Consumer complaint received 2022-07-17
Company: ALLY FINANCIAL INC.
State: AZ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
This is a commercial vehicle lease that was paid off in XX/XX/XXXX. 
I received a payoff letter on XX/XX/XXXX for which by XXXX XXXX we had paid the vehicle off. 
I contacted Ally Financial on XX/XX/XXXX to confirm that it was showing paid off. The customer service agent confirmed it was paid off but told me that because it was a XXXX XXXX it went through another department. She also stated that Ally was undergoing system updates XXXX and they would provide me the lien release on XX/XX/XXXX. 
Multiple times throughout XXXX & XXXX myself and 3 other people in my office reached out to Ally regarding the lien release. We were always told that we would receive it via by mail or fax or they would check into it and call us back. They never called back nor did we ever receive the lien release. 
I contacted XX/XX/XXXX regarding lien release to see why we hadnt received it. They said they would send the lien release. Never received. 
Multiple times at the beginning of XXXX XXXX people from my office tried contacting them and got the same response and never received a call back. By the 3rd call each was hung up on. 
I contacted Ally on XX/XX/XXXX and was told they would fax the lien release within 24-48 hours. 
I contacted Ally on XX/XX/XXXX and asked for the Supervisor. I spoke with XXXX XXXX ID # XXXX  She was helpful in getting information and forwarding me to the correct department. I also received a XXXX # XXXX from her. 
I contacted Ally on XX/XX/XXXX and spoke with XXXX in the XXXX XXXX XXXX. He informed me that Ally had switched to a new computer system in XX/XX/XXXX and the file was no longer available on their system. He said he would get his supervisor involved to pull documents needed to clear the title and it could take 5-7 days.

I contacted Ally Remarketing Team on XX/XX/XXXX and spoke with XXXX. Asked for XXXX and was told he was unavailable and would call me back. Never received a call back. 
I contacted Ally Remarketing Team on XX/XX/XXXX and spoke with XXXX. He said XXXX was not in the office that day but he would have him call me back. Never received a call back. 
I contacted Ally Remarketing Team on XX/XX/XXXX and spoke with XXXX. He said XXXX was in a meeting and he would have him call me back. Never received a call back. 
I contacted Ally Remarketing Team the week of XX/XX/XXXX and spoke with XXXX. He was helpful in finding information regarding the vehicle, said he would get with the Supervisor and get something to me regarding the lien release. Never heard back from them. 
I contacted Ally Remarketing Team on XX/XX/XXXX and spoke with XXXX. He said he would forward information to his supervisor. I asked to speak with her and was told she was out of the office. I asked for her name and he told me XXXX. Never heard back from them. 
I contacted Ally Remarketing Team on XX/XX/XXXX. After being hung up on a couple times without even a hello, once I went through the automated system and got to the department, XXXX finally answered. It was as if they had my phone number down so they knew what call not to answer. I asked to speak with XXXX, the supervisor, and was told she was in a meeting and would call me back. Never received a call back. 
I contacted Ally Remarketing Team on XX/XX/XXXX. Again, once I went through the automated system and got to the department, after being hung up on three times without even a hello, XXXX finally answered. I asked to speak with XXXX, the supervisor, and he asked me to hold while he reached her. I was hung up on yet again. Never heard back from them. 
I called them back on XX/XX/XXXX using my husband phone and XXXX answered promptly. Asked to speak with XXXX, the supervisor, and was told she was unavailable and would call me back. Never heard back from her. 
On XX/XX/XXXX I did receive a call from XXXX asking for the mileage of the vehicle. I informed XXXX of the mileage. XXXX said once he received the information from his supervisor, tomorrow, he would process the lien release. 
On XX/XX/XXXX XXXX contacted me. He said he would be emailing me the mileage statement and for me to sign, put the mileage on it and send it back. Once he received it back he would have the company release the title. 
On XX/XX/XXXX I received a docu-sign from XXXX. Filled it out and hit finish on the document. 
On XX/XX/XXXX I received an email from XXXX with the Bill of Sale & mileage statement for the vehicle. 
On XX/XX/XXXX a package was sent from Ally overnight via XXXX  to our old address at XXXX XXXX XXXXXXXX XXXX XXXXXXXX, AZ. I had given XXXX XXXX XXXX the new mailing address but apparently this information was not forwarded to XXXX or the department sending out the title. 
Sent email to XXXX on XX/XX/XXXX asking if title had been mailed and giving him the new address to send to. 
On XX/XX/XXXX I called XXXX inquiring about the title. He confirmed it was sent to the old address. He emailed me the tracking number for XXXX package. 
On XX/XX/XXXX XXXX  tracking stated it was delayed. 
On XX/XX/XXXX XXXX tracking stated it was delayed. 
On XX/XX/XXXX XXXX tracking stated it was delayed. 
On XX/XX/XXXX I reached out to XXXX  to see what the delay was. It was delayed because of the mailing address. I had it held at a XXXX  location and picked the title up on XX/XX/XXXX. 
On XX/XX/XXXX, 31 months after the vehicle was paid off, I have received what I needed ( the Title ).

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation