Consumer complaint received 2016-11-10
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: ALLY FINANCIAL INC. (VA)

On XXXX XXXX 2016 my vehicle was in a total loss accident. I called Ally Financial on XXXX XXXX to notify them that my insurance company had deemed the car a total loss. Unsure how the process worked and relying on Ally to guide me through the process. I was told there was a total loss department and asking to speak with them the agent told me she could not provide me with that number. Soon after I started getting calls from Ally to my work number calling 6 times in a row to collect payment. I then kept telling them the car was in an accident that I have insurance and gap coverage on the car. Ally reported me late to the credit bureau 's in XXXX for 30 days and in XXXX for 60 days. I was told by my insurance company on several occasions throughout this process they were waiting on Ally to send them a letter of guarantee. Here I am helpless with Ally while they have me in collection and reporting me late and the insurance company can not get a document from them. This is one of many examples of how my experience was working with Ally. I filed a XXXX complaint in XXXX. On XXXX XXXX I received a letter from XXXX XXXX in Executive Customer Relations. saying that have determined their reporting to be accurate, but as a courtesy they will escalate the concern and would follow up within 1-2 weeks. I never heard anything back. I have left several messages for XXXX XXXX with not one returned phone call. I receive a letter from Ally stating I owe them {$1200.00} which is {$500.00} for the deductible ; {$570.00} ( my auto payment ) they want paid by XXXX/XXXX/2016 and the rest is late fees. After receiving this letter I call in to Ally on XXXX to see if I can reach XXXX XXXX I was transferred finally to XXXX in the so called " Executive Customer Relations Department '' after waiting on hold for 35 minutes. I explained to him the situation he even " agreed '' that Ally should have handled this differently when I made the initial call to them on XXXX XXXX He even suggested waiving all fees other than the {$500.00} deductible but would have to be sent off for approval ( at this point I finally feel like I have gotten somewhere with them ) He gave me a reference number # XXXX. I asked if he had a call back number and was advised he could not provide me with one. I got a call today XXXX from a XXXX XXXX XXXX at Ally saying that he received MY request for a credit and Ally would not be waiving any charges and a request had been ONCE AGAIN submitted for review of my credit and should hear something in the next few weeks. I asked him where my response was from XXXX XXXX 's request in XXXX since i never got XXXX. He could not answer that. I explained this was offered by XXXX he then advised I would need to refer back to the " Executive Customer Relations Department '' by writing them. I am appalled at the professionalism of this company. I have been continuously passed off. All I asked from them was their help and not even could I get that. My account was in good standing with them up until this accident. My account with my new auto loan is in good standing. I am willing to provide any additional documents or information you need to assist with this complaint. Thank you for your time.