Consumer complaint received 2024-08-27
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: ALLY FINANCIAL INC. (NC)

I am submitting a complaint about Ally Financial - Auto ( Deceased Department ) and their dishonesty about agreeing to set me up with their loan assumption process, which was in fact never done! This complaint involves multiple issues that have not been addressed by the company but I am hopeful that Ally Auto will respond. Since my deceased sister 's passing in XXXX XXXX I have been in contact with Ally Auto mainly to express interest in the loan assumption process. I followed the instructions of the company to work through the process and continued to make payments based on the original contract even though Ally Auto NEVER extended the contract to me. At times if the loan was in default I would bring the loan current but I never knew that any number of days the loan was in default would interfere with the loan assumption process. Ally Auto had every opportunity to communicate their expectations even if surrendering the vehicle was the best solution if I was ineligible. Instead Ally Auto, led me to believe that I was still able to complete the process and they continued to accept my payments without extending the contract to me. I made payments from XX/XX/XXXX through XX/XX/XXXX for over XXXX but Ally Auto recently made a decision to repossess the vehicle without giving me a chance to reinstate and stating there is not a contract since my sister is deceased. While attempting to reinstate the loan, multiple customer service reps informed me that all I had to do was to bring the loan current and pay repo fees to get the car back, when I did that, Ally Auto would place me on hold for several minutes to come back and tell me that I can only get the car back if I paid it off. Truthfully, after being diagnosed with XXXX the last year, my savings have almost been depleted. Over the years that I have been paying even after the loan assumption process was started, Ally Auto didn't communicate clear expectations continued to accept my payments. Ally Auto gave me false information and did not follow through by not communicating properly. 

Fast forward to today, I sent an email to the CEO of the company trying to get some kind of assistance. After that email, I was referred to the executive customer service department, I received some general assistance. The customer service representative that I was working with did assist with me getting my personal belongings from the vehicle and she also had been communicating to the Deceased Department sharing that I no longer have an interest in taking ownership of the vehicle. This very representative stated that the Deceased Department has communicated that Ally Auto will be returning my last two payments because they have no contract with me but actually they never had a contract with me. So at this point Ally Auto should return all of my payments from XXXX XXXX in which I have asked them to return my payments due to their dishonesty and the fact that they never extended a contract to me. Ally Auto should not be entitled to my money especially since they are in possession of their vehicle. The representative was supposed to be giving me an update but has now contacted my deceased sister 's Estate Attorney and asked that I not make contact with them. 

Before seeking legal action against Ally Auto, I am filing this complaint in hopes of resolving this matter and getting my money returned. Please feel free to request additional information if it is needed.