Consumer complaint received 2024-07-31
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: ALLY FINANCIAL INC. (TX)

I am writing in regards to a vehicles that was involved in a car accident and deemed a total loss in XXXX of 2024. ( accident was XXXX of 2024 ) Insurance was with XXXX, and XXXX made a prompt payment to pay off their portion to Ally and what was owed. However, there was a dollar amount that was left to pay, as more was owed on the vehicle than the insurance covered. There was GAP insurance on the vehicle to cover the remaining amount owed. I have waited for months for the GAP insurance to be applied to the loan, and now it is almost XXXX. The end of XXXX, Ally reached out and said they needed the police report. That was sent to them immediately, and then there has been nothing but silence. I was told back in XXXX and XXXX, that Ally would reach out to XXXX about the GAP insurance and that would be applied. I got the same statement from Ally and XXXX. I was told that Ally would send the settlement documents to get the GAP coverage settled. I received a letter on XX/XX/XXXX that the GAP coverage has still not been applied. On XX/XX/XXXX, when nothing had been done or changed, I took it upon myself to call Ally. I have been given the run out completely. On XX/XX/XXXX, I spoke to a total of 6 people. One said I needed to call XXXX and get things started, the next person said, no, Ally would do that. The fourth person I spoke to said the GAP coverage did not go through because the settlement check and settlement breakdown amounts did not match, so XXXX would not pay. What I want to make note here, the most important is NO ONE has told me that! The fourth person I spoke to at Ally, said I could reach out to XXXX and see what they needed, but they could not. Her name was XXXX. I reached out to XXXX, and they let me know the documentation they were needing, but they also informed me, that they had reached out to Ally twice and they had not responded. You may also like to know, that XX/XX/XXXX, makes a 90 day mark, and XXXX was going to be closing the claim because Ally had not responded. Trying to take care of this myself, I made a call to XXXX, got the revised settlement paperwork they needed, and sent it to XXXX. XXXX has had the revised settlement for months. XXXX has been great to work with, and they actually forwarded me the emails sent to Ally, stating what they needed. They were sent to a XXXX XXXX, twice during a three week period. XXXX has never responded. In speaking with Ally today, XX/XX/XXXX, XXXX XXXX told me they had reached out to XXXX but XXXX did not respond. When I asked XXXX for a copy of an email to XXXX, he said he could not provide me that information because it was against their " rules '' to send me that correspondence. When I reached out to XXXX, I got the documentation needed in less than 5 minutes. I am not sure why Ally is accusing XXXX on not responding. If the GAP claim is not followed through, or is not finalized during the correct time frame, I will be out that money, and I will be looking to take Ally to small claims court to recover that cost. Ally completely dropped the ball, and did not follow through and let me, the consumer know what was going on. Nor did they respond to XXXX with what they were needing, nor did they try to get a revised settlement from XXXX. I have sat on hold with them for hours, and every time, I get a different answer. After almost being killed in a car accident, a banking institution such as this, should follow through and not let things slip or follow up. They are dealing with people 's lives and money. Their practices are not anyone I would trust my money with ever again.