Consumer complaint received 2023-08-24
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: ALLY FINANCIAL INC. (MI)

In XX/XX/XXXX, I called Ally Financial and requested a Lease Buyout for my XXXXXXXX XXXX XXXXXXXX that I was leasing through them. On XX/XX/XXXX, Ally sent me an email with a XXXX link for the Lease Buyout letter that showed the buyout price of {$28000.00} and indicated the amount was valid until XX/XX/XXXX. It included lease buyout instructions on where to send the payment along with some other instructions. 

On XX/XX/XXXX, I obtained a certified check for the {$28000.00} and mailed it as instructed via USPS Priority 2-day mail so it would arrive to Ally by XX/XX/XXXX, which tracking shows it did. 

On XX/XX/XXXX, I received a letter from Ally stating my account was being referred to XXXX XXXX because I had broken the lease agreement. The letter was dated XX/XX/XXXX, after I had inquired about the lease buyout and stated I was sending them a check. It showed a balance due of {$28.00}, XXXX. I thought I had extended the lease, but failed to follow up and ended up not having payments deducted from my checking account which caused this issue, however, I had already mailed in the lease buyout check. 

On XX/XX/XXXX, I received an overage check from Ally for {$500.00} that was dated XX/XX/XXXX. This was the difference from the initial lease buyout amount I was given and sent the check in for, and the amount listed on the second letter from XXXX XXXX. 

On XX/XX/XXXX, I received a letter from Ally that acknowledge my account was satisfied and I was released from any and all obligations. 
Allys website stated In most cases, once weve finished processing your final payment according to your states requirements, the title or lien release will be mailed within 10 business days. I gave them several weeks to send the lein release paperwork, but never received anything. 

On XX/XX/XXXX, I called Ally for the first time to check on the status of the lein release paperwork to include the Bill of Sale and Odometer Disclosure Statement. This is where the nightmare really begins with their customer service.

I have called numerous times ( 15+ different days ) since XX/XX/XXXX attempting to get this lein release paperwork sent to me. I have spent 10 plus hours speaking to their customer service representatives ( XXXX XXXX, XXXX XXXX, etc ) and waiting on hold ( if not disconnected and having to call back ). At first they would transfer me between departments trying to figure out why it wasnt sent, then told me it needed supervisor approval ( and supervisor was on vacation so had to wait ), before finally being told it would be requested and sent the first time around XX/XX/XXXX. 

Since being told it would be request and sent XX/XX/XXXX, I still have not received the lein release paperwork. I have continued to call Ally back several more times and consistently get customer service agents who say they dont understand why it wasnt sent and that they will request it again. This has happened 6-7 times at least. I have twice been told it would be sent via XXXX and that I would receive it in a couple days, and never received it. For example, I called on XX/XX/XXXX, and spoke to a customer service agent named XXXX. After some checking with his supervisor, he stated he would request the documents and that they would be sent via XXXX with a Thursday delivery ( XX/XX/XXXX ). I never received a XXXX delivery. I called back on XX/XX/XXXX, and was told they showed no record of it being sent. I was eventually transferred and disconnected. I then called back on XX/XX/XXXX, and spoke to another agent who stated he could see it was requested on XX/XX/XXXX, but I needed to wait 7-10 business days to receive it. He also stated he would submit another request to be safe. Once again, I never received the documents. When I called back on XX/XX/XXXX, the customer service agent said that it had been requested and she wasnt sure why I havent received anything. Her only solution was to request it again. I have confirmed my address with them every single time I have called. They have stated it can only be mailed. 

I have requested to speak to a supervisor on three separate occasions and was told I would get a call back from a supervisor in 24-48 hrs. The last time was on XX/XX/XXXX. I have never received a call back from any supervisor. 

As of today, XX/XX/XXXX, I have still not received the lein release paperwork for my lease buyout with Ally. It has been almost 5 months since I sent Ally the lease buyout check, and almost 3 months since I started calling Ally about obtaining the lein release paperwork. I am filing this complaint to get assistance in acquiring the documents from Ally Financial for the XXXX XXXX XXXX I purchased from them through lease buyout. I am in possession of the XXXXXXXX XXXX and have fully paid Ally for it.