Consumer complaint received 2016-07-08
Product: Consumer Loan — Vehicle lease
Issue: Managing the loan or lease — 
Company: ALLY FINANCIAL INC. (CA)

Received XXXX statement with an amount due that was XXXX XXXX XXXX less than the XXXX payment of XXXX ). I Payed the XXXX amount and thought the lesser amount was due to a tax rate change. I did not receive a XXXX bill however I payed the account on time, paying the same XXXX that I was billed for in XXXX. In XXXX, I received a collections call from Ally, saying I owed XXXX. I attempted to state the above to the representative however, the individual only wanted to focus on the XXXX. I payed the XXXX after the call was ended on-line that day. I placed a call to Ally to inquire and the representative could not explain however, said I would receive a call back within XXXX48 hours. I did not receive a call back. In XXXX I began a re-finance process on my home and discovered Ally had reported my account 30 days past due for the XXXX payment, although the XXXX was received on time. I called Ally to dispute and was told I would get a resolution within XXXX to 6 weeks. In 6 weeks I received a letter stating the dispute was not valid and the account was reported past due correctly. I called Ally and requested escalation to a supervisor and spoke to a person that said they would re-open the case and I would receive a call back within XXXX hours. I never received the call. I called again, requested escalation, spoke to a supervisor who then said there was no record of my last call and that I could file a new dispute and hear back in XXXX to 6 weeks. I repeatedly requested to speak to a manager or someone directly in the credit dispute department and was denied. My only option was to again wait XXXX to 6 weeks. Again 6 weeks and I hear nothing so again I call. I immediately request a supervisor than that supervisors manager. I get transferred to the " consumer affairs '' department. I again go through the history and request to speak to someone in the credit dispute area. The individual told me they have no way to transfer however, I would receive a call within the next XXXX48 hours. This time 48 hours later I do get a call from " XXXX ''. I was not home at the time, and a message is left to return the call. I returned the call within XXXX hour to the number provided ( same main number ). I get transferred to " consumer affairs '' again, and then told XXXX was not available. And she will be out for one week. I ask to speak to another manager and was told no-one was available. My only option is to wait. A week goes by, no return call. I call again, get transferred to consumer affairs, ask for XXXX, was told again she was out for 3 more days. Wait 3 days, no return call, I call again, get transferred to consumer affairs, ask to speak to XXXX 's manager or anyone in a leadership role in the credit dispute department. I get told I would get a call back within XXXX48 hours. I told the rep that this is the worst customer service I have ever experienced and wanted to formally complain. The rep told me all complaints must be in writing, she could not discuss over the phone. 

Another interesting point is with every call, they state how their service is very important and if you would like to participate in a survey, press XXXX and stay on the line after the call ends. I have done that each time and never been offered a survey, just dead air. 

To summarize, It is near to impossible to escalate any issue or speak to anyone within any managerial authority with Ally. My XXXX payment was not late. Due to Ally not sending a XXXX bill, I was not aware the payment increased XXXX. I am still unclear on why the XXXX payment had decreased. When notified of the XXXX difference, it was immediately paid. Given that the XXXX payment was never 30 days past due.