Consumer complaint received 2026-05-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with fees charged
Company: ALLY FINANCIAL INC.
State: MI

Complaint narrative:
My vehicle lease through Ally Financial ended in XX/XX/XXXX. Prior to the lease maturity date, the vehicle had an active manufacturer warranty claim involving damage caused by a defect. The warranty repair had already been approved, and I proactively contacted Ally Financial before the return deadline to explain the situation and seek guidance regarding how to properly handle the lease return while the repair remained pending. During my first conversation with Ally, I specifically expressed concern about being charged late fees, administrative charges, or damage-related fees connected to the approved warranty repair delay. I was advised that returning the vehicle while damaged could result in charges and was told that Ally would contact me regarding how to proceed. After approximately one month without follow-up from Ally, I received another call from an Ally representative. I again explained the entire situation and specifically stated that I did not want to be charged because I had proactively notified Ally in advance and was attempting to follow Allys instructions. I was told to immediately return the vehicle to XXXX and was specifically advised that due to the circumstances and short delay, I shouldnt be charged for anything. Relying on those representations, I immediately returned the vehicle within minutes of that call. Several months later, I received a bill for {$930.00} consisting largely of administrative and late-return related charges. I immediately contacted Ally to dispute the charges. I spoke with XXXX XXXX at XXXX XXXX and fully explained the situation. XXXX advised that a dispute would be opened on my behalf. I specifically asked whether the account would proceed to collections while under dispute, and I was told that it would not. XXXX stated that XXXX XXXX would contact me regarding the dispute. I never received any contact from him. After receiving additional billing notices, I contacted Ally again and spoke with XXXX XXXX at XXXX XXXX. I again explained the situation and advised that no one had followed up with me regarding the dispute. XXXX stated that she would contact XXXX and asked for my availability for a return call. I advised that I was available at all times and would answer any call. No one ever contacted me. Despite my repeated dispute attempts and Allys assurances that the matter was under dispute, the account was ultimately referred to collections through XXXX XXXX without any meaningful investigation, follow-up, or resolution. On XX/XX/XXXX, I spoke with a representative from XXXX XXXX who advised that the account would be placed into dispute status and that Ally Financial would need to handle the underlying dispute directly. However, Allys automated phone system now automatically redirects my calls back to the collection agency, preventing me from meaningfully communicating with Ally regarding the dispute. I believe I acted proactively, responsibly, and in good faith throughout this process. I contacted Ally before the lease expiration specifically to avoid exactly this type of situation and relied on the guidance and representations provided by Ally representatives. Despite those efforts, my dispute was never properly addressed before the account was escalated to collections.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation