Consumer complaint received 2024-07-09 00:00:00
Product: Debt collection — Auto debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: ALLY FINANCIAL INC.
State: CT

Complaint narrative:
In XX/XX/XXXX I went to XXXX XXXX on a XXXX  & a XXXX  returning to XXXX both times. In XX/XX/XXXX I received notice from Ally Auto that I owed tolls, but they would not send me a bill for my tolls alone. 

They sent me what they call a " multi-bill '' which has all of the Ally violations, the license plates, and times of the tolls on it, with mine highlighted. I have no association with these other fines. The plate on the first page of the multi bill was also not mine. I then sent payment to XXXX XXXX XXXX in the form of a XXXX money order, with a letter from me asking the payment be put to my fine only, & included the multibill. XXXX put my payment towards the XXXX XXXX account as a whole & not my toll. I wrote letters to Ally Tolls Division and called them as well. I wrote letters to the XXXX office of XXXX & the XXXX XXXX XXXX. Nothing happened. No one  would help me. Then in XX/XX/XXXX I received a letter from Ally stating that I was in collections via XXXX XXXX XXXX for the fines. I sought help from the N.Y. State AG 's office. Nothing happened. 

In XX/XX/XXXX I spent XXXX hours on the phone with XXXX New York, XXXX agent, XXXX help desk agent, and a supervisor getting this resolved. They found the check, pointed my payment to my bill alone, and zeroed out my fines. But. They will not send me a letter stating this, because they say I can access the online portal, but there is no way for me to access the portal, because it searches by name & the account is in the name of XXXX XXXX. There essentially is no way to get the info from the XXXX XXXX. 

I called Ally 's tolls and fines division XXXX XXXX XXXX option XXXX and told them it was paid in full and the fines were zeroed out because XXXX made an error. They refuse to call XXXX XXXX XXXX to get the information stating it was my job to provide it to them, XXXX XXXX and XXXX XXXX XXXX 

I then called XXXX XXXX and got ahold of a XXXX XXXX and her boss XXXX and they " broke out '' my bill its own account, removing me from the huge amount owed to all the other XXXX XXXX leases on the account that owe tolls, via my stand alone account XXXX, but they also refuse to call XXXX 

At this point, I have called XXXX XXXX x and spoke to XXXX different help desk specialists, XXXX, XXXX, & XXXX, and put in XXXX separate help desk tickets for proof that this is paid, but the letters simply never come stating that I can get my info from the online portal at XXXX XXXX XXXX 

XXXX XXXX XXXX 's " XXXX XXXX '' and her boss XXXX apparently left the company in the last few weeks and even though I called last week on a recorded line, stating these items were paid and to cease and desist collections actions citing the agent numbers and trouble tickets XXXX XXXX, XXXX, XXXX and most recently XXXX XXXX XXXX XXXX Help Desk can be reached at XXXX XXXX XXXX and XXXX XXXX XXXX XXXX to call XXXX XXXX XXXX New York, they have also refused. 

I want to return my XXXX XXXX lease a few months early as I always do for all my leases, but this issue is substantially damaging my credit as it is showing bills late, and unpaid, over XXXX  days. 

This is a betrayal of public trust and the community caretaking doctrine that credit and lending is based on. False information, is actively being provided to my creditors with reckless abandon, and I am helpless to stop it. I have spent well over XXXX hours of my life trying to get this resolved. No one will help me. Ally Tolls and Fines Division out of XXXX Florida, XXXX XXXX, and XXXX have hurt me and I now have an ulcer and am seeking spiritual counseling at the pure amount of hate I have encountered as a XXXX American. 

Initially, I had reached out to Ally 's XXXX XXXX of the tolls and fines division and she said she too was going to try to " break me out '' into my own account with Ally Auto to then show I paid the fines and contact XXXX XXXX. I am not sure what happened there. I think that I complained and said that " breaking me out into my own account '' won't fix anything, it will simply transfer the responsibility of misplaced fines onto me --. But. I did not understand the context of what she was saying. She needed to " break me out '' to my own account before she could attempt to help me. I did send the documents to her -- she called me in XXXX weeks -- left a vm and I never heard from her again. I have since apologized for complaining and not understanding --. But. This situation is damaging my credit, is a betrayal of public trust, by all entities -- not naming names, just the corporations, and really is a direct assault against someone with a known XXXX. Please help me.

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 monetary relief