Consumer complaint received 2026-04-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
XXXX. XXXX XXXX XXXX has NO involvement in the refund and never agreed to refund anything. XXXX XXXX XXXX issued a written response on XX/XX/year>, confirming : They are not affiliated with Ally Financial Inc . They are not responsible for any refund related to the invalid contract Ally funded They have not agreed to refund any money They never received the payments Ally collected Any concerns involving Ally must be addressed with Ally directly XXXX is handling title correction only, because Allys mishandling created a discrepancy. They are not holding any funds and have never received the payments Ally withdrew from my account. Therefore, XXXX can not refund money they never collected. Only Ally can. 2. Ally directed me to a private individual who has NO connection to XXXX. Ally repeatedly told me to contact XXXX XXXX, using : A personal cell phone number A XXXX email address XXXX XXXX XXXX confirmed : This person is not an employee Not a representative Not connected to XXXX XXXX Services Not involved in my account Not authorized to discuss or resolve anything related to this matter If Ally needs verification from XXXX, they must contact the actual XXXX XXXX handling my case : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Line : ( XXXX ) XXXX XXXX. Ally collected the {$2200.00} therefore Ally must refund it. The XXXX payments totaling {$2200.00} were : Withdrawn by Ally Collected under a contract Ally funded Retained by Ally, not XXXX Taken before Ally admitted the contract was invalid and unwound XXXX confirmed they never received these funds, so they can not refund them. Ally is the only party that collected this money. Ally is the only party responsible for refunding it. 4. Allys XX/XX/XXXX response does not address the missing refund. Ally did not explain : Why they are still holding funds collected on an invalid contract Why they refuse to issue the refund Why they misdirected me to an unrelated private individual Why they believe they can retain money they have no legal right to keep Their unchanged position is not a resolution it is an evasion. 5. I attempted to resolve this without legal action, but Allys conduct has left me no choice. For months, I have tried to resolve this matter without involving attorneys or pursuing legal action. I repeatedly attempted to work directly with Ally in good faith, simply asking for the return of money that rightfully belongs to me. Ally has : Ignored the core issue Provided nonresponsive template letters Misdirected me to an unrelated private individual Refused to return funds collected under an invalid contract Caused unnecessary stress, hardship, and disruption Because Ally has done nothing to correct its own error, I will now be retaining legal representation and pursuing claims against Ally for : Negligence Wrongful retention of funds Unnecessary and undue stress Personal damages resulting from Allys mishandling of this matter I am notifying the CFPB of this escalation because Allys refusal to resolve a straightforward issue has forced me into this position. 6. Requested Action I am requesting that the CFPB require Ally Bank to : Issue the immediate refund of {$2200.00} that Ally collected on the invalid contract. XXXX has confirmed they have no involvement in the refund. The dealership is closed and unreachable. Ally is the only entity that received the payments. 7. Additional Documentation Available I can provide : The XXXX XXXX XXXX letter dated XX/XX/year> XXXX XXXX XXXX for the title correction documents Screenshots and records of Ally directing me to the unrelated individual Payment history showing Ally collected the funds I will upload any documents the CFPB requests. XXXX XXXX has no role in the refund. XXXX never agreed to refund anything. The individual Ally referred me to is not affiliated with XXXX. Ally collected the money. Ally must refund the money. I attempted to resolve this without legal action, but Allys refusal has forced me to retain legal counsel and pursue damages. I am requesting CFPB intervention to compel Ally to return the {$2200.00} they collected under an invalid contract.

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