Consumer complaint received 2024-11-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: ALLY FINANCIAL INC.
State: GA

Complaint narrative:
Official Complaint Against Ally Financial for Wrongful Repossession and Unethical Practices To Whom It May Concern at the Consumer Financial Protection Bureau ( CFPB ), I am submitting this complaint to request an official investigation into the wrongful repossession of my vehicle by Ally Financial in XX/XX/year>, despite having an approved payment arrangement in place. I am seeking recovery of funds and reimbursement for the undue hardship this incident caused. 

On the date of the repossession, I had a documented payment arrangement with Ally Financial, which was agreed upon due to a verified XXXX XXXX situation that impacted my ability to meet previous payment deadlines. As proof of this hardship, I possess a state-issued restraining order. Allys representatives explicitly assured me that my vehicle would not be repossessed as long as I made the payment on the arranged date. However, at approximately XXXXXXXX XXXX on that date, my vehicle was repossessed and damaged. Ally Financials payment center did not open until XXXX XXXX XXXX so repossessing my vehicle hours before I could make the scheduled payment was unreasonable, predatory, and in direct contradiction to our agreement. 

Due to this wrongful repossession, I was unable to reach my job that day, resulting in my termination and substantial financial harm. My commitment to fulfilling the payment arrangement is evidenced by the fact that I retrieved the vehicle and made the payment the same day. This incident raises serious questions about Ally Financials practices and integrity, especially given that the purpose of setting up a payment arrangement should be to prevent repossession, not to facilitate it. Furthermore, I contacted Ally to investigate this matter and requested a refund of all repossession fees. Instead of addressing the issue, Ally representatives dismissed my concerns, with one agent explicitly stating that payment arrangements mean nothing to them.

This repossession and the lack of assistance I received not only ignored my documented hardship but were also unethical and entirely inconsistent with fair business practices.

In addition, for the past two years, I have faced ongoing challenges related to a late fee that Ally has failed to address or resolve. I have numerous recordingsover XXXX callswith Ally representatives who agreed to remove the fee, yet those agreements have not been honored. The disregard for these commitments reflects a concerning lack of accountability on Allys part. 

Finally, I repeatedly requested to speak with a supervisor regarding both the repossession and the unresolved fee. On multiple occasions, representatives claimed that I was already speaking with the highest level of support. This response has made it impossible to escalate my concerns or seek higher-level assistance. This lack of transparency further emphasizes Allys reluctance to resolve this situation fairly. 

I respectfully request that the CFPB investigate these practices. I am seeking restitution for the repossession fees, reimbursement for damages to my vehicle, compensation for the income lost due to my job termination, and the removal of the unresolved late fee. 

Thank you for your attention to this serious matter.

Company response to consumer: Closed with explanation