Consumer complaint received 2025-06-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: ALLY FINANCIAL INC.
State: LA

Complaint narrative:
I am submitting this complaint on behalf of XXXX XXXX XXXX concerning persistent issues with his auto loan account, including the denial of a hardship relief he was entitled to, account access problems, fraudulent activity, and unfair treatment by the lender. 
Lender Name : Ally Financial XXXX Account Number ( last four digits ) : XXXX Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX XXXX, LA XXXX Summary of Issues : Denied and Unfulfilled Hardship Relief : XXXX XXXX requested a three-month hardship relief due to unforeseen financial difficulties, including vehicle repairs and other urgent expenses. He believed he qualified for this relief and communicated his hardship to the lender. On XX/XX/XXXX, he made a payment close to his scheduled due date of XX/XX/XXXX. Despite this, the lender has now reported him as three months behind and in collections, which is incorrect and unfair. He was under the impression that the relief was granted, and this misunderstanding has prevented him from making proper adjustments, renegotiating, or refinancing his loan during this period.

Inaccessibility of Account and Management Difficulties : XXXX XXXX has repeatedly attempted to access and manage his account online but has been unable to do so. Due to these access issues, he can not review his balance, make payments, or negotiate modifications. This severely hampers his ability to resolve his financial difficulties or to update his vehicle. 

Fraudulent Activity and Forged Signatures : XXXX XXXX reports that the lender attached a business account to his personal account without his consent. They submitted documents with a forged signature, which is illegal and constitutes fraud. He has previously reported this activity but has yet to see any resolution, and it has contributed to his ongoing hardship and mistrust. 

Misrepresentation and Unfair Practices : Initially, the lender misled XXXX XXXX into believing the vehicle would be in his business name. Instead, they attached a fraudulent business account to his personal account, complicating his financial situation. 

Unfair Reporting and Lack of Resolution : Despite his efforts to communicate and request relief, the account continues to be reported as delinquent. This impacts his credit score and ability to negotiate or refinance with other lenders, which is critical because the vehicle is a vital part of his business operations. 

Previous Complaints and Ongoing Hardship : XXXX XXXX has made prior reports regarding these issues, especially concerning the fraudulent account activity and account access, but has received no resolution or fair treatment. He feels he has been mistreated and unfairly reported, which affects his livelihood and creditworthiness. 

What We Request : Investigation into the lenders practices, including the fraudulent submission of documents and forged signatures. Immediate assistance in granting the three-month hardship relief that he was entitled to and correcting the account status.

Access to his account so he can manage payments and negotiate modifications, refinancing, or trade-ins.

Correction of inaccurate reporting to credit bureaus, reflecting his hardship and efforts to resolve the account.

Guidance on renegotiating or refinancing his auto loan without negative repercussions to his credit or business operations. Fair treatment * * in line with consumer protection laws. 

Additional Context : XXXX XXXX is trying to rectify a situation caused by initial misrepresentations and fraudulent activity. He is seeking a fair opportunity to negotiate and resolve his auto loan issues, especially given the impact on his business and credit. 
We trust the CFPB will investigate and help ensure fair treatment and resolution. 

Sincerely,

Company response to consumer: Closed with explanation