Consumer complaint received 2025-09-08 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem extending the lease
Company: ALLY FINANCIAL INC.
State: NC

Complaint narrative:
I have had a 4 year lease with a new XXXX XXXX through ally 's auto financing since XXXX. The end of my lease was coming up so I reached out almost 2 months before my lease ended asking about extending the lease ( after which we would buy it out ). I wanted some extra months to save up a downpayment for when we purchased the vehicle. I was told via Ally XXXX ( in writing ) that I could not put in a request to extend the lease until my last payment was made in XXXX for the current lease. Then, I could reach out at that time and request an extension. I did exactly that and reached back out as soon as I paid that last payment. I then went through the process ( via chat in written communication ) to submit a request for lease extension. At this time, I was told that I had 30 days from that request date to get the extension and I did not have to worry! I submitted it and waited. 
I got a letter in the mail for the lease extension which I had to sign as well as my co-lesee and send back in the mail. I went back into Ally Chat right away ( I have screenshots of these conversations ) and specifically asked them if we BOTH had to sign the documents because my co-lesee did not live near me and was in a different part of the state. I told them I didn't want to send it in late having to wait for him. I was told in writing at that time that I only needed ONE signature in order to process the lease extension. This was all communicated on XX/XX/XXXX. I said " perfect, no problem '' and mailed it in that next day. I never heard anything from them so I reached back out to ask if they had gotten it in the mail and how the process was going. They told me in writing they had not received it yet but not to worry they would soon. Again, I heard nothing so I wrote back in on XX/XX/XXXX because we were at the end of the month -- they told me in writing they had received my lease extension request on XX/XX/XXXX but that they could not process it because it needed 2 signatures. I became very frustrated and immediately referred the previous conversations in writing where they told me I only needed one had plenty of time. They only response was " sorry for the miscommunication, but you need two signatures. '' I right away asked if we could extend that time frame and send that paperwork I had signed to my co-lesee right away and they said no problem and got the address to do so. I specifically asked about the fact that now my lease extension request would be late because of Ally telling me I only needed one signature and now were telling me I needed 2. This was on them. He assured me the lease extension request was still open and not to worry because he would note that in my account. I reiterated to note that in my account because I DID NOT WANT TO BE LATE. 

Then I get a letter in the mail stating that they can Reposes my vehichle and have been charing a fee daily because I haven't turned it in. I beyond upset at this point because i've done EVERYTHING they've asked of me and have the written communication of everything. So I call Ally right away and end up speaking to them for XXXX hours and almost 7 different people. I only got one lady who immediately looked at the chats and stated that I was right, I was told different things and she would escalate it. But it never got escalated like she said. I was then told that the entire reason my lease extension couldn't go through is because the payment didn't process. This was even more upsetting because i was NEVER TOLD THIS and even when having written communication they told me it was because of signatures- NOT PAYMENT. If they had told me it was payment on that XX/XX/XXXX date, I would have right away re-submitted that payment and made sure it was clear so we didn't get penalized. This was never communicated and I am SO upset. I have screenshotted the communication in which I was told TWO DIFFERENT things and when I went back in to day to get the rest of the screen shots, I found out the disabled my chat feature so I can't see previous chats. Very convenient for them but I know they have that communication. I also have screenshots. 

My co-lesee and I are currently buying out the vehicle right away but they're telling me they can possess it and I want this matter fixed right away. You guys should be waiving ANY extra fees, this should be escalated right away and all the time and money we've spent fixing YOUR mistake needs to be compensated. I am so livid. I am pregnant and due in a couple days which is why I had been writing in communication the last few months to extend this lease and give us time and because of Ally 's errors and miscommunication I am now going through all of this.

Company response to consumer: Closed with explanation