Consumer complaint received 2025-01-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
Ally Auto was the lienholders for a vehicle that I leased. I paid the lease off early and was supposed to receive a reimbursement of the overpayment which was over {$1000.00}. They claimed initially that they mailed the check to me in XXXX, however at the time I was no longer living at the address that they claimed to have mailed it to. I began making calls to them in XXXX of XXXX after realizing that I never received the money they owe me. They said after the check was not cashed, they deposited it into a random bank account, but they have never had access or information to any bank account for me. After doing research, they notified me that they saw XXXX checks in the system that were made out to me that were in fact still outstanding and had never been cashed. They told me that they would resubmit those checks to me and that I would receive them within XXXX weeks. I called them back again in XXXX after not receiving the funds and was told once again that they saw XXXX amounts that they owed me, XXXX for a little over {$600.00} and another for over {$400.00}, but they notified me that the department responsible for paying out, had still not done what was necessary on their end. I asked to be transferred and spoke with a supervisor who reassured me that he would personally take care of it on his end so that I would not have to call back, and I would receive the funds within XXXX weeks. I called back again after not receiving the funds and spoke with an agent who said that he saw in the system that they were scheduled to release the funds on XX/XX/XXXX and guaranteed me that I would receive them this time. I called back again after still not receiving funds on XX/XX/XXXX at XXXX and was told once again that they see the XXXX different amounts that they owe me still outstanding and that I would receive it within a few weeks. Again, I called back on XX/XX/XXXX at XXXX and was told the same thing. They see the amounts outstanding, but they are waiting for the department to send it, and they would submit a request to have them send it as soon as possible. I called back again on XX/XX/XXXX at XXXX and I was told that they were working on sending me the funds and I would be receiving them soon. I called XXXX times today XX/XX/XXXX. The first time at XXXX, they hung up on me right after I gave them my information. I called back again at XXXX. At that time, the agent said that he showed a check in the system for {$400.00} something dollars but according to the notes it was already cashed in XXXX of XXXX. I asked to speak with a supervisor and was hung up on again. They didn't even have an updated address on file for me until XXXX of XXXX when I began calling, and I have called them several times being told that they saw the funds that they owe me were still outstanding and they would send me the money. I told them that I felt that they were giving me the run around in hopes that I would give up and let them keep the money they owe me, but I want my money the same way they would want theirs if I owed them. The reference number that they gave me is XXXX. Please help. There are multiple records showing that I have continuously called and made multiple attempts to collect the money they have admitted to owing me and each of those records you can hear them acknowledge their debt to me and make promises to pay. Now all of a sudden, they are claiming to have already paid me and have sent no proof at all of payment. I don't have an exact record of every single call, but I have called them more than what I listed here. I've made at least XXXX calls since XXXX.

Company response to consumer: Closed with explanation