Consumer complaint received 2016-03-17 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: ALLY FINANCIAL INC.
State: PA

Complaint narrative:
First, our vehicle account is financed thru Ally Bank & it is under my father-n-laws name. Due to financial hardship, we became 3 months behind on our truck payment, which was XXXX XXXX, XXXX & XXXX XXXX plus late fees. I forwarded an email to Ally Bank on XXXX/XXXX/XXXX regarding our Extension Options, they emailed me back on XXXX/XXXX/XXXX requesting to call them. I called Ally Bank on XXXX/XXXX/XXXX & spoke to a lady named XXXX @ XXXX ext. # XXXX & explained our situation & to see what our XXXX Options were. Being that we was 3 months behind, Ally Bank was ready to repossess our vehicle unless, according to XXXX, that we made a payment of {$620.00} that day, XXXX/XXXX/XXXX, which would be our XXXX vehicle payment & hold off the repossession & they would push XXXX & XXXX 's payments plus late fees to the end of the loan, so we borrowed the money to pay the XXXX 's payment through XXXX XXXX Speed Pay. After making the payment I called XXXX back to confirm that she received the payment. XXXX said it would take 24 hours to post & there would be an extension fee & it would take up to 20 days to process. XXXX gave me a confirmation number # XXXX for this completed extension transaction. At this point XXXX quoted me & my husband that our next vehicle payment of {$620.00} would not be due until XXXX XXXX, XXXX in which I paid on XXXX/XXXX/XXXX & I do have a confirmation & attached documents to prove & show you along with all of my notes, dates, names, numbers, etc. So last night on XXXX/XXXX/XXXX my father-n-law calls me stating that Ally Bank called him stating they wanted {$1000.00} +plus now & that I need to called them. This morning XXXX/XXXX/XXXX I called Ally Bank regarding why they was calling & why they was wanting such an amount of money? First I called XXXX, this number is off of their own Ally Bank website & first spoke with a " Rein '', she was wanting to do an extension with us?? Which was quite confusing & frustrating because we had already been approved for the extension in XXXX, so we thought. Once I explained to her who we spoke with & why I lost signal with her on the phone & I had to call back. The second time, I spoke with " XXXX '', once again explaining the agreement from XXXX, in a confession from this agent, the confirmation number # XXXX for the extension was applied to the wrong account!! Seriously!!?? So she said she needed to transfer me to an account specialist. This is the XXXX person we have spoke with this morning! So " XXXX '' who is on the phone now is supposed to be an Account Specialist in Collections, upon going through the whole explanation again & " XXXX '' also see 's that the confirmation for the extension was applied to the wrong account, she wasted no time in transferring me to " XXXX '' in which I left XXXX voice mails for her asking her to call me back!! So because Ally Bank messed this all up, no one there want 's to take responsibility in fixing this!! I got no where, I got no results & no one has called me back & they have my name, address & phone number!! We called for help, so we do n't lose our vehicle, without a vehicle, my husband ca n't go to work & pay our bills & then Ally Bank screws this all up!! Please, please help us!! 
Thank you!

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