Consumer complaint received 2025-06-27 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Deficiency balance after repossession
Company: ALLY FINANCIAL INC.
State: PA

Complaint narrative:
I co-signed a car loan with my ex-partner, who stopped making payments. Due to the abusive nature of that relationship, which I disclosed to Ally in late XXXX, I went no-contact with him. Despite this, I made every effort to assist Ally in repossessing the vehicle by providing his address, locations he frequented, and later, his workplace. 

Ally reassured me that the towing company would act on this information, but nothing happened for months. In XX/XX/XXXX, I located his workplace myself and shared it with Ally. At that point, I was given multiple towing company contacts previously, I had only been assigned one. When I contacted one of the companies, they told me they couldnt proceed because the plate was still active and Ally hadnt properly updated the assignment. I had to call Ally back to relay this. It was only after I directly provided the towing company with my exs work address that the vehicle was finally repossessed. This delay could have been avoided if Ally had properly acted on the information I had already provided. 

Additionally, I believe Ally may have violated my privacy. My ex sent me a text from an anonymous number stating that Ally told him I had scheduled a payment on XX/XX/XXXX which is false. This disclosure put me at risk, and I explicitly asked Ally multiple times not to share any of my activity or contact with him. 

Most recently, I attempted to cancel a repayment plan for the deficiency balance. I had entered a previous repayment agreement on XX/XX/XXXX, but accepted it while feeling triggered and overwhelmed by the situation. I did not intend to proceed with that plan and called to cancel it, which was done the same day. A new repayment plan was then created. As the XX/XX/XXXX, due date approached, I realized I could not follow through due to financial concerns and a desire to avoid any missed payments on my record. 

I was initially told I could defer or cancel the contract before the due date. I called to cancel and was told someone would return my call in a few minutes, but no one did until XX/XX/XXXX, when I called XX/XX/XXXX. In the meantime, I followed up and spoke to several representatives. Some told me I could not cancel, others implied that I might be able to. Eventually, I was told the only way to cancel was to miss the first payment, which would negatively impact my credit. This contradicts my previous experience the first plan I canceled was not reported to the credit bureaus, and I was not told that it would be. 

When I explained this, a representative finally said I could cancel online, which I had tried to do back in XXXX, but the option did not appear. I felt dismissed and condescended to during these calls, despite clearly communicating my situation and intentions. As someone who works in the field of psychology, Ive done everything I can to manage this process responsibly while protecting myself from additional emotional harm. 

On XXXX XXXX XXXX I received a missed call from Ally at XXXXXXXX XXXX following the most recent conversation, but no voicemail was left. I typically do not answer calls from unknown numbers unless a voicemail is left due to trauma and spam calls. A voicemail was left earlier that day at XXXXXXXX XXXX but I was with a client and could not answer. 

Overall, Ally has been inconsistent, dismissive, and negligent throughout this process. They failed to act on critical repossession information, mishandled sensitive communication, and provided conflicting details about repayment plan options. This has only compounded the emotional distress caused by my past abusive relationship. I am seeking resolution, clarification on my repayment status, and assurance that my credit and personal safety will not continue to be compromised. 

Attachments include : Screenshots of voicemails Call records A text message from my ex referencing Ally Emails of both repayment agreements, as the first one was cancelled ( XXXX XXXX XXXX XXXX XXXX  ) Notes from prior conversations, including names of representatives that assisted with the first repayment plan cancellation and repo-related instructions

Company response to consumer: Closed with explanation