Consumer complaint received 2015-03-25 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: ALLY FINANCIAL INC.
State: AL

Complaint narrative:
We have an auto loan with Ally Financial. We called them at XXXX, on XXXX XXXX to request a 2 month extension. The representative on the phone gathered information and processed the request, letting is know we had a small payment of XXXX due on XXXX XXXX and no payment due on XXXX XXXX and a final small payment due on XXXX XXXX if XXXX. After that our payments would return back to normal for XXXX XXXX. They advised us we would receive paperwork in the mail. On XXXX XXXX I called them back because we have n't received paperwork yet and they also had on their website a payment still due even though we made a payment based on information above from our call on XXXX XXXX. The representative advised that the original request was not completed on XXXX XXXX and apologized and advised they will complete it again and since we already made our payment for XXXX XXXX out next payment was n't due until XXXX XXXX of XXXX. We said ok and awaited paperwork again. We did not receive any paperwork againI received a number of calls from a collection agency and I returned their call on XXXX XXXX at XXXX and requested a supervisor and was transferred to XXXX XXXX at ext XXXX, to find out that neither of these above extension requests were ever processed. I was advised AGAIN that they would complete the extension and apologized for the mistake. I was told on XXXX XXXX by XXXX that the customer service department did have noted on the account where they were supposed to complete the extension but never did. She apologized again and handled the extension. 

At this point we have 2 months being reported as delinquent on my and my wife 's credit for XXXX different credit agencies. XXXX apologized but said there was nothing she can do to rectify that and I would have to do this on my own. 

I called back today XXXX XXXX to find out what Ally would do to rectify them reporting in accurate information on my credit and was advised that I need to take it up with the agencies again. I advised them, this was not my fault why should I have to do the leg work. I asked the representative today about the notes in their system snd she was able to read each note that was written by XXXX ally financial reps during above dates and I requested copies of these notes and was told I need a subpeana to get them. She Advised it was in their system but they could not provide it to me. 

I 'm being penalized on my credit by ALLY FINANCIALS NEGLAGENCE! Please help me get this resolved. I do n't have any documentation since they will not provide it to me but they have advised their notes are in their system for internal use and will still be there for others to pull up. 

My credit took a huge drop because of the delinquency being reported and I would like the delinquencies removed off ASAP. 

If you need any other information I am available to speakThis was no way in any shape or form our mistake.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation