Consumer complaint received 2021-08-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Loan balance remaining after the vehicle is repossessed and sold
Company: ALLY FINANCIAL INC.
State: UT

Complaint narrative:
I purchased my vehicle XX/XX/XXXX. My creditor was Ally Financial/Ally Auto. In XX/XX/XXXX my 1st payment was due.. On XX/XX/XXXX my place of employment shut down and on XX/XX/XXXX and I was let go due to the Coronavirus pandemic. I reached out to Ally financial i was advised that they were doing 120 day payment extensions for EVERY CUSTOMER requested. My next payment due date was XX/XX/XXXX. I made this payment. In XXXX I had still been waiting for unemployment. I was denied traditional unemployment which took 4-6 weeks with approval or denial. So I had to apply for Pandemic UI. This took 6 weeks. I immediately contacted Ally Financial to advise the circumstances. I was ENSURED by a manager repossession would not happen unless i was 90 days+ late with no contact to them. Now I was speaking to a manager because on their website it specifically states " they are here for us '' " we will work with you '' " if you have been affected by covid, we have options '' Yeah that's not true. I was literally one of the 1st ppl affected by the pandemic hints why UI was such a long wait. I was denied ALL of their so called resources because I had not made 6 months payments on my loan. But I hadn't even paid on my loan for that long. My 1st payment on my loan was XXXX. So I had a {$460.00} payment with XXXX income and no resources. In XXXX my father was in the hospital with covid and organ failure. The hospital advised that even though we could not see him, we needed to be there and prepare for loss of life. I live in Utah he lives in Texas. I had to go. So I decided to wait to pay my auto loan. I had to anyway due to {$0.00} income. I spoke with Ally Financial CS/Supervisors and Managers and advised. I was getting a call every single hour. Even though the SUPS and Managers noted this on my account and told me everytime I called the collection calls would stop they never did! Evey day all day from the day after my due date the XXXX XXXX. From XXXX I was in Texas. While in Texas I received a call from the police. My home had been burglarized.. a few times. A total of 6 time my home was broken in ( per my home security alarm notification ) On XX/XX/XXXX we were hit by a declared natural disaster. My back door was kicked in by the burgulars so the natural disaster affected the inside of my house as well. So on XX/XX/XXXX I come home to drugs all though my home, all my stuff, bsnk accts and identities stolen ( literally ) and a hurricane inside. Finally from XX/XX/XXXX I received my unemployment. {$130.00} a week. In total. I rcvd a {$1600.00} deposit. I knew I needed to pay my car payment because even though they helped they didn't. But I also knew I had all my other bills due. So I had {$460.00} due for XXXX and {$460.00} due for XXXX on the XXXX. I used my cash card account via direct debit so Ally Auto was linked to the actual account. Again this is a cash card. You can not at anytime make any payments if uou do not have cash loaded on this card. It will not pend it will automatically reject. On XX/XX/XXXX I paid {$250.00}, XX/XX/XXXX {$200.00}, XX/XX/XXXX {$250.00}, XX/XX/XXXX {$300.00}, XX/XX/XXXX {$200.00}, XX/XX/XXXX {$300.00}. My payments are {$460.00}. I decided to use all my funds on Ally since they did not offer any resources. I paid a total of {$1500.00}. XXXX, XXXX, XXXX and half of XXXX. The calls ended. I did not receive ANY calls. XXXX XXXX. I open my door and there is a man who secretly opened and entered my gate ( which are all locked with a tie because of my small children ) with my vehicle fully connected to his truck. I ask him what he is doing and he says your vehicle is being reposessed? I told and showed him my proof of payments. Which are from Ally Financial. He calls Ally and advised he sees the payments made. Ally asked to speak with me. Ally advised me that they had not received or showing any of my {$1500.00} payments. But I did not receive 1 single collection call like I did in XXXX? They advised me that since he has my vehicle hooked he can not unhook it " legally ''. Ally gave me a fax number to send my proof of payments. I did immediately. I call the next day my account was transferred to another department and they gave me another fax. I fax call them again, my account was again transferred to another department. This happened 5+ times. For 2 weeks or more all the way to the retention department. I spoke with them and they took my statement and contested the repossession. Advised me to call back in 1-3 days for the response. I called the 2nd day where had me do it all over again by the 3rd time I finally said I've already contested the repossession I am calling to know what the response is. I do not need to contest the repossession again. At this point I contacted all of corporate. With no response. I call in again and they advised that they accepted ALL of my payments but the repossession stands!!! That makes no sense. When I spoke with a sup or manager she could not tell me why my vehicle was repossessed Because they accepted my payments. She put me on hold unexpectedly until she hung up. They wanted me to pay them $ XXXX for my vehicle being reposessed 13 days after my due date! They sold my vehicle and never allowed me to get my items out. My vehicle was {$16000.00} with a total finance for 72 months being $ XXXX. Its only $ XXXX if I go XXXXmonths. They sold my car for $ XXXX. If anything theybowe me money. I truly hope this gets looked into. Because they are wrong in do many ways. ( please reach out for any of the proof I have mentioned above. I have saved calls, emails, bank statements etc to XXXX )

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