Consumer complaint received 2026-04-24 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: CA

Complaint narrative:
Ok as of XX/XX/XXXX my vehicle was paid in full. So, after my contract was satisfied i contacted Ally to see when I will receive the Title. I was told that it would be clear on XX/XX/XXXX. That the sent the info electronically to DMV in my state which is California. I was told that I should receive my title around XX/XX/XXXX ( all supposedly recorded conversations )! So, I set up a sale for my car ( needing the title ). The XXXX come and I called Ally and was told that the title was submitted and should be coming. I had to cancel the sale and loss money on that sale ( because I could not deliver ). On XX/XX/XXXX I contacted Ally and spoke to XXXX at XXXXXXXX XXXX on a recorded line. She told me that since they sent it to DMV which I also have a letter from Ally stating that was the case, I can go to DMV taking the letter sent to me and they could issue a title for me. So, I set up another sale and pickup date for XX/XX/XXXX to sell vehicle. I went to DMV on XX/XX/XXXX after 3 hours there and another hour travel, the person at DMV said and showed me that Ally never sent the electronic title info and showed me it was still having Ally as the lien holder. I was giving the info and told to go called then in regard. So, I head home and called them on XX/XX/XXXX spoke to a person at Ally who told me he apologizes for my mishap and that they will send out a release letter. I said it was not acceptable because it will take 2-3 business days to receive that letter and today is Thursday evening meaning it will not be here until late next week if that. I asked if I could have it emailed to me and he said no, but he could fax it. So, I gave a fax number, and he tells me it will take 2-3 days to fax. Un-acceptable and asked to speak to his Mgr. Spoke to Mgr. and she apologized and gave the same story until I asked when the electronic order was delivered. She then told me that it was rejected shortly after they sent it. So, I asked her why did 5 calls to them and everyone told me it was done and it took me speaking to her and this new info. We got her to fax the letter to me that evening which I took to DMV XX/XX/XXXX XXXX and was told there that they were amazed that Ally removed their name as the lien holder and showed me the proof. But since they just did it XX/XX/XXXX the XXXX XX/XX/XXXX it will take 30 days to get my title. So, I canceled the sale of the car again and will not be able to try and sell the car again until I get back to after XX/XX/XXXX ( traveling to XXXX XXXX on business ). Went back home and called Ally to ask kindly to speak with the Legal Department and was placed on hold after explaining over and over again then hung up on. I called back at XXXX and spoke to XXXX which I explained need to speak to Legal Department and she placed me on hold and got me to a Mgr. XXXX who tells me that he can not connect me to a legal department and that I need to fax or send a letter to XXXX XXXX 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