Consumer complaint received 2026-06-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I am submitting this supplemental complaint regarding Ally Financials continued mishandling of my account and vehicle repossession. As of today, it has been XXXX business days since my vehicle was repossessed on XX/XX/XXXX, and Ally Financial still has not provided me with the amount required to redeem my vehicle. Throughout this process, I have repeatedly contacted Ally seeking answers and attempting to resolve the matter. Instead of receiving clear information, I have been subjected to delays, contradictory explanations, repeated promises of callbacks that never occurred, and shifting timelines. Most recently, I was again told to wait an additional XXXX to XXXX business hours despite already waiting far beyond the timeframe previously provided. I continue to be denied the most basic information necessary to recover my vehicle. Ally has possession of my vehicle, yet no one can provide me with the amount I must pay to redeem it. I have made every reasonable effort to obtain this information and have been met with continued delays and excuses. I have also received conflicting information regarding a fraud investigation associated with my account. I have explained repeatedly that I did not commit fraud. The issue relates to payments that were returned after taking longer than expected to process through my bank. A representative from Allys fraud department informed me that the investigation should not prevent me from obtaining redemption information. Nevertheless, I still have no redemption amount and no meaningful explanation for the delay. This matter is particularly troubling because this is the second repossession dispute I have experienced with Ally. In XXXX, Ally determined that a repossession occurring during a payment arrangement was wrongful. In the current matter, my vehicle was again repossessed while I was participating in a payment arrangement. Ally has refused to explain what specific facts distinguish the XXXX situations despite my repeated requests. The conduct of Ally representatives throughout this process has also been unacceptable. I have encountered representatives and supervisors who were dismissive, argumentative, and unwilling to provide direct answers to reasonable questions. Rather than assisting in resolving the issue, Ally representatives have repeatedly transferred responsibility, provided inconsistent information, or instructed me to continue waiting without providing any concrete timeline for resolution. The ongoing delay has caused severe harm. Because Ally has failed to provide the information necessary for me to recover my vehicle, I have been left without reliable transportation for an extended period. This has affected my ability to travel to work, caused repeated lateness, created financial hardship, and contributed to the loss of my employment. The consequences of Allys actions continue to grow with each passing day that the company refuses to provide the redemption amount or a meaningful explanation for its failure to do so. I am requesting an immediate executive-level review of my account and demand that Ally provide : The exact redemption amount required to recover my vehicle. The date on which the redemption amount was calculated or became available. A written explanation for why I have not been provided this information after XXXX business days. Copies of all account notes relating to the repossession. Copies of all account notes relating to the payment arrangement. Copies of all account notes, alerts, restrictions, investigations, or holds associated with any alleged fraud review. Copies of all repossession authorizations and internal communications relating to the repossession. A written explanation identifying the specific differences between the XXXX repossession that Ally determined was wrongful and the current repossession. Identification of every department involved in decisions affecting my ability to recover the vehicle. Identification of every employee, supervisor, or decision-maker responsible for delaying the release of redemption information. Given the repeated servicing failures, the extended delay, the inconsistent information, the failure to provide redemption information, the financial harm caused, the loss of transportation, the employment consequences, and the history of prior repossession disputes involving Ally, I request that Ally seriously consider releasing me from any remaining obligation associated with this vehicle, waiving any deficiency balance, terminating any remaining debt arising from this account, correcting any adverse reporting connected to these events, and providing any additional relief deemed appropriate after a full review. At this point, Allys actions have deprived me not only of my vehicle but also of a fair opportunity to recover it. I request a complete written response addressing each issue raised in this complaint.

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