Consumer complaint received 2025-08-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: ALLY FINANCIAL INC.
State: GA

Complaint narrative:
My vehicle was repossessed by Ally Financial due to my hardship of not being able to make a payment. I wanted to trade in the vehicle, but the dealership XXXX XXXX XXXX was supposed to send a check to the financer for unauthorized additions to my loan that I have been trying to have done since 2022. I have consistently kept Ally Financial up to date with this difficulty but have not been able to get ahead before the car was repossessed on XX/XX/XXXX. I called in to make a payment over a week and a half ago. The methods they provided I wasn't able to do because it required cash in person payments only which I am unable to do. We eventually tried to have customer service reopen the account so that I can transfer the money but that also did not work. They gave me their bank account details to make a direct same day transfer. I took the information and made the transfer. It was supposed to get to them on the XXXX. On the XXXX I got a notification saying that the payment was returned to my account because there was something incorrect about the account number. I ran back the recording that I did of them and there was nothing wrong. When I called they insisted I say the account number first before saying " oh you're missing a XXXX ''. This time I made sure I submitted the payment while they were on the phone at around XXXX on the XXXX. I then called my bank to find out when will their bank receive the payment and they said that they should receive it by XXXX on the XXXX of XXXX. I checked my account that day and it was stated that the payment was received. I also got a notification from my bank the following morning on the XXXX. Shortly thereafter, I called Ally to inquire about the update as i had received no communication from them. They said that they had not gotten the payment. I said so where is the money. They said to call back in a few hours perhaps there is a delay. When I called back they again told me there was no payment on their side. I proceeded to call my bank which confirmed that the payment was received since the XXXX and provided me with a trace number # XXXX for the amount of {$3400.00}. They then suggested I call the recipient 's bank, which I had already asked Ally to do previously. I proceeded to take matters into my own hands and call XXXX myself who was limited to give me additional information. XXXX suggested that I have Ally call them which I then told XXXX I already tried to do and suggested I call them and put the call on threeway. When I did that and informed Ally that they were on threeway with XXXX, Ally hung up the phone and refused to continue. XXXX unable to proceed forward told me to try to call them back to see what I can do. I called them back independently and for over XXXX different representatives was hung up on without a resolution. The last call I made was at XXXX XXXX minutes before they closed and was finally given to a supervisor who bothered to take the trace number dispite me trying to give it to XXXX other supervisors before him. He said that they still do not see the transaction and that I should call back on Monday to see if it has posted and if they don't see it, they will proceed with the sale. I do not know what to do here. Please advise.

Company response to consumer: Closed with explanation