Consumer complaint received 2025-06-30 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: ALLY FINANCIAL INC.
State: PA

Complaint narrative:
I am Estate Executor for co-signor2. Co-signer1 pre-deceased co-signer2 in XXXX -Called Ally as soon as account discovered, in XXXX or XXXX XXXX information indicated that the auto payments of XXXX end around XX/XX/XXXX for a rough total of {$1700.00}. 
-Situation explained and XXXX  says the account was past due. I learned the last payment was made days before death of account holder in XXXX XXXX i requested to pay the late payments to bring it up to date or pay offf, and see what's going on. 

Several more calls were made to Ally before credentials were requested from me in order to make payment and handle account -Information requested was sent along with request to payoff to Ally by fax on XX/XX/XXXX, -calling a week later, they say did not receive but said they will call when they get the info. They conveyed no alert of serious status or that the account was in jeopardy. The fax with the death certificate and letters of administration was sent and confirmed XX/XX/XXXX I never received a call back or information to pay the account. When I called around XX/XX/XXXX to see what was going on, they told me that they never got the documents and the car was out for repossession and was charged off on XX/XX/XXXX. Ally continued to say that I didn't send the documents in because they didn't have them. I was able to produce the time and date of the fax from the confirmation slip. Then, during the conversation, Ally " found '' the fax, they say they did not receive, and conceded that they did, in fact, receive the documents on XX/XX/XXXX and had not put them in their system and acted on them. They told me that they put the documents in the system as of that date i called, XX/XX/XXXX.... After the account has gone to charge off and repossession without any knowledge. Ally requests around {$3000.00} now, which includes their costs for charge off and reposession costs with their 3rd party. Servicer ... all because they did not process the information that they requested in a timely manner. 

With this information, i requested recalculation of the figures because of their mistake in losing track of the legal documents i sent and not processing the request in a timely manner. Allys failure to process the requested information in a timely manner caused the account to go to ChargeOff and Reposession status.

Many phone calls were made to ally in an effort to resolve this. I requested assistance several times in a row, and they told me it was expedited though I never received a call back to resolve the problem. Not even the supervisor I was passed to in order to expedite this issue was able to assist. 

Ally sent the original contract and payment history. There were about XXXX payments of appx XXXX each left per the contract at the time I first contacted them to resolve this. Account history shows diligent payments to fulfill the contract throughout its term, with the last payment being made days before the clients death. Unable to load documents to your portal here/AR

Company response to consumer: Closed with explanation