Consumer complaint received 2024-08-26 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem extending the lease
Company: ALLY FINANCIAL INC.
State: MI

Complaint narrative:
Extension paper dated XXXX XXXX was received on XX/XX/XXXX. 

On XX/XX/XXXX called in multiple times after being disconnected and transferred, when calling to request email address to send the paper work to. Was advised that payment not received and paperwork not receive that day would result in lease termination with no extension. Was advised the full terms outlined in the attached lease extension document received by mail. In addition to being advised that would have to make payment over the phone because the first payment can not be made on the portal. In order to make additional payments the lease extension would have to be confirmed and with payment. Provided payment details, was issued Conf XXXX for payment with documented phone of # XXXX via XXXXallyfinancialXXXX XXXX XXXX for Ally Financial XXXX 
Multiple calls were made that date ( call log screenshot attached ). Including the final call that day at XXXX XXXX ( call duration over 5 minutes ) when I called in to confirm the fax number and detail for the fax to ensure that the documents were received that day as advised. ( Attached included in folder - Fax confirmation and Fax receipt ). 

After a few unsuccessful attempts due to what appeared to be website maintenance XXXX unable to schedule remaining payments for the payment arrangement. However on XX/XX/XXXX I was able to schedule the 2 remaining payments. Received confirmation that both payments were scheduled successfully. ( Reference- Payment Schedule Confirmation ) On XXXX XXXX at XXXXXXXX XXXX XXXX received email notification that payment was canceled on XX/XX/XXXX. This payment was not canceled by me and canceled by Ally. This promoted my call to Ally on XX/XX/XXXX. But called outside of business hours. 

Called on XXXX XXXX at XXXXXXXX XXXX Then called back at XXXX spoke with XXXX who initially advise that the lease extension was not processed due to not receiving paper work. Advised that the paper work was faxed in on XXXX XXXX while speaking with a representative from Ally and have confirmation and asked her to review the fax box because I had the confirmation. Asked for her to look into then she completed a blind transfer with no explanation or details after having me on hold for over 10 minutes Connected with XXXX - End of Term Department XXXX Option 2 Option 4 Advise that would have to send over to the Escalation Team and they would have to give me a call back within 24-48 hours And that Confirmation is not available, the account will be notated. 

No call receive from anyone acknowledging from Ally Escalations team. Therefore called back on XX/XX/XXXX at XXXXXXXX XXXX who advised the escalation team did call me. Questioned what number would they be calling from advised unaware dont know. I assked what date/time did the call take place and if a message was left. The response was a call was placed on XXXX XXXX around XXXX XXXX and no voicemail was left they disconnected the line. ( Voicemail in attachment folder ). I asked to speak with a manager and was refused the ability too and was advised that can only send back to Escalation team that would call me within 24-48 hours. 

XX/XX/XXXX Received call not advising what team or recourse only asking if I needed additional assistance to call back. No assistance ever provided. Voicemail in attachment folder. No communications were provided via their secure portal via email as usual communications forum or anything. 

XXXX XXXX, I began to research for any of my network contacts to receive assistance with this matter and to understand rights and understand what can/should be done prior to continue to go into circles. 

XXXX XXXX, I woke up to receive a notification that my XXXX ( which is in the vehicle ) was no longer near my XXXX and to go look and my entire car was missing. I called the police moments. Police confirmed that they were notified of a repossession for make model of XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX MI and that I would have to contact my finance company for any details. Which was out of business hours for the service line. 
XX/XX/XXXX XXXXXXXX XXXX XXXX advised will have to connect me to another team. 
Transferred to XXXX Repossessions Team. However, advised that was connecting to a team and was sent to a number saying that I was selected for XXXX prize and to press any key to be connected to a live agent then disconnected line. 

Called back at XXXX XXXX spoke with XXXX to Redemption Department /Repossession Team XXXX. 

Supervisor, noted were not able to reopen the lease. Have 3 Business days from taken date to purchase vehicle. The fastest way would be through a dealership. Advised I have to go through a dealer by Wednesday before the car is sold in auction. 

Transferred to the number above who advised that he lines says we do not have record of your lease possess vehicle call back in 2 hours. 

XXXX XXXX  called back spoke back with XXXX for transfer and was advised that have to call back in 2 hours to allow for manual transfer and thats the only area that can advise me of the location of my belongs and the company. 

XXXX XXXX Called XXXX stated no record of repossession and to call back in 2 hours.

Company response to consumer: Closed with explanation