Consumer complaint received 2025-07-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: ALLY FINANCIAL INC.
State: PA

Complaint narrative:
Dear CFPB Representative, I am writing in follow-up to Ally Financials response to my original and supplemental complaints submitted in XX/XX/XXXX. Ally has now issued two nearly identical responses that fail to address the core of my concern : I was given conflicting and misleading information regarding my ability to cancel a repayment plan, I experienced a significant breach of privacy in the context of a known abusive relationship, and I made repeated good-faith efforts to resolve my account all of which have been disregarded in Allys communications . 
To clarify the timeline, I entered into a repayment agreement with Ally on XX/XX/XXXX, and canceled that same day, prior to the first due date. This cancellation was processed without credit penalty, and I was never informed that missing a payment would be required to cancel it. Later, I entered into a second repayment plan in XX/XX/XXXX. When I attempted to cancel that plan again, before the first payment was due I spoke with 34 different representatives, many of whom told me the plan could be canceled, especially after I informed them that I had successfully canceled an earlier plan. However, one representative initially told me I could not cancel the plan at all. When I challenged that, explaining I had already done so in XXXX, he went to a manager, then returned and told me I could cancel online. I explained that I had tried that before and the option did not work. He eventually canceled it for me during that call. This sequence of misinformation, contradictions, and poor internal processes caused significant confusion and stress. 
Allys written response inaccurately suggests I was attempting to cancel the XX/XX/XXXX agreement on XX/XX/XXXX, which is simply false. I had canceled the XXXX plan the same day I created it, and by XXXX I had already entered into a new one. I submitted screenshots of both repayment agreements showing this, yet Allys response failed to acknowledge the first plan or any of the evidence I provided. 
I also included the names and extensions of the Ally representatives who canceled the XX/XX/XXXX agreement XXXX ( ext. XXXX ) and XXXX XXXX ext. XXXX ) at XXXX in one of the attachments. Ally claims it could not validate my account of events, despite this clearly submitted information. I also provided call logs and voicemail timestamps. 
I followed the instructions given to me by Allys Executive Customer Relations department and left a detailed voicemail for a representative named XXXX, including my name, phone number, and callback availability. However, the phone system did not allow me to select option 4 and then option 8 as directed a recurring issue Ive experienced. I still left a message and even acknowledged in the recording that I hoped it would reach the appropriate party. I later received a voicemail from XXXX after the due date of the payment plan I had been trying to cancel rendering the callback useless. In that voicemail, she again repeated the same faulty call routing instructions. To make matters worse, XXXX written response told me to " note their office hours, '' even though she herself had previously told me to leave a voicemail after hours. That shift in tone from giving instructions to later reprimanding me for following them felt both dismissive and condescending. 
Respectfully, I can not spend hours on the phone calling Ally, being transferred repeatedly, and receiving inconsistent answers. I have a full-time job, a family who depends on me, and regular travel obligations that are essential to supporting my household. I did everything I was asked, followed up appropriately, and remained cooperative yet I was continually met with vague responses, confusion, and silence. 
Most concerning is that my personal safety and privacy were compromised. I informed Ally as early as late XXXX that my co-obligor, XXXX XXXX, was an abusive ex-partner. He had previously damaged my personal vehicle, which I own outright without a loan or lien a fact that underscores my financial responsibility and ability to maintain my own assets. I made it explicitly clear to Ally that no information about my contact with them should be shared with him. That request had nothing to do with restricting access to joint account activity we are both on the account, and I fully understand that but rather with ensuring my direct communication with Ally would remain private. I was assured multiple times that this would be respected due to the seriousness of the situation. 
Yet in XX/XX/XXXX, I received a text from my ex via an anonymous number stating that Ally told him I made a payment. This was false. I had made no payment at that time, nor had I discussed anything with him. Even if Ally considers this account status, there was no status to share, and no legitimate reason to disclose that I had contacted them. If account-sharing policies prevent Ally from keeping that communication private, I should have been told explicitly but instead, I was reassured that my request would be honored. That breach, whether inaccurate or unauthorized, put me in emotional and legal danger and violated boundaries I made very clear. 
Allys written response also includes a statement that charge off does not extinguish the customers responsibility to pay, which, in context, appears to imply that I am trying to avoid payment. That is untrue and offensive. I voluntarily accepted the repossession and charge-off to sever financial ties with my abuser. I stayed in communication with Ally, knew exactly when the account was charged off, and acted intentionally and transparently. Suggesting otherwise minimizes my efforts to resolve the matter responsibly and safely.

Ally also claims they are not required to repossess a vehicle at any specific time. Yet I was repeatedly told by phone that the information I provided including my ex-partners work location was being forwarded directly to the towing company. That gave me every reason to believe Ally was actively pursuing repossession based on my tips. Their written denial contradicts what I was told and once again highlights a major breakdown in internal consistency. 
In summary, I communicated with Ally repeatedly, provided detailed documentation, and made every effort to resolve my account while protecting my safety. I am not disputing the existence of the loan or the charge-off, so these responses are not helpful with this case. I am fully aware of the logistics of being a co-signer. My complaint is about Allys failure to communicate clearly, respect privacy concerns, follow through on commitments made to me, and the fact that I was lied to about my ability to cancel the repayment plan.

Allys repeated use of generic, dismissive responses suggests a lack of accountability and seriousness. I am asking CFPB to help ensure this matter receives the level of transparency and responsibility expected from a national financial institution. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation