Consumer complaint received 2020-02-04 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Incorrect information on your report — Account status incorrect
Company: ALLY FINANCIAL INC.
State: IN

Complaint narrative:
In advance please note this is related to a lease concluded in XXXX. 
Therefore some details are now challenging to present. 
At auto lease conclusion in XXXX, we were informed by Ally to drop the vehicle off at any XXXX dealer. We did so at our nearest location. Note we were never asked to schedule appointment to access the vehicle for any excess wear and tear. 

A week or two after dropping off the vehicle Ally sent an invoice for wear and tear. I believe it was as I recall for about {$500.00}. We immediately sent letter ( attached ) disputing and pointing out that as example, a key fob they invoiced had already been returned to dealer. In addition we requested more information as to what they were charging for as none had been provided ( i.e. pictures ).

After some discussions with Ally representatives, they agreed to lower the excess wear and tear amount, as I recall, I believe down to {$180.00}. We agreed and paid that amount with understanding that this would close us in good standing. Note I believe Ally sent a letter to that effect which I am searching for in records. They can not produce that information either stating that it's due to how old the account is. 

So in summary of information presented above regarding end of lease process, we were in our opinion over billed for lease wear and tear and came to agreement with Ally to lower the amount, which we paid. At that time all seems to have been right with the account and we heard nothing more until about XX/XX/XXXX of this year. 

Note during this period of time from XX/XX/XXXX to XX/XX/XXXX nothing appeared on my credit report, all scores were showing as exceptional in the 800s. Also during this time we did 2 mortgages, new auto leases, new auto loan, new credit card, etc. Not one time did this item appear as issue on credit reports. 

ONE OF THE ITEMS REFERENCED ABOVE WAS EVEN A NEW AUTO LEASE WITH ALLY IN XXXX OF XXXX! Why would they establish a new lease with us if we were in bad standing on previous account closed in XXXX of XXXX? 

Around XX/XX/XXXX my credit report was ran for a new mortgage. Suddenly there is now information being reported by Ally that the lease referenced above had been severely delinquent, paid as settlement, and includes status of " Account paid in full for less than full balance ''. 

To date I have called Ally on 3 separate occasions in attempt to resolve. A dispute number XXXX has been filed with them. Note information is very vague as they continually state in most instances that they are unable to pull up any account information due to be closed and how old it is. 

Most calls merit them not being able to state any amount being showed as owed. However one agent seemed to find a {$330.00} balance referenced. This could be the amount that they deducted from original invoice due to us having provided key fob and insufficient information to support wear/tear charges. HOWEVER, ANOTHER MAJOR NOTE ON THIS ITEM IS ; HOW CAN WE BE DELINQUENT IF THEIR CALL CENTER AGENTS CAN'T EVEN PULL UP ACCOUNT AND TELL US AN OWED BALANCE?!! 

As per information noted above, we did not settle this account for less than what was owed. Instead, Ally agreed that they did not have sufficient reason/information to charge us the amount originally invoiced for wear and tear and lowered. 

What also makes no sense is that this would be erroneously reported almost a full 5 years after account was closed. If Ally truly thought we were in delinquent, settlement, or balance owed status, why would it not report out immediately. It certainly seems they suddenly have had an account/system error that sent this incorrect information. 

In conclusion it is extremely frustrating that Ally representatives can produce no viable information, nor are able to assist in resolution. After I called the first time they stated it would be looked into. It wasn't until my second call that they even provided a confirmed dispute number. Note I have also attempted to log into our previous on-line account and it no longer allows me to do so. 

The issue likely means we may lose out on mortgage opportunity that could cost us thousands of dollars. We need immediate resolution. 

Thank you

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