Consumer complaint received 2026-06-01 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Termination fees or other problem when ending the lease early
Company: ALLY FINANCIAL INC.
State: WA

Complaint narrative:
I respectfully disagree with Allys response and request that the CFPB keep this complaint open for further review. Allys response repeats the lease terms and the final balance, but it does not answer the central issue in my complaint : why Ally failed to provide meaningful assistance with registering the leased vehicle after my medically necessary relocation from Florida to Washington. I did not intend to return this vehicle. My intent was to continue using the XXXX for safe and reliable transportation for my family, particularly because my wife is my primary caregiver and transportation is critical in the event of a medical emergency. Before this matter escalated, I made repeated attempts to obtain assistance from Ally regarding the relocation, insurance, plate transfer, registration, and account status. Allys own response acknowledges that between XX/XX/XXXX and XX/XX/year>, it received multiple secure messages from me concerning my address change and hardship. However, Ally has not explained why those communications did not result in a workable registration solution. This was not a simple payment issue. The core problem was that I could not complete the vehicle registration process and could not obtain the necessary assistance from Ally to lawfully operate the vehicle in Washington. This directly affected my familys ability to maintain legal and safe transportation. The situation also created serious consequences for my wifes driving status, which further increased the urgency because she is my caregiver and must be able to transport me when medically necessary. I acted in good faith throughout this matter. I did not abandon the vehicle. I secured it at a dealership and continued trying to resolve the matter through proper channels. Returning the vehicle was not my desired outcome ; it was the result of being left without a practical path to legally use the vehicle. Ally is now demanding {$22000.00}, which includes a substantial amount for remaining lease payments. I request that Ally explain why I am being charged this amount when the vehicle became unusable due to an unresolved registration and servicing issue, despite my repeated requests for assistance. I also request that Ally explain whether a purchase or payoff option would have resulted in a lower cost than the balance now being demanded after the vehicle was returned and sold. I respectfully request the following resolution : XXXX. A written explanation from Ally identifying each action taken in response to my registration and relocation assistance requests. XXXX. A clear explanation of why Ally did not provide a workable registration solution before the vehicle had to be returned. XXXX. Reconsideration of the {$22000.00} balance as a hardship-driven and servicing-related outcome, rather than a voluntary early termination. XXXX. Reduction or waiver of the remaining lease payment liability and related fees caused by this unresolved registration issue. XXXX. Removal, correction, or suppression of any negative credit reporting or collection action related to this account while the dispute remains unresolved. Allys response does not adequately address the servicing failure that led to this outcome. I am asking for a fair review based on the full timeline, my documented medical hardship, my repeated attempts to obtain assistance, and the fact that I never intended to surrender the vehicle.

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