Consumer complaint received 2025-01-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
Since XX/XX/year> I have had issues with Ally Servicing - Auto Loans. 

I purchased the car in XXXX, and created my account with Ally received the confirmation email on XX/XX/XXXX stating " Thanks for enrolling in Ally Online Services. '' However, since the beginning, I have been unable to access any of my auto loan information. I first called in both XXXX and XXXX and had Customer Service " escalate my login issues with a ticket to the XXXX Department. Nothing was ever resolved. They have " escalated my issue '' with XXXX " XXXX Department tickets '' now. I requested paper statements be sent out, and I was not sent my first statement until XX/XX/year>. The " Account Summary Statements '' they send out are completely worthless. The only information provided is the Next Payment Amounts, Past Due Payments, and Other Unpaid Amounts. Ally Servicing does NOT include anything such as : Original Loan Amount, Principal Balance, Unpaid Balance, Total Loan Balance, Interest Charges, Finance Charges, or any other information about my auto loan, and the money I have paid thus far. NOTHING. THIS IS UNACCEPTABLE!! I am paying a company, for an auto loan, that I am unable to even see any of the financial information I listed above or where my money is going?! 

Customer Service is untrained and unhelpful. Every single month, they refuse to listen to my concerns ( apparently there aren't notes to reference from my previous calls? ) We try every single time to login to both the mobile app + desktop website. Nothing has been resolved. The following steps have already been taken : When I type in my Username & Password ( that has been verified every month by Ally CS ), I get this error : " The username and password you entered aren't valid '' ) When we click " Forgot Username '' I get this error : " Hmm, we're having trouble finding you. '' When we click " Forgot Password '' I get this error : " Hmm, we're having trouble trouble finding you. '' When they tell me they've " reset my password using a temporary password, '' it does not work. Every single time. I type in the capital " XXXX  '' and the last XXXX. It does not work. 
When they ask me to " attempt '' to RE-create a profile, I get this error : " Something's not right. Call us to access your account '' I call " them '' ( Ally Customer Service ), every single month. I explain the issue, every single time. Customer Service is untrained and unhelpful. Every single month, they refuse to listen to my concerns ( apparently there aren't notes to reference from my previous calls? ) I am currently behind on payments as I have been fighting with Ally Auto to give me access to my account. The collections department said that " Online Access '' was a " luxury add-on '' that they provide, and not necessary for the loan that I agreed to. When I stated that I would like to see what the current balance was, the late charges, how much of the principal has been paid, she rudely yelled stating that I could calculate this on my own, since I have the loan documents I signed at origination. THIS IS UNACCEPTABLE. I should be able to see my progress, the fees I've been charged, and actual FINANCIAL INFORMATION for my AUTO LOAN. 

When I call to make my payments, I am REQUIRED to pay the extra processing fee, since they have not fixed my account. The amount I owe on the recorded third party line does not match up to the " Payment Amounts '' on my Ally Statements. I continuously receive text messages from Ally stating, " Review an important message about your accounty. Login or enroll at ally.com '' - yet I am UNABLE TO LOGIN! Still, XXXX months later - they can not fix my account. THIS IS UNACCEPTABLE! Ally Servicing continues to communicate via their app and website, but refuse to correct their customer 's account issues. 

Ally Auto does not have an email address to reach Customer Service. When asked, I was also unable to speak to anyone in the XXXX Department. This is UNETHICAL. Anyone who takes out an auto loan should be able to access their own personal financial information. I am unable to see where my money has been going, and it's been over 6 months with no resolve.

Company response to consumer: Closed with explanation