Consumer complaint received 2020-03-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
I purchased my new XXXX XXXX XXXX XX/XX/XXXX and obtained the financing through Ally Financial. Everything was great until about XX/XX/XXXX. It started XX/XX/XXXX when I had to have XXXX XXXX XXXX XXXX and things did not go as well as planned and I ended up off work for 6 months. I did not plan on being off this long as it placed a great strain on my budget. By the time I returned to work, I will take full blame that I did fall behind on my car payments. I was working on trying to catch back up but was unable to and contacted Ally on XX/XX/XXXX to see what kind of assistance I could obtain. I contacted through the chat option feature that is offered through the website due to being at work and was unable to talk on the phone. I spoke to someone whos name I cant remember who told me that I could pay {$100.00} and change by XX/XX/XXXX or so to roll back the number of days that I was past due for the credit reporting. He then proceeded to demand when I was going to pay the remaining past due balance. I tried to explain that I was seeking some sort of assistance and he continued to demand payment. I continued to explain my situation and that I had lost my spouse in XXXX and then the XXXX in XXXX and was in a XXXX  XXXX and desperately seeking assistance. The agent continued to demand a promise to pay and continued to now threaten my credit, which according to the FDCPA Collections, they are not allowed to do, nor are they allowed to harass me the way he proceeded to do. I became so distraught that I disconnected the chat. After I had time to calm down some, I emailed them through their online portal asking for the chat transcript which I am entitled to have and have not received it. I have then proceeded to leave negative comments on their XXXX page and was asked to privately message them, which I did and was told that someone would reach out to me. I received an email that someone would investigate the issue. Not a word since. I started to receive collections calls, explain my situation and the regulations that were violated and told that someone would reach out to me and not a word since. I have asked on numerous occasions for the transcript to the XX/XX/XXXX chat session and have continued to be ignored. I have no intentions of not paying but again am seeking assistance for the past due balance, the transgressions that the agent committed and assistance for the payments until I can get back on my feet financially. I also still am requesting a copy of the chat transcript from XX/XX/XXXX of which I have yet to receive after almost a dozen requests. The service I have received over the 3 months is beyond disgusting and has also violated several FDCPA Regulations and this issue needs to be investigated.As of XX/XX/XXXX, they have now started to disguise their phone number and are now calling from alternate area codes as well which is also a violation.

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