Consumer complaint received 2024-09-03 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
Urgent Complaint Against Ally Financials for Gross Negligence and Deception Dear CFPB, I am writing to express my severe distress and frustration with Ally Financials regarding their gross negligence and deceptive practices in providing a lien release letter for my car. Despite my repeated requests over the past XXXX weeks, Ally Financials has failed to fulfill their obligations. Below is a detailed account of the events : On XX/XX/year>, I made an initial request for a lien release letter with a wet ink signature from Ally Financials after fully paying off my car loan. They claimed to have mailed the letter but provided no tracking number. After XXXX entire weeks, the letter was not received and was apparently lost. 

In mid-XXXX  XXXX, I called Ally Financials multiple times, urging them to mail a new letter with a tracking mail option. I even provided my own XXXX  account to expedite the mailing. Despite my efforts, Ally Financials refused and asked me to wait another week. When the time passed, they continued to delay the mailing due to administrative reasons. 

On XX/XX/XXXX, I called and Ally Financials ' representative claimed the letter was shipped, but XXXX days later on XX/XX/XXXX, another representative said it was still pending business approval and letter is still not shipped. Most absurdly, his internal records showed that the digital version draft of my lien release was just created on XX/XX/XXXX, weeks after my initial request. It showed that all previous communication and status updates to me were all false and made-up. 

To this date, I still haven't received the letter nor got any confirmation from Ally Financials when or whether they can send this out. 

The lying, deception, untimeliness, and negligence exhibited by Ally Financials have caused me significant financial loss. I intended to trade in my vehicle for a new one, utilizing a time-limited promotion from a car dealer in XXXX. Due to their consistent delays, my trade-in deal was canceled, and I will be penalized with financial fine. More importantly, the expected trade-in cash refund in the amount of $ XXXX was intended to pay off a property tax due on XX/XX/year>. Without that cash refund, I am now facing serious financial penalties and at the risk of potentially endangering my home ownership. 

This situation has caused me immense mental stress, damaged my credit score, and severely affected my capability to purchase or loan a new car. The actions of Ally Financials are unacceptable and have had a devastating impact on my financial stability and well-being. 

I urgently request the CFPB to investigate this matter and take immediate action against Ally Financials for their gross misconduct. I am seeking compensation for the financial losses and mental distress caused by their actions. 

Thank you for your prompt attention to this critical matter.

Company response to consumer: Closed with explanation