Consumer complaint received 2023-07-23 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:
On XX/XX/2023, we ( joint ownership of loan ) contacted Ally Financial regarding our auto loan and a financial hardship via their website : www.ally.com. We spoke to an online agent and was told we could apply for an extension to the load to help with the hardship. We filled out the form for the extension and was approved for a 2 month extension. The term was to sign the document and have made a payment of {$400.00} to have it be approved within 10 days from the date of the letter. We signed the document and sent it back. I requested an extra 2 days to pay the amount to align with my paycheck and they stated it was not possible. They said to let the extension letter expire and re-apply for a new extension to have the extra days to make the payment. We started the extension request process again on XX/XX/23 and was approved again with a payment due within 10 days of the signed letter. This time they mailed us the extension approval letter to sign and have sent back by the 10th day of the dated letter. The extension agreement is dated for XX/XX/23. We received the letter on day 8 and according to the extension agreement, we are allowed to fax it directly to them. We signed the letter on XX/XX/23and was able to directly fax it to them on XX/XX/23. We requested confirmation that the extension agreement was delivered and received printed copy for proof of delivery and that it was delivered successfully to them on XX/XX/23 at XXXX CST and delivered by XXXX CST. We made to sure to keep all documentation for our records. We also confirmed on the Ally website that they processed the amount of {$400.00} successfully from my bank account on XX/XX/23 as well with verification as well. On XX/XX/2023, we both started getting harassing calls from Ally Financial that we were past due on our auto loan and that we owed money. We get an automated call and then wait to speak with their customer service department. Once we get on the line with Ally rep 's, we get the same past due and make a payment now transcription from them. When we go into detail on the extension approval with them, they go into our account and tell us there was no extension letter approval or that they did not receive the letter back. We verified the fax was sent correctly and sent in time, however, they refused to find a solution and told us to re-apply again but it would still make it a 30-day late payment on our credit reports. We requested to speak with a supervisor and was just told we can send an email with the proof of documents we have. We went online and sent an email to Ally, along with all of our proof of documentation that everything was done and delivered on time and correctly to correct locations. I even have a screenshot from the representative with Ally through their chat live option and told them I was sending the letter and money now. We also found out our credit did take a drastic hit because of this issue, it has caused us each XXXX points demerit on our credit reports. With no response back yet on the email, on XX/XX/23, I sent another email pleading for someone to contact us to get this resolved. On XX/XX/23, we received an email back from Ally that in order to get this resolved, they needed to contact us via phone within 48 hours. The only phone calls we received ended up being automated customer service calls back taking us back into the whole past balance issue and having to explain everything over again. They continued to tell us a supervisor would call us with 24-48 hours. We then would receive 3-4 calls per day since getting the same responses. On XX/XX/23, I tried to do online chat through Ally 's live chat session convenience. After going over everything again, we were given the exact same details as before. They stated they would put in a note on our account to have a supervisor or manager contact us via phone within 48 hours. No calls from a supervisor have yet come .... I sent another email on XX/XX/23 stating the issues of the phone calls and that we needed to get this resolved as it is hurting our credit reports each. In this email, I stated I would take this up chain of command, including the consumer bureau and possibly getting an attorney for this matter, if we can not get a call or response towards getting a resolution of any kind. Since then, the past few weeks have been the same issue, except, we can no longer get access to our message/email portal within Ally Financial. I have taken videos and screenshots of every time we try to get into our online account. We can access every tab and link within Ally 's website, except, Email/Secure Message tab. We still receive customer service calls 3-4 times each day with no one allowing us to speak with a supervisor on the phone. We are always told that the supervisor is unavailable at that time and will call us back. On XX/XX/23, we are still trying to resolve this issue and now we are getting hung up on any time we ask for a supervisor. We still can not get into our online portal email tab. We feel after all of this and not getting anywhere and our credit hurting, we need to take this higher above us. We have proof everything was done on time and documented every message and chat session and screenshots of our message portal not working for us any longer for weeks. We also have our phone calls documented every time they called us and every time we called them and documented how long our conversations were. We are also finding ourselves an attorney to help us, but this needs to be addressed as we have never encountered such a horrible experience ever like this.

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