Consumer complaint received 2026-05-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
I am once again submitting this complaint regarding Ally Financials handling of my auto loan account and what appears to be unauthorized changes to my loan term and payoff date. In my last complaint, they proved that I am accurate in only having had 5 months extensions on my loan which should have ( without extension ) ended in XXXX of last year. 5 payments in addition bringing me to XXXX which was affirmed by one of their own staff with me on a phone call ( which theyve now claimed as misinformation ). They are even now claiming that I owe still 5 payments out of 72 despite being well past the maturity and over the paid contract amount. They also refuse to correct my portal showing the accurate amount of money I have paid them. My original loan term was for 72 monthly payments. Ally has repeatedly added full additional monthly payments to the end of my loan beyond what would be required to account for a missed or returned payment. This is not simply a matter of one missed payment moving to the end of the contract. Ally has continued to extend my maturity date by adding entire additional months, causing me to pay substantially more than what I reasonably understood I owed under the original contract. Most concerning, within the span of approximately one week, I was told by Ally that my final payment would be due in XXXX, and then shortly afterward I was told that my final payment date had changed to XXXX. When I disputed this change, Ally informed me that I had signed a recent document authorizing these changes. I did not sign any such document, nor did I authorize any loan modification, deferment, extension, or term change. I specifically requested a copy of the alleged signed document, and Ally failed to provide it. I am requesting that Ally be required to provide : A copy of the alleged signed document The date and time it was allegedly signed The method of signature or authorization ( electronic signature, phone authorization, or other ) Any electronic audit trail, IP logs, or call recordings A complete life-of-loan payment history and transaction ledger A written explanation for the maturity date changing from XXXX to XXXX within one week A corrected payoff amount and final payment date if this change was made in error I am disputing any unauthorized modification to my contract and any additional payments or months added without my consent. I am concerned this may be an account servicing error or an unauthorized modification of my loan terms. Their last explanation was full of holes. They can only provide paperwork evidence of 5 months extensions and refuse a clear and concise explanation of what the remaining balance truly is. I made 5 months extensions. Not more than that. They have never given me a full - and rational - explanation as to why were here. I do not seek to get out of paying them - I only want to pay them what is fair. Despite what they say in their paperwork they have not actually communicated with me. Ive been requesting viable explanation for months and they continue to send the exact same incomplete paperwork with no viable prove of what they claim I owe. They claim 270 days of extensions but then only provide documentation proving 5 months. This demands correction. Additionally - I havent received a statement in the mail from them since XXXX of this year and nothing at all from them in the past 30 days. However I did have to change my app password due to a breach and its gone down multiple times. Clearly the glitches dont only occur in the payment side of the app.

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