Consumer complaint received 2022-06-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: ALLY FINANCIAL INC.
State: GA

Complaint narrative:
I had a car financed with Ally which my son was in an accident which was the other driver 's fault, this occurred on XX/XX/XXXX. This has been a total nightmare. At the time of the accident the car could not be driven, it was taken to a towing company the same day. My insurance company was waiting on the at fault driver 's insurance to be verified before before they would pick the car up. I received notice on XX/XX/XXXX from the towing company that the car would be deemed abandoned if it wasn't picked up by XX/XX/XXXX. The at fault insurance company was notified of this notice. They were in the process of making arrangements to pick the car up from towing company and to be taken to a collision center. Before they could pick the car up ; Ally picked it up. I contacted Ally insurance claim department they said they didn't know the car had been involved in an accident. Even after speaking to them I then received a notice that they planned to sell the car. After Ally picked the car up it was taken to several auction sites. Finally, the at fault insurance was and to retrieve the car and take it to a collision center for estimates of damage. The car was totaled. Upon the car being totaled we learned the at fault insurance had made payment in XX/XX/XXXX and was waiting on XXXX to make payment. After making several calls on and off to Ally and XXXX from around XX/XX/XXXX through XX/XX/XXXX ; XXXX was waiting on information they requested from Ally. The last request XXXX asked for was in XX/XX/XXXX from Ally that they needed a PDF of the payment history, Ally never did provide it. I ended up sending it to XXXX myself. After XXXX received it they issued a check on XX/XX/XXXX. This has been a very frustrating experience. I received a breakdown of the payment from XXXX and it looks like everything has been settled leaving a XXXX balance. Since this incident in XX/XX/XXXX, it has been reported negatively on my credit report. I mailed a letter to Ally on XX/XX/XXXX with the details as listed here. I mailed a hard copy of a letter to the CEO of Ally on XX/XX/XXXX and emailed a copy on XX/XX/XXXX. I also left a message at the XXXX 's office on XX/XX/XXXX. I received a call on XX/XX/XXXX from the XXXX office. On XX/XX/XXXX I received a call from Ally. I told them I was not satisfied, that Ally was making it seem as the the car was repossessed and sold. The car was involved in an accident, if it has been repossessed the car insurance and XXXX would not have been involved. I asked Ally on XX/XX/XXXX of a breakdown of how the funds were applied from the insurance company and XXXX. To date ; XX/XX/XXXX I still have not received it. I have experienced with Ally the lack of knowledge dealing with this situation and in dealing with the various departments. Even with my conversation with a representative from Ally executive office on XX/XX/XXXX admitted himself that how things were done and applied internally at Ally that the executive office wasn't accepting the answers from the various departments. I am asking for this to be removed from my credit and that Ally remove the repossession off my credit as well. This should be a XXXX balance according the the breakdown I received from XXXX on XX/XX/XXXX. If possible I do not wish the speak to the representative in the executive office I have been speaking to, When I spoke to him on XX/XX/XXXX I asked if I could speak to someone else, he said he would have his supervisor to call me ; to date, XX/XX/XXXX I have not heard from his supervisor.

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