Consumer complaint received 2026-06-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
I am filing this complaint with a heavy heart, as we truly did not want to escalate this matter to a federal agency. I am currently going through an incredibly difficult personal time involving a stressful divorce and severe vexatious litigation from my husband. This ongoing legal battle has forced me to pay astronomical attorney fees, creating extreme emotional and financial strain on both myself and my XXXXold mother. My mother is the primary borrower listed first on this loan, and I am the co-signer. Despite these hardships, I have worked tirelessly to protect both of our names. I previously completed a successful loan reallocation in XXXX when the divorce started, and I have consistently acted in complete good faith.To proactively manage our situation, I reached out to Ally Servicing to restructure our XXXX XXXX XXXX ( Account ending in XXXX ). Ally 's team worked with us to approve a contractually binding Modification Agreement, which was signed by an Ally representative. Per the terms of this contract, the modification successfully removed our original XX/XX/XXXX payment obligation. We fully complied with the contract by completing the required modification fee on XXXX XXXX, 2026, meeting the exact deadline of our written agreement in XXXX and white. On XXXX XXXX, 2026, I spoke directly with XXXX in the XXXX Department regarding our timeline. When an automated negative hit still appeared on XX/XX/XXXX, I called customer service on XX/XX/XXXX on behalf of both of us. A representative named XXXX was unfortunately unhelpful and gave me the runaround. I hung up and called the Rewrite Department back directly, reaching XXXX for a second time. XXXX kindly verified that our payment was received, confirmed the account was contractually current, and explicitly assured me that the negative credit flags would be reversed.Unfortunately, despite XXXX 's confirmation, an automated delinquency was still reported to XXXX, XXXX, and XXXX for the month of XXXX on both my mother 's credit file and my own. This inaccurate reporting has severely ruined both of our credit scores during an already exhausting time, dropping my baseline score of XXXX into the low XXXX and XXXX. I have worked incredibly hard to maintain and improve my credit standing. Seeing it severely damaged by an administrative computer error is devastating and is currently causing me irreparable harm as I navigate these legal fees. I proactively sent secure portal messages trying to resolve this on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Because Ally 's secure portal reply on XX/XX/XXXX requested that I call them by phone, I am submitting this in writing through the CFPB to ensure our signed contract, portal screenshots, and payment receipts are properly attached and documented. I respectfully request that a supervisor manually review our history, honor the terms of our agreement, and send an immediate XXXX XXXX XXXX ( AUD ) correction to all three credit bureaus to restore the status to " Current '' with zero negative marks for both my XXXX mother ( primary ) and myself ( co-signer ). Thank you for your time, empathy, and understanding.

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