Consumer complaint received 2025-09-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
I have made phone calls to Ally Financial on many dates during the current XXXX year. However these are the ones I can find a current record of on the following dates : XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> The phone call on XX/XX/year> was to advise Ally that the XXXXXXXX XXXX XXXX had been discharged and to ask them why the vehicle in question was still at my residence. The representative stated they were unaware of the discharge, I provided them the case number and discharge date, and they told me someone would contact me regarding picking up the vehicle. I was contacted and the vehicle was picked up on XX/XX/year>. On XX/XX/year> I received a letter from Ally titled " NOTICE OF OUR PLAN TO SELL PROPERTY '' which stated that I had until XX/XX/year> to pay a total of {$1800.00} if I would like to reclaim the vehicle or the vehicle would be sold anytime after XX/XX/year>. 

Due to the many life events that I had in progress. I did not follow up with Ally again until I was contacted by my attorney 's office, asking if I had the documents regarding any sale proceeds from the vehicle. I said I did not and would follow up with Ally regarding. Those calls began on XX/XX/year>. After verifying, the representative asked for the reason of my call and I asked him if the vehicle had sold which he advised that it had in XX/XX/year>. He did not give me a specific date or any other information and stated that he would need to transfer me to the department handling my account. Once speaking to a representative in that account I advised that I was seeking the final sale documents with itemization regarding the sale price, date and location, any warranties refunded and deficiency balance if applicable. The representative from XXXX stated he would mail them out and to allow for 14 business days for receipts. I waited the requested time. 

On XX/XX/year> I called Ally Financial back and spoke to a representative who stated I would need to be transfered to a superivisor regarding sending of the documents. Upon speaking to the supervisor she stated she was not allowed to mail or email the documents and requested the fax number to my attorney 's office which I provided. She told me it would take 10-15 minutes and to follow up accordingly. I spoke to my attorney 's office hours later on XX/XX/year> and she advised no documents had been received. 

I followed up with Ally Financial yet again on XX/XX/XXXXXXXX XXXX XXXX. I was also given a new contact number " XXXX '' from the chat service representative and transfered around to XXXX who put me on/off hold while they attempted to find which department had the requested documents. They emailed me the the " NOTICE OF OUR PLAN TO SELL PROPERTY '' from XX/XX/year>. I called back to inquire why they were not sending me the sale document for the actual sale of the vehicle for my records, attorney records and the bankruptcy trustee records. I was given multiple excuses for why I have not received it and claims that it needs to come from yet another department. I advised the XXXX representative of the legal obligation to remit to me such documents and that this would be my final request for these documents before I submit this CFPB complaint and certified letter to Ally Financial XXXX 

I will draft and mail the official letter tomorrow, XX/XX/year> and noting that I am requesting the final sale notice and full balance accounting for this vehicle resulting from its final sale XX/XX/year>.

Company response to consumer: Closed with explanation