Consumer complaint received 2024-11-04 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem extending the lease
Company: ALLY FINANCIAL INC.
State: MN

Complaint narrative:
I established my second auto lease with Ally in XXXX, expiring this year. When the expiration date was approaching, I called to see what the buy out amount was ( {$26000.00} ) and about what they offered for lease extensions. They said I could have a 3 month extension or a 6 month extension. I asked how the program went. They said the first extension would be 3 months, then when that was about to expire, to call back and get an additional 3 month extension, for a total of 6 months. I said, ok, let me call you back. I called back again on XX/XX/XXXX with a new representative, and they confirmed the same information. I proceeded with the request for the first 3 month extension due to extenuating financial constraints I'm currently experiencing, filled out the paperwork, sent it in and the extension was granted. I had to pay additional fees on top of the regular monthly lease amount, which was just fine. When the end of the 3 month extension was approaching, I called on XX/XX/XXXX for the additional 3 month extension for a total of 6 months and they immediately denied me. I advised them that I was returning to get just the final 3 months for the total of 6 months, and they said that 6 month extensions didn't exist. I advised them again that it indeed existed and they said they would submit for approval. I received a denial letter saying that the program was not offered. Which is a lie, misleading and unfair when they told me it was available and I followed their direction. I contacted them again and reminded them that not only was it offered and available, that I was told by multiple representative that it was. They then said that I needed to wait until the loan expired and essentially went into default, and I could ask for an additional 3 months. I told them that was insane, I have excellent credit and I was not about to allow my credit to be injured by allowing my loan to go into default to be granted the additional 3 month extension. They said that they would submit it again for supervisor approval. The request was submitted again on XX/XX/XXXX and I was again denied, with the response that I didn't have a qualifying reason for an extension. I have an excellent credit rating, I have not only paid the existing lease and initial 3 month extension in full, I paid it in advance, and I have had multiple loans with Ally over the years. Yet they denied me saying that I didn't have a qualifying reason when I'm experiencing an economic hardship? That is prejudice and I told them I would file a complaint. They didn't care. Multiple reps hung up on me when I brought it up. I called again to find out what the buyout was now that an additional 3 months of payments ( and overhead fees ) were made totaling over {$850.00}, and they said the buyout quoted now in XX/XX/XXXX was EXACTLY the same as the buyout quoted in XX/XX/XXXX, to the very XXXX. How is it possible that every XXXX  paid for the last 3 months turned into 100 % profit on the loan and not XXXX XXXX was applied to the loan buyout value? In addition to being denied an extension that they proposed to me 3 months ago, while I'm struggling with an economic crisis?

Company response to consumer: Closed with explanation