Consumer complaint received 2026-05-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: ALLY FINANCIAL INC.
State: WA

Complaint narrative:
On XX/XX/XXXX, I requested a payment extension online but was denied by Ally Auto. I called the only customer service number provided of the XXXX and a rep from another country who I could not understand tried to explain that I did not qualify to make an extension because it showed on my account I did not have that option available. I asked if I qualified for a modification and was also told it does not show that option on my account. I was hassled into making a full payment even though I told them I do not have the funds and I can only make a partial payment. The rep advised if I could not pay in full my credit may be impacted. I sent a message on the Ally website on XX/XX/XXXX after getting another letter stating they can help me even though I was by phone they could not. This is the issue I have with this company is that they claim to be able to help and I can provide documentation for proof of my financial hardship at the time, but it does not make a difference when I am talking to a rep outside of the country with Ally Auto. I sent XXXX payments of {$430.00} and an additional for the late fee, totaling {$890.00} on XX/XX/XXXX via XXXX XXXX with my bank XXXX XXXX. I have had issues with making payments on their website so I have always opted to use my XXXX XXXX thru my bank because it is safer. I sent a message to Ally Auto that same day of XXXX explaining the amount I sent, but that message was deleted on their messaging system for some reason. My XXXX XXXX dropped to XXXX points even though I notified them of the payments and they received it on XXXX. I disputed the credit reporting with transunion thru XXXX XXXX and my score went up only XXXX points. On XX/XX/XXXX, my husband XXXX XXXX and I talked to several different customer service reps with Ally Auto using the XXXX and we were over verified for my account even though I gave access to my husband and we were on speaker phone trying to get to someone to help understand why I could not get a modification or an explanation as to why my XXXX XXXX was impacted greatly. I was hung up on every time I asked for a supervisor. My husband finally tried to request if there was someone we can talk to from the XXXX and a rep was able to connect us to a rep from the XXXX side. Why does Ally Auto not provide a seperate number for reps within the XXXX on their website or in paper documentation? I spoke with a rep that provided me with her extension and she was able to create a modification for me and she said I qualified for XXXX. I was misinformed by several reps who did not speak XXXX when calling the XXXX who were not trained properly in handling my account. Ally Auto needs to be investigated because although I was finally able to get to a rep on the XXXX to help me, there is a late fee still on my account sitting there from last year that should not be there because they were notified of my circumstances and I paid the late fee that was already on the account in XXXX of XXXX. I believe there is fraud on my account with Ally because although I signed for the modification on XX/XX/XXXX and completed it on XX/XX/XXXX, it was mailed to me with a different address of : XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX TX, XXXX. The document for this modification was not mailed to me until XX/XX/XXXX of XXXX. If Ally Auto allowed me to do the modification in XXXX with a rep from the XXXX and not out of the country, I beleive I would have qualified for the modification because I was told I should have been able to get it by any other rep so I feel as though previous reps with language barriers discriminated me or they did have the same abilities as the XXXX reps.

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