Consumer complaint received 2026-05-04 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 the sole borrower on an auto loan serviced by Ally Financial that has recently been paid in full. I am submitting this complaint due to concerns regarding an unauthorized deferment applied to my account, Allys failure to provide documentation supporting that action, and their inability or refusal to provide complete, consistent, and accessible account records. A deferment appears to have been applied to my loan ; however : I did not authorize any deferment No third party had authority to act on my account There is no documentation of any deferment within my account records Despite multiple requests, Ally has failed to provide : Any documentation showing who requested or authorized the deferment Any verification or authentication records supporting that action Any billing statements necessary to confirm how the deferment affected the loan In addition, Ally has provided inconsistent account records, failed to produce requested documents, and restricted access to documents that were previously available to me via the online account portal. These issues prevent me from verifying the accuracy of my account and raise serious concerns regarding the handling, documentation, and accessibility of account records. Timeline and Facts 1. Initial Requests for Records On XX/XX/XXXX, I requested a complete set of account records, including : Full payment history with transaction-level detail All monthly billing statements for the life of the loan The executed loan agreement and related documents All documentation relating to any deferment or forbearance Account access and security-related records Ally provided only a generic payment history that did not include the requested transaction-level detail. 2. Ally Acknowledged They Could Provide the Records On XX/XX/XXXX, I spoke with an Ally representative who acknowledged that the prior response was incorrect and confirmed that the requested records could be provided. Despite this assurance, the requested documents were never produced. 3. Formal Written Demand and Proof of Delivery On XX/XX/XXXX, I sent a formal written demand for these records. This demand was successfully delivered to multiple Ally channels : Delivered to Allys servicing address ( XXXX, MN ) on XX/XX/XXXX Delivered to Allys registered agent ( Florida ) on XX/XX/XXXX Despite confirmed receipt, Ally failed to respond or provide the requested records within the stated deadline. 4. Failure to Provide Billing Statements I specifically requested monthly billing statements for XXXX. During a prior interaction, an Ally representative stated that they were unable to access or provide statements beyond a limited timeframe and that such requests had to be routed to another department. To date, Ally has not provided the requested billing statements. 5. Inconsistent and Conflicting Payment Histories Ally has provided multiple versions of my payment history that contain material differences, including : Differences in transaction dates and amounts Differences in how payments are allocated ( principal vs. finance charges ) Transactions appearing in one version but not another Additionally, a contemporaneous account record from XXXX shows transaction-level details and payment method descriptions ( e.g., One-Time Payment and XXXX XXXX XXXX ) , while later records omit this information entirely. These inconsistencies raise concerns regarding the accuracy and completeness of Allys account records. 6. Missing Deferment Documentation A deferment appears to have been applied to my loan ; however : There is no documentation of any deferment within my account records I did not authorize any deferment No third party had authority to act on my account Despite requesting all documentation related to this deferment, Ally has failed to provide any records explaining : Who requested the deferment How it was authorized What verification was performed 7. Removal of Access to Previously Available Documents After submitting my formal demand, I observed that documents previously available in my online account were no longer accessible. The account document center previously listed multiple statements and records The system currently shows no documents available for any year Allys own system states that primary account holders can access up to seven years of statements This change occurred after my request for records and further prevents me from verifying account activity. Summary of Issues Ally Financial has : Failed to provide requested account records after acknowledging they could do so Failed to provide billing statements necessary to verify account activity Provided inconsistent and conflicting payment histories Failed to provide documentation for a loan deferment that was not authorized Restricted or removed access to previously available account documents

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