Consumer complaint received 2025-10-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: ALLY FINANCIAL INC.
State: NC

Complaint narrative:
CFPB Complaint Letter Ally Auto Finance Subject : Mishandled Payment, Threat of Repossession, and Unprofessional Conduct That Aggravated My XXXX and XXXX Dear Consumer Financial Protection Bureau, I am submitting this formal complaint against Ally Auto Finance regarding the mishandling of my vehicle payment and the unprofessional conduct of one of their representatives, which caused significant emotional distress due to my clinically diagnosed XXXX and XXXX 
On XXXX XXXX XXXX, I made my full payment to Ally Auto Finance using my verified bank account. I also made a {$520.00} payment on XXXX XXXX XXXX which was also processed over a week later. The 2 payments were successfully processed and cleared on my end. However, Ally held the payment for 11 days before returning it without notifying me. I only learned of this issue when my bank sent me an email days later confirming that the payment had been returned. 
Due to Allys delay and lack of communication, my account was incorrectly marked late and is now being threatened with repossession even though I made every effort to pay on time and in full. 
When I contacted Ally to resolve this, the representative I spoke with made an offensive and inappropriate remark, stating that my failed payments were due to bad banking habits and implying that the problem was my fault. This statement was not only inaccurate but also triggered my clinically diagnosed XXXX and XXXX which are both recognized medical conditions. 
I told the representative that this issue was due to Allys processing delay, not any carelessness on my part. The representatives dismissive tone and choice of words were very unprofessional and thoughtless, especially considering the emotional and mental stress that financial instability can bring. 
This experience left me feeling humiliated and overwhelmed. It also caused an increase in my XXXX and XXXX  symptoms, requiring additional care and emotional support to stabilize. 







I am therefore requesting the following actions : 1. Immediate investigation into Allys payment handling practices and communication procedures. 
2. Written confirmation that no repossession or negative credit reporting will occur while this issue is under review.

3. Correction of my payment history to accurately reflect that I made the payment on time.

4. Removal of any late fees or penalties associated with this mishandled payment.

5. Formal acknowledgment and apology from Ally for the unprofessional and harmful behavior of their representative. 
I am providing documentation from my bank showing when the payment was sent and returned. I am also including a summary of my communication with Allys representative.

I appreciate the CFPBs assistance in reviewing this matter and ensuring that Ally Auto Finance is held accountable for both their processing failures and the unacceptable treatment I received as a consumer managing a verified medical condition. 
Sincerely, XXXX XXXX XXXX Ally Auto Finance Account # : XXXX

Company response to consumer: Closed with explanation