Consumer complaint received 2025-11-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Deficiency balance after repossession
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I am filing this complaint because Ally Bank has wrongfully repossessed my vehicle, returned a valid XXXX payoff, reported completely false late payments, and ignored all the documents I sent them before they damaged my credit. They continue to pursue a deficiency balance that I do NOT owe, and they have provided false and contradictory information in their previous responses. 

This is now my third CFPB complaint, because the previous two were closed prematurely and improperly. The CFPB did not address the core issues I submitted, and Allys misleading responses were accepted without a real investigation. I even left feedback explaining that Allys statements were false and that the case should not have been closed, but the feedback did not correct anything or lead to escalation.

I had already sent Ally everything they needed BEFORE they reported a late payment or continued negative reporting. This included : proof of payment, proof of payoff, emails, mailed disputes, receipts, bank records, and multiple requests for verification. Ally ignored my emails, ignored my mailed dispute, ignored my calls, and ignored the documents I sent. They never provided proof of any NSF payments, because those NSFs simply never happened. My bank statements show no returned payments.

Despite this, Ally reported false delinquencies, refused to close the account after payoff, and then falsely claimed to the CFPB that they verified late payments and abandonment. Ally now admits in the PDF they uploaded that the XXXX payoff of {$4400.00} was received, but THEY returned it due to internal errors. They also falsely claimed my car was abandoned at XXXX, which is not true. I delivered the vehicle for payoff, and XXXX followed the correct procedure. 

Ally went ahead and repossessed my car on XX/XX/year>, during an active dispute, while a valid payoff existed. This violates the FCRA, CFPB servicing rules, and state repossession laws. They then sent a Notice of Intent to Sell, even though the entire repossession was based on false information. 

Ally is reporting a false deficiency balance that I do not owe. The vehicle was NOT in default ; the payoff should have closed the account. Allys internal documents contradict each other, and the documents they uploaded to the CFPB portal prove their earlier statements were false. 

I am requesting a supervisor-level review, because Allys conduct involves : wrongful repossession returning a valid payoff reporting false late payments providing false information to the CFPB ignoring consumer-submitted disputes and evidence pursuing a balance I do not owe serious FCRA 623 violations violations of CFPB auto-servicing guidance failure to investigate Ally has now submitted two different responses to my previous CFPB complaints one dated XX/XX/year>, and another dated XX/XX/year> and these two responses contradict each other, contain false statements, and prove Ally is breaking the law. Their XXXX response blames false NSF payments and returned the valid XXXX payoff. Their XXXX response changes the story completely and claims the vehicle was abandoned, which is not true. These two responses violate the FCRA, CFPB servicing rules, and state repossession laws. The CFPB closed both of my previous complaints without properly reviewing these responses or the contradictions between them. I even submitted feedback explaining this, but nothing was corrected. This new complaint requires supervisory review because Allys own documents expose their misconduct.

The previous closures were improper, and I am asking the CFPB to open a full investigation into Allys misconduct and require immediate correction of all false reporting.

Company response to consumer: Closed with explanation