Consumer complaint received 2025-02-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
Complaint Against : Company : Ally Financial Address : XXXX XXXX XXXX, XXXX, XXXX  XXXX Phone : XXXX ( XXXX ) XXXX Account Number : XXXX Complaint Details : I am filing this complaint against Ally Financial for engaging in predatory and deceptive business practices related to my GAP insurance claim, payment processing delays, and extended warranty refund. Ally is intentionally delaying my claim and attempting to manipulate the claims process in a way that unfairly reduces my GAP insurance payout. 

Background : I financed a XXXX XXXX XXXX XXXX Ally Financial and purchased both GAP insurance and a XXXX Extended Warranty, which were rolled into my loan. 
On XX/XX/XXXX, my vehicle was declared a total loss, and my insurance company issued a payment to Ally Financial on XX/XX/XXXX to cover a portion of my loan balance. 
Ally did not apply the insurance payment to my account until XX/XX/XXXX, XXXX after I had to file a BBB complaint and repeatedly contact them to ensure my loan would not slip into late payment status. 
On XX/XX/XXXX, Ally refused to provide the necessary documents for my XXXX claim and is now attempting to force me to cancel my extended warranty before processing my XXXX claim. 
Per my purchase contract and MaxCare warranty agreement, I am NOT required to cancel my warranty before my GAP claim is processed. 

Why This is Unfair and Predatory : XXXX. Unreasonable Payment Processing Delays Despite receiving my insurance payment on XX/XX/XXXX, Ally delayed applying it for nearly two weeks, forcing me to file a BBB complaint to get them to apply the funds and assure me my loan would not go into delinquency. 
XXXX. Obstructing the GAP Claim Process Ally is now refusing to supply necessary GAP claim documents, preventing me from finalizing my claim. This delays resolution and unfairly impacts me financially. 
XXXX. Unnecessary Warranty Cancellation Requirement Ally is attempting to force me to cancel my extended warranty before they process my GAP claim, which is not contractually required. 
XXXX. Manipulating the Claims Process for Their Benefit If I cancel my warranty first, the refund would reduce my loan balance, allowing Ally to pay out less under GAP insurance. This is a clear attempt to reduce their liability at my expense. 
XXXX. Bad-Faith Business Practices By delaying payment processing, obstructing my GAP claim, and imposing unnecessary requirements, Ally is acting in bad faith to avoid paying out my benefits in full.

This practice is unethical and designed to manipulate consumers out of money they are rightfully owed. I urge the CFPB to take action against Ally Financial to stop these deceptive business practices.

Supporting Documents : I have attached copies of my purchase contract, MaxCare extended warranty contract, insurance payment confirmation, and any correspondence with Ally Financial regarding my GAP claim and payment delays. 

Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Phone XXXX XXXX

Company response to consumer: Closed with explanation