Consumer complaint received 2026-05-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
1 ) I have a vehicle financed by ALLY FINANCIAL. 2 ) I have moved to NYS from NJ at approximately XX/XX/XXXX, and tried to register my car in NYS in the subsequent weeks. 3 ) I was told by the XXXX XXXX that I will need a ) certified letter of permission from title holder, b ) certified copy of ORIGINAL title. 4 ) on XX/XX/XXXX I sent a secure message to ALLY via their secure messaging system to their loan servicing app as follows : Hi I will need a certified copy of the actual title ( not electronic title ) sent to my address in order to register my car in NY, NY does not accept copy of electronic title. Please send to my address at XXXXXXXX XXXX XXXX XXXXXXXX NY XXXX XXXX ) XX/XX/XXXX Sent a message to ALLY via the above mentioned secured messaging system as follows : Hi I am trying to get my car registered in NY and they are asking for a certified copy of the actual title ( not electronic one ). I am asking for any communication to be in written form. Please send it to my address at XXXXXXXX XXXX XXXX XXXX NY XXXX. Any unreasonable delay or failing to resolve this issue in good faith will be legal grounds to pause payments. 6 ) On XX/XX/XXXX I received a response as follows : Hello, We received your request for XXXX XXXX. Due to the nature of this request, we need to speak with you by phone. Please call us at XXXX ( XXXX ), Monday - Friday, XXXX XXXX XXXX XXXX XXXX XXXX and Saturday XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Sunday. Sincerely, Ally If you submitted more than one request, you may receive additional responses in a separate message. I received 2 more identical responses to similar requests on XX/XX/XXXX and XXXX. 6 ) On XX/XX/XXXX I called them on the phone and spoke to a " senior account specialist and asked why they refused to communicate in writing, he did not respond. I explained the issue in detail and specifically pointed out that I need a copy of the original physical title and I am trying to resolve this issue in good faith. he responded by telling me that there is no issue with that and he will send me the title within 7 to fourteen days. 7 ) I received an electronic title processed by ALLY on XX/XX/XXXX, which is worthless in NYS 8 ) XX/XX/XXXX I sent them a secure message as follows : Hi, I have a serious issue with the title that I have been trying to resolve for a few months, I need a email contact of a legal representative of the company discuss a good faith resolution of their issue before I sue for damages. I ask to keep all further communication in WRITING. Please escalate to a legal representative. 9 ) on XX/XX/XXXX I received a response as follows : Hello, We received your request for Legal request. Due to the nature of this request, we need to speak with you by phone. Please call us at XXXX ( XXXX ), Monday - Friday, XXXX XXXX XXXX XXXX XXXX XXXX and Saturday XXXX XXXX XXXX XXXX XXXX XXXX. Closed Sunday. Sincerely, Ally If you submitted more than one request, you may receive additional responses in a separate message. XXXX ) on XX/XX/XXXX and on XX/XX/XXXX I sent them an email as follows : Hi, I have an account with ally financial, my name is XXXX XXXX. I have tried for a few months to get what documents I need in order to be able to register my car in New York XXXX. I have been lied to, ignored, and met a wall of resistance and a bad faith refusal to communicate in writing. This is one last attempt to resolve this issue in good faith. At this point I am not just asking to resolve the title issue but I am requesting an email contact of a legal representative to discuss compensation for damages. Please respond with a clear contact for negotiation, I request all communication to all in writing. I never received a response other than telling me that they " will get back to me '' and I " can call them ''. XXXX ) on XX/XX/XXXX I called the above mentioned number and spoke to a " senior account XXXX '' named XXXX, who ; a ) refused to provide me with her last name or any identifying number to reference or verify with the company later. b ) refused to communicate in writing or give a reason as to why. c ) told me after I explained to her that I needed a " certified copy of the original title '', that " it was already sent ''. d ) told me that I needed a " title request form '' from the XXXX XXXX if I want them to send a copy of the original title, when I told her to simply go to NJ XXXX and get one she refused. e ) when I explained to her that a simple search on google shows no such form and if she can tell me the specific DMV form number to ask for, she refused. f ) refused to explain which form I need from NYS DMV in writing. g ) refused to escalate to a more senior or experienced representative. h ) when I asked for legal negotiation for what I believe is unjust charges due to unwillingness/inability to properly service my loan, she refused to transfer me or give me a point of contact to negotiate. 12 ) A vehicle financing agreement between two parties implicitly includes the obligation for the financier to service the loan reasonably in good faith in such a way that the vehicle be able to be used by the other party, and reasonable timely communication. since ALLY has refused to communicate reasonably and in good faith, refused to provide me with the documents I needed in order to legally register the vehicle in NYS, acted in bad faith, I contend that any of my financial obligations for such time of bad faith infraction are illegitimate and must be refunded. 14 ) no banking firm ever would tolerate a refusal to communicate about shortcomings in contractual obligations, I only demand they be held to the same standards.

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