Consumer complaint received 2026-06-15 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Company explaining amount owed
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I am filing this complaint against Ally Financial regarding its handling of my vehicle account, repossession, fraud investigation, redemption process, and repeated servicing failures. My vehicle was repossessed on XX/XX/XXXX, while I was participating in a payment arrangement with Ally Financial. This is particularly concerning because this is not the first repossession dispute I have had with Ally. In XXXX, Ally determined that a prior repossession occurring during a payment arrangement was wrongful. In the present matter, Ally has taken the position that the repossession was valid. However, despite my repeated requests, Ally has failed to explain what specifically makes the XXXX repossession different from the XXXX repossession. I have repeatedly asked representatives to identify the facts, policies, contractual provisions, or account circumstances that justify a different outcome. No one has been able or willing to provide a clear answer. I have also been informed that there is a fraud investigation alert associated with my account. I want to be clear that I did not commit fraud. The issue appears to involve payments that were submitted through my bank and later returned after taking longer than expected to process, during which time funds were used for other obligations. Despite my efforts to explain the situation and cooperate fully, I have been unable to obtain meaningful information regarding the status of the investigation. More troubling, I was specifically informed by a fraud department representative that the investigation should not interfere with my ability to obtain a redemption amount or recover my vehicle. Despite this statement, more than six business days have now passed since the repossession and I still have not been provided with a redemption amount or clear instructions regarding how to recover my vehicle. I have contacted Ally numerous times seeking assistance. I have received inconsistent answers, conflicting explanations, and no meaningful resolution. On XX/XX/XXXX, I spoke with a supervisor regarding these concerns. Rather than addressing my questions and concerns, the interaction became argumentative and unprofessional. The supervisor did not provide answers regarding the redemption amount, the fraud investigation, or the differences between the XXXX and XXXX repossessions. As a consumer, I should not be forced to repeatedly call different departments, receive contradictory information, and remain without transportation while Ally fails to provide basic information regarding my vehicle. The continued delay has caused significant hardship, financial strain, inconvenience, emotional distress, lost time, and uncertainty. The pattern of events raises serious concerns regarding Allys servicing practices, internal communication, account handling, and treatment of consumers attempting to resolve delinquency issues in good faith. I request that Ally provide the following : 1. A complete written explanation of why the XXXX repossession is being treated differently from the XXXX repossession. 2. A complete written explanation of the specific contractual provisions, account history, and facts Ally relied upon when authorizing the XX/XX/XXXX repossession. 3. The exact date the repossession order was issued. 4. The exact date the repossession was completed. 5. The exact date Ally received possession of the vehicle. 6. The exact date the redemption amount became available. 7. A complete explanation for why a redemption amount has not been provided despite the passage of more than six business days. 8. A complete explanation of whether any fraud investigation, fraud alert, account restriction, hold, or internal review has delayed my ability to redeem the vehicle. 9. Copies of all account notes related to the repossession. 10. Copies of all account notes related to any payment arrangement. 11. Copies of all account notes related to any fraud investigation or fraud alert. 12. Copies of all repossession authorizations, approvals, and internal communications related to my account. 13. Copies of all records showing when Ally determined the vehicle could be redeemed and the amount necessary for redemption. 14. Copies of all records regarding the XXXX repossession that Ally determined was wrongful. 15. A complete explanation of why Ally believes the current repossession complies with its policies when the prior repossession did not. 16. Identification of every department involved in decisions affecting my ability to recover the vehicle. 17. Identification of every account restriction, hold, investigation, or review currently affecting my account. Because this matter represents the second repossession dispute involving Ally, because of the conflicting information provided by representatives, because of the failure to provide timely redemption information, because of the unresolved fraud-related issues, and because of the substantial hardship these actions have caused, I am requesting that Ally conduct a full executive-level review of my account. As a resolution, I request that Ally consider releasing me from any remaining obligation associated with this vehicle, waiving any deficiency balance, terminating any remaining debt related to this account, returning any personal property promptly, correcting any negative reporting associated with these events, and providing any additional relief deemed appropriate based on the results of its investigation. I further request that Ally provide a complete written response addressing every issue raised in this complaint rather than a generic summary response. Given the history of prior repossession issues, the current delays, the inconsistent information, and the continuing hardship caused by the loss of transportation, I believe a thorough review and meaningful corrective action are warranted.

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