Consumer complaint received 2025-10-30 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Company explaining amount owed
Company: ALLY FINANCIAL INC.
State: VA

Complaint narrative:
am filing this statement to document the complete series of misrepresentations, broken promises, and violations committed by Ally Financial Inc. during the management of my auto loan, repossession, and payoff process. 
Financial Hardship and False Promise I notified Ally that I was experiencing financial hardship and needed help preventing repossession. During that conversation, I spoke with XXXX Ally representatives. 
The first representative told me that if I paid {$1100.00} within that week, the payment would stop the repossession and secure my account. When I asked for confirmation, he said he would put it down in the notes, meaning this promise was documented in Allys system and recorded on their line. I relied on this assurance and prepared to make the payment in good faith. 
When I later spoke to a second representative, she contradicted what I was told. She said the repossession would still proceed and denied any such agreement existed, even though the first representative confirmed it on a recorded call. Shortly afterward, my vehicle was repossessed anyway. 
Incorrect Contact Information and Failure to Update Address After the repossession, another Ally representative told me that my phone number on file was wrong, even though it was the same number Ally had previously used to reach me about payments. 
I also told Ally I had moved to New York, but they never updated my mailing address. Because of this, I never received any written notice of the repossession, my right to redeem the vehicle, or any post-sale information. This failure to provide proper notice violates UCC 9-614 and 9-616, which require creditors to send accurate, timely redemption and sale notices after a repossession. 
Third-Party Disclosure Violation Allys recovery agent contacted my stepfather about my account and the repossession. I never authorized Ally to disclose information about my loan to him or to any third party. This is a third-party disclosure violation under the Fair Debt Collection Practices Act ( 15 U.S.C. 1692c ( b ) ), which prohibits debt collectors from discussing a consumers debt with anyone other than the consumer, their attorney, or authorized persons.

Conflicting Payoff Information and Missing Documentation After the repossession, Ally provided inconsistent and misleading payoff figures. 
Multiple representatives told me that my total payoff to redeem the vehicle was {$3000.00}. XXXX even stated that he was looking at that amount in the system. 
Less than XXXX hours later, Ally changed the payoff to {$3500.00} without any written explanation, itemized statement, or documentation showing where the extra {$530.00} came from. 
When I questioned this sudden increase, I was met with rude and combative behavior. Some employees denied ever quoting {$3000.00}, while others confirmed it but said regardless of what you were told, the balance online is what matters. 
Despite multiple requests, Ally has refused to provide a written, itemized payoff statement, to review or release the recorded calls, or to explain any internal error that supposedly caused the discrepancy. 
These actions appear to violate : FDCPA 807 misrepresentation of the amount or status of a debt.

Dodd-Frank 12 U.S.C. 5531 prohibition of unfair, deceptive, or abusive acts or practices ( UDAAP ).

UCC 9-614 requirement to furnish accurate redemption amounts.

Lack of Professionalism and Escalation Failures Throughout all communications, Allys representatives have been unprofessional and inconsistent. Calls were disconnected ; requests to speak with a supervisor or the Compliance Department were ignored. I was never provided a case or reference number confirming that my dispute was officially logged. 
Current Actions Taken Because of Allys repeated misinformation, failure to update my contact information, privacy violations, and contradictory payoff statements, I have suffered financial and emotional distress. I have : Filed a formal complaint with the Consumer Financial Protection Bureau ( CFPB ). 
Sent a formal dispute email to Allys Executive Office.

Requested that Ally immediately preserve and review all recorded calls, issue a written itemized payoff statement, and halt any auction or sale activity until the dispute is resolved.

Requested Resolution I respectfully request that Ally Financial : Produce all recorded calls and account notes confirming the {$1100.00} hardship promise and the {$3000.00} payoff quote. 
Provide a written, itemized payoff statement identifying every charge included in the {$3500.00} balance. 
Supply documentation of any alleged error or fee adjustment. 
Correct my address and contact information in all systems. 
Cease any auction or sale of my vehicle until this matter is resolved. 
Issue a formal written acknowledgment that my account is in dispute and that no negative credit reporting will occur during investigation. 
Because I acted in good faith based on Allys own statements and was misled multiple times, I believe these actions constitute deceptive and unfair practices under federal and state consumer-protection laws. I am asking for a complete investigation, correction of my account, and reinstatement or redemption of my vehicle under the original terms quoted to me.

Company response to consumer: Closed with explanation