Consumer complaint received 2015-09-11 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
On XX/XX/XXXX I received a called from my mortgage broker telling that a charged off had just appeared on my credit bureau. This was a shock because I have been planning to buy house for the last 3 weeks and he had been checking my credit score to monitor any issues. In fact we were ready to apply for final funding approval when this came up, he told it was for a car loan with Ally bank. I said that was n't impossible because I have a car loan with them now that is current. in fact it 's a lease and they have not said a word about anything being behind. He told me it looks like a old car loan, not my current loan witch I got XX/XX/XXXX. I told him that my old car was totaled and a condition of the new loan was that the old loan was to be paid off plus I had gap coverage on the old loan. So I thought it was just a simple mistake. I called Ally at XXXX CST. I got their greeting message telling me their hours, and that they would be open for another 2 hours. I made the selection to send me to the correct department so that I could talk to a rep, and I was disconnected after the phone rang. So I called back again with the same results. I call again but this time I went to non-charge off department that has my current loan. The rep told she could not help me she would have to transfer me to the charge off department, and she would warm transfer me to them. She was also hung-up on. I ask to speak to the executive complaint department. She said they did n't have one, that each department had to handle their own complaints, and what I should do is call back tomorrow. I ask to her to please note my account has to why I called and what happen with the call, she agreed she would. 

On Saturday I called back at XXXX the message told me their hours which was XXXX on Saturdays. I selected the correct selection to speak to rep. I received a message telling me they were closed. I tried again and got the same message. I called on Tuesday after the holiday on Monday, and after I explained to the rep what had happen and that I wanted to pay the amount in full but I needed taken of my credit because I was not notify that the was a deficiency balance on the account, she said would not fix the bureau. 
I ask to speak to her boss who told me it would be against CFBP rules to remove charge off and I was my fault for not know that there was a balance. I said how I would know if a condition of my new loan was that the old was paid off. I told I have getting statements on my new loan but not on my old loan. He said they were mailed and its not his fault I did n't get them. I told what happen on Friday when I called, he said they closed early for the holiday. Then I ask to speak to the executive complaint department, he said he would warm transfer me. I was hold for a little than he came back and said no one is available to speak to me, that they were busy. I ask for the phone so I could them later he said they do n't have a phone number that they only take warm transfers. 
I think this is not fair that I was not notified there was a balance that was going to changed off and when I found out what happen I agreed to pay the full amount only days after the changed it but they refused to work with me and I keep getting different answerers from different XXXX Reps. 

Can you help me? 
Thank you. 

XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation