Consumer complaint received 2026-07-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Voluntary repossession
Company: ALLY FINANCIAL INC.
State: NE

Complaint narrative:
I am submitting this complaint regarding Ally Banks handling of my auto loan account during a documented financial hardship. Due to my financial circumstances, I am no longer able to make the required monthly payments. As soon as my financial situation changed, I promptly notified Ally of my hardship and requested to voluntarily surrender the vehicle. I have repeatedly informed Ally that the vehicle is available for surrender and have requested instructions for returning it or arranging pickup. Despite my repeated good-faith efforts, Ally has failed to provide a clear process or reasonable timeline for accepting the voluntary surrender. Instead, the bank continues collection efforts while refusing to meaningfully address my surrender request. My co-signer is no longer participating in communications and refuses to respond, yet Ally has allowed the matter to remain unresolved rather than providing a reasonable path to mitigate its own losses through recovery of the collateral. By refusing to coordinate the recovery of the collateral while continuing to assess interest, fees, and negative credit reporting, Ally is unnecessarily increasing the balance of the loan and prolonging the financial harm. This conduct places me in an impossible position : I have acknowledged that I can not continue making payments, have made the collateral available, yet Ally has declined to take reasonable steps to recover its security interest while continuing collection activity. I believe Allys handling of this matter raises concerns under the Consumer Financial Protection Acts prohibition against unfair, deceptive, or abusive acts or practices. I have acted in good faith to responsibly resolve this account, while Ally has failed to provide a meaningful response or reasonable resolution. Steps I have taken : * I notified Ally that I am experiencing a documented financial hardship. * I requested to voluntarily surrender the vehicle. * I made the vehicle available for pickup or other reasonable recovery. * I have repeatedly requested instructions for completing the voluntary surrender. Allys actions : * Continued collection calls despite my pending surrender request. * Failed to provide a written process or timeline for recovering the collateral. * Continued allowing interest and other charges to accrue while refusing to recover the vehicle. * Continued reporting the delinquency while leaving the account in an unresolved status. Harm caused : Allys refusal to reasonably process my voluntary surrender request has resulted in unnecessary financial damage, continued accrual of interest and other charges, ongoing negative credit reporting, and significant emotional distress. Rather than mitigating losses, Allys actions unnecessarily increase the deficiency balance while delaying recovery of the collateral. Requested Resolution : I respectfully request that the CFPB require Ally to : * Provide a written explanation of its voluntary surrender policy and explain why my request has not been processed. * Assign a designated representative to coordinate recovery of the vehicle. * Complete arrangements for pickup or provide a designated drop-off location within 15 days of responding to this complaint. * Suspend unnecessary collection calls while the surrender is being coordinated. * Conduct a good-faith review of the account and ensure all servicing and credit reporting accurately reflect the account status. * If Ally declines to accept the voluntary surrender, provide the contractual and legal basis for that decision in writing. I am not attempting to avoid my contractual obligations. I am making a good-faith effort to responsibly surrender the collateral and minimize losses for both parties. Until Ally provides reasonable instructions, I will continue to maintain and secure the vehicle while awaiting direction regarding its recovery.

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