Consumer complaint received 2025-03-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with the interest rate
Company: ALLY FINANCIAL INC.
State: IL

Complaint narrative:
I have included a letter to the CEO of the company at that time dated XX/XX/XXXX. My husband died without a written will, my probate case is still open regarding the vehicle. I have attached the email I sent to the letter sent to the CEO : Good day XXXX XXXX, My name is XXXX XXXX XXXX and I have been trying to get my deceased husbands XXXX XXXX XXXX, assumption obligation contract in my name for XXXX  months. I immediately sent in his death certificate, and was advised to complete the assumption of obligation permission letter that was faxed back in XXXX. 







In XXXX was advised by the department that handles death claims that they would work with me, once they received the death certificate and the assumption was approved. For XXXX  months I have made payments on the vehicle, the first documents were faxed back, not mailed in XX/XX/XXXX, no email address was provided. Each time I have inquired how long does the process takes, am advised by some CSRs XXXX weeks, others XXXX to a year. 



After documents have been faxed, I call to ensure the documentations were received, advised it takes XXXX weeks for the documents to be reviewed call back at that time. When I call back I have been advised that there was no documentation on file or death certificate for my husband received. Again I receive and asked to complete the assumption contract to complete. 



This year I have spoken to many CSRs only the XXXX names listed below provided a name, others stated I was in the wrong department and they did not handle matters pertaining to assumption of retail contract. Or advised no information was found the account number requesting to assume the contract. 



I spoke to XXXX XXXX XXXX ( XX/XX/XXXX ), and recently to XXXX, ( XX/XX/XXXX ) no last name provided, stated she would expedite the documents once received to the assumption specialist. I email the documents to both XXXX XXXX and XXXX, to the email address per there request XXXX. I again received an application for XXXX of a retail contract. I have attached a copy of the letter with the XXXX envelope received. 



Were advised that I can not reduce the payments nor obtain, a rate reduction because the truck is not in my name. Although ( XXXX  months ) of trying to assume responsibility has not been processed. To resolve would the monies that I have paid over the past XXXX  months to be refunded and the vehicle returned without a penalty to me. I have followed the instructions provided to assume the obligation for payment for over XXXX  months, I am unable continue to make payments and insurance for a vehicle I can not use or afford. 



The recent attached letter I received stating the reason that the assumption was not completed is because the mailing address changed and the fax number. 



Please review and advise, were completed and advised I did not qualify to obtain the vehicle would have been sufficient. However it seems none of the documents can be found only my payments. 



Thank you in advance for your assistance with the issue. 



XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Sent from XXXX  for XXXX

Company response to consumer: Closed with explanation