Consumer complaint received 2026-04-07 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
I am filing this complaint against Ally regarding auto account XXXX for my XXXX XXXX XXXX XXXX, XXXX XXXX. This dispute began because the account, the vehicles value, the vehicles history, and Allys credit reporting were all put in dispute in writing, yet Ally ignored the substance of my written notices, failed to provide the records I requested, continued reporting negative information, and then moved forward with repossession and sale activity anyway. On XX/XX/XXXX, when I attempted to trade in the XXXX toward another vehicle, the dealership evaluating it told me the XXXX was worth approximately {$22000.00} and that the airbags had deployed, making it rebuilt from California. That immediately raised serious concerns that the vehicle had been financed at an amount that did not reflect its true market value, actual condition, title history, and XXXX status. On XX/XX/XXXX, Ally sent me a letter stating that XX/XX/XXXX was the last day for payment and that {$3300.00} was due, while also stating that another payment of {$1200.00} would become due on XX/XX/XXXX. On XX/XX/XXXX, and again on XX/XX/XXXX, I sent secure messages to Ally regarding Copy of Contract and underwriting loan. Allys own secure-message system showed those messages in sent status, and I also uploaded attachments proving that Allys portal would not provide the contract and that the app reflected no documents available. On XX/XX/XXXX, I formally disputed the account in writing and demanded a written investigation, a case or incident number, and the records needed to verify the legal and factual basis of the account. I specifically requested the executed retail installment contract and addenda, the full payment history, transaction ledger, suspense history, fee history, account notes, underwriting records, valuation records, title and title-history records, and the support for Allys negative credit reporting. I also specifically requested that Ally stop reporting inaccurate derogatory information while the account was disputed and under review. I then sent a second written notice requesting confirmation of receipt, a dispute/case number, a technical support ticket for the document-portal failure, and review by underwriting or the proper escalation department. Instead of providing a meaningful written investigation, Ally repeatedly responded through secure messages that, due to the nature of the request, I needed to speak by phone. That was not a real investigation and did not answer the issues I raised. My secure messages and attachments already contained the proof, the requested records, and the specific dispute issues. Ally still failed to provide the written records or written findings I requested. Despite repeated written notice, Ally continued negative billing and credit reporting and then escalated into repossession. On XX/XX/XXXX, XXXX XXXX issued a Notice of Seizure and Disposal of Personal Property identifying Ally Servicing LLC as lienholder, stating that personal property was recovered from the vehicle on XX/XX/XXXX, that pickup would be by appointment only, that a handling fee might be assessed, and that personal property, including the license plate, would be disposed of on XX/XX/XXXX if left unclaimed. On XX/XX/XXXX, Ally sent a Notice of Our Plan to Sell Property stating that the vehicle would be sold at private sale sometime after XX/XX/XXXX and claiming {$4100.00} in past-due payments, {$500.00} in late charges, {$440.00} in retaking expenses, and a total of {$5100.00}. At the time of repossession, the vehicle had a flat left rear tire. That created an obvious risk of damage to the tire, rim, wheel, suspension, undercarriage, and body. Any damage caused during repossession, towing, storage, transfer, reconditioning, sale preparation, removal of parts, customization, or alteration of the vehicle remains disputed. If Ally or its agents are removing parts, customizing the vehicle, reconditioning it, or otherwise changing its condition after repossession, I dispute any effort to charge me for those changes or to hold me responsible for any resulting loss, expense, or deficiency. This complaint is based on both Florida and federal consumer protections. Under Fla. Stat. 520.07, I was entitled to an exact copy of the retail installment contract and a written payment statement. Under Fla. Stat. 679.210, I was entitled to a written accounting or corrected statement of account. Under Fla. Stat. 679.609, 679.610, and 679.625, Ally and its agents were required to act lawfully in repossessing and disposing of the vehicle. Under Fla. Stat. 493.6118 and 493.6404, the recovery company was required to comply with law-enforcement notification, inventory, personal-property, and disposal requirements. Under Fla. Stat. 320.0609, my plate remains in my name. Under Fla. Stat. 559.72, Ally could not continue collecting and asserting rights in a misleading way while ignoring a reasonably disputed account. Under Fla. Stat. 319.14 and 501.204, the vehicles title history, rebuilt history, value, and disclosures remain central consumer-protection issues. In addition, under the Fair Credit Reporting Act, 15 U.S.C. 1681s-2, and Regulation V, 12 C.F.R. 1022.43, Ally had a duty to reasonably investigate my direct dispute and correct inaccurate, incomplete, or unverifiable reporting. Ally had multiple written chances to address this correctly. Instead, Ally ignored the substance of my written disputes, failed to provide the records required to verify the account, continued harmful credit reporting, and proceeded into repossession and sale activity anyway.

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