Consumer complaint received 2024-08-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
In late XX/XX/XXXX I purchased a XXXX XXXX at XXXX XXXX XXXX and financed through Ally Financial. Later I re-financed the same vehicle with XXXX XXXX XXXX in XXXX CA. On XX/XX/XXXX a check was sent to Ally from XXXX XXXX. The check was sent to Ally Financial at XXXX XXXXXX/XX/XXXX XXXX XXXX XXXX, XXXX Kentucky XXXX. The check was sent XXXX Mail. Tracking number is XXXX. The amount of the check is {$17000.00}. This should have closed my account with Ally. In the Transaction History on XX/XX/XXXX, only {$73.00} was applied towards the loan. This is a HUGE MISTAKE!!! I have called customer service and sent secure messages on the Ally Website numerous times since XX/XX/XXXX, and was told that they could not locate a copy of the check that was sent from XXXX XXXX XXXX and continued to harass me for more money when the loan was already paid off by XXXX XXXX XXXX. I spoke with a representative from XXXX XXXX XXXX XXXX XXXX and received confirmation that a check from XXXX XXXX XXXX was sent to Ally Financial in the amount of {$17000.00} and the Check was Posted on XX/XX/XXXX, XXXX. This should have XX/XX/XXXX Out my Account with Ally. Since then I have been getting numerous phone calls and e-mails requesting payment from Ally Financial. I would also like to add that TWICE I was told by representatives of Ally Financial a copy of the check was located and the problem would be resolved. First, I spoke to XXXX XXXX, an Ally Representative, on XX/XX/XXXX and he told me he was able to locate a copy of the check and the account would be restored and me and my wifes credit rating would be restored. I still would receive calls from the Collections Department at Ally Financial demanding payment. On XXXX, XXXX, I check my account on-line and realized nothing was done. My Account was still showing that payment was past due. I contacted Ally Financial on this day and spoke to XXXX XXXX and she informed me that payment was past due. I told her about my situation and I also complained about the Secure E-mail site and how numerous time I would get the same message We can't complete your request right now. Try again later or contact us for help '' and unable to upload another copy of the check sent from XXXX XXXX XXXX. I requested to speak to someone above her as this problem still had not been resolved. I received a call from someone who identified herself as XXXX from XXXX and she told me the same thing XXXX XXXX told me back on XX/XX/XXXX that the check was located and it could take 7-10 business days to clear this up. As of today my account still shows that I now owe {$17000.00}. On XX/XX/XXXX I received an email threating to repossess the vehicle. This is going too far and needs to stop. If Ally does repossess the vehicle I will contact the District Attorneys Office here in XXXX XXXX to file Grand Theft Auto Charges.

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