Consumer complaint received 2026-06-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
In XX/XX/XXXX, Ally issued two gap insurance refund checks ( one for {$27.00} and one for approximately {$400.00} ) to my old address after I refinanced my auto loan. I never received these checks. In early XXXX, I discovered these funds listed on the California State Controller 's unclaimed property website, which instructed me to contact Ally directly before XX/XX/XXXX to claim the funds. The California State Controller 's unclaimed property listing provided specific contact information for Ally Bank 's unclaimed property department : XXXX XXXX at XXXX, phone XXXX, email XXXX. I called this number multiple times in XX/XX/XXXX. It has a completely generic voicemail with no mention of Ally Bank, XXXX, or XXXX XXXX- it does not sound like a legitimate business line in any way. I left messages that were never returned. Given the suspicious nature of this voicemail I did not feel comfortable submitting sensitive personal information via the associated email address. This left me no choice but to call Ally 's general customer service line repeatedly, where I encountered the runaround detailed below. I made four calls to Ally between XXXX and XX/XX/XXXX with no resolution : Calls 1 and 2 ( same day, first week of XX/XX/XXXX ) : The first rep confirmed the amounts and that the checks were sent in XX/XX/XXXX, but stated that since my old address was correct at the time, there was nothing they could do. After going back and forth I hung up in frustration. I called back immediately. Without me mentioning anything about what the first rep had said, the second rep located my information and gave me the exact same response - that because the checks were sent to the correct address at the time, there was nothing they could do. This suggests this was either company policy or standard training to deny these types of claims. Only after I pushed back firmly did she relent and say she " guesses '' she could have the checks reissued but it would take " a whole lot of days. '' She then confirmed it would be 2-3 days to investigate and 7-10 business days to receive the new checks. No case number was provided and no notes were documented. Call 3 ( second week of XX/XX/XXXX ) : Called for a status update. Rep had absolutely no record of any previous calls or claims. She restarted the entire process and informed me it would now take 4-6 weeks for investigation and reissuance. Call 4 ( XX/XX/XXXX ) : Rep XXXX ( XXXX ID : XXXX, Case # XXXX ) initially confirmed that checks were sent in XX/XX/XXXX and that one had been reissued. When I explained that I called in XX/XX/XXXX and never received anything, she claimed the reissued check went out in XXXX after my XXXX call. I clarified that the original checks were sent XX/XX/XXXX, not XX/XX/XXXX. At that point she changed her story and claimed the check was sent XX/XX/XXXX. This is false. Every previous call confirmed XX/XX/XXXX. The fact that she initially said XX/XX/XXXX before changing her story to XX/XX/XXXX strongly suggests this was an attempt to cover up the fact that nothing was actually done following my XXXX calls. Still no resolution after 4 months. I have moved twice since my original address on file. I updated my mailing address during these calls and again today, but given the complete lack of documentation between calls I have serious concerns the checks will be sent to a wrong address, restarting this entire nightmare. Today, XX/XX/XXXX, is the deadline by which Ally was required to reunite me with my funds before they must be transferred to the California State Controller 's Office. Ally has had since at least XX/XX/XXXX to resolve this and has failed to do so despite multiple calls and promises. It is also important to note that Ally reported these funds to the state as unclaimed property, which means they already verified the checks were never cashed before reporting them. Their repeated claims of needing to investigate whether the checks were cashed is unnecessary stalling given that this verification was already completed prior to reporting to the state. I requested confirmation that the original checks were never cashed, reissuance of both checks to my current address, and status updates on my claim. Despite four calls over four months, none of these requests have been fulfilled. I am requesting immediate reissuance of both checks to my current address, written confirmation of the reissuance, the exact address the checks will be sent to so I can verify it is correct, a firm and realistic delivery timeline, and a direct point of contact with actual authority to resolve this issue rather than front-line customer service representatives who can not access proper records or follow through on promises made.

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