Consumer complaint received 2025-11-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: ALLY FINANCIAL INC.
State: IN

Complaint narrative:
My vehicle was repossessed due to incorrect information provided by an Ally Financial representative. An Ally rep contacted my husband, and stated that a one month payment would prevent repossession. The rep advised they were going to unlock our online account to ensure we could make the payment on the app that day. I made the payment {$620.00} in full on XX/XX/XXXX. We relied on the representatives instructions, and the vehicle was repossessed despite the reps assurances. The repossession was not my fault, and it occurred solely due to incorrect instructions given to me by Ally. The vehicle was repossessed on XX/XX/XXXX. When contacting the redemption team and advised of the situation, they advised they don't honor any payment arrangements that were made before repossession. I explained to them that I was advised it wouldn't lead to repossession and they asked if I called to check to ensure the payment was received, we weren't advised of that so I stated no. They stated that's why it was repossessed. I advised that it wasn't my fault or problem due to the reps lack of communication, the redemption rep stated it was my issue now that it was repossessed. I filed a complain with the executives and nothing happened besides an apology. I was expected to pay the repossession fee, the key fee ect. 

After the repossession, I redeemed the vehicle by paying the minimum amount required, which reinstated the contract and returned the vehicle to me. However, Ally removed my name from the vehicles title before the redemption period ended and without my knowledge or consent. Even after redemption, my name was never restored to the title. Because of this, I have not been able to sell or transfer the vehicle despite multiple requests. I redeemed the vehicle on XX/XX/XXXX, the title change was processed in West Virginia on XX/XX/XXXX. I was advised my redemption period ended on XX/XX/XXXX. I didn't know that the vehicle wasn't in my name, that my name was removed off of the title at all until I went to sell the vehicle to XXXX and was contacted on XXXX from them due to the title not being in my name. Therefore, my insurance and registration are not valid and I was unaware. 

I attempted to resolve the issue through Allys customer service, loss mitigation, and executive escalation channels, but I was repeatedly transferred between departments and given no resolution. An Ally rep had contacted my husband for a payment and he advised that we would not proceed with any payments until the issue was corrected. The rep then stated that they were unable to fix the name on the title, until the account was current even tho the title should have been fixed when the required redemption amount was satisfied. The executive team did send me the information that I needed to take to the XXXX without me knowing, once received I took it to the XXXX and because they put it to an out of state title, I have to get a VIN check, which is requiring more of my personal time, then I have already spent trying to resolve this whole situation. 

Additionally, Ally sent me another customers personal information through the Ally online portal. This included the other persons name, address, VIN, title number, and full vehicle details. This is a serious data breach and raises concerns about Allys handling of personal information.

Due to Allys actions, the account balance is currently behind because I refused to continue making payments until the title and repossession issues are corrected. Ally has not provided a path to resolution.

Company response to consumer: Closed with explanation