Consumer complaint received 2026-04-29 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I am filing a formal complaint against Ally Financial regarding the repossession of my vehicle and their failure to provide proper communication or opportunity to resolve my account. I purchased my vehicle in XX/XX/XXXX and remained in good standing until XXXX, when I experienced financial hardship after my fianc lost his job. In XX/XX/XXXX, my fianc passed away, which further impacted my financial stability. Despite this, I took responsible action by going to court and paying {$6200.00} to bring my account current. Following that, I entered into a payment arrangement of {$430.00} due on the XXXX of each month starting XX/XX/XXXX. I successfully made every payment on time or early through XX/XX/XXXX. In XX/XX/XXXX, I lost my job and experienced temporary financial hardship. I still made a payment of approximately {$440.00} on XX/XX/XXXX. Although I fell behind for XXXX, I had secured XXXX XXXX benefits and intended to bring my account current immediately upon receiving payment. On XX/XX/XXXX, XXXX same day I received my XXXX paymentmy vehicle was repossessed without warning. I have XXXX documentation and had very little communication from Ally since XXXX of XXXX. The only time I've communicated with Ally was if I reached out myself. Prior to the repossession : I received only XXXX missed call from Ally Financial I attempted to return the call but was told my account was in another department and was transferred, where the call was disconnected I was not provided with clear information, written notice, or a meaningful opportunity to cure the default After the repossession : I contacted Ally Financial immediately and spoke with a representative named XXXX, who was dismissive and informed me my loan had been terminated, and no reinstatement amount was available, instructing me to call back in a week This delayed my ability to take immediate action to recover my vehicle When I later spoke with another representative XXXX XXXX in the recovery department ), I was told I would need to pay nearly {$7000.00} to reinstate the loan, with no payment options offered Throughout my attempts to resolve this issue, I experienced : Repeated transfers between departments with no resolution Inconsistent and unclear information Lack of access to knowledgeable representatives Failure to communicate critical information regarding my account status I believe Ally Financial : Failed to provide adequate notice prior to repossession Failed to provide a reasonable opportunity to cure the default Engaged in poor and obstructive customer service practices Imposed excessive and immediate financial demands without offering reasonable reinstatement options This situation has caused : Loss of transportation for myself and my children Significant financial hardship Emotional distress during an already difficult period

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