Consumer complaint received 2026-05-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT Against : Ally Financial Inc . Ally Bank Ally Servicing LLC XXXX : XXXX Contract Registration No. XXXX Buyer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX to Investigate Disputes, Failure to Produce Verification Records XXXX Improper Enforcement Activity, and Deficient Servicing Practices This complaint serves as formal notice of Ally Financial, Ally Bank, and Ally Servicings systemic failure to properly investigate, substantiate, supervise, and resolve a complex and well-documented dispute concerning my account and vehicle. Despite repeated notice, Ally continued withholding critical verification records, failed to meaningfully address unresolved servicing issues, ignored supervisory escalation requests, and proceeded with enforcement activity while material account disputes remained unresolved. This matter does not involve a minor servicing disagreement or isolated customer-service issue. The record reflects an ongoing pattern of evasion, nonresponsiveness, deficient investigation practices, and continued enforcement activity despite repeated requests for substantiation, clarification, escalation, and correction. Throughout this process, I made repeated and commercially reasonable efforts to obtain clarification, records, supervisory review, and resolution. Those efforts were consistently met with incomplete responses, nonresponsiveness, abandoned escalation requests, and refusal to produce records directly material to Allys claimed position and enforcement conduct. The unresolved issues raised with Ally included, but were not limited to : XXXX. Unauthorized ACH activity and Account Receivable Conversion ( ARC ) handling requiring immediate investigation to protect the integrity of the account and related payment activity ; XXXX. Requests for critical verification records, including : Statement of Cash Proceeds ; EFT Funding Receipt ; and Complete account-level accounting and transaction history ; XXXX. Multiple requests for supervisory escalation and executive-level review, which were ignored, abandoned, or never meaningfully completed ; and XXXX. Requests for : All call recordings from XX/XX/XXXX through XX/XX/XXXX ; Complete inbound and outbound call logs associated with my account ; All internal communications, emails, messages, investigative communications, servicing communications, and interdepartmental correspondence concerning my account, dispute history, enforcement activity, repossession activity, or servicing status ; All internal dispute records, investigative records, escalation records, fraud-review records, compliance-review records XXXX and account-review documentation ; Documentation reflecting Allys internal handling of the dispute despite continuing enforcement and repossession activity ; Identification of the exact third-party entity presently acting as custodian, holder, vault custodian, document custodian, or controlling party over the Retail Installment Sale Contract/Security Agreement associated with this account, including the entity currently maintaining possession, custody, or authoritative control over the authoritative copy and all related financing records ; Identification of the party, department, processor, servicer, custodian, responsible for receiving,, processing,, or maintaining records concerning any modification or addendum relating to conversion of the transaction from installment-credit terms to cash-purchase terms. The repossession assignment, repossession authorization, or repossession order issued in connection with my vehicle ; The contract or agreement between Ally and the repossession company or recovery agent involved in the repossession activity ; Any agency authorization, recovery authorization, or delegated enforcement agreement relied upon to authorize XXXX, transport, storage, detention, or recovery of my vehicle ; Documentation identifying the party that authorized the repossession and the basis upon which that authority was exercised ; Identification of all payment processors, lockbox processors, XXXX-party processors, ACH originators, remittance processors, merchant processors, intermediaries, or affiliated entities involved in processing payments or ACH activity associated with my account ; Records identifying the Originating Depository Financial Institution ( ODFI ), Standard Entry Class ( SEC ) codes, authorization methods relied upon, and all security procedures utilized in connection with ACH debits associated with my account ; and Documentation identifying the authorization-verification procedures, account-authentication procedures, fraud-detection procedures, and ACH-processing controls relied upon in initiating, processing, validating, converting, or transmitting ACH debits associated with this account. SIGNIFICANCE OF ALLYS FAILURE TO PRODUCE RECORDS The records repeatedly requested are foundational servicing and enforcement records directly tied to Allys claimed authority, account handling, payment processing, servicing conduct, repossession activity, and enforcement position. By continuing to withhold or fail to produce these records after repeated notice and dispute, Ally materially undermines its ability to substantiate : The accuracy of the account balance and claimed obligation ; The legitimacy of fees, debits, servicing adjustments, or enforcement activity ; The adequacy of its investigation into disputed ACH and ARC-related activity ; The accuracy of payment application and account reconciliation ; The basis for repossession and continued enforcement actions ; and Whether Ally complied with applicable servicing, investigation, and consumer-protection obligations before escalating enforcement activity. The requested records are not peripheral documents. They are transaction-level accountability records directly tied to account origination, funding, payment processing, dispute handling, servicing conduct, repossession authority, and enforcement activity. PATTERN OF NONCOMPLIANCE AND DEFICIENT SERVICING PRACTICES Ally repeatedly demonstrated a pattern of avoidance and noncompliance throughout this matter, including : Failure to produce verification documents directly material to validating the account and enforcement position ; Failure to meaningfully investigate unauthorized ACH activity and ARC-related concerns after notice ; Failure to provide substantive responses addressing the issues raised ; Failure to complete or meaningfully respond to supervisory escalation requests ; Failure to transparently communicate the status of investigations, dispute coding, or internal review activity ; and Advancement of repossession and enforcement activity despite unresolved servicing disputes and outstanding requests for substantiation. NOTICE OF PRESERVATION OBLIGATIONS Ally is hereby placed on formal notice to preserve all records, communications, metadata, electronically stored information, servicing records, investigative materials, and internal account documentation associated with this matter. This preservation demand includes all records maintained within servicing systems, payment-processing systems, document-management systems, dispute-management systems, call-recording systems, repossession systems, recovery systems, and third-party vendor platforms associated with this account and vehicle. Failure to preserve or produce these materials after formal notice may materially impact subsequent regulatory review, litigation, discovery proceedings, evidentiary determinations, and evaluation of Allys servicing conduct. RECKLESS ENFORCEMENT DESPITE UNRESOLVED DISPUTES Ally proceeded with repossession and continued enforcement activity while material disputes remained unresolved and while foundational servicing and verification records remained unproduced. Rather than resolve the outstanding concerns, substantiate the account, or complete meaningful review, Ally escalated enforcement activity while continuing to withhold records directly tied to the legitimacy of its claimed position. That sequence of events materially compounds the seriousness of the servicing failures identified throughout this complaint. REQUEST FOR CFPB REVIEW AND MONITORING Given the breadth and seriousness of the servicing deficiencies identified herein, I respectfully request that the Consumer Financial Protection Bureau review Allys handling of this matter and evaluate whether these practices reflect broader servicing, investigation, escalation, record-preservation, and consumer-dispute handling deficiencies affecting additional consumers. I further request that the CFPB require Ally to : Properly investigate the disputed ACH and ARC-related activity ; Produce the requested servicing, repossession, and verification records ; Identify the parties responsible for custody, servicing, repossession authorization, and payment processing associated with the account ; and Address the unresolved servicing and enforcement discrepancies identified throughout this complaint. Let the record reflect through this CFPB complaint that I expressly withdraw, revoke, and deny any consent to self-help enforcement activity concerning the vehicle by Ally Financial, Ally Bank XXXX Ally Servicing LLC XXXX XXXX XXXX XXXX XXXX of XXXX, XXXX, XXXX XXXX XXXX, any repossession vendor, storage facility, auction company, contractor, servicing agent, or related third party. This revocation applies to any nonjudicial repossession activity, continued detention, transport, relocation, storage escalation, auction preparation, sale activity, title transfer activity, repossession assignment activity, or any other exercise of possession or control over the vehicle outside lawful civil process. I further revoke any prior implied consent, repossession authorization, title-processing authority, delegated enforcement authority XXXX agency authority, or servicing authority previously relied upon in connection with the vehicle to the fullest extent permitted by law. Any continued possession, movement, storage, transfer, auction activity, or disposition activity occurring after notice of this dispute and revocation is expressly disputed, non-consensual, and being fully documented and preserved as part of the evidentiary record associated with this matter and Allys continued enforcement conduct despite unresolved disputes and outstanding requests for substantiation. This complaint and supporting documentation form part of a growing evidentiary record concerning Allys servicing conduct, dispute handling, repossession activity, and continued refusal to produce foundational account and enforcement records despite repeated requests and formal notice. All rights are expressly reserved.

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