Consumer complaint received 2025-09-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I was behind on payments for the month of XXXX and on XX/XX/XXXX, I set up a payment plan with them. A new payment method was also set up with a new card to avoid disruptions with payment. The first payment within the catch-up plan was scheduled for XX/XX/XXXX for {$470.00}. This payment plan was scheduled through XX/XX/XXXX, wherein that last month ( XX/XX/XXXX ), payment would be for {$470.00}. This would then complete what I was behind on and beginning on XX/XX/XXXX I would resume normal payments per my original contract for {$390.00}. This would mean I was caught up entirely and my account would be in good standing again. However, following that first installment plan made for {$470.00} on XX/XX/XXXX, I saw on the app that an additional payment was scheduled for XX/XX/XXXX for {$490.00}. I sent them a message on XX/XX/XXXX because I noticed this additional payment ( XX/XX/XXXX ) was NOT part of the payment plan I made on XX/XX/XXXX. I received a message on XX/XX/XXXX stating I had to call them regarding this and no further details were included. Today, XX/XX/XXXX, I received a text message stating my payment plan was voided due to non-payment. I went on their chat option and was transferred multiple times to different representatives and got nowhere with them regarding this additional payment that was returned. I then got on a phone call with a representative who I spoke to regarding all of this and after some back and forth and being placed on hold, he stated that the reason for this payment was because I had scheduled the payment myself. I had only scheduled a payment for {$470.00}, per the payment plan for XX/XX/XXXX and made no additional payment because I had no money, hence the payment plan. I didnt make that payment and there is no record on the bank side of things to confirm a second payment charge was attempted from Ally Financial. The only payment authorized was the XXXX for XX/XX/XXXX wherein the payment was pulled from the bank on XXXX record or message stating an additional payment was attempted to be charged that same day. He could not give me a reason as to why and kept saying I must have scheduled an additional payment. He stated due to this non-payment the payment plan was voided and I was behind and needed to make a payment for the entire balance owed since it is caused by any payment reversal. However, their payment plan detail page states, Make your payments on or before your chosen payment date to maintain this schedule. which I did. Nowhere does it state that for any reversal payment, it would be canceled. however, I never authorized a secondary payment to be made mere days after submitting my first payment plan and for a random amount. If I had the money, I wouldnt have entered into a payment plan in the first place, I would have just paid the outstanding balance in its entirety right then. I also contacted them prior to the payment being scheduled because I was confused and had no clue on why that secondary payment was scheduled and was instead told to give them a call. Why would I initiate a payment for a random amount, using the new payment method ( which I used for the first time for the XX/XX/XXXX payment ) instead of just paying everything in full?? If that was the case, I would have just called them and told them to notate that I would make two payments for my balance owed up until that point. None of this makes sense and they didnt know what to say other than give me the runaround.

Company response to consumer: Closed with explanation