Consumer complaint received 2025-08-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Deficiency balance after repossession
Company: ALLY FINANCIAL INC.
State: PA

Complaint narrative:
This is a follow up of my previous complains XXXX, XXXX, XXXX : I am filing this as a follow up complaint regarding Ally Banks continiued inconsistent handling of my auto loan account and their contradictory statements to both me and multiple regulatory agencies. This situation began when Ally created a payment plan for me, but then canceled it the same day. I immediately created a new payment plan that same day. Later, when I attempted to cancel this second plan, I was told by an Ally representative that I would need to miss a payment in order to cancel it a requirement I was never informed of in advance, but Ive stated this in my previous complaints. Allys representative XXXX XXXX XXXX recently told myself, the CFPB, the PA Office of Attorney General, and the PA Department XXXX Banking and Securities that Allys stance was unchanged because they could not validate my claims. This is not true and I knew it was untrue. I provided screenshots of two separate payment plan confirmation emails showing that Ally had, in fact, assisted me in creating these plans although XXXX continued to state my claims could not be validated. Now if my claims were not validated as Ally stated and they stated their stance is unchanged, then why do I now have emails ( screenshots included ) from Ally stating that I could now set up a new payment plan, and shortly afterward ( approx. 4 days later ) Ally sent another email claiming that I had broken an extended payment plan due to a missed payment. This is impossible, as I have always remained on autopay. I never removed my account from autopay Ally did so without my authorization although their stance was unchanged? Ally terminating this payment plan, I believe, proves my claims were valid from the beginning. These actions directly contradict Allys repeated statements to myself, the CFPB, the PA Attorney General, and the PA Department of Banking and Securities that their stance was unchanged. On one hand, Ally tells regulators they are not changing their position, but on the other hand, they send me emails about creating new payment plans and accuse me of breaking a plan that I never took action to alter. At present, I am left with no payment plan, no consistent explanation, and a record of Ally both misrepresenting facts to regulators and mishandling my account internally. I respectfully request that this matter be investigated for unfair and deceptive practices. I now would like to settle on an amount I have had to accrue in a fast manner so I can be done with them permanently. I attached documents of, once again, the two separate emails I received of the two separate payment plans Ally claimed they could not validate, the email of them stating I did not complete my extended payment plan, an email to set up an extended payment plan, and the email I received when I first enrolled in Autopay due to Ally saying I would have to miss a payment to cancel my plan and I did not want my credit impacted as they stated they would report the missed payment.

Company response to consumer: Closed with explanation