Consumer complaint received 2025-09-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: ALLY FINANCIAL INC.
State: GA

Complaint narrative:
On XX/XX/XXXX at XXXX am I called Ally Auto at XXXX to make my payment because I had not received a confirmation yet and the app stated my total was still around {$1700.00}. 

Earlier this month I set up a catch-up plan that would allow me to make higher payments monthly to catch up to my typical payment of {$760.00}. That plan included that on XXXX I would make a payment of {$840.00}. 

I went via web and on the app and did not see that mutually agreed amount removed from my total. I called in to make the payment manually and have any automated catch up plan payment for XX/XX/XXXX canceled because I'm in the process of moving and a lot of my move-in fees are in my bank account ending in XXXX. 
I wanted to pay for this on a different account. I even said if the payment can not be paused today, I can just move the money over, but please let me know what my options are. The representative said you can make the payment right now on the phone. I didn't feel comfortable providing my card number to a random agent so I used their platform to make the payment online using their third party partner and provided her with the confirmation because she refused to get off the phone until the payment was completed. 

After I provided her with the confirmation she assured me that after I requested multiple times for her to make sure that I don't get charged twice because if I get charged again it's going to make my account negative and she reassured me that I would not be charged again because I already made the payment and she has the confirmation. 

A check my bank account at XXXX a.m. on XX/XX/XXXX and I see that my account is negative for the {$840.00} and now I will be charged an overdraft fee of {$20.00} each day that my account is negative. I call Ally Auto at XXXX and I am told that there's nothing that they can do because there is a holding period of 10 days. I told them that it is their error and their error is going to leave me homeless because I asked multiple times on the phone call to verify if the payment had already gone through or if there's no way for me to pause my payment I can just move the money to make up for the payment and the Ally Auto rep reassured me that I would be fine. 

The Ally Auto agent that I talked to on Wednesday morning reminded me that XXXX of my payments is already late so I might as well keep the additional {$840.00} on there even though I had requested for that payment to be canceled. And I reminded him that both Ally Auto and myself agreed to a catch-up plan that only requests for {$840.00} due to medical expenses. 

I'm not okay with my account being utilized unauthorized especially when I ask multiple times to ensure if that payment had already done through and it's too late to cancel so that I could make the right plans. 

They refused and said it would take XXXX to 5 days for them to review the phone call from XX/XX/XXXX. And then an additional XXXX to 10 days for the payment to clear holding and people turn. I asked can a physical check be delivered by this Friday because my housing depends on it and they said no that there's nothing that they can do and they can only be released within XXXX to XXXX business days. So based on that map I would not get my funds back until XX/XX/XXXX. I have to be out of my apartment by XX/XX/XXXX. I requested accommodations They said that they couldn't do that. I requested to speak to compliance they said they couldn't do that The only thing that they could do with escalated to the supervisor who could try to escalate it to someone and compliance.

Company response to consumer: Closed with explanation