Consumer complaint received 2026-07-01 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Struggling to pay your loan — Denied request to lower payments
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
I'm submitting this complaint because Ally Bank 's response to my previous CFPB complaint failed to address several important facts regarding my hardship and the way my account has been handled. My financial hardship wasn't caused by ordinary financial difficulties. It resulted from extraordinary circumstances, including a federally declared natural disaster, ongoing XXXX, homelessness, and the complete loss of my personal belongings and business equipment after I was forced to discard everything due to toxic mold contamination. Since then, my medical condition has continued to deteriorate. I've recently been diagnosed with orbital myositis, which causes constant eye pain and has required repeated visits to my eye specialists, emergency room visits, and ongoing medical treatment. These medical issues have significantly impacted my ability to work and maintain financial stability, and I've explained these circumstances to Ally on multiple occasions. In addition to those hardships, I have documented proof that my vehicle experienced a major mechanical failure around XX/XX/year>. The fuel pump had to be replaced, and my vehicle remained in the repair shop for approximately three weeks. During that same time, I was already facing significant financial hardship, and losing access to my only means of transportation only made my situation worse. At this time, my only source of income is Social Security XXXX XXXX ( XXXX ) because I'm currently unable to work. I repeatedly explained my circumstances and specifically requested a long-term hardship loan modification that would allow me to continue making affordable monthly payments. Instead, Ally continued offering only temporary payment accommodations and ultimately denied my request because my account was already past due. I don't believe my documented hardship was ever meaningfully evaluated. I also disagree with Ally 's description of my communications with its representatives. I repeatedly asked to speak with a supervisor or executive representative regarding my hardship request. During my most recent attempt to escalate my concerns, the representative disconnected the call while I was requesting to speak with someone above her. Since Ally has stated that its calls are recorded, I request that those recordings be reviewed. They should confirm my repeated requests for escalation, my request for a long-term loan modification, and the manner in which my calls were handled. Ally 's response also states that a supervisor attempted to contact me. However, I was completely unaware of any such attempt because I never received a voicemail. Their response doesn't identify the supervisor, provide direct contact information, specify the telephone number that was used, or indicate whether a voicemail was actually left. Instead, I was simply directed back to the XXXX XXXX XXXX department. During this period, I was in and out of medical treatment, and had I known a supervisor was attempting to reach me, I would've returned the call immediately. Another significant concern is that one of Ally 's customer service representatives assured me that collection efforts wouldn't continue while my complaint was under review. Despite those assurances, I continued receiving repeated collection phone calls, text messages, emails, and repossession warnings. If Ally reviews its recorded calls, those recordings should verify exactly what I was told. I've made every reasonable effort to work with Ally in good faith. I've never tried to avoid my financial obligations. I've simply been asking for a reasonable hardship loan modification that would allow me to keep my vehicle while continuing to make affordable payments based on my current financial circumstances. Unfortunately, Ally 's response failed to address the substance of my complaint and instead focused almost entirely on my delinquency status without addressing the extraordinary circumstances that caused it. I'm respectfully requesting that Ally conduct a complete executive review of my account, including all recorded telephone conversations, reconsider my eligibility for a long-term hardship loan modification based on my documented circumstances, and work with me toward a reasonable resolution that avoids unnecessary bankruptcy. If Ally continues refusing to consider a reasonable hardship accommodation, I'll have no practical alternative but to seek protection under XXXX XXXX bankruptcy in order to keep my vehicle. If that becomes necessary, I'll also evaluate and pursue any legal remedies available based on Ally 's handling of my hardship requests, servicing of my account, and any other conduct that may have violated applicable law. I remain willing to work with Ally in good faith and hope we can reach a fair resolution without forcing unnecessary bankruptcy proceedings.

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