Consumer complaint received 2025-11-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
XXXX XXXX XXXX XXXX I signed a car loan agreement with XXXX XXXX XXXX for XXXX to be paid in XXXX  installments of XXXX  each, with the XXXX  installment due on XXXX XXXX XXXX. which means that the XXXX  installments would end on XXXX XXXX XXXX. However, due to the mandatory quarantine order because of the XXXX XXXX, in XXXX XXXX I was forced to ask XXXX XXXX XXXX  for a XXXX payment extension, which was granted by XXXX XXXX XXXX, indicating that the XXXX  installments would be paid at the end of the loan and that no late fees would be charged. However, I did not receive any documentation with the details of this new agreement, either in physical or electronic form, and certainly not in the app. I resumed payments on XXXX XXXX XXXX XXXX XXXX XXXX I had not been notified that my contract was ending and that I had to pay the XXXX extension I had requested in that last installment. However, I assumed that the loan would be extended until XXXX XXXX XXXX to complete the XXXX  installments. But when I checked the information on the XXXX XXXX XXXX app, it shows that apart from the XXXX XXXX XXXX, installment of XXXX, I still have an outstanding balance of more than XXXX, which is why I decided to contact XXXX XXXX customer service line at XXXX XXXX on XXXX XXXX XXXX, at XXXX XXXX, where I was assisted by an advisor. When I asked for an explanation about that balance, she told me that this amount corresponds to the four extension installments. When I hung up, I was not satisfied with the answer, so I checked all the payments I had made and discovered that they were charging me XXXX  for the extension, both for the installments, completing the XXXX  installments in total, and with a payment at the end of the XXXX  installments for more than XXXX. So, on the same day at XXXX XXXX I call the same customer service line again and this time I am attended to by the advisor XXXX, to whom I explain the situation again and ask for the details of this excessively high balance. He replies again that it is due to the payment extension and financial charges, that they were charging me 1.9% daily interest for the extension, and I reply that even so, the amount they were charging me did not add up. Representative XXXX  told me he would leave a note for the finance department to review my case and that they would call me back. Weeks went by and XXXX XXXX XXXX  did not contact me, so I called again on XXXX XXXX XXXX, at XXXX XXXX. to the XXXX XXXX XXXX customer service line at XXXX XXXX. The call was answered by advisor XXXX XXXX, who refused to give me his last name or employee number. I explained the situation to him and what had happened during the XXXX previous calls, and that I needed a detailed response regarding the abusive charge they were trying to make me pay. He simply replied that this was what I owed for the extension and that he could only send me a payment history and that was all he could do for me.     XXXX  this history, it can be seen that after the extension and once I resumed payments, the following four installments from XXXX XXXX XXXX, to the XXXX XXXX XXXX, installment were paid in full only to the financial charges debt and there were no payments to the principal debt. It also shows that I have paid XXXX  installments of the XXXX  agreed upon in the initial contract, therefore I owe only XXXX  installment of XXXX and not the alleged excessive, absurd, and abusive balance of XXXX XXXX I request that these allegedly owed amounts be corrected. I only owe installment XXXX XXXX in the amount of XXXX since to date I have paid XXXX  installments and if they charge me the alleged balance owed of XXXX, I would be paying XXXX  the extension, which is malicious and abusive conduct on the part of the financial institution XXXX XXXX XXXX contract XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  date on which the XXXX  installments are completed due to the XXXXinstallment extension: XXXX XXXX percentage rate: XXXX  financial chargesXXXX XXXX XXXX amount financed: XXXX XXXX payments: XXXX sale price including down payment: XXXX amount they want me to pay for requesting a XXXXinstallment extension during the pandemic, which I will finish paying on XXXX XXXX an excessive and abusive charge of XXXX for no reason."

Company response to consumer: Closed with explanation