Consumer complaint received 2026-04-13 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Termination fees or other problem when ending the lease early
Company: ALLY FINANCIAL INC.
State: WA

Complaint narrative:
Original Complaint # XXXX - I am submitting this complaint regarding a vehicle lease serviced by Ally Financial for a XXXX XXXX XXXX. On XX/XX/XXXX, I notified Ally Financial, by phone, that my family would be relocating to Washington State due to medical necessity related to my diagnosis of XXXX XXXX XXXXXXXX XXXX. Because of the relocation, the leased vehicle required registration in Washington State. On XX/XX/XXXX, I notified Ally Financial, again, by phone, that I was unable to complete registration of the vehicle in Washington because required authorization or documentation from the lender had not been provided. I requested assistance so the vehicle could be lawfully registered and operated. Because the vehicle could not legally be registered or operated, it was left at XXXX XXXX XXXX XXXX XXXX, an authorized XXXX XXXX dealership in XXXX, Washington, on XX/XX/XXXX pending resolution of the registration authorization issue. This step was taken to ensure the vehicle remained in a lawful and secure location while the registration issue was being addressed. Since that time, multiple written attempts were made to resolve this matter with Ally Financial and to obtain the documentation required for lawful vehicle registration. I also requested consideration for relief from late fees or penalties due to the fact that the vehicle could not legally be operated while awaiting lender action. Despite these good-faith efforts, the issue remained unresolved and communication from the lender was limited. As a result of the ongoing registration barrier and my medical circumstances requiring me to focus on upcoming treatment, I was ultimately forced to return the vehicle and the lease has now been ended. The return of the vehicle was not the result of neglect or refusal to meet my obligations, but rather the inability to lawfully operate or register the leased vehicle due to unresolved lender documentation requirements. Documentation and photographs are available supporting that the vehicle remained parked at an authorized XXXX XXXX dealership while the registration issue remained unresolved. I respectfully request that Ally Financial review this matter and ensure that any reporting related to this account accurately reflects the circumstances described above and that no inaccurate or misleading delinquency reporting occur as a result of this unresolved administrative issue. I respectfully request assistance in reviewing and resolving this matter. - break- My Response to Ally 's reply : I respectfully disagree with Allys conclusion that this matter represents a standard early lease termination handled in accordance with the agreement. On XX/XX/XXXX, prior to any default or surrender of the vehicle, I formally submitted a written hardship request to Ally outlining my medical condition, my 100 % permanent and total XXXX status as a XXXX XXXX veteran, and the medically necessary relocation from XXXX to XXXX. In that communication, I clearly stated that I was acting proactively, in good faith, and requested assistance to identify reasonable options to remain compliant with the lease while navigating significant medical and regulatory challenges. A central issue at that time was the inability to maintain lawful registration and operation of the leased vehicle across state lines due to conflicting state requirements. As a result, the vehicle became effectively unusable for its intended purpose, particularly given my reliance on my spouse for transportation to medical care. To preserve the asset and remain compliant, I secured the vehicle at an authorized dealership rather than abandoning it, and I continued to seek guidance from Ally. Despite this documented hardship request and clear explanation of circumstances, Ally did not provide a meaningful or actionable resolution. Instead, I was directed toward general payment assistance channels that did not address the core issue of vehicle usability or interstate registration barriers. Ultimately, due to the lack of a workable solution and the urgency of my medical situation, I was left with no reasonable alternative but to surrender the vehicle. This sequence of events does not reflect a voluntary early termination. Rather, it reflects a situation in which a customer, acting in good faith and under significant medical hardship, was unable to obtain appropriate servicing support from the lender to resolve a complex but foreseeable issue. I respectfully request that this matter be reevaluated as a hardship-driven outcome rather than a standard early termination, and that Ally consider appropriate adjustments, including reduction or waiver of remaining lease liability and correction of any negative credit reporting associated with this account. I remain willing to provide any additional documentation necessary to support this request.

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