Consumer complaint received 2021-11-08 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:
I started my auto loan on XX/XX/XXXX. Ally Auto charged me XXXX percent interest on a XXXX XXXX XXXX because my fiance and I had just moved to Georgia from XXXX XXXXXXXX. We needed a car, so we took it. 

I made the first payment on XX/XX/XXXX for {$400.00} and received a confirmation email. 

I was not happy about the interest rate and decided to refinance through my credit union, XXXX. They set me up with a savings account to pay off Ally. My fiance, who is on the loan, put in the payment information wrong as a checking account but they managed to withdraw a payment of {$3100.00} on XX/XX/XXXX, and I received a confirmation email. I corrected the status of the account as a savings account after I called Ally and asked them to unlock my account, as my account was locked due to the error between checking and savings. I paid them {$13000.00} on XX/XX/XXXX, and received a confirmation email from Ally. 

We had gone to the the car lot, XXXX of Georgia XXXX, and canceled the gap and warranty on the XXXX, because of the refinance. They sent a check to Ally for the canceled gap and warranty for {$2900.00}. Ally claimed they never received this check, so we went back to XXXX of Georgia XXXX and they said they didn't know why Ally hadn't cashed the check. We had them send a second check which they say Ally cashed on XX/XX/XXXX, and produced documentation, which I photographed. 
Now Ally says they returned the check, I'm not sure why, and they are trying to charge me a returned check fee of {$710.00}. The check clearly wasn't returned. 

Now I have called them today because they say my payoff is {$3100.00}, which oddly enough, is the payment they took on XX/XX/XXXX. They also tried to say this payment was returned to me, but my bank statement does not show {$3200.00} returned to my account. It says Ally withdrew that amount on XX/XX/XXXX. I specifically told the representative I spoke to, to not return the check. 

Ally refuses to send me a XXXXXXXX XXXX  so I can get my title. I have called numerous times and was promised the the XXXX XXXX was processed and would be sent to me in a light blue envelope, and was even given a XXXX XXXX processing transaction number, all to no avail. They continue to call and harass me for {$710.00} for a returned check that wasn't returned at all. 

I've paid them {$20000.00} between myself and the car lot returning the gap and warranty, after they told us the payoff was {$17000.00}. 

I've sent documentation to the email they gave me, XXXX proving they've been paid, but I never get a response, only collection calls and emails. 

Had I known Ally has a reputation for charging extra money, repossession of vehicles without proper notice ( during the pandemic after advertising on their website and during calls that they will provide assistance if you can't pay ), and refusing to send titles or taking extra long to process titles, I would not have entered into a contract with Ally.

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