Consumer complaint received 2025-06-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: ALLY FINANCIAL INC.
State: MO

Complaint narrative:
XXXX"I had a vehicle loan with Ally many years ago and had absolutely no problems through the whole loan installment period. After this loan was paid off, I decided to use Ally again for another vehicle loan and initially was pleased with Ally's service. However, the last XXXX years it has been nothing but a headache working with Ally. The auto payment dropped and trying to set this back up was impossible. I ended up having to call in every single month for over XXXX XXXX years to make a payment over the phone forcing me to pay a XXXXrd party fee because their website would not allow payments to be processed and Ally refused to set autopay back up on their end. The agent reps are difficult to understand and are not knowledgeableplus do not have any authority to correct or make any changes even if they did understand. Thereps also lie to you saying that the account on the internet will work in a few days and you would be credited back these fees. There is a possibility that the reps probably do not know they are lyingand just instructed to lie on behalf of the company.This went on for almost XXXX years. I believe the company purposely had the website not working to accept payments to profit making money off of the XXXXrd party vendor and hoping you would miss a payment enabling to charge a late fee too.  I finally got auto payment set back up on the last few months of the loan. I had a few payments deferred in the past and was informed that the loan would be extended out another XXXX months or so.  I just happened to log onto the account to check the loan status of how many payments are left. When I logon to the web portal it would not provide any information about the loan just said that the information unavailable.  After calling into Ally, they informed me that the loan was late even though it was on autopay.  Apparently, they ballooned the deferred payments at the end of the loan instead of extending the loan out another XXXX months.  Never received any notice from Ally via mail or email or any other form about this, did not receive any notice about getting a late charge or anything.  When on the phone with rep I requested a detailed amortization schedule and a payoff because I could no longer access this information online anymore.  They blocked this information that I used to be able to access online.  Even though this was not right, I told them that it will take a few days to transfer funds from other account and will pay off the loan.  I also requested a late fee waiver.  XXXXFew days later after funds cleared, I called back into Ally, I still could not access account information online.  They did not send me a detailed amortization schedule and/or payment applied schedule as requested.  The Rep on the phone could not give me an accurate payoff on the loan making the payment that day. They denied the late fee waiver.  I purposely overpaid from what the rep stated to ensure that there was not any outstanding balance. And online it did say in the confirmation that there was over payment of XXXX.  I also requested to have a supervisor call me and Ally set up a call scheduled on XXXX XXXX XXXX XXXX XXXX XXXX  but I did not receive such call. XXXXAlly did send a text that the vehicle was paid off.  This was a link to like a new Ally app that had me set up a login and it did come up with a detailed page showing the vehicle paid off with a balance of XXXX.  There was no credit showing the overpayment.  I also believe I should NOT have had to pay the late fees even though I did.  XXXXWhoever took over in corporate admin a few years ago is an absolute crook and is deceptive in their business practices thus making it difficult to make payments and unknowingly leading to default even from good account payers."

Company response to consumer: Closed with monetary relief