Consumer complaint received 2024-10-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
It has been close to 25 days since my last compliant, Still no result and incorrectly assessed fees are still on the account. 

I email multiple times and they would keep avoiding removing the fees by replying to my emails " PLEASE CALL US TO SPEAK FURTHER ''. when same clear instruction and explanation has to be submitted over and over. 

Incident XX/XX/XXXXXXXX XXXX XXXX XXXX  I was called by an executive team member whom I was told was handling my recent compliant. She manage to call me asking for another person who is NOT me! Very unprofessional. I then informed this person and said I think youre looking for me instead, I was told youre handling my compliant. It took some time for her to get my account info and then ask me what she can help me with? I mentioned I called and left her a message a couple days ago on XX/XX/XXXX regarding false reporting. I was then LIED to repeatedly. Lie # 1 : I spoke of the false reporting on my account from XX/XX/XXXXXXXX XXXX XXXX XXXX Specifically XX/XX/XXXX. A payment of {$610.00} was made AUTOMATICALLY from PREAUTHORIZED " 8 '' payments from XX/XX/XXXX to be auto withdraw XXXX of each month.Actual due date XXXX each month. I stated there is NO way XXXX is 30 days late when I made my XXXX payment of {$610.00} and my due date is on the XXXX. My XX/XX/XXXX payment was made on XX/XX/XXXX also. Representative proceeds to tell me your due date is on the XXXX, you didn't make your payment time. My " catch up '' plan was done for me by representative there for I did not choose the dates. it is up to the representative to provide me with the best solution with transparency. With that said, XXXX payment was made ON TIME. Representative try to imply between XXXX and XX/XX/XXXX I was late for XXXX by 30 days. Lie # 2 : I spoke of the auto pay, referring to the issue above the program was set up for me and the ENTIRE program from XXXX to XX/XX/XXXX " XXXX '' payments was preauthorized with autopay. Representative proceed to tell me " we have no ability to do auto draft for you ''. I replied thats incorrect as ALL " 8 '' payments was preauthorized at once AND it was on auto draft. I confronted her thats a lie and she proceeds to be defensive. Lie # 3 : She proceeded to tell me she want to speak to me on the findings of my previous complaint. I immediately replied that " I WOULD LIKE TO SPEAK TO SOMEONE ELSE AS I DO NOT FEEL COMFORTABLE BEING LIED TO TWICE ALREADY ''. Representative REFUSED! Rep continue to deny my request and continue to force herself to continue the conversation then stats I am ONLY entitled to a " mail '' reply. I stated I would like another representative to handle my case and to speak and she continue to deny me ALL WHILE speaking over me NONE STOP in a confrontational manner. Lie # 4 : Every one whom I spoke to before she claims and down rank every one I mentioned. XXXX informed me she's the supervisor in my initial conversation. This particular stated XXXX was her " assistant ''. XXXX states I had great success with XXXX in the executive office and the representative down rank her as well. Lie # 5 : original complaint. My catch up program was set for me for 8 months. Again, all of the 8 payment was predetermined, preauthorized, preset for autograft. Entire 8 month payment was all paid ON TIME. automatically. At the end of XXXX after my last payment on XX/XX/XXXXXXXX I received a email stating the program was complete. In XX/XX/XXXX as I was about to pay my payment of {$490.00}. I noticed the amount due was incorrect. After investigating I noticed it showed {$170.00} late fees. I then reached out through the app. I was told it was all the late fees from being in the program. Again, the program was set up for me. The amount due was set up for me. The date due was set up for me. I was told at the end of my XXXX payment ALL payment such would be caught up. It was a lie! They refuse to remove all the late fees even though in my account after each payment that was preauthorized, it clearly shows a break down and list no late fee. I also stated that even in the rare even there was a late fee, it should be included in the program. I have never heard of that you pay a late fee thats accumulate after the program when I am already paying addition to my monthly payment. Not only that, they continue to report my account to my bureau for 60 day or 30 day late consistently when all of the payment were preauthorized and auto paid in since XX/XX/XXXX. In other word. since XX/XX/XXXX, all of the payment was paid on the specific date and automatically withdraw from my account. They continue to try to argue XXXX is 30 days late XXXX XXXXXXXX XXXXXXXX due day XX/XX/XXXX. payment set for {$610.00} on XX/XX/XXXX set by Ally. XXXX is not 30 day late. Not they refuse to remove the accumulated late fees after the program. they continue to make it impossible to resolve this matter of incorrect reporting and late fee. The representative XXXX was confrontational and extremely unprofessional. She also told me I can go call customer service and start a new compliant. Ally has to be one of the most unethical and unprofessional lender out there. No matter what you needed to resolve, they will make it impassible where you have to resort to ALL resource such as filing formal complaint through resource such as CFCB for them to take you seriously. Especially when it's something so petty such as late fees. I clearly stated I will be disputing this fee base on principle as I have fulfilled my duty with on time automatic payment that was pre determined and preauthorized for me. There for I will not be responsible for some compounded late fees that was never disclosed to me over the last 8 months.

Company response to consumer: Closed with explanation