Consumer complaint received 2026-05-21 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 am filing a formal complaint regarding the handling of my auto loan account with Ally Financial and the ongoing confusion surrounding my payment status. This issue began after Ally Financial received a lump-sum payment of approximately {$5000.00} on XX/XX/XXXX. On XX/XX/XXXX, when I logged into my account to make a payment, the system showed that I did not owe another payment until XX/XX/year>, in the amount of approximately {$200.00}. Based on the information displayed in Allys own system, I reasonably believed that my account had been advanced or adjusted accordingly and that no immediate payment was due. However, only a few days later, I began receiving notifications and emails stating that my payment was late. Concerned and confused, I contacted Ally Financial on or around XX/XX/XXXX. During that call, the representative initially informed me that I needed to make a payment. After I explained what the system had shown regarding no payment being due until XX/XX/year>, she placed me on hold, reviewed the account, and then returned to state that I did not need to make a payment. Despite this reassurance, I continued receiving late payment notifications. I called Ally Financial again on XX/XX/XXXX and once again had to fully explain the situation from the beginning. During that call, the representative informed me that my account had already been placed in the collections department and stated that Allys system was confused. She then explained that she could reallocate approximately {$860.00} toward the XXXX payment to bring the account current. I agreed to this payment reallocation based on her explanation and assurance. Today, I contacted Ally Financial again to confirm whether the payment reallocation request for XXXX was documented in the system. The first representative I spoke with stated that she could see the notation and confirmed that the request was still pending. She then transferred me to another department. However, after explaining the entire situation again to the next representative, I was told that there was no notation, no information, and no payment reallocation process reflected on the account at all. That representative then stated that she would need to submit another payment reallocation request. At this point, my account appears to be in complete limbo due to both system confusion and inconsistent handling by Ally representatives. I am deeply concerned that I am now being threatened with late fees, finance charges, collection activity, and potential negative credit reporting despite repeatedly attempting to resolve this matter in good faith and relying on the information provided by Ally staff. I am requesting the following : Immediate correction of my account status Immediate processing and confirmation of the XXXX payment reallocation Removal of any improper late fees, penalties, or collection activity related to this issue Written confirmation that no negative credit reporting will occur due to Allys handling of this matter A full investigation into the conflicting information provided by Ally representatives and the mishandling of my account Written clarification regarding why Allys system reflected no payment due until XX/XX/year>, if the account was allegedly delinquent I have made repeated efforts to resolve this issue responsibly, but the ongoing contradictions between Ally representatives and the apparent confusion within Allys system have caused unnecessary stress, uncertainty, and potential financial harm. I respectfully request prompt resolution of this matter.

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