Consumer complaint received 2026-04-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
Complaint Regarding Lack of Proper Notification of Loan Servicing Transfer and Resulting Financial Harm I am submitting this complaint regarding XXXX and Ally Banks handling of my vehicle lease and loan servicing, which has caused me significant financial harm and damage to my credit. I initially leased a XXXX vehicle from XXXX to XXXX. During this lease, XXXX managed all aspects of the lease through their app, including payment of the lease, XXXX insurance, and charging costs. I made all payments on time and had no issues or missed payments. When my first lease ended, I began a new lease with XXXX around XX/XX/XXXX. As in the previous lease, I submitted my down payment through the XXXX app and maintained my banking information there for all related payments, including XXXX insurance, vehicle charging, and accessory purchases. However, XXXX failed to inform me that with this new lease, the loan servicing would now be transferred to Ally Bank. XXXX collected my down payment via the app and forwarded it to Ally Bank without providing me any written or verbal notification about this transfer or about any new payment portal or account I would need to set up with Ally Bank. Despite having my correct phone numberTesla had contacted me repeatedly by phone in the past during my first lease to encourage me to renewI received no personal calls or direct communication regarding the loan servicing transfer. Ally Bank claims they mailed notifications to my address, but I was never made aware of these mails. If I had not been notified properly of the loan transfer, how could I have known to take those mails seriously or to distinguish them from marketing materials? Over the next three months, I did not know I had any account with Ally Bank and never created an online account with them or made any payments directly to Ally. Ally Bank informed me that they tried to reach me through automated calls ( robocalls ). However, due to my phone providers spam filtering ( XXXX ), these automated calls were blocked and never reached me. I confirmed with Ally customer service that these robocalls were their only attempt to contact me about missed payments. After three missed paymentsmy first three payments under Allys servicingthe vehicle was repossessed without any direct prior warning that I was late or who the servicer was. This repossession has severely damaged my credit report, and as a result, I am currently unable to lease another vehicle. While I have maintained the XXXX lease to current payments, and paid the repossession costs, this car was leased for my son. My car was recently rear-ended and deemed a total loss, but due to this damage to my credit, I am unable to lease a car for myself and for the last month made multiple attempts to lease a vehicle with no luck due to this on my credit. I have attempted to contact Ally Bank several times to resolve this issue, but I have not received any meaningful response or assistance. XXXX has not provided any communication or support regarding this situation either. I request that the Consumer Financial Protection Bureau investigate this matter as it appears XXXX and Ally Bank failed to notify me adequately of the loan servicing transfer, resulting in missed payments, repossession, and significant financial and credit harm.

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