Report: #1007491

Complaint Review: ALLY financial

  • Submitted: Fri, February 01, 2013
  • Updated: Tue, March 05, 2013
  • Reported By: erica — overland park Kansas United States of America
  • ALLY financial

    United States of America

Show customers why they should trust your business over your competitors...

First of all I have had my car initially financed from GMAC and they switched to ALLY. Until recently within the last 2 years I was rarely late on a payment and then I lost job after job and ran out of deferment on payments. Needless to say I began to fall late. I never went more than 3 months past due and last night when I became 3.5 months past due they came and
repossessed my car. I NEVER received any kind of notification. In fact the last letter I received from them in the mail was from back in August 2012! I also just made a payment on 12/4/12 of $344.18 (which included my car payment and late fees). I started calling ALLY this morning at 7am when they started taking calls and was on hold for 47.05 minutes and talked to a representative Erma and she was beyond RUDE! She had no empathy at all for my situation and I could barely understand anything she said with her heavy Indian accent.

I asked to speak to her supervisor and she replied "he is going to tell you the same thing!" I said that I still would like to speak to her supervisor. So she transferred me to Vince the "assistant supervisor" and he wasnt any help either, also with a heavy Indian accent!!! He wouldnt let me talk and kept interrupting me. He said that the tow place hasnt released the information yet and that he couldnt do anything until then. I then asked if he could call the tow place and he rudely declined because they hadnt received anything from them that stated that they had my car. So I insisted again and he said "Im going to release the call now, I cannot help you" I pleaded with him to help me cause I FINALLY got a new job and it starts today. He said again am releasing the call" CLICK! I was soooo mad!!! I called the tow place and the lady Courtney was super nice and couldnt understand why ALLY didnt have the information yet.

So after I got off the phone with her I proceeded to call ALLY back and was on hold for 1 hour 12 minutes and 37 seconds and talked to Donna. She was actually kind of nice! She got all my information and then called the tow company to confirm the information WITHOUT ME EVEN ASKING!!! I got the payment made via money gram (that customer care rep was super nice). I then called ALLY back and was on hold for 1 hour 8 minutes and 1 second and a representative John answered and took my reference number of the payment and called the tow place to advise them that I was paid in full and could pick up my car. I called the tow place again and they advised me that they do not release repossessed cars on Fridays and Mondays (probably because they want to charge for storage fees over the weekend) I calmly asked him what is preventing him from giving me a car that is legally mine? He said that he was in the Topeka office and would make an exception and drive to Olathe to release my car for me. How thoughtful of him! WHATEVER!!! It is now 3:27pm and I am finally home with my car that is PAID IN FULL!!! I can also supply phone records of NO attempt to contact me.

Just in case anyone was wondering what I had left to pay:

Past due:       1053.72
Late fee:         26.46
Repo fee:       350.00
Total:              $1430.18 
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This report was posted on Ripoff Report on 02/01/2013 04:24 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

I belive you!

AUTHOR: stormy22 - ()

 I am currently in the same kind of situation. Paid on the car for over 6 yrs (contracted for 72 months) ALLY reposesses the car. Before GMAC rebranded itself as ALLY you could call customer service and get issues resolved. After the bailout name was changed and customer service was outsourced to the Philippines. When you call the customer care center you can not get anything resolved and talking to supervisors does not get you anywhere.

They want to make a deal but I have t owaive my right to go back and make them fis the coounting errors made by ALLY that brough on this mess in the first place.  They REFUSE to put it in writing, so i will not accept. I dont trust them!

Accounting errors such as taking out too much interes, taking out late fees from a sceule payment without my knowledge. Late fees applied early only to make them more money.

My situation is a very long story and we have a lot in common, but i belive you!!! If you research it Ally has hundreds of stories like this for anyone who doubts what we are saying. Reposessions for $29 and one peny...someone got thier truck repo'ed after they paid off and got the title.

Did you file a complaint with the consumer financial protection bureau?

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#2 Consumer Comment


AUTHOR: Katie - (United States of America)

WOW!  Do you know my situation? No you do not.  You are assuming that you do when you have no idea.  I have had issues with Ally since day one!  They could care less who you are and what you need when you get them on the phone in the Philippines and yes I live in America and I speak english and I expect the person on the other end to be able to understand me and I should not have to repeat myself 5 times because they can not understand what I am saying.  The only way I ever got anywhere with anyone was when I asked to be transferred to someone that spoke english. They wanted all my info and I did not give it to them.  I have purchased many cars in my life and have financed most of them thru a credit union and Ally's customer service is by far the worst I have ever dealt with bedsides AT&T.  Before you judge and assume that you know everything do not do it!  I haven't worked in 12 years and my husband provides for me and our 5 children and we have always paid our bills on time the issue with Ally is that they were showing $63 late on our credit report and the car payment isn't even that much.  If there was a direct line to reach them in Kansas it would be one thing but you have to jump hoops to get to any english speaking person and this is my credit and my $ we are talking about so I should be able to get to someone who knows what they are talking about!
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#3 Consumer Comment

Why All The Calls???


Why do you need to be constantly contacting them?  Of course its difficult these days to reach a real English speaking human being...a human who actually answers the phone.  However, once you have the loan established there's nothing more to discuss, just send in the payments with each payment being on time, every time.  Of course, if you're regularly late or calling them every month to "make arrangements" that's another matter.  Maybe you should increase your income so you can make ends meet!  It doesn't matter who the lender is, prime or subprime, if you won't or can't make on time payments you aren't going to like them.  They provided "customer service" when they loaned you the money!
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#4 Consumer Comment

I have been dealing with the same issue

AUTHOR: Katie - (United States of America)

They have the absolute WORST customer service I have ever delt with.  The customer service number that you call sends you to the Phillipines and you have to liteally tell them that you want someone in the US to talk to.  They are rude, transfer you around like they are sending you to a supervisor only to find out that you are in the same call center that you called.  Its CRAZY!  As soon as I have the time I am refinancing with a different company.  This kind of nonsense should not have to be delt with.  I have 5 kids and dont have hours to sit on the phone and deal with people that can not even understand what I am saying. Beyond frustrated!
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#5 Consumer Comment

Unjust For Sure!


When you engaged these people, what was the purpose?  You engaged them to provide financing for your purchase...period.  You didn't contact them because you needed a friend, a clergyman or a mother.  You needed their financing in what is/was nothing more than a business arrangement.  You claim they are cruel and heartless after they did a repo because you were late THREE PLUS months!  How many?  One week, one month, two months?  No...THREE AND A HALFT MONTHS they let you slide. 

Cruel and heartless???  Unjust???  Then you complain they didn't give you advance warning about the repo.  Unless there is some state law which requires that, why on earth would they give a customer who has BROKEN THE CONTRACT the opportunity to hide the car, destroy the car or damage the car???  Maybe you wouldn't do those things but many people do!  When you, me or anybody is late on a car loan, we are subject to a repo. 

"Late" can be one week, one month or in your case OVER THREE MONTHS!  They let you go and string them along before they did their repo.  What exactly did you want?  Six months late, a year late or maybe you feel you are ENTITLED to have the car for free and make payments whenever you want.  What is UNJUST in this matter is YOU whining about them when they clearly went way beyond the norm to give you a chance to make them whole and in the end, you failed to do so.  And before it is stated I don't work for them.
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