Vehicle loan or lease -- Managing the loan or lease -- Complaint #19013850
Complaint Overview
Complaint ID: 19013850
Company: Ally Financial INC.
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Problem with additional products or services purchased with the loan
State: Ohio
ZIP Code: 44121
Date Received: 2025-12-01T12:00:00-05:00
Date Sent to Company: 2026-01-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
Consumer Complaint Against : Ally Financial XXXX XXXX XXXX XXXX XXXXXXXX Product : Auto Loan / XXXX Contract Vehicle : XXXX XXXX XXXX VIN XXXX Co-Borrowers : XXXX XXXX and XXXX XXXX Complaint This complaint is regarding the mishandling, delay, and improper denial of my XXXX XXXX XXXX XXXX XXXXXXXX ) claim following the total loss of my vehicle, resulting in significant financial harm and negative credit reporting. What Happened I purchased a XXXX XXXX XXXX with financing through Ally Financial, including an optional XXXX contract administered by XXXX. The vehicle was totaled on XX/XX/XXXX, and my insurance company ( XXXX ) declared it a total loss on XX/XX/XXXX. XXXX issued a total-loss payment of {$70000.00} on XX/XX/XXXX, leaving a deficiency of {$14000.00}, which should have been covered under the XXXX contract. Attempts to File XXXX Claim From XXXX through XX/XX/XXXX, I attempted to file and process the XXXX claim through both Ally and XXXX, and repeatedly received conflicting information : Ally told me XXXX was responsible for payment. XXXX told me Ally had not submitted required documents. In XX/XX/XXXX, XXXX instructed me to submit the claim via their portal. I submitted all required documents, twice, including everything from Ally and XXXX. XXXX continued to claim they had not received lender documents, while Ally stated the opposite. Ally did not submit their documentation to XXXX until XX/XX/XXXX. Improper Denial My XXXX claim analyst at XXXX, XXXX ( XXXX ), instructed me to resubmit documents through XX/XX/XXXX, which I did twice. On XX/XX/XXXX, for the first time, I was told the claim was being denied due to an alleged 90-day submission deadline that : Was never disclosed Does not appear in any documents I received Was not provided when the contract was purchased Was not mentioned during any of the months of communication Conflicts with the repeated requests for documents beyond the alleged deadline XXXX then offered only a {$3000.00} good-faith settlement, which is far below the {$14000.00} deficiency.
Frequently Asked Questions
What is Complaint #19013850 about?
Complaint #19013850 was filed against Ally Financial INC. regarding Vehicle loan or lease specifically about Managing the loan or lease. It was received by the CFPB on 2025-12-01T12:00:00-05:00.
How did Ally Financial INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Vehicle loan or lease) and describe your issue in detail.
Can I see other complaints against Ally Financial INC.?
Yes, visit the Ally Financial INC. company profile at readthecomplaint.com/company/ally-financial-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.