Beth sent a message to Jeffrey J. Brown – Chief Executive Officer of Ally Financial Inc. – Email Address that said:
Hello Mr. Brown,
My name is Beth and I am a new customer as I leased a new Jeep September 5th 2016 and my new payments are through your company, Ally Financial. I am writing to appeal to you for help in my continually growing and frustrating situation as I have exhausted all of my resources up to this point.
I am a teacher and I am not paid until the 20th of every month. Prior to leasing the Jeep, I had been a long time customer of Ford. Ford Motor Credit was always very accommodating in helping me arrange my payments until the 20th of each month, even if it meant that any difference would be added to the end of the loan. I successfully and on time, paid my car payments for the last 10 years. Since I bought the Jeep on the 5th, I was told by the dealership that I would have to contact Ally to have this due date changed as my first payment would be due on October 3rd. On September 13th I did call Ally and was told that of course this due date could be changed to the 20th of each month starting October 20th but 2 things had to happen. One is I would have to sign a change of due date paper and pay 254 dollars as that was the fee for the difference in the payment. I was frustrated, but agreed. Here is where I begin to get upset. I assumed in a few days I would receive this paperwork in the mail, however I did not receive the paper work until the 24th of September( a Saturday), 11 days after I was told it was sent. I immediately wrote a check, signed the paper and put it in the mail on the 26th (Monday). I received a call on October 8th from Ally saying my car payment was late.. ?? When I asked why, she told me that I only had 10 days to sign the paper and make the payment. ??? I tried to explain to her that I did not even know I had 10 days, as that wasn't clear to me AND I did not get the paper work for 11 days! She did not care and told me I needed to make the full car payment. I asked to speak to a manager and her reply was a snarky,"ok but he is just going to say the same thing so.." The manager told me the same thing, that my time limit expired. so we can do the process again AFTER I make the full car payment. I had to use my child support to do this. He told me that new paperwork would be sent out immediately and that again I needed to sign and return. That paper work was sent out on October 10th. It is now October 21st and I still have not received it. I have called almost daily to let them know this. They asked if I had a fax number? First of all it is 2016 and most businesses and people do not use fax anymore. Luckily my school still has a fax machine. Yesterday I called again to let them know I STILL had not received this paperwork and gave them the fax number to my school. That was at 9:54 am. I was told the fax would be sent right away. By 3:00pm at the end of the school day, I still had not received this fax and upon my arrival this morning there is still no fax. I am extremely frustrated and have done some research on this company and complaints. This seems to be a common complaint and I am frustrated that I am trying to be proactive and do the right thing but I could have driven anywhere in the country 3 or 4 times to pick this paperwork up myself in the amount of time it takes mail to be delivered. I even asked for it to be emailed to me and I would scan it and email it back. No, this was not an option I was told.
My 10 days has expired and I am now in the same place as I was in September. What can I do? I am a single mom with a daughter in college and a special needs son so budgeting is extremely important. Please help. I would hope that the CEO of a major financial institution with a family of his own would not want his business to be run this way.
Thank you so much
Beth
