Karen sent a message to Jeffrey J. Brown Chief Executive Officer of Ally Financial Inc. Email Address that said:
Dear Mr. Brown,
I am very frustrated and seem to be going through the same cycle over and over again with customer support. I am actually reaching out to you in hopes that this issue can be resolved once and for all. The issue is with account that should be closed with no outstanding balance since I had full coverage and gap insurance. I also have account that is current and evident of my payment history before the economic down turn destroyed most of us. The sad part is as I continue to try to rebuild my credit and put everything in place Ally continues to report me to the credit bureaus while the representatives are extremely slow in responding to the insurance adjusters. Please see below the letter that was sent to customer support on 02/04/16. I followed up on 02/05/16 and spoke with Anthony, employee ID GMM663. He advised me that he would forward the message to upper management and get back with me no later than 02/09/16. I tried to reach out to him today 02/16/16 since I did not hear back from him and spoke with Supervisor Kathy, employee # CVT663. Of course the cycle continues and the issue is still unresolved.
Dear Support,
On September 10, 2015 my husband was in a major car wreck. He left home that night to go to work and ended up in the hospital with major brain damage where he stayed in a coma for about 30 days. He has since been to three different hospitals and is now doing intensive therapy. Unfortunately an 18 year old lady testing her speed, was driving 113 miles/hour when she ran into him from behind.
I notified my insurance company and of course I called to let customer support know. I logged on several times to see if the insurance company had taken care of it but unfortunately I no longer had access to the account. In monitoring my credit sometime last year I realized that my account was reported 30 days late so I immediately called customer support and was told that my payment was still outstanding so I followed up with my insurance company.
It turns out that my insurance company tried reaching you on 10/01/15 and played phone tags with Conner before they finally spoke on 10/08/15. They was much delay in the process by your representatives. For example the total loss and value settlement breakdown was faxed to your rep on 10/12. The insurance adjuster did not hear back until 10/26 requesting a revision to include fog light. The revision was completed and sent back that same day. No response caused him to send a follow up email on 11/12. On 11/16 I called to follow up with the adjuster and was told they do not understand what is going on so she got on a 3 way call with your rep who said that she did not see the info that was previously sent, so the adjuster sent it directly to her.
The bottom line is the insurance adjuster did not get the guaranty letter and the title until 11/24. So he sent me the final paper work on that day and received them back from me on 12/02. The check was cut and sent to you on that day.
So the question becomes is it fair for interest to continue to accrue at my expense while this tedious process unfolds and support takes so long to respond to the insurance adjuster? In one instance I counted 14 days where my adjuster was waiting on info from you and another instance 21 days.
I have no problem paying what I owe but I have a problem being unfairly charged. My other account is evident that I am a very responsible and do pay my bills.
At this time I will like to ask you to credit the finance charges of $455.59 so that we can get this account close out and I can continue to focus on my husband.
Thanks you so much for your understanding and for taking care of this.
Karen
