Schquetta Jones sent a message to Jeffrey J. Brown ? Chief Executive Officer of Ally Financial Inc. ? Email Address that said:
I have huge problem with an account that I had previously on a car that was lost due to hurricane Harvey in Houston in August. The vehicle got flooded in the storm as well as my other personal item and when I attempted to talk to customer service to inform them of the situation I was told to make a payment. They were not interested in the fact that the car was under water waiting for Allstate to come pick it up, I was only told a payment had to be made. After going round and round with different reps I stopped calling but I began to get calls my mid September after no payment was received. Finally Allstate by the end of September was able to pick up the vehicle and deem it a loss and this information was provided in a letter and sent to Ally. Because of hurricaine Harvey Houston and surrounding areas were under water for weeks and the damage paralyzed the city for months. So many people lost their lives, belongings, and homes and lived in hotels for months. There are still people who are recovering. The insurance companies were so overwhelmed that it took months to resolved claims. Allstate paid the value of the vehicle around the end of October but the gap claim took much longer. I called several times to get the proper information to give to gap and was only told i needed to pay. I was even told by one rep that if I didnt pay that Ally would cancel my gap claim. I told that rep that he didnt have the authority to cancel the gap insurance that I paid for. At that point I stop calling to get or give updates about the claim but I still received calls. Gap paid all but one payment and I set up a payment plan for that because I now have another vehicle i am paying for plus recovering from all of the other things I lost. I was told I could pay 200 every two weeks until the 818 was paid. Then began to get calls telling me I needed to make the entire payment because the account is beginning to draw interest. At this point I feel I shouldnt have to pay anything and that payment should be written off. I made every payment on time and followed the correct claim process. I have no control over the timing of claims. The U.S. was impacted by several other hurricaines after Harvey and most insurance compaines were overwhelmed and doing their best. I was very upset at the way in which i was treated and talked to. I am in the process of trying to buy a new home and have discovered that Ally has placed late on the account for the 818 that wasnt paid. I am just frustrated and overwhelmed. Is there anyway this issue can be resolved or may I speak to someone by phone.