Impossible to work with, "All my fault...!"
I bought a new 2011 GMC Pick-up truck April 4, 2011, and had to finance about a $15,000.00 balance. I was told by my dealership to expect a statement from Ally Finance ("the new GMAC") in about six weeks. I became concerned when I had received nothing by mail my mid-May, and called the dealer. Still nothing. Finally, I had a "customer service call" (likely in the second half of May) to find out why my payment was late.
When I said that I had yet to receive anything by mail, the caller (a male, ?accent) said that the mail had been returned. We double-checked the address, and it was basically correct. Since I have practiced medicine for 17 years in the same small town, in the same suite, among a total of 8 doctors, it seems unlikely that omitting the Suite number would have resulted in some failure to deliver the mail. Plenty of other things get through with far fewer details of the correct address.
Anyway, the first caller could not, or would not direct me to an Internet site. The second caller (a female, no accent) did advise me properly. I went there, and paid off the entire outstanding balance on June 2, 2011. I believe that I spoke with another customer service representative at that time, but ???who really knows.
Anyway, weeks later, no title. So, I call the dealer to check. He checks with the state.
And, low and behold, Ally financial is calling me again. LATE PAYMENT!
I say no way, and go to the site. Somehow I have a balance of $113.90. Two customer representatives later, and (thick accents) explanations of how my payment was divided, and used to cover late fees, etc. (recall that THEY never sent me any statement; I had to go dig it all out!!!) I finally had to pay $129.something just to clear the account.
Yet another late fee. No acknowledgment of my payment. No notice that my new statement was available for review, or that a payment was due.
And, just amazing is the phrase "I do apologize..." since, truly, all the customer service representatives (and I spoke to supervisor of supervisor) seem absolutely powerless to provide any meaningful resolution.
I WILL NEVER DEAL WITH THIS FINANCIAL INSTITUTION AGAIN. THEY ARE IMPOSSIBLE, AND THEIR WEBSITE IS THE WORST.