We are military and bought a vehicle through Ally because the dealer offered 0% financing if we went through them and our bank couldn't match it. It was a 5 year loan and we are on the 2nd year, when we receive orders to Europe.
Needless to say, we had to sell. We found a buyer with the best price we ever hoped to get, willing to pay outright. We leave in less than 3 weeks, so not really a huge time crunch, but getting there. When we called Ally to set up the pay off, they told us it would be 10 business days for hte payment to clear.
We couldn't wait that long, so we said we would call back after finding out some other info and what the buyer was willing to do. Buyer said they would pay at our bank, with cash...awesome. We called back to Ally and were told as long as we either: wire transferred the funds, western union/money gram, or paid via electronic debit from their website, before 3 pm, our account would be credited the same day and it would be 24-48 hours to send the lien release electronically to the dmv, where we could get it. We were so happy.
The very next day, the buyer brought the money to our bank, we made the deposit, signed a bill of sale witnessed and signed by an employee, and paid off the loan online as instructed. When we got home, we checked the account and ALL info was GONE. We called in to Ally and they said it was pending the payment and would clear in TEN BUSINESS DAYS! AND would take 3-5 bus days to process!
I asked for a manager...5 people later and find out the call center is overseas and they know nothing about banking or buying cars. I finally got through to an American in Wichita, KS who, overnight, literally solved all of our problems and has the lien release on its way to the DMV...and I have her office number to call direct for ANY other issues that hopefully won't come up. She is amazing. I blame all this *** on them sending customer service to foreign nations that have no clue about business practices, finance, banking, or anything related.
The first lady didn't even know what a "routing number" even was for the payment! Seriously?!
Review about: Bad Customer Service.