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We sent pay off on 7/24/17. Eleven days later still no lien waver supplied.

Have called customer service three times. Last call was Friday 8/4/17 asked them to fax us a lien waver. They said they would put a priority on getting it done, but there will be a 24 to 48 hour delay in getting it faxed. Also the department that would fax it doesn't work weekends.

So really won't get it till middle of next week ( 8/9??), 16 days to get lien waver. I have used Ally three times for Auto loans but will never use a company again who has no store front. They have a bare bones staff that doesn't come close to meeting customer needs. Most of them speak broken English and are hard to understand on the phone.

Will relay this to Auto dealerships we deal with that Ally is not the company you want to deal with. Also will send letter to GM to drop them as a supplier.

Product or Service Mentioned: Ally Financial Customer Care.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

I didn't like: Worsed customer service ever got from a company.

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If you understood leasing and that Ally became GMAC when they nosedived in late 2000's, there has always been a procedure that must occur before any lien release can be put into effect. Only then can they provide your release.

Asking a GM dealer to not deal with their proprietary lender is naive, along with GM Itself. And yes, their customer service has tanked too, utilizing many foreign call centers and their lack of knowledge.

But it will occur eventually most of the time, whether you them call alot or not. This is no different from most lending centers that handle leases.


same story...different day... no letter...trying to talk to their account specialist team (i'm guessing they are the back shop data dudes that can pull the information the CSRs can't)


I am going through the same issue. 24 to 48 hours to fax something?

Ridiculous. They said they faxed it but I never got it so guess what? had to request it again and another 24 to 48 hours. What do you know?

didn't get that one either. I will NEVER use Ally again nor will any of my friends or family

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