Help Center: Ally Auto Services

Demos

Top FAQs

See the top FAQs for this category.

Other FAQs

  • Am I eligible to have payments extended while in SCRA protection?

    In most case, we are able to assist with extensions during the time you are entitled to SCRA protection. For further information, contact our office at 877-713-5101.

    Contact Information
    Business hours: 7 am – 5 pm CST
    Toll-free phone number: 877-713-5101
    Collect calls: 972-537-2389
    Fax number: 972-537-3264
    Mailing address: P.O. Box 380901, Bloomington, MN 55438

  • Am I obligated to make my monthly payments while in SCRA protection?

    Yes, your contractual obligation to make monthly payments does not change.

  • Am I required to pay a disposal fee?

    When you return a vehicle to us and want us to sell it for you, we need to get the vehicle ready for the sale. This is a fee for getting a vehicle ready for sale.

    You're required to pay a disposal fee if you decided to return your vehicle and your contract requires that you pay a disposal fee if you return your vehicle to us.

  • Am I responsible for taxes or fines, if any, imposed by a state or local government on the vehicle or my use of the vehicle?

    Yes, you remain liable for any taxes or fines a state or local government may assess on the vehicle or your use of the vehicle.

  • Are aftermarket products available for financing on a Municipal Lease-Purchase?

    Municipalities can check with their dealerships to see if they offer financing for aftermarket products on a Municipal Lease-Purchase.

  • Can I add or remove a name to my contract and title?

    We do not generally allow retail finance customers to add or remove a name on the contract or title. Please Contact Us if you have questions about adding or removing a person to your contract or title.

    Please Contact Us if you are a lease customer and have questions about adding or removing a person on your contract or title.

    Lease customers can submit a completed and signed credit application to us by fax or mail:

    By fax:

    1-866-619-8676

    By mail:

    Ally
P.O. Box 380901
Bloomington MN, 55438

  • Can I arrange to pay off my financed vehicle online?

    Yes. To get your pay off amount and schedule the payment online:

    • Log in to Ally Auto Online Services
    • Go to My Vehicles and select a vehicle account
    • Select Request Quote
    • Select Make a Payment
    • Select Other Amount and enter the payoff amount
    • Select payment date
    • Select the bank account or add a new bank account
    • Review and authorize payment

  • Can I change my mind after the 48th month and still sell the vehicle to Ally?

    No. You will not be allowed to use your option to sell the vehicle to Ally after the 48th month. However, since you own the vehicle, you can investigate trade in opportunities with your dealer. See your dealer for details.

  • Can I get an extension at the end of my lease?

    Yes, you can extend your lease. You may be charged a fee for the extension, and there may be a limit on how many extensions you can request. Contact Us for information.

  • Can I get an extension at the end of my term?

    Yes, you can extend your term. You may be charged a fee for the extension, and there may be a limit on how many extensions you can request. Contact Us for information.

  • Can I get one billing statement for all of my vehicle accounts?

    Yes, we offer a consolidated billing statement for our business customers who have multiple accounts with us. This is a single billing statement that combines monthly invoices for open retail accounts, leases, and ComTRAC business/commercial accounts. You can then write one check instead of multiple checks to make your monthly payments.

    Note: Your accounts must have the same payment date. Also, you cannot be enrolled in Auto Pay or Direct Pay to get a consolidated billing statement.

    To sign up, please Contact Us.

  • Can I make my payments through military allotment?

    Yes. The MAC (Military Allotment Company) provides the MAC-ease allotment form. Forms can be ordered by calling 800-765-2110 or obtained on the MAC website: https://www.allotment.net/Default.aspx.

  • Can I pay ahead or make extra payments while on Direct Pay?

    Yes. Contact Us to let us know you’re mailing in additional funds. We cannot accept additional payments online. Note: Direct Pay customers don’t receive monthly billing statements. If you’re a Direct Pay customer and you’d like monthly billing statements, change your account online to Auto Pay.

  • Can I print a copy of the Vehicle Return Kit?

    Yes, simply click here to open and print the document.

  • Can I request a payoff for my financed vehicle online?

    Yes. To request a payoff online:

    • Log in to Ally Auto Online Services
    • Go to My Vehicles and select a vehicle account
    • Select Request Quote
    • View and/or print payoff

  • Can I request a quote online for returning my leased vehicle?

    Yes. To request a quote online:

    • Log in to Ally Auto Online Services
    • Go to My Vehicles and select a vehicle account
    • Select the vehicle account you want a quote for
    • Select Request Quote
    • Answer questions about your leased vehicle
    • View and/or print payoff

    Note: Contact Us for a buyout quote for your leased vehicle.

  • Can I return my leased vehicle before my scheduled end date?

    Yes. Check your lease agreement to determine the charges for returning your leased vehicle early. Note: You won’t receive a refund for any unused additional mileage you purchased if you return your vehicle early.

  • Can I return my vehicle before my scheduled end date?

    Yes. Check your contract to determine the charges for returning your vehicle early. Note: You won’t receive a refund for any unused additional mileage you purchased if you return your vehicle early.

  • Can I schedule a payment if I don’t have my statement?

    Yes. You can schedule payments online any time.

  • Can I schedule a payment without my statement?

    Yes. You can schedule payments online any time unless you're enrolled in Direct Pay.

    If you mail your payment:

    • Be sure to include your name and account number on each payment
    • Attach a statement if you choose to use a single check to make payments on multiple accounts

  • Can I schedule a payment without my statement?

    Yes. You can schedule payments online any time unless you're enrolled in Direct Pay.

    If you mail your payment:

    • Be sure to include your name and account number on each payment
    • Attach a statement if you choose to use a single check to make payments on multiple accounts

  • Can I take my vehicle out of the country while in SCRA protection?

    In some circumstances you may take your vehicle out of the country. For additional information, call our toll-free number at 877-713-5101 to speak with one of our representatives about your specific account.

  • Can I transfer my contract or lease account to another person?

    You could be eligible to transfer your contract or lease account to another person who qualifies. Please Contact Us for an application. Arizona residents: Contact your GM, Chrysler or Saab dealer for assistance.

    Note: SmartBuy/Buyer’s Choice accounts cannot be transferred. Also, special promotional rates are not transferable.

  • Can manufacturer incentives be used on a Municipal Lease-Purchase?

    Manufacturers set eligibility for incentives. Your dealership can explain any incentives currently available.

  • Can you include accounts with different due dates in a consolidated billing statement?

    No. All accounts must have the same payment due date to be included in a consolidated billing statement. Additional requirements may apply. Contact Us for details.

  • Do dependents of a service member qualify for the same protections given to service members, even if they are not listed on the auto contract?

    Some family members may be eligible for SCRA protection. For additional information contact our office at 877-713-5101.

  • Do I have the option to use the other payment methods, such as online payment while protected by the SCRA?

    Yes, you may continue to make your payments using the same method you used prior to your becoming eligible for SCRA protection.

  • Do I need to return my vehicle to the dealership I originally leased it from?

    No. You can return your vehicle to any dealership with a franchise to sell your particular vehicle in the U.S.

  • Do I need to return my vehicle to the dealership I originally visited?

    No. You can return your vehicle to any dealership with a franchise to sell your particular vehicle in the U.S.

  • How can I determine excess mileage or wear charges at the end of my lease?

    You’ll find excess mileage and wear charges in your lease agreement. You can also:

    • Check out our Excess Wear Table
    • Use the Wear Square to determine whether your vehicle has excess wear
    • Check with your dealer to determine approximate excess wear costs. Dealerships can sometimes repair or replace items with excess wear before you return the vehicle
    • Refer to the Welcome Kit we sent to you or to your vehicle return kit sent to you as you approach your lease end

  • How can I determine excess mileage or wear-and-tear charges at the end of my SmartBuy or Suzuki Buyer's Choice balloon payment program

    You’ll find excess mileage and wear charges in your contact. You can also:

    • Check out our Excess Wear Table
    • Use the Wear Square to determine whether your vehicle has excess wear
    • Check with your dealer to determine approximate excess wear costs. Dealerships can sometimes repair or replace items with excess wear before you return the vehicle
    • Refer to the Welcome Kit we sent to you or to your vehicle return kit sent to you as you approach the end of your term.

  • How can I obtain a copy of my contract or lease agreement?

    You should have received a copy of your contract or lease agreement from your dealership when you bought or leased your vehicle. If you don’t have a copy, you can request a copy from your dealership. If the dealership is no longer in business or unable to assist you, please Contact Us.

  • How can I obtain a quote to return or purchase my vehicle?

    To request a quote online:

    • Log in to Ally Auto Online Services
    • Go to My Vehicles and select a vehicle account
    • Select the vehicle you want a quote for
    • Select Request Quote
    • Follow the instructions for your vehicle
    • View and/or print payoff

    Contact Us for additional information.

  • How can I pay on a vehicle account that has been charged off?

    Mail your payment to:

    Payment Processing Center
PO Box 78369
Phoenix, AZ 85062-8390

    Note: Please include your account number on your check.

  • How can I stop Auto Pay?

    Go to Ally Auto Online Services up until 3:00 pm ET the day the payment is scheduled:

    • Select the Edit Auto Pay option from the My Vehicles screen
    • Select Cancel Auto Pay

    You can also Contact Us to stop Auto Pay.

  • How can I stop Direct Pay?

    Go to Ally Auto Online Services at least 4 business days before your due date:

    • Select the Edit Direct Pay option from the My Vehicles screen
    • Select Cancel Direct Pay

    You can also Contact Us to stop or suspend Direct Pay. This will cancel all future payments. You’ll need to re-enroll if you want to have Direct Pay in the future. Note: If your payment is already in process, you will be unable to cancel Direct Pay.

  • How do I access my vehicle account information online?

    • Select Log in or My Accounts
    • Continue by entering your username, select Auto Accounts and enter your password

  • How do I change my name on my contract or lease?

    • Fax legal proof of your name change to 316-652-6349. Examples of legal proof include a marriage certificate, divorce decree, or copy of your Social Security card
    • Reference your account number on the fax
    • Typically, we can make your requested change within 48 hours

  • How do I change my payment due date?

    Please Contact Us to change your due date.

  • How do I change my vehicle account contact information?

    • Log in to Ally Auto Online Services
    • Select account
    • Select Account Information
    • Select address to Edit
    • Select the tab for the address you want to update
    • Complete the information to be changed and select Update 

  • How do I enroll in online statements for my vehicle account?

    • Log in to Ally Auto Online Services and go to the My Vehicles page
    • Select the option to Enroll in Online Statements
    • The list of eligible accounts will display (accounts already enrolled in Direct Pay are not eligible)
    • Select the button to Enroll in Online Statements

    Note: You must be registered in Ally Auto Online Services to receive online statements.

  • How do I enroll in online statements for my vehicle account?

    You can enroll online or by contacting us:

    1. Online:

    • Log in to Ally Auto Online Services and go to the My Vehicles page
    • Select the option to Enroll in Online Statements
    • The list of eligible accounts will display (accounts already enrolled in Direct Pay are not eligible)
    • Select the button to Enroll in Online Statements

    2. Contact Us and one of our customer care representatives will help

    Note: You must be registered in Ally Auto Online Services to receive online statements.

  • How do I find a participating dealership?

    Call 1-888-925-ALLY (2559).

  • How do I get a duplicate title or lien release if I’ve paid off my vehicle?

    If your title is lost or has been misplaced and we held the lien:

    Contact Us and we’ll provide you with a letter confirming that our lien has been released.

    Please have the following information ready:

    • Vehicle Identification Number (VIN)
    • Year, make, and model of vehicle
    • State where the vehicle was last titled
    • Name as it appears on the title

    For duplicate title requests:

    Contact your state's motor vehicle department.

  • How do I get my title so I can sell my vehicle?

    For finance contracts:

    We’ll mail the title (in states where we hold the title) or release of lien to the primary account holder’s address after receipt of funds and verification of payoff. You can schedule a payoff online or mail your payment to the Payment Processing Center.

    • If you mail your payment, you can speed up your payoff by sending certified funds – we don’t need to place a hold on certified funds
    • We can release our lien directly with the state if your state has an electronic title program and your record is held electronically. States with this program include: Arizona, California, Florida, Hawaii, Idaho, Massachusetts, New York, Pennsylvania, South Carolina, and Virginia. Your state’s motor vehicle department will either provide you with a clear title or remove your creditor’s name from the vehicle’s title record

    For leases: Please Contact Us for assistance.

  • How do I make a vehicle account payment online?

    Register with Ally Auto Online Services, add your account and bank account information, and securely make your payments online 24/7 at no charge. Here’s how:

    • Log in to Ally Auto Online Services
    • Go to the My Vehicles page
    • Select the vehicle you want to make a payment on
    • Select Make a Payment
    • Enter the payment amount and follow the instructions to complete your payment

    You can also enroll in Auto Pay at Ally Auto Online Services and have your payments automatically withdrawn from your account monthly.

  • How do I request a copy of a billing statement?

    View and print up to 6 months of billing statements online any time if you’re registered with Ally Auto Online Services and the account is enrolled in online billing. (Note: You can see only statements generated after you enrolled in online statements.)

    Contact Us at our 24/7 automated voice response system to request a copy of a billing statement that was mailed to you.

  • How do I request a copy of a billing statement?

    You can view and print up to 6 months of billing statements online at any time if you’ve registered with Ally Auto Online Services and have enrolled in online billing. Note: You can only see statements generated after you enrolled in online statements.

    Contact Us at our 24/7 automated voice response system to request a copy of a billing statement that was mailed to you.

  • How do I set up automatic recurring payments in Auto Pay?

    To set up automatic recurring payments with Auto Pay:

    • Log in to Ally Auto Online Services
    • Go to My Vehicles and select the account you want to enroll in Auto Pay
    • Select Enroll in Auto Pay
    • Enter your bank’s routing number and your bank account number
    • Select date and amount of payment
    • Review and authorize Auto Pay enrollment

    You’ll receive a confirmation once Auto Pay is activated. The confirmation includes the due date of the first payment and the payment amount that will be withdrawn. Note: If you’re currently enrolled in Direct Pay, you must cancel Direct Pay before enrolling in Auto Pay.

  • How do I set up my vehicle account online?

    Setting up your vehicle account online takes about five minutes.

    • Go to Ally.com/auto
    • We’ll ask you for some information to help us identify you and your account:
      • Your last four Social Security or tax identification numbers (Your account number is on your billing statement or the welcome letter you received when you purchased or leased your vehicle)
      • Your date of birth
    • Confirm the vehicle you want to add to your online profile
    • Read and accept the Terms and Conditions
    • Select Continue
    • You’ll receive an online and email confirmation. You’ll also have an opportunity to enroll in Auto Pay (automatic payment plan) and online statements

    View the Register in Ally Auto Online Services Demo.

    Register in Ally Auto Online Services.

  • How do I update my Ally Auto Online Services username?

    • Log in to Ally Auto Online Services
    • Select My Online Profile under Manage My Profile
    • Your current username will display
    • Enter your new username and select Update

  • How do I update my bank account information?

    Here’s how you enter new bank information or delete account information:

    • Log in to Ally Auto Online Services:
      • Select My Payment Accounts under Manage My Profile
      • Enter new bank account information, accept authorization, and select Save
    • Log in to Ally Auto Online Services and select My Payment Accounts under Manage My Profile:
      • Select the bank account you want to delete
      • Enter new bank account information, accept authorization, and save

  • How do I update my insurance information?

    Retail Finance Contracts or SmartBuy/Buyer’s Choice customers: You can mail updates to:

    Ally
P.O. Box 674
Minneapolis, MN 55440-0674.

    Lease customers: If you received a letter from us requesting insurance information, visit our insurance service center or mail a copy of your insurance policy to:

    Ally
P.O. Box 618
Minneapolis, MN 55440-0618

    All customers: You can call us at 1-888-505-9393, or fax your account number and insurance information to 1-888-505-9401.

  • How does Ally Buyer’s Choice (ABC) differ from buying or leasing?

    Ally Buyer’s Choice (ABC) provides flexibility to fit lifestyle changes with the choice to sell your vehicle to Ally. It puts you in control of the decision to keep or sell the vehicle. And it can provide both shorter and longer term vehicle ownership at your discretion. ABC is only available for eligible GM and Chrysler brand vehicles and at participating dealerships.

  • How does Ally Buyer’s Choice (ABC) work?

    At the 48th month of your Ally Buyer’s Choice fixed-rate contract, you can:

    1. Sell the vehicle to Ally for the predetermined price
    2. Do nothing – keep making the scheduled payments

    Remember, you also can trade-in your vehicle at any time during the contract.

  • How long does a transfer take?

    If approved, transfers typically take from 7 to 20 days from the date we receive a completed credit application.

  • How will I know when my online statement is available for my vehicle account?

    You’ll receive an email when your online billing statement is ready to view.

  • I am being asked to input additional information during the log in process. Is my information safe and secure?

    We recognize that you have to input additional information to successfully access your account. We apologize for the inconvenience.

  • I can’t log in. What can I do?

    We understand that some customers have had an issue logging in to our new site and we are working to address the issue. If you are still having problems logging in, click on the Forgot your username? link, select what type of account you have - Individual or Business. If you selected Individual, please enter in the last 4 digits of your SSN, Date of Birth and VIN to obtain your current username for your profile. If you selected Business, please enter your last 4 digits of TIN or SSN, Account Number, and VIN to obtain your current username for your profile. We apologize for any inconvenience.

    Your VIN can be obtained from insurance card, registration card or inside the vehicle door jam.

  • I have more than one vehicle, but I can only see information about one vehicle. Where do I look?

    Your first vehicle will always appear opened like a file folder with information and links available to manage your account. You will need to scroll down to see any additional accounts. They will be listed in a separate row on the page.

    Due to website changes, if you previously were managing a vehicle that was financed or leased by another individual and you were not a co-buyer or co-lessee on that account, you will no longer have access to that vehicle account.

    There could be other reasons why you don’t see a vehicle. Please call us at 1-888-925-ALLY (2559) and press option 5 if you need additional assistance.

  • I want to create a consolidated billing statement. Can I change the payment due date for my accounts?

    Yes. You can change your payment due date for your accounts when you create your consolidated billing statement. You can only make this change once. There may be additional fees to add accounts to your consolidated statement after this one time change of your payment due date. Contact Us for additional details.

    Note: If you’ve created a consolidated billing statement for your existing accounts with us and you are entering into new financing, let your dealer know your preferred payment due date before signing your contract.

  • If I return my leased vehicle, will the vehicle be inspected?

    The vehicle will be inspected by an independent company at the dealership after you return it. You can view the report for your vehicle at Inspections.

  • If I return my vehicle, will the vehicle be inspected?

    The vehicle will be inspected by an independent company at the dealership after you return it. You can view the report for your vehicle at Inspections.

  • If I'm enrolled in Direct Pay, can I enroll in Auto Pay?

    Yes, all you have to do is:

    • Log in to Ally Auto Online Services
    • Cancel Direct Pay from Edit Direct Pay
    • Select Enroll in Auto Pay and enter the requested information
    • We’ll confirm enrollment online and by email

    Note: Follow these instructions, only if you want to change your payment dates and amounts, schedule additional payments, or receive statements.

  • Is the municipality responsible for its own insurance?

    Yes. The municipality maintains insurance on the vehicle in accordance with insurance requirements for retail financing transactions.

  • My business uses Auto Pay or Direct Pay. Can we sign up for monthly consolidated billing statements?

    No. You cannot get a consolidated billing statement if you are enrolled in Auto Pay or Direct Pay. All accounts must have the same payment due date to be included in a consolidated billing statement, and payments must be made for the total amount of the bill. Contact Us for additional details.

  • The email address you have on file is not the address I want to use. How do I change it?

    If you want to update your email address, please log into your account and select the My online profile link located in the upper right of the My Vehicles page. Select the tab for email address and enter your new email address.

    Please keep in mind that this email address is used for sending communications regarding your online profile or for sending notifications when a billing statement is ready to view if you are enrolled in online billing statements. Initiating a change to your email address does not change your username.

  • The website won't accept my date of birth. What can I do?

    When typing in your date of birth, you must use forward slashes (ex. mm/dd/yyyy).

  • What accounts are eligible for Ally Auto Online Services?

    All automotive accounts financed through Ally, GMAC, GMAC NA, National Auto Finance Company, Nuvell Credit Company, American Suzuki Financial Services, and other authorized creditors are eligible unless any of the following applies:

    • You’ve paid your account in full
    • You’ve returned the vehicle on your SmartLease or SmartBuy/Buyer’s Choice account
    • Your account has been closed or canceled

    Contact Us if you can’t access your account online and none of the above applies.

  • What accounts can I use to make a payment online?

    You can use your checking or savings account. Make sure you have your bank account number and your routing number available when scheduling payments.

  • What are my end of term options?

    At the end of your term, you can:

    • Keep or sell the vehicle yourself and pay the fixed purchase price listed in your contract as well as remaining payments and additional fees
    • Keep the vehicle and refinance the outstanding balance, subject to credit approval
    • Return the vehicle to the dealership. You’ll be responsible for excess mileage and any wear charges

  • What are my financing options if I decide to purchase my vehicle?

    Ally has a variety of finance terms available for qualified buyers. Check with your dealership for more information.

  • What are my payment options if I have an amount due at the end of my term?

    You can make your payment over the phone or by mail. Mail your payment to:

    Payment Processing Center 
P.O. Box 9001951 
Louisville, KY 40290-1951

  • What are the fees for transferring my account?

    • Lease accounts: $595; in Missouri, the fee is $670
    • Finance contract accounts: (excludes SmartBuy/Buyer’s Choice): Up to $150, based on state of residence
    • Note: Transfer, tax, title, and licensing fees cannot be financed

  • What do I do if I move and need to register my vehicle in a different state?

    You can get vehicle registration requirements from your new state’s motor vehicle department. Most states post this information online. If the state requires a title, provide this fax number:

    • Fax to PDP Services: 410-584-1691

    Lease customers may also need a Power of Attorney (POA) form. Contact Us if you need one. Make sure you provide us with your new garaging address (the physical address where you keep the vehicle).

  • What do I do if my orders are extended while in SCRA protection?

    You should provide copies of any orders extending your period of active service. You may mail or fax your orders. Our mailing address is Ally Financial, P.O. Box 380901, Bloomington, MN 55438. Our fax number is 972-537-3264. For additional information, contact our office at 877-713-5101.

  • What do I do if my vehicle is repossessed?

    We’ll send you a notice outlining how you can get your vehicle back after it has been repossessed. For details, contact the Redemption Center at 1-877-845-8862.

  • What do I need to do to return my vehicle at the end of my lease?

    • Inspect the vehicle yourself for excess wear before you return it. (Use our Wear Square to help determine extent of damage)
    • Compare your current mileage against what’s allowed on your contract. If your current mileage is greater, you’ll have to pay for the excess.
    • Call your local GM, Chrysler Group LLC or Saab dealer to arrange to turn in your vehicle
    • When you return your vehicle, please bring the following:
      • A copy of your lease agreement
      • All original equipment, including keys, keyless entry remotes, DVD player, headphones, DVD remote, etc.
      • All documents you received at the beginning of your contract, including the owner’s manual and maintenance guide
    • While at the dealership, be sure to complete an odometer statement to document current mileage
    • If you need a vehicle, ask your dealership about a new vehicle
    • Contact Us to tell us when you returned your vehicle

  • What do I need to do to return my vehicle at the end of my SmartBuy or Suzuki Buyer's choice balloon payment program contract?

    • Inspect the vehicle yourself for excess wear before you return it. (Use our Wear Square to help determine extent of damage)
    • Compare your current mileage with what’s allowed on your contract. If your current mileage is greater, you’ll have to pay for the excess.
    • Call your GM, Chrysler Group LLC or Saab dealer to arrange to turn in your vehicle
    • When you return your vehicle, please bring the following:
      • Vehicle title and Power of Attorney form
      • A copy of your contract
      • All original equipment, including keys, keyless entry remotes, DVD player, headphones, DVD remote, etc.
      • All documents you received at the beginning of your contract, including the owner’s manual and maintenance guide
    • While at the dealership, be sure to complete an odometer statement to document current mileage
    • If you need a vehicle, ask your dealership about a new vehicle
    • Contact Us to tell us when you returned your vehicle

  • What do I need to do to return my vehicle at the end of my SmartBuy/Buyer’s Choice contract?

    • Inspect the vehicle yourself for excess wear before you return it. (Use our Wear Square to help determine extent of damage)
    • Compare your current mileage with what’s allowed on your contract. If your current mileage is greater, you’ll have to pay for the excess.
    • Call your GM, Chrysler Group LLC or Saab dealer to arrange to turn in your vehicle
    • When you return your vehicle, please bring the following:
      • Vehicle title and Power of Attorney form
      • A copy of your contract
      • All original equipment, including keys, keyless entry remotes, DVD player, headphones, DVD remote, etc.
      • All documents you received at the beginning of your contract, including the owner’s manual and maintenance guide
    • While at the dealership, be sure to complete an odometer statement to document current mileage
    • If you need a vehicle, ask your dealership about a new vehicle
    • Contact Us to tell us when you returned your vehicle

  • What happens if my Auto Pay or other Online payment is returned for non-sufficient funds?

    Auto Pay, Online, and Direct Pay Payments are presented to your bank one time. If the payment is not honored by your bank, you’ll have to submit another payment to keep your account current. We’ll send you an email stating the reason the payment was returned.

    To resubmit:

    • Auto Pay and Online: Resubmit your payment online
    • Direct Pay: You can choose to mail a payment, make a payment by phone, or reactivate Direct Pay to make the past due payment

  • What happens if my Auto Pay, Online or Direct Pay payment is returned for non-sufficient funds?

    Auto Pay, Online, and Direct Pay payments are presented to the bank one time. If the payment is not honored by your bank, you’ll have to submit another payment. We’ll send you an email with the reason the payment was returned.

    To resubmit:

    • Auto Pay and Online: Resubmit your payment online
    • Direct Pay: You can choose to mail a payment, make a payment by phone, or reactivate Direct Pay to make the past due payment

    Pay-by-phone: If your bank does not honor your payment, we’ll automatically resubmit the payment from your bank a second time. Note: Your bank must allow this. If the bank does not honor your payment a second time, the payment is reversed from your account and you’ll be required to submit another payment. We’ll send you a confirmation for the returned payment.

  • What happens if my financed vehicle is totaled?

    You’re responsible for the balance on the account even if your vehicle is totaled.

    If you have no insurance:
    Please Contact Us so we can assist you.

    If you have insurance:
    Contact your insurance company to begin the claim process. After you’ve made your claim, please Contact Us to provide:

    • Date of loss
    • Location of vehicle
    • Mileage
    • Deductible amount
    • Claim number
    • Adjustor's name and phone number
    • Email address for the insurance company
    • Insurance company name
    • Physical street address and P.O. box address where the insurance company would like the title mailed
    • Any settlement amount

  • What if Ally Buyer’s Choice (ABC) hasn’t been rolled out in my state yet? What are my options?

    If Ally Buyer’s Choice (ABC) is not yet available in your state, your local dealer would be happy to discuss other helpful financing and leasing options from Ally.

  • What if the market value of the vehicle is higher at the 48th month than the predetermined selling price?

    In such a case, the vehicle owner has the option to retain ownership of the vehicle and continue making payments or trade in the vehicle at the market price negotiated between the owner and the dealer.

  • What if the municipality is self-insured?

    Since many municipalities are self-insured, we may consider a waiver of the physical damage and liability insurance requirements.

  • What information do you need to determine if I am eligible for SCRA protection?

    At a minimum, you will be required to provide a copy of your orders indicating the date of entry to active service. Additional information may be required depending on whether you are in a Lease or Retail contract. Please contact our office at 877-713-5101 for more details.

  • What is a disposal fee?

    When you return a vehicle to us and want us to sell it for you, we need to get the vehicle ready for the sale. This is a fee for getting a vehicle ready for sale.

  • What is Ally Buyer’s Choice (ABC)?

    Ally Buyer’s Choice (ABC) is a finance contract for eligible GM and Chrysler brand vehicles that features a fixed rate and payment with added flexibility – an option date. This innovative financing option provides you with a choice to prepay by selling your vehicle to Ally for a predetermined price at the 48th month or to continue to pay for the full term. The choice is yours.

  • What is PPT?

    PPT stands for Personal Property Tax and is determined by the taxing jurisdiction for your garaging address. PPT can be billed either semi-annually or annually. Your PPT is due when you receive your billing statement.

    Note: You’re responsible for any PPT you owe when your lease ends. For example, PPT for the period you leased your vehicle that your jurisdiction collects after your lease ends.

  • What is the contact information for the SCRA protection?

    Business hours: 7 am – 5 pm CT
    Toll-free phone number: 877-713-5101
    Collect calls: 972-537-2389
    Fax number: 972-537-3264
    Mailing address: P.O. Box 380901, Bloomington, MN 55438

  • What is the early sale agreement form I received from you?

    The early sale agreement form is for customers who want to sell a vehicle back to us early. If you want to sell your vehicle back early, please sign the agreement and return it to us.

  • What statement preferences are available for my vehicle account?

    We offer online (paperless) and mail (paper) statements. Select or change your account statement preference online:

    • Log in to Ally Auto Online Services and select a vehicle account
    • Select Account Information
    • Select Edit Statement Preference
    • Select either online or mail, then save

    You can also Contact Us to make your selection by phone

    Note: Direct Pay customers are not eligible for mail or online statements.

  • What vehicle payment options are available?

    You can choose from the following:

    • Auto Pay (automatic withdrawal): Have your monthly payment withdrawn directly from your checking or savings account on the day you choose. You also have the flexibility of paying more than the scheduled amount.
    • Online payments: If you finance through us, you can schedule one-time payments, withdrawn from your checking or savings account
    • Mail: Simply send your check to:
            Payment Processing Center 
        P.O. Box 9001951 
        Louisville, KY 40290-1951
    • Phone: Make your monthly payment by calling 1-877-845-2642. You can pay from your checking or savings account or use your debit or credit card. There is a $15 fee for phone payments

  • When are late charges assessed?

    Check your contract to see when late charges will be assessed to your account.

  • When are online payments posted to my account?

    Online payments can be scheduled 24 hours a day/365 days a year. Online payments are only eligible to be posted on weekdays, which are Monday through Friday (including holidays). Online payments submitted before 3 p.m. Eastern Time on a weekday are eligible for posting on the same day. Online payments submitted after 3 p.m. ET on a weekday or at any time on a Saturday or Sunday will be eligible for posting on the next weekday. For example, an online payment submitted on a Friday after 3:00 p.m. ET will be eligible for posting on the next weekday (i.e., Monday).

  • When can I expect to receive my paper billing statements by mail for my vehicle account?

    Billing statements are mailed about 20 days before your due date.

    Note: Direct Pay customers are not eligible for statements by mail.

  • Which dealerships are participating in Ally Buyer’s Choice (ABC)?

    Ally Buyer’s Choice (ABC) is currently only available at participating GM and Chrysler brand dealerships in Alabama, Arizona, Arkansas, California, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Maryland, Michigan, Mississippi, Missouri, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin and West Virginia.

  • Which financing option is right for me, buying, leasing, or Ally Buyer’s Choice (ABC)?

    Each financing option offered by Ally has its benefits, and each works best for different individuals. See our comparison chart to find out which works best for you.

  • Who do I contact if I have questions about Ally Buyer’s Choice (ABC)?

    Just visit a participating GM or Chrysler brand dealership in a state in which ABC is offered, or call 1-888-925-ALLY (2559).

  • Who do I contact to determine if I am eligible for SCRA protection?

    An Ally SCRA specialist is available during normal business hours (7 am – 5 pm CST). Call us toll-free at 877-713-5101 or, for collect calls, dial 972-537-2389. You may also contact us by mail or fax. Our postal mailing address is P.O. Box 380901, Bloomington, MN 55438. Our fax number is 972-537-3264.

  • Why won’t it let me add a vehicle?

    In order to add a vehicle, it must have been financed or leased by you. If the vehicle is financed or leased by someone else and you are not a co-buyer or co-lessee, you won’t be able to add it to your profile.

    There could be other reasons why you can’t add a vehicle. Please call us at 1-888-925-ALLY (2559) and press option 5 if you need additional assistance.

  • Will I be charged late fees while under SCRA protection?

    Late fees will be waived during your protection period. However, on a daily finance charge account, not making timely payments can affect the total amount of finance charges paid over the life of the account.

  • Will the monthly payment change if I transfer my account?

    Leases: The monthly payment amount will change because of use and personal property taxes, which are different for each state.

    Contracts: The monthly payment amount could change because of the amount financed, the finance rate, and the number of payments.