Vehicle loan or lease — ALLY FINANCIAL INC. (FL)

Unable to receive car title or other problem after the loan is paid off. I had an auto loan with Ally, and the vehicle was totaled in an accident a few months ago. The loan included gap insurance that was supposed to cover the remaining balance after the insurance payout. However, the gap coverage did not fully cover the balance, and Ally never communicated clearly about what was or was not covered. Instead of resolving the matter, they sent the remaining balance to collections. This feels unfair and damaging, since I relied on the gap insurance to protect me in this exact situation.