Date Received: 2021-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXXI began to try to resolve the problem of a lien on our home from mortgage from XXXX that had multiple servicing transfers and found to be held by Ally Bank. I was told many different classifications of this loan by multiple Ally CSRs, i.e. it is 120 days past due, there is no payment history, I need to talk to the default department, it's a charged off account, it's in the Bankruptcy Dept. After speaking with the Bankruptcy Dept. I was told they would send me a payoff statement and they had no other information and I should contact the bankruptcy attorney. I explained that they do not have any records because it had been discharged 11 years ago. Did not receive any information and made a post on XXXX. XX/XX/XXXX called and was given an Executive Resolutions Analyst an employee said she would call me. XX/XX/XXXX to XX/XX/XXXX no return calls. XX/XX/XXXX called and asked CSR to send message to analyst. XXXX, called number on XX/XX/XXXX letter left VM. XXXX called and left VM. XXXX called and left VM. XX/XX/XXXX called and left VM. XX/XX/XXXX called left VM, then XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX called original CSR number and asked for a secure message to be sent to analyst. Analyst calls back and states that loan has been charged off and I need to call XXXX to contact Ally about permissions for them to discuss subordination and she would talk to her boss about how to proceed and call me back that Friday by XXXX. XX/XX/XXXX to XX/XX/XXXX no return call from analyst. XX/XX/XXXX called main number transferred to another department asked them to send message to analyst. XX/XX/XXXX through XX/XX/XXXX called everyday leaving a message for analyst. XX/XX/XXXX she calls telling me she is moving to have the loan extinguished and will call that Thursday to confirm. XX/XX/XXXX she calls stating that I need to make an offer in order to settle and fax that to her. I made and faxed the offer which she acknowledged through email that day ( XX/XX/XXXX ) She states that she will have an update in 5-7 business days. XX/XX/XXXX still no response so I called main number to leave her a message the CSR said he had instant messaged her and she said that she had not heard back from the negotiator and will contact me in 48 hours. XX/XX/XXXX still no contact and I called again speaking with the same CSR and he states that I just need to cooperate with Loss Mitigation and I said that is not what was told to me and I have given what the analyst asked for and please have her call me. He insisted that we should just work together and I went on to explain just how long this has been going on and it has already cost us a Home Equity loan and is in danger of costing us a mortgage with XXXX because Ally will not do what it said it would do to close out this problem. XX/XX/XXXX I complained on XXXX again and received a VM from a different analyst asking if there was anything she could do or answer any questions. In the meantime the mortgage we applied for with XXXX has been taken out of processing because Ally will not resolve this situation. XXXX left a message with XXXX analyst, called presidential complaint line-left VM, called Loss Mitigation, called numbers on two letters left VM and talked to CSR who sent messages to 1st analyst, 2nd analyst, and employee on loss mitigation letter. Called the main number ad spoke with 2 other CSRs asking to speak with a supervisor or manager and was told there is no transferring and someone would call me in 24-48 hours and another who said a general CSR manager can not help me because the loan is in collections so it would have to be a collections manager and they've escalated my case and have until XXXX to call me back. I'm not naming names but if you look at the letters and phone logs they are all there or their employee numbers. We need help immediately, please and thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them from all 3 credit monitoring agencies. Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft XXXX Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 4. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine. 5. Identity Theft ALLY FINANCIAL Account Number : XXXX This is not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: My credit score has a collection that don't belong to me. This was reported in XXXX from a company called GMAC. Account number on file is XXXX. Amount for the transaction is XXXX. This was reported on XX/XX/19. I try calling the lender myself and they advise me that I don't have any history with them. XXXX reported this issue and my confirmation number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33010
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Problem with customer service
Subissue:
Consumer Complaint: I opened an account with ally bank, sent deposit slip and XXXX check that clearly said us. Dollars printed not written. At first they claimed not to have received it then e mailed they have it but they dont cash foreign currency, I told them it clearly says American dollars they said to look for it in the mail, they lost it I am now out XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was charged {$680.00} to transfer money from my Ally Invest account to my Ally Savings account for no reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48917
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I received a letter from Ally Bank dated XXXX. The letter stated that I have to pay {$2800.00} by XX/XX/2021. I can not pay {$2800.00}. I receive Social Security retirement income in the amount of {$800.00}. I can only make my car payments on the XXXX of each month, I get my social security check on the 3rd Wednesday of each month. I accumulated a lot of late fees because of the pay date set by Ally Bank which is the XXXX day of each month. When I was working a regular job and getting paid more money, the XXXX day of the month was fine because I was getting paid every two weeks. Now that I receive monthly income in the amount of {$800.00} it is very difficult. I conveyed my situation to the reps at Ally and asked for help, just like their letter and website suggested, but was told they could not help me because of my delinquency. I would like to either have the delinquent fees waived or placed on the end of my vehicle loan. I would also like to have my loan due date changed to the XXXX of each month.That would help me out a lot. I filed a complaint with the XXXX XXXX XXXX on XX/XX/2021 ( file ID # XXXX, but I have not received a satisfactory response. I received an email response from XXXX @ Ally Bank on XXXX. I did however speak with XXXX ( no last name given ) @ Ally Bank on XX/XX/2021. She stated she would look into my complaint I filed with the XXXX. She said that I am 16 payments behind minus the late fees and I owe $ XXXXHowever, when I go the their website to make a payment, my account shows that I owe 10 more payments. Still my concerns have not been addressed. I have since made my car payment on XX/XX/2021. XXXX with Ally Bank can be reached at XXXX XXXX XXXX XXXX Opt XXXX, Opt XXXX ext. XXXX. You can contact Ally Financial, Inc. @ XXXX, MI XXXX. Please help me.
Company Response:
State: TX
Zip: 77066
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: On XXXX XX/XX/XXXX, we noticed some incorrect information on our credit reports and opened a dispute with all three bureaus concerning the wrong information. We had a XXXX XXXX bankruptcy back in XXXX in which the financial institution, although listed in the bankruptcy, their loan was secured as a creditor. On our credit reports, this account is listed as closed, with no payments due, and no payment history. We have received a statement each month from the financial institution, paid the payments as agreed on the establishing contract and have never been late. We would like the credit reports to actually reflect the true status of the account, i.e. still open, paid on time, and truthful history of payment. It seems that the financial institution considers itself except from reporting truthful information, because it was merely named as a creditor on the bankruptcy. This is unfair to the consumer who has paid faithfully. If there is no balance as shown on my credit report, then why am I still getting statements and paying?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them form all 3 credit reporting agencies. please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft XXXX Date of inquiry : XX/XX/2019 This is not mine. 2. Identity Theft XXXX XXXX Date of inquiry : XX/XX/2019 This is not mine. 3. Identity Theft ALLY FINANCIAL Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97230
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I spoke with XXXX, a floor supervisor for Ally Bank. She stated that Ally does not have an opt in/opt out feature for overdrafting your account. As a consumer, we have the right to not allow our accounts to overdraft. Because of this lack of oversight, I have received {$350.00} in overdraft fees since XX/XX/XXXX. When I asked for them to be refunded, I was told the best they could do would be to refund {$100.00}. Because I wasn't given the option to opt out of overdraft, as per the requirement stated in 1005.17 ( b ), those fees should be invalid. Ally had stated that the program that allows you to cover overdrafts via another account was sufficient, but according to 1005.17 ( a ) ( 2 ), the term overdraft service does not include any payment of overdrafts pursuant to : A service that transfers funds from another account held individually or jointly by a consumer, such as a savings account. Due to this oversight, the following overdraft fees should be credited back to my account, as well as any customer that has incurred such fees/possible punitive damages in order to deter future oversight : {$25.00} XX/XX/XXXX {$25.00} XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$25.00} XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 52317
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: XXXX XXXX continue to call me when I filed bankruptcy and relinquished all my responsibility for the vehicle to my ex-husband, they refuse to listen and yell about getting the vehicle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48219
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A