Date Received: 2021-04-09
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I am an XXXX XXXX XXXX member domiciled in Louisiana, but assigned to a duty location in Virginia. I leased a new vehicle with Ally Auto in XX/XX/XXXX for 36 months. On or around XX/XX/XXXX, I received a bill from Ally Auto demanding payment in the amount of {$260.00} for unpaid personal property tax. As a military member living in Virginia only by virtue of military orders, I am exempt from paying personal property tax in Virginia. I immediately took two steps : I ( 1 ) contacted the local tax assessor 's office and provided a copy of military records to ensure that no further personal property taxes were billed ; and ( 2 ) contacted Ally Auto. After waiting for more than an hour, and after getting transferred to Ally 's XXXX department and then Ally 's personal property tax ( PPT ) department, I spoke with XXXX. What I learned is that, on leased vehicles, the city or county assessor 's office bills the lessee ( Ally ) and not the lessor ( me ) ; the lessee ( Ally ) pays the assessor and then passes the cost along to the lessor ( me ). In normal circumstances, this is reasonable ; however, it creates significant problems for military members who are exempt from assessed personal property taxes. XXXX asked me to e-mail a copy of my leave and earning statement ( LES ) to " XXXX. '' On XX/XX/XXXX, I sent a copy of my LES to the provided e-mail address and to the attention of XXXX, as requested. In early XXXX, XXXX, I again spent an hour on the phone attempting to resolve this issue with Ally. The individual with whom I spoke in Ally 's PPT Department indicated that the {$260.00} charge remained pending because Ally had not yet received a refund from the City of XXXX tax office. In other words, despite the fact that I provided a copy of my LES to Ally and my entitlement to an exemption by virtue of military service, Ally would not zero out my account balance until the City of XXXX refunded the amount Ally paid. This effectively made me responsible for Ally 's error in paying the personal property tax assessment. I immediately communicated with a tax specialist at the City of XXXX. On XX/XX/XXXX, he confirmed that the lessor ( Ally ) would be refunded the amount paid based on my military exemption. He noted that this process could take 8-10 weeks, but that it would be refunded and that Ally could reach out to the City of XXXX 's Treasurer Department with any questions. On or around XX/XX/XXXX, and after grounding ( i.e., returning XXXX the leased vehicle before the lease expired, I received an " Account Settlement '' statement from Ally Auto. Ally Auto demanded a close-out payment of {$350.00} for " Other Charges ( Personal Property Tax ). '' Once again, I was forced to call Ally to address this still unaddressed error. On XX/XX/XXXX, and before contacting Ally ( yet again ), I contacted the tax specialist with the City of XXXX to confirm that the City had refunded Ally for the personal property taxes paid. On XX/XX/XXXX, he responded noting that {$260.00} " was the total XXXX refund '' provided to Ally. He noted that the City had not yet sent out bills for XXXX personal property taxes. That same day, I contacted Ally 's PPT Department and spoke with XXXX. XXXX confirmed that the additional {$93.00} represented " estimated '' ( by Ally ) personal property taxes on the leased vehicle for the first three months of XXXX. Oddly, even though I had sent Ally my LES, which would confirm my exemption from personal property taxes, Ally still saw fit to bill me an estimated amount for personal property taxes. After XXXX again XXXX detailing my military status and providing him with the background of this dispute since XX/XX/XXXX, XXXX indicated that he would need to " research '' the military exemption. I indicated that I would not pay the {$350.00} in personal property taxes ( because of my military exemption ) and demanded a zero-balance account settlement. At the same time, I also expressed concern that Ally would report my failure to pay this amount to the credit bureaus and/or refer this matter to collections. XXXX confirmed verbally that Ally would not report non-payment of the {$350.00} to the credit bureaus. XXXX said that he needed to " research '' the military exemption. I asked that he communicate with me by e-mail ; he refused ( he also denied having a direct extension, which I know is not true since XXXX provided hers ). He promised, however, to call me back within a few days with an answer. No surprise, XXXX did not call me within a few days. I did receive a call from another gentleman in Ally 's PPT department on XX/XX/XXXX or XX/XX/XXXX. He noted that he had " worked my issue '' and was surprised it wasn't resolved, but that they were looking into it. Having heard nothing from Ally, on XX/XX/XXXX, I again contacted Ally 's PPT department. After waiting approximately 45 minutes for someone in the department to answer, I again spoke with XXXX. I first asked for XXXX ; unfortunately, he was " on vacation. '' I again explained to XXXX the predicament. She reviewed their internal notes and asked if I sent an LES to the " XXXX '' address with attention to her ; I confirmed that I had. She asked for the date when I sent that LES ; I told her XX/XX/XXXX. She searched her e-mails but could not locate anything from XX/XX/XXXX. Accordingly, while on the phone, I sent XXXX my LES statements from XXXX and XX/XX/XXXX XXXX to cover tax years XXXX and XXXX ). She confirmed receipt of both LESs. According to XXXX, she sent the LESs to the " asset recovery '' department. She also reminded me that personal property tax refunds from city or county assessors offices could take 6-8 months. I told her that this was unacceptable and that it was unreasonable to ask me to continue to call back -- and wait on hold just to speak with someone for at least 45 minutes each time -- to address Ally 's error. She asked me to call her back on Friday XXXX XX/XX/XXXX ) to see where things stood with the " asset recovery '' department. On XX/XX/XXXX, I called XXXX. She told me that Ally had not yet received the refund from the XXXX of XXXX for the personal property taxes that Ally paid on the leased vehicle. She also confirmed that the {$93.00} represented Ally 's " estimate '' of the personal property taxes that would be assessed on the leased vehicle for XXXX. She recommended that I pay the {$350.00} to Ally now ( to avoid any hits on my credit for a delinquent debt ) and that, once Ally received the refund from the City of XXXX, then Ally would issue a refund to me. As one might expect, I have little faith in Ally 's ability to manage that shell game. I told XXXX this was unacceptable and demanded to speak with the " asset recovery '' department. She provided the phone number for that department. I also asked her for the phone number for Ally 's legal department ; she indicated that the " asset recovery '' team could provide that phone number. She offered to transfer me to the " asset recovery '' team and I agreed. Once again, though, my efforts were foiled. Although Ally 's PPT department opens at XXXX XXXX ET, the asset recovery team doesn't open until XXXX XXXX ET. She told me that I could call the number she provided at XXXX XXXX. I decided, instead, to file this complaint. I am happy to provide any additional detail necessary to remedy this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22902
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2021, Ally Financial offered an Extension Agreement for my automobile loan for one month as follows : A scheduled payment of {$150.00} will be due XX/XX/2021 and the remaining scheduled payments of {$370.00} each will be due on a Monthly basis beginning XX/XX/2021. Ally Financial followed up this Agreement in writing ( see attached letter dated XX/XX/2021 ). Payment in the amount of {$150.00} was paid to Ally Financial on XX/XX/2021 as agreed. XX/XX/2021, Ally Financial emailed me a notice stating that I am 27 days past due. I have tried to contact them via telephone and by email ( see attached ) dated XX/XX/2021 to correct this past due status. How can you be 27 days past due one day before payment is due? The collection department states I am {$860.00} past due as of XX/XX/2021 and the Customer service department states I am {$1200.00} past due. I can not get them to agree to the terms they agreed to in writing with me. XX/XX/2021, Ally Financial sent a letter apologizing for incorrect due date on the extension however, they have reported their error on my credit report and in their records and expect me to adhere to their error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60139
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: When I bought this car it was priced at {$9900.00}. I had to apply for an auto loan with Ally Financial. At this time they added GAP coverage to the loan for an additional {$2300.00}. the car came out to {$12000.00}. I put down {$4000.00} cash. which should of brought my car to {$8000.00} as the actual financing price. 3 months into my loan i learned the real value of my car and decided to cancel GAP insurance. {$2000.00} was refunded back to my Ally financial loan. With this activity alone, my loan balance should be below {$5700.00}. I FINANCED MY CAR XX/XX/2018. I have made over {$4500.00} in payments. YET MY BALANCE on my car is over {$6000.00}. ALLY financial is keeping every payment and adding it towards " Interest ''. All these payments, cash down, refund of gap insurance should have my balance close to {$1200.00}!!! PLEASE HELP ME AND DEMAND THEY STOP THIS AT ONCE. For 3 years I have been making payments. But my balance keeps going up instead of down. PLEASE HELP ME!!!!! Than they repossessed my car and charged me {$1200.00} to get it back. {$800.00} toward 4 arrear payments ( DUE TO COVID-19 ) and {$400.00} in fees. Out of the {$800.00} payment only {$550.00} went to the the car and Ally kept {$280.00} for additional fees, Plusss the {$400.00} IN FEES this is {$700.00} in fees and only {$500.00} went towards my arrears. PLEASE STOP THEM! I have all the paper work on this car from the day I bought it. To show proof of the sale price and money down! plus gap insurance receipt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 181XX
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have an Ally Invest account and the issues first arose when I accidentally created a short position and sold to open a call. I noticed I only received partial credit for it but thought it would eventually get deposited seeing as it showed in my unsettled funds, however, the very next day the unsettled funds showed as nothing. So there goes about XXXX completely gone with no trace. Now today, I never received credit for a sale that I made. I had about {$800.00} in my account and went to sell another position for about {$900.00}. Immediately after my balance showed as {$0.00} and all my money is now gone. I can't even go back to trace the previous amounts that I was never credited but I just today, plain as day, that my money has disappeared out of nowhere and nobody knows what's going on. There is no record of my balance just a big fat XXXX. This is complete robbery and illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77530
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX Ally bank complaint This a follow up to the above complaint. Their reply is a 100 % lie. Not only did they butcher my income but apparently that is how you do it I offered to pay every single debt ( every one ) which would put me at a XXXX DI they gloss right over this fact. They are straight up lying and as I figured you guys are backing them 100 %.
Company Response:
State: FL
Zip: 34109
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Ally Financial is reporting inaccurate information on my credit report for all three credit bureaus XXXX, XXXX and XXXX. The company is reporting different dates and account information and balance to all three credit bureaus. I have been trying to get them to help me with this situation since XX/XX/2020 no one has gotten back to me and all they keep putting on letters they send is " information updated or valid. '' Every time I ask them for paper work they never respond. This is unprofessional and unacceptable. I also submitted a complaint with them 3 times already and they keep saying my name XXXX XXXX is not an authorized user to ask for info which makes 0 sense because why are they reporting this now fraudualant account on my credit report? Three things are wrong here ... this car was my fathers who passed away, 2. this car I know my father had with GAP insurance so there is no way he still owed the money and 3. They are reporting inaccurate information for years. Ive given you guys ample time prior to filing this complaint. Im sure you can imagine what Im going through since the loss of my father. I am trying to move forward but can not due to this negative factor. This goes totally against the FCRA laws this is a violation. Attached you can see all the inaccuracies from my identity XXXX subscription I get monthly prooving the difference. Update at once, Ive also reached out to a fcra lawyer since you guys have leaved me pretty much no choice. They are also reporting a past due amount on this closed account which is illegal and goes against FCRA. I have attached a screenshot of my report to prove it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07675
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: In my CFPB No. : XXXX complaint about Ally Bank payment services I reported that the limit Ally Bank advertises to consumers for person to person payments using a service called XXXX is factually false. As part of my report I requested the following " I would appreciate that Ally Bank provides an explanation how it arrived to the figure of {$2300.00} for the payment limits for XX/XX/2021 and how that calculation corresponds to the advertisements of the service made to consumers. '' According to the description of the service published on Ally 's website my limit for payments using XXXX service should be {$5000.00}. Ally 's bank in its response to my complaint stated that " pending XXXX payments count toward the maximum outstanding limit, even if the payment was arranged on a different day. For clarity purposes, any pending XXXX payments will count towards your daily and monthly outstanding limits. '' In its advertisement of the XXXX payment services Ally Bank failed to disclose to consumers that ANY pending payments, even if they are arranged to be sent on one day, count towards the daily limit for payments to be sent on a completely different day. Such description of the service is not in accord with a commonly used definition of the concept of daily limit since daily limit implies payments to be sent on one day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2021 I received a call from Ally Bank fraud protection department that if I just made multiple withdrawals from my account. I said no. They asked if I had my debit card at hand, I said yes. The were other withdrawal attempts after but were refused due to this act. I disputed the amounts told and was refunded days later. There was an investigation made by the bank and their result was that the transactions were my liability since the pin number was entered only once and to them that claims that I withdrew the funds. I called and disputed again and they insist that the withdrawals were legit. I keep calling to dispute and still same result. These transactions in question were withdrawn at a location that was XXXX miles away. I even sent a picture of myself for comparison to the ATM photograph and still same result.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11758
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Ally is reporting a delinquent balance on my credit that i am not responsible for. This pending balanced was supposed to be paid by my GAP Insurance/ third party insurance as a result of a total loss of vehicle. I have tried to resolve this matter with Ally via phone an also by mailing a request for further clarification, and they have failed to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I consistently check my report. I notified Ally Financial due to it showing I was late for XXXX 's payment when it was made timely. I contacted them and was told XXXX 's payment had been missed as I have never missed a payment on this loan since I acquired the loan. I had a lot of things going on within my family when this mistake occurred. I resolved this issue immediately and made sure to make a payment and set up a deferment plan for one month in which I was told to make a payment in XXXX for an amount given which was done timely per the below agreement. Ally Auto Alert Ally Hello, XXXX XXXX XXXX We've got a new document ready for you to sign. Your document is waiting for your electronic signature. Log in before the expiration date to review to electronically sign : Retail FFP Extension Agreement Expires : XX/XX/XXXX If you don't sign your document before the expiration date, your due date won't be extended. Questions? Call us at XXXX Available Mon Fri, XXXX XXXX XXXX XXXX ET Saturday XXXX XXXX XXXX XXXX ET Closed Sunday Access Ally Auto Online Services at allyauto.com I checked my report after the deferment was paid and meet and completed. I saw there was two negative late payments shown for XXXX and XXXX when payments were made on XX/XX/XXXX for {$290.00} and XX/XX/XXXX which is under 30 days and I received a negative report of late payment for both months. I have made a dispute through XXXX and this was not fixed or removed to show I was on time for the payments made. I tried to dispute this on another occurrence and was told that I could not dispute the same thing more than once. Please see what can be done for this to be corrected. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78746
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A