Date Received: 2021-01-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Hello, I received a notice from Ally Auto the first part of XXXX advising I was something like {$220.00} overdue. I contacted the customer service department to inquire on what this charge was for however I was connected to five different representatives with none able to assist. I was advised the account would be reviewed and someone would be in touch. Never heard from anyone. I reviewed my account again maybe 3 days later which then stated I was over {$400.00} over due. I again attempted to resolve via customer service to no avail. I sent emails with no reply. I paid the money afraid that it would continue to go up. Again this month XXXX, the same thing has happened and no one will gibe me an answer. I have paid approximately {$1100.00} in XXXX and again in XXXX on when my loan payments are only {$620.00}. This " additional '' charge is not being paid on my principal. I don't know what to do. This company will not respond, explain or advise me on what the situation is. BTW, I normally pay {$650.00} EVERY month which is {$29.00} more than my payment amount. Please help me get this resolved. I can not afford to keep paying this and I shouldn't have to. FYI, the one returned payment was an error on my part when my fianc mistakenly used an old card number without realizing it which I immediately addressed as soon as it was brought to my attention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I have tried to work with Ally Auto to manage my payments due to Covid-19 loss of income. I have filed numerous complaints against Ally and the Executive Management Team tells the CFPB that they are trying to work with me. LET ME BE CLEAR-THEY HAVE NOT MADE ANY CONTACT WITH ME. They are lying to you guys and not calling or attempting any type of communication. Now, with that said, their collection department calls me EVERY DAY AT WORK. I answer and tell them EVERY DAY TO STOP CALLING MY WORK NUMBER. They do not listen, one guy laughed and they continue calling my work number every single morning. I have tried to get them to stop calling from the collection department to my work number. Again, they do not listen. If they are doing this to me, they are doing this to many other people. Also, do not believe that their executive team works with the consumer when a complaint is filed. They have not attempted to reach out to me at all. If you all have other complaints to Ally Auto, I would reach out to the other consumers and see how well their complaints are handled. As I said above, no one has bothered to reach out to me except their collection department to my work number even though I ask them to stop calling my work.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I was impacted medically by XXXX in XXXX after exposure. Ally Auto informed on XXXX that our vehicle was being repossessed for being late on our payments. A payment was made on XXXX XXXX, XX/XX/XXXX for {$640.00} and a statement was received on XXXX XXXX, nowhere was it stated our vehicle would be repossessed. I made a XXXX XXXX payment for {$1200.00} and scheduled a payment for {$1200.00} later this week XXXX. I asked for supervisor at XXXX EST on XXXX and they shared one would call me back in 3-4 hours and no one did. I called at XXXXXX/XX/XXXX. EST and spoke for 19 minutes to confirm the payment was received and they shared it was not processed yet. They stated a note was sent to the repossession team. 47 % of the balance is paid, I am impacted by Covid and need my vehicle for work and Ally states that customer service is separate from repossessions. Their on line system is inconsistent in accepting messages/images. I have not had confirmation of my XXXX XXXX being posted, I have not had a call back from a supervisor and their on line system is not available at this time. Ally is using suspect methods in both collections and also using fear as one of those methods which is totally inappropriate in this environment. They dont send written statements that reflect their intent and they fail to communicate in a timely manner. This is concerning that Ally operates in this manner and uses these methods in collecting past due payments in a pandemic especially for someone who has been impacted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27712
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: I bought a used car, a XXXX XXXX XXXX, VIN # XXXX, that I financed through Ally Auto Finance. I was involved in an accident in XXXX of XXXX in which the car was basically totaled. The insurance company settled with the finance company ( Ally ). In XXXX of XXXX, I received a letter from Ally ( copy attached ) in which they stated that they sold the car for more than what I owed on it and that I was entitled to a refund of the surplus in the amount of {$11000.00}. The letter was dated XX/XX/XXXX. I waited several weeks but did not receive the excess funds as promised in the letter. I made several phone calls to the company and was given the complete runaround - put on hold for hours, transferred back and forth among various agents, but no one could or would give me an answer as to when I would receive the funds promised in the letter dated XX/XX/XXXX. In XXXX XXXX, I sent a certified letter to Ally demanding payment as promised. It has been over a month since I sent the letter and I still have neither received the funds or so much as a response to my inquiries. I am a single mother who has been significantly impacted by the Covid pandemic financially, and I desperately need the money I am owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/2020, I sold my car, leased through Ally Financial XXXX, to a car dealership in XXXX, FL. Ally was paid the {$21000.00} they quoted the car dealership ( XXXX XXXX XXXX ) for the buyout of the car per their own online records on XX/XX/2020. This should have terminated our legal relationship. HOWEVER, as of today Ally 's website claims I still owe {$3000.00}. I have called Ally on multiple occasions asking why this is and was told they were just still processing the paperwork. Today I received an email saying my bill from Ally was past due! I HAVE NO BILLS WITH ALLY!! I called and they said they still haven't received some piece of paperwork from the car dealership. THIS IS NOT MY PROBLEM! They received their {$21000.00}! Our legal relationship is severed. They have also, apparently tacked on an illegal late fee. They already received the full amount money for the car. If they report my account as overdue to credit agencies I also reserve the right to sue them for damaging my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33130
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Problems at the end of the loan or lease
Subissue: Problem extending the lease
Consumer Complaint: I am writing in today since I am so upset by this. I had an account with Ally Financial Account # XXXX I had extended the lease for two months making the additional two months payments without any issues. Once the vehicle was returned I got a bill of {$1000.00} for every day the lease was not given back claiming that a document was never signed for the extension. I argued back and forth yet I wasn't getting anywhere and didn't want this to impact me anymore I agreed to a settlement yet was never informed the impact it will have on my credit report. They should have never taken the monthly payments for the lease. How does it work a bank just takes funds without allocating them. Also when they agreed to take my money yet again they failed to inform me the impact it will have even tough it is completely false information which is being provided.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report. Im requested the verification of the inquiries and the method of verification. XXXX XXXX Inquiry : XXXX XXXX, 2020, ALLY FINANCIAL Inquiry : XXXX XXXX, 2020. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45140
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Ally financial advised a deferment was processed on the loan two different times. I was advised on both occasions that this was resolved however now I am told it is delinquent and the deferment was not processed. This is now negatively impacting my credit and was to be resolved. I attempt to call in and speak with a Supervisor however I am told one will call back and I am not given a timeframe in which they will call. This is unacceptable for escalations and following up on complaints that need to be resolved. This is horrible customer service especially during the times we are in currently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-17
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I co-signed for my son 's dad XXXX to get a new truck in XXXX that is currently being financed with ally financial. in XX/XX/XXXX Ally reported to the credit bureaus the account was past due. it was not I have made several attempts to dispute it from my credit report and have been unsuccessful full. I have been going back and forth with ally about this account because XXXX will not refinance to do whatever he needs to get me off this account with him. XXXX took me to court in XX/XX/XXXX claiming I left our primary residence and that I was in contempt of court. I was breaking the court order. the same year XXXX XXXX also filed a fraudulent tax return and claimed me as his spouse knowing I was already married to someone else and got a tax refund off of me because I didn't work that year. I would have mentioned this information in court while I was accused of breaking our court order but I did not know until 3 months later when I was registering for school and count get financial aid because my tax information didn't match what the IRS had. My point is XXXX doesn't get it both ways. what XXXX put on the paperwork for ally is false he said so in court and its illegal to lie on your credit application where he works and lived is false
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2021-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-17
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On Friday the XXXX, I called Ally Financial to get a payoff quote for our van, which was around {$5700.00}. I told them the check would be in the mail the next day & it was sent out by certified mail on Saturday the XXXX so that I could track it and it would have to be signed for. On Monday the XXXX, Ally Financial issued a repo order. My payment was received on Wednesday the XXXX and entered into their system the same day, which I have confirmation of. The van was repossessed on Friday the XXXX without notice from either Ally Financial or the repo company called XXXX XXXX. I only learned about the repo because I woke up Friday morning to find the van missing and I called the police to report it stolen. Multiple employees at Ally Financial claimed the payment I made never existed despite tracking number confirmation of it's receipt and the tracking on the slip that had to be signed upon it's receipt. Ally Financial had my wife wire them {$5000.00} from XXXX XXXX on Friday the XXXX & another {$1100.00} on Saturday the XXXX, and when I called on Saturday to confirm they had received the second payment I was told they had begun processing the check they had been claiming they had never received. I was also told they started processing the check after receiving the {$5000.00} payment, but the person I was talking to said it made no sense since it was started after everyone was supposed to have left. In other words, someone or a group of people was trying to turn a less than {$6000.00} payoff into one around {$12000.00} while claiming the original payment was never made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2021-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A