Date Received: 2020-10-22
Issue: Problems at the end of the loan or lease
Subissue: Problem when attempting to purchase vehicle at the end of the lease
Consumer Complaint: I leased a 2017 XXXX XXXX for XXXX and my leased expired on XXXX XXXX. Because of the pandemic Ally Bank extended my lease for 150 days with the lease expiring XXXX XXXX. They kept my lease payments the same for the 5 months. Now I want to buy the lease and Ally Bank is saying lease buyout is the same amount it would have been in XXXX. When I called them to discuss why the 5 payments were not deducted from the XXXX buyout amount they said the money was use to extend to keep the lease. I asked why {$1800.00} I paid over the XXXX payments would not come the buyout off since on the lease extension email it was not mentioned. they repeated it was to have the lease. Does not make sense
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01089
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I have applied for programs to allow a defer loan payments because we have been financially impacted by the coronavirus pandemic. I have made multiple attempts online and over the phone with Ally Financial Inc. to get a some sort of help through this time. If a customer is past due they are only offering assistants if you bring your account current and then you are automatically due again for the following month. So in reality Ally isn't really offering anything other than bring the account current and still remaining due for the following month. This has also affected my credit score because of the days past due. The lack of compassion by Ally is really concerning.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85015
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Ally financial has repeatedly contacted my cell number even tthough I contacted them and demanded they stop calling, they continue to call my cell number. Each time I called to demand they stop calling I was rudely treated being laughed at and hung up on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78218
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I attempted to resolve this issue with creditors and company. I explained to the company that I was going through a divorce in XXXX prior to that I had an excellent payment record. 1 ) Ally Financial - late payments in XXXX, XXXX, XXXX, XXXX & XXXX of XXXX : 2 ) Late payments in XXXX, I was affected by COVID 19. In XXXX, I experienced a very difficult year, as my ex-husband and I was going through a divorce. Prior to our separation, we live jointly in the home and it was a mutual agreement that we would split all expenses 50/50 however, my ex-husband fail to meet his financial agreement. I was required to pay all expenses in full which was a huge adjustment for me at that time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Problems at the end of the loan or lease
Subissue: Excess mileage, damage, or wear fees, or other problem after the lease is finished
Consumer Complaint: I leased a vehicle through Ally bank. At the end of the lease the vehicle was returned to a dealer per instructions from Ally. However there was no option to pre-inspect the vehicle to assess if any excessive wear and tear that will cost extra, and Ally does not actually tell you if you owe anything for excess wear and tear until the vehicle is sold at auction (! ) which could be weeks ( or even months? ) after the vehicle is returned. This seems to me to be unfair and unreasonable practice. As a buyer I should be entitled to a per-return check of the vehicle ( so that I can decide whether to fix any issues myself ) and a speedy ( on the spot during return or within a few days ) assessment regarding payments for excessive wear and tear, as well as a process to contest any alleged issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: This is my second complaint against Ally Financial. I have requested a deferment under the cares act due to significant income reduction due to COVID 19. They say they are working on it however it never gets done. Currently they are harassing me calling the same number multiple times after leaving a message and even calling family members.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89120
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Attempted refinance with Ally Bank. Went through online forms and spoke with a rep who confirmed based on my answers i was prequalified all they needed to do was verify the information i provided. The confusion continued for several weeks. They were lax in responding to online requests and emails. I finally started phone calling and waiting on the phone to speak with someone. They seemed to be hung up on me being self employed. They have their own definition of self employed which they did not share until i had paid for services they required to continue. I explained according to the IRS i was not self employed. I provided bank statements, check stubs and tax returns to justify my income. They disallowed most of the income stating it was because i was self employed. The said my DE ratio was off but they never requested copies of my expenses. When i specifically ask them to show me what i answered incorrectly on the application which would have led to the confusion, they did not provide any specific answer. Only that the underwriter disallowed most of my income for the calculation for one reason or another. This information should have been relayed to me prior to me approving a {$550.00} charge for an appraisal ( which they required an inside appraisal instead of a drive-by. ) Had they been forthcoming with the requirements i would have not approved the {$550.00} charge. I provided tax returns showing income which i walked through with the rep. added it and divided it to get a monthly amount. our calculation was off by almost $ XXXX per month from the underwriter. I believe this was presented by people who didnt know what they were doing ( as evidenced by all the confusion with the application ) and should not have been charged the {$550.00} without properly informing me of the issues with what they considered self employment ( again which is different than what the irs considers self employment. )
Company Response:
State: NV
Zip: 89044
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Good day, I am XXXX XXXX XXXX and the reason I am reaching out and writing to complain on XXXX and their lack of response and reporting. I have continued to follow every step on removing false accounts that are reporting and they have yet to comply. They have exceeded the 30 days multiple times and at this point, the issue has not been resolved. They keep reporting accounts that do not belong to me. I have mailed several letters via certified mail, that are dated, that have everything listed in detail, that have everything required and they still are not doing their job in removing their items. The following are some of the dates of the letters I have mailed out : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ALL THESE LETTERS HAVE BEEN SENT VIA CERTIFIED MAIL AND HAVE A STAMP WHEN THEY HAVE RECEIVED MY LETTERS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I was behind with the payments, and in XXXX of XXXX i made one payment and i explained when i will make the other payments, and yesterday my car was parked on the street, and when i saw the towing guy took my car, and i said pls wait until i call the bank and he does not want to wait, i call the police and the tow guy just step on the car and run. i spoke with some agents to the bank and one person said to me whatever we agree verbally is not valid, and the rates that im paying is 11 % and i have paid more 75 % of my loan. i think every person have a right to speak with the before take my car ... .my monthly payees is {$38000.00} and have to pay is 4 months, and they charged fees over and over even when i explained and agree to, because this covid19 we where inside on the house and we could not work. the amount i still own is like {$7000.00} I purchase the car back on 2015 in {$23000.00}, i think every person has a right to breath and put action when this think happens, and need law and order for all, humans rights also most be in effect for every person.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Me and my Fiancee opened up a joint account with Ally Bank to buy a home together after talking with XXXX. Upon funding the account with XXXX dollars, Ally bank rejected the transfer from my Fiancee 's XXXX XXXX account for dubious reasons, I can explain details later. That's OK they reject the funds, but they NEVER returned the funds back to her XXXX XXXX account. This transaction happened on XX/XX/XXXX and we are no closer to receiving the funds as I am writing this on XXXX. It has been a full month. We have spent over 40 hours speaking with Ally bank trying to get the funds returned. The back office and Supervisor 's have been stalling, dismissive, and negligent in returning our funds in a timely manner. One supervisor told us she hasn't even seen something like this happen before. They themselves are confused with the transaction and haven't took initiative to return the funds. Every time we have called for a MONTH, the supervisors and the back office say it will take 2-3 business days, FOR A MONTH. This has caused us great hardship during a time of this Pandemic. We've had to delay our home buying process. My Fiancee is freaking out that this substantial amount of money isn't being returned. She had to talk to a XXXX after the incident and got prescribed medicine for XXXX and XXXX XXXX for this. We no longer trust the banks. This is through NO FAULT of our own and is 100 percent resting on Ally banks negligence to return the funds immediately ( a month and counting ). We have confirmed with her XXXX XXXX account that this is 100 percent resting on Ally Banks end. Ally Reference Number ( most recent one of MULTIPLE previous reference numbers ) - XXXX Ally Back Office Reference Number - XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A