Date Received: 2020-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have refinanced my primary residence two months ago as the lender XXXX Ally home loans ) selected an insurance company for the loan. After loan is approved and I already made 2 payments, I received a letter from XXXX XXXX XXXX stating that I have insufficient insurance coverage ( which my lender themselves selected for me ). My current mortgage includes insurance and property tax, thus I do not know why they made a mistake selecting insufficient coverage of insurance in the firat place to make the loan look attractive to me to obtain. Now after 2 months, the lender sending me a letter, demanding me to ask the insurance company XXXX still I do not know who they are XXXX to provide explanations of insurance coverage! This is a bad business practice for any lender XXXX ally bank XXXX to have a certain amount in paperwork as an insurance payment, which later when they sold the loan to some other lender XXXX XXXX? ) and the current lender is after me to proof that I have sufficient coverage? This is a 30 year fixed loan. Can you help me resolve this issue please?
Company Response:
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Ally Bank is a bank that did a credit inquiry on my credit report on XX/XX/2020 in reference to a co-applicant loan for a XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tn XXXX XXXX they did proceed to go through to process this loan with a application ID number of XXXX and Ally stating the reasoning of denial of the loan was they could not run a credit score with XXXX due to it not being available. However, Ally caused a hard inquiry on my credit report.This is reporting in error with all three bureaus. Please have this error removed off my credit report. Ally did not get a score but it's stating they did a credit hit on my credit report. Ally Bank XXXX XXXXXXXX XXXX CT XXXX Phone XXXX
Company Response:
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: It was XXXX of XXXX when I got a loan for a vehicle from Ally Financial. Paper work was done incorrectly from the start, it was a loan for my mother and I was supposed to be somewhat of an authorized user on the account. When we brought it to their attention they said it was ok and there was no need to change. As time went on my mothers job became slow and we were denied a refinance in XXXX or lower payments ( even though we were overcharged the XXXX blue book value and no one wanted it as a trade in at all the local dealerships. ) We did everything we could to keep up payments and it came a time we were begging for help with less than a year owed and they refused to take the monthly payments but instead wanted the full amount owed. Unfortunately we didnt have that kind of money and cleaned out the car to be picked up for repo. Once they resold the car I began receiving bills for {$9500.00} ( more than what was owed or the car value ) and eventually it was placed on my credit report for collections. I feel no one really wanted to help us in time of need but instead seen an opportunity to get paid twice and take advantage of the situation. Its not fair to pay for something I dont have and that has already been paid for especially when payments were denied when we were trying to keep the vehicle
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2020-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I financed a automobile through Ally Financial and I purchased the Gap insurance they offered. My car was deemed a total loss by the insurance company. My insurance company and I have sent Ally all the information regarding this request. My insurance company paid the remaining balance should be covered by the GAP insurance protection they offered. They requested additional information and I sent it. Now they are asking for a police report that doesn't exist because the damage was water based. I've called there number to discuss and I get a message they can't take calls at this time. I tried to send a message via their website and that is failing and can't take messages. I want to get this resolved but can't even speak with them at this time. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2020 we set up a modification agreement on loan # XXXX - made a payment of {$18.00} is what the website asked us to do both parties agreed we did the same thing with the other vehicle loan we have and all of a sudden they show up on our doorstep today and repo the car - they never emailed me the modification agreement I have emails that shows that it was set up in place - made a payment that same day - and they are refusing to except payment in anyway size shape or form I tried to make a payment on the website today
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44039
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Company is showing these debts on my report and I have disputed them but these are not mines so I have done my part by disputing those items as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31792
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I purchased a new vehicle in XX/XX/XXXX and financed through Ally Financial. At the time of purchase, I included a GAP insurance policy. This vehicle was involved in a collision on XX/XX/XXXX and determined to be a total loss. I started the GAP claim immediately and communicated with all parties. I was sent a bill from Ally Financial for {$760.00} in XX/XX/XXXX. Working with the GAP insurance company, we were able to determine that the amount corresponded with the expected prorated refund from the GAP Policy. The dealership, XXXX XXXX XXXX in XXXX had cut a check to the lender for the prorated remainder of our extended warranty, however mistakenly did not include the prorated remainder of the GAP policy. They acknowledged the error and indicated that they would resolve this promptly. I was sent another bill from the lender for {$760.00} in XX/XX/XXXX. I communicated directly with Ally Financial and explained that this amount was to come from XXXX XXXX XXXX, and indicated that I would follow up from them. The COVID-19 pandemic caused some issues, as the finance manager at the Dealership who needed to resolve this started working remotely, and there was apparently a great deal of chaos. I communicated with Ally Financial numerous times updating them on the status, and indicating my concern that this could have an impact on my credit. A representative from Ally Financial assured me that there was no reason for concern, and told me that it would all be dealt with once the account was paid off. The dealership finally paid this amount to the lender in XX/XX/XXXX, leaving a balance of {$34.00}, which I paid immediately. The account, now closed, is reporting a charge-off status, and severe delinquency for the amount owed to the lender from the dealership. I have contacted the lender numerous times and they stated that the account was in good standing as far as they're concerned. They advised me that the department that handles these matters does not speak to consumers directly, and further advised me that I should proceed by filing disputes with the three credit agencies. I have taken the latter action, however upon conclusion the delinquency still shows on my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32832
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I've notified the bank that my phone number has been disconnected. The bank refuses to delete the phone number from my account. It's a security risk to have a phone number assigned to my account that might very well now belong to someone else. There is no valid reason to have a wrong phone number associated with my account. I think the bank believes that I got a new phone number because they tell me that I can get put on a do-not-call list. That's XXXX. I have have NO phone service. I'm not planning on getting phone service. I had to economize, and it was either the phone service or the internet. I kept the internet. The bank claims that they might have to call me. They haven't called me once since I opened the account, and there's no reason that might have to contact me by phone in the future. However, they have emailed me. They can email me if they need to contact me, use an online notification when I log in, or mail me a letter. It's XXXX, not XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85381
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: I have an issue which is reporting on my credit report from Ally financial. The Payment status reporting is not accurate and confusing. I went ahead and sent a letter to Ally requesting more information ( see letter attached ). I did get a response from the dated XX/XX/2020 claiming they can not conduct a reasonable investigation and they are requesting more information. I Provided them with sufficient data to do a proper investigation. I provided my full social along with the partial account number which reports on my credit file. I believe they are trying to circumvent a proper investigation ( see attached ). Other issues that I have and prompted the investigation is the missing payment history from XX/XX/XXXX-XX/XX/XXXX. I also completed the term of the loan in good payment history leaving a XXXX balance how can this account be a chargeoff/collection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10950
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I was approved for a 120 day extension from Ally Financial due to experiencing a severe economic hardship from the pandemic in XXXX of 2020. My regular payments of {$590.00} was set to began on XX/XX/2020, the expiration of the 120 day extension. I contacted Ally Financial again on XX/XX/2020 at approximately XXXX XXXX, expressing that I was continuing to experience a severe financial hardship, and could not afford to make payments in the amount of {$590.00}. The representative advised, they would look into it and send messages to the perspective department. Due to the overwhelming stress and financial hardship, I suffered from chest pains and anxiety, ending up it the XXXX XXXX at the XXXX Dept. of Veterans Affairs on XX/XX/2020. It was all stress related. I am not ungrateful at all, for the initial 120 day extension, but up to this date, I have been begging and pleading with Ally Financial to modify my {$590.00} monthly payments. Even though I did not want to deal with them so soon after the medical ordeal, I contacted Ally Financial on XX/XX/2020, at approximately XXXX. I was proving to them that I was not trying to ignore my payments, and did not want to risk a repossession. The representative stated they would give me an extension. I contacted Ally Financial on XX/XX/2020 at approximately XXXX XXXX, to follow up on the extension. It was still being processed. On XX/XX/2020, I did receive an extension and my payment was lowered to {$280.00}, due on XX/XX/2020. I had a 10 day grace period to make the payment. Regular payments in the amount of {$590.00} were set to start back on XX/XX/2020. This was all in a letter I received from Ally Financial, dated XX/XX/2020. I went online to pay my bill before the grace period of XX/XX/2020 ended and discovered another inaccuracy. It showed instead, that my account was past due and that I owed {$380.00}. On Friday, XX/XX/2020 at approximately XXXX XXXX, I contacted Ally Financial to inform them of a higher amount shown online, compared to the extension letter. The representative informed me that they did not see anything about a letter showing amount owed was {$280.00}. They went onto to inform me that now, instead of {$380.00} being due, I now owed {$410.00}. I informed them that I had a copy of the letter. The rep. informed me to either mail or fax them a copy of the letter, and they would review it. I chose to fax the letter, so I could get a quick resolution. I also did not want to keep getting charged with late fees on top of late fees, and I was already struggling. I was given the fax # of XXXX and once I fax it, I could contact them 24hrs to 48hrs to make sure they received it. I faxed a copy of the letter, dated XX/XX/2020 showing {$280.00} due. This was faxed on Saturday, XX/XX/2020. On Monday, XX/XX/2020 at approximately XXXX XXXX, I contacted Ally Financial to inquire if they received my fax and referenced my phone call on Friday, XX/XX/2020 and the instructions I received. The representative informed me to call back after 24rs to 48hrs. I informed the representative, this is what the rep. told me on Friday. I explained, that I really needed to get this resolved, to prevent more late charges. The rep. placed me on hold for over 30 minutes, after stating, they had to contact the fax department. After approximately 30 minutes, the representative hung up on me. I called again, explaining to the representative what transpired. This representative gave me the direct number to the fax department ( XXXX ), if we got disconnected. The representative then placed me on hold and after approximately 10 minutes, another representative with the fax department was on the line. The fax dept. representative insisted that I give them 24hrs to 48hrs to retrieve the fax. I informed the rep. that I could not wait another 24 to 48 hours and that I really needed for someone to check on the fax because it only takes a few minutes for a fax to come through. I advised that I was not getting off the phone, even if I had to hold for an hour. The representative placed me on hold and within about approximately 5 minutes, the representative came back on the line, advising, they located the documents I sent, which included the letter dated XX/XX/2020. The representative then advised that the amount of {$280.00} was no longer valid because I did not pay on time and it was correct that I owed {$410.00} because of late fees. I did not understand this and was told to contact the modification department at XXXX and press Option # 2 for the Work Team. On XX/XX/2020 at approximately XXXX XXXX, I did as advised and contacted the Modification Department with Ally Financial, pressing Option # 2 for The Work Team. The representative informed me that there was nothing they could do, until I made the payment that was due in the amount {$410.00}, which included late fees. I then requested to speak with a supervisor. The representative informed me that they were in a meeting and they were not sure how long the meeting would last. I explained, that I needed to get this resolved and I would hold the line, no matter how long I had to hold. The representative placed me on hold and within a short few minutes, another representative came to the phone, identifying themselves as a supervisor, with the title of Modification Specialist. I explained everything to the Modification Specialist and inquired if my payments could be lowered because I could not afford {$400.00} and {$500.00} payments. I also explained the XX/XX/2020 letter and the inaccuracies. The Modification Specialist informed me that I have two options : 1 ) First option is, in order to lower my monthly payments, I have to make 12 consecutive regular payments in the amount of {$590.00} and to date, I have made 8 payments. 2 ) Second option is to surrender the vehicle under a Voluntary Repossession. The Specialist explained, that if I chose this option, they would take the vehicle to an auction to sell. Even if they get the full amount owed on the vehicle at the auction, the Specialist advised, they would still report to all 3 credit bureaus, that my vehicle was repossessed, which would severely damage my credit and take years to remove. I felt myself starting to get a XXXX. I informed the Specialist the I had to end the call and would think over both options. XX/XX/2020 @ XXXX XXXX- I contacted the Modification Dept, again, to try work out at a modification to lower my payments. The representative advised, they could not approve me for a modification until I make 4 more months of my regular amount, {$590.00}. I explained to the representative, if I was struggling now, how was I going to make payments in the amount of {$590.00}. I really needed a modification to take place today. The rep. insisted, there was nothing they could do. I then requested to speak to a supervisor again. The representative informed me, they could not transfer me to a supervisor. I informed the representative, that the last representative was able to transfer me to a supervisor. The representative then informed me to hang up and call back, because he could not transfer me. I did as such, because I was trying to keep my stress level down. XX/XX/2020 @ XXXX XXXX- I contacted the Ally Financial Modification Dept and the representative advised, they would send a request on my behalf, for a manager to contact me in regards to a modification. I inquired, what was the turn around time for a manager to return my phone call. The representative advised, I would receive a call from a manager by the close of the business day today, XX/XX/2020 at XXXX XXXX ; however, that time had passed, with no call back. XX/XX/2020 @ XXXX XXXX- I followed up with the Modification Dept of Ally Financial on a supervisor/manager contacting me. The representative informed me that it takes 24hrs to 48hrs to get a call back from a supervisor/manager. I ended the call peacefully, so as not get myself upset. XX/XX/2020 @ XXXX XXXX- I followed up with the Modification Dept. of Ally Financial on not receiving a call back from a supervisor/manager. The representative advised that the time frame for a call back is taking longer than normal because they have a high call volume ; however, right before the representative ended the call, he then stated that he apologized that my request for a supervisor to call me, was never put in. XX/XX/2020 @ XXXX XXXX- I contacted the Modification Dept. of Ally Financial once again, because I have yet to hear back from a Modification Supervisor/Manager. The representative informed me, they would enter another request, and to wait 24 hrs to 48 hrs, not counting the weekends, for a call back. As of today, Friday, XX/XX/2020, I really feel that Ally Financial is causing me undue XXXX, by playing mind games, to keep adding charges to someone who is already struggling financially and trying to work something out. I can see if I am purposely ignoring the debt that I owe. I am a XXXX Veteran who fought in XXXX in XXXX for my country. I suffer from XXXX, XXXX, and Migraines as a result of this combat. I can not believe this is how our country, especially Ally Financial, treats our Veterans and we fought for the freedoms you all have. Ally Financial has proven to be a company that is misleading, mistrusting, and they show no compassion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30134
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A