Date Received: 2020-09-24
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: i cosigned for my daughter on XXXX XXXX XXXX XXXX. Loan was thru Ally Financial, XXXX XXXX i believe? XXXX full coverage insurance thru XXXX and gap ins. XXXX XXXX XXXX. On XXXX or very early XX/XX/XXXX it was stolen in XXXX. Everything was turned in. She even tried tow yards. It was never recovered, this was on her birthday. XXXX gave her a rental for a couple of days, we paid rest. They said it was ok. If they were ever late paying, Ally immediately mailed me a bill and i would pay it. It looked like it was off my credit, now full amount is back on with missed payments, i guess since its theft?? On XX/XX/XXXX & XXXX Ally sent me 2 letters, requesting copy of check, we never received it Ally did?? Also want copy of police report. Well XXXX precinct was being set on fire repeatedly, that plus covid, plus not getting paperwork the police say maybe 4 weeks they are backed up, still dealing with XXXX and covid. They have ruined my credit. I just got denial on a cheap little car {$11000.00} at 8 , % interest. My score has always been very high, now its maybe 600. I cant even borrow $ 8-10,000!! I have called so many times, on hold for 1-2 hours, i have emailed, its just run around Ally letterhead stating they are gap insurance company..makes zero sense. They have paid, or srnt form at least, XXXX for personal possessions in car. I am in Idaho, my daughter is in Wa. at this time. Its very hard as there was a XXXX XXXX issue, XXXX XXXX XXXX so she can not go back to get her paperwork and will be divorcing of course. Insurancecwas in her husband XXXX XXXX ' name Ins Claim/, report # XXXX. I really need this fixed. They had been paying on time, paying insurance and GAP..i have been working on this for months. I understand covid, but that goes both ways and XXXX is getting thrashed the police are few and busy. Can you please tell me what to do? Any info would be greatly appreciated. Ally acct # XXXX. Balance due is {$17000.00}. I can send picture of my Statement of Credit Denial, Termination or Change, i just received XX/XX/XXXX. First one in my life. XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX, ID. XXXX ( XXXX XXXX XXXX. Voice mail does not work. My daughter is XXXX XXXX XXXX XX/XX/XXXX. They sent title paperwork to a wrong address, she finally got it, notarized and has been returned. They have title!! I really need help, this is crazy, we didnt get a check. We cant send a picture, it goes to THEM and will send another police report asap. Thank you for your time and any info. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 836XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I applied for and received a auto loan for a used car. Subsequently I received a letter from ALLY Bank referencing credit freeze on my record with XXXX, which I authorized and their letter also reference XXXX XXXX. XXXX reported incorrect credit score and incorrect factors which affected my score as reported by XXXX. I have never heard of XXXX, never authorized them to be used or consulted regarding my credit score. Their information is incorrect and there is no way to reach them without disclosing too much personal information. I do not want to release personal information to a company I have not chosen to use nor one I have never heard of. My credit score is readily available from XXXX XXXX and XXXX I my records deleted from XXXX XXXX. .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80210
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: We were at the end of the loan on a XXXX XXXX when it was in an accident. The person that hit the car did not have insurance and we had purchased GAP insurance with the company. We have been still making payments on time and trying to work through the GAP insurance policy when Ally sends a letter saying that we have not made payments and the car was going to be charge off and it would go on our credit report. We called GAP and they said they needed payment history and a running balance with the payment history so they could make a payment to ALLY. Ally has only sent them the payment history and not the running balance, they claimed they don't do that. We have made payments on time for the length of the loan and are still making payments on the car, all while they are demanding payment in full before they send it to our credit report. Never in the history of banking have I heard of a bank charging off an account while still receiving payment and they know that GAP insurance is still being worked through.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Good Afternoon, I filed a previous CFPB complaint for this problem where I referred to the financing agreement as a reaffirmation, which is what I thought it was : Ally is calling it an Auto refinance, so I am filing a new complaint using the auto refinance terminology. I financed a XXXX XXXX XXXX thru GMAC which was then transferred to Ally bank. The car was titled in Maryland. The VIN number is XXXX. The car and loan were included in a XXXX chapter XXXX bankruptcy. After filing the bankruptcy, I was contacted by Ally bank and asked if Id like to keep the car. They offered to refinance the loan and make it more affordable for me. I accepted the new loan and paid the new loan in full, every payment on time. The loan has been paid in full for more than 5 years. I have actually purchased a new vehicle since then and also financed it with Ally bank and it has been paid in full. The XXXX is in very poor condition and not running. It needs a transmission, among other problems. It wasnt until I tried to dispose of the car that I realized I did not have the lien release. I have been trying to work with Ally to obtain the lien release for over 6 months. I can not properly dispose of the car without the lien release. I have been told by Ally that they have outstanding fees totaling over {$1000.00} from the first loan that they did not include in the refinance. I have been told that they are not attempting to collect the charges because they were included in the XXXX bankruptcy but that they will not provide me the lien release until the charges are paid. I paid the new loan they gave me for the car in full and would not have accepted the refinance offer if the car was not going to be mine free and clear at the end of the loan. Ally has assigned the following case number to this complaint : XXXX. Additionally, Ally can be reached at XXXX option XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34219
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have a car loan with Ally Financial. On or about XX/XX/XXXX, I realized I would be late with my car payment as my business has gone under due to Covid. I called Ally and told them my situation and asked if I could defer the payment. I was told I would have to pay {$840.00} by the XXXX of XXXX in order to get that deferral. They sent me a letter stating such. On XX/XX/XXXX, I sent the required payment, transferred from my bank account. Ally Financial reported my account delinquent to XXXX and XXXX. I called Ally and they said they would leave a note for their supervisor, but I should go ahead and dispute with the credit reporting companies. I disputed with XXXX and XXXX. Today, the results came back from experian, and it says after their investigation, they found it factual, however, now it says my payment was late and not only that it says my next payment is late. Today is XXXX XXXX. My payment is not due until XXXX XXXX, I paid them 10 days ago. Although it is not even my due date it has also been reported as late. My credit has taken a 75 point hit due to this. I have always had an exceptional payment history and now without income and trying to keep all my accounts up to date, this credit hit is keeping me from being able to advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89011
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/20, I received an email from XXXX that my credit scored with XXXX had been reduced by 30 points. When I accessed XXXX, my entire auto loan with Ally had been removed and identified as paid. I submitted 4 emails and proof of the reporting to Ally and asked them to fix this immediately because I am in the middle of a mortgage purchase. I received 4 automated responses to my emails. I finally called Ally and the representative stated that " the credit bureaus are not telling me the truth, that they have NO reason to report my account as closed ''. I asked to speak to a manager but none were available so they sent me to a " consumer help line '' who told me that " this is a KNOWN problem and that it will take 45 days to update the reporting ''. Why is it that they are allowed to negatively effect my credit, which will DEFINITELY stop me from purchasing a home because the drop in my score will effect my interest rate ; but I have to wait FORTY-FIVE DAYS for them to fix what they screwed up? Why do I have to suffer for their mistake?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XX/XX/2020 Ally Bank made me an offer of 1 % interest bonus on all deposits in XXXX. I deposited {$10000.00} in XXXX. I called numerous times in XXXX XXXX XXXX and XXXX to verify this promotion, every time I was told my bonus 1 % would be paid by the end of XXXX. I called in XX/XX/2020 and was told they would investigate my account due to many errors with my and other accounts. I received a call on XXXX XXXX and was told that my account was not eligible. I followed all rules of the promotion and did not withdraw the {$10000.00} until the waiting period was over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: For over a week I have been unable to access my account online. This appears to be a widespread issue with Ally. This online-only institution apparently can't manage to keep a website functional. Clearing cookies and browsing incognito didn't work for both XXXX and XXXX XXXX, which together make up about 70 % of internet users per statcounter.com. For the past week I receive the following error when attempting to access my account : " An error occurred while processing your request. Reference # XXXX '' I contacted Ally a week ago, and again today, and they have no solution or promised fix. I was able to access the account by downloading XXXX and the page properly loaded. XXXX users make up 4 % of the internet market, so this doesn't bode well for the public 's ability to access their accounts for at least a week. This is wholly unacceptable for a financial institution whose only means of access is online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60091
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I was in a car accident and I had my car loan through Ally Financial. The vehicle is a total loss being paid by the insurance and I called Ally on XX/XX/2020 to get the payment date of XX/XX/2020 moved to the end of the month so the insurance could take care of everything. I even recorded to call. I was told that the payment would be moved but that I also had a 15 day grace period in addition to that. Then I get a notice that I am past due. I look today and I am 16 days past due and there are lat efees on the account. I call and the first person just mumbled into the phone and hung up. I got on chat and called back simultaneously. I was told on chat that she found a record of me calling to move the payment but told me it never got processed so I was pretty much out of luck. THe collection person XXXX XXXX or something that I talked to on the phone barely spoke English and I asked her to spell her last name like 5 times and still couldn't understand her. She basically told me the same thing. That it never got processed so I had to make the payment. I asked for a supervisor and she claimed one was not available. I asked multiple times and she refused to offer me a manager. Said she was working remotely and no supervisor is available. I had to make a {$350.00} payment today, knowing that the insurance is paying off the loan and that my payment was supposed to be postponed until the end of the month, which would have given me an additional 15 day grace period into the XXXX of XXXX to have the insurance thing done since the car was a total loss. I was in a severe car accident and this stupid company told me that the payment would be moved and now I am having to make an extra payment that I shouldn't because someone did not do their job on the 3rd. I already had to buy a new car and I was told that this was taken care of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90004
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Did not authorize credit pull
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 364XX
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A