Date Received: 2020-09-17
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: Due to COVID-19 I received a 4 month deferment on payments, however I continued to make biweekly payments despite deferment. On XX/XX/2020 the online system and statement showed {$2100.00} as unpaid balance, {$9.00} finance charge and {$570.00} late charges, totaling {$2700.00}. Therefore I paid the {$2700.00}, upon completion of payment a notice appeared stating I would receive information on title tracking. My statement showed I had a XXXX balance due for XX/XX/2020, however I never received any information concerning my title. When I went back online there was a {$580.00} late charge balance showing, therefore I emailed Ally asking them how could I all of a sudden owe {$580.00} after my balance was paid early in full. I contact Ally by phone on XX/XX/2020 @ XXXX central time and spoke with XXXX , who didn't appear to be able to assist me and was frustrating my wife, so I requested to speak with a supervisor. I was conected to Ms. XXXX, I asked if she was a supervisor and she stated she was taking supervisor calls. I explained she could review my statement from XXXX, XXXX and XXXX see that the current {$580.00} late fees had been notated after my balance was paid in full, which was not ethical. The online account now stated I owed {$600.00}. I informed Ms. XXXX I had no choice but to pay the {$600.00} to receive my title or continue having charges added. I told her I would pay the {$600.00} and file a complaint requesting a complete investigation. It is unethical and wrong to take advantage of customers because they have no choice but to pay. If those fees were owed the online system would not have recalculated my required payment due to early payoff, and my statement would not state zero balance for XX/XX/2020. Only for {$600.00} to supposedly be owed XX/XX/2020. Modern day theft is what these companies are allowed to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
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 spent over a month calling this company and getting representatives that tell me hey agree they see my payment history and i should not have not one missed payment. They only thing I owe is excise tax, which i never got a copy from my town or the car company. When i call in i keep get a recording and i can not get an American representative one of the reps n the XXXX told me because there is an outstanding balance on the account which i do not owe! My payments are {$380.00} and i have been over paying for almost a year and a half to work on the excise tax as agreed by one of their reps. They are also trying to charge me a XXXX late charge and i am not late! I am attaching all of my payment history which anyone can clearly see there is no late payment in XXXX of 2020 as being reported to the credit bureaus. I am totally exhausted from trying to rectify this matter on my own, I disputed, wrote letters, i made calls and they say they are going to correct my payment history but they do not. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This company is reporting me for being delinquent. I paid for them months and months ago. I reported them to YOU. They said I'm not delinquent. My report literally says delinquent. They're committing fraud, then lying about it, AND YOU DO NOTHING. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I signed up for a savings account with Ally Bank and at the time they were offering a cash bonus if you put enough money in the account. I did that and over a month after the bonus was supposed to come still nothing. I didnt take out more than I invested initially and I followed the rules right on their website and even their FAQ. If there was any rules I didnt follow they were hidden and not even their customer support could find them to give me documentation of what I did wrong. They were just searching for a reason to justify themselves for not giving it to me even after I directed them to their own website showing that I did everything right.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I am submitting a complaint against Ally Financial. I initially filed with the XXXX but they were unable to assist me and they have closed the complaint due to Ally not responding timely. In XX/XX/XXXX I had a total loss from a vehicle accident. I had insurance as well as GAP insurance. In XX/XX/XXXX I received statement requesting a payment of {$460.00} ( this amount was previously my monthly payment ). I was confused as Ally had received payment from both my insurance company XXXX XXXX and my GAP insurance. I tried to look my account up online but they disabled it. I was not able to find it even by searching by the account number. I contacted customer service and he advised me to go online and I told him the account was no longer available to me. He told me well sometimes it takes a minute for them to catch up just wait and everything should be caught up in a month or two. I next received statement from Ally dated XX/XX/XXXX with an amount due of {$100.00} but with a due date of XX/XX/XXXX. Underneath that is listed an amount paid of {$4000.00} with a due date of XX/XX/XXXX and scheduled payment {$460.00}. It further has listed in the comments section that {$1600.00} is still due on the vehicle. Yet I owe {$100.00} on XX/XX/XXXX? It appears they are charging my account as an installment account even though they know the vehicle totaled and the payments were made for the pay off amount. I have no idea where they came up with the amount still owed. I am unable to determine from the documents and statements received what the true actual numbers are and how they applied it against the total payoff. In XX/XX/XXXX and XX/XX/XXXX I received statements that showed I owed zero amount and on the XXXX statement it has a payment of {$1200.00} being paid but yet it still shows in that comment section the amount of {$1600.00} to pay off vehicle. Then in XXXX I receive a statement again stating I need to pay {$100.00} on XX/XX/XXXX. I called Ally he stated he was sending account to be investigated and instead of it being investigated I immediately began receiving collection calls. I explained the situation to the collection person. She then indicated that I was 3 or4 payments behind when I just received an email a week prior that I was 2 months behind apparently their time goes much quicker than the rest of the world. I said I did not understand how I could owe so much still towards the vehicle. She advised that I did an extension agreement in XXXX and XXXX of XXXX and I still owed for that. I stated so -when my insurance was provided the payoff amount they did not include the total pay off amount? I said that does not make sense you should send the total pay off amount of the vehicle as that is what was requested. Ally did finally respond to me from the XXXX complaint, I received about week late. It did not explain what I asked of them about the statements and the inaccuracies. They send me a letter and an account sheet that shows different information than what was on the GAP pay history. In the letter they also stated that as soon as a vehicle is totaled they immediately disable the account. I find that interesting since every employee I spoke with told me to look at my online account and even an emails I received in XXXX and XXXX advised me to look at or make my payment through my online account the same one they XXXX. Also, they know this was payoff for the vehicle why were they still charging me interest, late charges and applying the payoff amounts they received to principal and interest? The amount that was to be refunded back to the dealership which was around {$1200.00} for the maintenance agreement instead of simply taking out of the amount owed on the vehicle they made it appear like a payment on my account and split that across principal and interest. That should have been taken out of the principal or total owed period. The persons argument that the GAP insurance did not pay about {$1200.00} was because the information that I sent them provided by Ally showed an amount of {$1200.00} being applied as a payment to principal and interest - it did not show the amount as a refund back to the dealer so GAP insurance took the amount owed to the dealership out of the payment owed to Ally. Finally, where did that payment amount of {$1200.00} come from that is listed on the invoice? perhaps from GAP once it was realized? But the comments always said I owed over {$1600.00} for the vehicle. Something is definitely wrong with this entire situation. They have affected my credit when I was finally making headway after about five years of diligently working on past debts and ensuring timely payments. Now they have me owing over {$1900.00}. They are treating the account like a monthly payment agreement even though it is a total loss and if in fact I did owe anything I would think they would contact me and try to work out how the rest was be paid. They are costing me money because my car insurance looks at my credit report and I am not able to obtain low interest on anything because whatever they are doing ruined what I have been working towards for over 5 years. Because of this my credit dropped over 30 points when it should have went up after Ally account was shown as paid and no late payments. It is not right, if anything I think I should be owed money due to the confusing billing practices that I do not think are above board and forcing me to lose a lot of hard work I have put into fixing my credit. They are causing me a great deal of stress, lost time to deal with this issue that should not be this difficult. I should not owe any money Ally financial. They were paid by my insurance and my GAP insurance. I would like real explanations of the statements I received. As stated in XXXX and XXXX I received statements that showed I owed XXXX amount and then in XXXX I again owed the XXXX. I want to know all payments received, how they were applied, if they were applied correctly and how they came up with the amounts that I owe. I want the account to show a XXXX balance and show it in good standing without any late payments because I never paid late. If I felt Ally was being above board on what is owed on the account I would not have an issue, the problem is I think they are trying collect additional money from a mistake they may have made I do not know really. Please review the attached documents and advise if you need anything further from me. Attached : the XXXX complaint, Ally late reply to XXXX complaint, payment history for GAP provided by Ally, billing statements XX/XX/XXXX through XX/XX/XXXX, email advising me to go to online account that Ally disables as a matter of practice but their customer service or auto email info does not know about.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: On XX/XX/2020 I called Ally Auto to request a loan modification to lower payments due to a loss of hours and revenue due to the Pandemic. Upon calling Ally the representative I spoke with said there was nothing in the records that showed I requested a loan modification in XX/XX/2020. I then asked to speak with someone else possibly a manager and they gave me a number to a different department to call. I hung up and called the other department and spoke with some who said they located the loan modification request and I asked why it was never honored by Ally? The rep told me that I never paid the {$68.00} to have the loan modified, I have never paid to have a loan modified before and now they are requesting a full payment for an extension. I asked the rep can we apply for a new loan modification nothing has changed in circumstances since XX/XX/2020 when I applied for the first loan modification and the rep said that I was denied. We attempted again and still a denial but I never received a reason for denial and the rep did not tell me why as he could not see the reason why on his end. The series of questions that are asked and the answers I gave makes us qualified for the loan modification but they refuse to offer it with no reason why. I feel that Ally is not truly willing to work with us and that will allow us to pay and keep a good standing with the organization. The continuous denials for modification during a troubled time and I need help dealing with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-12
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: I being XXXX American was given a high interest rate on a new vehicle by Ally Bank which I read in a consumer report is predicted toward XXXX Americans and XXXX. I was pressured into false sales tactic dealer Im unable due to COVID-19 to make high payments on my car I purchased from XXXX XXXX dealer I had a trade-in and still had high interest rate with good credit score of XXXX Im feel Im being targeted please help me resolve this matter. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Shortly after purchasing the vehicle I canceled all extended warranty products the funds were sent immediately to Ally financial then I made a few payments after that was done. then to check every month my account the next payment due date was XX/XX/2021 every time I logged on to the website to make a payment it was {$0.00} payment due XX/XX/2021 however they tacked on finance charges for every day and month after month when there is no payment due each month till 2021 how can you charge finance charges when theres no payment due. Then the coronavirus pandemic hit with quarantine for five months..now no job no income still had no payment due but theyre still charging me finance charges theres no help for that either. I just recently spoke to three representatives they could not help me was transferred to a supervisor she stated also theres no help with the finance charges I totally disagree with this if theres no payment due how can you charge me finance charges Im hoping that you can help me with this. If any further information is needed I will gladly send you anything and everything. Thank you sincerely, XXXX XXXX XXXX im also going to add a reference number the representative gave me from Ally Financial to dispute this problem reference number XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33756
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On XX/XX/2020, a request ( see attached ) was sent to the creditor to dispute the debt. In the letter, the following was requested : Proof of my agreement to pay the debt A copy of the final account statement from the original creditor A breakdown of the total amount due, showing principal, interest, and other charges For all other charges, the date of and basis for each charge Description of the chain of title from the original creditor to present debt owner including date of assignment Records reflecting the amount and date of any prior settlement agreement reached regarding the debt On XX/XX/XXXX, Ally replied with the attached letter. This information was not a verification that I indeed owed the debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-13
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I have tried on a number of occasions to work towards to getting this amount due settled. The first payment was made by GAP and another payment made by the extended warranty. I was still negotiating with the insurance company. Additionally, I requested Ally to pick up the vehicle. prior to the scheduled vehicle pick up. The vehicle was towed by the city. I continued to made a constant request to pick up the vehicle. After 4 months of calling Ally customer service- the CSR stated they will not pick up the vehicle if damaged. Ally had knowledge of the damaged vehicle. The vehicle was not picked up by Ally and left at the impound. I was sent a letter on XX/XX/2020 informing me the vehicle was not picked up. Charges were assessed interest daily on the account. I called to make arrangements for the charge off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2020-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A