Date Received: 2020-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, Provident Title sent final payment to Ally on my home loan totaling {$640000.00} when the outstanding principal balance of {$630000.00}. On XXXX, Ally sent a refund check from the escrow account of XXXX. On XX/XX/XXXX, I requested a reconciliation from Ally related to the final payment as the refund check was less than I was expecting. On XX/XX/XXXX, I received a payoff letter that showed interest through XX/XX/XXXX, even though final payment was sent XX/XX/XXXX. On XX/XX/XXXX, XX/XX/XXXX, and XXXX, I requested reconciliation of the final payment as the payoff letter was inaccurate. As of the filing of this complaint, I have not received a response from Ally regarding a reconciliation of the payment received by them on XX/XX/XXXX. Sufficient time has passed for this financial institution to provide an accounting of the mortgage and related escrow account. Ally 's actions are unacceptable and are indicative of embezzlement and fraud.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have contacted Ally Financial several times over the last 6 months and asked them to accurately report my account information to the credit bureaus. my credit reports reflect {$52000.00} balance and my actual balance is {$49000.00}. this has been going on for months. they are also reporting 30 missed/ late payments which is incorrect. I have only been late 1 time. Ally representatives keep telling me I have to wait 45 days for them to investigate it. it has been 6 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77590
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I tried to open an Ally XXXX account approximately a month ago due to an online cash promotion. My new Ally XXXX account was subsequently closed on XX/XX/XXXX, despite my fully complying with all of the company 's requests for identification documents. I went above and beyond what is required by FINRA for opening an account ( see below ). It is my belief that the company is engaging in discriminatory practices by requiring me, a XXXX American, to provide more identification than is required by FINRA. For example, I have provided a copy of my social security card, my U.S. passport, my cable bill, my credit card statement, my XXXX IRA bank statement, etc. How many other new Ally XXXX customers have to submit those identification documents? Also, I submitted a cable bill to Ally XXXX on Friday, XX/XX/XXXX, but Ally XXXX sent me an email claiming that I submitted the " acceptable document '' on Wednesday, XX/XX/XXXX, and that because of the delay in sending the cable bill, my Ally XXXX account was closed! I have documented proof of my emailing my XXXX cable bill on Friday, XX/XX/XXXX to Ms. XXXX XXXX, a " specialist '' in " Executive Customer Relations '' of Ally XXXX at XXXX. Information from FINRA 's website : -- " What to Expect When You Open a Brokerage Account If you're reading this, you may be planning to open a brokerage account. You may wish to invest for your retirement or a child 's education, or simply to try to grow some cash you have set aside. This publication explains what to expect if you do decide to open a brokerage account, including what information you will be asked to provide, what decisions you will be asked to make, what questions you should ask your registered financial professional and what your rights are as a customer of a broker-dealer firm. Information You'll Be Asked to Provide When you decide to open an account, there will be paperwork to complete. This will include a new account application, which broker-dealer firms may also call a new account form, account opening form or something similar. This application form will require you to provide some information about yourself, as well as ask you to make certain decisions about your account. As explained in more detail below, a broker-dealer firms registered financial professionals use this information for several purposes, including learning about you and your financial needs and meeting certain regulatory obligations. While it may take a little time to fill out the application, it is important to answer the questions on the application accurately. So, be sure to read the application and the accompanying agreements and other documents the brokerage firm gives you carefullyand ask questions about anything you don't understand. In a new account application, along with other information, you'll likely be asked to provide your : Social Security or other tax identification number : The rules of the Securities and Exchange Commission ( SEC ) and Financial Industry Regulatory Authority ( FINRA ) which regulate the securities industryrequire brokerage firms to ask for this information for several reasons. Like banks, credit unions and other financial institutions, brokerage firms must report to the Internal Revenue Service the income you earn on your investments. In addition, under the USA PATRIOT Act of 2001, financial institutions may use your Social Security number to verify your identity when opening brokerage accounts in order to help prevent money laundering and XXXX financing. Driver 's license or passport information, or information from other government-issued identification : This, too, can help your registered financial professional comply with its obligations under the USA PATRIOT Act. Employment status, financial informationsuch as your annual income and net worthand investment objectives : Collecting this information helps your registered financial professional to fulfill regulatory obligations. For example, if your registered financial professional is recommending investments to you, SEC and FINRA rules require that your registered financial professional collect this information. In addition, the information can help your registered financial professional determine suitable investment recommendations for you. Note that the terms used to describe investment objectives often vary across broker-dealer firms and new account applications. You might hear terms such as " income, '' " growth, '' " conservative, '' " moderate, '' " aggressive '' and " speculative. '' If you don't understand the distinctions among the terms, ask your registered financial professional to explain or give examples. Make sure that you describe your financial goals, how much risk you are willing to take with your investments and when you expect to need access to the funds in your account as comprehensively as possible. Trusted contact person : Effective XX/XX/XXXX, new account forms may include a section asking you to provide information for a trusted contact person. Your registered financial professional might ask for this information in a conversation or via email as well. You should expect to be asked to provide the name, address and telephone number ( s ) for a trusted contact person that your firm may contact about your account. While you are not required to provide this information to open an account, it may be a good idea to do so. By choosing to provide this information, you are authorizing the firm to contact such person and disclose information about your account in certain circumstances, including to address possible financial exploitation, and to confirm the specifics of your current contact information, health status, or the identity of any legal guardian, executor, trustee or holder of a power of attorney. You also will receive a written disclosure from the firm that lays out these details. Be accurate when you are providing the information requested on these forms. Your registered financial professionals will use the information to understand your financial needs and to meet certain regulatory obligations. '' --
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: THIS IS INSANE. 4 months ago my car got wrecked. These clowns never once showed me money was due to me. I called them repeatedly I showed them my new address repeatedly. So then they reported me as delinquent on the money owed. For a debt they never proved existed. I paid the debt *over two months ago* then they reported back to the credit agencies the credit was good/great. Then on XX/XX/XXXX, so a full six weeks after paying them off for the debt they never proved *they reported me deliquent again* I even have a letter from them dated TWO MONTHS AGO SAYING THE ACCOUNT IS CLOSED. I'm being reported deliquent twice for a non-existent debt. I have called them, I have wrote them, I have contacted all three credit reporting agencies. PLEASE ACTUALLY DO SOMETHING
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48236
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Money was taken from your bank account on the wrong day or for the wrong amount
Subissue:
Consumer Complaint: Bank : Ally Financial ( Spouse is deceased ) Auto loan was paid in full {$7700.00}. Payoff at the time of payment made for payoff was {$7300.00}. Ally Financial owes me {$390.00}. I have emailed and called them since XXXX third. I have payoff from bank who paid them and I have Ally Financial paid in full letter which is some what vague. I have been contacting them since XX/XX/2020. Ally lied and said they sent the check. They have had me repeatedly calling them. Each time they cancel the previous check they sent out. It is a cycle to prevent from paying me the money owed. I need the money owed to me from Ally Financial. They have cancelled the check 4 times and refused to provide the check numbers. Each time I call their XXXX XXXX XXXX it routes me to XXXX call center where you know you will not receive a response. Not allowed to speak to anyone in US. Scam and fraudulent practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I entered into a deferral agreement on my two vehicle loans with Ally in XX/XX/2020 due to the affects the Coronavirus had on my business at that point in time. Attached are a copy of the confirmations for same. Ally had reported the accounts delinquent in violation of the CARES Act which requires that a financial institution continue to report accounts in a current status if they were current on XX/XX/2020 and some type of accommodation has been made or to report the account in the same delinquency status on the account tradeline if it was delinquent as of XX/XX/2020 and not progress the delinquency. Ally has caused me substantial damages by reporting my account delinquent. My credit score has fallen significantly, which has not allowed me to get another vehicle loan when my vehicle has needed repairs. I was also in the process of getting a Mortgage for a new construction loan for a new house. This has now had to be cancelled. I have contacted Ally directly numerous times, and while they escalated it once I expressed my rights and requested an AUD be files, they have yet to respond to my requests for immediate resolution and or a satisfactory resolution. I respectfully request that Ally file an AUD to cure this deficiency immediately to mitigate my damages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29611
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Let me start by briefly explaining the problem. We recently went through refinancing our home with Ally Bank. After we signed all the paperwork at the closing on XX/XX/XXXX, Ally called me in the afternoon of XX/XX/XXXX, the day the loan was to fund informing us that we had to pay an additional {$350.00} for a lock extension or they would not fund the loan. We felt very pressured and bullied into being forced to pay this fee at the last minute in order to avoid either additional rate lock extension fees or the whole loan being cancelled. We don't believe we should have been forced to pay this fee after we had already signed all the paperwork at closing. Now for a little more context. Time leading up to the loan application getting approval from underwriting : During the rate lock period when Ally was collecting information, there was a period of time ( about 1 month ; XX/XX/XXXX to XX/XX/XXXX ) where they did not specify specifically what piece of information they needed with respect to a lawsuit. They requested something along the lines of " documents related to the lawsuit. '' I told them I didn't have anything, and asked what they needed and/or why. This was around XX/XX/XXXX. We didn't hear anything from the bank about the progress of the loan other than the portal showed it was on track. I contacted them by phone and through their online portal about the loan, but never received an indication that what they needed was a copy of the complaint. Finally, around XX/XX/XXXX, they indicated they needed the complaint. I didn't have it at the time but submitted a copy of the settlement. They said this would not suffice and said again I needed to submit the complaint and finally explained why to show that I was in fact the plaintiff, not the defendant. I then asked my attorney for the complaint and then submitted it to Ally Bank. Because they did not have the complaint the loan application would not go through underwriting and as a result the rate lock was set to expire the day before closing. Had Ally indicated they needed the complaint back in XX/XX/XXXX, I could have gotten them what they needed sooner, but they did not provide me with a specific indication until late XX/XX/XXXX. Time leading up to closing : Prior to closing they informed us that we would need 6 days of extension to cover the time to the funding of the loan. I told them I didn't think I should have to pay because we had provided everything they requested in a timely manner. Ally said they would check to see if Ally would cover the fees. Then the day before closing they said Ally would cover {$250.00} and we would need to pay the remaining {$350.00}. I said that was not right and asked to speak to a manager who was capable of making decisions and was denied. I did later receive a call from XXXX, she said she would relay the message and call me back about the issue. I never received a phone call back or any message through the portal, but I did get an email which unfortunately went to my junk email. The email said that Ally would cover {$250.00} but we would need to cover {$350.00} and then asked what we wanted to do. She did not call that day, and she did not call the day of the closing or in any way attempt to follow up to see what we wanted to do. Day of closing and post closing : I logged into the Ally portal the morning of closing and saw that the lock had been extended and that the closing papers that were available did not have any charge for a lock extension. So I had assumed Ally was covering the fees. We proceeded to go ahead with the closing. About an hour or so after we finished, Ally called to ask if we had any questions, about the closing. We said we already closed. She did not mention anything about us owing additional money for the lock extension. Then two days after closing ( on theXX/XX/XXXX ) they apparently posted to the portal a changed closing disclosure notice that had the fees, but they did not call to let us know that it was posted. Then on the XX/XX/XXXX the day the loan was supposed to fund, they called to tell us about the changed closing disclosure and said if we don't sign now and give them {$350.00} they would not fund the loan. I still feel they are solely responsible for this fee. Plus, the fact that we had already closed and the fee was not listed, they shouldn't be allowed to hold up funding unless we pay.
Company Response:
State: TX
Zip: 75032
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: XX/XX/2020 applied for covid relief with Ally Auto financial and was granted a 60 day period that would be applied to the end of my auto loan. Paid XXXX and XXXX payments but they are telling me there is a {$530.00} past due balance of interest for the deferral period which they will not move to end of loan like covid relief agreement stated. I am still unemployed at this time and they refuse to grant me any additional deferrals until I pay this past due interest balance. I did good to pay the car payments for two months since they refused to grant any future extensions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Ally Home Loans. Escrow amount being collected is 77 % too high. {$780.00} vs. {$440.00} These are numbers calculated by the *mortgage lender themselves* in two different closing dis closures. The higher amount on a closing document dated XX/XX/XXXX and sent before closing. The lower amount on a second closing document dated XX/XX/XXXX and sent AFTER closing. The mortgage lender noticed their error after closing occurred and sent me a 2nd " final '' closing disclosure after closing papers were complete. However, the mortgage is being serviced with the 1st final closing disclosure still. If they used their own 2nd closing disclosure, we'd be done here. I have their document saying that they need to fix it, but not the fix from them. It is now 38 days on. They do not respond to my email or phone calls anymore- they have not since XX/XX/XXXX. History On XX/XX/XXXX they sent a final closing document and instructed me to wire the amount in the document immediately to make sure it was there before closing. On XX/XX/XXXX, they wired an incorrect and insufficient amount to my closing. I was unable to close on the transaction. They gave an incorrect wire transfer tracking number while reporting to me and the title company verbally as well as in writing that the correct amount was sent. At XXXX XXXX EST on XX/XX/XXXX they sent this XXXX " final '' disclosure that still remains a problem On XX/XX/XXXX their error in sending a wrong closing amount was caught by the title agency. The mortgage lender indicated in writing that they have sent the remaining funds in the meantime. On XX/XX/XXXX, a manager got involved and reiterated in writing that they sent the remaining funds on the 3rd and provided a wire tracking number in the same email that began with the date of the 4th. Then proceeded to deny any errors were caused by them- while blaming it all on others. They have gone silent since then refusing any further interaction including this correction.
Company Response:
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: About XX/XX/XXXX I called Ally Financial and asked for financial assistance as the Coronavirus was clearly going to impact the country and a part of my income. Ally Financial said that they would put the car in a 120 day forbearance. They told me that I could have also done this online quickly. The lady informed me ( before we hung up ) that it may take some time to process as the country is in a unusual emergency. I went online a filled out the form anyways. I got some phone calls over the next couple of weeks but dismissed them as the lady instructed me to do. During this time I kept doing independent work. In XXXX I called them about the forbearance around XX/XX/XXXX when it was supposed to end. I was hoping to have a conversation about getting back to full payments. Instead Ally Financial put the car in default last month and there was not much I could do other than appeal I told the customer agent to appeal. He did tell me that it looked like two forbearances were filed ( one for less than 120 days ). He said it would be some time till they got back with me. This was understandable. He said it would probably go through since it looked like a simple miscommunication. In the later part of XXXX I call Ally Financial back and they told me that the appeal was denied. They stated that the car must be paid in full or they would start the repossession process. I tried to get a supervisor of the phone by the name of XXXX XXXX. In the last week of XXXX I left 2 voicemails on his phone. I never got a return phone call with a message. Approx. XX/XX/XXXX I got a call from Investigator XXXX with a company called XXXX XXXX saying that they are starting the repossession process. I did return a phone call and state that I would be filling with the Minnesota 's Attorney Generals office. during my research I found out that the Federal Trade Commission and the XXXX XXXX XXXX would also be good places to file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A