Date Received: 2020-07-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX the vehicle I least was involved in a total loss accident. On XX/XX/XXXX the insurance company sent XXXX to Ally Bank for a payoff. On XX/XX/XXXX Ally posted the payment. On XX/XX/XXXX I contacted Ally to pay the XXXX deductible, and was told by Ally to wait till the account was finalized because the amount may be adjusted because of the Gap insurance on the lease. On XX/XX/XXXX the account was charged off as bad debt for XXXX saying my account was delinquent for two months, it was not delinquent. My credit dropped 50 point just as I am in the middle of a refinancing on my home. When the account showed up on my credit I immediately paid the XXXX and I still have no idea why I was billed. I have asked Ally to send me a breakdown of the bill and also correct my credit report and have been told by 3 different operators, they dont do that and all they can send me is a paid in full bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: As of XX/XX/2020 my XXXX XXXX XXXX and XXXX XXXX report shows a increase of XXXX just added to my report through Ally Financial. I called Ally financial XX/XX/XXXX & XXXX Th 2020 at XXXX XXXX and XXXX XXXX. Ally said there are no late payments and that they will file a dispute but will take 45 business days! My score as of XX/XX/XXXX Th 2020 is XXXX! If this increase of XXXX through ally financial was not appearing my score would be in the 700 s and I have not been late one time with them all these years! Why is this saying this if ally said in their end they see no increase of XXXX nor have I been late?! This is impacting my ability to have a higher score and it's not EVEN my fault ; (
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX we closed refinancing our home mortgage and the funds were transferred to our old mortgage company, Ally Bank. On XXXX I discovered that Ally Bank was not showing the mortgage paid off. I then began reaching out to both companies to get it resolved. Through calls they have confirmed for me they received the funds but they were not applied correctly to my mortgage due to the an error in the wire transfer not including the account number in the routing number. On asking what needed to be done to fixed told it would not be a problem to correct. Two weeks later and many phone calls I continue to be told the right people are working on it but no one can provide me time table to resolution or any clear next steps when to expect progress on correcting the issue. I have included below a summary as best I recall of the activities. Until the last few days I was not keeping the log real time so some dates may be in error but it is very close to the activity. Will also attach the wire transfer confirmation that was sent on XX/XX/XXXX to Ally Bank. Called on XXXX to see why loan not payed off, was told not received and to reach out to new lender. On XX/XX/XXXX got wire confirmation from new lender. Called back to Ally and explained have the wire confirmation. Was given email to send it to and told they would correct. Sent payoff information as advised on XX/XX/XXXX including PDF of wire transfer confirmation Believe on XX/XX/XXXX reached, Be (? ), was most helpful who finally determined issue. The routing number for the wire was wrong so they received the funds but it did not route to my mortgage correctley Told escalated to her supervisor and to payoffs supervisor. Multiple calls ever ~2 days always told in good hands and being worked. Did not document these well. On XX/XX/XXXX talked to XXXX, again confirmed the transfer was received but had account number wrong. Was sending again to payoff department, committed to call me back within a day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98033
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Ally lost rent checks XXXX houseXX/XX/2020 XX/XX/20 Called because deposits were put into my sons account. ( same name and address ) They said to call the next day and get a case ID. The deposit was for XXXX. All sent in the same envelope with deposit slip. Checks for XXXX, XXXX, XXXX were deposited, but 2 checks are missing for a total of XXXX. ( probably XXXX and XXXX ) Money orders They said to talk with someone from exception processing. ( about one hour call ) XX/XX/20 Called again. Refused to give case-ID. Put on hold a number of times. Expect to have check numbers etc. Would not allow me to talk with someone in ( exception processing ) XX/XX/20 Called again. Customer service agent # XXXX ( very helpful ) Case-ID need for it to be 10 business days to fill out a form. Maybe in suspense. XX/XX/20 Tenant sent me copies of the checks ( tenant ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Money Order post office XXXX XXXX Money Order post office XXXX XXXX ( missing ) been sold but not cashed Money Order Post office XXXX XXXX ( missing ) been sold but not cashed Post office XXXX Case ID # XXXX, XXXX Talked with customer service again, Case IDs created. Emailed a copy of the checks to Ally via the safe message. XX/XX/20 Checks from XXXX account deposited into mine. Still missing two checks. Talked with customer service. Wanted me to go to see if those checks were cashed at the post-office? My tenant might have to go to the post-office again. Case-ID XXXX Can you have the same case worker on it? Can I speak to your supervisor? Checked with the Post Office and the Money Order has been sold but not cashed. XX/XX/XXXX Called again, checking with back office on the deposit. Speaking with XXXX at research and development. They want me to have the checks placed on a stop payment. Then re-issue the checks. Now talking with a supervisor. XXXX is the name of the supervisor. Can not do a stop payment on a money order. Takes 30 to 60 days to investigate the loss XXXX processing fee for each new money order Should be a paper trail. XXXX CASE-ID They are going to investigate it and call me. Max 5-6 business days. Example : Physical deposit slip was enclosed with the 5 checks. The deposit slip listed the 5 amounts and if there were only 3 checks, something should have been noted at that moment. XX/XX/XXXXReceived email from Deposits ECR. They basically take no responsibility for anything. Basically saying sorry, but did not answer the questions I asked. Now calling again. On hold again like all the other times. No resolution. Now I have to take additional steps to resolve, Ally takes no responsibility. Legal action now being considered plus reporting to XXXX etc. Sending them a copy of this. Process is not complicated : Someone from Ally opened the envelope that was mailed with the 5 checks and deposits. ( I am sure its in their notes ) When you have a deposit slip that lists 5 checks and only 3 are there you would put that in the notes. ( nothing is listed to my knowledge because they dont share the information ) What happens now with the physical checks, envelope? Paper train. Bottom line ALLY takes no responsibility and does not answer the questions I have asked concerning lost checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92119
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
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: Previously have filed 2 complaints as Ally financial first held the payoff and now has no idea with what they did with the title for the vehicle that has been paid off. Complaint filed on XX/XX/20. Ally has done nothing but now calls and tortures us since we filed a complaint. We are getting called after hours XXXX XXXX by XXXX who does not have a last name just to inform us that he has no information and that the person looking at our file is out of the office. He was just calling so that he can document that he called. When asked again why he is then calling us he yelled, talked over us and we were advised that a supervisor was not available as it is after hours we had to continue to ask for the information and XXXX hung up on us. We called back and again asked for a supervisor 's info we were told it is XXXX and then he tried to give us a general automated #. XXXX 's direct phone # is XXXX He doesn't actually have the ability to look at or resolve anything though he also said he reviewed the information so I am not sure which is true. If you ask anything he laughs at you and is condescending. He will also hang up on you. His supervisor XXXX is XXXX. Not available but we can leave a message.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ally Financial has repeatedly reported my auto loan as late although I have made the payments on time. What I have not paid - and repeatedly asked Ally to waive - are about {$1500.00} in late charges. Ally is reportedly me late - unbeknowst to me - because if these late charges and not because of late payments. My account has been paid on time for the past 24 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I am the financial power of attorney for my elderly father. I am appalled at how poorly this company handles legal documents. My power of attorney has been faxed to Ally financial 3 times. And they claimed to have lost it 3 times. My father had bought his granddaughter a used car. And she was paying the monthly note on the vehicle. The loan is through Ally financial. They would refuse to accept her payments over the phone and hang up on her. Even after being added as a authorized person ok n the account. When covid 19 started at the beginning of the year she received a letter from Ally that they could defer payment due to covid hardship. In Late XXXX she was laid off because of covid. She called them to ask for hardship assistance. They told her that they could not talk to her about the account and hung up on her. She tried many times to resolve this issue they denied her access to bill pay option. when she had money to pay them. And on XX/XX/2020 a unmarked tow truck with no info or dot numbering came and took her car. The tow people wear rude hostile refused to give a business card. They told us not to call the police until 15 mins after they left. Which sounded shady. Plus they didn't show any paperwork or documentation. I also learned that this company has been doing a lot of this and has a lot of lawsuits towards them during covid 19. Also besides the monthly statements we never received a certified letter. Just the one the is uploadedthat is dated XX/XX/XXXX. That we received on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: My mother purchased a vehicle in XXXX and I was the co-signer. My mother is deceased in XXXX and took up payments. Ally Financial is reporting incorrect dates of the account Ally reported the account opened XXXX. The account opened in XXXX. The account is in my mother 's name and needs to be removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Vehicle was deemed a Lemon under NJ statutes, I was told I did not have to pay for the vehicle while under attorney protection. Ally continued to call & harass myself and my father, while attempting to repossess the vehicle. Ultimately, the vehicle was totaled in a crash. Now, trying to get in touch with someone at Ally has been an absolute joke. HOURS wasted on the phone, on hold, the wrong people transferring calls, payments misdirected, absolutely abysmal. The astronomical amount of XXXX and laziness shown by these people have prevented me from closing on a house. Because I need this matter to be cleared, myself, my father, and my insurance company have been trying non-stop to get someone with half a brain to get moving on this. There have been MAJOR issues with Ally and the handling of this. Their Total loss department was contacted by my insurance company on XX/XX/2020 to initiate the loss. It wasn't until two weeks later my insurance company called them to find the status and they didn't even begin the process!! The Gap insurance company has NOTHING from Ally and I had to open the claim myself ( which is Ally 's responsibility ) just to find out Ally has done NOTHING as well for the Gap payoff amount. My father took the initiative to pay off the payments that were in question ( in order to show the account is in good standing to allow the house lender to close ) and they screwed up where the payment went!! Now, their XXXX caused another delay which is preventing the close on the house. Their customer service staff is completely useless in every way and now I will be without a home as I need to be out by XX/XX/XXXX, and the closing was supposed to be a week ago. If I can not get into my new house by Friday the XXXX I will unleash a lawsuit on them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
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: With the pandemic, Ally gave me 3 months with no payment, or late charges.it is showing a 26 point drop on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A