Date Received: 2020-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an automatic payment set up for monthly draft payments for my home equity line of credit that I have had with Ally mortgage for 13 years, previously XXXX. On XX/XX/XXXX of XXXX, I sent in an updated REQUEST to change the bank the payments would be drafted from my account # XXXX XXXX XXXX checking account. I have ALL copies of the agreement, voided check, and their form completely filled out accurately and submited XXXX. On XXXX XXXX, XXXX, in response to my change in 'bank draft ' account number only - I got a confirmation letter from Ally acknowledging same - start draft date was XX/XX/XXXX bank account # XXXX contractual monthly payment ; {$1100.00} - but paying additional principal of $ XXXX acknowledged in writing by ALLY to me. Since I have had that set up for 13 years, never had an issue, I did not go and audit my bank account in XXXX to confirm the payment was drafted. I got a letter from Ally dated XXXX indicating that I was 2 months due on my mortgage. I immediately called Ally and complained regarding the EXACT information and written confirmation from them. I said I want in WRITING a statement from ALLY that I would not be charged a 30 day late and or late payments and I would pay both immediately. BUT - since their service and promises are so bad and my requests repeatedly ignored - I told them I want the letter FIRST as I can see myself fighting them even more once they hit me with a late mortgage payment that was THEIR FAULT CLEARLY. 4 different representatives - all who have referred me to supervisors and then the supervisors have said twice the 'letter to confirm ' no late mortgage payments to me for any kind of late, especially a 30 day late due to the Bank 's ( Ally ) not properly acknowledging and drafting payments they had authorized and acknowledged. i still sit now on hold for 45 minutes but this is another Bank unconscionable act and leaves the homeowners in dire straights during especially such a financially taxing time.
Company Response:
State: MD
Zip: 21403
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid oof my XXXX credit card and closed the account. The company refuses to close my account. My credit reports I owe them XXXX as shown on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: My wife totaled her vehicle on XX/XX/XXXX. XXXX paid out what their coverage provided and my GAP insurance through Ally ( XXXX XXXX XXXX ) did not make a payment in accordance with the coverage they provide. They informed me that they needed proof that no police report had been filed for them to payout the GAP insurance. XXXX did provide me with a letter on XX/XX/XXXX that there was no police report filed at that time. Ally ( XXXX XXXX XXXX ) told me that correspondence was not sufficient and they needed correspondence that there was NEVER a police report filed, not just that one was not filed at that time. We followed up with XXXX, XXXX sent my wife email correspondence on XX/XX/XXXX that no police report was filed nor will be filed regarding her claim. This email correspondence was sent to the Ally GAP Claim department for processing in XXXX. To date no correspondence has been sent from Ally Gap Claims to say that email was not sufficient. It was not until today after seeing the loan with Ally was still outstanding that my wife and I followed up. Ally ( XXXX XXXX XXXX ) informed us today that the email correspondence from XXXX that was sent to them in XXXX, would not be sufficient and that it would need to be on XXXX company letterhead. At this time I feel Ally ( XXXX XXXX XXXX ) is not being forthcoming with what they require to process the GAP claim and are withholding the funds to payoff the loan to the vehicle. I have reached out to XXXX to get the necessary correspondence on letterhead. Had Ally ( XXXX XXXX XXXX ) been clear with what they needed and what would not be sufficient, as well as contacted me in XXXX after they received my " insufficient '' correspondence this matter could have already been addressed. Instead I had to contact Ally, who tells me to contact my GAP provider, XXXX XXXX XXXX, a partner with Ally, to inquire about my GAP claim. XXXX XXXX XXXX then told me today about the correspondence that needed to be on XXXX letterhead and that the email was to be sent to XXXX email. It seems clear that Ally, who tells me to contact my GAP provider, is my GAP provider, as all of my emails go through XXXX email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I called Ally Bank to look into having fees waved for canceled checks, as they were lost in the mail by USPS. Because I misunderstood a question I was asked by the Customer Service Rep, and answered it incorrectly, my account was completely frozen and I have no access to my money at all. I was told I had to wait for a special rep to contact me and that it would take anywhere from 2 to 5 days. This is completely unacceptable, especially during a pandemic.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I received a copy of my consumer report which has ALLY Financial listed as an open and active installment loan account. This account has been charged off and sent to another outside collection agencies over 3 years ago. ALLY Financial refuses to have it removed from my credit report. They are no longer handling the file, when I called into the number provided no one is able to pull up my account. I spoke with a representative XX/XX/20 to have this resolved in she advise that she will have a letter faxed and sent to my current mailing address as removed. I called today in spoke with another representative to see if the request has been submitted in XXXX told me he could not find any account for me or with the account number on my credit report. This matter needs to be removed or updated accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I refinanced my auto loan from Ally Bank to XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX issued the payoff check. It was sent on XXXX to ally financial. Ally financial is refusing to connect us to anyone in the XXXX payment processing center. They admitted that their payment research team is backlogged and they can't tell me where our payoff check is. We have been advised that their customer care group in the US is in a meeting and then 20 minutes later we were advised that they are closed. We have continued to get lies instead of straight answers and can not get anyone on the phone that can help us. They are sitting on a payoff for our loan and after 2 and 1/2 hours, we have to give up as we were placed on hold with no one answering again and we can't get answers on why they haven't applied our payoff but yet we are accruing interest. They have left our loan open even though the payoff has been sent and refuse to send to any department that can help.
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: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ally Financial has incorrectly reported information on to my Credit report On my XXXX XXXX Credit report, Ally Financial has reported that I had 1 late payment in XX/XX/2019 and everything else was on time. However, on my XXXX and XXXX report, Ally Financial reported that I have 2 late payments in XX/XX/2019 & XX/XX/2019. The Kicker is that they reported that I had an on-time payment in XX/XX/2019. It is very confusing and I am not sure what Ally Financial is trying to do to me but all of this does not make any sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33026
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-16
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: On XX/XX/2020 I applied for an auto refinance with Ally. I was approved for the loan on XX/XX/2020, and I received approval email communications from " XXXX '' and " Ally '', along with welcome documents from Ally in the mail the following week. I also received the monthly statement and payment coupon from Ally for my first payment, and I made the first payment already ( it was mailed in check # XXXX ). On XX/XX/XXXX, I received a letter from Ally saying that they cant do loan as agreed because they were unable to verify my vehicle 's mileage. This is absolutely false - I feel this is just a " Bait & Switch '' tactic on their part, and the vehicle mileage is just an excuse.Please see below regarding mileage verification : 1 ) During the loan application process, I uploaded an image of my vehicle odometer to the loan portal. This image was taken on the same day as the loan application, and it has a date and time stamp on it. The loan agent ( XXXX XXXX ) also viewed the mileage image I had submitted and said it was acceptable. 2 ) During the loan document signing process, I signed a DMV mileage verification form, certifying that the mileage stated is correct. This form carries legal consequences if the mileage information stated is false. I would never risk legal issues with the State of CA, by misstating my vehicles mileage. As Ive already provided Ally an image of the odometer, and well as signing a legal California DMV document verifying the mileage is correct, Im unsure as to what exactly Ally needs to verify vehicle mileage. And if verifying the mileage really was an issue, why would it come up nearly 4 weeks after the loan was approved, and Ive already made my first payment? I feel this has nothing to do with being unable to verify my cars mileage. It is just a bait and switch tactic on the lenders parts. At this point, the loan is not showing up on my credit report, and the previous lender for my vehicle has been paid off. My car and loan are in complete limbo. Please help. Thank you in advance for your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
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/XXXX, I made my final loan payment of {$260.00} to Ally Financial. The only amount that was left to pay was {$420.00} in late charges that had accumulated over the years. On XX/XX/XXXX, I notice that Ally had not updated my account balance with any of the major consumer credit bureaus since XX/XX/XXXX so I filed a dispute with XXXX. The dispute alleged that my balance was {$260.00} and not {$2400.00} as currently being reported. I uploaded to XXXX a copy of a letter Ally sent me dated XX/XX/XXXX that stated my principal balance was {$0.00} and late fees {$410.00}. However, upon resolution of the dispute on XX/XX/XXXX, the only thing that was updated was 30 days late payment in XX/XX/XXXX for which I will file a separate CFPB complaint for. Again, I filed another dispute on XX/XX/XXXX regarding the incorrect balance and again on XX/XX/XXXX, the resolution was the same as last time, no update to my current balance. Again filed another complaint another complaint on XX/XX/XXXX and the result have not come back yet. In addition, Ally went so far as to change my XXXX credit report from correct current balance of {$400.00} back to {$2400.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98040
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XX/XX/2020 - I closed 2 " No-Penalty CD '' accounts with Ally Bank. The value of each CD was approximately {$500000.00} ( {$1.00} XXXX total ). XX/XX/2020 - I received the funds for one account only. I logged onto the Ally Bank app and saw that the funds from the second CD ( {$500000.00} ) were transferred to an unknown bank account, which was not mine. I called Ally Bank and I was told that since the funds were transferred to a checking account that did not belong to me, the ACH system would likely detect this and possibly reject the transfer. I was told there was nothing Ally Bank could do and that I should call my bank. I called my bank and they said it is on Ally Bank to fix the error. I called Ally bank again and was told the service rep who initiated the transfer mistakenly entered a confirmation number as the bank account number and that I would receive the funds by the end of the week. Today is Friday XX/XX/2020 and I still do not know where my funds are.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A