Date Received: 2020-05-06
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: Ally acknowledges that they got full payment on XX/XX/2020 of the loan. There was an overpayment of over {$700.00}. I have been repeatedly contacted them for payment of the over payment. Countless phone calls and hours on hold and still no payment. Claim that it will take 15 days. Well over 18 days since payment received and still no payment ... .then get strange check for XXXX cents. No explantation. No money!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30143
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
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 was shocked when I reviewed my credit report and found late payment on the dates below : ALLY FINCL XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I check my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had an auto loan with Ally Bank account number XXXX ; my monthly payment of {$1300.00} was due on the XXXX of every month.I was in a near fatal auto accident on XX/XX/XXXX that resulted in a total loss of my vehicle. I was in XXXX on a XXXX for 12 days. Ally Bank was notified of the total loss by my insurance company ; XXXX XXXX XXXX. On XX/XX/XXXX. My auto loan payment was due on XX/XX/XXXX. Ally Bank received a check from XXXX XXXX XXXX on XX/XX/XXXX for {$67000.00}. On XX/XX/XXXX I received a credit alert that Ally Bank was reporting a 30 day late payment for XX/XX/XXXX and XX/XX/XXXX to all 3 credit bureaus. I immediately called Ally Bank crying. Customer service was atrocious towards me and I Was not able to get this issue resolved. I was told that the {$67000.00} that Ally Bank received on XX/XX/XXXX did " not count as a payment because I was not the one that made it. '' Over the past 15 months I have called Ally Bank at least 15 times trying to get this issue resolved. I have been told so many different stories. On XX/XX/XXXX I thought I had finally made some progress when I spoke with " XXXX '' in the total loss department at Ally Bank. She apologized for what I had been through because of their error. She stated that the processing of the insurance payment was done incorrectly and the payment of {$67000.00} was not back dated to the date of loss of XX/XX/XXXX as it should have been. She told me that she was going to start the process to have the negative information on XXXX, XXXX and XXXX removed and the account updated to account never late, paid in full and closed. XXXX said that there were two parts to this process, what she was going to submit and that I needed to write a letter to their Credit Bureau Correction department as well. ( I have attached that letter ) A couple weeks ago I received a computer generated letter in the mail that this negative information was not going to be removed from my credit because it was accurate. I honestly just gave up for a while. I was physically and emotional destroyed from the auto accident and the aftermath. On XX/XX/XXXX my mother convinced me to try and contact Ally Bank again. I called and spoke with a " XXXX '' in their Consumer relations department after customer service refused to let me speak with a supervisor. The representative again expressed her apologies for what I had been through and that Ally Bank still had not fixed their reporting errors. She created a case and gave me a reference number ( XXXX ) and said that this issue would be resolved this time and that the negative information would be removed from all 3 credit bureau reports. After 15 months I thought, " Finally! '' Well, Yesterday I received the same computer generated letter that the negative information was NOT going to be removed from my credit and that it was accurate. I am attaching my payment history printed from Ally Banks website a year ago. In the fall of XXXX I logged into my account through Ally Banks website. I noticed that they keep changing payment history and dates and now show that the insurance was applied in XXXX of XXXX ; this is completely false and fraud. i have dispute inaccurate reporting with all 3 credit bureaus over 10 times and provided the payment history as documentation and they tell me that Ally Bank is not correcting the information. If you review that dates on the original payment history it is impossible for it to have been 30 days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: CPFB, I am currently an XXXX XXXX member since 2014. Upon reviewing my finance documents both ally and XXXX knew I was in the military and never disclosed to me my rights under the military truth in lending and also the service member civil relief act. -I didnt get a buyers guide -The car was in an accident and XXXX knew -My rights were violated and grounds for the contract to be terminated and the person that has been reviewing my case fired due to being bias and unfair. -As a military member I am protected under the MTLA AND SCRA. This loan is covered under the MTLA due to the gap insurance. I have submitted multiple complaints and they are getting away with it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Ally Financial has been using deceptive practices to collect a debt. They disguise their phone number with a local area code, no caller ID and they do not identify themselves as to who they are. They will repeatedly call from different numbers but will keep the same local area code to mine. Everyday I have to block a new number. I have addressed this issue directly with Ally Financial and keep doing it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-03
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: Hi there, I signed to purchase my first car from a dealership in XXXX of 2016. I purchased a used XXXX XXXX XXXX. Total cost including warranty & gap insurance was {$20000.00} with 10 % interest. The only monthly payments I could afford were the 7 year plan payments. I was approved by ally auto bank. I have been paying on time for over 3 years but ally is saying I have only paid 1/3 of the total balance. With {$1400.00} paid to interest last year how is this possible? I am so confused how 10 % of XXXX ( {$2000.00} ) is now closer to {$10000.00} that I will have to pay? I the cost of the vehicle is 50 % more. Not 10 %. This interest is a mistake or a lie. I am so confused. The bank says I will have to pay over {$30000.00} total by the end. This is robbery. I agreed to 10 %. Not 50 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97124
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX I was financed for a vehicle by Ally Financial. The car was paid in full and was considered closed in XXXX. However, now as of XX/XX/XXXX, XXXX the Ally Financial Account XXXX all of a sudden in reporting on my credit as a REPOSSESION-???!!! I have not been able to reach any one from Ally Financial or the credit bureaus and I am in the middle of financing!!! It is imperative that the account is corrected or removed from my credit all together. I am not sure what is going on but a lot of weird things have been going on since this pandemic has started. On the other hand- I will have to get a common law attorney if the situation is not resolved immediately or if I lose financing because this HUGE ERROR.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94587
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/XXXX of XXXX I paid off my XXXX XXXX XXXX that was financed through Ally Bank. About 2 weeks later we received the title for the vehicle and was advised that we paid more than was was owed. The payment was made to Ally from an escrow account as part of the closing of our home. The payment was made over the phone to Ally bank and my account showed a XXXX balance. We were then advised the the title company had cut a check for more than the amount due and in 7-10 business days we would receive a check for the difference. The title for the vehicle was signed and dated by Ally Bank on XX/XX/XXXX. We called Ally at the end of XXXX to inquire about the check that was owed to us and they told us again that it would be in the mail and we should receive it in 7-10 business day. This same call took place again in XXXX and we never received the check. On XX/XX/XXXX we received a letter from Ally stating that we are past due and have an outstanding balance for almost {$3000.00}. When we called Ally they informed us that the payment for the vehicle was processed incorrectly and that an ACH deposit could not be made from a business account. They didnt process the check ( 90 day check ) until XX/XX/XXXX, three months after releasing the title and showing our account paid in full. Now they want us to pay all the fines and fees for the last four months and they either hang up or never respond to any calls are questions we submit. Our title company is reissuing they original check but Ally wants us to pay for the last few months that this has been outstanding. We need help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80127
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/XXXX XXXX charged my checking account {$120.00}, I immediately contacted Ally to let them know that this charge was not authorized by me. Ally issued a provisional credit to my account for {$120.00}. In early XXXX I contacted Ally about where my dispute stood and was told the provisional credit was permanent and Ally had decided in my favor. Believing the case was decided in my favor, I did not bother contacting XXXX who allows 60 days to receive a refund when you have not used or downloaded their product. If I thought even for a moment that Ally would take this money from my account after telling me the case was decided in my favor, I would have contacted XXXX for the refund instead. Now, because Ally reversed their decision and removed the {$120.00} from my account on XX/XX/XXXX, Ally has effectively removed that avenue of getting a refund. When the charge reappeared on my account I immediately contacted Ally and asked why they removed the {$120.00} since they told me this case was decided in my favor. After calling numerous times and being told I would receive a callback, I could not get a straight answer or a returned call. Each call they told me something different ; on one call I would be told my dispute was open, on another that it was closed and yet another I would be told it was escalated but at no time could I speak to the department that was handling this matter. Finally, I was told that they reversed the charge based upon evidence received from XXXX, so I requested a copy of that evidence. After waiting for weeks I received the information that Ally relied on to reverse my charge and they sent another customer file. Does this mean that my information is in someone elses hands as this information is? This seems very dangerous from my point of view that a bank could make such an error. I contacted Ally again and spoke with a supervisor who asked me to send them a copy of the evidence I received, I guess they did not believe me, so I uploaded this information directly to them on XX/XX/XXXX. That was followed by an email dated XX/XX/XXXX, that had a letter dated XX/XX/XXXX, which Ally claims was mailed to me at that time, but no letter was ever received nor was it sent to my online portal. This letter only magically appeared after I pointed out that the incorrect file was sent to me that belonged to another customer. After reviewing the real evidence that was finally provided by XXXX, I submitted the inaccuracies that were found, they are as follows : 1. XXXX evidence states that at the time of purchase they recorded my IP address as XXXX this is not my IP address nor has it ever been since I have been with the same internet provider Wi-Five for over three ( 3 ) years ; 2. The IP shows XXXX for XXXX XXXX, this is NOT her ISP this is an XXXX XXXX XXXX ISP and XXXX XXXX XXXX is NOT her internet carrier XXXX is ; 3. The IP address that XXXX states in their evidence does not match my cell phone carrier, XXXX proving further that I never authorized this charge, XXXX has been my cell phone carrier for over 9 years ; 4. The XXXX XXXX claims captured at the time of this purchase does not belong to me nor is has it ever been associated with me in any way ; 5. The billing zip code XXXX claims it captured at the time of this purchase is XXXX when my billing zip code is XXXX. Ally is fully aware of my billing zip code so this should have been considered when they thoroughly investigated this claim proving they never investigated this at all and just took XXXX word over their customers word ; 6. XXXX evidence shows that this purchase was made by mail or phone order, however it contains no CID ; 7. XXXX claims that I had pressed a click to accept button at the time of this sale this is wholly untrue as the evidence above shows because at no time did I make or authorize this charge. 8. XXXX XXXX, At the time of purchase, the merchant took measures to verify this transaction. The following information, collected at that time is considered compelling evidence : This is an outright lie and fraud by XXXX and is proven with XXXX own evidence that does not match any of my information ; Ally has failed to even review my evidence that proves I never made nor authorized this charge, Ally still claims that they performed a thorough investigation and that they closed my case this was before this evidence was submitted! How can they claim that a thorough investigation was made when they did not consider the evidence that I submitted on XX/XX/XXXX? Instead of reviewing my evidence, Ally told me to take it up with XXXX. Even XXXX has acknowledged that I have not used their software since XX/XX/XXXX! I have it in a recorded call! Meaning I never downloaded nor utilized this software, meaning I never received the product. Notwithstanding this evidence, Ally has decided to disregard all of the other evidence that was sworn out in my dispute, including : 1. The XXXX software is not even on my computer ; 2. I have not used the XXXX software since XXXX ; 3.I am using the XXXX software that is provided by Ally for free and have been since XXXX ; 4. You can not run two antivirus software packages on a computer because if you did both programs would scan your computer, recognize each other as malicious then try to block, remove, or quarantine each other leaving your computer unprotected, leaving you without any protection at all ; 5. I am XXXX and live on less than {$800.00} a month and could never afford software that cost this much ; 6. XXXX has had two class-action suits involving their charging customers without authorization. It is a sad world when a bank who you entrust with your money does this to a person who is XXXX and living on a very limited income. Instead of protecting their customers, they are siding with merchants who have two class-action suits for this very thing, charging people WITHOUT AUTHORIZATION, yet another fact that they only choose to ignore! Although I contacted XXXX about a refund, since it has been well over 60 days, there is nothing they are able to do to assist me. The back telling me this was resolved removed that remedy from me. I will be happy to provide you with any documentation you wish to see, however, I do not wish for that information to be made public as it has sensitive information on it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX i went online to make a payment. I received my SSD earlier and wanted to get my car payment made. I moved the date to make it come out on the XXXX. I get notifications from my bank and it showed the XXXX had come out 2 times. I called right then. The man said he would expedite the claim. I should have my refund in 7 to 10 days. By mail. LIE. I told him i needed it back by the first coz that money goes for rent. I called again on XX/XX/XXXX XXXX. I was told they had to put a 10 day hold on my payment to make sure it cleared the bank. It came straight out. Said they would get it in the mail. 7 to 10 days. LIE I need this to pay my rent. I called XX/XX/XXXX XXXX Where's my money. It was mailed. Should be there soon. LIE Called XX/XX/XXXX XXXX. Rents due. It was just mailed XX/XX/XXXX. Give it 7 to 10 days. I dont have that long. I asked them to stop payment and over night. Cant do it. I was really ugly. Im sorry. I have also sent 2 emails through the app. One was today XX/XX/XXXX. Now i cant pay the full amount for my rent. Im on XXXX. Limited income.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74012
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A