Date Received: 2020-04-01
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Ally Bank received the payoff from the car dealership for my car on XX/XX/XXXX. It is now XX/XX/XXXX in the car is not reflecting has paid off. It is also reporting negatively on my credit. This situation also it's allowed me to fund another car loan because I had too many active car loans showing. I specifically want three things, for the loan to be reflected as paid off immediately, for the negative reporting of my credit to be corrected, and to be compensated for my time and frustration. I'm not looking for huge amount, but something that is fair. Ally Bank claims that the payoff was sent to the wrong address, although on the internet it clearly shows the address where the payment was sent as the correct address. Regardless, it's all the same company in to take two weeks to reflect this car haven't been paid off on my account it's inexcusable. Again, I will reiterate, if in fact it was sent to the wrong payoff address, it was sent to a payoff address. Certainly Ally Bank must have means to correct this within 2 weeks ( I have all documentation proving the date of the delivery of the payoff check to Ally, gladly will share upon request ). I think the worst part of this entire ordeal has been the utter lack of concern by Ally Direct to correct their mistake. Really sad to see they are buying another bank to spread their horrible customer service to a bigger geography.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage provider failed to pay an insurance account for which they were responsible. As a result of their failure to pay the account and their decision to snail mail me all notifications in relation to this account, my policy lapsed and could not be renewed for the full year. Thus, I did not have coverage and was charged by the mortgage provider for gap homeowners insurance at a monthly rate of approximately 5 times the market rate. My mortgage provider claimed erroneously that I was responsible for the insurance payment ( they are clearly the 1st mortgagee on the paperwork ) and claimed they were holding my escrow to pay my flood insurance, which I am responsible for and renewed in a timely fashion. The timeline of events is as follows : Early XX/XX/XXXX : I begin getting reminders from my flood insurance and homeowners policy providers that my policies are up for renewal and that I need to pay them. Assuming the bank is aware that they are responsible for my homeowners insurance, I pay the flood insurance. My bank, without notifying me, rejects my homeowners insurance providers request for payment, cancelling the policy while in possession of my escrow money. Late XX/XX/XXXX : I begin receiving requests for proof of insurance from my mortgage provider ( via snail mail ). Assuming that this is an issue with the flood policy, as they should be the primary contact and responsible party on my homeowners policy, I call the bank and my insurance broker and arrange for the appropriate documentation to be submitted. The bank acknowledges the receipt of these documents and tells me the matter is closed. Mid-Late XX/XX/XXXX : I receive notice that there are further issues with my insurance coverage from my bank. I am puzzled and assume that this was sent via snail mail prior to my call until I receive another notice later in the month. I call the bank assuming this is a mistake ; the bank informs me that they have canceled the policy and maintain that they are not responsible for the homeowners insurance but rather the flood insurance ( a payment I had made and documented with them already XXXX. I renew the insurance myself out of my own money. The insurance company informs me that they can not cover the original time period as the window to do so has lapsed, so they will only cover the policy on a go forward basis. I was not aware this would cause further issues at the time. I then request the bank return my escrow balance, which they do by the middle of XXXX. XX/XX/XXXX : The bank informs me that they have charged me for the gap insurance for the month where I was not covered due to their incompetence. The premium for the month is exorbitant -- {$1100.00} or approximately 5x the original monthly rate of {$230.00}. I contest this charge with them and request that someone from their executive team calls me. I receive no communication from them. XX/XX/XXXX : My insurance provider cancels my policy again for lack of payment as the renewal payment I made in XXXX was lower than it should have been due to an issue with the application my insurance broker submitted. My bank refuses to pay my insurance providers, so I am forced to again pay for the insurance and renew the policy. This time no gap coverage is needed. I change myself to the primary mortgagee on my homeowners insurance policy.
Company Response:
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I looked at my checking account today and I noticed that there was a electronic bill pay check written under my name to an unnamed source. The check was under my name and address.This check was dated on XX/XX/2020 and posted XX/XX/2020 I called my bank provider ( ally bank ) and after an hour or so conversation was able to open up a dispute on the charge. They also closed my old checking account and transferred the remaining funds to a new one for me. They said the would get back to me within 10 business days and to call the company ( XXXX ) that the fraudulent check was written to. I dont have an account with them and havent heard of them until today. I spoke with a support rep and he said would escalate my issue to a higher up and took some information from me regarding my old bank account number the payment was made from and said they would get back to me tomorrow. Neither of these conversations left me feeling 100 % confident I would see my money returned and Im stressing out with the end of the month coming up as I can no longer afford rent due to this. Additionally, I've attached an image of the fraudulent check that was electronically filed under my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66062
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2020 I received a Hard Inquiry by these companies : Ally Financial, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. I did not authorize these companies to submit these credit inquiries or to obtain my credit report. On XX/XX/2020 I received a Hard Inquiry by these companies : XXXX/XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Ally Financial, XXXX XXXX XXXX XXXX. I did not authorize these companies to submit these credit inquiries or to obtain my credit report.
Company Response:
State: CA
Zip: 92801
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: On XX/XX/XXXX, I signed up for a saving account to work on saving my funds so i can better budget my finances. So I signed up with Ally Finance due to their APR, This placed a hard inquiry on my credit report for the date above. On XX/XX/2019, Ally Finance give me a second hard inquiry on my credit report and closed my account due to no other reason whatsoever. This inquiry also affect my credit report and has made it hard for me to continuing improving my credit report. As a student and someone from another country. I am still getting my feet wet with the financial system in the US. I have learned a lot from this experience and deserves a second chance to start from scratch by removing these two hard inquiries on my report. The company mentioned that there was nothing that they could do to help me with this since my account is already closed by them!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 405XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Predatory lending practices. Impossible to get live person to talk to. Incorrect records on their part based on their poor lending communication. Age discrimination practices
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79606
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I was trading in this car a XXXX XXXX XXXX .. Last minute the deal fell through I made the payment on day 29 but there was a late fee that made me go 30 days over its been years I've shown financial responsibility can this please go.off my record
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I am currently a customer with a car loan through Ally financial and it cant complain enough about the terrible customer service with this company. I went into my account to change my credit card information due to changing banks and after applying my new card Information they locked me out of my account. So I called and they told me to try logging back in in about 5-7 days ( ok no problem ) after 7 days I try to log back in and still locked out so I called once again to see what the deal with and I get the same answer over and over again so I ended up having to pay my payment thru XXXX XXXX so I wouldnt get penalized. So the following month came along and STILL locked out of my account. Still no answer, still not one person tried to help me get into my account to pay my payment so once again I had to do XXXX XXXX and today I am once again in the same boat and I REFUSE TO KEEP USING XXXX XXXX. Im a very unhappy customer with Ally bank I have been a customer for about 1 year 1/2 and never once had a missed or late payment. I just dont get it. I need answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 227XX
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: I also sent the following to Ally on XX/XX/XXXX, received an email stating I would hear back from them within 3 days, but it's been four and I have heard nothing. I opened an automated investing account with Ally at the beginning of XXXX. The initial investment of {$5000.00} was transferred to the account on XX/XX/XXXX. Sometime between then and the XXXX I became aware the new account was marked restricted due Ally 's inability to verify the address I provided. I was unable to provide the supporting documentation requested, as I had provided a mailing address and apparently a residential address was required ( there was no indication of this when I opened the account ). I contacted Ally support immediately and they lifted the restriction on the account temporarily so I could transfer the money out of it, which would close the account. I did so, and received an email from Ally on XX/XX/XXXX stating that they would review the request that day, liquidate the funds and make the transfer. The funds were not invested yet, and still aren't according to the dashboard, so they should have been available immediately. It has been a month and the money still hasn't been withdrawn from the account account, and it still hasn't been closed. I have not had access to the account for this entire time, as it is " restricted '' due to not being able to provide the requested supporting documentation. I have spoken to support over the phone twice now to resolve this issue. The last time, which was last week, the support specialist removed the restriction on the account so I could try to withdraw the money again. However, I was unable to do so at that time. The error Ally returned was that there was already a pending transfer. I am becoming deeply concerned, as Ally is currently holding {$5000.00} in limbo and has not provided an explanation as to why, or a path to resolution. I have made it *very* clear that I wish to withdraw all the money and close the account, but so far Ally bank has not complied with this request despite the fact that the money is not, and certainly should not, be invested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98107
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Ally Financial is reporting an incorrect status on my account. I fell back behind on payments a few years ago. Since then I have been making my payments on time with no problems. However, the way that they are reporting on my credit is causing me problems. I have not had any issues and ask that you please update my account to show " current, or paid as agreed '' and remove the repo code on it. It is not a repo and I have been making payments on time for the past couple of years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84404
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A