Date Received: 2020-03-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Some strange behaviors from multiple employees have been noticed from using Ally bank. ( 1 ) Check with lesser amount than the amount written on check was submitted and deposited at that lesser amount, despite the assured reviews and checks that are performed by automated systems and employees to correct the amount ( 2 ) It has failed a total of 3 possible interventions until 4th call was made. a ) automated/manual review that checks submitted amount against the value written on actual check, b ) secure messages sent from the website that Ally insists are always answered, c ) a call to inquire about the issue and put a case note, d ) a follow-up call to finalize after amount has been posted. ( 3 ) Check submitted with a higher amount than the amount written on check had its value successfully corrected, meaning the system is working. But not for earlier incident. ( 4 ) Mobile banking feature was used to try and send a large amount that was later cancelled. Other subsequent mobile banking transactions have successfully made through. ( 5 ) Weeks later, mobile banking feature was used to send a lower amount and has triggered a fraud alert. Upon calling abut the " Mobile banking lock '' and failing its security checks, On XX/XX/XXXX, Ally went even further and suspended COMPLAINTANT 's entire account. Although it's understandable that someone could have impersonated the account holder, representatives at Ally couldn't give a clear explanation on why this wasn't triggered when a larger amount was involved. COMPLAINTANT uploaded/emailed photo ID, social security card and a utility bill per Ally 's request on this unfounded authentication check. On XXXX, Ally representatives denied to unlock the account as these documents did not have enough to support the unlock. Finally on XXXX, COMPLAINTANT had his account unlocked only using date-of-birth and social-security-number via the call with Ally representative. COMPLAINTANT is against puzzled as to why Ally did not ask those for those earlier. Yet do this day around XXXX, Ally is careless in handling XXXX payments in time. Ally can feel free to show that it takes days and weeks to process payments based on contacts that might have already received payments from the COMPLAINTANT in the past or were recently added. Ally has the right to process payments or retain security postures that it deems necessary, or even to refuse service to anyone ( as long as not based on gender/age/religion/nationality ), COMPLAINTANT would like to retain the right to assert that some/many/all employees of Ally have a bias against the COMPLAINTANT, thus require additional authentication that they not require onto others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95035
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Money was taken from your bank account on the wrong day or for the wrong amount
Subissue:
Consumer Complaint: I have been dealing with Ally and this situation for over a year now and have had no help in the situation and nothing has been resolved. I have also been transfer from many many different employees of yours for this situation and each one of them says they do not have access to m y account yet they can send me my payment history. This whole situation started by Ally canceling my auto payment WITHOUT my permission and then my account disappeared for months and not even my lawyer could find my account and it said it was closed out for months. When the account reappeared Ally was trying make us pay for three months a once which was not doable at that time. So the lovely lady we talked to on the phone said that she would defer the payments at the end of the lease and also that she would add the late fees on to the each of the remaining monthly payments. Then when the lease was paid off in full in XX/XX/2019. We were waiting for our title of the car to be sent to us and never received it. What we did receive was a letter saying we owed {$350.00} for late fees. This was a shock considering what we were told for the lady who dealt with our account and who deferred the payments the first time around. Now since XX/XX/2019 we have talked to many of your employees who where less then helpful and even very rude. They would hang up on us, harass us every morning, and then when we ask question about the payment history and why we were being charged different amounts for the months that we were told we late on ( in the attachment is one page of the payment history that is highlighted with the payments that we owed and what you actually made us pay ). When we asked about these highlighted payments all employees said they did not have access to that information. How do you expect us to pay you a late fees that you cant even explain why we were being charged all sorts of different amounts through those certain months. If those were in fact NOT the extra money being taking out for the supposed late fees like the previous lady had said they would be taken out and like your contract states it would be taken out, then why are the amount for those months not the same? For Example : XXXX Sch payment = {$400.00}, Payment Due= {$400.00}, Total Paid= {$400.00} Now this is correct XXXX Sch payment= {$400.00}, Payment Due= {$400.00}, Total Paid = {$420.00} From then on out the payment due is different as well as what we pay for another 14 months. So if we were not being charged already for those late fees why were we paying different amounts. We were on autopay for the entire lease period expect when they stop it on their own without our permission. Now this is what no one on Ally staff seems to be able to explain to us. We never questioned this when it was happening because we thought it was the late payments we owned being added to the next bill like we were told it would be by that women and by your contract. ( contract is also in attachment with yellow highlighter ). We will pay the money to get our title back if someone can explain why we were told one thing and then at the end of this we are dealing with this for a year now and no one can explain anything to us about this. I have filed many complaints, I have dealt with many of Ally staff in which have been very rude. Keep in mind none of this would of happened if our auto payments did not stop without our permission and our account disappearing. If you look at our track record before that, we were never late. XXXX XXXX XXXX say he will call you back and never does and then declines your call when you try to reach out XXXX XXXX Only other helpful one but then referred us to XXXX. XXXX XXXX likes to hang up on people after harassing them every day. XXXX - once asked to explain the difference in payment, she refused to help us any longer.
Company Response:
State: WA
Zip: 98383
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: After I had been approved for a auto loan for a used vehicle, was given the financing The dealership took the vehicle back saying they were advised the vehicle was unsafe and should never have been sold. When I declined to purchase another vehicle costing thousands more, I suddenly began getting letters telling me I had been denied financing to purchase the vehicle because of my credit. These letters go so far as saying my credit score will go from XXXX to XXXX. There is NOT one negative comment on my credit report, Until these financial companies started this. I dont understand what they are doing to my credit worthiness. I cant find a government office who is willing to help me, no one seems to be concerned that after a lifetime of good credit, buying 3 homes and never being denied credit how all of a sudden I can not buy a used vehicle? There is something very wrong and suspicious about what is being done to me. XXXX XXXX is also a culprit in this manner. Their letter says I was denied due to the age of the vehicle and collateral XXXX XXXX should have known that bank did not finance vehicles within that age and XXXX XXXX NEVER asking if I had other collateral to offer. They instead chose to damage my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60544
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
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: Today XX/XX/2020 I recieve a phone call from a Ally Financial representative ( see attachtment ), regarding my previous complain true the CFPB and stating that what they send me was a contract between my person and Ally Financial. I repeat once again : I am requesting original and direct signed contract between my person and Ally Financial Bank and signed agreement or contract between Ally Financial Bank and XXXX XXXX XXXX that shows for how much this account and all my Confidential Personal Information has been sold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07032
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I have no knowledge of this account and have requested debt validation I have no contract with this company and I have been paying XXXX dollars a month for 5 years for something I have no knowledge of please help I believe it is fraudulent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31206
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Ally Financial Bank response on the XX/XX/2020 to my claim with documents that I have recieve via mail, how ever Ally Financial bank fail to send me full documentations of the ducuments I requested to be provide. I requested a signed contract between my person and Ally Financial, what I receive was a contract that belongs to another company. Also Ally Financial fail to send me the bill statement that shows for how much they sold this account to XXXX XXXX XXXX together with all my CONFIDENTIAL PERSONAL INFORMATION.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07032
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I used my Ally Bank debit card to book an {$890.00} airline ticket with XXXX XXXX. But then, Coronavirus came, and I tried to call XXXX XXXX to refund this amount, as per the airline 's policy. During this process I fell victim to an online scam : 1 ) I searched XXXX for " XXXX XXXX contact info '' and saw the merchant 's deceptive ad ( screenshot attached ) with a phone number, which I had assumed to be XXXX XXXX ( it wasn't ). 2 ) Merchant falsely represented themselves as a XXXX XXXX representative, but stated that " computers are down due to call volume due to Coronavirus '' so proceeded to ask me for all my information -- confirmation number, flight number, billing amount. Merchant said that they could then proceed to issue a refund, but would have to charge me a {$160.00} fee. 3 ) I gave credit card details expecting to pay {$160.00} for a service that would cancel/refund my XXXX XXXX flight. I got a receipt from merchant stating " your flight has been cancelled '' ( screenshot attached ). 4 ) Flight was not cancelled. I did not get service provided as documented on the receipt. Then realized that Merchant is not XXXX XXXX ... called the real XXXX XXXX who confirmed that this is a scam, and that this 3rd party could not cancel the flight on my behalf. 5 ) Upon further research I found that merchant is using this same telephone number on a number of fraudulent domains such as " XXXX XXXX contact '', " XXXX XXXX contact '', many of which are based in XXXX ( XXXX ). ( screenshot attached ). I believe this to be an online scam where merchant phishes for people thinking they're contacting an airline, takes credit card information, and charges fees for fake service which they don't and can't provide. Merchant lies on the phone and falsely claims to be the airline in question. {$160.00} fee was originally billed as " XXXX, VA '' from some virginia address, but when the charge settled it changed to " XXXX XXXX IL '' ( Illinois ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I had been making payments using Ally Autos auto pay system for about a year and a half. XX/XX/2020 it stopped working. I spoke to them and was told that the issue was resolved. XXXX my payment didnt deduct from my account and by time I realized it I was charged a late fee. I contacted them again and was told that my Auto Pay account was fixed and would start back up in XXXX. I was told that the late fees would be waved for XXXX. I am charged {$4.00} every time I make a payment by phone, so I am being penalized for their online service not working properly. XX/XX/2020 I checked my account and the payment for XXXX wasnt taken out and I owed {$46.00} in later fees. I asked how did I owe that much and was told it was for XXXX and XXXX. I have reached out every day from XX/XX/XXXX until XX/XX/2020 about these fees and have been told that they will be waved by the end of that day. To this date they still have not been waved. I have been promised that someone from their customer service department would be reaching out to me in one to two business days and it has now been almost 5 business days and no response. I have contacted them through XXXX, XXXX, and Allys own secure email site ; but have received no response regarding a solution to my issues. Attached is the message I receive every time I try to make an online payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28348
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: As of XX/XX/2020 i noticed 2 auto loans on my credit report which does not belong to me. The accounts are as follows : I HAVE CONTACTED THE COMPANY BUT THE ISSUE IS UNRESOLVED.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: At a time where most Americans are going through a hard time out of work because of Corona virus ALLY financial through their customer service number just informed me of the following issue ... They will not waive any late fees they will charge me XXXX dollars every single day i am late going through this situation needing an extension being out of work she told me on the phone that if I asked for the 120 day extension it will push me back six months on my actual loan meaning it would double my payments. Who is going to protection millions of Americans from this I will be contacting my state representatives as well local states attorney and congressman in my disctrict to let them know what this finance companies are doing to hard working Americans like me going through this hard time
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33016
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A