Date Received: 2020-03-16
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I make my payments about 10 days after the due date, therefore incurring {$15.00} fee each time. Even though it NOT 30 days past due. However, I still pay the fee by including it in my total payment adding it to my normal monthly principal and interest charge. However, Ally does not separate it out, nor do they have a process to mark it online or over the phone as including an extra {$15.00}. Instead, they keep applying the {$15.00} late fee to the principal and interest every month. Therefor, rolling over late fees every month as if I've not paid them when i have. I've tried explaining this to Ally on several occasions. They need to do a reallocation month over month. I've spoken to someone in XX/XX/XXXX, Spoke to XXXX on XX/XX/XXXX Ref # XXXX and XXXX in XXXX Ref # XXXX his employee id is XXXX. They continually state that because of the new year, and their system issues, they are not able re-allocate it in real time and then my request gets lost. They are not able to fix this while on the phone, they state they need to put in a special request and they " notate '' the account. This latest time, on XX/XX/XXXX, I just paid all the fees ( again ) along with my normal payment. The total paid on XX/XX/XXXX was {$690.00}. Then on XX/XX/XXXX they charged me an additional {$15.00}. Mind you, I have never been 30 days late on payment. Lastly, customer service is horrific. They don't listen, they only repeat their pre-arranged scripts and they make you wait on hold for over 20 - 30 minutes to talk to a manager. Each time i have called, i have had to explain the situation over and over again because I'm sure they didn't notate the account, and only told me they did. They fight with you telling you that you are wrong. They don't do as you request, even when only asking to speak with a supervisor or manager.
Company Response:
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Ally Bank is still showing an open account for a lease that ended and was paid in full. Their account remained open after the lease was paid in full and the car was given back. There was a delay in the bank arranging pick up of the vehicle which was their problem. I paid off my lease in full. They are still showing an invalid amount and open account status. This was paid off in full prior to the 39 months. Last payment was XX/XX/2017 lease ended XX/XX/2017. The onus was on Ally to make arrangements to pick up the car, no local dealership would take the car back. I started addressing the issues with Ally in XX/XX/2017 and multiple representatives were aware of this issue. I was advised numerous times that this was resolved and taken care of. However, this still remains on my credit report as an open account which is in error. I was advised nothing about any remaining balance or outstanding account. This is fraudulent and in error by Ally. I satisfied my 39 month lease in full and there was no balance remaining after that 39th month. This account needs to be closed as paid in full and reported to the credit bureaus as paid in full and closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Ally Bank has overdrawn my account several times when a debit payment tries to come through. They then notify me the transaction was paid. They do not have my permission to pay an attempted debit when the funds in the account are too low. The last time this occurred was XX/XX/2020. I then contacted the bank on XX/XX/2020 and spoke with a customer service rep XXXX CSR ) regarding this issue. She assured me there were no issues or restrictions on my account. Therefore, I went ahead and deposited a check in the amount of {$200.00} on the same day. This morning, XX/XX/2020, I received a notice from Ally that they were holding my funds for 5 business days due to overdrafts XXXX which they created XXXX. I contacted their customer service to try to resolve the issue, and the only solution they offered was to restrict the account so zero charges could be made unless I called them first. That is not a solution. I have attached copies of email notifications received from Ally Bank to confirm this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47250
Submitted Via: Web
Date Sent: 2020-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-14
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Ally Financial Bank sold an account together with all my personal confidential information to XXXX XXXX XXXX, info like SSN, Names, Mailing adress, Birtday, Phonenumbers etc etc. After that XXXX XXXX XXXX start calling me and harresting me true phone calls and mail letters I dispute for almost 8 months this account, asking for signed contracts between me and them, bill statement that show for how much they bought this account and my personal confidential information and any autorization that proof they have the right to use all my information. Months after months this company send me letters stating this account has been validated under my name and belongs to me. Finally XXXX XXXX XXXX closed this account and deleted all reporting from the credit agencies. BUT TILL THIS DATE NONE DOCUMENTS HAVE BEEN MAILED TO MY ADRESS THAT SHOWS FOR HOW MUCH THEY BOUGH ALL MY PERSONAL INFORMATION AND I AM STILL AFRAID THIS COMPANY WILL USE MY PERSONAL INFORMATION FOR MALICIOUS ACTIVIES FURTHER UP. IN THIS CASE ALLY FINANCIAL AND XXXX XXXX XXXX ARE NOT COOPERATING IN MY REQUEST OF THE DOCUMENTATION ABOUT THE SELL/BOUGH OF THIS ACCOUNT.
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: 2020-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I sold my phone in one of the stores in Virginia, for this amount they gave me a check that I made a deposit online to a Ally checking account. After I made a deposit, the next day, Ally blocked my online access to my account. After 6 business days, they still verifying the check. I found out all the information when I called them. But I received an email notification that they will verify this check for a maximum of 5 business days. But no, still wait. Im almost without money already, but I know that they dont care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22015
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: -- XX/XX/XXXX - asked to obtain a note from my manager to " prove '' I could work from home. Employment verification was completed but I received 3 requests to get a " note from my manager ''. -- XXXX - asked to get a document from the City of XXXX for a dect 6 years ago when I provided proof I'd paid the debt in full. -- XXXX - approved closed on the loan XX/XX/XXXX - closed on the loan but not sent my cash out checks not received nor a notice or option of how the cash out would be paid. Contacted Better to get clarity. -- XX/XX/XXXX - repeated requested the checks be sent made payable to me as the loan had been closed for 2 weeks and bills are due ; awaiting these funds -- XX/XX/XXXX - sent checks and made payable only to my debtors ; stated in loan disclosure form. Checks made out to my debtors with no way of debtor knowing I'm the payee. Payout checks are useless. -- XX/XX/XXXX - checks sent made payable to me and debtors ; banks refuse to deposit. Checks useless and loan funds have not been received to date. My debtors nor I have funds from loan closed on XXXX
Company Response:
State: IL
Zip: 60653
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: After Ally Financial Bank charge-off and also closed this account on the XXXX XX/XX/XXXX and sell it over to XXXX XXXX XXXX on the XXXX XX/XX/XXXX together with all my confidential personal information ( Federal crime and private right violation ), now Ally Financial Bank decide after my complain and disputes to report to the credit agencies Negative information for the month of XX/XX/XXXX. HOW IS IT POSSIBLE THAT AFTER ALLY FINANCIAL BANK SOLD THIS ACCOUNT AND CLOSED MORE THEN A YEAR AGO, NOW THEY STILL ARE REPORTING WRONG AND NEGATIVE ITEM ON MY CREDIT REPORT, AFFECTING MY CREDIT IN A NASTY NEGATIVE MANNER AND IN CONSECUENSE ALL MY LOANS, CREDIT LINES AND CAR APLICATIONS ARE BEING DENIED DUE ALL THIS NEGATIVE REPORTING OF ALLY FINANCIAL BANK ON MY REPORT.
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: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
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: I got my auto account paid off through a banker 's check # XXXX US {$73000.00}. This check got mailed to the creditor Ally Financial Payment Processing Center XXXX XXXX XXXX XXXX, Arizona XXXX on XX/XX/2020. The payoff was good until XX/XX/2020. That day came and went, and Ally is unable to confirm receipt or processing of the check and continue to charge me interest daily. The company maintains that its XXXX processing center can not be reached by phone by their call-center representatives, and an email sent to the center by one of the managers on XX/XX/2020 has allegedly not yielded a reply to date. On the XX/XX/XXXX of this month, I got compelled to issue a phone payment of US {$400.00} to avoid being reported delinquent to the credit bureaus. The whole amount was consumed by interest, leaving the principal balance and payoff amount about the same. This week Monday, XX/XX/2020, we canceled the initial check at the request of Ally Financial and reissued a new Banker 's Check # XXXX for US {$73000.00} which was overnighted to their processing center in XXXX, Kentucky via XXXX ( Tracking # XXXX ). The check was received and signed off by a XXXX at XXXX XXXX the following day. However, at the time of writing this complaint Ally has not credited my account and the representatives maintain that they can not explicitly track the exact location of the check and all I have to do is wait. This is at the expense of interest rates that continue to accrue on a daily basis. I find their inability to communicate with their payment processing department a deliberate effort to hold consumer payoffs to maximize on profits based on daily accrued interests. Each time I call, I get talking points with no tangible help whatsoever, the latest being that the checks are handled by machines and no human can track it until it posts into a consumer account. I am requesting the intervention of the Bureau and that of Ally 's higher management to expedite the processing of this payoff and to get a refund of all interest charged since XX/XX/2020, which was the date of the initial payoff. Regards, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55303
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: My car was totaled on XX/XX/20. My insurance company ( XXXX ) sent 3 checks to the loan company ( Ally ). The 1st was sent on XX/XX/XXXX, credited on XXXX ( for just over {$10000.00} ). the other 2 checks ( {$4000.00} and {$2400.00} ) were sent on XX/XX/20. They STILL have not been applied to the loan to close the account. I have called repeatedly, been told the checks are " pending '' and to check back because " they are having issues with a system update ''. Meanwhile I continue to make monthly payments ( which means they are collecting money over and above what is owed to them ) with no end in sight. No one can give me a time frame of when this might be resolved, and no one there ( at Ally ) seems to be able to explain why they haven't cleared the checks. I can understand system issues happen, but holding money ( all the while collecting more than what is owed ) and not being able to give a reasonable answer or time frame seems more than a little shady. If they are doing this to all their " total loss '' accounts it could involve THOUSANDS upon Thousands of dollars over and above what the loans were for. When I spoke to them again today ( XX/XX/XXXX ) I was told a supervisor would call me back in 24-72hrs, but that they wouldn't be any better able to answer my question or solve my problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33880
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: I inadvertently sent {$1700.00} intended for XXXX XXXX to Ally Financial who I had a car loan with ( paid off in XX/XX/XXXX. I have contacted them 7 times and have been on the phone with them for over 4 hours and they will not return funds, will not return calls, will not provide a status update, will not provide any resolution or path for me to resolve this. XX/XX/XXXX web based transfer from my credit union to Ally. I have a confirmation no. from Ally XXXX concerning my complaint. My former auto loan no is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A