Date Received: 2020-03-02
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 paid off a vehicle loan with Ally Auto. They received a certified check on Tuesday, XX/XX/2020. After they received the check they withdrew another payment from my checking account for {$560.00} because they did not process the payoff for 7 days, on XX/XX/2020. I called to ask about the withdrawal of the payment after they received certified funds for the payoff. The Customer Service rep let me know that they would continue to withdraw funds from my account until I turned off automatic payments online. I stayed on the phone with them while I tried to find that option. However, because the loan was already paid off, there was no longer an online option to turn it off. They said they could not help me with that and there was no other way to turn it off. I did ask them to find a way to turn it off if the online option was not available and they did have it turned off before the next payment. I called again on XX/XX/XXXX to ask when they would mail the over payment back to me that was taken out after payoff. The CS Rep stated that it would take 18 business days from the day they determined it was paid off ( XX/XX/XXXX ) to mail a check back to me. I called again on XX/XX/XXXX to ask why I still hadn't received a check. They said they didn't have a note stating that it should be sent back to me, so I asked them again to do so and that it had now been 29 business days since they withdrew the extra payment. They said they would notate the file and that I would have a check in 5-7 days and then before we hung up they said no, it would be 7-10 business days. I am filing this complaint because it has now been 6 weeks since they took out the payment, after I paid off the loan and I still do not have the over payment back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 657XX
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Good morning, On or about XX/XX/2020 I called Ally auto to request a two month payment deferment. I was informed that I needed to make a payment of {$350.00} for the extension. That payment was made on XX/XX/2020 and posted to my account on XX/XX/XXXX. When I go online to my account it now shows me with a past due of over {$800.00}. There was no past due amount prior to making the payment for deferment. I have called the Ally call center number on average twice a week for the last month and 1/2 to see why the account does not show the deferment. Each and every time the call center rep informs me that the deferment department is behind and they will send a message requesting an update. Every time I have called back I am told sorry we still don't any information and we will submit another request. I have asked to be transferred to a US call center for Ally on three separate occasions and have been disconnected each time. The last time this occurred was on XX/XX/2020 at XXXX pst. On Thursday XX/XX/2020 I received a letter from Ally stating that my deferment was approved but I am still showing delinquent on the account. I am now receiving calls from Ally financial collections asking when the account will be paid an am showing past 30 days 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: CA
Zip: 93004
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-02
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Purchased a new vehicle on XX/XX/19. At this point in time, I am having a rather difficult time making the payments. I decided to look at my loan agreement and was rather astonished at the interest I am/will have to pay for the entirety of the loan. The interest to be paid is almost 1/2 the cost of the vehicle. I'm just inquiring if I have accepted a predatory loan contract. Would it be possible to look into this for me? Thank you so very much for your time and consideration. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15236
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-29
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I purchased a XXXX XXXX XXXX XXXX in XX/XX/XXXX for - {$36000.00} @ 10 % APR. I experienced 2 layoffs by early XXXX and fell behind on my car payments. Ally Financial refused to accept payments to allow me to address the past due amount. They wanted a lump sum payment or nothing at all. They hired a lawyer, and I hired a lawyer - I agreed to return the vehicle without getting to speak to the Judge ( they filed a Motion for Summary Judgement ) with the understanding that that would adhere to the following : Per FCRA, a consumer has the right to reinstate a loan, rather than a lump sum demand. No written notices provided with specifics on the following : A. Private Sale, B. Auction Sale, C. Letter of Deficiency Balance They have not sent me any written communication regarding the vehicle. They have the vehicle, XXXX that I have paid in monthly payments and now want another {$66000.00}. These are unfair and deceptive practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 789XX
Submitted Via: Web
Date Sent: 2020-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Ally Bank erroneously processed a check that was supposed to go into my Ally Invest IRA. It was a 401 ( k ) rollover check. Now they've returned my funds to me and they're in my personal checking account ( at Ally Bank ), but it looks like I could be hit with taxes ( and maybe penalties ) even if I transfer the funds into my IRA. I'm trying to get them to help me -- I've laid out steps they can take to help me show the IRS what happened -- but they're just ignoring me. I'm attaching a letter I submitted to Ally Bank on XX/XX/XXXX that lays out all the details.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2020-02-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: This is not regarding my loan and I am not a customer with Ally. On XX/XX/XXXX a representative named XXXX at XXXX extension XXXX contacted my wife 's nephew ( XXXX XXXX ) in regards to his XXXX XXXX but she did not call my wife directly, she contacted Mr. XXXX 's step mother and left a message as this " This message is for XXXX XXXX my name is XXXX I am calling in reference to XXXX XXXX and XXXX XXXX ''. My wife 's last name is not XXXX. Back in XXXX my wife assisted our very young nephew with an extension fee payment and having a conversation with his Ally account. When my wife called and spoke with XXXX ... XXXX 's exact words were " You are left as an authorized user ''. ( Last time I checked authorized users were not for auto loans ). My wife tried to explain in detail what happened and why her name was on the account and asked for no more calls instead XXXX hung up on her. My wife called back and spoke with a supervisor who agreed to remove her number. Today I received a voicemail from the same XXXX. I'm only associated to your customer through marriage. He is not my direct relative. Not only did I receive a voicemail but this XXXX felt it was necessary to contact MY MOTHER! My mother who has absolutely ZERO association to your customer. She has only met XXXX maybe a handful of times and that is it. This is absolutely ridiculous and a violation of the consumers personal rights. I myself will be taking this a step further and hiring an attorney after the harassment that I endured. There is ZERO reason for XXXX to be contacting 3rd parties who are not associated with the loan. When I called to file the complain the rep who I had on the phone had the audacity to ask if I could have the customer call in to tell them to remove the numbers. I told per law he is to remove any numbers when asked to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85122
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I tried to submit a wire transfer for the closing of my house at XXXX XXXX est on XX/XX/XXXX for the meeting at noon that day. I called in to the call center at noon to verify the status with the employee who said that the wire was being transferred and gave me a confirmation number. After giving this to my lawyer, they found that this number did not exist. I called back into the call center shortly after and inquired to this and they told me my wire transfer was still in process and that they needed my verification before moving forward. I tried to give that to them on the phone but they would not accept it. The representative, as well as their website, assured me that someone would be in contact and that my wire transfer would be completed by end of business on the XXXX. At the end of business, this was not complete. I called back into their center where they told me that this request now would be completed at the start of business on the XXXX, putting me at risk of losing my home. After explaining this, I was given no help to move forward. This morning, on the XXXX, I called in at XXXX XXXX to see the status as this was still not moved, they told me they still needed to verify the information with me, which I offered to do again and offered to be transferred to this person but was not allowed. I was then promised that someone would be in contact at XXXX XXXX on the XXXX est. This has also not happened at this point. I am in dire danger of losing my home and the only reason is that Ally Financial refuses to send my money to the lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20852
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had my home mortgage sold to Ally and am in the process of refinancing. They refuse to issue a pay off statement to the new lender because they claim that they had to purchase lender homeowners insurance. I have provided them 3 times with my Declarations page showing that they are the named insured and that I have paid the insurance in full. When I call the recording says that my account is uninsured. When I get to customer service they show that they have the information of my insurance but they have been unable to verify coverage by calling the number on the policy because they can not get a person on the phone. I have provided them with my insurance agent 's name, work phone, cell phone and email address but they only put it in their system as information for their insurance department, but will not transfer me to the insurance department to speak with someone. They actually gave me a wrong number to call to get me off the phone. I called back twice and spoke with two different people to put me in touch with a supervisor. Both time, after being on hold for over 20 minutes, I was told there was no one available and that I would receive a cal back in 2-4 hours. I have never received a call. I have spent over 2 hours on the phone to try and resolve this and get the cost of the insurance they are charging me for removed and to release my pay off statement. They are holding me captive and not allowing me to close my loan and give it to someone else.
Company Response:
State: FL
Zip: 33446
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
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 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. I was shocked when I reviewed my credit report and found late payment on the dates below : ALLY FINCL XX/XX/XXXX ALLY FINCL XX/XX/XXXX XX/XX/XXXX
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: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Ally Financial continues to call my cell phone. I have not business with Ally Financial at all. I have been receiving calls from Ally Financial on my cell phone for at least 6-12 months, but most recently the call volumes have increased to the point of being very disruptive and frustrating. Since the beginning of XXXX I have documented 16 calls and have called Ally Financial 3 separate times ( XXXX at XXXX CT, XX/XX/XXXX at XXXX CT, and XX/XX/XXXX at XXXX CT ) asking to remove my number, as I have not business relation with their firm. I informed them that the number they are calling is my cell phone number and they do not have permission to call. Here are the dates, times, and inbound call numbers identifications associated with the Ally Financial phone calls : XX/XX/XXXX, XXXX CT, XXXX XX/XX/XXXX, XXXX CT, XXXX CT, XXXX CT, XXXX XX/XX/XXXX, XXXX CT, XXXX XX/XX/XXXX, XXXX CT, XXXX XX/XX/XXXX, XXXX CT, XXXX XX/XX/XXXX, XXXX CT, XXXX CT, XXXX CT, XXXX CT, XXXX XX/XX/XXXX, XXXX CT, XXXX XX/XX/XXXX, XXXX CT, XXXX XX/XX/XXXX XXXX CT, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A