Date Received: 2020-02-26
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Ally financial has repeatedly charged unjust fees late fees etc for no reason. I have called several times and get told the same reply its a computer glitch. I have gave this company several weeks to fix system issues but they have not complied. This makes me not trust them and feel like Ive been getting ripped off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35216
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Had an issue with my accounts where funds were not being drawn and issue cause my payment to be late. Please see vehicle on time payment history ( 17 months straight on time payments ). Tried resolving but got no where.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: In XX/XX/XXXX, I purchased a vehicle that was financed through Ally Financial. My first car payment was due at the end of XXXX. When my car payment was due the government shutdown occurred and I was without pay until XX/XX/XXXX. I immediately contacted Ally Financial to let them know I could not make my car payment. They were SO understanding and offered a 90-day payment deferment until XX/XX/XXXX. I felt so relieved! They only explained to me that my payment was deferred and my payment would have a new due date. When the new due date approached I checked my account and found out the car loan was WELL beyond what the loan was. They charged me 20 % interest every single day that I was unable to make the payment due to the shutdown. They made it seem like they were helping me. The loan amount originally came to slightly over {$20000.00}. To date, I have paid them over {$3500.00}. In XX/XX/XXXX, the vehicle was totaled in a car accident. My insurance company paid Ally Financial {$19000.00}. My gap insurance paid Ally Financial {$410.00}. To this day, Ally Financial is reporting that I still owe them {$1700.00} because they charged me unknown fees when my vehicle was paid off. They are demanding I continue making {$500.00} payments and even harassing me at my work to get payment from me. They have received well over what my loan was worth. They are being completely unwavering and unwilling to settle this debt. I think it is unfair and unjust that they are collecting profit from a situation I had absolutely no control over. They offered a solution by deferring the payment only to cause me a hefty price to pay for it. I really need some help to resolve this matter because no one in Ally Financial sees how unfair it is that they are coming after me for a debt I do not owe. They are reporting me as late and have been reporting me as late on my credit report since the vehicle was totaled because I did not make a payment knowing the car was totaled and insurance was going to give them close to what the loan was worth. I thought that would take car of the amount owed and the debt would be paid but they still came up with a way to try to force more money out of me. I work for a federal agency and they are harassing me on my work government phone line as well. I have attached the gap insurance findings. As you can see, the balance when the car was totaled was less than $ 20k. They were paid out for the car but they are still reporting that I owe {$1700.00} and they are calling and emailing me to collect a {$490.00} payment from me. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95842
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I have reached out to Ally Financial regarding my car loan. I called on XX/XX/XXXX and requested a re-write to lower my monthly payments to $ XXXX- {$300.00}, due to unexpected expenses. I have spoke to a representative and was given a case # XXXX for the re-write. I was advised to allow 1-2 business days for a call back for this rewrite. I have spoke to representatives in rewrite by the name of XXXX and she advised me that I only made 6 payments since I had my car loan. I have had my contract car loan with Ally Financial since XX/XX/XXXX. I have made way over 6 payments on my car loan and was also given extension due to natural disasters. I have also spoken to XXXX ( customer relations ) that was handling this issue also stated I did not make consecutive payments in which is not a fact. I need this issue to looked as far as my payments and to have a re-write done on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27265
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have spoken to a representative XXXX id # : XXXX on XX/XX/20 in regards to my vehicle acct # : XXXX. I have explained to the representative XXXX my acct shows a past due balance of {$440.00} for XX/XX/2020 and next due for XX/XX/2020 of {$440.00}, however I have made both payments on XX/XX/20 and XX/XX/2020 of {$220.00}. Per the representative she was very helpful and understanding. She was able to notify customer service and explain payment for XXXX was made. Per the representative XXXX she did have another representative to submit a request for a payemtn reallocation for the month of XXXX. I was given a case # XXXX for the payment reallocation. I have called several times about this issue and on the online site still shows I owe for XXXX. I have spoken to two supervisors in customer service and was advised they were sending a follow up for this issue. I would like my account to be handled appropriately and to be updated as soon as possible. I don't think that it is fair for a customer, because I am getting late fees and my account is reflecting as 30 days behind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27265
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
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: XX/XX/XXXX called and requested payoff amount to payoff XX/XX/XXXX. Amount given and paid in full XX/XX/XXXX XXXX checked online to make sure payment posted and {$24.00} late fee assessed. Called customer service and explained I was never informed there would be a late fee if paid XX/XX/XXXX and obviously amount not added to payoff amount. Requested the late fee be waived. Rep said he would request waiver. XXXX checked online fee still not waived called back told takes 24-48 hours XXXX checked online again still not posted called again informed that it was approved but they are waiting for it to be posted can take up to 4 days XX/XX/XXXX checked online again still not posted called back was told it was approved and they had some kind of system update causing issues please be patient. XX/XX/XXXX called and checked again no changes. A lot of apologies but no assistance. Called a few more times given the same story it has been approved waiting for it to be posted internal issues because of update apologies and request for patience. XX/XX/XXXX checked online again still not posted call again and request satisfaction department, speak to woman who acknowledges approved waiver says it has not been posted but she would put in request for release since it was approved should receive a fax copy in 48 hours. Never received XX/XX/XXXX called to 2 separate departments and was told NO managers to talk to department who posts credit gone for the day but they would send an email to have it reviewed and expedited, but release would not be issued until credit posted. 3 weeks I have waited 3 weeks of being given the run around, 3 weeks of no one fixing the problem and 3+ weeks of waiting for a satisfaction because they cant fix problems on their own system update. I and no one else should be punished because of their internal problems. I can not get clear title without a release from them to sell my car. It is unacceptable, they make promises and dont follow through, I am worried they are gon na report this on my credit as past due when it is paid in full. I have read numerous complaints about them and their predatory, unethical and useless customer service practices. They want their money and will ruin your credit to get it but wont complete the process once they receive their money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74021
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Opened checking account with Ally around XX/XX/2019. Took months an correcting my address 3 times to finally receive my debit card and checks. After a few pay cycles, was given a bad check for a job. Charged {$7.00} for the returned check, my account was frozen and I was told my money would be accessible when I made a police report for the unpaid bill issue which was done that day so I was told I would be good to go in a few days. Fast forward about 3 weeks, and about 7 direct deposits later. All of my Bill 's have been declined causing late fees, card has been declined so my kids are currently living without groceries and diapers and toothpaste and shampoo. After hours of being on hold, I am finally alerted that my account has been closed and I STILL have not been given my own money which means I can't open another account and my direct deposits are still going to their company. I have been robbed, plain and simple.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
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: On the XX/XX/XXXX we used XXXX ( the only option allowed by Ally Financial ) to pay off our car loan. We were told that the lien would be released and that we could obtain the title via the DMV by the XX/XX/XXXX or XX/XX/XXXX. We went to the DMV on the XX/XX/XXXX and the lien had not been released. We called Ally and they said that they would fax us a lien release letter that day. Nothing came through. We called on the XX/XX/XXXX and again they stated that they would fax us a lien release letter and again nothing came through. I called again today ( XX/XX/XXXX ) and again they only remedy that Ally would offer me is to put through yet another request for an " urgent '' fax. We have a buyer for this car, but without a title we can not sell it. If the buyer goes away then I have been financially hurt because Ally is negligent by not releasing my lien/title in timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: ally auto loan account # XXXX vin # XXXX case # XXXX my name is XXXX XXXX at XXXX XXXX XXXX XXXX, Ca XXXX I was happy to pay my loan off early so on XX/XX/2020online on my Ally .com acct I paid XXXX paid off.the same day Ally took the auto payment of XXXX. Since then I have called at lease 6 times at one time the supervisor gave me a case # XXXX to get back my over payment, on the phone now with them and the same story we are reviewing my account today is XX/XX/2020. please help me with this as soon as possible, thankyou
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95838
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Unable to get your credit report or credit score
Subissue: Problem getting your free annual credit report
Consumer Complaint: Hello, I recently leased a car with a 1 time cash payment made up-front. My financing was put through Ally. About four weeks into the lease - on XX/XX/2020 - Ally sends me a note saying they have chosen to reject the application for financing given information contained in my credit report. They did say they've made an offer to the dealer to adjust the terms / re-send and that I'm being notified as it's my right to see what is in my credit history. Two scores were listed in the notice - XXXX had me listed at XXXX which is roughly in line with my monthly credit scores I receive from 2 banks ( XXXX & XXXX XXXX XXXX - always somewhere between XXXX-XXXX ). XXXX - who I've never heard of - had me instead listed at XXXX which seems way off of any score I've ever seen having watched these for ~4 years now. Further, the only reasons given for this low score are - Limited History for consumer at this address [ As if I'm a risk given I just moved cross country - all loans and accounts have not been impacted in this move or my prior moves ] Total account balances Too few retail accounts Too few active accounts [ these all seem similar to complaints from other vendors ]. Finally - when I seek out a consumer entitled report from XXXX I am pointed at their website or fax to submit my request. I also require my social security, detailed perosnal info such as birthdate, and my drivers license. I do not feel comfortable giving this to a company that looks partially like a scam and am not given any other options to send this report to either my current address ( whcih to be fair - is 2 months old ) or one of my previous more permanent addresses - of which the USPS could forward the mail as I have my move on file with them ). Finally - it seems utterly absurd to me that there is a company out there that seems to be undercutting my credit score via invalid methods. I can understand a 20-50 point swing, but to cause me to not be financed via a score that is >110 points off ( on a loan I paid 100 % in case up front ) seems ridiculous and personally I feel like my consumer rights ( not to mention my right as an American citizen to travel freely in our country having committed no crime or ever failed to meet a financial commitment I've made ) are being impeded. I've tried to contact the dealer to understand if they received any notice. Ultimately this seems like a shady piece of business from XXXX XXXX and potentially Ally to find cause to tweak their contracts to their benefit by publishing faulty records on their consumers. Best, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27560
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A