Date Received: 2020-02-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Following a totalled vehicle ( XXXX XXXX XXXX ) claim paid by XXXX XXXX on XX/XX/XXXX, gap insurance company failed to complete processing of the remaining balance ( {$3700.00} ) with auto loan company ( Ally Financial Acct # XXXX ). While attempting to secure a mortgage in XX/XX/XXXX I discovered that the account had not been resolved resulting in two slow pays in XXXX ( a 30 and a 60 day ). This was after no contact or attempts to collect the remaining balance of the loan to my knowledge, including no additional monthly payments, from XX/XX/XXXX. I contacted them in XX/XX/XXXX and was able to complete follow up and secure payment from GAP insurance claim ( policy number XXXX ) even though original company ( XXXX XXXX ) had turned the claim over to XXXX. When the funds ( {$2700.00} ), from gap ) were received by Ally in XXXX ( XXXX ) of XXXX, Ally refused to removed slow pays from account basically saying it was not their problem so they would not work with me even after additional review. In addition there were several confusing financial adjustments ( attached in Ally account summary ) on the day that payment was processed from XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85338
Submitted Via: Web
Date Sent: 2020-02-23
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: Back in XX/XX/XXXX, I had a car crush and the insurance declare it total loss, so they told me that they will paid off my car. The insurance send the check to the ally finance bank and they cash out the check. However, they have not credited it to my account yet and whenever I call, they just transfer me to the department of total loss. it has been a little more then two months trying to reach them, but they never answer. their voice mail says leave a message and will return your call ; they never do. until this point they have not given me an answer and I do not know what to do. I have tried to talk to customer service but they also don't help me ; they just transfer me to the total loss department, but it always the same they never answer. the Ally Finance has been taking the car 's monthly payment even though ; they already got the insurance payment.
Company Response:
State: MD
Zip: 209XX
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
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: My account with Ally Financial/Ally Bank is for an auto loan. The vehicle was stolen and deemed a total loss and Ally was notified of this on XX/XX/XXXX. My insurance company sent payment to Ally Bank on XX/XX/XXXX in the amount of {$38000.00} representing full satisfaction of the vehicle loan account/agreement. I have documentation from my insurance company showing that Ally Bank in fact deposited the check in the amount of {$38000.00} for full satisfaction of my auto loan on XX/XX/XXXX. During a telephone conversation on XX/XX/XXXX, the Ally Financial representative told me and my insurance company representative that was also on the line that they did in fact receive the check from my insurance company in the amount of {$38000.00} and confirmed that this amount represents full satisfaction of my vehicle loan/agreement. Ally Financial further confirmed that the check was in fact cashed by Ally Bank on XX/XX/XXXX. However, both myself and my insurance company representative were told by an Ally Financial employee that the {$38000.00} check was not applied to my account, due to an error by Ally Bank/Financial. It appears that Ally Financial has in fact misappropriated {$38000.00}. As of the date of this complaint ( XX/XX/XXXX ), my entire loan amount has been paid and satisfied in full for twenty-seven ( 27 ) days. Yet, I still have not received confirmation in writing from Ally Financial confirming that my loan has been paid in full, and in fact, instead I received a letter from Ally stating that Ally Financial has/intends to report negative information about my account to the three major credit bureaus. All my previous payments on my loan/agreement were made on time and in fact, the entire balance of the loan was paid to Ally Financial well before my next payment due date. I have never been late on a payment for my Ally Financial auto loan account. I have documented all of my attempts to contact Ally Financial and all conversations I have been able to have with them. Many times, when I have called the phone number on their website ( XXXX ), I get a recording stating that this is not a working number. My insurance agent got the same recording when she tried calling as well. On XX/XX/XXXX, an Ally representative told me that my insurance company issued a stop payment on the {$38000.00} check which at this point in time Ally had actual already cashed approximately three weeks earlier. There is no evidence of a stop payment being issued by my insurance company. Other times, when I am able to get someone to answer the phone, I am told that I need to speak with their " total loss department '' and have been given two different phone numbers for this department and have never been able to reach anyone at either of these numbers. I was simply given the option to leave a voicemail, which me and my insurance agent both did. However, neither of us ever received a response or phone call back. I was told in XX/XX/XXXX that their " computer system was down. '' I was again told this 3 months later in XX/XX/XXXX and was also told that since their system was down, they could not access my account information so therefore could not help me and simply told me that I still owe them {$37000.00}. The Ally representative could not tell me how she came up with this number. When calling Ally 's main phone number ( XXXX ), the times I have been able to get a representative on the phone, I have been told I need to be transferred to another department and then they hang up on me. I have been hung up on in this manner at least 15 times as of XX/XX/XXXX. On XX/XX/XXXX, I sent Ally Financial a letter via their online account secure messaging system and via U.S. mail explaining these issues described above and also notifying them that I will be filing a complaint with the CFPB. Attached to my letter was a letter from my insurance company dated XX/XX/XXXX stating that they sent payment to Ally on XX/XX/XXXX in the amount of {$38000.00} representing full satisfaction of this vehicle loan and to date, they still have not received the notarized lien release and title. I also attached a copy of the check from XXXX XXXX made payable to Ally Bank in the amount of {$38000.00} dated XX/XX/XXXX and proof of Ally Bank cashing this check on XX/XX/XXXX. On XX/XX/XXXX, after being hung up on 3 different times, I was told by two separate Ally Financial representatives that they have read my secure message and attachments but that they can not help me at this time. I asked to speak with a supervisor and when speaking with him he said he needs to speak with his manager. After being placed on hold for approximately 30 more minutes, I was told that all managers are currently in a meeting together and I will need to call back. Given that many times no one answers their phone at all, I told him I will just remain on hold until the managers are all out of their meeting. I have currently been on hold for an hour and a half and remain on hold at this time. Not only has Ally Financial been reporting false information to all three major credit bureaus, which in turn, is negatively affecting my credit score and the interest rate I was able to obtain on the car loan I used to purchase a replacement vehicle, I am not able to get my refund ( approximately {$5000.00} ) for the warranties I purchased for my stolen vehicle because the warranty companies are requiring that I provide proof from Ally Financial that the lien has been satisfied in full before they will issue my refund. Furthermore, without documented proof of the refund issued to me, I am unable to submit my restitution request to the District Attorney for the Second Judicial District of XXXX, Colorado in the State of Colorado 's criminal case that has been filed against the Defendant who stole my vehicle. The deadline to submit my restitution request to the Court was XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80210
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I refinanced my house and the closing attorney sent check # XXXX in the amount of {$7000.00} to pay off my car loan with Ally Financial but did not put the account # XXXX on it. Ally told them they didnt get it ( even though they did and sent my a overage refund check then stop payment on it ) so the law firm stop payment & reissued & overnighted check # XXXX on XX/XX/20 in the amount of {$6700.00}. Ally has had this check for over 30 days, the check has cleared but Ally has not posted it to my account. They took additional monthly car payments, still show I owe money and have not sent my over payment reimbursement check or title. Allys consumer resolution department tried to resolve it with their payment center and could not get ahold of anybody due to high call volume & a system change. I have called multiple times and No one can help me at Ally Financial XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Car was total loss on XX/XX/2020 and the insurance company sent a payoff check on XX/XX/2020 for {$11000.00}. The payoff has not been applied and I tried to contact them and they dont know when it will applied and they have hang up on me and provided little to no information. In the meantime they raise the amount due to almost {$1000.00} and keep milking the fees and interest instead of applying the payment. I been denied car loans because the car is not paid off yet due to their incompetence. This issue is with Ally Auto.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43113
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XX/XX/2018 Ally bank Market my account as over drafted but I never created an account with them, a while later i decided to create an account myself & when i deposited money. they took money from my account. {$2000.00} & then market my account has negative {$2000.00} it was a complete banking error and when i confronted them about it they just blocked my account & refuse my phone calls. I NEED JUSTICE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: Dear Financial Protection Bureau, CFPB, and Federal Deposit Insurance Corporation, FDIC : Ally bank is NOT IN COMPORTMENT WITH FEDERAL REGULATION 15 USC 1692. Ally bank has embezzled and misappropriated funds and are resorting to extortion to collect on FUNDS I DO NOT OWE THEM BY WAY OF ADVERSELY AND NEGATIVELY AFFFECTING MY CREDIT. Ally bank NEEDS TO CURE THEIR BREACH. ALL PAYMENTS FOR ( MY XXXX ) XXXX WILL BE PAID TO XXXX COUNTY STATE COURT ( CRIMINAL DIVISION ) AFTER BREACH IS CURED. Ally bank AND its AGENTS HAVE BEEN WARNED TO NOT STEP FOOT ON PROPERTY LOCATED AT XXXX XXXX XXXX, XXXX, GEORGIA XXXX-XXXX. IF THEY DO, THEY ARE CRIMINALLY TRESPASSING AND WILL BE DEALTH WITH ACCORDINGLY. THEY HAVE BEEN ADVISED TO CEASE AND DESIST WITH ANY NEGATIVE, ADVERSE, CREDIT REPORTING. Sincerely and Respectfully, XXXX XXXX XXXX Phone : XXXX Email : XXXX XXXX
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Ally Financial contacted my neighbors, to whom I do not have a relationship with nor are on my account, to discuss my financial situation. I was told it is common practice to find associates to the borrower, however none of my neighbors are associates. My privacy was violated. Federal law protects consumers against unfair, abusive, and harassing debt collection activities. The law that governs debt collector actions is known as the Fair Dept Collection Practices Act or FDCPA. This law sets strict limitations for what debt collectors can and can not do, including who they can contact as well as when, why, and how those communications occur. All of which were violated.
Company Response:
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have an auto loan with Ally bank. My vehicle was in an accident and my insurance company deemed the vehicle a total loss. My insurance company mailed a {$30000.00} check to Ally on or aroundXX/XX/2020. Ally bank advised me via a phone call that they have the {$30000.00} payment and they have not posted the payment. I need Ally bank to post the payment and provide me with a payment history, so my GAP insurance can pay the balance of the loan. I have called Ally bank several times and they still are unable to explain why the payment has not posted or when they will post the payment.Today I called Ally and they said the payment would post soon, and they said my insuance company is supposed to pay an additional {$2000.00}. I spoke to the Toatal loss department and they said they were unable to give me a current balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I attempted to open a checking account based on advertisement. The online application was completed in full and all procedures adhered to. The bank displayed a message stating that " additional verification was necessary ''. While this is understandable, the bank did the following : 1 - Dialed the fax number I provided in the application process repeatedly but did not transmit anything. 2 - Sent text messages to one mobile number I have, unrelated to the account, without any authorization - this number was not provided to the bank in the application. The bank has engaged in questionable activity - dialing my fax repeatedly without sending anything and sending out multiple text messages to an unauthorized number without purpose or ability to reply to. Then, I received a letter by mail stating that they are " unable to verify applicants identity '' and thus to open an account. I sent a fax to the Operations Center detailing the activities and demanding an explanation, but received no reply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33009
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A