Date Received: 2020-02-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX has continued to report inaccurate fraudulent information on my credit file from Ally Financial for the amount of {$8600.00} I've last reached out to XXXX on XX/XX/20 and since then they have dropped my score by 142 points as of XX/XX/20
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I renewed my CD with ALLY BANK on XX/XX/XXXX for one year. I called this bank on XX/XX/XXXX to find out what is balance of my CD. I spoke to MS.XXXX, She told me that balance is same as it was on XX/XX/XXXX. I asked there was no interest added to this account. The maturity date of this CD was XX/XX/XXXX. She was very stub-en & rude in behavior. I was surprised that it was fraud, Bank kept my money & paid no interest into this account. She told me that no manager was available to speak to me regarding this problem. This bank had very bad customer service. I am quite upset with bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2020-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: XX/XX/20 I went through online application process to open up a money market account on the Ally web site, link : https : //secure.ally.com/open-account? & XXXX About a week later, I received the attached letter saying Ally could not open an account for me. Reason given : Unable to verify applicants identity. XX/XX/20 I called the phone number on the letter. I asked what information sources they used to come up with the reason. The representative replied that all the information available is in the letter. XX/XX/20 Later that day, I tried the Ally Chat tool to ask again. Could they tell me what credit report they used?, I asked. All they could tell me was that they used a soft credit check, but could not tell me any more than was written in the letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/2018 I went to several car dealerships to request for a car loan for used cars. It seems that Ally Financial ran my credit report and due to poor credit i was denied for my car loan and it seemed that it affected my credit report on XXXX and I want to have that resolved immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43082
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I was told when I agreed to the loan that I could make extra payments at any time to be applied to principal only. I did so, but in fact the detailed records of transactions showed delays in processing, application of consequent late fees and transaction charges. When I paid only the amount owed it worked without a hitch so I gave up trying to save by paying off principal faster. Now I have wrecked the car and am paying off total and I asked for an audit. More than once. And they do not even have the courtesy to reply about my request. It is not much money. I object to the way I have been treated. I believe it may be illegal and I am certain it is not the way to treat good customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Problems at the end of the loan or lease
Subissue: Problem when attempting to purchase vehicle at the end of the lease
Consumer Complaint: Called middle of XXXX about a {$4.00} charge that showed up on our credit report. After an hour, no one at Ally could tell us what it was for or how we could pay it. Two weeks later, received a call that our lease was up on XXXX XXXX. We received no letter, no one said anything when we called earlier. We called to tell them we wanted to purchase the car. Two hours later, after they sent us to their loan department, we finally got off the phone. They said theyd call back the next day. No one called. Concerned I called them. They said everything was fine and for us to wait to hear back on the loan. Finally yesterday after no hearing back from anyone, I called them. Two hours later, still no one could help me. Said theyd call me back. No one did. We get a call this morning saying they want to know the location of the car to repossess it. Called the number left six messages, no one called back. Called another number, was on the phone for two hours. Finally they suggested we go immediately to a dealership to get a loan. Went to dealership. It took them over an hour on the phone to get someone to give the buyout amount. This amount was different from any of the three different amounts we were given. Because of the huge hassle, we decided to take the money out of stocks and pay them. Called back to get the address. The entire department was in a meeting. Called another number, after 30 minutes, no address. Called another number, finally got someone in the escalating department. She gave me the address. It was six hours today of nonstop calling, being put on hold, going to dealership, hold again, etc. It was a terrible experience. I got the name of two managers who were suppose to call me back but never did. By the end of it, I thought my husband or myself were going to have a XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 246XX
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I live in California. On XX/XX/XXXX in California time, I submitted 2 payments selecting XX/XX/XXXX as the payment date on the Ally app. One for {$28.00} and another for {$23.00} both to the same biller : XXXX Credit Cards. I submitted the payment and then received an email from Ally that I submitted 2 same day payments and would be charged a {$9.00} fee for each. The issue was timezones as Ally uses Eastern time. I don't have issues with the timezone cutoff, but my issue is that I was not warned that a fee would be charged for those payments or else I would not have submitted 2 payments for such small amounts to the same company each triggering the {$9.00} fee! Prior to that email, I received no warning that I was either making a same day payment nor that I would be charged a fee. I was also unable to cancel the payments. I contacted Ally immediately and asked them to assist. I offered to show them exactly what occurred and they declined to walk through it with me on the phone but said I could upload proof via their secure messaging system. I captured a video showing the issue, as I was able to replicate it again but then when trying to upload the video their secure messaging system only accepts images. The issue with screenshots is that I'm trying to how proof of not being warned of the fee, which is not something a screenshot can convey, that something is missing .... I uploaded some screens anyway and they said they found no issue, the problem is that it's only apparent in a step by step video. I called them back today asking if I could send them the video via email or some other means showing everything end to end and they stated that they're unable to accept any kind of video and that their decision was final. In essence, they are unwilling to even review my video proof of the issue, refused to acknowledge the issue and would not refund the fees. This is appalling especially when it involves charging customers fees that they then can not escape. I think this could be a UDAAP violation. I have attached video showing that I was able to replicate the exact issue minutes after those payments were created. The app showed XX/XX/XXXX as PAY TODAY and that selecting XX/XX/XXXX did not trigger a same day warning or any kind of fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In advance please note this is related to a lease concluded in XXXX. Therefore some details are now challenging to present. At auto lease conclusion in XXXX, we were informed by Ally to drop the vehicle off at any XXXX dealer. We did so at our nearest location. Note we were never asked to schedule appointment to access the vehicle for any excess wear and tear. A week or two after dropping off the vehicle Ally sent an invoice for wear and tear. I believe it was as I recall for about {$500.00}. We immediately sent letter ( attached ) disputing and pointing out that as example, a key fob they invoiced had already been returned to dealer. In addition we requested more information as to what they were charging for as none had been provided ( i.e. pictures ). After some discussions with Ally representatives, they agreed to lower the excess wear and tear amount, as I recall, I believe down to {$180.00}. We agreed and paid that amount with understanding that this would close us in good standing. Note I believe Ally sent a letter to that effect which I am searching for in records. They can not produce that information either stating that it's due to how old the account is. So in summary of information presented above regarding end of lease process, we were in our opinion over billed for lease wear and tear and came to agreement with Ally to lower the amount, which we paid. At that time all seems to have been right with the account and we heard nothing more until about XX/XX/XXXX of this year. Note during this period of time from XX/XX/XXXX to XX/XX/XXXX nothing appeared on my credit report, all scores were showing as exceptional in the 800s. Also during this time we did 2 mortgages, new auto leases, new auto loan, new credit card, etc. Not one time did this item appear as issue on credit reports. ONE OF THE ITEMS REFERENCED ABOVE WAS EVEN A NEW AUTO LEASE WITH ALLY IN XXXX OF XXXX! Why would they establish a new lease with us if we were in bad standing on previous account closed in XXXX of XXXX? Around XX/XX/XXXX my credit report was ran for a new mortgage. Suddenly there is now information being reported by Ally that the lease referenced above had been severely delinquent, paid as settlement, and includes status of " Account paid in full for less than full balance ''. To date I have called Ally on 3 separate occasions in attempt to resolve. A dispute number XXXX has been filed with them. Note information is very vague as they continually state in most instances that they are unable to pull up any account information due to be closed and how old it is. Most calls merit them not being able to state any amount being showed as owed. However one agent seemed to find a {$330.00} balance referenced. This could be the amount that they deducted from original invoice due to us having provided key fob and insufficient information to support wear/tear charges. HOWEVER, ANOTHER MAJOR NOTE ON THIS ITEM IS ; HOW CAN WE BE DELINQUENT IF THEIR CALL CENTER AGENTS CAN'T EVEN PULL UP ACCOUNT AND TELL US AN OWED BALANCE?!! As per information noted above, we did not settle this account for less than what was owed. Instead, Ally agreed that they did not have sufficient reason/information to charge us the amount originally invoiced for wear and tear and lowered. What also makes no sense is that this would be erroneously reported almost a full 5 years after account was closed. If Ally truly thought we were in delinquent, settlement, or balance owed status, why would it not report out immediately. It certainly seems they suddenly have had an account/system error that sent this incorrect information. In conclusion it is extremely frustrating that Ally representatives can produce no viable information, nor are able to assist in resolution. After I called the first time they stated it would be looked into. It wasn't until my second call that they even provided a confirmed dispute number. Note I have also attempted to log into our previous on-line account and it no longer allows me to do so. The issue likely means we may lose out on mortgage opportunity that could cost us thousands of dollars. We need immediate resolution. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46077
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My XXXX XXXX XXXX was paid and they are reporting that I have missed Multiple payments I have try to resolve this Multiple times with them and the last person I talked to said someone From accounting would contact me within 24 to 48 hours and they have not they said they were going to have them contact me because their math makes no sense and when I call the Automated payment line it says that I do not have a bill due till XX/XX/XXXX but yet on my report it says Im Multiple months behind and they will not fix this issue
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43223
Submitted Via: Web
Date Sent: 2020-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-31
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: companies obtained my credit report without my authorization
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A