Date Received: 2020-01-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I completed an extension with Ally Auto Finance on or around the XX/XX/XXXX I was told to pay a total amount of {$230.00} on or before the XX/XX/XXXX. I also was advised that i would receive a document confirming this in the mail. To simply sign the document and send it back and no payment will be due until XX/XX/XXXX. which then only a partial payment would be due. I received the document on XX/XX/XXXX us mail and i signed and returned this back via us mail. I then began getting collection calls shortly after. I then spoke to them 3 times via telephone and advised i sent the document back and have made the payment and i do not understand why they keep calling and reporting i owe them a payment. They said the extension has not been processed and that i would need to pay more money and do another extension. I advised i am not going to do that it is not my fault that they have not processed it. I paid what i was advised to pay and yet they keep calling. I then reached out twice via chat and confirmed the department has been notified to update this information. however they still do not show that i have the extension done. I then was told that they will continue to collect and call until it is processed. They keep telling me to call back in 2 days and now i feel that they are doing something unethical and wrong. They were paid as agreed to and now they are not holding up their end of the deal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53072
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Problems at the end of the loan or lease
Subissue: Excess mileage, damage, or wear fees, or other problem after the lease is finished
Consumer Complaint: In XXXX of XXXX I began a 3 year lease through Ally Auto for my XXXX XXXX XXXX XXXX. On XX/XX/XXXX I traded in my car early. The XXXX dealership provided me with a check for the remaining payments, of {$1100.00}, so that I could pay the remaining balance and close out the account. After receiving the check, I made an online payment through XXXX XXXX XXXX on XX/XX/XXXX for {$1100.00}. Being so busy and hectic, the next day, on XX/XX/XXXX, I made a duplicate payment for {$1100.00}. On XX/XX/XXXX, upon reviewing my bank balance, I realized my error and contacted Ally about refunding me. First they said my money was now in a security deposit and could not be refunded to me until my car was auctioned, sold, and reassessed. They said at that time it would be determined how much I would be refunded, if any. When I argued that they had no right to keep my money which I double paid in error, and requested a refund, they said that wouldn't be possible and told me to call my bank and ask them to stop the payment. I called the bank and they could not stop the payment, as ALLY both had already been cleared. My bank and I called Ally together and were told the same thing, that they would not be able to refund the duplicate payment, and that it would now be placed in a security deposit until the car was auctioned and sold. I was told that once the car was sold, the car would be inspected to determine the amount I would be refunded, if any at all, of the money that was paid accidentally, TWICE. I responded that I had already received the notice in the mail, dated XX/XX/XXXX, that the assessment had already taken place, and that I owed {$300.00}. XXXX for wear and tear. The representative continued to repeat herself that this was company policy and I would not be receiving my DUPLICATE payment until the car went to auction, was sold, and reassessed. After a very lengthy discussion, they finally agreed that I would not need to wait through all of that, and that they were required to hold my money for 10 business days, but at that time, on XX/XX/XXXX, the check would be written and would appear back in my account no later than XX/XX/XXXX. I asked repeatedly if they could guarantee this, and they finally agreed. However, this only happened when I called with my bank. When I called without representation, I was given the same run around. I assured them that if I didn't see the money in my account on XX/XX/XXXX, I would be calling back with my bank. They assured me the money would be refunded by then. On XX/XX/XXXX, the money was not in my account, so I called back with my bank as I said I would. At first, we were told there was no record of my double payment. After waiting on hold for a ridiculous amount of time and being transferred multiple times, we were given the same story about the car going to auction, etc. I stated that I had already been through all of that and the representative just kept repeating the same thing over and over. When my bank representative asked when the car would be going to auction, she said that she had no way of knowing, and that even when it did, that there was a guarantee I'd get my money back. I was told that this was my error and that was the policy. When I pointed out that I had been through this same discussion before and that after arguing and refusing to accept them taking my money, I was told that I would receive this refund by XX/XX/XXXX. They refused to acknowledge this and claimed that it wasn't stated anywhere on my account. When I demanded to talk to the supervisor, after being placed on hold again for an extended period, they actually disconnected the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06820
Submitted Via: Web
Date Sent: 2020-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I finally logged into my XXXX yesterday XX/XX/2020 and I noticed 8 inquiries that should not be there. I already sent in a few for XXXX and XXXX but there are a few more on my XXXX that should not be there. This all happened around the same time, on XX/XX/XXXX or XXXX. Please let me know what are the proper steps in taking these off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95111
Submitted Via: Web
Date Sent: 2020-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: My vehicle was claimed to be a total loss. After XXXX paid my lien holder there was an outstanding balance that Ally Financial was supposed to pay to finish the payoff of my vehicle. After Ally Financial paid their part there is still an outstanding balance of {$380.00} ( 0.05 daily interest rate ). When I called Ally Financial they told me ( XXXX ) that the way they determine the payoff is NOT BASED ON WHAT THE LIEN HOLDER SAYS but rather they calculate based on my payment history. First : My payment history shows that I didn't only pay my monthly payment but I also paid additionally towards the principle. 2nd : I had 1 deferred payment during the life of the loan and Ally Financial informed they are not responsible for that amount and I didn't dispute it so I went ahead and made a {$700.00} payment. 3rd : I asked the lien holder ( XXXX ) if my deferred payment effects in anyway the accurate payoff and she stated " ABSOLUTELY NOT ''. I called Ally Financial on XX/XX/2020 at approximately 1330 Hours and spoke to XXXX I informed him of the situation but he stated he couldn't help me I then asked to speak to a Supervisor, he placed me on hold and when he returned he told me that the Supervisor couldn't speak to and transferred me to the Supervisor voice mail ( XXXX ). I left XXXX a message in detail explaining the situation and asked him to call me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 595XX
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Upon pulling my credit report I noticed Ally listed which is inaccurate. I requested the debt to be investigated on XX/XX/XXXX and received a prompt response on XX/XX/XXXX only stating " we have researched our records and have determined that the information is correct '' with a bill of sale no proof of the debt. On XX/XX/XXXX, I sent another letter to requesting more information on how this was researched and to please forward all correspondence to me directly about this debt with no response within their 30 day response time frame.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I will like that the financial institution, who has finance the vehicle to acknowledge that I no longer has any responsibilities regarding this vehicle, this account by ALLY FINANCIAL was never late, correct the information to correct the wrong information in all 3 major credits company 's. to be notice as PAID AS Agree never late. Dear Miss. XXXX. 1 ) XX/XX/XXXX ( new contract ) with XXXX XXXX XXXX and Ally Financial., and, A ) When I'm at the table of negotiation with the Dealer, I'm in a total agreement with XXXX XXXX by presenting the terms and conditions that not only the dealer has but Ally Financial as well. During the purchase time of such vehicle, I could either say no, an walk away or agree to terms and condition presented to me at that moment, were During the process of leading with the terms and conditions. Im was never told told, Ally only purchase Retail installments after a sale is been completed from dealer. Im signing a documents were states I'm agreeing with the terms of the financial ( ALLY FINANCIAL ) institution as well the dealer. B ) As we are well aware ( Beginning ) will be the first of each month ( CORRECT ) on my account, not the ( 01, of each month ). Therefore from XX/XX/XXXX till XX/XX/XXXX are 30 days. not starting from the First day of the month. ( CORRECT ) Please answer this questions why are you walking away from some it is true and is right. I believed I paid on time the fee in order to have all the XXXX of each month to complete a payment. Also in the contract sing are the terms by ALLY Financial Again so from the Beginning it has been Ally Financial and XXXX XXXX all alone contract not just XXXX XXXX ALONE. Another interest point under the contract were I Ally Financial XX/XX/XXXX, As I explain I agree it is a paragraph that states if Im not able to do so ( payment {$810.00} ), I still have an extra 10 days, ( 10DAYS ), period of grace to complete each payment, that is the agreement I have sign we understand that correct, back on XX/XX/XXXX, and is very clear and there no but this and that, or he said she said. So what I do not understand is that know and quote, ( Ally Only purchases Retail Installment Sale Contracts ( AFTER ) the dealership and the customer have agree to the terms. Ally 's only product are the financial services we offer. From the moment I AT the table of negotiation Ally 's Financial has and was present, may not be physically but by phone and papers. How can Ally said and I quote ( Ally does not participate in negotiations between the dealership and the customers ) when Allys agree to approve a loan at a rate of 13.64 % with a terms of 75 months installments XX/XX/XXXX. How can Ally said only purchase Retail Installments? C ) Back to the ( beginning ) XX/XX/XXXX to XX/XX/XXXX 30 days we agree A ) XX/XX/XXXX till XX/XX/XXXX is only 25 days not 30 days. ( 25 DAYS NOT 30 DAYS ) WHY CAN YOU SEE THIS ) Our year calendar has 30days, but on my account in order to be chronological states that from each XXXX of the month, that payments are do each XXXX first of the month, so look from when the dealer purchase the loan back I have no responsibility any longer. D ) A contract become a legal document when either is Verbal, ( example ) in the old days hand shake, or now days to avoid such issues and predicaments, a legal document is sing correct. A ) Contract law regulates the obligations established by agreement, whether express or implied, between private parties in the United States. The law of contracts varies from state to state ; there is nationwide federal contract law in certain areas, such as contracts entered into pursuant to Federal Reclamation Law. Therefore Miss. XXXX ; Right on about this dates XX/XX/XXXX, we could stipulated that a new contract was sign by 3 parties, XX/XX/XXXXXXXX, Ally Financial, and Mr. XXXX. Right around this Date the contract sing back on XX/XX/XXXX, was void, terminated, finish Between Mr. XXXX and Ally Financial. Therefore a new Contract takes place right on around XX/XX/XXXX, that from here and thereafter XX/XX/XXXXXXXX, takes full responsibility and according to the Law of Florida after Releasing the Title of the vehicle Mr. XXXX has no longer any type of Responsibility or Jurisdiction from here on XX/XX/XXXX. A new contract enters in effects. Therefore Miss. XXXX, Mr. XXXX contract is over from XX/XX/XXXX, so How is that Mr. XXXX is late on the month of XX/XX/XXXX, when at no point Mr. XXXX neither was late of any payment, when the beginning of each month, is the XX/XX/XXXX in which it has been already establish not once but twice, therefore Mr. XXXX should not be penalize for any late month specially were are a power of attorney issue at the time XXXX XXXXXXXX decided to buy back the car. So I ask and I pray that this mistake be complete sponge from Mr. XXXX credits agencies at most, such as XXXX, XX/XX/XXXX, XXXX XXXX. I also must said during conversation was agree, upon the month XX/XX/XXXX XXXX were Mr. XXXX XXXX, evidence states that XXXX XXXX will take care all payments. Including the reimburse of all payments made against the loan. Therefore is why Mr. XXXX XXXX, ( DEALER ) decided to buy back the vehicle year of XXXX XXXX XXXX, again this is not about the experience of the vehicle, but the correction on Mr. XXXX Creditors. I must also said, it is very strange I try to reach Ally Financial in many occasions, countless I will said, I wouldnt get any were, will get answers from XXXX, XXXX, even XXXX calls were been rerouted all over expect to right Department. Miss XXXX ; Estrange do not even know last name, not that we need it, but is a way of Curtsey. How it executive to present then selves, and the company they Represent. Imagine If, CEO, XXXX XXXX. XXXX ally Financial, dont present properly in a conference, how do you think hes representation may look if he don't represent him self correctly. I have sent a official letter can you beloved this letter were r return to the address you have provided to me do you think this is right right at All. I said from XXXX XX/XX/XXXX are 25 days not 30. Also XXXX XXXX purchase the contact, the title was sign with a power of attorney on XX/XX/XXXX. All I ask is to clear my credit not only one month but both XX/XX/XXXXand XX/XX/XXXX, we could stop this back and forth e-mails. I can stretch this anymore. Thanks Respectfully Mr. XXXX I pray that the Consumer Financial Protection Bureau can make the proper Ruling and clear Mr. XXXX of any wrong doing. And if any evidence is need we are happy to present.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34772
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Company advised of a website update for a period of one week, from approximately XX/XX/XXXX to XX/XX/XXXX. Company claimed that one time payments are unavailable during this period. Company claimed that if you paid your monthly auto loan payment via debit card, that the fee would be adjusted on your account. Well, I made my payment on XX/XX/XXXX and the measly {$3.00} has not been credited to my account. In fact, after 45 minutes on the live chat with this company, I was informed by XXXX with a reference number XXXX that it would be resolved. Several days later this has not been completed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My XXXX featured was blocked an I couldn't get to the fraud department after waiting for more than 30 minutes. The call back are 48 hours. I got missed call and try to reach them again and was put in a very long hold. This is totally unacceptable where the bank try to save money by putting extreme inconvenience to their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2020-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: Mr. XXXX used XXXX from Ally Bank to send Mr. XXXX {$400.00} on XX/XX/XXXX. Mr. XXXX waited 3 days before receiving a notification that the money was sent. 2 days later, Mr XXXX was notified that the transaction was declined manually by Ally bank. According to his bank XXXX XXXX XXXX. after a week of waiting around the money has not been recieved be Mr. XXXX or Mr. XXXX. After 2 more weeks of waiting both banks are now pointing their fingers at each other and at XX/XX/XXXX we are choosing to file a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Getting a loan or lease
Subissue: Problem with signing the paperwork
Consumer Complaint: I traded in my XXXX XXXX for a XXXX XXXX XXXX at XXXX XXXX XXXX in XXXX XXXX, Texas on XX/XX/XXXX. Right after I signed the lease I told the salesman that I had my doubts about what I had just signed and wanted to cancel. The salesman told me that I could go back the next morning to either undo the lease, select a different vehicle or modify the existing contract. I told the salesman that my concerns were the following : ( 1 ) I was promised a 36/month lease and the contract was for 39/months. ( 2 ) I was promised to have my trade paid off and not have negative equity rolled in and negative equity was rolled in. ( 3 ) There was a Rent Charge in the contract for {$6500.00} which was about half of the 39 monthly payments. When I went back to the dealership the very next morning, the finance managers did nothing but tell me how good my contract was and that a high residual was to my advantage which I disagree. The finance manager also told me that he did not know why this salesman had told me that I could undo the lease if that was not possible. Then I saw an article where Ally which is the finance company that XXXX XXXX XXXX used, had a XXXX discrimination settlement. I was wondering if you could review the attached narrative and documents to see is I am a victim or the same type of violation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78045
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A