Date Received: 2019-03-27
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: I have paid all my lease payments in full. On XX/XX/2019, I received a letter from Ally Financial concerning return of the vehicle. It expressly stated it could be returned to " another local franchised dealer '' or I could call Ally to " make alternative arrangements. '' I initially called the dealership from whom I leased the car and was told they had no " room '' to take my car back and I had was required to find a dealership that would accept the vehicle. I called the national offices of XXXX and they called the dealerships to inquire who could accept the vehicle. In the meantime, I called Ally in an attempt to schedule a third party inspector to look at my vehicle, an option offered by Ally in their " Vehicle Return Kit '' online. Ally stated the inspector would contact me in 48 hours. My husband had to call Ally back multiple times because the inspector did not call. Ultimately, I was able to return the vehicle to XXXX XXXX XXXX onXX/XX/2019. The third party inspector finally contacted us nearly a month later. So, we did not have the inspection by the third party inspector. When we returned the car to the XXXX XXXX dealership, a form was filled out that reflected we returned both remote key fobs, the owner 's manual, spare tire and all floor mats. A copy was provided to us. The only damage documented was " scuffs '' on the right rear and right front wheels. I received a letter from Ally on XX/XX/2019acknowledging the vehicle was returned to XXXX XXXX XXXX, and Ally intended to sell the vehicle. Ally requested a signed verification of the odometer reading which I provided. No other issues were mentioned in the letter. Then, on XX/XX/2019, I received another letter from Ally. This letter falsely claimed I terminated the lease " early '' contrary to the last invoice I received from Ally stating " your lease is scheduled to end on XX/XX/19. '' The letter also sought to charge me {$1400.00} for alleged missing key fob, tire inflator and purported damage, contrary to the intake form filled out by the dealership. The form reflected " scuffs '' not " gouges. '' The form allowed for designation of " gouges '' if applicable. When I called Ally onXX/XX/2019, I initially spoke with " XXXX '' and was told he would submit a dispute of the charges based on the dealership form. He also stated that if the vehicle is sold for less than the residual value, no further charge would be imposed ; but if the vehicle was sold for more than the residual value, the excess would be applied to any charges based on an " early termination '' of the vehicle. That same day I got a follow up call regarding the " dispute. '' The woman I spoke with basically told me the dealership form was meaningless. Ally conducts its " own '' inspection notwithstanding the XX/XX/2019 letter from Ally said I could return the vehicle to a dealership. She claimed the dealership only provided Ally with one remote contrary to the completed form. She stated I would have to get the person I returned the vehicle to to " confirm '' receipt of both key fobs. The balance of the charges contrary to the form, however, would remain regardless. Ally has placed the burden on me to prove their charges are unjustified, but will not accept the dealership form as proof. The XX/XX/2019 letter threatens a " negative credit report '' if I " fail to fulfill the terms of [ my ] credit obligation. '' This is extortion since there is no way to dispute the charges because Ally disregards the inspection conducted by the dealership to whom I returned the vehicle at their instructions. The Ally dispute reference number is XXXX. When I stated to the woman that Ally would just have to sue me for the fictitious charges, she hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2019-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: When I am 15 days late on a payment I am charged a late fee. When I log into my account and pay the late fee I thought it was being paid. The late fee payment that I made was not credited to the late payment, this happened numerous times. I only find out when Ally sent a letter in the mail that the fee wasn't applied and was still being reported late, over 30 days. I have to physically call Ally and complain numerous times. When I call they tell me they will fix it so I thought that they did. Now I am being told by a mortgage company that it is still showing over 30 days late numerous times. Please see the attached file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2019-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-27
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: I had a early Auto return of my lease which was expected to end in XX/XX/XXXX. In early XX/XX/XXXX I contacted the Ally Financial Rep and discussed about the early return process of my leased vehicle. They instructed that I had a lease buyout payoff balance of {$2200.00} if I pay off by XX/XX/XXXX but was told that I will be getting a final bill of the lease buyout balance so I can pay that bill and not the upcoming payment. My auto lease payments were automatically recurring for {$450.00} every month and was deducted on the XXXX of every month, but the Ally Rep discontinued my auto pay after I told him that I will be returning the vehicle to the dealer to process the Early Lease Vehicle Return buyout process. At that point I was told I did not have to continue with the Auto recurring payment since I will be getting a final bill that I can pay off the balance for which was expected within a month or two of processing time ( Expected latest XXXX ). I returned the vehicle to XXXX at XXXX of XXXX on XX/XX/XXXX and the lease return was processed by XXXX XXXX ( extension XXXX ) thus did not have my vehicle in possession since XX/XX/XXXX, expecting a final bill from Ally ( latest XX/XX/XXXX ), but instead my account was taken to Collections. I called Ally numerous times to ask about the final bill however they could not help with the process because all they can say was that it was pending and was eventually investigated that the Dealer did not perform their end of the work to submit the return back in XX/XX/XXXX when I returned it, but rather it was processed in XX/XX/XXXX. At that time, just to keep them from further hurting my credit, I gave in to pay {$1200.00} balance on XX/XX/XXXX despite receiving the final bill. By that time, my account was sent to Collections because I got instructed a ill-advised instruction to wait for the final payoff invoice from the Ally Representative and also the Dealer ( XXXX XXXX ) not performing their job to process the Lease Return back in XX/XX/XXXX. I finally got the final pay off balance bill in XX/XX/XXXX and paid off the final balance of {$730.00} on XX/XX/XXXX, however the lousy work ability of the Dealer and the ill-trained bad information of the Ally Rep from XXXX during my lease return delayed the return process further preventing Ally to formulate the final bill for my final payment in XXXX rather than XXXX. I have attempted 3 times with Ally to help correct this unique situation of inaccurate late payment and that the discontinuation of recurring auto payment was discontinued by the ally Rep who gave inaccurate information about the lease return payment expectations and process, however Ally did not own up to their bad information. My credit is damaged from XXXX to XXXX and this is causing problems. Please help recover this bad situation so that Ally can own up to their own bad training and ill-advised information, especially now that they have no reason to deny that I owe them since all balances were fully paid off due to their own delay mismanagement of a simple Early Lease Return on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92835
Submitted Via: Web
Date Sent: 2019-03-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Inaccurate late payments reported by Ally Auto. After six different attempted disputes all they do is move the inaccurate late payment to a different month, somtimes 2 or 3 months from original month reported. When attempting to contact Ally Auto directly I am places to an outside call center and told there is no back line to speak to supervisor and that I must dispute through credit reporting agency. I am disgusted at the level of service from this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2019-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: 8 months ago i spoke with a supervisor at ally financial in regards to them calling my family members as well as the car salesman that sold me the car whenever i got behind on my car note. They assured me that they will remove all numbers that is not my contact number so no one else other than myself would receive a call if i ever fell behind again. i have also inquired on a bill they are charging me for a repossession fee when my car has never been repossessed. i have spoken with several people as well as management in regards to this charge but yet have not have it resolved and i still am getting billed for it. it has been over 6 month and no one has returned my call or have not removed this fee. now that i have fallen behind again they have started to call the salesman that sold me the car ( a person i don't know personally ) my parents and a friend. when i call them and ask for a supervisor, all they do is put me on hold or say that all of the supervisors are in a meeting than fowards me to a voice mail. i don't understand how every supervisor for such a large organization is always in a meeting when i ask for one!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-25
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: In connection with Ally Financial : this company has been horrible to work with. In the last year since purchasing the vehicle, repeated requests for statements so that we could make timely payments were ignored. We got fed up and refinanced the car through XXXX in XX/XX/2019. We were provided with a verbal 10 day payoff. XXXX paid that amount and added {$200.00} to the payoff as a pad. Ally claims we still owe $ 10+ over and above the payoff amount and refuses to release title to the car. We have sent checks to the payoff address provided, one for {$10.00}, one for {$11.00} and one for {$15.00} and Ally to date has refused to apply payments. Ally has also refused our several requests for a complete breakdown of how the payoff issued from XXXX was applied. XXXX Ally it seems that we are not the only ones who have had bad experiences with this company. I just want the title released to XXXX and a complete accounting of how the payoff from XXXX was applied : we should not have been short.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92595
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-25
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: On XX/XX/XXXX, one week after we turned in our lease vehicle early and paid the last payment, Ally sent us an estimated property tax bill for {$650.00}, which the City of XXXX has a due date of XX/XX/XXXX. Due to making the last month 's payment after turning in the vehicle they subtracted {$53.00} making the estimated balance {$600.00}. This was the first year of the XXXX XXXX car tax phase out so I knew that the estimate was not accurate. We spoke with Ally, on a number of occasions, and requested a corrected bill with the actual amount due for car taxes, Ally failed to send us the corrected bill and sent our account to collections. In XX/XX/XXXX, Ally charged off the amount of {$600.00}, we went to the City Tax Assessor 's Office and obtained the actual amount of {$510.00} and sent payment of {$460.00} because we deducted the {$53.00} that they took off of their estimate. Ally is demanding payment of {$130.00}, which is the remainder of their " estimated '' bill. This caused our " perfect '' credit score to drop 120 points. We have paid the actual amount of our car taxes to date and demand that this charge off be removed from our credit reporting with all three credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02886
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-25
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Dear Sir or Madam : Your office has contacted me about a debt you claim I owe but which I have no knowledge of, nor did I consent to opening this account. My identity was stolen after my wallet was stolen with my social security card and drivers license. The purpose of this letter is to dispute this debt, which I do not believe I owe, and to request that you validate it by providing the documentation and information requested below. This is not a refusal to pay, but a lawful notice sent pursuant to the Fair Debt Collection Practices Act, 15 USC 1692g Section 809 ( b ) that your claim is disputed, and validation is requested. Pursuant to Section 809 ( b ) of the Fair Debt Collection Practices Act : If the consumer notifies the debt collector in writing within the 30-day period described in subsection ( a ) that the debt, or any portion thereof, is disputed, or that the consumer requests the name and address of the original creditor, the debt collector shall cease collection of the debt, or any disputed portion thereof, until the debt collector obtains verification of the debt or any copy of a judgment, or the name and address of the original creditor, and a copy of such verification or judgment, or name and address of the original creditor, is mailed to the consumer by the debt collector. Accordingly, please provide me with the following : 1. A detailed accounting of what the money you say I owe is for ; 2. A detailed explanation of how you calculated the amount you say I owe ; 3. Copies of any documents with my undisputed wet ink signature, that prove without a doubt I agreed to pay what you say I owe ; 4. Identify the original creditor, the original date of the account and provide their current contact information ; 5. Proof that the Statute of Limitations has not expired on this account ; 6. Documentation showing that you have the legal right to collect this debt ; 7. Documentation showing that you are licensed to collect in my state ; and 8. Provide me with the contact information for your Registered Agent for Service of Process I am fully aware of my rights under the Fair Debt Collection Practices Act and the Fair Credit Reporting Act and I know that because I have disputed this debt in writing within 30 days of the date of your bill, you must obtain verification of the debt against me and mail these items to me at your expense. Additionally, you can not add interest or fees except those allowed by the original contract or state law. While you are not required to respond to this dispute, any attempt to collect this debt without validating it violates the Fair Debt Collection Practices Act. Also, be advised that I am keeping very accurate records of all correspondence from you and your company, and I will not hesitate to report violations of the law to my State Attorney General, the Federal Trade Commission and the XXXX XXXX XXXX. I have disputed this debt ; therefore, until validated, you know your information concerning this debt is inaccurate. Therefore, if you have already reported this debt to any credit-reporting agency, such as XXXX, XXXX or XXXX, then you must immediately inform them of my dispute with this debt. Furthermore, reporting information that you know to be inaccurate or failing to report information correctly violates the Fair Credit Reporting Act. If your offices have reported invalidated information to any credit reporting agency, said action might constitute fraud under both Federal and State Laws. Thank you for your cooperation,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-24
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I've had a loan with Ally Auto Loan since XXXX, for XXXX XXXX. I have always paid more than the monthly amount of {$410.00}, except a few payments for months. It's the end of loan and I still owe. My last payment should have been XX/XX/XXXX if I had just paid the monthly payment of {$410.00} each month, however, I didn't. I paid {$450.00}. I feel this loan should have ended in XXXX or XXXX and for some reason I still owe more money and I have a 8.4 % interest rate. I'm confused. Why is that happening. I have talked to them and they keep giving the wrong information. I asked for a payment history 3 weeks ago and I have not received. I wanted the history to show how they applied payments. I have all my checks to show I made payments, when and how much. I have not received that information as of today, XXXX/XXXX. I have screen shoots on a few payments made in the last few months. I feel like I have gave money away. I was trying to pay it off early, however, that did not work by paying the extra money. I would pay extra money each month and it would show I owed less than the monthly {$410.00}, but I still paid {$450.00} or more a month. Help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 270XX
Submitted Via: Web
Date Sent: 2019-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Purchased an auto on XX/XX/XXXX Received first bill XX/XX/XXXX Bill due XX/XX/XXXX On the bill it says THE TIMING OF YOUR PAYMENT WILL AFFECT THE FINANCE CHARGES YOU PAY OVER THE LIFE OF YOUR AUTO ACCOUNT. I called the company Ally Financial based out of XXXX MN, to ask what this means. The answer I received is after 15 days a late fee would be charged to the account and every day after that time period if payment is not made finance charges are added for the life of the of the loan. So I think this is what it means though it is not clear. if I was late for 1 day past the due date whatever interest that accrued would be added to the loan and interest would be paid on that amount for the rest of the loan. So for example if {$1.00} was the interest for one day after the 15 days allowed that {$1.00} would be added to whats owed and for the rest of the life of the loan that extra dollar will accrue interest. I also was told by the finance company that the dealership should have informed us of this policy and they did not. Also after talking to the finance company, I called The dealership and was told that is a common practice for all finance companies. I have never noticed this to be the practice of loan companies. I dont plan on paying my payments late but things happen. Attached is a copy of the policy in question that was on my bill for the loan company.
Company Response:
State: TX
Zip: 773XX
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A