Date Received: 2019-03-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a auto loan with Ally Financial. My vehicle was totaled. I contacted the lender and asked them if I still needed to make a payment, since my insurance was going to be paying off the loan. They advised a payment was due, but that we had until XX/XX/XXXX to process the payment and confirmed that I could make the payment as I had always done, online. Upon subsequent contact made to the lender, they still confirmed that a payment was required, but not one representative advised us that we would not be able to make the payment online. I As we checked the account waiting for the insurance payment to post, we were unable to even login to the service on XX/XX/XXXX and upon being able to log in successfully on XX/XX/XXXX, the vehicle was no longer showing on the online account. We did not know if we needed to make a payment and could not contact their customer service as they were closed that day. On XX/XX/XXXX I received notice by credit bureau alerting that Ally Financial was reporting my payment as late, that no payment was received between XX/XX/XXXX and XX/XX/XXXX. I contacted the lender and advised them of what I had been told and that the vehicle was no longer showing online. They then told me that once a vehicle is totaled that you are no longer able to make a payment online, as the account is closed. This information completely contradicted the information provided by the original representative and subsequent representatives. I asked to dispute the late payment they were reporting, because we were provided wrong information by their representatives. After 3 unsuccessful requests, I began disputing the information with the credit bureaus. The payment history was still not updated. I contacted Ally again on XX/XX/XXXX and requested they send me a copy of the payment history. To my surprise, the lender provided me a payment history showing a payment was received on XX/XX/XXXX in the amount of {$2200.00}. I provided this information to the credit bureaus and they are still advising me that the lender needs to correct how they report the account. I contacted the lender on XX/XX/XXXX and asked how they could provide a payment history that shows there was no 30 day gap in payment history, and still report the account as late to the credit bureaus. The lender advised they did receive a payment credited as of XX/XX/XXXX for {$2200.00}, but the payment was reimbursement for the extended warranty protection on the vehicle and only reduced the principal balance. It is bad business to tell a customer that no payment was received and report a late payment to the credit bureaus, then later come back and say they actually did receive a payment, but it was the wrong kind of payment. The lender knew the vehicle was totaled. They knew the insurance was sending a payment. They received a payment far in excess of the amount due and still made the decision to negatively impact the consumer over a situation that could have been entirely avoided, were it not for the wrong information provided by their representatives to begin with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 57106
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Ally bank is showing me As paid late XX/XX/30 and this is not correct ally bank finance rep failed explained that this was an error in the payment processing on ally bank part and they would Assure I wouldnt not occur any late payment and Fees and now my payment shows late as a result of their processing error
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Ally home loans bait and switched my mortgage application. When I applied for pre-approval the loan officer 'locked me in ' at 3.99 % for my mortgage. After I paid the {$550.00} appraisal, and was weeks into the contract with the buyer, they discover that I don't qualify for the Jumbo loan due to credit depth, and switched my rate to a new loan at 4.375 %. They had accurate information before at the time I applied for the pre-approval, but waited until I was desperate to close to switch the rate.
Company Response:
State: CA
Zip: 95050
Submitted Via: Web
Date Sent: 2019-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX - I co-signed for a vehicle - I was notified that the vehicle was involved in an accident and totaled - Insurance would pay the loan this was in XXXX - then I received a letter from Ally that payment was not made - I called the insurance company they did process the payment, I called Ally back the girl I spoke with, XXXX, said it takes 3-4 weeks and to make sure I called back to check or Ally would notify me. I waited and the payment was received - I got another letter late XXXX regarding a balance due - I called Ally and the Primary Acct. holder made payment arrangements for the balance of {$1500.00} - I said ok. I got another letter from Ally stating that the balance was still outstanding this was in XXXX. I was told that contact was made and I would receive a letter once the loan was paid in full - In XXXX I got another letter and I called and I said look I'm paying this balance and I'll go after the Primary for any money I was out and I paid it in full XX/XX/XXXX in Amt. of {$1600.00}. I did it through XXXX XXXX XXXX ( PURCHASE AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX NY XXXX CARD XXXX - I was then astounded that it landed on my report - I disputed both on my report and Ally - Ltr received XX/XX/XXXX from Ally they will not remove it from my credit report. I called and said why, I paid even when Ally was still waiting and dealing with the primary account holder person. I paid the balance in full - I have worked to start healing my credit and I should have been told on the first call what they were going to report. I paid it in total. Ally Acct # XXXX Ally XXXX XXXX XXXX XXXX MN XXXX - ( T ) XXXX - It is still showing on my report in the amount of {$1500.00} and Ally said no it was accurate credit information furnished to credit reporting agencies - The Credit Agencies said Ally has to request it to be removed. Please any help is so greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 897XX
Submitted Via: Web
Date Sent: 2019-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: My husband and I bought a used SUV in XXXX of XXXX. I never had any problems paying the loan until I lost my job and moved in the spring of XXXX. I worked with Ally Bank to keep the vehicle. I was told that I had to send a certified check in the mail, and when I did it was sent back. Every time I tried to make a payment with ally they would deny the payment or send it back after I was told to send it. They would have me pay through XXXX XXXX, threaten for the vehicle to be taken, long before I was 60 days past due, I was always in contact with ally bank trying to make arrangements to keep the SUV. The car was repo 'd in XXXX of XXXX. I tried to voluntary repossess the car, but it wasn't picked up for over a month while I kept calling Ally. They would never answer my question as to why it wasn't being picked up. When it was picked up it was XXXX and they knocked on every apartment door because I didn't answer right away because I was sleeping.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-18
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I currently have an auto loan with Ally Auto Finance, a subsidiary of Ally Bank that I am trying to refinance, I had the refinance bank send a check over to an address that an agent at this Ally Auto provided and requested the check be mailed to. The check was received and signed for by an agent of the bank on XX/XX/2019 ( XXXX tracking # XXXX ). After a few days and increasing concern, I checked-in on the status because the amount had not reflected, after spending minutes over the phone, I discovered the check was just sitting there, no one had bothered to send it to the processing center. Ally Auto claimed it was the wrong address and would send the check over to the right address. They asked for XXXX days for the check to reflect, however, today is XX/XX/2019, and the bank has reverted to its old position of claiming they can not find the check ( {$17.00}, XXXX ), " give it a few more days ''. The bank has a call center located in the XXXX and it is extremely hard for them to comprehend simple requests that are made of them. The agents in the XXXX do not have access to much information and can not solve real issues. I had to refinance my car in order to get my mortgage loan approved, else, I start paying fines/fees come Wednesday XX/XX/2019. I stand to lose $ XXXX in downpayment money and applicable fines if I do not go to settlement by the agreed upon date. An alternate solution will be to have the refinancing company send another check to them and cancel out this one. However, that will take more days I do not have and can not afford. I have had to pay the full amount owed on the vehicle out of pocket. Ally Auto Finance misplaced the refinance check. They practice an inefficient system of receiving checks at one state then forwarding it to a different state for processing. There are two problems with that. The first is that it takes several days to move from point A to point B once they have received the check at point A. The second problem is that they don't track the checks from point A to B. As a result they were unable to tell me where the check was for 10 days and I ended up having to pay over {$16000.00} out of pocket.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21220
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-18
Issue: Can't contact lender or servicer
Subissue:
Consumer Complaint: I have recently moved from one state to another. It just so happen that the registration on my car expired at the same time the move occurred. I called them and asked them to please e-mail me the title so that I could register my car. This took two phone calls and finally me contacting them on their website to get this done. When I received it I noticed that is was incorrect and my name was not on the title. So i then contacted them and after being on the phone for over an hour was informed that they would overnight the package to me. This was on Wednesday XXXX the XXXX. I was told I would have it by the following Monday. Finally on the XXXX. I contacted them and they continued to put me on hold after being on the phone for over an hour I asked the person if they could please contact me back once they have an answer for me on where my title was. After three hours passed I called back and talked to someone else who continued to put me on hold again and after fourty five minutes I then asked this person if they would PLEASE RETURN my phone call this time once an answer is found on where my title was. The following day I had still not received a call so I called back and this person told me that the title they sent to me had been returned to them on the XXXX for some reason that they would be sending me another one that someone from their department would be calling me very shortly. Again the next day I had still not received a call so i called them back for this person to say nothing was on file that that he would have to put me on hold. I sat on hold off and for a hour and a half for this person to finally tell me that they would overnighting me the title again. I thanked them and thought that was the end. Then the following day i received a call form one of them informing me that they were having to order a duplicate copy of the title that this would take two to three weeks and then they would be sending me the information i needed to get the title fixed so that the title would be in my name with Ally as the lean holder, like it should be. Then once they received it they would call me back and over night it to me again. The problem I have with this is my car registration is out. I am not able to drive my car at all that I am making payments on. I have already been waiting a month and I have another 2 weeks at least that I have to wait for them to even get the title that I dont understand how they lost when they told me it was returned to them on the XXXX of XXXX. I will be waiting nearly two months for this company to do something that should have only taken a few days. I will be paying {$230.00} two different times for this car that I CAN NOT DRIVE because this company has messed up and continue to delay me at every turn. I can not get a job in the new town I live in because I do not have transportation. It is hard enough for me to find transportation for my children and I for the things we have to do such as get groceries and such. I would really appreciate your help in ensuring that I can get the required things needed to register my car and I do not think it is fair that I will be paying for my car for two months that I can not drive my car. My payment are {$230.00} a month. This is me paying {$470.00} for a car that i can not drive because the company i pay will not do ANYTHING in a timely manor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2019-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have disputed this company in the past. They do not have updated information on my credit report. I have been making my payments every month, plus additional payments and it shows that the payment history is still past due, since XX/XX/2018. This is affecting my credit score and I want it taken care of immediately. I am so done with this company. Ally Financial.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Ally will not answer phone, no matter when I call they put me on hold and say there is a 6 min. wait time,6min. go by and they say again there is a 6min. wait time.I am unable to withdraw money that I need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2019-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: We bought a car from XXXX on XXXX in XXXX. When we arrived on the car lot we informed them we were looking for a safe reliable family vacation vehicle. We also let them know our two year old would ride in it daily so we needed it to be safe. We left with a XXXX XXXX XXXX. Two weeks into having the vehicle we noticed it wasn't driving right. We took it To our mechanic who said there was an extreme oil leak and an extreme differential leak. We didnt believe it since it had just passed inspection 2 weeks before we purchased it. We took it to two other mechanics who stated the same thing to us. We contacted XXXX and they told us to take it to there approved vendor to get looked at. There vendor said he didnt see the oil or differential leak. He was also the same person who passed the inspection on it. He kept the vehicle for about two days to make some repairs and gave it back to us and said it was good. We thought the car was fixed until two months later there was smoke coming from the hood of the car. We took it back to our mechanic who said if anything was fixed he wouldnt be able to tell since it was all used parts on the vehicle. He stated it still had an extreme oil leak, differential leak and also a transmission leak as well. We had a state trooper look at the car with the mechanic who said the vehicle is life threatening to drive and there is no way it should have passed inspection. The trooper said since it has been so long since we purchased the vehicle he wouldnt be able to issue the citation but he would have a talk with the approved vendor about it passing it when it should not have been. At this point we contacted XXXX and told them everything and they said they would have a tow truck come pick the vehicle up and they would look it over again. After looking it over they decided to allow us to come look for a different vehicle at XXXX on XXXX XXXX. When we arrived the first vehicle we looked at had a crack in the windshield. We asked how it passed inspection like that and we were told it must have just happened that day. We were not feeling good about getting another vehicle from them and was already advised by XXXX on XXXX XXXX that the XXXX location stated they were going to pay off the XXXX XXXX loan. So we thought we were done with them until I got an email from XXXX stating they dont know who stated that but they were wrong and we would have to pick another vehicle from them. We found another vehicle and had it checked out by our mechanic before returning to the XXXX location to make the switch. Then we were advised it had been to long since the first loan so they couldn't switch out the vehicle and would have to pay off the old loan and make a new loan. Now I have 8 hard inquires on my credit report. I dont know why since all of this was over ONE vehicle that was sold to us. My family is trying to buy a house and this is going to hurt us now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2019-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A