Date Received: 2018-09-04
Issue: Problems at the end of the loan or lease
Subissue: Problem extending the lease
Consumer Complaint: I had my account set up with Ally Financial on automatic payment. When my lease was up I extended my lease yet they they failed to notify the me that the auto-pay deactivated. I have always made my payments on time never being late the term of my lease.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Ally Bank has been requested to close all accounts opened in my name without authorization. Several disputes for the unauthorized use of my information have been made and to this date the financial institution has refused to act appropriately. I continue to receive calls from representatives regarding new accounts being open and access remains for accounts that have been disputed. Unauthorized activity remains unaddressed and dispute for unauthorized/improper debit remain unresolved. XXXX XXXX continue to provide false statements contradicting recorded calls and obscuring resolution process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Ally finances states that on XX/XX/2017 I applied for a loan which I never did. There are hard inquiries on my credit reports XXXX XXXX, XXXX and XXXX. I called ally finances and they stated there were no accounts under my name on file, and they wouldn't take this fraudulent information off my credit reports with XXXX XXXX, XXXX and XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2018-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-02
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Also involves the phone number XXXX. I have already made payment arrangements with the collector and their website shows the payment arrangement. Even after making an arrangement they still continue to call me. They continue to call me multiple times per day and 1/2 of the time their automated system just hangs up when you answer. The rest of the times the automated dialer tells you to hold for an important message and then you sit on the phone waiting for a representative who tells you that you need to make a payment even if you've already made an arrangement. they still continue to call me anywhere from 4- 8 times a day. phone calls begin at exactly XXXX XXXX and continue throughout the day even if you've already spoken to somebody. Also, I just made a payment two days ago and I am not even past due anymore but they still keep calling me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2018-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ally is saying that i have multiple payments missing from 30-90 days past due. My payment was not past due, I made what they call an " extension '' to change payment times. every time in my requests there representatives in the calls were always assuring about the effects of the request. never was there a mention of a late payment resulting in the process. Now im even experiencing my account payments being at there competition, while the company is still seeing to mark my account as such. even going as far as to reporting i have {$11.00} remaining to pay on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Ally Financial Inc. is providing inaccurate billing for the month of XXXX 2018 balance due is {$1800.00} with late charges of {$100.00}. In addition to inaccurate billing each statement is showing a remaining unpaid balance of {$19000.00}. I received a letter dated for XX/XX/2018 from XXXX XXXX, XXXX Customer Relations in reference to a complaint file on XX/XX/2018 through Consumer Financial Protection Bureau for a fraudulent loan. In the correspondence and based on the review on my account, Ally believes they are furnishing accurate and complete information of credit experience with the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I had my loan serviced through Ally Finacial and have decided to surrender my unit due to threatening collection practices being done by the collections department. They use different numbers to get a hold of customers and went as far as calling me blocked on several occasions. They would threaten me to pay and would tell me that my car was going to get repossessed even though at times I was only a week or two behind. The agents would not notate the account and when I called in they denied this. This is called deceptive phone practices and I feel like I was being discriminated against due to my race. I want to put together a class action lawsuit because I know I am not the only customer that his happened to. I have a record of the calls and voicemails from blocked numbers. Please reimburse me my funds and treat your customers right. You can not call blocked and or stop documenting accounts. I will post on social media and also send a complaint to the attorney general and federal trade commission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Ive made Ally Financial aware that due to a divorce and reduction in income i was having difficulty making payments on my vehicle. Although they have issued 2 payment deferrments in the past, i feel based on the circumstances they should have considered lowering the payments temporarily to allow me a chance to get things caught up. Their representatives have been extremely rude and uncaring, only interested in collecting money. Not all of them, but most.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was promised by several representatives from Ally Financial Auto Loan Department that they were able to remove late payments from Ally Financial. It never occurred and I've also sent goodwill letters hoping they would follow through. Again, nothing ever happened. My payments have been current for the past nine months. One of the representative that I spoke to name is XXXX on XX/XX/2018, reference # : XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I began purchasing a vehicle in XXXX of 2017 from Ally Financial and have been making monthly payments since then. I was given access to their online payment system but I was unable to log on to their system. I called their number to ask for assistance and was offered help by one of the companies customer service representatives. She understood and tried to assist me in getting into the system tho I was still unsuccessful. After hearing the situation, she came up with a way to take my information over the phone for automatic payment, taken directly from my account, which was directly deposited from my job via payroll. this began in XX/XX/2017. I'm a XXXX XXXX so when I'm on the road I can't afford to worry about unpaid bills that require me to stop working to make payments manually so this would definitely work out for me. I gave her my XXXX XXXX number, the only card I owned, and she told me the payment would be processed every month on time. Well I received a phone call from Ally a couple weeks later stating that the payment was reversed for non sufficient funds. I knew the funds were the so I called my bank and they assured me that no attempt was made by my auto finance comp. The bank even used a third party to make the payment for me. This unusual pattern, for some strange reason, continued to happen for another 3 months straight. I would be forced to pay an additional {$10.00} to make a payment thru XXXX XXXX.I finally got a call from a supervisor at Ally asking why my money is never available. I called my bank on conference to try to figure this all out. after an hour and being transferred to a second supervisor at Ally, we finally got to the bottom of the problem. She told me that Ally doesn't accept XXXX cards and I had to make another source for payment. I explained that I only had that card. She explained that I could make the payment directly from my bank account, tho it was XXXX XXXX Bank, I said that seemed odd but ok. The super. went on to say that the account worked differently than the card so I agreed and gave her the routing and account numbers. Now I assume were all set once again. This time I get a phone call XXXX weeks after they were supposed to take the payment. I go thru this for another few months until I'm really fed up of manually paying and {$10.00} fees to make the payments every month.I ask for another super at Ally and explain yet again. She places me on hold for a couple minutes then returns to the phone and explains that the problem is that they have been attempting to collect from my account when they clearly don't accept XXXX XXXX anything and is really disappointed the no one I talked to from Ally knew this. She input the information and put in a request to have the 8 months, leading up to this, adjusted and have the late fees reversed as well as have the reporting corrected with the credit bureau companies. I have been refunded the 8 late fees at {$15.00} each but found out that nothing had been done to remove these from my credit bureau. I was told by agents at Ally that I should dispute these with the cred comp. so I have, twice. Each time, Ally has denied that a mistake was made and their reports were correct. I have spent at least an hour on the phone with various supervisors at Ally explaining and having them go thru my account month, by month only to have them to see that the error is with the company and request that the upper management team review their findings and make the necessary corrections on my bureau. they would assure me that they would make a detailed account as to why it should be corrected but also adding that the process would take 30 days to complete. this has happened 4 times and each time I have to go thru the same explanation process only to be denied 45 days later by mail.I 'm really frustrated and have no other ideas on getting this corrected. I had a XXXX XXXX at work and am not able to be insured XXXX a XXXX any longer. I have been trying to finance a home for my family and am hindered by this nightmare of a finance company as these false delinquent payments have caused my credit score to DROP XXXX POINTS! I asked them to explain why i was refunded for 8 lates charges, for the same 8 times 30 days late reported and the answer given was they extended me a one-time courtesy, as they always do when a customer requests. I have notified the customer reps at Ally that I now record all conversations with them, since they can't mail me a copy of their requests nor findings of facts to remove these delinquents. I have recordings of them figuring out the error on the companies part and that they will send it to the upper mgnt team. please assist me with this problem. It would be a tremendous weight off my soul.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A