Date Received: 2018-06-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I attempted to create a dispute with XXXX about an auto loan after my credit score dropped 80 points on an account that I am the cosigner of. After several attempts to make a dispute through their website all I could achieve was a statement that they couldn't verify my identity even after receiving a conformation that they had identified my account. It seems to me that they simply did not want to process any request. As I was looking to buy a house at the time the sudden drop of my credit has put finding a home in jeopardy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01440
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I recently applied for HUD subsidized housing. As a HUD requirement, HUD must contact any banks to obtain financial records from them. - A request was submitted to Ally Bank on Fri, XX/XX/XXXX for them with a simple request to provide an average of my account balance over the past 6 months. As of Friday XX/XX/XXXX and after multiple requests from the Housing Agency in which Ally Bank failed to respond in any way, I was contacted by the Housing Agency to find out what was the delay and told that the bank 's failure to respond could result in not being approved for housing assistance at this time. - I called Ally Bank and was told that they are backlogged. I was told that as a matter of policy they take up to 5 business days for this kind of request. I pointed out that it was currently the 5th business day so by their own policy, it should be handled by the end of the day. I was told they would not be able to fulfill this request. I explained that this was an unreasonable amount of time for such a request and even the 5 business day policy was too long. I explained that this should be a common request for them to receive as it is a HUD requirement and asked why, as they advertise themselves as a 24/7 bank, that they could not have a faster turn around or have implemented an automated process to handle these kinds of requests. - The only solution that was offered to me was that they could escalate the request, but this could be another 24-48 hours. I asked if this meant by the clock, and was told that this meant " business hours '' and assumed that to mean it could take another 6-8 days for an 8 hour work day, based on how they have misrepresented themselves and their hours in the past. I told them this was not acceptable and since this is a HUD requirement and that my housing security was at stake that this was horrible service that could cost me housing and a lot of money. The customer service supervisor, XXXX, stated that she called the " back desk '' and spoke with someone ( a real person ) and explained the issue but they refused to budge on their " 24-48 hour '' policy. I told her that I was appalled that she spoke to a real person, who after explaining the situation, still refused to do something to take care of this already delayed request that could have such a profound impact if not completed in a timely manner. - I was told by XXXX, that because they have so many customers, it takes them longer to handle these requests than they have in the past. I told them that excuse was unacceptable, because if they have more customers, they need to hire more staff to accommodate them. Their insistence on cutting corners in this manner is causing their customers financial hardship and needs to be stopped. If Ally Bank can not adequately take care of their customers, they do not deserve to have them. - This is one example of many where this business has failed to live up to it's advertising that it is a 24/7 bank. On many occasions on this phone call I was given excuses about their problems with handling requests after the " end of business '' and unable to handle issues " on the weekend ''. - I am incredibly frustrated that Ally Bank continues to fail me as a customer and I'm very concerned that this particular failure to provide adequate and timely service could personally cost me hundreds to thousands of dollars as well as my housing security.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-22
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: My car was turned in XX/XX/XXXX before the lease was up and our local dealership paid off the remaining lease. As I knew, everything was handled and the car was under mileage and in great shape. XX/XX/XXXX, I started getting phone calls from ally saying I owed fees. I asked the gentlemen why havent I received a statement via mail or email but just a phone call. We verified my email and address and said I would not be paying any fees until I received the summary of charges in the mai. My address has not changed so still unclear why I got a phone call. The guy was harsh and I asked to not be contacted until the bill was mailed and once received then I would contact them. The calls began daily even on Saturday. All hours and it interrupted my job as well. A month later still no statement or email so I did answer and asked again for the next 4 months to mail or email me a statement and its the end of XXXX and still receiving harrassing calls now even from their attorney supposedly. I have still not received a statement of the charges via mail or email. Again my addresss havent changed. These calls have caused additional stress along with affecting my credit. How can you or anyone pay a bill based on a phone call? No statement or anything. The calls have been several times a day 6 days a week now for 5 months when all I asked was to mail a statement. This is harassment and at this time I will not pay for claims I have yet to receive and for the addtonal stress and time they have taken from me, a price cant do justice. I want this dropped before I start filing a case!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
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: On XX/XX/XXXX, I discovered that the title on my truck still had a lien against it since XX/XX/XXXX. I asked the Texas Department of Motor Vehicles for a number to call. The number they gave me was XXXX XXXX. XXXX told me they had no records or information on my vehicle. They then gave me the number for ALLY FINANCIAL XXXX. I called and spoke to XXXX ( no ID # available ) and explained that I needed a clear title to my car. She said she could mail one that I would receive in 3-5 days. I told her this was unacceptable because I was in financial need and needed my title asap. I requested the information be XXXX to me overnight. She said she would. The next day XX/XX/XXXX, I called to get the tracking number so I could check on the delivery time. I spoke with XXXX ( id # XXXX ) and went through the same explaination. She told me she was going to open a case, apparently there was no record of the call I made on XX/XX/XXXX, the case # is XXXX. She would then need to get approval from her supervisor then the title would be sent to me by XXXX and I would get the information in 24-48 hours. I called again the next day, XX/XX/XXXX, and spoke to XXXX ( id # XXXX ). She was not able to help in any way and I asked to speak to her supervisor, who is XXXX ( id # XXXX ). It was after speaking to XXXX that I found out what the problem was, the Title Department at ALLY FINANCIAL, no longer had the title to my truck. The best that could be done was a I could be sent a release letter that I would then need to take to the Texas Department of Motor Vehicles before I could get a clear title to my truck. She also informed me a release letter had been sent by US mail and I would receive it in 3-5 days. I have already told everyone I have spoken to that 3-5 days is unacceptable since my truck was paid off sometime in XX/XX/XXXX and that the title to my truck should have been clear for the last 14 years. Somebody somewhere made a mistake. XXXX told me she would call me on XX/XX/XXXX to give me the tracking number. I asked what time to expect the call. She then told the office would be open from XXXX EST to XXXX and because of the volume of incoming calls she couldn't give me a time to expect her call. I live in a CST State. So I am still in the same spot I was in 3 days ago. I have no other way to solve my financial difficulties, I am currently unemployed and trying to find a second job so I can take of myself. I wrote this complaint because I feel I have no other recourse. ALLY FINANCIAL must be a very corrupt organization. They are being held responsible for {$80.00} XXXX to be repaid to minorities for charging them higher interest rates on auto loans, in addition to an {$18.00} XXXX fine. At this moment I don't know what will happen to me or whether or not I will get the information in a timely fashion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78744
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Ally Financial and XXXX XXXX XXXX is and hires fraudulent employees that commit fraud against us as consumers and report false and negative information in order to gain more money after they have been paid in full and saying that Gap did not pay them the claim, and we the consumer have proof that it is paid in full. Also, XXXX XXXX is fraudulent company which did not pay the remaining balance from our Gap claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: On or about XX/XX/XXXX I went to XXXX XXXX to check out a XXXX XXXX XXXX that was advertised on XXXX for {$7700.00}. The car had only about 40k miles on it. Since I started to work in the XXXX XXXX XXXX and my current car had XXXX miles, I figured I can make the payment at that price with just my XXXX XXXX business. I started working as an XXXXXXXX XXXX as of XX/XX/XXXX because I was let go from my previous employer. I explained to the salesman at XXXX XXXX that I did not have a fixed job because but was doing XXXX XXXX. The salesman said that it was ok they can use your previous employer information, they ( assuming Ally financial ) never check, and these loans are always sold as a package deals along with other auto loans. I also said that I had XXXX I can put down from a XXXX XXXXXXXX credit card. At first the dealership wanted XXXX down of which I did not have. The salesman said that's the only way they could finance the deal. So I shook his hand and went on my way. This was a Sunday XX/XX/XXXX. The very next day Monday XX/XX/XXXX, the dealership salesman calls me and tells me that they can now do the deal with XXXX down. I was sceptic because I didn't have a full time job and I was barely making ends meet. I moved out of my home and rented it in XXXX. I figured I could make the monthly car payment because I could work more as an XXXX XXXX. The deals that XXXX XXXX made with Ally Financial is astonishing. They didn't verifying any information, only what had come up on my credit report. The dealership also fraudulently raised the advertised price from {$7700.00} to {$10000.00} knowing. I am speculating that the price had to be over 10k in order for the Ally to finance. I made a complaint to the Arizona Attorney General whom is still investigating this matter. It has been since XX/XX/XXXX that I submitted the complaint, but the dealership is failing to respond. This car should have never been sold to me because I didn't have the means to pay it at the time. But car dealships and finance companies are the biggest scammers of all. I would be in a better financial place, of I had not bought this car at the time I could not afford it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85009
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 30 DAY LATE - XX/XX/2014 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX XXXX XXXX has repeatedly changed and incorrectly presented false late payment dates on my vehicle loan for which reflects on my consumer reports. The dates were first XX/XX/XXXX, then XX/XX/XXXX and now XX/XX/XXXX ... whereas I've proven with bank statements proving I have never been 30 days late since last XX/XX/XXXX. All of which have been disputed and updated..yet the most recent disputed they changed from XX/XX/XXXX to XX/XX/XXXX. The accused late payment being reported is upon being in deferred agreement effective XX/XX/XXXX & XX/XX/XXXX, and payment was made within agreement. All of this has been documented with them and for my records. I have gone around and around and around with this institution and they can't get anything accurate. They have known my desire to refinance since this whole mess started in XX/XX/XXXX with late pays being reported and therefore making it impossible due to the gross negative & adverse reports being made to the bureaus making scores go down almost 40 pts on XXXX just for late pay. Please please I request help in getting this rectified. Kindest Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79109
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Ally Bank ( XXXX XXXX XXXX XXXX XXXX, XXXX, UT XXXX ) denied my application for a savings account based on information from a bank history report by XXXX. Although banks may reject applications for checking accounts based on bounced check history or account closures this isn't the case for savings accounts. In fact, establishing a savings account is suggested as a way for unbanked people to gain the trust of major banks. https : //www.bankrate.com/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95621
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-20
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I recently travelled to XXXX, as I have many times. This was the first time doing so where I used my XXXX Debit/Credit Card I have with Ally Bank. Upon return home, I was reviewing my credit card transactions and realized that Ally Bank ( Mastercard ) was not converting the XXXX $ to XXXX $ as is expected and as happened with any other Debit/Credit card that I have used over the years when travelling to XXXX and other countries. They were charging the XXXX $ amount to my XXXX $ account on a one for one basis, ignoring the currency conversion from XXXX $ to XXXX $ as is suppose to automatically happen. I contacted Ally Bank and they refused to rectify the problem by issuing the appropriate credits to cover the lack of currency conversion that is normal and suppose to automatically happen. They made the lame and illegal excuse of saying it was not their problem, it was XXXX and therefore I had to contact XXXX. On the telephone they even tried to argue that this non conversion from other currencies is normal practice by banks. Not only is that completely a false statement, I have been using other bank cards for many years and the conversion is done AUTOMATICALLY. This is the first time in over 30 years this has ever happened. I do not do business with XXXX, I do business with Ally Bank and it was Ally Bank, not XXXX that issued the card to me and it is Ally Bank that I log into to see the posted debit/credit card transactions and therefore they are responsible for the errant transactions that did not do the currency conversion and if something needs to be done with XXXX to fix it, then THEY ( Ally Bank ) needs to work that out with XXXX, not me. I have attached two documents : 1. Showing the transactions from my Ally Bank online ledger of my account. 2. Their written response to my dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A