Date Received: 2017-09-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX XXXX has no way to separately apply late fees for payments on their app or on their website. Paid the full amount including late fee and they do n't apply it properly, then send late fee notices, make calls for collections and then I say it they have been paid with my total amount. They still do n't apply the payment properly. Finally send an email to them to fix it, they communicated back they applied it properly after months. They instead added them all together, charged {$30.00}, sent me another bill to collect the late fees, when I already paid them. I called them again today and the conversation went no where. They asked me a like 10 questions about my account and they still could n't help me. It has been a terrible customer experience. At this point, I need help to resolve this current matter, but for the future they need have a way to appropriately apply payment amounts to the proper buckets like late fees, extra principle etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06405
Submitted Via: Web
Date Sent: 2017-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-27
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I disputed an account with XXXX regarding ALLY Financial. My records indicate that the information should have been removed from my report since my records indicate that the account was not current since XX/XX/XXXX and XXXX reflected the account being removed XX/XX/XXXX. Per XXXX, ALLY Financials response to the dispute was that my account had been current since XX/XX/XXXX and did not go delinquent until XX/XX/XXXX effectively starting the 7 years over again in other words they re-aged the account which is clearly against the law. According to XXXX, they changed the payment history to ND ( No data for this time period ). This was a lease vehicle that was returned to ALLY in XX/XX/XXXX and I do not have possession of nor have I made a payment since XX/XX/XXXX. According to XXXX, they signed a sworn affidavit that the information they are reporting is correct and I have no re-course but to file a complaint with the FTC. XXXX also stated although they agree with me and the account was re-aged, that me filing another dispute would not change anything. Please find have attached credit reports dated XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX where the account was clearly re-aged.
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: 2017-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Went to finance a new car and ended up with XXXX hard inquiries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78501
Submitted Via: Web
Date Sent: 2017-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-26
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: This complaint is submitted for consideration as I have not received a response to my recent letter reference erroneous entries contained within my consumer credit profile at the XXXX, XXXX and XXXX consumer reporting agencies. These entries as currently reported are erroneous in nature and otherwise injurious to my true credit worthiness. Prior to initiating litigation in the United States District Court for the Southern District of XXXX I once again request assistance. Should my complaint continue to be ignored, I will seek counsel and initiate litigation to compel correction of my consumer credit profile. Pursuant to the provisions contained within sections 1681i ( a ) ( 1 ) ( A ) and 1681i ( a ) ( 5 ) ( B ) ( i ) of the Fair Credit Reporting Act, I request that the below listed entries be investigated for accurateness and thereafter deleted from my consumer credit profile as they are erroneous in nature and otherwise injurious to my true credit worthiness. Since my last dispute, I have written to all collectors/creditors. Most of these creditors have responded favorably. Please investigate ALL of my concerns. 1. ) XXXX XXXX, account number XXXX ; 2. ) Ally Financial, account number XXXX ; 3. ) XXXX XXXX XXXX, account number XXXX ; 4. ) XXXX XXXX XXXX, account number XXXX ; 5. ) XXXX XXXX, account number XXXX ; 6. ) XXXX, consumer number XXXX Please be reminded that pursuant to the provisions contained within section 1681i ( a ) ( 1 ) ( A ) of the Fair Credit Reporting Act, your agency has an affirmative responsibility to investigate my allegations. Furthermore, following deletion and/or correction of the erroneous entries, said information may not be reinserted in the file without a certification that said the information is complete and accurate. Upon completion of the reinvestigation process, and pursuant to the provisions contained within section 1681g ( c ) ( 1 ) of the Fair Credit Reporting Act, I request a full and complete summary of rights with disclosure be provided for my records and review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2017-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-25
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I had lost my job in XXXX XXXX. I was on unemployment until my claim ended in XXXX XXXX. I was behind 2 car payments due to lack of income. I borrowed money from a relative to make a payment in XXXX XXXX and XXXX. I started working as a XXXX XXXX the end of XXXX. I explained to Ally I only work 30 hours per week and make less money than my previous job. I tried to explain to them that I do n't get for holidays or missing work. I was scheduled for a XXXX XXXX in XXXX causing me to miss a day. The beginning of XXXX I offered to pay $ 100+ a week until I was caught up. I would receive additional hours in XXXX, allowing me to pay more. One representative I spoke to told me that was ok. Then a few days later I received a call from collections representative named XXXX. She was insisting I pay 2 payments this month or my account will go into further collections. I advised her to see all of my previous notes stating my reason for delinquency and I was not able to borrow money from any more friends or family. She found my plan of sending $ 100+ a week unacceptable. I advised it was temporary until we started getting more hours the next month. I spoke to XXXX again just last week and she wanted me to have a payment in by XXXX and another in 2 weeks. I told her I can try, but I ca n't guarantee it because I do n't always get paid on the same day ever week. I also received a nasty letter saying if I am late again, they 'll exercise their rights without informing me. I feel Ally is being borderline harrassing with their calls to me and my father who 's listed on the loan for credit purposes. I believe I am trying to make a fair attempt in paying my car loan. Ally seems to think they are the only bill I have to pay. I have fallen behind in all of my accounts in order to keep my vehicle. I would like them to have a bit more compassion with my issue. I understand I need to pay my loan and I am trying to do so to the best of my ability. Please assist me further with this matter. Thank you for you time and consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2017-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-23
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Presently, I 've worked quite well with them in paying them after they were forcing payment, but I worked even better with XXXX XXXX in reworking our arrangements to allow me to pay that portion of the loan back later. XXXX XXXX helped me to get the money to put down on the car. This vehicle was being used for XXXX, however there was an issue with titling and then XXXX disabled access to continuing doing self employment to pay for the car. Along with that setback, we were in the process of getting a new job after our previous employer had to terminate our contract. We sent a letter to the company, as well as to XXXX XXXX and was told that we could rework the XXXX XXXX loan because they actually got the letter. The same letter was also sent to the three credit bureaus. The company, Ally Financial, stated that they did not get the letter and that they are a business, they do not respond to letter inquiries in the postal mail, further, after the conversation about this and speaking with about 4 different representatives, we finally got someone on the line who we had to grill about what we were attempting to convey ( in the nicest way possible ) that we would pay them, yet we needed to rework our loan as they did not on the previous phone calls, nor did they correspond to the letter that was sent. I further sent money to them via XXXX to bring the arrears partially current in their system and get reactivated on their online payment system, so I could just pay them from my bank account or credit/debit card. Presently I 'm awaiting a payment from XXXX XXXX and my bank account is negative XXXX cents, but I expect there to be additional funds after the XXXX games this week before playoffs and if they make the playoffs, I further expect additional time at the games, where I can work additional hours and bring all arrears current or at least one payment behind. The present arrears and the current pay schedule do not allow for the car registration and the arrears to both be paid at the same time. I also will be unemployed after the final games and have been looking for work even before this point by going to the XXXX Division of Employment Security office downtown on XXXX XXXX, have completed testing to further my career options with XXXX and have also as of today, followed up with three job opportunities. The previous week we did followup with our previous employer and would have to move into the area, which we have followed up on a matter to move there just for that case, so we could resume making XXXX an hour with that employer. The treatment by the representatives may not have been the nicest, but I can agree they were effective in at least showing that they were serious about us paying them the money owed and sticking with the commitment to pay. We never, even now, feel the need to skip out on payments, we have additional obligations we have to meet, and have to actually have our paychecks come to us, as we were supposed to already have been paid for about a weeks worth of work and have not gotten such yet. Lastly, we are receiving XXXX income which is fixed, but it is manageable if the payments are rearranged. WE have been attempting to stay in touch with the company, but not up within their rear ends about everything as they were calling our leasing office ( who happened to let them know they could not continue to call them regarding these matters ). I 'm working to get my entire financial course corrected and previously was living on the streets and even sleeping on someones couch, then sleeping in the car, just to make sure I could maintain my job which was over 100 miles away ( at the time that I had it ). I 'm looking to ensure I can pay, as the conditions may have seemed harsh, but I did get the opportunity to see some beautiful scenery, in some not so pleasant conditions if you do n't have the suitable clothing for such an occasion. Present copy of document sent is with XXXX XXXX, I will upload a copy of the document Monday or sometime next week after returning from XXXX XXXX, they also could send the document to you all if that would work smoother, they are quite reliable when it comes to working with people and getting accounts paid. I further have gotten a letter for XXXX and have also sought legal counsel & even had to reach out to the Missouri Attorney General for help ( has open inquiry into matter ). With XXXX XXXX XXXX, the vehicle that has the loan on it, has a faulty transmission and is potentially going to be recalled .... I will not be paying for a vehicle I can not utilize to earn a means of living. I got involved with a lender unknowingly that was involved in the mortgage crisis as well, so I 'm just hopeful they will be more lenient and not seek bailout funds, but not help myself or other consumers who may have similar issues .... I appreciate their online portal, its actually very sleek. Here is a conversation that was saved to XXXX XXXX on the computer, this was before calling in and reaching the people about paying the arrears, " Ally Info at XXXX, XXXX XXXX : Welcome to Ally 's Live Chat. Thanks for joining us! A Customer Care Associate will be with you in a moment. You are number 3 in the queue. Thank you for waiting. Info at XXXX,XX/XX/XXXX : We 'll be right with you. Thanks for your patience! You are number 2 in the queue. Thank you for waiting. Info at XXXX, XX/XX/XXXX : You are now chatting with 'XXXX XXXX XXXX at XXXX,XX/XX/XXXX : Thank you for chatting with me today. How can I help? XXXX at XXXX, XX/XX/XXXX : Great Day XXXX, I sent in a letter via US mail regarding m late account payments and arrears. I was hoping to hear from these individuals about working on rearranging the payment schedule and getting my account up to date .... at the same time, I wanted to discuss what to do if the vehicle is defective and how that effects the entire account as a whole including the lien and arrears? XXXX at XXXXXX/XX/XXXX : Hello. Welcome to Ally Chat Service. XXXX at XXXX,XX/XX/XXXX : Thank you for the information. I can definitely assist you with that. May I have your full name so that we can pull up and verify your account. XXXX at XXXX,XX/XX/XXXX : Yes indeed. XXXX XXXX XXXX XXXX at XXXX,XX/XX/XXXX : May I ask for the year, make and model of the vehicle please? XXXX at XXXX,XX/XX/XXXX : Yes Sir, XXXX XXXX XXXX XXXX XXXX at XXXX, XX/XX/XXXX : Just to make sure I pulled up the right account, may I ask for the last 4 of the SSN Social Security Number and your address please? XXXX at XXXX, XX/XX/XXXX: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX XXXX at XXXX, XX/XX/XXXX : Thank you so much for verifying the account. XXXX at XXXX,XX/XX/XXXX : Upon checking in our system this accounts is now handled by our account specialist. You may contact your account manager to provide you the necessary attention needed for your concern. Or you may contact our customer service over the phone at XXXX to further assist you. XXXX at XXXX,XX/XX/XXXX : Is there a direct number to this specialist, as I have to work on getting to some kind of phone, right now I do not have one with me? XXXX at XXXX,XX/XX/XXXX : Also, do you know if they got the letter I sent? XXXX at XXXX, XX/XX/XXXX : Let me further check in our system. XXXX at XXXX, XX/XX/XXXX : When did you sent the letter so that I can check from one of our department? XXXX at XXXX, XX/XX/XXXX : It was a little over a week ago, might have been a bit longer .... I do not know the exact day at this present time, or at least I 'm not allowing that awareness to popup in my brain .... XXXX at XXXX,XX/XX/XXXX : Please allow Ally to received your letter, the timeframe for mailing time is 3-5 business days, I already checked in our system we have n't received any paper works or any documentation on your account. XXXX at XXXX,XX/XX/XXXX : I can provide you a direct number to call who handles your account, the number is XXXX. XXXX at XXXX, XX/XX/XXXX : Thank you, is there a name of a person to speak to? XXXX at XXXX, XX/XX/XXXX : Any account specialist will be more than happy to help you regarding your account, here in Ally Chat we do have limited access to your account. XXXX at XXXX,XX/XX/XXXX : You 're welcome. Is there anything else that I may assist you with? XXXX at XXXX, XX/XX/XXXX : Rest assured, XXXX. That I will properly notate and document your account, regarding your concern for today. XXXX at XXXX, XX/XX/XXXX : Is more why I asked who that account " specialist '' is who I need to speak with ....? So any account " specialist ( s ) '' can help? XXXX at XXXX, XX/XX/XXXX : Yes, there is already an indication on your account to the right department. XXXX at XXXX, XX/XX/XXXX : okay cool. I will try to get to a reliable phone today and call, thank you much for your help my friend./ XXXX at XXXX, XX/XX/XXXX : You 're most welcome. It 's my pleasure to be of help today. Thank you for chatting with us. Take care and have a wonderful day, Here in Ally, you 're in good hands. Good-bye for now. XXXX at XXXX,XX/XX/XXXX : Please remember we are here to assist you with your online needs at Ally.com/auto or by phone at XXXX ( XXXX ). We value your feedback, please click the " X '' button at top right to answer a few questions about your experience with us today. XXXX at XXXX, XX/XX/XXXX : I hope everything will be alright. Thank you for chatting. Good-bye for now. "
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2017-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I have a lease with Ally Bank on a XXXX XXXX XXXX. I called to get a buyout on the car and they gave me a number of {$30000.00}. When i went to the dealership and found another car i was in the process of working on the deal and the dealership came back and told me the bank was asking for {$34000.00} for the buyout. I called the bank and asked for an explanation and no one could explain it. I was told by XXXX Employee ID # XXXX an alleged supervisor that the 3rd party buyout was more due to market value. So i asked if i was to get a check from another bank and had it made out to Ally for the $ XXXX would they take it and she said yes. So i ask whats the difference where the money comes from? She said that its different for dealerships and that its state policy/law that they can charge the dealership more. I asked for this XXXX number and she could n't answer the question.I then asked for a supervisor and she said she was the highest up and that i would talk to another person on her same level if i wanted. Of course i said no a supervisor because i find it hard to believe the whole department is a bunch of people that manage themselves with XXXX supervision. Nope she transferred me to XXXX ID # XXXX same dept same position. I told her to just please get a supervisor on the phone. Then i spoke to their supervisor XXXX ID # XXXX. She again is saying that the bank reserves the right to charge a dealership market value from what is estimated by XXXX XXXX. That price is estimated by geography. However my point is i am the consumer and have the agreement with Ally. It works out for all parties that i get truck i need and the jeep get returned and the bank get their $ XXXX. However since i am not the one writing the check they gave the dealership a larger quote for the car ultimately screwing me. All parties win, i get a functional car they get their money and the dealership sells a car and who know maybe we take the loan out through Ally? My concerns are that this an unfair practice that hurts me the consumer and I want to know what the North Carolina XXXX XXXX is that allows the bank to do this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Ally Bank is fraudulently attempting to collect additional fees. They refuse to acknowledge the evidence I provided ( Tire condition photos with date stamp on it, vehicle has 16k miles ). Ally provided photos of incorrectly measuring tires with tons of mud in the treads. They have lied multiple times about a payoff quote claiming that Ally does not have such option ( I have recorded conversations ). They are threatening to forward amount to collection. I can only speak to certain agents, I can not get to any different department agent ( i.e. dispute department, problem resolution, customer satisfaction ). They have confessed and acknowledged that the vehicle is a " grade 4 vehicle '' ( excellent condition ) which will most likely sell above its residual value ( also have recorded conversation of that, matter of fact it was the first call I received from them ). I need advice on how to take legal action against Ally. Please help p.s. please pay close attention to how the measuring card is bent, the treads " barely '' miss the " allowable '' mark. See the amount of mud inside the tire treads.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48310
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been a customer of XXXX for about 10 years, and they were purchased by Ally fairly recently. I trade stocks and options regularly, maybe once a month or more on average over that 10 years. I had positive experiences with XXXX and usually fund my account with wire transfers from my credit union. My issue is that Ally is allowing me to use the money WITHIN their system like they are required to, but they are extending holds on my funds of 10 business days. My account is not new, I am not new, I am not risky, I am approved for margin trading, etc. So what is with the extended hold that they refuse to even look at changing? The wires have come from my same checking account for the entire period, so the risk to them that somehow the funds will be attempted to be pulled back is zero. I think under the guise of risk management they are ignoring proper risk management and placing an unnecessary hold time to keep a low cost of funds or encourage more trading with the associated fees to Ally. It 's ridiculous in my opinion. When I attempted to resolve via chat with an agent, that was also disappointing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49418
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-21
Issue: Loan payment wasn't credited to your account
Subissue:
Consumer Complaint: As an XXXX yr old senior my wife and I purchased a new car. The dealership set us up with Ally Bank and we opted for auto withdrawal from our account. This XXXX XXXX l got an email from Ally saying that my bank rejected payment and after much discussion with different XXXX Ally l contacted my bank and they stated no request was ever made.We have been paying auto withdrawal for over XXXX yrs. l have trusted my bank for over XXXX. After much transfering of calls over a XXXX day period Ally instructed me to log on to their website and redo all my personal information.l did so.When l had finished a notice informed me that they could not reenroll me and to try again later. l was instructed to try again and again the same message came up. I was then instructed in the various ways l could pay my XXXX XXXX payment l chose to pay by check which l sent on XXXX XXXX. At that time l began to research Ally reviews. l found complete disregard for the customer.l found what appear to be illegal practices and l do n't want to be caught up in them and feel bad for those who are.As a senior, l have all ready felt the stress of refilling out unnecessary forms over and over. l am asking for help to stop these practices by Ally Bank.Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92011
Submitted Via: Web
Date Sent: 2017-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A