Date Received: 2017-08-07
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/XXXX-2017 I, a XXXX US citizen, attempted to take an auto loan through Ally Bank, using my husband, who is a XXXX XXXX XXXX, as my co-signer. I was approved, but d/t my prior bankruptcy my APR was high, but by combining my income with my husbands, I would be able to get a much more favorable APR. The dealership first said that Ally bank was requiring to see a copy of my husbands Social Security card, which I reluctantly submitted, confused because I was not required to submit mine. After that, the dealer then said Ally Bank was requiring my husband to submit his visa and work authorization card. Again, I hesitated, but sent a copy of his XXXX XXXX over. At this point I was getting angry, because in all my life I had never been required to submit my social security card for loan application. The dealer then said Ally bank was not going to accept the XXXX XXXX, and that the work authorization and visa was required.. Although we explained several times, that being a XXXX XXXX XXXX makes those other documents unnecessary. We refused to give any more info at that point, and were subsequently denied. My husband lives, works, pays taxes, and we raise our family here, just like everyone else. My understanding of the law is that its discrimination to demand certain documents from a person who is a minority, but not demand the same from a XXXX who is applying for the exact same thing. It was a degrading and humiliating experience, and I was sure in the moment that there must be a law preventing such treatment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2017-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: On XX/XX/XXXX , I purchases a XXXX XXXX XXXX through XXXX , the lender was Ally Financial. Within three years, the car began stalling while driving. I complained to the dealer many times and they could not find out what was wrong with the car. I returned the car to the dealer in XX/XX/XXXX because it was unsafe. I then purchased another vehicle at a high interest rate due to the return of the XXXX XXXX . The XXXX XXXX was sold and the balance is now on my credit report. Due to the lender's failure to comply with Florida law, they are unable to seek a deficiency against me. They are damaging my credit report, credit score and I am unable to purchase a home. They need to remove the negative report from my credit report because they didn't follow Florida law. I notified them of this issue via certified mail and still have not received a response. Attached is the letter that was sent to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Problems at the end of the loan or lease
Subissue: Problem related to refinancing
Consumer Complaint: The short version of my complaint is that I firmly believe that XXXX/Ally purposefully refused to return my phone calls to complete the approval on my lease buyout loan so that they could turn around and deny it after the original approval expired. I firmly believe they are being discriminative towards me for a reason that I am still trying to figure out. They have continuously misled me and they have dragged this process on for almost two months now. I also firmly believe that they are either discriminating against me as a person or if not they are purposefully dragging out this process so that I owe them lease extension fees once they completely deny the loan. Here is the longer explanation of the last two months : Back on XX/XX/XXXX I decided to purchase my lease at the end of the contract. I went through all the steps that day with XXXX XXXX at XXXX/Ally to apply for financing. He took down all of my information and went over all the steps and the process. He said it would take a day or two to get the approval back and we ended the call. On XX/XX/XXXX XXXX from XXXX/Ally called me back to tell me that the loan to buy out the lease was approved and he said he was initiating the online portal for me where I could go in and drop all of the documents needed such as pay stubs, etc. I verbally accepted the offer and a day or two later I uploaded all of the needed documents to the online portal. It was after then that all of the trouble started. All of a sudden I stopped receiving phone calls from XXXX/Ally and when I would call to follow up they would just tell me that everything looks good and I have done all that is needed. In a few days I should see the closing documents online for me to sign. They offered to mail them but I said online is best for me. A few more days went by and I heard nothing so I called in again for an update at which time I was told that someone named XXXX was my new loan consultant and they transferred me to her. XXXX gave me the same info, that the process will take some time but assured me the loan was approved and they were working on drawing up my closing docs. Yet again a few more days passed with no communication from XXXX/ally and there were often times I would call and could not even get though to a loan consultant because of high call volumes. I would never let more than 3-4 days go by without following up with XXXX. Now we are at X/XX/17 which is when I decided to record all of my phone calls and communication with XXXX/Ally as I felt they were deliberately not returning my phone calls for whatever reason. I called in on XX/XX/XXXX and I was told I needed to speak to the credit department to verify some information. I was transferred to the department and they simply asked me to verify some basic information. The gentleman said he was going to transfer me to a loan consultant now but they were busy so he would have someone call me back by noon on X/XX/17. X/XX/17 at XXXX comes around and there is no phone call from XXXX/Ally. I called in later that afternoon to ask for an update and I was transferred to XXXX XXXX who said there was strangely no loan consultant assigned to my file. I told here I was working with XXXX and then XXXX but XXXX said that she would just take in my file to finish it up since she can see its been a long process. She said the loan was approved and she could see that I already uploaded all of my documents to the portal. She would work on finishing up my file and get the closing docs drawn and then call me the next day to update me. XX/XX/XXXX No call back from XXXX/Ally again so I called in again to ask for an update. XXXX no available. I continued to call in every couple of days only to be told that a loan consultant would call me back soon. I eventually asked to speak to a manager because im never getting a call back when im told that I would. Fast forward to XX/XX/XXXX which is when XXXX XXXX finally returned my phone call. She told me that she is prepping the closing docs and I would definitely see them on the web on a few days and that she would follow up with me. She apologized for the bad communication and blamed it on the fact they are really backed up and its a separate dept that draws docs. XX/XX/XXXX Im still waiting for the closing docs and a call back from XXXX. I am being patient since she said they are really backed up. I get a call today from a customer service rep who says. Your loan has been approved and we would like to talk about the offer that we have for you. I said OK but I already had an application approved so he transferred to XXXX, who I had worked with once before. She told me that it was a duplicate loan and to just ignore it and that she would delete it. She confirmed she could see the original loan in the system and that everything was fine. I asked her to email XXXX XXXX to call me back when she could. XX/XX/XXXX XXXX calls me later that day and says Yeah I had to redo the loan but it was no big deal and she would call me back as soon as she is able to correct the duplicate loan issue. She promised me that she would call me back in two days or less. XX/XX/XXXX XXXX calls me back ( First time she/XXXX/ally has ever returned my phone call ) and she told me that She received an answer back from the lender ( ally ) and the application was denied. I immediately got upset and told her that the loan was already approved and when I talked to her last week she was drawing closing docs as if the loan was already done. After asking more questions XXXX finally revealed that the original application that was approved had expired and she had to submit a new one and that one was denied but could not tell me why. I immediately asked to speak to a manager who said they would look into the file further. He said he would call me back by EOD on XX/XX/XXXX. XX/XX/XXXX No phone call back, of course, so I called in and explained the situation only to be placed on hold for 40 minutes. I could not wait so I hung up and called back on XX/XX/XXXX. XX/XX/XXXX Called in and I was told the person I talked to, XXXX, worked in the CA office and they were not in yet. The rep was sending an email to him to have him call me when he got in. XX/XX/XXXX Never got a call from XXXX so I called in asking for an update and another manager told me that they were working with Ally managers to clear up the issue and they would call me back in a day or so. XX/XX/XXXX No phone call back again So I called in and spoke to XXXX XXXX who said the app was declined. I asked for more information as I was confused why, after all the issues, he was just simply saying its declined. I was asking for more information and he was very vague and would give me zero information on the decline. I asked him why would it be approved on the original application and not on the second application that I didnt know was being submitted. I mentioned that I had no idea my credit was being ran again and that I did not give permission for that credit pull. He just kept being very vague and dodging my questions. He did says he would start some fires and find out what changed to cause the decline. He mentioned I needed to contact ally to find out why it was declined. XX/XX/XXXX Called the lease buy out dept at ally and gave a short version of my issues and that I was directed to call them. The lady was very confused and said there was nothing she could do and she was unable to answer my questions. She was confused why XXXX divison would tell me to call an ally department directly because there is just nothing she can do. She was drafting an email to upper management on the issue and said I would receive a call the same day, if not the next business day. XX/XX/XXXX XXXX Currently still waiting for a call back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48108
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: A payoff check was sent to Ally Financial the end of XXXX 2017 for my XXXX. It cleared my bank account XXXX XXXX 2017. It was not applied to my account. I sent a copy of the check showing clearance multiple times to multiple fax numbers given by customer service. 3 emails were also sent by email at customer service representative request to XXXXXXXXXXXX with no response. The money is still not applied to my loan as of XX/XX/XXXX and collection efforts continue and threats have started. My money is misapplied somewhere. I am a XXXX veteran and your help would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-03
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: We had financed a vehicle ( XXXX XXXX XXXX , VIN : XXXX ) through ally Financial, and then refinanced through XXXX XXXX XXXX XXXX . After the refinance had commenced the loan balance to Ally Financial had been satisfied. However Ally took one final loan payment for {$370.00} after the loan balance had been satisfied. Upon contacting Ally financial, they had acknowledged that the final payment was, in fact, received by them. However they stated that they were unable to assist in the returning of the final payment ( {$370.00} ) and advised to contact the financial institution from which the funds were drawn. The financial institution ( XXXX XXXX XXXX XXXX ) was unable to reverse the payment as it was authorized at the time it was removed. At this Juncture Ally Financial still is in possession of the remaining payment {$370.00} and is unwilling and unable to process any sort of refund, by any means. I am requesting that the CFPB contact Ally Financial and that the overpayment be remitted by check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2017-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-03
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: In XX/XX/XXXX, a repossession agent of XXXX, MO contacted us regarding a XXXX XXXX XXXX that was financed by Ally Financial in my name on XX/XX/XXXX advising that I was to leave the vehicle at XXXX XXXX XXXX in XXXX XXXX, MO, that it would be checked in to the auction and that Ally Financial would notify me in writing of the redemption/notice of right to cure. Creditor failed to send proper notice of sale or my right to redeem. The said vehicle was then towed by XXXX XXXX XXXX of XXXX XXXX, MO in XX/XX/XXXX under the request of XXXX XXXX XXXX. Ally Financial received certified mail on approximately XX/XX/XXXX ; failed to send notice of right to cure or redemption. Ally Financial called XXXX XXXX onXX/XX/XXXX & XX/XX/XXXXwanting to charges according to the owner but never came to pick up the said vehicle. Again, failed to send notice of right to cure or redemption process. Said vehicle was then sold at a private auction in XX/XX/XXXX by XXXX XXXX. After said vehicle was sold, Ally Financial failed to send the required deficiency notice, stating the amount that the lender had credited me from the resale as well as a cancellation notice of the original sales contract. After many attempts to reach Ally Financial, only to be shuffled around and not provided any documentation, I started receiving notices from XXXX XXXX XXXX XXXX. I had my wife call to see what was the account for and she was not only advised that if she did n't set up a payment plan on my behalf, they were going to not only sue me but my wife as well. Said vehicle was financed only in name before our marriage. As well as placing a garnishment on our wages and a lien against our taxes. She gave them banking information but advised that I would have to approve since the debt was not her name. My wife was advised that she was liable to the debt because we are married. Again, did not receive any notice of right to cure or the deficiency notice. On XX/XX/XXXX, I sent a formal letter disputing the debt under the laws of Missouri and UCC 9.506 as well as State RISA and MVISA statues, a deficiency can not claimed unless all of the required notices were properly and timely given and all of the allowable redemption and cure time limits were adhered to. On XX/XX/XXXX, I received a letter from Ally Financial that the repossession was in accordance with all state and federal laws. Letter states that I abandoned vehicle which is inaccurate due to their repossession agent out of XXXX, MO stated the location of where to leave the vehicle. Letter also states that it was referred to an outside collection agency, XXXX XXXX XXXX ( " XXXX '' ) which is not the collection agency sending the correspondence.of money due. I believe that I have been given the runaround on the debt, lender did not follow UCC 9-506, UCC 9-611, & UCC 9-612. Ally Financial also failed to provide and comply within 15 days of receipt of certified mail notice, received onXX/XX/XXXX, the alleged claim of a deficiency would be considered null and void. Please note : the owner of XXXX XXXX is XXXX XXXX which is included in attached documents
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2017-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I executed a transfer from my Ally Online Savings Account to my Ally Interest Checking account via my logged in online account. Ally Bank duplicated the transaction, such that the amount was transferred a total of 2 times. The second transfer was made in the absence of any instruction from me to do so, and shows as counting against the Regulation D 6 transfers per monthly statement cycle. I immediately notified Ally of their error, and requested that the wrongly duplicated transaction be reversed so as to not count against my 6 allowed transfers for the month. Ally told me this could not be done, and that the duplicated transaction would in fact count as a distinct transaction for Regulation D purposes. Ally offered to execute a third transaction, moving the duplicated amount back into the Savings account, but that does not resolve the issue, as I could potentially need to make use of all 6 of my allowed transfers out of Savings. I was told the same thing by both a chat representative and their supervisor once escalated. I do not believe Ally has resolved this issue. My position is that Ally has taken away the ability to make 1/6 of my allowed monthly transfers, and failed to either rectify the issue or compensate me for lost freedom under Federal law. Furthermore, Ally 's refusal to to reverse their own errors is concerning due to the impact this could have on other customers were they charged overdraft fees due to a duplicated transaction. Luckily, the second transaction Ally made did not overdraft my account and I was not charged a fee, but I believe other customers who experience the same issue could be subject to fees. Given that even determined customer complaint could not resolve the issue, I am concerned other depositors could be harmed by Ally 's negligence in future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20010
Submitted Via: Web
Date Sent: 2017-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-02
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: I am writing because my wife and I have an auto loan w/ Ally Inc. We received a letter about the class action suit for giving higher rates to minorities. We entered in to the suit. I heard it was settled and we never heard anything about it again. Ally wo n't tell me anything. Well, they will tell me nothing is noted on my account. I would like to know something. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32068
Submitted Via: Web
Date Sent: 2017-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-02
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I have debt with National Auto Finance for a loan that I cosigned with my sister. She stopped paying on the car in 2010 and it was repossessed. The reason I am writing you is because the debt should not be on my credit report and has an illegal date of last activity, DLA, of XX/XX/XXXX . It is showing up like I recently paid on this item which I have not and since it has been 7 years, it should not be on my credit report. Please have National Auto Finance remove this item from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80526
Submitted Via: Web
Date Sent: 2017-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-01
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: I have a loan with Ally Financial for a XXXX XXXX XXXX. I paid {$6500.00} in XX/XX/XXXX to 'pay ahead ' as I knew I had some financial constraints happening in the beginning of XX/XX/XXXX. In XX/XX/XXXX, I was notified that I was past due for my XX/XX/XXXX payment. When I asked why, I was told due to no payment being received since XX/XX/XXXX. When I explained what I had attempted to do, I was told their company does not recognize 'pay ahead '. I asked why I was n't past due for XX/XX/XXXX or XX/XX/XXXX and no one could give me a reason. I scraped for the XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments each of these months, all they considered 'late '. In XX/XX/XXXX, I paid off the loan, less what I thought late fees were. On XX/XX/XXXX, after speaking with an 'offshore ' rep and Supervisor, I was transferred 'onshore ', where I spoke with two reps, all the while arguing to speak with an 'onshore ' Supervisor or Mgr. I was finally transferred to a Mgr line and was told she was n't available and I would have to leave a message. This Mgr called me back within 15 minutes and after listening and empathizing with me, she said she would put this in for late fees to be removed. She also promised me a return call with in the next few weeks. In XX/XX/XXXX, I called and spoke with a second 'onshore ' Mgr, who said the fees were not waived ( which I knew ) and said she would look into this further and call me back. To this day, I have not heard from anyone. I attempted today to call in and requested the number for the customer advocate for Ally, this number was refused to me without my account information and then the rep hung up on me. I would like this to be reviewed to have late charges waived and my credit bureau updated. At this point in time, I will not consider Ally for any future loans. I am beyond upset and frustrated with their non-compliance of my requests. I have worked for several banks and have NEVER promised a customer something I have not followed up on. **I am including my ssn in place of the account # as I am completing this at work and do not have the account # with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2017-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A