Date Received: 2017-03-15
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I purchased a vehicle ( XXXX XXXX ) from XXXX XXXX on XXXX/XXXX/XXXX. They arranged financing through GMAC ( I will attempt to attach the Dealer Transaction form ). The automobile was titled in my husband 's name. My husband is now deceased. I am trying to get a lien release on the title from Ally ( a company who apparently bought out GMAC ). They are claiming I owe late fees on he loan ( which was paid off in XXXX of XXXX ). The payments were made via automatic draw from my account for 72 months. At no time did GMAC or Ally notify me that I owed late fees ( which I could not have owed due to the automatic payments ). I have made three calls to Ally - XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I insisted I talk with a supervisor to dispute the late fees. I was connected to a man identifying himself as XXXX ( he told me he was a supervisor ). He agreed after our conversation to waive the late fees and said he would fax to me the lien release which I would receive in XXXX hours. He gave me a case number XXXX. I called Ally again on XX/XX/XXXX as I had still not received the faxed release. I was transferred to XXXX different people during this call ( over 1/2 hour on the phone ). I was told that there were no supervisors available and they did not know who XXXX was. They continued to insist that I owed late fees. When I asked them why I had never received notice of late fees in a timely manner so that I could dispute them - they said the address they had on file was different than what I was giving them. The last man I talked to said " It is your responsibility to contact us if you move ''. I have lived at my current address for 18 years. The correct address is listed on the dealer transaction form. It was an error on their part ( or GMAC 's ) if they have the wrong address. I feel as though they are extorting money from me by withholding the lien release until I pay money that I do not owe. I have asked repeatedly to talk to a manager and was told they do not have any managers available. Please advise me as to what my options are.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 486XX
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-16
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I changed bank facilities in XX/XX/2016. I paid my truck payment on XX/XX/2016, XXXX and XXXX. I made a mistake when I did my automatic payment out of my account because it as XXXX weekend and I did not think my bank took out the first payment. On XX/XX/XXXX I went to my bank and was advised to call XXXX to see if one of the payments in XX/XX/XXXX could be stopped. Instead of stopping my payment in XX/XX/XXXX they refunded my XX/XX/XXXX payment which I never asked for. Now according to Ally their records are stating I was over 30 days late, which I am providing you with my statements that show I have never been late on my payments. My husband and I have spent multiple hours on the phone with Ally and XXXX along with myself have done 3 way calling with Ally trying to get this resolved. We are currently trying to get a real estate loan and Ally is showing a 30 day late payment with my truck and a dispute on my credit report. I just faxed Ally a copy of my bank statements and a letter and they will not return my calls and I can not get to a supervisor to resolve this issue. I believe this was a data entry error on Allys part and I need this fixed as soon as possible because it is affecting our credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2017-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-15
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I contacted ally financial on Monday XX/XX/2017 before XXXX. I advised the representative that I had listed my car for sale on Sunday XX/XX/XXXX and had an interested party. I advised that I would need to be able to transfer the title should the decide to purchase ( which they did ). The rep advised on the phone that if I used certified funds to pay the car off, that they would release the lien and send me the release within 24 hours. They would overnight XXXX the lien release to me if I provided my own XXXX account to absorb the charges. The rep also advised that if I sent the money XXXX, they would post it within 2 hours and send the release the next day. I stressed that time was of the essence as I had a business trip planned for Thursday XX/XX/XXXX and I needed to be able to deal with this before I left. While at the bank, they advised me against XXXX and into a cashiers check, We called Ally on Speaker phone and asked if I overnighted the certified funds, would they post them that day and send the lien release. They cited they would. I issued a cashiers check for XXXX $ MORE then the payoff amount to ensure all per diem was covered to Ally Financial and overnighted it to address provided by the rep which was Payment processing center, in XXXX KY. The package was received Tuesday XX/XX/XXXX at XXXX and signed for by XXXX. I received email notification of the delivery and immediately called to verify. I was advised that it could take 24-48 hours to post but they would send the lien release right away once it posted ( Already deviating from what I was told on XX/XX/XXXX ) I again stressed that I 'd used my savings to make this payment and time was of the essence. I called on XX/XX/XXXX, and the payment had been posted, I immediately requested the release of lien, I was assured I would receive it, I reconfirmed my XXXX account number for them to send it. I received no notification that day that a shipment had been scheduled under my account. I called back on XX/XX/XXXX, after rescheduling my business trip to try to accommodate the buyer of the car. Rescheduling effected me financially causing me to lose almost 1k . On the XX/XX/XXXX they advised that it could ACTUALLY be 24-48 business hours. I still called again on XX/XX/XXXX in hopes of getting it sent out Friday. Again I was advised 24-48 business hours but was told that 24 business hours had passed so that meant if they did n't get it out on Friday, that it would be released Monday. Monday came, I called again, seeing nothing hit my XXXX account, they advised it had not been sent and the previous request had been cancelled ( for an unexplainable reason ) and I would have to wait AT LEAST another 24-48 business hours. I advised this was UNACCEPTABLE as the payoff had long been posted, and I HAD to leave Wednesday XX/XX/XXXX for the rescheduled business trip and that if I did n't transfer the car prior to Wednesday at XXXX my buyer would back out. And I would be out the money I used to pay off my car. Tuesday, XX/XX/XXXX I called again, explained the story yet again. I was advised that they would FAX me a lien release before XXXX EST. This was around XXXX. At XXXX I check the fax machine in my landlords office, No Fax. I called back, I was again given the run around about offices being behind, Snow storms, and other excuses. Ally 's website CLEARLY states that if you send certified funds, they will send the release with in FOUR business days of RECEIPT of the payment ( see attachment from their website ). We are well past 4 business days of receipt. We are past 4 business days of posting. This situation has cost me now thousands above and beyond the cost of the payoff in lost work, rescheduled trips, and other hardships related to my inability to purchase a new car since this one is n't released yet, which is going to leave me w/o a car for work
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-12
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: We went to buy XXXX cars, and the dealership said they would only run our credit once and share the info with the lenders. Now I have XXXX hits on my credit report because the lenders also hit my credit report. There were XXXX companies that hit my credit XXXX 10 days apart. Ally and XXXX XXXX XXXX hit my credit on XX/XX/XXXX and again on XX/XX/XXXX. How do I get the XXXX hit removed on each XXXX?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 833XX
Submitted Via: Web
Date Sent: 2017-03-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-11
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I had requested a 2 month extension on XX/XX/2017. I did n't receive the extension agreement until XX/XX/XXXX. Submitted the paperwork and payment XX/XX/2017 which met the 10 day deadline as stated in the letter. XX/XX/XXXX rolls around and the staff are calling me telling me my loan is past due and requesting payment. I explain whats going on with the extension and such. The agent says he looked into the account and seen that the extension is noted but hasnt been granted. Therefore he would email the extension department to get the situation resolved. XX/XX/XXXX rolls in and I begin getting calls again. I explain the same situation. The agent starts telling me that the extension expired because I didnt make the minimum payment by the deadline. I explain I did make the payment on the night of XX/XX/XXXX. She stated she would look into the situation again and contact the extension department to see whats going on with my account. XXXX, same thing happens, but this time I requested to speak to a supervisor. The agent put me on hold for 3 to 5 minutes, and then came back on the line stating that the supervisor was busy and unable to assist me. XX/XX/XXXX, I get yet another call and explain the situation. The agent says the same thing, that I 'll contact the extension department. I then requested to speak to a supervisor as well, as I 've been getting a run around. I requested to speak to a supervisor. The agent put me on hold for 3 to 5 minutes, and then came back on the line stating that the supervisor was busy and unable to assist me, but assured me that she contacted the extension department and they will be looking into the situation. XX/XX/XXXX, I was on the phone for 22 minutes still dealing with the situation. finally getting transferred to a supervisor. I explained to the supervisor whats going on, and she explained that she would be looking into the situation directly and will contact me back. I received a voicemail message on XX/XX/XXXX from her to call back. I called back, got another agent, and was not allowed to speak with the supervisor and was told the extension was never granted because the extension agreement was supposedly not signed by me. I spent 35 minutes on the phone explaining to the agent what happened, she finally offered me another one month extension. Same thing is happening with this extension as Im getting calls about every 3 days and I explain that I requested an extension and all that jazz. Everyone tells me that they will get it taken care of, but I keep getting calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2017-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-10
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX my car was stolen and was considered a total loss. I continue to make payments to Ally as my insurance and gap insurance was still in the process of paying off my vehicle. On XXXX XXXX, XXXX I made a payment of {$680.00} on auto pay which has been refunded back to me. On XXXX XXXX, XXXX I made another payment of XXXX to ally using their XXXX XXXX speed pay service to make sure my payment was n't late and did n't reflect on my credit report. My insurance then paid off my XXXX XXXX XXXX on XXXX XXXX, XXXX. I called Ally on XXXX XXXX to see if I would be able to get the over payment I recently just made of {$680.00} to XXXX XXXX XXXX back, since my vehicle was paid off By my insurance they said it would be refunded back. Ally notified me that payment made on XXXX XXXX, XXXX was reversed back to XXXX XXXX speedpay on XXXX XXXX. Ally said that the payment would go back into my bank account within 48 hours, it never got refunded back to my account. Ally then claimed that they reversed the payment back to XXXX XXXX speed pay, but XXXX XXXX speed pay stated that they do not do such a thing, so XXXX XXXX speed pay asked me to call Ally because they are the ones responsible for returning the payment back to me ... not XXXX XXXX speedpay. So beginning XXXX XXXX till the end of XXXX, I have called Ally financial numerous times asking where my reversel payment of {$680.00} has gone? They knew nothing. I decided on XXXX XXXX to file a dispute form with my bank to get my funds back since XXXX XXXX speed pay and Ally financial had no recognition of where my reversed payment was at. On XXXX XXXX, XXXX I received a letter from Ally financial asking for me to pay the over payment of {$680.00} back to them in which my account was already paid in full and the {$680.00} was the reversed payment they owned me. In the letter Ally sent me it stated that I had till XXXX XXXX, XXXX to make arrangements with them to pay the {$680.00} back to them. I notified Ally financial on XXXX XXXX, XXXX to find out why I needed to pay them back. Ally financial told me they did n't know why I received the letter and that my account was paid in full and they do not know why I have to pay back the {$680.00} to them. The representative I spoke to Then gave me a confirmation number and and said my account was under investigation. I asked her if I needed to make a payment she stated no. Not while my account is being overlooked. I asked her that the letter stated that I had until XXXX XXXX to make arrangements or my account would be sent to a debt collector. she stated I had nothing to worry about and that someone would return my call within 48 hours. I never received a call. On XXXX XXXX, XXXX, I called Ally financial again to find out why no one has called me back, The representative said she could not give me any information and she transferred me to the debt collector because my account has been sent to them. The debt collecting agency which is ( XXXX XXXX ) notified me when I called that I needed to pay the money and my account was closed and all credit bureaus were notified of my default of payment. I am disgusted by The treatment I have received from XXXX financial. I have been a loyal customer and have never missed a single car payment Since I financed my vehicle. I hope that this issue gets resolved and fixed because they can not treat their customers this way ... it is disgusting!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91766
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Hello I have been contacted by allXXXXy financial for a debt on a vehicle they financed to me for {$30000.00} sold for {$18000.00} now they are saying I owe XXXX for a vehicle I only had in my possession for a little over 3mons. How can I be responsible.the vehicle was impounded for driving under suspension but how could I be under suspension when I have to have full coverage upon driving off the lot
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: False statements or representation
Subissue: Indicated committed crime not paying
Consumer Complaint: Vehicle payment is past due. XXXX was contracted by lender, Ally Financial, to repossess the vehicle. Unable to locate the vehicle for repossession, " investigator XXXX '', an agent of XXXX, identified himself as law enforcement, made false statements about imprisonment and crimial charges to myself, my husband, and to elderly third parties at my home address. " Investigator XXXX '' also called the elderly family members on their personal cell phone and made additional threats of imprisonment and XXXX. XXXX working for Ally Financial have threatened imprisonment, have harrassed myself and family members at home, telephone harrassment, and impersonated law enforcement. Ally Financial and XXXX have violated The Fair Debt Collection Practices Act ( FDCPA ) and the Florida Consumer Collection Practices Act ( CCPA ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I have an auto loan with Ally Financial that, per contract, is due on the XXXX of each month. The XX/XX/XXXX payment was made on XX/XX/XXXX Although XXXX is a short month, this is still only 29 days past the due date of XX/XX/XXXX XXXX. Nevertheless, Ally reported me as being 30 days past the due date. The Credit Reporting Resource Guide ( used by all XXXX CRAs ), FCRA, and FCBA clearly defines a reportable 30-day late as being at least 30 days past the billing due date. " While a payment is late if not received by the billing due date, it does not become a reportable 30-day late until at least 30 days past the billing due date. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am trustee for my late mother-in-law 's trust. I set up a trust account with Ally Bank in XX/XX/XXXX. Since my mother-in-law passed away ( XX/XX/XXXX ), I need to re-assign the taxpayer ID associated with the account replacing it with an EIN. I recently made a request via Ally 's secure messaging system ( and per verbal direction from the Ally trust department ) to make this change, submitting the Ally trust maintenance form and copy of the death certificate. I received a response message from Ally that I am was not authorized to make such a change. I responded to Ally that I am trustee for the trust, and have already provided Ally with a full copy of the trust that states this. I have received no response from Ally since that message ( two weeks ago ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No