Date Received: 2017-02-28
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I leased a XXXX with Ally up until XX/XX/2016. After returning the vehicle in 'mint condition ' ( according to the dealership which inspected my vehicle before the lease ended to check if they wanted to buy it in order to get me a great deal on a new car, but it was going to be too expensive for them since it was in great shape ) I received notifications from Ally that I owe them {$650.00} for 3 (! ) new tires because they were run down. This claim came as a big surprise to us since I personally measured the tire thread with the provided tool before lease end to make sure we wo n't get billed afterwards ( after all it would have not been that expensive to replace worn down tires with some that would have passed the inspection if this would have been the case! ). So after offering an independent inspection which they turned down because they claimed that they had already sold the car at auction I requested the proof that they actually had to put 3 new tires on that car before they sold it which of course I never received! They kept referring me to the pictures of their inspector ( which could have been from any vehicle since they only showed close-up frames ) which I refused to accept since and I never had even one of the tires renewed, so this must have clearly been a mix-up or intentional fraud ( they also included a minor damage in the windshield which was covered but I do not recall wholes in the windshield at all! ). Turns out all my pleas were a waste of time! After spending hours on the phone with them I finally sent a letter to them including my dispute in XX/XX/XXXX. After still only receiving account payment reminders I went back on the phone and then they told me that that was an informal dispute which was turned down internally ( which they never notified me about! ) and that I have to mail a formal dispute if I still disagree with the charges, so I did that ( this time via certified mail! ) on XX/XX/XXXX. After still only receiving account notifications I yet again went back on the phone in XX/XX/XXXX and was told they never received my letter! Of course I told them I have the receipt of the certified mail and that is says that it was delivered just fine but all they did was to tell me that I should send an email. So I did that on XX/XX/XXXX and again on XX/XX/XXXX but the only thing I am still receiving is 'urgent account reminders ' ... This is a which hunt - I am shocked that a company like Ally can pull something like this off without acknowledging my concerns one single time in almost 6 months now ... That being said this is a matter of business ethics - it 's a fraud that leaves me as the consumer powerless. Not once have they acknowledged the problem or tried to work with me. I only keep hearing back from them with regards to the unpaid balance and that they are willing to work with me in paying the 'owed amount ' off. If I had the option to make this go away today by donating this bogus amount to my local XXXX I would n't hesitate for a second, but I refuse to be a victim of a fraud like this ... Please advise and help!!! Thank you!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2017-02-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-27
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I continuously speak to XXXX and still no response from Executive Offices. Another request with no response. Please advise. I am a very frustrated consumer. I paid of a Ally Financial Auto early due to the mileage. Over {$5000.00}. It was turned in to XXXX XXXX in XXXX, XXXX There is a {$150.00} charge Ally claiming the Lessee, ( me ) cracked the drivers seat plastic part. I did not crack the seat. I am a very small woman and wrote a letter to your Executive Offices as instructed by XXXX. Ally Executive Offices signed for the certified letter XXXX/XXXX/XXXX. To date no correspondence pertaining XXXX to my letter. Your representatives keep calling on a daily basis claiming never to receive any information from the Executive Offices and demand payment. Please assist it getting a frustrated consumer that did not incur this dollar amount closed on this Lease Account. The XXXX of being told this small dollar amount will go to collections and the numerous amount of calls each day needs to end. We are good consumers working with you and want to have the account closed. Please advise. This is my second email request. Regards, XXXX XXXX XXXX On XXXX XXXX, XXXX, at XXXX XXXX XXXX XXXX. XXXX XXXXXXXXXXXX XXXX wrote : Begin forwarded message : From : " XXXX XXXX. XXXX ; XXXXXXXXXXXX XXXX Date : XXXX XXXX, XXXX at XXXX XXXX EST To : XXXXXXXXXXXX Subject : Complaint To whom it may concern, I am a frustrated consumer and getting no help with a {$160.00} charge. I was told to write to executive offices and Ally has signed for it on XXXX/XXXX/XXXX and I keep getting calls and calls. What is next to dispute a small dollar amount. Calls start very early and go late at night. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27517
Submitted Via: Web
Date Sent: 2017-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-27
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: On XX/XX/XXXX16 I was involved a MVA. Subsequently my vehicle was totaled on XXXX16 due to the amount of damage. I notified ALLY Financial on XXXX16 of the incident because I knew I would need to gather documents from ALLY Financial for my insurance company. I also had GAP insurance provided for my GAP coverage. I had been requesting the required documentation from ALLY Financial for 6 weeks so I could get my claim completed with XXXX regarding my GAP coverage. ALLY Financial finally informed me after I placed several calls over the course of 6 weeks that they would not send the required documentation to XXXX because they were considered a 3rd party. NOBODY from ALLY Financial had relayed this information to me until almost 2 months after my claim process had begun. Now I am having to pay an excessive amount of daily fee 's and interest because the date of accident was on XXXX16, and ALLY did n't get the required documentation to my insurance providers in a timely manner. I do n't feel I should have to pay the excessive fee 's for the daily rates they are charging me because of their lack of communication and failure to get me the documentation I had been requesting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98908
Submitted Via: Web
Date Sent: 2017-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: This bank seems to engage in a deceptive practice with regard to funds availability with deposited checks. I received notice that a deposit made on XX/XX/XXXX would be available in two portions, {$200.00} on XX/XX/XXXX ( next business day ) and the remainder on XX/XX/XXXX ( 2 business days ). This is in accordance with the deposit agreement on the account and not in dispute. However, on XX/XX/XXXX the bank overdrafted my account repeatedly prior to releasing these funds, only to release them immediately after processing the overdraft transfers. The result was a net income ( {$20.00} ) to the bank due to excessive transfer fees against a savings account that were unnecessary due to their mistaken late release of the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45245
Submitted Via: Web
Date Sent: 2017-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-27
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I deposited a check for {$1400.00} into my account on XX/XX/XXXX. Due to my account going negative back in XX/XX/XXXX they are placing a 5 day hold on any check deposited into my account until XX/XX/XXXX. When I paid my mortgage, the funds were not to pull from my account until XX/XX/XXXX, however due to a typo, the funds withdrew on XX/XX/XXXX causing my account to go negative again. By Ally having the additional hold on the check that I deposited, it is causing me an additional hardship and exra fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 187XX
Submitted Via: Web
Date Sent: 2017-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-25
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I purchased a car financed through ally bank for my daughter loan # XXXX te the car was totaled in an accident in XX/XX/XXXX. the car was insured through XXXX and the loan had gap insurance through XXXX. XXXX paid Ally bank {$12000.00} the book value of the car, Ally than made a claim to the gap insurer of {$4400.00} The full amount was paid by XXXX. I called Ally spoke to someone in customer service to confirm they received both payments and was advised yes and told " do n't worry XXXX the loan is PIF " I never received any additional monthly statements after that until 4 months later in XX/XX/2014 I received a letter from Ally claiming I was in default of my loan and that {$290.00} was 120 days past due. When I called Ally Bank to find out what this was about they told me that the GAP insurance did not cover the late charges when I asked what months and amounts were the late charges for after holding for 19 minutes the girl said there are NO late charges on the loan and see transferred me to the asset recovery unit after explaining the entire story all over he said I do n't have anything to do with your car it is not out for Repo ( NO KIDDING ) I called back and asked to speak with a manger and told that woman the entire story all over again and she said " well the gap insurance did not pay what they were supposed to " they never do '' I called the gap insurer and confirmed they paid the exact amount demanded from Ally Bankd {$4400.00}. I called back Ally told the same story one more time and was advised this amount was interest due on the loan I asked how that could be and interest for what months and the girl told me it was for XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/2014, when I asked how could that be when the loan was PIF in XX/XX/2014 she said you need to speak with a manger and all she could do is take my information and a manger would call back in 24 hours I 'm still waiting. I have contacted Ally Bank and the collection agency they hired server times but as I said I 'm still waiting for a call back. clearly they put the insurance funds in some type of suspense account rather than apply them to the loan which caused additional interest to accrue until they reconciled the account. This is being reported on my credit as a charge off which caused me real harm this month when I went to purchase a new car and caused me to have to pay a subprime rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08002
Submitted Via: Web
Date Sent: 2017-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have several accounts at ALLY BANK. Ally Bank does not have a relationship with XXXX, but that program was able to access data from some but not all of my accounts. I reported this data breach to Ally but they were unconcerned, even though they could not explain why XXXX of my several accounts were accessible..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2017-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My mother opened XXXX IRA accounts at Ally Bank in XXXX. I helped her complete and submit the paperwork to the bank at that time. The paperwork provided the names of the beneficiaries and the percentages due to each beneficiary upon death of my mother. My mother passed away on XXXX/XXXX/XXXX. Since early XXXX I have been struggling with Ally Bank to recognize me as the Executor of my mother 's estate and to speak with me about the balances in the accounts. Over the past 2 months, I have placed over 20 phone calls to the bank to resolve issues that they have created, including distributing an RMD to my deceased mother in XXXX of this year. Each issue until today has been frustrating but ultimately resolved. Today however, the issue is egregious because it has caused financial harm to me and it is the reason why I am filing this complaint. Ally Bank informed me in XXXX that they would not transfer the proceeds of my mother 's IRA accounts until all paperwork was received by the beneficiaries. However, on XXXX XXXX, XXXX, they began to transfer the proceeds starting with my portion. On XXXX XXXX, they transferred another portion to XXXX of my siblings. The amounts that were transferred to each of us were different. When I calculated what should have been transferred based on the percentages my mother allocated in the documentation provided to Ally, I determined that calculations were incorrect. I called Ally Bank to ask them how they arrived at the figures that were distributed. The manager, XXXX XXXX, stated that the operations department decided on the amounts to distribute to me and my siblings because there were no instructions provided by my mother. He stated that the amounts in my mother 's accounts were divided by XXXX and we each received our portion. My problem with this is three-fold. One, Ally Bank told me in XXXX that they would not transfer any proceeds to beneficiaries until all of the required paperwork from each beneficiary was received. Two, my mother provided specific percentages that each beneficiary was to receive, but the bank did not follow the explicit instructions provided by the account owner. Three, if the bank had indeed transferred the balance in XXXX equivalent portions, the amounts would have been the same, but they were not! In fact, the amounts that have been transferred so far are less than one-third of the balance that was in each of my mother 's accounts as of XXXX XXXX, XXXX! This is a serious issue because I am personally entitled to 34 % of the balance in my mother 's accounts but I only received 33.04 %. XXXX of my siblings received 33.06 % and the balance left in the accounts represents 33.9 % of the total!! The difference between what I should have received and what I did receive is approximately {$2100.00}. I realize that this may seem like an insignificant amount, but the issue is n't the amount. The issue is that Ally Bank is not following its own internal procedures, is not following the instructions provided by account owners, and is transferring incorrect amounts to beneficiaries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60016
Submitted Via: Web
Date Sent: 2017-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-23
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I had a vehicle that was totaled in an accident. The after the insurance paid and the warranty refund was received by Ally, they filed for the Gap Insurance payment to cover the balance. I received a paid in full letter on XX/XX/2017. After that on XX/XX/2017, I received a second letter demanding {$370.00} that they said I owed as a balance. I contacted them immediately and spoke to XXXX ( ref # XXXX ) and disputed the claim - letting them know that they filed GAP and provided a paid in full letter. She agreed and said she would investigate and contact me back within 24-48 hours. No one ever called me back. In the meantime, I am purchasing a home and have a mortgage approved based on the pay off of this loan. My credit report reflected the XXXX balance but on XX/XX/2017, Ally falsely reported that I now owed {$29000.00} on this same account. I called them ( today XX/XX/2017 ) and spoke to XXXX XXXX reference # XXXX XXXX. He stated he was sorry for the issue and agreed that I did not owe Ally {$29000.00} on this or any other loan. However, he stated he would need to look into and will get back to me. He had no explanation for why XXXX did not contact me. At this point, it must be removed from my credit report or I could lose my approved mortgage loan on my new home. This is a clear violation of the FDCA. I 'm livid that they can do this to someone - especially when we cooperated fully after the car was totaled and all payments to them were timely. Please help me! I have copies of both letters from them - the paid in full and then subsequent demand - along with a copy of the portion of my credit report that shows they falsely reported an amount due on this account that is NOT due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2017-02-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-23
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Calling four times a day EVERY DAY after I told them not to and that it was excessive. I have spoken to them more than once about this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45237
Submitted Via: Web
Date Sent: 2017-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No