Date Received: 2016-09-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I sent Ally Financial two previous requests for them to return to me my monetary instrument and followed that up with a QUALIFIED WRITTEN RESPA REQUEST. I sent this via Certified Mail and the first page is seen here : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX [ XXXX ] ALLY FINANCIAL Attn : Notice of Mistake c/o XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Certified Mail # : XXXX XXXX XXXX, 2016 RESPA QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT & VALIDATION OF DEBT LETTER, TILA REQUEST This letter is a ''qualified written request '' in compliance with and under the Real Estate Settlement Procedures Act, 12 U.S.C. Section 2605 ( e ) and Regulation X at 24 C.F.R. 3500, and The Gramm Leach Bliley Act. REF : MIN XXXX, XXXX XXXX XXXX # XXXX, XXXX, XXXX XXXX Dear Madam or Sir : I am writing to you to complain about the accounting and servicing of this mortgage and my need for understanding and clarification of various sale, transfer, funding source, legal and beneficial ownership, charges, credits, debits, transactions, reversals, actions, payments, analyses and records related to the servicing of this account from its origination to the present date. I am the SOLE AUTHORIZED ADMINISTRATOR for the PERSON noted as XXXX XXXX XXXX and I am the sole creator and owner of the monetary instrument Promissory Note for the account and property listed above. I requested that you return my property to me and you refused to do so. There is no statute of limitations on fraud. Potential fraudulent and deceptive practices by unscrupulous mortgage brokers ; sales and transfers of mortgage servicing rights ; deceptive and fraudulent servicing practices to enhance balance sheets ; deceptive, abusive and fraudulent accounting tricks and practices may have also negatively affected any credit rating, mortgage account and/or the debt or payments that I am currently or in the past, or may be legally obligated to. I hereby demand absolute 1st hand evidence from you of the original uncertificated or certificated security regarding account number MIN XXXX, XXXX XXXX XXXX # XXXX, XXXX, XXXX XXXX. In the event you do not supply me with the very security it will be a positive confirmation on your part that you never really created and owned one. I also hereby demand that a chain of transfer from you to wherever the security is now be promptly sent to me as well. Absent the actual evidence of the security I have no choice but to dispute the validity of your lawful
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02368
Submitted Via: Web
Date Sent: 2016-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-31
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: This is an extension of the complain # XXXX. I opened a vehicle loan with Ally Financial in XXXX. All payments to the loan were made on time and setup for electronic debit and processed out my checking account via ACH. I paid off the loan in the exact same manner and called to let them know I was selling the vehicle and needed to expedite the title. I was immediately told that is not possible-they do n't make exceptions. Then I was told it would be 10 days before my title was sent. I was promised it would be mailed out on XXXX/XXXX/XXXX which was a Saturday so I questioned that being a weekend and they promised that it would be XXXX/XXXX/XXXX. I tried several more times to expedite this process as I felt 10 days was an unreasonable amount of time to hold the title. I communicated my urgency verbally over the phone, written through my online account, and written through Ally XXXX 's chat feature on their website. Still, my title was mailed out REGULAR MAIL ( which is negligent ) on XXXX/XXXX/XXXX. I was very upset with this as I had made it very clear I needed it as quickly as possible and they disregarded me completely. I have called at least 10 times asking for someone to please let me know where it is as it is now XXXX/XXXX/XXXX and I still do not have the title. Originially I was told it would take 3-5 business days to receive. Miraculously when I did n't receive it after 5 business days, their policy changed to 5-7 days! Because I filed a complaint, I was told that my file had been transferred to the EO department which I later found out stands for Executive Office and there is no way for me to contact them. I have to wait for someone to call me. I have been waiting for TWO WEEKS and no one has had the decency to call. I continue to call customer service and they just say my title was mailed out and there is nothing they can do for me. How could this possibly get any more ridiculous? The buyer for my car backed out and purchased another as I was not able to timely receive the title. Ally had declined to take responsibility in any way and refuses to pay for a duplicate title even though they are the ones who mailed it with no tracking and is likely now lost in the " regular mail '' that they trust for such important documents. I can not express my frustrations with this company enough. This has single handedly been the worst customer service I have ever heard of, let alone experienced, in my entire life. I am still waiting on my title, just like I am waiting for the callback that they " promise is of high urgency '' that has taken more than 14 days to get ... .Absolutely ridiculous! It is very clear that customers who actually pay their bills are not a priority to this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61920
Submitted Via: Web
Date Sent: 2016-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-31
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I had an automatic Bill pay monthly to pay for the car payment. I received an email from my bank that the payment was made. I checked my credit report one month later and it showed 30 days late payment reported to the credit bureau. I checked the payment history with ally financial inc and found out that the payment was reversed by my bank and I never had the opportunity to know about it to correct it. I immediately brought my account current and I asked Ally Financial inc to remove this negative item from my credit report bcz it was not intentional from my part and it 's the bank who reversed it without my knowledge, they refused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2016-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-31
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I co-signed on a car loan with my son and he purchased full coverage on the vehicle including gap insurance. He was involved in an accident and the car was totaled per geico insurance company. The bank was named as additional insured and at all times was kept in the loop.As you know insurance companys take time to process claims and it was taking longer than usual and the bank was not co-operating with the insurance comapny which my son should have taken care of this and he didnt. To make a long story short the insurance company paid the bank and the gap insurance company requested information from the bank which they did not to my knowledge provide to them so they may pay the balance of what the insurance company did not pay.The bank has falsely reported to the credit reporting agencies that this is a voluntary repossession which is not true or correct. They were paid in full according to the insurance company. This is affecting my credit standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2016-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-31
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: XX/XX/XXXX, I submitted a letter to close my account with Ally Bank. XX/XX/XXXX, having not yet received a check, I called to understand status on XXXX XXXX, 2016. They said they mailed the check and would need to reissue a new check. Given the amount ( over {$190000.00} ), I asked them to expedite whatever paperwork was necessary. On XXXX XXXX, I had still not received any paperwork, so again called. They said they had not done anything as a result of my original request, but would send paperwork via email. Since I was traveling, I did not have access to a printer and the paperwork " expired '' after 8 hours. The access to the paperwork was laborious at best as it was sent through a secured site. On XXXX XXXX, I called Ally Bank again ( spend another 30 minutes on the phone ) and they again indicated they would send out paperwork which would need to be notarized. They also indicated they had not yet cancelled the check. A few questions : 1 ) Why did they not immediately cancel the check on XXXX XXXX when I originally notifified them the check had been lost? 2 ) Why did they not send out the paperwork after the XXXX XXXX call? 3 ) Why does the paperwork expire after 8 hours so the consumer can not get access to their funds. Since I was traveling, this delayed me yet another 2 weeks? 4 ) Why does the paperwork have to be notarized and why does it have to be sent through a secured site. On XXXX XXXX, the check had not been cashed, so I do not understand why this level of difficulty in getting access to my funds. 5 ) Are they making the process inordinately difficult in order to keep my funds, in hopes XXXX XXXX not be relentless enough to spend hours on the phone, find a notary, decode a difficult and confusing software to access the paperwork and hope that they expedite my check and actually deliver it this time. I work in financial services, and take the CFPB very seriously. I have never made a complaint, but this situation has been so aggregious and so consumer unfriendly, I thought it important to bring it to your attention. I would appreciate any help you can give me to expedite this matter to a close for me and as importantly to provide Ally guidance on how to treat consumers in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2016-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-30
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: On XXXX XXXX, I XXXX XXXX tried to make online payment to Ally Financial online payment system. I received an error message stating site unavailable and to try again. I was nearing a 60 day late payment status but on the XXXX I was not 60 days late. After repeated attempts to make payment online, I went to a XXXX location and made a expedited payment to avoid a 60 day late reporting to my credit bureau and also because I was in the process of purchasing a new home. I Sent the payment of {$550.00} via XXXX around XXXX and as I normally do when I 've sent payments via XXXX , I would call the payment into Ally to advise them of the payment made and Ally would call XXXX and verify payment was indeed made. I called and spoke to a representative after payment was made and as normal, Ally Representative called XXXX and verified payment using the confirmation that I provided to representative. The representative then documented my account information with verification of payment. I then called ALLY on the XXXX XXXX, 2016 just to make sure payment was posted properly and to be reassured that I would not get a 60 day hit on my credit because this would indeed deny my loan. I spoke to an Ally manager - XXXX XXXX, who I express my concern about getting a 60 day late hit to my credit reports and she reassured me after I thoroughly explain to her with leaving any information out pertinent to the payment that I would not have a 60 day hit to my credit and that when ALLY reports, they report current status of account. I was hit with a 60 day, my loan was denied, my credit rating dropped and I after attempting to escalate this matter to the escalation manager, I 've only been told that a manager would return my call. No manager has returned my call and I have tried escalating this matter to the Ally Corporate offices only to be told that they would send information to Customer Service, but customer service is not being cooperative and at times unnecessarily rude. I am seeking to have all negative information that ALLY has provided to any and all of the XXXX credit bureaus corrected to a positive status at this point due to the XXXX, pain and suffering, and punitive and malicious acts of Ally. I am also requesting this to be escalated to a senior executive level and NOT to the unwilling and rude customer service department and I have been patiently seeking help from in the past. I have spent hours on the phone with ALLY which has been a complete waste of my time!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2016-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-29
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Allied auto loan continue to harass me by calling several times wanting payment payment is due the XXXX of each month made payment on XXXX 2016 which was still under the 10 day grace period of not being late they continue calling and wo n't stop. I did answer their phone calls 2 times and ask why are they still calling me. They gave me reference number XXXX and said they would stop, but they continue. The second call I answered I was not given a reference number he only gave me his employee # XXXX and name XXXX. I have been receiving a total of XXXX calls as of today hope you can help me. I am a XXXX patient and receiving these calls have made me go this far because I ca n't take it any longer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94538
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-27
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: On Saturday, XXXX XXXX, XXXX I turned my leased XXXX XXXX XXXX vehicle in to XXXX where they recorded my odometer as reading XXXX miles. Ally, the leasing agent with whom I financed my vehicle with, recorded the mileage as reading XXXX, a XXXX mile difference! I returned my vehicle XXXX miles under the allotted XXXX miles as permitted by my lease agreement. I performed a search of the vehicle 's VIN number. XXXX XXXX 's Used Cars located in XXXX XXXX, MI is selling the vehicle for {$19000.00} with the odometer reading listed as XXXX. Yet, Ally listed the odometer on my inspection report as reading XXXX. According to the Michigan Secretary of State that is odometer fraud. My sales lady and I inspected the car, the tires, rims, interior & exterior, using Ally 's Vehicle Lease Return Kit as our guide, finding no issues that would cause alarm or repair/replacement fees. I replaced the windshield before I turned it in due to a crack & under my lease terms I had a duty to do so. That was the only issue with my leased vehicle. As of Saturday, XXXX XXXX, XXXX, the XXXX XXXX XXXX chain of custody was transferred from myself to the XXXX dealership.On Friday, XXXX XXXX, XXXX, Ally sent a third party inspector to the XXXX dealership to perform the inspection on my now former XXXX XXXX XXXX leased vehicle. On Saturday, XXXX XXXX, XXXX, I received a letter sent to me from Ally claiming that I owe them {$820.00} for four new tires on the grounds that all four tires had gouges/cuts in the sidewalls. On Saturday, XXXX XXXX, XXXX, I returned a XXXX XXXX ATS to XXXX with tires that were absent of any type of gouge or cut. From Saturday, XXXX XXXX, XXXX until Friday, XXXX XXXX, XXXX, the vehicle, no longer in my chain of custody sat on XXXX dealership lot. The vehicle sat for six days before it was inspected by Ally 's third party inspector. At any point in time during those six days any number of things could have happened to the vehicle 's tires. The dealership could have traded them out & replaced them with a damaged set. The vehicle was no longer in my possession. The inspection was performed without me being present. It is very easy for Ally to make false claims & charge you for alleged damaged tires when no one but a third party inspector is allowed to be present. On Monday, XXXX XXXX, XXXX, I receive XXXX letters from Ally. XXXX letter stated that my vehicle sold at auction but failed to list what it sold for & that I am responsible for the {$820.00} charge for the tires. I called the XXXX number listed on the letter & spoke to a female operator who informed me that my tires were bald & mileage has nothing to do with the tread wear, weather & road conditions are the main factor. I informed her that I will not be paying the {$820.00} charge & to make note of it in my account.Ally was dropped by XXXX as a financer due to an enormous amount of customer complaints & now they are using nefarious & fraudulent claims & damages in order to make up for the money lost from XXXX dropping them. I refuse to pay a dime of the {$820.00} they are falsely claiming I owe for tires. This company needs to be investigated & criminal charges filed against them. Ally carries the burden of proof. The vehicle has been sold & no longer in their chain of custody. They had a third party inspector inspect the vehicle alone with no witnesses & no one from the XXXX dealership to concur & validate his findings or photos taken of the tires. Now Ally is sending me letters claiming they reached out to me with their willingness to work with me. They have never reached out to me other than to send me letters stating I owe the amount & if I did not pay them they threatened me with sending me to collections & reporting negative credit info.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2016-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened XXXX CD with Ally Bank five years ago the maturity was XXXX XXXX, 2016, we closed the CD on XXXX XXXX, 2016 and did not receive interest from XX/XX/XXXX till XX/XX/XXXX. I can not find my disclosure but I thought that they pay interested in the grace period. I called and they told me that do not pay interest because I close the account. Can you tell me if this is common practice?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60714
Submitted Via: Web
Date Sent: 2016-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-26
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Ally is reporting a paid account as collection. See attached agreement re : their unlawful repossession and ultimate agreement that they will report paid and remove negative actions after date of repossession
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2016-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No