Date Received: 2015-04-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am filing this CFPB action to contest a series of abusive and seemingly unscrupulous actions taken on XXXX XXXX, 2015 by Ally Bank personnel, in relation to my online savings account. I opened up an Ally Bank online savings account last month and deposited a total of {$20000.00} into the account via transfers from my home bank 's checking account. Other than the slowness of moving my funds from my bank to Ally ( it took 5 to 6 days rather than their advertised 2 to 3 day period ), my experience with Ally was basically meeting my expectations until the events of the past day. I had successfully set up secure access to my Ally account via both their regular online login system and via their mobile phone application. Two days ago, I changed my home phone number due to the increasing receipt of numerous scam and fraudulent calls, and within hours had gone online and promptly notified all of my financial institutions and other service providers of my new home phone number. There was no change to my mobile ( cell ) phone number, address, or any other information. My updates to my home phone number at all of these accounts, including Ally, were done via the usual secure login systems. On the morning of XXXX XXXX, 2015 I received a call from a woman on my new home phone number who only identified herself as being from Ally Bank, who said she was calling to confirm an " address change '' that I had recently submitted. She was very aggressive, refused to further identify herself ( I do not have caller ID on my home phone ), and continued to rapidly ask me a very long list of questions. I at first answered the first several questions, such as the last XXXX digits of my social security number, my pet 's name, my mother 's maiden name, and other items that I had offered up as security questions provided by me when I first opened the Ally account, and seemed reasonable. I definitely gave her all of the correct answers. She kept going on and on and on, however, asking increasingly personal questions, such as the make, year, and model of my vehicle, which I have never before been asked, and seemed highly unusual. Since I suspected possible fraud, I stopped answering the questions after about the eighth item, and ended the call. I then almost immediately attempted to log onto my Ally account to get the account number, and call Ally 's regular customer service line to confirm that the call from this very aggressive and rude woman was legitimate and to ensure that a problem with my account did not exist. After correctly logging in, a message appeared, saying that my account had been locked and that I needed to call the toll-free phone number provided. I them quickly called the toll-free number and after giving the representative my name and account number ( I had retrieved it by then from my print Ally records ), was told that there was nothing they could do, and that I needed to place a toll call to a woman named " XXXX '' at XXXX. After waiting about 90 minutes I finally received a return call from " XXXX in Loss Prevention '' who again incorrectly asserted that I had filed an " address change '' to my account, which I again said was incorrect, as only my home phone number had changed. I then had to answer many more questions from her, and many of the questions seemed extremely unusual and intrusive, such as the make, model, and year of not just my current vehicle, but also of previous vehicles I have had, and places where I have lived many decades ago. Ally Bank 's so-called " loss prevention office '' needs to be held to account for the abusive behavior of their employees, and should take immediate steps to avoid this from ever happening again. The only thing the " loss prevention '' office accomplished in my case was Ally 's permanent loss of a good customer, and this filing. Thank you for your careful considerat
Company Response: Company chooses not to provide a public response
State: CA
Zip: 95129
Submitted Via: Web
Date Sent: 2015-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-03
Issue: False statements or representation
Subissue: Impersonated an attorney or official
Consumer Complaint: I received a call and they said they were from Ally Financial Institutions ( the company that has a line on my car ). I had to verify the account for them and we did it through my social security number instead of account. Immediately I noticed the person 's XXXX was poor. Then they said my account was in collection, which I knew to be untrue. I hung up but they already had my social. I called Ally to verify. They were unconcerned and offered zero assistance, only verified that my auto loan is in good standing. At the end of the scam call, the person stated they were from a law office and not Ally. The incoming number can also receive calls and the scam number was XXXX XXXX XXXX.
Company Response: Company chooses not to provide a public response
State: NC
Zip: 271XX
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-03
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: In XXXX XXXX, I returned a vehicle I had been leasing since XXXX and purchased a XXXX Pontiac G8GT. From XXXX XXXX - XXXX XXXX I made my monthly payments of {$500.00}. I believe there was XXXX instance that my payment was late but stilling paying within that month. When I purchased the vehicle, I elected to buy a new car warranty as well as Gap insurance. In XXXX XXXX my vehicle was parked outside my home and was rear ended by a XXXX high school girl distracted at the wheel. My vehicle sustained over {$17000.00} in damage and was deemed a total loss. At the time of the accident I carried full coverage insurance through XXXX and also carried Gap insurance coverage. My insurance company paid over {$21000.00} towards the vehicle because the girl at fault was uninsured. The remaining balance of approximately {$850.00} should have been covered by the Gap insurance I paid for monthly. After all deductions made and refunds calculated Ally sent me a statement advising me that I owed the above balance. How is that possible? The entire reason I purchased Gap insurance was to cover additional costs not covered by my personal insurance company. I disputed this with Ally for several months. Ultimately, fighting a losing battle I paid Ally The REMAINING balance they claimed I owed. At which point, ALLY proceeded to report my account as a charge off. Which negatively affected my credit rating.
Company Response: Company chooses not to provide a public response
State: UT
Zip: 84097
Submitted Via: Web
Date Sent: 2015-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-03
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: In XXXX XXXX I leased a XXXX XXXX from XXXX XXXX in XXXX XXXX XXXX. The lease was financed through Ally ( formerly XXXX ). I made my payment every month and did not have XXXX late payment from XXXX. I XXXX and purchased a XXXX XXXX XXXX in XXXX XXXX. I received a letter from Ally XXXX XXXX stating I owed money on my previous XXXX for a sum of over {$1100.00}. I then received a statement stating I only owed a balance of {$540.00}. I contacted Ally and set up payment arrangements to take care of balance. I agreed to pay {$100.00} monthly payments. My XXXX payment was made in XXXX. My XXXX payment was made in XXXX. My XXXX payment was not made because I received a letter from Ally on XXXX XXXX, XXXX which advised me that my balance was paid and my debt was satisfied. My father also being a Co - signer received the same letter as I did. I stopped making the payments. Due to the letter I received I felt that my obligation had been satisfied. In XXXX XXXX, Ally sent me another statement advising me that I still owed an additional {$300.00}. Because of the letter I received from Ally I disputed this amount for several months. Ultimately, I paid the {$300.00} and Ally proceeded to report my account as a charge off to the credit bureau negatively affecting my credit rating.
Company Response: Company chooses not to provide a public response
State: UT
Zip: 84097
Submitted Via: Web
Date Sent: 2015-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-01
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: After filing Chapter XXXX Bankruptcy in XX/XX/XXXX, I made payments to Ally Financial through the court trustee. The plan was completed and discharged by the court in XX/XX/XXXX, and the ENTIRE AMOUNT OF THEIR CLAIM WAS PAID IN FULL WITH INTEREST. However, while Ally acknowledged the amount paid through the wage earner plan, they are refusing to correct the account balance to {$0.00} as my other creditors did. I disputed this information with the credit bureau, and received confirmation from XXXX that the account information had been deleted and the matter resolved. However, I later discovered that rather than making the correction, Ally instead reported this tradeline as a NEW balance, dramatically impacting my credit score. I then contacted Ally directly to discuss the problem. Their representative, named " XXXX '' ( she refused to give a last name ), was extremely rude and made no attempt to be helpful, insisting that since there was interest that had not been paid, Ally would not report the account as a {$0.00} balance. I demanded to speak to her supervisor, XXXX XXXX ( not sure of spelling ), for whom I left a voice mail message. As of this report, I have not received a return phone call.
Company Response: Company chooses not to provide a public response
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2015-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-31
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: Please refer to my original complaint # XXXX filed in XXXX see your response to me on XXXX/XXXX/2015. Ally 's attorney reached an agreement that I would pay {$3100.00} and the payment would reflect settlement in full. The credit report as of Wednesday, XXXX XXXX, 2015 shows paid in settlement but {$34000.00} written off this is not correct, again they have the car which is the collateral balance so nothing should be show as written off once the settlement amount was sent to them through the courts the balance should reflect as paid and settled.
Company Response: Company chooses not to provide a public response
State: MA
Zip: 02215
Submitted Via: Web
Date Sent: 2015-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-27
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I filed a complaint against Ally regarding my car loan earlier today however I finally was able to speak with an agent and learned why I have had so many issues during the four years. When Ally credits a payment they credit the payment to next or current car payment but do not credit any of the funds to any amount that may be " in arrears ''. When the next payment comes in they continue to credit the entire amount to the next payment regardless if there is a late fee or shortage in the previous/current month on the account. This keeps the customers account in a constant shortage which then incurs additional late charges and sets the customer up for reporting to the credit bureau. This is what has been happening to me since I became an Ally customer over 4 years ago. I have complained several times to Ally but they deny doing anything wrong. Today " XXXX '' told me how Ally credits payments which explains why/how Ally has been overcharging me for the last 4 years. Per " XXXX '' this form of accounting is perfectly acceptable. If this is the way a bank/credit union is suppose to credit payments then I have several other accounts to file complaints because none of my other lender do this underhanded accounting. I make more than XXXX payment per month so instead of Ally crediting my payments to current month or any arearage they are crediting payments to potentially future payments and leaving me with multiple late fees. When I make a payment I expect the money will be credited to what I owe - late fees, current monthly payment if additional to principle. I expect this every month.
Company Response: Company chooses not to provide a public response
State: MI
Zip: 48439
Submitted Via: Web
Date Sent: 2015-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-27
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Ally financial charged me a late fee of XXXX for a late amount of XXXX. I contacted Ally via their web site ( which states a XXXX response time to complaints/comments ) twice without any response. I did n't realize I was short on my payment for XXXX As soon as I received a note from Ally - on XXXX/XXXX/15 I scheduled a XXXX payment. How does a bank get to charge 100 % late fee. Today XXXX/XXXX/15 I received another note from Ally saying they are charging me another XXXX plus XXXX. This is crazy. Additionally about 3 months ago I called Ally and requested an audit of my loan because I felt Ally was not crediting my payments correctly. The agent told me Ally does not do that - she absolutely refused and advised Ally has no executive services for handling customer complaints. Please investigate this lender they are terrible.
Company Response: Company chooses not to provide a public response
State: MI
Zip: 48439
Submitted Via: Web
Date Sent: 2015-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-25
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: We have an auto loan with Ally Financial. We called them at XXXX, on XXXX XXXX to request a 2 month extension. The representative on the phone gathered information and processed the request, letting is know we had a small payment of XXXX due on XXXX XXXX and no payment due on XXXX XXXX and a final small payment due on XXXX XXXX if XXXX. After that our payments would return back to normal for XXXX XXXX. They advised us we would receive paperwork in the mail. On XXXX XXXX I called them back because we have n't received paperwork yet and they also had on their website a payment still due even though we made a payment based on information above from our call on XXXX XXXX. The representative advised that the original request was not completed on XXXX XXXX and apologized and advised they will complete it again and since we already made our payment for XXXX XXXX out next payment was n't due until XXXX XXXX of XXXX. We said ok and awaited paperwork again. We did not receive any paperwork againI received a number of calls from a collection agency and I returned their call on XXXX XXXX at XXXX and requested a supervisor and was transferred to XXXX XXXX at ext XXXX, to find out that neither of these above extension requests were ever processed. I was advised AGAIN that they would complete the extension and apologized for the mistake. I was told on XXXX XXXX by XXXX that the customer service department did have noted on the account where they were supposed to complete the extension but never did. She apologized again and handled the extension. At this point we have 2 months being reported as delinquent on my and my wife 's credit for XXXX different credit agencies. XXXX apologized but said there was nothing she can do to rectify that and I would have to do this on my own. I called back today XXXX XXXX to find out what Ally would do to rectify them reporting in accurate information on my credit and was advised that I need to take it up with the agencies again. I advised them, this was not my fault why should I have to do the leg work. I asked the representative today about the notes in their system snd she was able to read each note that was written by XXXX ally financial reps during above dates and I requested copies of these notes and was told I need a subpeana to get them. She Advised it was in their system but they could not provide it to me. I 'm being penalized on my credit by ALLY FINANCIALS NEGLAGENCE! Please help me get this resolved. I do n't have any documentation since they will not provide it to me but they have advised their notes are in their system for internal use and will still be there for others to pull up. My credit took a huge drop because of the delinquency being reported and I would like the delinquencies removed off ASAP. If you need any other information I am available to speakThis was no way in any shape or form our mistake. ResolutionI would like the delinquency removed off all XXXX credit agencies ASAP and I would like a letter explaining their mistake and in the letter explaining what they are doing to resolve the situation. I am being penalized trying to get any credit due to their NEGLAGENCE and I was this resolved as soon as possible since they have their notes in their system showing when I called and when this was supposed to be resolved.
Company Response: Company chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2015-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-25
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: We have an auto loan with Ally Financial. We called them at XXXX, on XXXX XXXX to request a 2 month extension. The representative on the phone gathered information and processed the request, letting is know we had a small payment of XXXX due on XXXX XXXX and no payment due on XXXX XXXX and a final small payment due on XXXX XXXX if XXXX. After that our payments would return back to normal for XXXX XXXX. They advised us we would receive paperwork in the mail. On XXXX XXXX I called them back because we have n't received paperwork yet and they also had on their website a payment still due even though we made a payment based on information above from our call on XXXX XXXX. The representative advised that the original request was not completed on XXXX XXXX and apologized and advised they will complete it again and since we already made our payment for XXXX XXXX out next payment was n't due until XXXX XXXX of XXXX. We said ok and awaited paperwork again. We did not receive any paperwork againI received a number of calls from a collection agency and I returned their call on XXXX XXXX at XXXX and requested a supervisor and was transferred to XXXX XXXX at ext XXXX, to find out that neither of these above extension requests were ever processed. I was advised AGAIN that they would complete the extension and apologized for the mistake. I was told on XXXX XXXX by XXXX that the customer service department did have noted on the account where they were supposed to complete the extension but never did. She apologized again and handled the extension. At this point we have 2 months being reported as delinquent on my and my wife 's credit for XXXX different credit agencies. XXXX apologized but said there was nothing she can do to rectify that and I would have to do this on my own. I called back today XXXX XXXX to find out what Ally would do to rectify them reporting in accurate information on my credit and was advised that I need to take it up with the agencies again. I advised them, this was not my fault why should I have to do the leg work. I asked the representative today about the notes in their system snd she was able to read each note that was written by XXXX ally financial reps during above dates and I requested copies of these notes and was told I need a subpeana to get them. She Advised it was in their system but they could not provide it to me. I 'm being penalized on my credit by ALLY FINANCIALS NEGLAGENCE! Please help me get this resolved. I do n't have any documentation since they will not provide it to me but they have advised their notes are in their system for internal use and will still be there for others to pull up. My credit took a huge drop because of the delinquency being reported and I would like the delinquencies removed off ASAP. If you need any other information I am available to speakThis was no way in any shape or form our mistake.
Company Response: Company chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2015-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No