Date Received: 2023-07-07
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I have been talking to people at Ally Financial, the Notice of Intent to Sell Vehicle letter came from Ally Bank, and there is a note at the bottom of that same letter stating that the account is being serviced by Ally Servicing LLC. This complaint is directed to all three plus any and all related Ally companies. On Sunday, XX/XX/XXXX, my XXXX XXXX was stolen from an XXXX XXXX parking lot while I was inside having lunch with my sister. ( Copy of the police report Available upon request ). On Monday XX/XX/XXXX, I called Ally Financial and informed them of the theft. I asked if I could get an idea of what the payoff was so I could share that information with my insurance company. The lady on the phone said she would pass me on to the payoff department. That message said it was at least a 45-minute wait so I hung up at that point, but did leave all the theft information with the lady I spoke with prior to the phone call transfer. On XX/XX/XXXX I got a voice mail from the XXXX XXXX police department that my truck had been recovered by the Texas XXXX border and towed to XXXX Texas. It was being held at the XXXX XXXX XXXX XXXX. ( Transcription of the message Available upon request ). I shared that message with my adjuster at XXXX XXXX ( a XXXX XXXX ) and he sent a photo appraiser to the yard for an initial assessment. On XX/XX/XXXX, the photo appraiser sent me a few photos of the vehicle and my adjuster determined that the vehicle was repairable. I submitted the paperwork needed to get the truck out of the XXXXXXXX XXXX XXXX and arrangements were made to have the truck towed to XXXX XXXX on XXXX XXXX XXXX in XXXX XXXX. We tried to set up an appointment for Friday the XXXX, but when I called XXXX XXXX, I was told the only lady who could release the truck would not be available that day. I shared that information with my insurance rep and the date of pick up was moved to the following week for Tuesday XX/XX/XXXX. I flew out to XXXX XXXX XXXX on Wednesday, XX/XX/XXXX for my sons National Volleyball Tournament thinking the truck was already in XXXX XXXX. On Thursday morning, XX/XX/XXXX I got a call from a lady with Ally Financial informing me that they picked up the truck for safety reasons since my insurance had not picked up the truck within a 10 day window. I was not aware of a 10 day window deadline, however, she assured me at least twice that it was not a repossession. All my payments are up to date. I have never been late, I paid the tax bill Ally sent me, and Ally was aware that my insurance and I were working on retrieving the vehicle. ( Payment history Available upon request ) There was no reason I could see for them to pick up the truck so I was a little apprehensive. I asked the lady on the phone where the truck was and she said she did not have that information, but she would transfer me to the Redemption department who could assist me further. This is where the treatment took a very ugly turn. The gentleman handling my case, XXXX XXXX, told me that this was in fact a repossession case. I got very upset and began to tell him that there was no way this was a repossession since I am current with all my financial obligations, I told him they had no business picking up the truck and that arrangements had already been made to get the truck to the shop for repairs, but rather than check my payment history, he took it upon himself to tell me to stop talking over him and kept that condescending tone throughout the call. He told me that I was in default on my lease, but when I asked him how he came to that conclusion, he would not give me an answer. He said I had to read my lease to determine that myself. Of course, I told him that was unacceptable and asked for clarification. He told me to call the lease department and they might be able to help me further but that they would likely route me back to him which I thought was odd, but it turned out to be exactly what happened. I called the lease department and spoke to a gentleman named XXXX. This person took the time to check my payment history and told me he was not sure why the tuck was picked up, but he couldnt help me because he only handles lease extensions and routed me back to the Redemption department. Then XXXX told me to call the Total Loss department, so I did that too. XXXX from that department told me my truck was in repossession and that the only people that could help me were in Redemption so I got routed back to XXXX again. This time he told me to call the Contract Lease department and ask for a manager, so I did. I called and spoke to XXXX and was again told that only the Redemption department could help me, but a message would be left for a manager to call me back the next day. By this time offices were about to close. I had missed most of my sons volleyball tournament and my XXXX XXXX XXXX XXXX XXXX, so its probably a good thing the antics stopped for the day. The next morning, XXXX XXXX Friday the XX/XX/XXXX, I got a call from XXXX, a manager with the Contract Leasing department. She was the first person to actually help me. She investigated my account, my payment history, and was also confused about why the truck was in repossession. She kept me on the phone while she sent a private message to XXXX, a manager with the Redemption department. She told me my truck was confiscated by the police. She said a truck being confiscated is different that repossession but admitted this was not her area of expertise. She asked XXXX to please call me with further information. I thanked her for efforts and concern, and we hung up. At XXXX, XXXX with the Redemption department called me to inform me that my truck was confiscated and not in repossession, but that I was still considered to be in default on my lease. When I asked him how I could be considered in default, he simply could not tell me. He told me I would get a letter explaining everything in 3 to 5 days. I asked him if I could get that letter emailed and the antics started up again. He asked me to call a different department to see if they could email it to me. I was not about to play this game anymore, so I called the county Sheriff myself. The county did confiscate the truck, but then released it to Ally since they were the lien holder. I asked if I was somehow part of the investigation and was told no. The criminal who stole the truck was in jail and I was not even mentioned in the case. The criminal who stole my truck is in custody. Hes a XXXX kid from XXXX who was caught XXXX XXXX XXXX XXXX. He ran from the police and wrecked the truck. Deputy Sheriff of XXXX XXXX emailed me a copy of the paperwork ( Available upon request ). I was informed that Ally had contracted XXXX XXXX XXXX XXXX to pick up the truck. With this information I called the Redemption department again on Monday XX/XX/XXXX at XXXX and spoke to XXXX XXXX He told me he was forwarding my case to the Escalation department. XXXX with the Escalation department took my call. She could not tell me why my lease was in default either but did tell me that I could call XXXX XXXX XXXX XXXX to get my personal items out of the truck and that the truck was scheduled to be auctioned on XX/XX/XXXX at the XXXX XXXX XXXX house in XXXX XXXX. She told me to make sure to call the Ally insurance department to add my insurance adjuster as someone they could speak to regarding my truck. She told me my insurance and I would be allowed to look over the truck once it arrives in XXXX XXXX, but no sooner. She then forwarded me to the insurance department where I spoke to XXXX. I added my adjuster and his supervisors names to the case as authorized to speak to them in regard to the truck. XXXX was not able to tell me why I was considered in default either. I relayed all this information to my insurance company and attorney. My insurance company asked me to call XXXX XXXX and ask them if I could get a cost associated with towing and storage so I could get my truck out and back to XXXX XXXX. My insurance adjuster was hoping that Ally was simply confused and that maybe we could just get the truck out and start repair work, but that was not the case. When I called XXXX XXXXXXXX, they told me that they could not release the truck to me at all. That their contract with Ally states that when a vehicle is used for human and substance smuggling a lessee can not get the vehicle back. The man on the phone empathized with me but told me all I could do was get my belongings. I explained what was happening and all he said was that he realizes its frustrating, but that I would have to get with Ally and get permission directly from them to release my truck. On Wednesday XX/XX/XXXX, I received the letter Ally said would explain how I was considered in default and what my next step should be. The letter does not explain how I am in default. It simply states Under the terms of your lease agreement, we have terminated your lease because you are in default No explanation. It then tells me the vehicle will be sold at a private sale. ( Copy of the Letter Available upon request ). I copy of this letter was sent addressed to my company and to me personally. Ally wants me to pay over {$45000.00} to get my truck back. In the meantime, I can not run my business as efficiently as before. My rental allowance does not cover another heavy-duty vehicle and I have trailers that I need to tow. I have wasted hours of my time on hold with Ally and been treated with disrespect and bad faith. I truly feel victimized twice in this situation. It is my belief that Ally orchestrated this to keep from having to get a diminished value vehicle at the end of the lease. I have held up my end of the lease, but with these antics they are pushing all the burden on me. Ive tried to do the right thing here. Ally has stood in the way and I feel may even punish me for something I had no control over. They can not be allowed to treat people this way. Here are the questions I would like answers from Ally on : 1. What prompted Ally to pick up the truck from the XXXX XXXX impound yard in the first place? I had informed them of the theft and even gave them my insurance information. They knew we were working on it. 2. How am I in default of my lease? Default is an ominous word. I am very particular about my credit and do not want to see it diminished. 3. Will this somehow reflect negatively on my credit report? 4. Why am I not allowed to access the truck and begin repair work? 5. How is my insurance supposed to help me resolve this if we are not given access to the vehicle? 6. The letter sent by Ally states If you have insurance or a service contract as part of your contract, we will cancel it. My GAP insurance was rolled into the loan. If Ally cancels it, how are they supposed to help me cover any shortages from the sale, again placing all the burden on me? 7. If the XXXX XXXX Sheriffs office claims that the case on their end is closed, how can Ally keep me from accessing the truck by claiming it has been confiscated? This makes it sound as if the investigation is ongoing when its not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Promotional transfer offered is not as they state On XX/XX/XXXX I took advantage of OLLO Credit card promotional transfer and used the app to request {$500.00} to be sent to XXXX XXXX XXXX and then Ollo Credit card took the {$500.00} out of my card and charged me {$15.00} and to this day the transfer has never been sent. I called to check what was going on and the agent said it was on hold. I said then cancel it and place it back on my credit card on XX/XX/XXXX. nothing has happened so I called on XX/XX/XXXX and was told it would be 4 days and the {$500.00} plus the {$15.00} would be back on my card. nothing I have called Ollo customer service over 10 times to receive confirmation that I would get my money back on my account, but since they never sent it, I have closed my account. I will make my payments on what I owe but need the {$510.00} placed on the card. I have reported OLLO to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ollo Card closed by holder due to scam fraud of OLLO
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: * Please disregard any prior complaints as I now know the initial reason for the negative information recently placed on my credit report. The reason was disclosed to me yesterday evening via way of this site ( CFPB ) from XXXX @ Ally Financial. I would now like to respond to that as I feel this has been nothing short of a communication gap. In XX/XX/XXXX, I took out a XXXX dollar loan from Ally Financial for my XXXX XXXX XXXX XXXX. Since having taken out the loan, nearly 5 years ago, I have not missed a single payment furthermore not even been so much as one day late on a payment. My monthly payment is {$1000.00}. That is why I had a hard time accepting the recent negative reporting on my credit report. Not one person could tell me why the negative reporting until yesterday evening. My credit is very important to me and I take it seriously unlike when I was younger. I am now XXXX XXXX XXXX and my payment history on all of my cards is 100 % This is where the problem lies. In XXXX of XXXX my daughter, XXXX XXXX, took out a lease and I co-signed for her. It was her first step at obtaining credit and I carefully monitored the best I could considering she was away at school. In XX/XX/XXXX, I took out my current loan for the truck I have now as was mentioned above. Also in the XXXX of XXXX, we changed residencies from XXXX XXXX XXXX XXXX to XXXX XXXX XXXX XXXX Mi. Basically just a ten mile move. In XXXX on XXXX, we completed our move however between XXXX and XXXX of XXXX, we were actually living in both residencies with mail arriving at both addresses. I did do a change of address but not sure as to what month that occurred? Amongst the middle of all of this, my daughter had decided to turn in her early lease in XX/XX/XXXX. She was aware that she was over a little more than XXXX miles and was told that would be rolled over into her new lease in the amount of an additional XXXX per month. Just today I received a copy of the WE OWE in which they, the dealership agreed to pay the additional XXXX. Considering the fact my daughter had done well with her 3 year lease and began to establish credit, I was not in any of that transaction being her 2nd lease. As far as I was concerned, it was a done deal. Fast forward to XXXX of this year. Since my daughter is away finishing up her XXXX XXXX, I received a bill in the mail with her name on it. I opened it up only to realize it was a collection notice. I had no idea what it was for other than she needed to pay it immediately. I snapped a picture of it, texted it to her and within a couple days, the XXXX was paid off. I found it hard to believe she had ignored XXXX after all of the preaching I had given her regarding her credit. Shorlty after she paid the bill, I started receiving notices that my credit score had dropped some XXXX points. I called Ally and body knew anything. Come to find out yesterday, I was billed the balance being XXXX and I had no idea and never once knew about it. Apparently Ally Financial billed me the XXXX in XXXX of XXXX and again in XXXX of XXXX? I can say with 110 % certainty I never once received the bill. I can also say I never once received a phone call from Ally or any collection company or any email or notice of any kind ever for an attempt to collect XXXX. Prior to this my credit score was nearing XXXX and who would ever thing I would ignore that bill? I simply had no idea nor did my daughter. I am nit disputing that bill however I am saying it came out of no where and was a surprise to both the daughter and I. In closing, I have been very upset over this whole ordeal and nobody had any answers until yesterday evening. Besides taking legal action I felt I had but one choice. Yesterday morning I sent letters to Ally CEO XXXX XXXX XXXX, CFO XXXX XXXX XXXX and Chief Compliance Officer XXXX XXXX XXXX. I also emailed XXXX XXXX and XXXX XXXX. At the time I just was asking someone be appointed to tell me what has happened. Now, I know. Up until yesterday, I had only received a voice mail from XXXX XXXX. I had tried reaching out to her but had been unsuccessful. That is basically where thus stands. I have been a loyal paying customer to Ally as has my daughter and to think for that I was slapped with a XXXX blemish on my credit report I find very unfortunate. Again, I believe this is merely a lack of communication and I am hopeful Ally will do what is right in the case. Thank you in advance for doing what I feel is the appropriate thing to do and that is to remove the charge off from my credit report along with anything pertaining to Ally in hopes of continuing our relationship as I have always thought highly of Ally Financial.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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: My vehicle was unrightfully repossessed in XX/XX/2023 less than 30 days after I made a payment. I was told that I had 3 months of non pay and that Ally had legal right to do so. I paid all monies due per the documentation and the verbal communication from Ally ; and the final amount was {$600.00} in excess of the repossession letter. My vehicle was released back to me a few days later. However, upon my request for the title to my vehicle, I was then told that I owed another amount of {$2900.00} as a final balance. This was never shared when in discussion to retrieve the vehicle. I specifically asked for the total balance owed to close out the account with Ally. I know this to be accurate because I was outraged that the vehicle was taken after I had just made a payment in XX/XX/2023. I have been calling for more than 90 days trying to dispute the amount that Ally claims is my final balance. In addition I began requesting details about the miscellaneous explanation of charges and the additional car note listed after I was told that I had no other car note owed. This is so unfortunate after 6 years and although my account was not up to date at times ; I am still a customer and I paid what was owed. I am asking for your help to right the wrongs of this company and force them to release my title.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: the loan financial company Ally Financial insist that I have a debt w/ them and it is currently listed on my credit as charged off w/ late payments. It has in record that I have of a cosigner I have no knowledge nor recollection of such a person. I have no relations whatsoever to this person listed. Therefore, I am stating this is an inaccuracy/ fraudulent. As a result, I am requesting that is removed. I have disputed and contacted the credit bureau as well as the creditor and was denied the removal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I made two transfers from my Savings account. One was an ACH to XXXX for $ XXXX from Ally Bank XXXX The second was for bank to bank transfer from Ally Bank to XXXX XXXX for {$16000.00}. This was on XX/XX/23. XXXX XXXX was my fault, I didnt have sufficient funds. This amount never made it to XXXX XXXX account before it was requested back from Ally because of insufficient funds. Ally already had that money coming back but locked my account so I couldnt see when it returned. After several calls and several days, I had access back to that account because the {$16000.00} was returned. The problem now is the {$9400.00} was requested back from Ally. After three more calls to Alley, they now found the funds, created a case number ( # XXXX ) this was on XX/XX/23. As of XX/XX/23, the account is still under investigation and no funds have been returned to my account. The call today also said, they dont know when it will be returned. This is well after their 3-5 day policy. I want my funds back into my account, that really should have never been requested back because they had already the funds from XXXX XXXX. That more than covered the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am writing to you to request the removal of inquiries on my credit report. I have reviewed my credit report recently and have noticed that there are several inquiries that I do not recognize and that were not authorized by me. Below, XXXX detail the information necessary for them to process my dispute request. The inquiries in question are the following : XXXX ( XX/XX/2022 ) XXXX XXXX ( XX/XX/2022 ) XXXX XXXX ( XX/XX/2022 ) XXXX ( XX/XX/2022 ) I am not aware of these inquiries and do not believe they are legitimate. Therefore, I request that they be removed from my credit report as soon as possible. I am attaching to this letter a copy of my credit report showing the inquiries I am disputing. I have also highlighted the inquiries in question in the attached copy to facilitate their identification. I appreciate your attention to this matter and hope that I can resolve this dispute in my favor. Please let me know if you need more information or documentation from me. XXXX regards XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33180
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: It shows on my report a credit inquired on XX/XX/2022 not authorized or recognized from XXXX For
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93536
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX XXXX XXXX was reportedly closed on XXXX XXXX 2023, which held {$520.00}. I received no communication ( email or internal messaging ) regarding this. Ally reported that money has been sent to my state treasury ( PA ). However, I have check the unclaimed funds multiple times and as of XXXX XX/XX/2023, there has been no funds related to my name on PA Unclaimed Property ( https : //www.patreasury.gov/unclaimed-property ). I contacted them to find out about account ( did not know at the time it was closed ) and subsequently contacted them to found out about the funds to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79924
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Tried contacting all credit bureaus to have unauthorized inquiries. They were not willing to help me removed them until I receive a document from the FTC
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78211
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A