Date Received: 2024-02-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Case Numbers : XXXX, XXXX. On XX/XX/XXXX I created a spending account with Ally bank. At the time, they were advertising a promotional offer for {$200.00} as long as a qualifying direct deposit was made within the first 90 days of having the account open. On XX/XX/XXXX I made a direct deposit of {$1900.00} through my employer. Upon checking from the web most people received their direct deposit XXXX weeks after making it. A friend of mine that also created an Ally account to receive the same bonus, received his exactly 10 days after making the deposit. Thus, after XXXX I knew something was wrong when I did not receive mine yet. During this time, I called in several times to confirm that my deposit qualified which I was told it did and that everything was fine, I just had to wait for payout. Around XXXX, I called back in to speak to a rep to tell them that this wasn't normal and asked what I needed to do to ensure my bonus, I was told to wait it out and that everything was fine, but if I did not receive the bonus within 30 days of making it to call back and a ticket can be created. I never received my bonus and called back on XX/XX/XXXX to explain the problem to a different representative and once again they told me that it qualified and everything was fine and they wished they could pay the bonus out to me directly, but unfortunately lack the power and have to create the ticket. She told me I would receive a response in XXXX business days. Once again, I believed her and never received a response. I called back XXXX days later and talked with another representative, once again confirming that the direct deposit qualified and I was told to wait a few more days as the actual time is XXXX business days. I never received a call back, so I called again and asked to speak with a supervisor and she was very apologetic, telling me that the actual timeline is XXXX business days, but that everything looked good and qualified and she was sure it would be resolved. I waited a full XXXX weeks and never once received a call or update. At this point, I was fed up with the lies and incorrect times given, so I called back and asked to speak with another supervisor. At this time, I talked with XXXX. XXXX understood the situation and vowed to take over my case as my sole point of contact and keep me updated on a weekly basis until it was resolved. She confirmed that the deposit qualified and told me she couldn't give me a time period because she didn't want to lie to me but hoped it would be quick. The first call came in a week after the ticket was raised on XX/XX/XXXX, and she told me she received no update and was still awaiting a response. She told me she was going to try to further escalate the case as it was ridiculous I had no response after waiting a month. She told me to wait XXXX more days and she would call me with an update. In XXXX, I was called with an update and told that they finally looked at the ticket. XXXX told me that the issue was that my promotional code was never input correctly, but they did me a " favor '' by making my account eligible. I told her that is completely incorrect as I have photos and screenshots showing that I input the code correctly and was still receiving emails to make the direct deposit to get the {$200.00}. If I never input the code how would I have the screenshots and receive emails telling me to make the deposit to get {$200.00}? It was extremely irritating being told that they were doing a " favor '' for me after making me wait a full month and it being a blatant lie. At that point, XXXX told me she didn't understand why if they made me eligible and I already made the deposit that she wrote in the notes, why was I not paid my bonus? Thus, she had to go back in and re-escalate the case to receive payout. At this time, I received a call on XX/XX/XXXX exactly XXXX days after I opened the account telling me my direct deposit did not qualify. I asked how that was possible given I have talked with XXXX representatives at Ally who told me it qualified and that there was nothing to worry about, including XXXX XXXX I mentioned to her that my worst nightmare came true that initially I joked with her about. That is now my account has been open for more than 90 days, and I can not even make a different direct deposit because I'm past the deadline. So all in all, it seems extremely suspicious that I waited over 60 days to receive an answer and it just so happened to be after the 90 day period. It seems obvious Ally Bank was trying to avoid paying out the bonus in any way possible. She asked a few more questions to ensure that it was a payroll direct deposit and told me she would resubmit it XXXX more time to the department and hope that it reaches the right person. I asked her if they decided to come back with the same nonsense, what would be the next step? She told me she would send it to the XXXX department and they have authority to make a difference in things like this and she has seen them have goodwill gestures to payout and fix things like this. I agreed and she resubmitted the ticket. On XXXX XXXX XXXX I missed a call from XXXX and tried to call back in to be transferred to her but was told she was not available. I ended up speaking to XXXX who heard my story and said that what has happened is unacceptable and she was going to make it right. She told me she was going to raise the ticket to the XXXX XXXX XXXX XXXX and I would receive a call to me directly within XXXX business days from a member of that team. Guess what? I was never reached out by the team. Today on XX/XX/XXXX, I called back into Ally to ask for an update since it has now been XXXX business days. I spoke to another supervisor XXXX who told me that they decided to just respond to the case notes and not reach me directly. You would think after spending XXXX hours on the phone, calling in XXXX times, talking with and verifying that my deposit qualified with many representatives that they would have the respect to give me a call to make this right. They did not. XXXX told me she could create a new case and resubmit the need to call me and fix this matter that has been going on for almost 4 months now. I've tried to resolve this countless times by being as honest as possible and having tons of patience by trusting what I have been told but after Ally has continuously made up excuses for not paying the bonus and showing terrible customer service, I have had enough. I have nothing against the customer service agents I have talked to, but I find it completely disrespectful to have to sit for months without an answer, wait for time to run out, then tell me I don't qualify and refuse to talk to me. I want the {$200.00} bonus that I made the direct deposit for on XX/XX/XXXX that over XXXX representatives told me that I qualified for and wrote in the case notes. I also would appreciate an apology for how terrible this experience has been.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX I called Ally Bank to find out why I couldn't access my account. XXXX said the account had been closed because they weren't offering Demand Notes any longer. I said I was never notified, and they responded they were sorry. They agreed they had my funds and on the amount. I asked if I was going to receive interest, and they said no. They said it would take 10-15 biz days for me to get a check. I asked them to expedite. They said no, not possible. They said they would send a request to have it sent out. I spoke to supervisor XXXX, same story. On XX/XX/XXXX I had not received the check, I called them. They said it wasn't 15 biz days yet and be patient. I spoke with XXXX. I talked to another supervisor. Same story but they would make a request to expedite, but no promises. I called on XXXX and they said it could take up to 20 biz days. Same story. Everyone polite and nice and well trained to stay in their own lane. This is what we can do. Nothing. I called again on XXXX and I was transferred to supervisor XXXX again. Same thing. It's not long enough. Tomorrow would be the last day. I called again on XXXX and spoke with XXXX and then XXXX XXXX. XXXX actually told me they supposedly issued a check on XX/XX/XXXX but even that wouldn't take 17 days to go cross country. They give me the same limited information, same story. No check. Please investigate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98664
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: This is complaint to stop illegal and subterfuge false representation and errors to foreclose on the loan modification signed and filed in court by Ally/XXXX XXXX. The consumer mortgage loan for my home that is involved in a balloon mortgage, originated XX/XX/XXXX. After negotiation and agreement during the COVID pandemic, I was told the loan was extended and agreed to continue making regular payments until paid off starting XX/XX/XXXX. I confirmed the agreement of XXXX to make payments until the load was paid off was still in place, and the bank told me to ignore a 60-day notice of the balloon being wholly due on XXXX. Therefore, we have a verbal and written agreement since XX/XX/XXXX to continue making payments until the loan is paid off which I have honored. Currently now, Ally bank is falsely stating my loan is behind payment after receiving from XX/XX/XXXX all payments on time. This should have been applied as per verbal and written agreement between Ally, myself, and the Investor owner of the loan. A current customer service recording of the status of this loan is not asking for a balloon payment. But, the recording is requesting payments which was received, and cashed by Ally but not applied. This is subterfuge. On or about XXXX and XXXX a loan modification mortgage was recorded that I was told would extend the loan bring all payments current. However, the statements show balance owed that should have been put to the end of the loan, included in the deferred amount, or applied to the mortgage when the payments were received monthly on time by Ally Bank. There are so many false representations, and inconsistencies by Ally bank that I am concerned there is subterfuge to take my home and ruin my credit. Due to these misrepresentations, breaking of oral and written agreement, and a balloon payment due XXXX that was extended to make monthly payments until paid off, I am requesting to continue payments as agreed, apply misapplied payments, escrow payments, and Ally put all money owed during this subterfuge to the back of the loan to be paid until paid off. On XXXX statement the unapplied funds totaling {$2400.00} were finally applied to the loan per the loan modification agreement. Also {$980.00} ( 2 payments ) was incorrectly misapplied to escrow, I do not escrow, that has not been applied to the loan per the loan modification agreement. The XXXX payment was received and applied to the account and an incorrect late fee was removed. On XX/XX/XXXX I was told that the request to reconcile had been approved and I was stated the amount owed of {$2900.00} ( 5 payments ) was still owed but did not reflect the {$980.00} misapplied to escrow. On XX/XX/XXXX Ally Bank stated I would have to pay {$2900.00}. However, today by subterfuge of recorded loan modification, bank statements, and letter stating I have until XXXX to pay {$2900.00}, I was told the loan has matured and I owe the balance of the loan. This is subterfuge and false. Therefore, per loan modification agreement, bank statement and letter, I have submitted payment of {$2900.00}, with the XXXX monthly payment. This brings the loan current. Because of errors by AllyXXXX, I request that all illegal negative credit reporting be removed for my credit report. I have paid my mortgage on time and made added extra principle amounts to the mortgage payment to reduce principle balance for over 17 years. I am currently making payments on time each month to allow facilitation to allow AllyXXXX not to continue its mismanagement, false representations, and subterfuge to have this loan due and ruin my credit. Therefore, please apply the mortgage payments held in escrow and misapplied cash, which are my monthly payments, I have made since XXXX COVID pandemic to the amount owed to balance loan current to be paid off as agreed as per the recorded loan modification of XXXX and monthly payments of {$490.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08618
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Charge off account-Ally Financial Certificate of indebtedness. This account has been charged off and is considered a certificate of indebtedness. Per 26 CFR 108, IRC section 108, and 29 US code 108- a certificate of indebtedness is considered income and income can not be reported on my credit report and must be removed. Under IRC section 108, and 26 U. S. Code 108-income from discharge of indebtedness, a taxpayers cancellation of debt is included in gross income unless specific exceptions apply. Right to opt out-Law 15USC-6802-6805 Privacy act of 1974 Per the FCR Act 15 USC 1681 section 602 a " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX, XXXX, XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' Ally Financial Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission and this is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title, XXXX is not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of Ally Financial credit reporting. Please delete this account from my XXXX report per Privacy act of 1974, and 15USC-6802-6805.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XX/XX/year>, I had insufficient funds in my checking account to pay credit card bill and Ally Bank/Ollo credit card would no longer accept payment from my checking account. They also will not accept payment from my debit card or another credit card. I was told on 2 occasions that I need to submit a document with my account number to show that I had funds before theyd allow me to pay from my bank. I had to ask someone else to use their bank account number to pay. They told me I can only pay with my debit card if Im in collections status. I submitted a document provided by my bank and now Im being told that they will still not allow me to pay from my bank and Id need to get a new bank account to pay. Its not fair to require me to ask for someone elses bank information or to take time off to open a new account just to pay this bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Repossession
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: XXXX XXXX minute recorded conversation was had by someone in XXXX XXXX XXXX Ally Auto XXXX XXXX XXXXPayment arrangements were discussed by a gentleman I spoke to. XXXX. XXXX payments ; XXXX {$290.00} on XX/XX/XXXX. the other of {$470.00} on XXXX XXXX. XXXX. Car was taken ANYWAY the next morning at XXXXXXXX XXXX XXXX XXXX I applied for XXXX XXXX and waiting on the Governments results. I feel I was misled.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60653
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have contacted ALLY 30x regarding this same charge and they still can't get it right. There are two charges from XXXX {$230.00} & {$140.00}. XXXX refunded {$140.00} & {$89.00} which totals the charge of {$230.00} I AM STILL MISSING A REFUND OF {$140.00} ALLY keeps stating that XXXX only owes me {$0.00} because they are confused that the {$140.00} refund doesn't belong to the charge of {$140.00} I have spoken to several supervisors who have hung up on me or have put me on hold for over an hour and I am not only drained but extremely disappointed in the vision of ALLY Identification # of all reps spoken to at ALLY XXXX, XXXX, XXXX, XXXX, XXXX, supervisor XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Repossession
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: Credit report has my SSN wrong..Banks etc my money I still have not received my mortgages was closed on me..Also my car was taken from me..An my home was taken from me at the time I was living in it a was homeless along with other property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46218
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: I applied for a XXXX year mortgage with XXXX by Ally on XX/XX/XXXX. They replied within XXXX hours that I was pre-approved for what they call their XXXX XXXX ' Mortgage. Then they said I needed to pay for an appraisal and they wanted XXXX XXXX for it. I told them XXXX XXXX for a residential appraisal is very high. They said it will probably only cost {$500.00} but they wanted to be on the safe side.The appraisal came in higher than expected. My XXXX said the loan processor ( XXXX ) would start preparing my loan closing docs. She said that rates had decreased so I can get a rate of 6.5 % .A few days went by and then my XXXX ( XXXX XXXX said my loan request was denied because of my new job. She said her manager recommended i submit a new application with my XXXX XXXX information and that we only include our Social Security income. I submitted the new app on XX/XX/XXXX. They took a couple of days to reply that the new app was pre-approved. Today, XXXX called me to say the rates have gone up and now to get a rate with no points the rate will be 7 %. Now XXXX by Ally is asking for a bunch of new information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/24 I noticed a withdrawal of {$360.00} from our checking account. The charge originated from XXXXXXXX XXXX in XXXX, OH. We immediately called the bank and they placed a stop payment on the charge. We then received an email message stating that the fraudsters attempted another {$240.00} withdrawals from XXXX XXXX in XXXX, OH. Ally bank stopped that transaction/withdrawal but is still holding us responsible for the first {$360.00} withdrawal that we did not make or authorize.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17011
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A