Date Received: 2023-05-02
Issue: Problems at the end of the loan or lease
Subissue: Problem when attempting to purchase vehicle at the end of the lease
Consumer Complaint: In XXXX XXXX XXXX we contacted Ally Financial about purchasing our leased vehicle, we received the payoff amount and secured a loan to payoff the vehicle. XX/XX/XXXX we mailed a check certified overnight to the address provided by Ally XX/XX/XXXX the check was signed for. XX/XX/XXXX we called to verify if check was posted. The rep. we spoke to had no knowledge of the being recieved and told us it would be 30 days to post. After waiting 30 days called again and Ally had no knowledge of the check being recieved we explained that it was mail certified and was signed by someone at the address they gave for the payoff. The only remedy was to launch an investigation. We gave the amount of the check, check #, and copy of the post office delivery receipt. we received no correspondence from Ally regarding this matter, so we continued to call again on XX/XX/2023 and XX/XX/2023 The only solution that was offered was to send another check to the same address in which the first check was lost. The only means of purchasing vehicle was mailing a check to said address. Since launching an investigation Ally has not contacted us about the lost check. Since our lease was up in XXXX we surrendered the vehicle on XX/XX/XXXX, contacted Ally at the time of the surrender as of XX/XX/2023 Ally has not picked the vehicle up from the dealership. They have sent a letter dated XX/XX/2023 of notice to report negative information to the credit bureaus. We have also received collections calls which we informed them that the vehicle was at the dealership. We were told that it was illegal for Ally to contact the dealership. We contacted the dealership to inform them that the vehicle was at the dealership.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This complaint also relates to # XXXX of which that acc was closed and a back office supervisor said I was right about interest calculated and pd for the time period of identical months but since the acc was closed they can't do anything about it... .really. Want my {$920.00} returned because per them this was a bank error. Well on a new acc the same thing has happened, same time period, same daily interest rate, same balance. Ally paid {$790.00} between XX/XX/28 to XX/XX/28 but then paid XX/XX/28 to XX/XX/28 $ XXXX Something is going on here. On the previous complaint you referred me to Federal Reserve but they referred me back to you. I am also getting a reply back from customer service agents which are not qualified to respond to this just by reading their response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 544XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: At the beginning of this year, XXXX, I was struggling to make my minimum payments. I entered into a payment plan in XXXX. However, I was able to pay my card down completely in XXXX. When I logged onto my account in XXXX, my account showed a hold. I've contacted the company and they stated that I agreed to a six month payment plan and my account will be on hold until XXXX. I asked them to remove the hold, but they stated they are unable to remove the hold or refund the payment. I was unaware that if I paid my card off, I would not be able to use it. Otherwise, I would not have paid the full balance on the card. Therefore, I paid {$2100.00} and they are not allowing me to use my card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35173
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have called and sent secure email messages via Ally Bank 's online savings account portal on at least 6 separate occasions over the past months requesting to provide me with interest earned for 3 specific intervals of time in 2022 for our joint tenant Ally Bank accounts/CD 's. Unlike other financial institutions, our Ally Bank 's online savings account does not allow us to determine interest paid for customized intervals of time other than what appears on their mid-monthly statements. In addition, Ally Bank has not responded to any of my email/phone queries requesting this same information for nearly one month now. Customers should not have to make repeated requests for very basic account information. Ally Bank has not provided the most basic level of customer service in regard to my repeated requests and is now totally ignoring me by not returning emails or phone calls. I wish to receive this information from Ally Bank as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I am still locked out of my account through Ally Auto I have been locked out since XX/XX/2023. The company is allowing another person to utilize all of my account information and my email address my account contains my personal information which I was the one who set it up with my credentials. The company refuses to correct this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95621
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: Ally Financial is taking the whole amount of the pmts toward interest and not applying any towards principal. The amortization schedule doesnt match my balance owed. My balance is more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am reporting identity theft. Accounts appeared on my credit I know nothing about.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92105
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Started using Ally to use their new " Spending Buckets '' feature on their checking and savings accounts. These buckets have repeatedly shown wrong values. For the last week my account has been unable to be used because I rely on these buckets. Also for the last week I have even been able to see my account details. I understand that Ally 's response is " well the rest of the account works '' but this is not why I transferred my accounts into Ally. Since these are system wide errors according to at least 3 of the agents I talked to, I am sure that I am not the only one having this problem. Buckets is a new product/tool of Ally and I'm basically concerned that they dont have the technology to support this feature and it's turned into a bait and switch because they went to market too early. Have at least two open " feedbacks '' ( not sure why on Earth they would call a case feedback but thats just a random annoyance. As of today, my unresolved issues are 1 ) When I log into my account I receive an error message saying " We can't show your buckets right now. Everything should be up and running again in a bit. Check back later. '' This is preventing me from even using the accounts as I need the buckets to drive transactions ''. 2 ) When the buckets were available, it was showing transactions from XXXX There was no way to mark this transactions as XXXX or remove them. When I tried to add them to a bucket, the bucket wouldn't accept them without paying for the expense again. I am not going to pay double just to use this feature. Chat reps said it would correct in 120 days worth of transactions to which she couldn't explain what that meant. Several phone calls later the supervisor said that this was a global issue on everyones accounts. They also said account balances are wrong for people using buckets is a known global issue. At this point I am not even sure if my money is safe with Ally. The only thing that is keeping me here is the FDIC 's insurance of my funds and the hope these things get fixed quickly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32807
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-30
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I bought a XXXX XXXX in XXXX of 2022 from XXXX of XXXX. I got financing through Ally Financial. I got behind on payments after I XXXX XXXX XXXX last summer. The front end of the car was relaced. Insurance paid for the repairs. But I lost out on work and it snowballed. I called ally financial to ask for a hardship help when I first got behind. I was told they don't offer any hardship help. I had made arrangements to pay what I could to keep from Repossession. When I went to pay I realized they locked me out of my ability to pay through my bank. I have had no problem paying through my bank before, it's a good standing account. I called Ally financial and they " moved '' my account and said I had to pay through XXXX XXXX or XXXX XXXX to a separate ally financial account that's not attached to me in any way. I requested they restore my ability to pay through my bank because I can not use XXXX XXXX or XXXX XXXX I offered to make arrangements to surrender the car and I was told I can not and to wait for Repossession. They repossessed the car on XX/XX/XXXX at XXXX XXXX. The repo agents did not have any paperwork for me either. I don't think I was treated fairly in this matter. I was barred from being able to pay through my banking institution, and was told I couldn't surrender the vehicle. Nowhere in my contract does it state they can change the way I pay my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98229
Submitted Via: Web
Date Sent: 2023-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: hello how are you doing i have spoken XXXX XXXX from XXXX of XXXX he told me he had nothing to do with decision that was made and i tried calling the other dealers but no answer so now its on you to veto that decision you had made if you don't veto this decision i will take the next step to file a federal complaint to resolved this decision you have ten days 10 to veto this decision and also request the reporting agencies to delete all the hard inquiries on my credit file and i will be holding you personally liable for the unauthorized use of my credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A