Date Received: 2023-04-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Running my credit with out permission
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Ally Financial Has Reported numerous times that I was late on my payments and that I was actually not late on. The last of which is at the end of XXXX and the beginning of XXXX. The first initially happened because their website where I usually make payments was down. I traded the vehicle into XXXX and the debt was paid free and clear but Ally financial still reported that I was late on the car. This is not in accordance with the FCRA regulations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91701
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have so many inquiries from companies the same company over and over again
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93305
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Ally offered a cash bonus program : enroll by XX/XX/XXXX, confirmed by email move money by XX/XX/XXXX, moved {$50000.00} on XX/XX/XXXX keep money in account thru XX/XX/XXXX, confirmed 1 % bonus ( XXXX ) to be paid on or by XX/XX/XXXX Corresponded 4 times with Ally on why I have not received my bonus payment this is response I keep receiving : Dear XXXX, Thank you for taking the time to contact Ally Bank. It is my pleasure to assist you today. I apologize for the delay in my response to your message and any inconvenience it may have caused Thank you for contacting us to let us know about your negative experience with Ally Bank. I apologize for any inconvenience that may have been caused. Customer satisfaction is important to us, so we take all complaints very seriously. I am sorry. Your inquiry is being researched. Due to the popularity of the incentive and specific nature of the inquiry, we can not provide a turnaround time at this time. Your request is a priority, and it will be worked in the order in which it is received. Your reference number is XXXX. We appreciate your business and want to thank you for choosing Ally Bank. If you have any additional questions, we are here for you XXXX hours a day, XXXX days a week, by phone, Live Chat, or Secure Messaging. Our toll-free number is XXXX ( XXXX ) or you can visit us online at ally.com. Sincerely, XXXX Customer Service Ally Bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28031
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I instructed the bank to write a check for my apartment lease using the bank 's on-line bill pay service for the lease payment due XX/XX/XXXX. The payment was not delivered on time and I was assessed a {$50.00} late fee by my landlord. The Ally Bank online services agreement states that " We will be responsible for any late payment related charges up to {$50.00} should a payment post after its Due Date as long as the payment was scheduled in accordance with the Scheduling a Payment Section above '', and I would like the bank to uphold its side of this agreement. On XX/XX/XXXX I sent a message to the bank with the details of the missing payment and a copy of the statement showing the late fee that was charged. Ally Bank responded on XX/XX/XXXX saying that review of the documents " should be complete within 3-5 business days ''. There was no further communication from the bank. On XX/XX/XXXX I called to follow up about this request and the representative said that no information was available but that should would request further action and that I should expect a response within a week. There was no further communication from the bank. On XX/XX/XXXX I called to follow up about this request again and got the same story no information was available, but expect a response within a week. There was no further communication from the bank. On XX/XX/XXXX I called to follow up about this request and was told that the request had been closed without anyone notifying me. The representative said that the request would be reopened and that I should expect a response from the bank within a week. On XX/XX/XXXX I received a call from the bank requesting additional documentation ( specifically a copy of the lease showing the payment due date ). I submitted this documentation on XX/XX/XXXX, and on XX/XX/XXXX received a response requesting that I " Please allow 7-10 business days for this to be processed ''. Now, ten business days later, with still no response, and ten weeks after my original request, I am escalating this issue to the CFPB. The reference number for this issue provided by the bank is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Ally is unable to take a report of an error on their website. I signed up for a new credit card and was able to activate it and not able to enroll in online banking. When I did call on XX/XX/2023 to get help enrolling in online banking, the customer service representative told me there is no way for her to report a problem with the website. There was no solution for enrolling me in online banking and I closed the account. Ally bank is not able to provide successful website operations and that is XXXX of the advertised offerings of their credit card. The customer service representative was rude and passive and made rude XXXX comments about the deep sound of my voice and said that my deep voice meant " XXXX XXXX '' to her.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55419
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I have attempted to do a lease buyout of my vehicle through a dealership. After getting the payoff and submitting those checks I come to find out there was a shortage so per Ally 's request i sent in that shortage. All this started late XX/XX/XXXX early XX/XX/XXXX. Come several months later now XX/XX/XXXX I call to find out what the delay is as the dealership that made the pay off check has not received title yet, Ally tells me they can not accept the check?! this is after 3 months they decide to tell me this! And only found out because i called they did not reach out. It has been WEEKS now and anytime i call in to get this resolved i am forwarded and forwarded to a different department. Nobody seems to be able to help out or know how to deal with matter. now XX/XX/XXXX it seems it has been assigned to a gentleman named XXXX XXXX or XXXX in the lease buyout department which can be reached at XXXX option XXXX whenever i call Ally tells me i can not speak directly to the person in charge of my case and i have to wait for a callback... it has been months and during this entire process i have never once received a call back i always have to call them and ask for an update which they can never give me. Also when i call the supervisor always seems to be on break and when i wait for the break to be over they are gone for the day. For example i called yesterday XX/XX/XXXX and XXXX was on break for 15 minutes from what i was told i waited those minutes and called back only to find out he left for the day... why wasnt that communicated with me when i was on the phone with the agent. Today i call and ask for a manager or supervisor and i have been told they dont work today... again why wasnt i told that yesterday when i told Ally i would be calling back today. All i get is the run around and they never fulfill with their promises of calling back and at this point it has been 3 months and ( 1 ) there is a check lost for {$45000.00} which they claim they sent to a chase bank but when i visited said bank, the bank said they never received it. ( 2 ) there is an outstanding balance on this vehicle that should have been paid off by now and title released. After all these months of battling they are letting me know that a possible resolution would be to start over and submit new payoffs BUT AT A NEW QUOTED PRICE THAT WILL INCLUDE FEES, INTEREST AND A LARGER PAYOFF ALL BECAUSE ALLY BANK FAILED TO HAVE ANY COMMUNICATION, PROCESS A PAYOFF CHECK FROM A DEALERSHIP AND NOW LOST A SUPPOSEDLY REFUNDED CHECK.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92592
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I leased a new vehicle on XX/XX/XXXX. The first payment was due at signing and was paid/completed by the dealer on XX/XX/XXXX. On XX/XX/XXXX I set up an online account with the company in order to make the monthly lease payments. While trying to make the XXXX payment, the online payment system would not accept my 14-digit checking account number, a pop-up stated it looked like I was entering a credit card number. I double checked the number and tried again, but to no avail. I tried again by reducing the number of digits in the account number and scheduled a payment for XX/XX/XXXX. On XX/XX/XXXX I received a text that my payment was returned. I called the customer service number and inquired why the payment was returned. I explained what I experienced on XX/XX/XXXX, and the rep thought there might be an issue because the dealer made the first payment. The rep said they were going to send an urgent request to check/revise the system and to wait a couple days to try to make the payment. On XX/XX/XXXX I attempted to make another payment, the system still would not accept the 14-digit account number, so I shortened the number again and submitted the payment. On XX/XX/XXXX I received a text that my payment was returned again. On XX/XX/XXXX I called customer service again to inquire what was going on and explain the issue with the account number. They initially tried to blame me for entering an incorrect number and to try again. By now I started to insist on speaking with someone with higher authority. I was forwarded to the escalation team where a rep there said they had run into the number issue before. They instructed me to reduce the account number by dropping the last two digits in the number. They also said to wait two days before trying again so they could address late fees that were being assessed. By now I was getting concerned because the XXXX payment was late. I waited until XX/XX/XXXX to make another payment, per the rep 's instructions. On XX/XX/XXXX I received a text that my payment was returned. At this time I was getting very concerned and upset. I called the customer service line again, insisting to speak with someone in authority, but to no avail. I finally spoke with a rep who helped calm me down and they asked me to inquire with my financial institution about the account number. I then immediately called my financial institution and inquired about the 14-digit account number. I was informed that the account number was valid and a standard numbering scheme, and that the number could not be altered or the payment request would be rejected. My financial institution suggested using a different account, such as savings, which has fewer digits. I took the advice and returned to my account on the company website, and I set-up my savings account for payment and made a one-time payment for XXXX and XXXX, which was successful. The payment cleared my financial institution on XX/XX/XXXX. On or about XX/XX/XXXX I received a letter dated XX/XX/XXXX stating that a restriction had been placed on my account and the company would only accept payments in certified funds. I would have to make 6 consecutive payments via certified funds, and then I could call to have the restriction removed. My frustration level reached a limit and I was very upset. I again called the company customer service line again on or about XX/XX/XXXX to get the restriction removed, but to no avail. I then called my dealer to inquire if they had heard of my issues with the company. I asked if the dealer had another number for the company. From this exchange I did call a different number which allowed me to reach a U.S. representative. FYI, the company uses a call center in XXXX ( I assume ) and all customer service calls go to them, and I had to request to speak with an american representative. When I reached an american rep, I ended up requesting to speak with a manager/supervisor. I was informed the supervisor was on another call and would have to call me back. I received no callback. I called the company again on XX/XX/XXXX, reached an american rep and supervisor, and I was told that there was no one in the company that could remove the restriction on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47909
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: on XXXX I was in a car accident. I had gap insurance for the vehicle, which paid off the remaining vehicle on XXXX. I have a check from Gap insurance stating it went through on XXXX amounting to {$4600.00} check number XXXX. I also have emails from Gap insurance it was paid off to Ally back. I have called over the years as it still affected my credit. I am trying to buy a house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60435
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Hello, I called around XXXX on XX/XX/2023 to ask Ally Financial about removing a repossession from my credit. I co signed for a loan and it defaulted and was repossessed as soon as i became aware I completely took over the vehicle payments and they have been on time ever since. I have been denied from buying a house for this and this is holding me back a great deal. It has been at minimum two years since I have not missed a payment I would like some assistance so I can move forward. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A