Date Received: 2023-03-27
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/XXXX I purchased a vehicle at XXXX XXXX XXXX ( Michigan ). As a part of the transaction, I traded in my XXXX XXXX truck. Since that date, I continue to receive invoices for the amount due to Ally Auto Financing. I have attempted to contact them many times and left voice mail messages to return my call to straighten this out. I never got a returned call. In XX/XX/XXXX, a repossession representative showed up to claim the vehicle. I explained that the vehicle was traded in during XX/XX/XXXX. Today, I received another invoice from Ally, so I called them again and finally talked to " XXXX '' who placed me on hold. When she returned, she informed me that I still owed over {$19000.00}, which was different from the amount of the statement which totaled {$2700.00} ( and unpaid balance of {$18000.00} ). I explained that her system had an error and that a check to pay off the remaining balance was handled by the dealership. In addition to clearing up this payment mess ( balance plus fees since XXXX XXXX ), I expect Ally Financial to clear up my credit report on all three credit bureau sites. Should this continue past XX/XX/XXXX I will contact my attorney and request that his fees also be paid by Ally Finanical.
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: 2023-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I tried to send {$1000.00} USD using XXXX. The process expected that I be able to reply " YES '' to a text that I received. I was unable to do so, at the time, so I tried again, later, once I had access to my phone. When I did, I was locked out my account. It said I needed to call the bank to get the temporary hold removed. When I called the bank, I went through multiple identity verification steps, including text messages to my account phone and emails to my account email, along with personal information including digits of my SSN. After ALL of my identify verification was provided, I was told that I was suspected of suspicious activity and that my account would need to be " investigated '' before I had access to my funds. Upon calling back, I was told that an investigation may take 30 days. This was the first indication I was given - at all - that I was suspected of suspicious activity and after multiple requests I was told that I had no recourse at all. I simply had to wait for an investigation that may take an entire month. In the mean time, I have been immediately cut off from my bank account and all of my funds. And they were explicit with me that I had no other recourse but to wait for a call from an investigator. After calling back, I was able to escalate to a supervisor, but I was only able to leave a message with them and haven't received any indication from the bank that an investigation has begun, nor that a supervisor will be returning my call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/2023 The Credit bureaus stated Account Name & Account # was properly investigation but how is that possible if the open date is inaccurate, the date last active is inaccurate, and date last reported is not accurate. This ground for removal. They also they violated my rights under 15 U.S.C 1681 Section 604 A Section 2 : The law clearly states a consumer reporting agency can not furnish a account without my written instructions. I haven't given these accounts written permission to furnish these accounts on my credit report as well
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/2023 The Credit bureaus stated Account Name & Account # was properly investigation but how is that possible if the open date is inaccurate, the date last active is inaccurate, and date last reported is not accurate. This ground for removal. They also they violated my rights under 15 U.S.C 1681 Section 604 A Section 2 : The law clearly states a consumer reporting agency can not furnish a account without my written instructions. I haven't given these accounts written permission to furnish these accounts on My credit report as well
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I'm writing this review to alert consumers to stay away from this company. I have been a client of theirs for two years. I never missed a payment and never went over the limit. I've always been in perfect standing with them. Today I just so happened to log in to make sure everything was up-to-date and I saw that they had reduced my credit line by {$2000.00}! From {$2300.00} to {$300.00} in the same month, without notifying me. I had to call in to ask what happened and they told me I had to wait to get the letter they sent out explaining why and that I wasn't the only consumer that this happened to. My credit is going to take a major drop now because of them. ABSOLUTELY STAY AWAY. THEY DON'T CARE ABOUT THEIR CONSUMERS AND PROVIDE NO CUSTOMER CARE OR USER-FRIENDLY ONLINE SERVICE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 Section 604 A section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15USX 1666B : A creditor may not treat a payment on a credit account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 383XX
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Reporting an inquiry I did not give permission or my information to this company ally financial
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 703XX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX I returned shoes purchased online through XXXX. I have purchased from this online retailer in the past and have also made returns with No encountered issues ever before. I have always used the same account to pay. On this occasion I used XXXX pay - but all of my XXXX services and XXXX account are linked back yo the same checking account/debit card. However on this occasion after I dropped off the shoes at XXXX per XXXX return mechanism, I later got an email stating that my refund had been declined. I spent over an hour on the phone with XXXX and also contacted XXXX pay who both felt that my bank was the issue. At no time did I receive any sort of verification request from my bank for the transaction- as banks do with suspected fraud. Nothing via phone text or email from Ally ( my bank ). I called Ally ( my bank ) this morning and the representative, although very polite, offered no real explanation as to why this had happened or assurance that it would not happen again. It was not until 45 minutes into the conversation that she honored my request to speak to a supervisor who I knew could at least maybe escalate the complaint. The supervisor was again very polite and did say it was declined for suspected fraud - but could not answer why I was not contacted to verify the transaction. I know that fraud protection exists to protect the consumer but in this case I, the consumer, have been hurt by this. Due to XXXX policy of not issuing a second refund I have to wait 8-12 weeks for a paper check. This could all have been avoided if someone would have put the customer first. Because of this mess and no one willing to take ownership I am out of pocket almost XXXX XXXX for 8-12 weeks, which is unacceptable. For some people that amount of money would be the difference between being able to eat/pay rent or not. It is a lot of money and could be earning interest. Ally should have a more humane process to verify suspected fraud if that is the case. I could have verified this in a manner of seconds had they contacted me instead of arbitrarily deciding that the transaction was bogus with allowing me no input. They certainly did not hesitate to take the money out of my account on the purchase end. Since Covid I do not like to go into public or stores unless I have to. Besides, I have difficult to fit feet and needed shoes for an event. As Ive done in the past, I ordered some and sent back what did not work. Again, Im a victim in this case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Ally bank advertised a bonus for moving new funds into their accounts at the end of last year. I opened an account and during the process did not see anywhere to enter the code they gave me to get the bonus. I immediately emailed them to let them know I was opening the account to get the bonus and didn't see anywhere to enter my code and asked what to do. They asked me to click on something in an email which I did. After the time passed to keep the funds in the account to get the bonus, when I realized I hadn't gotten it I emailed again asking what was going on. Their app seems to be broken for XXXX users because only a blank message was sent twice when trying from the app so I had to wait until I had access to a computer to send another message because their app overrides the a ability to use their website on your phone. After explaining the situation multiple times they have still not given me the bonus and are giving me the runaround to talk to more people to explain. I think they are being deceptive in their advertising because I have tried to do what they asked but because of technical issues have not been able to but was still promised the bonus. I would have moved my money long ago if I hadn't been told I was getting it after opening the acct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have checking, savings, and investment accounts with Ally. On XX/XX/2023 Ally 's fraud detection system locked my accounts. I phoned Ally on XX/XX/2023 and was able to have a representative unlock my accounts. On XX/XX/2023 my Ally accounts were once again locked. I phoned Ally and after several hours was able to determine that Ally 's fraud detection system relies partially on the time zone a user 's browser reports to some XXXX code. Many privacy protection features in browsers will randomize the time zone or simply always report it as XXXX, regardless of where the computer running the browser actually is. This code told Ally 's fraud detection system that I logged in from XXXX, although there is other data available such as IP address that would contradict this. The representative I talked to was able to see the IP address recorded for the activity that locked my accounts : it is the IP address for my cable router at my home, a well known address to Ally 's systems since I log in from home very frequently. Somehow, Ally 's fraud detection system or their operation of their fraud detection system did not take this into account. The representative told me that this exact problem happens very frequently, but by policy they are unable to unlock my accounts unless a fraud investigator approves it. Since it was Friday and the fraud investigator assigned to my case had already finished work for the week, I am left without access to my money until Monday XX/XX/2023 at the earliest. The representative further told me that they thought ( but could not confirm ) that my accounts were unlocked the first time because a fraud investigator was immediately available, and that the accounts were locked again perhaps due to a mistake by the fraud investigation department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93101
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A