Date Received: 2023-02-01
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: DEAR ALLY FINANCIAL SERVICES FOR MY LEASE : I was shocked when I reviewed my credit report and found late payment on the dates below : XXXX & XX/XX/2022 FOR 30 DAYS? I am not sure how this happened, I believe that I had made my payments to you when I received my statements. Also, with everything going on, particularly XXXX, and being hospitalized with XXXX, loss of a family member lately, and loss of job, etc. My only thought is that my monthly statement did not get to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: For the past few months, a number claiming to be Ally Financial has called me non-stop, several times a day. I tried to block them and silence unknown calls, but then I received a text from my cousin claiming that her and her parents were receiving them as well. Whats interesting, is when calling them, the collectors claimed to be for medical debts ( despite that if you tried calling them back, the automated message is for Ally Financial ). While telling a neighbor about it, she received a call from them as well, asking for me. My neighbor was not in my contacts list at the time. The next day, three more family members called to let me know the same thing was happening to them. When I called Allys customer service line, they neither confirmed nor deny their connections to the collectors, only that they were sorry. Several days ago, after a phone call with the CFPB, I answered one of the phone calls and asked for a professional license number. The man I spoke to ( XXXX ) claimed that they were outsourced from XXXX and the best he could give me was a VID (? ) XXXX and that the number to call him back on was XXXX. After that, there were several times I answered and instantly asked How are you getting my familys numbers? Only for the caller to hang up on me. This morning, I let them speak for a moment before asking the same question. They denied, saying my number was the only one they had on file, and I told them I have angry family members who say otherwise. I told them I wasnt sure how things worked in XXXX, but in XXXX, this behavior is classified as harassment. Interestingly, the caller claimed they were not in XXXX, though I did not let him speak long enough to find out more information. The numbers theyve been calling on are XXXX as well as XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08879
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
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: Previously I submitted complaint number XXXX. After this complaint I got a letter from " XXXX '' saying she will be taking care of this personally and I can call her with any questions issues concerns etc. I was initially starting to look up at this situation, until I tried to call her. I have been unable to contact XXXX although I've called and left multiple messages ( 4 ) across multiple days. I received a release of lien in the mail shortly after submitting the complaint, and a XXXX message from a stranger .... Telling me that they ( on the other side of the country ) received mail addressed to a " XXXX XXXX '' containing my title and all of my personal information. So now, My title is on the other side of the country, in the hands of a stranger, and I am unable to contact ANYONE at ally about it. This seems like a major breach of personal information and on top of it a further example of the horrendous, unprofessional and inappropriate actions of Ally Financial and Ally Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 82070
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Ally Financial is reporting an auto loan on my credit reports with inaccurate late payments. I have contacted both Ally Financial and each credit bureau regarding these late payments and they refuse to update the errors on my reports to on time payments. Each bureau is reporting the late payments inconsistently and if they are all getting their information from the same place this should not be happening. I am demanding that all late payments be corrected and report 100 % on time as they should be.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77023
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Problem with customer service
Subissue:
Consumer Complaint: In XX/XX/XXXX my vehicle had a total loss I made the payment for the month of XXXX but in the month of XXXX the insurer told me that it was going to answer for my car not to make any more payments so I did not make the payment in XXXX on XX/XX/XXXX, the insurance company sent the check on XX/XX/XXXX, but the company where I had my credit threw the check away, so they made me pay the XXXX fee. In XXXX, the check did not appear and the insurance company issued another check for On XX/XX/XXXX, they already had this check, my quota expired on the XXXX of each month, so on XX/XX/XXXX, after I had called the day before, and the people who answered me said that I had 10 more days until the check arrived. Just like that, they reported me and they lowered my credit by XXXX points and the check was cashed on XX/XX/XXXX and they reported me and my husband on XX/XX/XXXXXXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95136
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Tried to lower payments during financial hardship during XXXX and was unsuccessful then vehicle was repossed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2022, Allybank locked me out of my account. I only had an account with them for a few days. So I called customer service to find out why they locked me out of the account. I was then notified by a member of the fraud department that they locked me out because of suspicious activity. I informed them I am on XXXX XXXX orders and a member of the United States XXXX XXXX and currently XXXX to XXXX in XXXX. They then asked for pictures of my social security number and birth certificate. I told them I did not bring those documents with me on my XXXX. But I can give them a copy of my military orders showing I was in XXXX for official duty. They then told me that wasn't enough and ultimately locked me out of my account and closed it. I believe my military orders should have been enough for them to verify who I was and that I was not a person committing fraud. I called multiple times to try and get this situation cleared up but they told me there's nothing they can do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 82001
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: As per standard, secure business practices and as posted on Ally 's website, I sent a signed, written account closure request via USPS to Ally on XXXX XX/XX/XXXX in response to a notice received from them via email that same day stating that a phone number would be required for security verification purposes to access my accounts going forward ; email would no longer be offered as an option for account authentication. I do not consent to the use of my phone number for security verification purposes or to my calls being recorded or voiceprint captured, therefore I immediately requested the closure of my two Ally accounts without complaint. This request was received by Ally on XXXX XX/XX/XXXX per USPS tracking after being re-routed to a different zip code. This prompted me to send via USPS a second signed, written closure request to the customer correspondence address as given on Ally 's website. Ally did not process my first request or acknowledge it until XXXX XX/XX/XXXX and offered only contradictory information and no instructions/specific requirements regarding the process for closing the accounts at that time. When I challenged the information I was given and asked for explanations, I was ignored and forced to submit a third account closure request via email to Ally on XXXX XX/XX/XXXX. This third request was not acknowledged until XXXX XX/XX/XXXX. I appreciate part of the delay was due to the holidays which is XXXX reason why I didn't delay in submitting the third request, but it was a *third* request at this point. ( The second signed, written closure request was received by Ally on XXXX XX/XX/XXXX per USPS tracking. ) I received helpful, thorough information at that time from an Ally representative and was pleased to note I had already begun exercising the necessary steps to get the accounts in compliance for closure. On XXXX XX/XX/XXXX, my accounts were in compliance for closure ( zeroed-out and fees paid ) and I notified the Ally representative of this and reiterated the need for the accounts to be closed immediately and written confirmation of closure to be remitted. My accounts, however, were not closed and I received no word from Ally until XXXX XX/XX/XXXX at which time the representative informed me that between the time I notified Ally of my accounts being in compliance and the time at which they chose to acknowledge that, interest had accrued and must be withdrawn before the accounts could be closed. By this time, the phone number requirement had been put in place so I could no longer access my Ally accounts to make the withdrawal. I was told the amounts could be written off but that write-off requests could only be handled verbally by phone. I explained, once again, phone was not an option and asked for the documentation detailing this requirement. This information has not been received as of the time of this writing. At no time has Ally offered to simply mail a check for the credit balance ( s ) as is customary with most bank account closures in my experience. I also noted that it was due to Ally 's delay that interest had been able to accrue on accounts that had otherwise been compliant for closure. ( Ally 's case generator states representatives will respond within 1-2 business days. I received no response or acknowledgement of compliance from Ally for 5 business days including XXXX XXXX. ) After numerous requests for documentation and explanations regarding their insistence this was for " security purposes '', no one has offered an explanation for how it is more secure or in the client 's best interest for Ally to ignore signed, written requests for account closure, nor has Ally acknowledged its delays in reponding to these requests, nor has it taken accountability for the contradictory information relayed by its agents, sometimes unsigned. I have offered to mail to them a notarized verification of identity to the specific address of someone who would receive it and process my account ( XXXX ) closure. Given the delays I've already experienced and the fact that my initial closure request was re-routed, I would hope that Ally might understand and even appreciate why I would only mail such a document directly to a specific, authorized individual at Ally. To date, my accounts remain open while I am shut-out of accessing them. This certainly does not speak to my security. I feel Ally has engaged in stalling tactics in order to XXXX me into capturing my phone number via Caller ID and/or my voiceprint which I have stated repeatedly I do not consent to. I acted in good faith in requesting my accounts be closed, in writing, via certified mail, the very day that I received notice on XX/XX/XXXX of the upcoming phone requirement from Ally. In return, Ally refuses to let me protect my own personal information, to act in my best interest in respecting my need to conduct business with an online-only entity in writing, to acknowledge my concerns, to put me in contact with someone at Ally with whom I can work with directly as I've requested multiple times, and continues to hold my PII hostage and deny me access to my accounts or close them as requested over a month ago. This puts me at risk for identity theft and worse since my credit union information is tied to my Ally accounts. Had Ally closed my accounts when and as requested without apparent misinformation or delay, there would've been no issues and we'd have concluded our business on good terms. Ally definitely has not earned enough of my trust to receive any more information from me than that which it already possesses, and it is clear they are simply stalling in order to force me to cave out of frustration. If they can open and maintain my accounts, including the numerous monetary transactions through my credit union over the life of the accounts, with the information they already have, they can close the accounts with that same information, as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Ally Financial secretly drained my entire account of XXXX dollars using monthly XXXX dollar fees on an account that I had back when I was with XXXX. This was an account I had using the money I earned working in my teenage years and I had kept money aside in case I wanted to invest. Ally Financial decides to drain my account without telling me, and I only discovered it when I finally received an email from Ally Financial that my account has been emptied on XX/XX/XXXX. This is highly unethical and predatory, and I want my money back. As much as I want to sell everything and move that money they stole to a safe account, they only offer XXXX dollars back when I try their customer service. XXXX says " I do want to reiterate that this is a self-directed account and these fees were disclosed to you upon account opening '' when I actually had the account with XXXX before it was bought out by Ally and I had it before they even started this nonsense. If they will not give my my money back and let me exit everything via their chat service online, then it looks like I have to try other routes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I got into a retail installment contract with Ally Financial XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX they have been reporting 60 days, 90 days, 120 days late on my consumer report. My payments are due every month on the XXXX. If I dont make a payment by the XXXX on the XXXX they are reporting 60 days late on my report. I requested that they update these inaccuracies in XXXX but nothing changed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2023-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A