Date Received: 2022-11-23
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I started to have problems with Ally Bank on XX/XX/XXXX of this year. I maintain through them a checking account with a never low or negative balance, which at the time was right around {$25000.00}. Initially, it was explained to me that suspicious charges had resulted in my debit card being put on hold. Curious to what those might be, I checked the mobile banking app to see that there had been no suspicious charges. I called Ally to tell them so. They indicated that there was in fact some kind of problem in connection with transactions that, as I made clear to them, were not visible in the banking app. To my knowledge, they are still not. However, across multiple customer service representatives and multiple hours of wait holding, no Ally employee was willing to present the relevant information in writing to me so that I could interpret the transaction data and confirm those charges. Much less, they were not willing to share the amount the invisible suspect transaction would have been for. As such, I was unable to confirm those transactions that I had no material reference for, and my checking account was placed under further restrictions. In the days that followed, I attempted to resolve my issues with Ally via telephone repeatedly. In this phase of attempting to resolve this lack of service, Ally contended that the issue at hand was a matter of verifying my identity as the person I claimed to be on the phone, in spite of the fact that I had passed through Allys ID verification scheme with each customer service rep with no real complications. Indeed, I received an email yesterday, XX/XX/XXXX explicitly communicating that this was the case. It was not. The next day, I was able to reach another customer service representative who was able to verify my identity appropriately, and left her conversation with me saying that I had a ) been verified as myself in their system, b ) would be sent a new debit card, and c ) would now be able to again access my checking account online. I was led to believe this was a final resolution to my non-problem. It was not. Today, through another bank ( and I should not NOT from Ally ) I was notified that a {$6000.00} dollar transfer from the Ally product in question had been out on hold. I then called Ally to inquire about the held transfer issue. The customer service representative passed me fairly quickly this time to Ally Fraud Prevention, who indicated that my account liquidity problems had been the result of regular, predictable, transparent, legitimate and paid use of a Virtual Private Network ( XXXX ) that I am entitled as a consumer to use. At no point in the hours of communication with Ally Ive been had over the last weeks had any clear message about this simple misunderstanding been brought to my attention. Only after the excessive sort of inquiry required when interacting with a bank that apparently does not require those employees who deal with fraud concerns to communicate with those others who render decisions on behalf of their customer base had been expended was this simple piece of information allowed to me. Now, Ally has communicated to me explicitly that my only recourse as their customer to access these funds that I did really ever deny myself through my decisions is to report additional identity verification information to its Fraud Prevention Division and wait an additional 3 business days beyond that for further instructions so that I can see liquidity again. Since XX/XX/XXXX, Ally Banks treatment of my reasonably understood consumer concerns has shown its internal communications to lack integrity and its customer-facing policies to be opaque such that they are abusive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78666
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XX/XX/XXXX To Who it may concern ; This is about the consumer credit transaction entered with your XXXX XXXX dated XX/XX/XXXX and I extended that organization the credit for account XXXX. I hereby give your company ALLY FINANCIAL notice pursuant to 15 usc 1602 ( k ) that your company never provided an adequate notice which clearly and conspicuously mentions the pertinent facts of this transaction. ALLY FINANCIAL didnt even inform me and the cost of credit, with the ONLY evidence of indebtness was just a computer-generated agreement. According to 15 usc 1602 ( k ) the term adequate notice means a printed notice to a cardholder which set forth the pertinent facts clearly and conspicuously so that a person against whom it is to operate could reasonably be expected to have notice it and understand its meaning. Such notice may be given to a cardholder by printing the notice on any credit card, or on each periodic statement of account issued to the cardholder, or by any other means reasonably assuring the receipt thereof by the card holder. Since adequate notice was not given as per the above-mentioned section, I couldnt understand its meaning which is a violation under 15 us 1602 ( k ). Furthermore, pursuant to 15 usc 1601 ( a ) a consumer must be aware of the cost of transaction. Since I was not aware of the transaction, therefore made and uninformed decision and it resulted in multiple billing errors and unfair credit card practices. From your end, I have not benefited from this transaction which again is a violation of 15 usc 1602 ( p ). According to 15 usc 1602 ( p ) the term unauthorized use means any use of a credit card by a person other than the cardholder who does not have actual, implied or apparent authority for such use and from which cardholder received benefit. I hereby request you do the below mentioned ; 1. STOP COMMUNICATING THIS ACCOUNT TO ALL! 2. DELETE ACCOUNT FROM ALL RECORDS! 3. A FULL REFUND OF ALL BALANCES PAID! 4. {$3000.00} check FOR ALL VIOLATIONS LISTED. 5. STOP INFRINGING ON MY INTELLECTUAL PROPERTY! If you accept my request, I will not escalate this matter to federal court. In case, you choose to disregard and not accept the above requests, a legal action shall be taken against your company for compensatory damages. Thank you for you attention to this matter. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XX/XX/XXXX at XXXX I had a conversation with a representative of Ally Bank to check on where my refund of the escrow account was after paying off my mortgage. According to a letter received from Ally I was supposed to receive the check after 20 business days from the date the mortgage was paid off. Twenty business days occurred on XX/XX/XXXX as of XX/XX/XXXX no money has been received. Further, I received a payout statement from XXXX effective XX/XX/XXXX stating my payout amount was {$1600.00} and my escrow amount was {$3700.00} but XXXX would not accept the payment when I attempted to pay off the mortgage because it was part of a sales package to Ally Bank and I must contact Ally Bank on XX/XX/XXXX to pay off the note. Ally was contacted on XX/XX/XXXX to pay off the mortgage but I was informed they did not have the information and the loan number was not set up yet, the earliest I could contact them was XX/XX/XXXX. On XX/XX/XXXX I contacted Ally Bank to pay off the mortgage and was informed the payoff amount due was now {$1600.00}, no explanation was given for the increase in payoff amount. I promptly wired the necessary funds to Ally Bank. Next, I received an undated letter from Ally Bank informing me there was an additional fee for recording the mortgage transfer from XXXX, {$33.00}, as well as an additional {$10.00} charge for interest fees on the remaining mortgage. This is a deceitful and possibly fraudulent practice and the fact they prevented me from paying off the note when I first called on XX/XX/XXXX shows a sloppy business organization, further they made a business decision to acquire the mortgage from XXXX, and the filing fee is an acquisition cost which shouldn't under any circumstances be put off on their customers. The next letter I received was dated XX/XX/XXXX notifying me the note had been paid in full effective XX/XX/XXXX, which demonstrates I was serious about paying off the mortgage. The letter stated a refund check would be received in approximately 20 business days, as of XX/XX/XXXX there has been no refund check received. In my conversation with Ally Bank on XX/XX/XXXX, I was told the escrow check was cut on XX/XX/XXXX, I now have concerns this was a fabrication by the representative I spoke with. I believe they should not be allowed to keep the {$43.00} and the bank should be sanctioned for abuse of lending practices. Approximately 5 years ago an account was opened by Ally Bank in my name and {$5000.00} was withdrawn from my XXXX XXXX savings account without any contact with me. When I approached XXXX XXXX they were able to reacquire the money for me and forced the account to be closed. I was told the incident would be filed since I didn't know who to approach to file a formal complaint so my history with Ally Bank is not a positive one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80138
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
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: I wrote XXXX on XX/XX/2022 and they responded with a letter that asked to verify my identity which I did on XX/XX/XXXX. I rewrote them on XX/XX/XXXX asking they remedy the situation. I asked they send a copy of the original contract and correct the negligence they've posted on my credit report in addition to sending a check for all their negligent reporting on my credit reports. Why does the CFPB have a website that is supposed to help me mediate and or completely rectify these wrong doings if they get to continue their bad business practices?
Company Response:
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I received an email from Ally Bank on Tuesday XX/XX/2022 saying that the bank was temporarily blocking access to my account. That same day, I called Ally Bank at XXXX XXXX to resolve the issue. After multiple attempts from the tech support team and being on the phone with Ally Bank for nearly an hour, Ally Bank failed to restore access my account. Ally Bank assured me that this was a system wide problem, that I had not done anything to cause the problem, and that the bank was working on it. I called again on Friday, XX/XX/2022. Similarly, Ally Bank failed to restore access to my account after 30 minutes on the phone. On XX/XX/2022, I called Ally Bank again. Yet again I was on the phone for an hour. Ally Bank refused to provide me with any information on when this issue would be resolved. I have received no substantive updates throughout this process. I have had to initiate every conversation to address this issue. Ally Bank has refused upon repeated requests to supply any substantive update or any evidence that the problem is being addressed. Ally Bank refused to provide a timeline of when the issue would be resolved. I originally made this complaint with the FDIC. FDIC claimed to send the complaint here for reference the FDIC Ref. No. : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Other service problem
Subissue:
Consumer Complaint: Ally Bank has no way to delete XXXX recipients on it's website. It doesn't exist at this point in time apparently. I can create them but can't delete them if they are incorrect or no longer used. Also it's 'bucket system ' doesn't work. Transfer into Ally Buckets doesn't work at all. Customer Support takes 25 minutes or more. I just want to talk to someone period. Companies should be required to respond with in a 5 minute time period. Chat is no better. I tried both chat and was on hold for at least 20 minutes this morning!!! Chat was as follows : What do you need help with today? Checking, Savings or CD Read You - XXXXXXXX XXXX You're connected with Ally Assist, our XXXX XXXX XXXX- XXXXXXXX XXXX Hi. How can I help? Ally Assist - XXXXXXXX XXXX Why can't I delete XXXX XXXX!!!!! XXXX XXXX - XXXXXXXX XXXX Sounds like you need help with XXXX. Which of these do you want to do? Ally Assist - XXXXXXXX XXXX Something else Read You - XXXXXXXX XXXX I'll pass the chat to an associate who can help you more. Ally Assist - XXXXXXXX XXXX Our team is swamped it may take an hour or longer for an associate to connect. XXXX- XXXXXXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I contacted all three credit reporting agencies to try to fix the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
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: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. I discovered that some of the information on my credit report was incorrect when I reviewed it. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the XXXX and XXXX credit bureaus to validate this account ( A ). It is not permissible to fail to validate this reporting account as unverified information without providing any proof within the time frame specified by law, ) as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first 5 digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX and XXXX is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor My credit report includes the following erroneous information that needs to be investigated and correct : ALLY FINCL XXXX Date Opened : XX/XX/18 Balance : {$0.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91767
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This is about the Consumer Credit Transaction with your financial institutions ALLY AUTO LOAN, executed by way of signing an Agreement ( " Document '' ). As per15USC 6827 ( 3 ) " The term document means any information in any form. '' I demand you Cease and Desist from disclosing my " nonpublic personal information '' to all " nonaffiliated third parties ''. which includes XXXX, XXXX, and XXXX. The provisions 15 USC 6801 ( a ) state " It is the policy 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. '' Please be advised that I have not given your company consent to share my " non public personal information '' and if there's a nondisclosure clause in your contract/agreement giving you that option to share my " nonpublic personal information ''. I ask that you show me in the same contract/agreement where I can opt out of your sharing of my nonpublic personal information. 15 USC 6802 ( B ) clearing states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party ''. 15 USC 6802 ( B ) lb " the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party '' 15 USC 6802 ( B ) 1c " the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' In the above- mentioned Consumer Credit Transaction , without giving me the opportunity to opt out, your institution furnished my nonpublic personal information to nonaffiliated third parties ( ie XXXX, XXXX XXXX and XXXX ). With that said, your company has not only infringed my right to privacy but also violated multiple Federal Laws. I hereby request you remove the below-mentioned information from my Consumer Report : ALLY AUTO LOAN. In accordance with the Fair Credit Reporting Act the list of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 U.S.C 1681. 15 U.S.C 1681 Section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A. Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60652
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I deposited a check issued from XXXX XXXX XXXX XXXX Ally Bank. The check was declined stating not enough funds in the issuing account. Ally Bank states XXXX XXXX XXXX needs to fix it. XXXX XXXX XXXX states they payed out the check. Neither of them will fix it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2022-11-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A