Date Received: 2022-11-14
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: My car was in an accident on XX/XX/2022, the date of this complaint is XX/XX/2022. I have GAP insurance through Ally Auto as well as full coverage insurance on the vehicle through XXXX XXXX I made a single payment towards the vehicle while waiting for all paper work to be processed by XXXX XXXX and the gap coverage. Payment by XXXX XXXX was issued to the lien holder in an amount equaling {$16000.00} on XX/XX/2022. The remaining balance is {$670.00}. I spoke with my gap insurance policy holder multiple times through XXXX. I submitted the documents they requested, as well as confirming multiples times with agents on the phone representing Ally. I was told today XX/XX/2022 that 2 of the forms submitted were the wrong forms and that I need to get the correct forms. I confirmed more than once if the forms I was submitting were correct. They were not. It will take me 30 business days to receive the forms they, the car payment is already over 30 days passed due. The gap insurance does not provide refunds for the payments made throughout this entire process. I am forced to pay off the remainder of my loan to avoid my credit being hit. Even though I paid for GAP coverage, I asked on XX/XX/2022 to cancel the gap coverage through ally, and issue me a refund due to this discrepancy. I was rudely told no refund will be issued. After further investigation of this company they absolutely disregard the needs of their customers and is SCAMMING every single one of their customers. I purchased GAP that will not do anything to assist, but tell me wrong information purposely to ensure I am forced to pay so they do not have too. A simple XXXX search will show thousands of people with the same complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I called Ally Financial to question the debt? To question my extention of credit to Ally as a consumer and i realize i am accused of having a debt. I have not received a title for a XXXX XXXXXXXX. I was pressureed to put a down payment down for a credit transaction. My credit score has been damaged by negative inquiries from ally bank that should be removed. I have called to speak to a underwriter and was denied access.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
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. 15 USC 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. 15 U.S. Code 1681a - Definitions ; rules of construction - Exclusions. Except as provided in paragraph the term " consumer report '' does not include-any report containing information solely as to transactions or experiences between the consumer and the person making the report ; 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75165
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On Monday XX/XX/2022 my husband and I requested ( via telephone ) an XXXX transfer of funds from our Ally Bank JOINT on-line savings account to our XXXX XXXX XXXX XXXX account. We provided the Ally Bank all information required, as we had a XXXX XXXX representative on the other line helping us. We were told that this would take a few days. By Thursday, XX/XX/XXXX morning, no funds had been transferred. We again called Ally and requested that they wire transfer the funds, as we were now frustrated and willing to pay {$20.00} for a wire transfer. We were told by the Ally representative that a wire transfer must be initiated on line. At approximately XXXX XXXX on Thursday XX/XX/XXXX, we completed the on-line wire request form and I received a confirmation e-mail at XXXX XXXX from Ally Bank XXXX We were told that a representative from Ally would call us to confirm the transfer. We stayed home all Thursday afternoon waiting to receive this call. No call. No wire transfer. Friday was a bank holiday, so Monday morning we called Ally, waiting on hold for almost half an hour. Were were told that the wire transfer department was closed and there was nothing we could do until they opened. The representative, XXXX, would not give a message to the wire transfer department to call us back, as we did not want to wait on hold again. We then tried an on-line chat. Chats with XXXX and XXXX did not resolve this issue. However, XXXX told us that we needed to call back and ask for the Loss Prevention Department. Another phone call back to Ally ( they only have one number, so no direct line to Loss Prevention or Wire Transfer Departments ). XXXX at Ally informed us that Loss Prevention would call us, that we could not initiate the call to them ( XXXX was WRONG ). Ally 's wire information states that wire transfers must be reviewed by them by XXXX XXXX in order to go out that day. At XXXX XXXX I received a call from Ally ( while I was shopping at XXXX ). They asked many questions, mostly about the receiving account at XXXX, information that I had already submitted via their on line wire transfer form. As I did not have that information handy ( at XXXX ), my husband had to call XXXX and have them tell us the information while we held our two phones together on speaker phone ( IN THE MIDDLE OF XXXX WHERE ANYONE COULD HAVE HEARD THIS CONFIDENTIAL INFORMATION!!! ) so the Ally representative could be satisfied. It is now XXXX XXXX EST and the wire transfer has not yet gone. We started this process over a week ago. This is our money. It does not belong to Ally. I think that Ally Bank needs to be fined or punished for keeping a customers money long after they have requested it. In addition, the {$20.00} wire transfer fee should be reimbursed to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
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: Ally Financial has validated my consumer right to rescind my auto loan. I have sent several letters explaining that I am exercising my right to rescind the auto contract. I was never told about my right rescind from the binging of the contract. I was never giving any information or had anything explained about a right to rescind. I even emailed an associate XXXX who has been responding to my letters. After further looking into my contrast I noticed a lot of mistakes on my paper work. At the time I was not knowledgeable about auto contracts and as a consumer it seems as if the dealership and Ally Financial has been taking advantage of me the consumer. The only thing that as been address is the finance part of my contract but not any of my other issues with Ally Financial. On my original paper work there are no signatures from Ally Financial or the XXXX. As I explained to XXXX XXXX since I was never giving any information about my right to rescinded and adding a downpayment to the transaction went against XXXX. I even sent XXXX XXXX emails of the contracts that were not signed and still the company is refusing my right to rescind. As a consumer I have rights. It states on my bill of sale that if an XXXX XXXX signature is not present the contract is not binding. So why is that not beginning addressed and why is my rights as a consumer beginning ignored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I used the bank 's electronic bill pay service to pay my rent. According to my landlord, the rent payments were not delivered on time and the landlord assessed late fees. The bank has not resolved this issue or reimbursed the late fees.
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: 2022-11-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX, Ally mailed a letter to my home indicating that my mortgage assistance application was incomplete. Ally requested additional documents no later than XXXX. On XXXX XXXX, I faxed Ally the requested documents : 30 days earnings, hardship letter, homeowners insurance declaration page and real estate tax bill. On XXXX, Ally mailed a letter to my home informing me that the deadline to submit the missing documents has passed and unable to review my application for mortgage assistance. On XXXX, I called Ally and spoke with one of their Reps, XXXX XXXX, who confirmed that Ally received a fax with all the requested documents on XXXX and XXXX XXXX XXXX stated that she will advise the Loss Mitigation Department to review my completed application for mortgage assistance. On XXXX, I contacted Ally and spoke with a Rep inquiring about the status of my application for mortgage assistance. I was informed by the Rep that I would need to reapply. I immediately requested to speak with a supervisor. The Rep verbalized that a supervisor was not available to speak with me regarding my concerns and to expect a call from a supervisor sometime during the day. I waited throughout the day on XXXX and I never received a call from Ally. Please review the attached letters, faxed documents on XXXX including a print of the faxed log reflecting that all documents were received by Ally on XXXX. Ally is deceiving financially distressed homeowners, in particular, XXXX by falsely promising to preclude foreclosure and providing them with mortgage assistance. I am a victim of their deceit. They are in violation of the Mortgage Assistance Relief Services Rule. I will be filing additional complaints with other agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
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: Thank you for your attention to this matter. I am sorry to bore you with all the details. Please take what you need, leave out what you dont. I look forward to discussing it further. In RE : Ally Auto XXXX violations of FDCPA ; FCRA. MEMORANDUM OF CLAIM Summary : XXXX : I can support the assertions herein with documents and execute a detailed sworn affidavit. Some of the documents are attached. Note : This is not an auto-accident claim. The gist is simple. Because of Allys continuous and ongoing failure and refusal to collect a payment issued by the XXXX insurer for the balance on my auto loan, Ally has harassed me and provided negative credit reporting going on XXXX months now. I have spent multiple hours on the phone with Ally trying to resolve this matter, to no avail. Please see Exhibit B ( attachment to email ). Perhaps the best illustration is a XX/XX/XXXX letter from Ally Auto to the dealership, advising the dealer not to mail the Gap proceeds check to Ally. Exhibit A. Per the letter, Ally allegedly would debit the amount from the dealers account in a few days instead. Ally is still to debit the funds as they said they would in the letter! Instead, XXXX harassing me with collection calls and ruining my credit for several months now. Id like to take legal action against Ally, because all my good-faith attempts to resolve this very simple matter failed due to Allys awful business and operational practices and stonewalling. Specifically, I seek injunctive relief of Ally restoring my credit, at a minimum. Besides costs and attorney fees, damages for all the unnecessary and unjustified stress Allys caused me and my wife through their negligence and incompetence, would be more than fair. Also, punitive damages would be great in the public interest, BECAUSE, as indicated by XXXX XXXX out of XXXX rating and complaints on public websites, their predatory practices are hurting many members of the public, I am not the only XXXX. The underlying factual history of the claim is more fully detailed as follows : In XXXX, I refinanced a personal vehicle ( XXXX ) with Ally Auto XXXX ( creditor ). The vehicle was purchased from XXXX of XXXX XXXX ( dealer ). In addition to full auto insurance coverage, I purchased additional XXXX coverage through XXXX XXXX XXXX ( XXXX covers the difference between the payment by the main insurer and the amount owed on the auto loan in the event of a total loss of the vehicle ). Exhibit C, attached to email. On XX/XX/XXXX, while driving the XXXX, I was involved in an auto accident in XXXX XXXX, Florida. As a result of the accident, an appraiser from the auto insurance company XXXX XXXX XXXX XXXX and its agent XXXX XXXX ) determined the XXXX to be a total loss ( meaning, instead of repairs, the insurer pays out the estimated value of the vehicle ). Exhibit D, insurers vehicle value estimate. I promptly notified the creditor, Ally Auto, of the accident and the insurance claim. This when I first encountered XXXX alarming incompetence in matters one would think routine with an auto finance company. To wit, Ally refused or failed to provide documentation/paperwork regarding the vehicle financing when I requested it for the insurer. Ally agent advised me they could not provide a copy of my loan agreement (??? ) It should be noted that throughout this ordeal, all the other parties involved ( primary insurer, car dealership, XXXX insurer ) worked more or less efficiently, competently, and timely ; the only problems were with Ally, and they were constant. In addition to the claim for the total loss accident with XXXX XXXX, I started a claim with XXXX XXXX XXXX for the XXXX coverage. XXXX. B Then XXXX XXXX issued and mailed a check to Ally Auto for the total loss of the XXXX. This payment covered most of the amount still owed on the loan, leaving a balance of approx. {$800.00}. See Exh B for the approx. breakdown. To cover that difference is precisely XXXX XXXX of Gap insurance, and the Gap insurer did in XXXX of XXXX. The XXXX coverage was purchased through the dealer, as is customary. Accordingly, the XXXX insurance company, XXXX, issued a check/payment for approximately {$800.00} to cover the remainder of the auto loan balance. XXXX XXXX. The Gap insurer, XXXX, sent the above check to the dealer ; this is their procedure, I dont know why ; the dealer had no additional charges, and was going to forward the payment from Gap policy to Ally to cover the remaining balance on the auto loan. In XXXX of XXXX, I contacted the dealer and verified that they received the XXXX check to cover the amount still outstanding on the auto loan with Ally. However, the dealer advised that they would only forward it directly to Ally as the creditor and XXXX holder, and that I am to contact Ally to ensure that Ally collects the Gap payment from the dealer, and provide Ally with the dealer info, etc. According to the dealer, all Ally had to do was to call the dealer, and they would forward the payment to Ally. Meanwhile, all this time, I am calling Ally regarding these matters. Ally personnel, especially their international call centers, were inevitably clueless and self-contradicting and unable to help. Nobody at Ally knew anything about processing and crediting gap coverage or the specifics of my account in the aftermath of the total loss. I kept getting bounced from XXXX agent or department to another, phone tag, hold time of XXXX or more minutes. On some occasions I would end up speaking to XXXX different agents at Ally, where, after verifying all the information in grueling detail and hearing about my issue, they would forward my call to another agent, and the exact same drill would repeat over and over. I had to verify my address, vehicle info etc. several times on the same call and explain the history and the issue, only to be transferred to another clueless operator. Anyway, I wasted hours on the phone with Ally, just trying to get them to debit or collect the Gap coverage payment, or figure out how I could assist the creditor with getting these payoff funds sent to them! The incompetence was really mind-boggling. Usually, these transactions happen more or less automatically in the ordinary course of business ( insurer payment to the lender on an auto loan ). Not with Ally. Ultimately, I was told by Ally that the dealer had to contact them to forward the Gap insurance proceeds. The dealer contacted ally on XXXX occasions with that question, to no avail. In XXXX of XXXX, I spoke to a manager at the dealership again regarding this matter. She provided me with a copy of the letter from Ally, which expressly instructed the dealer not to forward the payment to Ally, and that Ally would debit the amount from the dealers account in a few days. Exhibit A, letter from Ally to dealer. Ally never debited the dealers account to this day. Instead, their collections department is contacting me regarding this amount all the time and reporting the account as past due. I made multiple calls to Ally regarding this, and again was confronted with total cluelessness, incompetence, endless forwarding, and inability to answer simple questions on the status of the gap payment. I was told often conflicting things, e.g., that the dealer/insurer had to send the check to Ally ( contrary to XXXX letter XXXX, or that they had to issue the check to me to send to Ally. This was extremely frustrating, again, because the matter boils down to creditor Ally arranging to receive the Gap insurance proceeds payment, which was already issued and waiting for Ally to accept and credit it. Collections activity by Ally : instead of simply collecting the Gap payment back in XX/XX/XXXX (! ), when it was issued, Ally continues to bombard me with calls and letters, demanding payment of that difference between auto loan balance and primary insurer pay out ( the gap ). XXXX scripted monkeys simply dont know anything about the Gap payment status or how and when it will be processed. Its like talking to a wall. XXXX example of XXXX cluelessness was when they sent me a letter in the summer of XXXX, threatening to repossess the XXXX (! ) The XXXX, of course, was totaled, towed away, and likely scrapped by insurance co. many months before, back in XXXX XXXX, the last time I saw it. Shows how accurate and coordinated XXXX operations are. MOST IMPORTANTLY, though Ally Auto wrongfully and recklessly ruined my credit rating with their reporting to credit bureaus. This, despite insurance companies timely issuing payments to cover the entire loan amount many months ago, and my many efforts to resolve this situation with Ally. Ally has now forwarded the account to collections. The incompetent, erroneous, and negligent handling of my loan pay off matter by Ally, has largely undermined my efforts to repair credit. The negative credit reporting by Ally has caused me to lose a significant amount of money due to inability to refinance my current vehicle at a more favorable rate. Moreover, my wife and I are expecting a baby in XX/XX/XXXX. We are not able to upgrade to a bigger vehicle from our tiny sedan because of my credit rating, which is largely due to the false and wrongful negative reporting by Ally in the course of the past XXXX months. Allys incessant collection calls in recent months have cause me a significant loss of time and productivity, as well as emotional distress to my pregnant wife. This despite my repeated diligent efforts since XXXX of XXXX (! ) to advise Ally of the payment from XXXX insurer, which will settle the balance on the auto loan, if only Ally processes the payment. Which evidently, they fail to do because of completely wacky operations practices. As stated, I seek injunctive relief, attorney fees and costs, and ideally damages for this horrendous experience which has no reason other than Ally Autos astounding incompetence, delays, negligence, and stonewalling in handling my routine loan pay off matter. I can provide additional documentation for all the different aspects of this claim, per request. The ones Ive attached hopefully suffice for a preliminary review. Sincerely, XXXX XXXX, XXXX XXXX, FL XXXX ( XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33069
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are unauthorized businesses on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On XX/XX/XXXX I started a treatment with XXXX XXXX XXXX. I only did three hours due to my XXXX. I wasnt able to finish the treatment but they still want me to pay {$6000.00} I already paid {$1200.00} I cant afford giving them more specially cause I didnt finish the treatmeant. I also read so many bad reviews about this company they tell all the clients that they need their experimental treatment and they do t take no for answer they force you to get the treatment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A