Date Received: 2022-08-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have had a horrendous experience with Ally. On XX/XX/2022 around XXXX XXXX, I tried to log in to the mobile app. First I entered my account credentials then I reached a screen that indicated that I was logging in from a device that was " unfamiliar '' to Ally 's app ( which was not the case, I had logged in to this device several times before this date but receiving this 'error ' message was likely some sort of internal error ). So I attempt to use their text relay system to receive a security code to enter to their app ( XXXX ). I don't receive any code so I 'optin ' to their text relay system ( phone number XXXX ) in the off chance that I had previously opted out for some reason. I get an answer from their text relay system that " my input was not understood '' when I'm very sure that I inserted all of the required information correctly. I leave this alone for a few hours and try again later. Now their text relay system is running again because I do receive a code when I request one because I still got the " unfamiliar device '' screen. But before I can insert the security code I am locked out of my account and now have to call customer service to get my account unlocked. I try, via the mobile app, to reset my password. I get to a screen where I am told to enter my username and social security number. I insert these two pieces of data but the app just sends me back to the login screen with no messages or anything to indicate my message was positively or negatively received. When I call the customer service line at around XXXX XXXX ( because I'm out of options at this point ), I am greeted with a message that says my wait time is estimated to be " less than 35 minutes ''. All of this for an issue that could have been avoided at several points before now ( getting some sort of message that the text relay system wasn't working, the 'reset password ' link in the mobile app functioning )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 67212
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have several hard inquiries on my credit report that I did not authorize and are from unknown credit companies. - XXXX XXXX - Ally Financial - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Dear CFPB, I received a letter from Ally Bank on XX/XX/2022, dated XX/XX/2022, with the subject " Advanced Notice of Account Closure, '' stating that " We'll close your accounts on or about XX/XX/2022. '' The letter did not state a reason for the closure. I called Ally and spoke to an employee and a supervisor, and neither one gave me any information as to the reason for the account closure. They stated they had the legal right to do so under the Deposit Agreement, but it is unacceptable to put consumers at financial risk by suddenly disrupting their finances for no apparent reason. I request closer scrutiny and oversight of this institution and their business practices to ensure they are following all applicable laws and rules. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78216
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2022 at XXXX I received a text message that a {$2000.00} XXXX money transfer had been made and wanted to know if I had authorized this transfer, reply YES or NO. I checked the number, and it was the same as the Fraud Department of my bank, so I replied NO. A few minutes later I received a call from a man claiming to work for my bank. He asked some authentication questions and kept putting me on hold. I tried to call my bank, but was unable to get through to a person due to longer than average hold times. The man kept calling back. I never gave this man my user name or password. I was suspicious at this point, told him I had an appointment so I would have time to get in touch with someone at my bank. When I got through to my bank, they told me a wire transfer had gone through for the entire amount of my savings account ( over {$10000.00} ). I asked to start a dispute of the wire transfer. I was told an investigator would be in touch with me in 24-48 hours. I mailed a letter to my bank disputing the unauthorized wire transfer. It has been 11 business days. I have made calls to my bank every business day. I still havent spoken with an investigator and the Account Takeover Department has no idea when or even IF I will get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 722XX
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I have repeatedly asked for copies of my payment record that show late fees charged. Ally has yet to provide one. Now I am at the end of the payoff on this loan and I owe almost nothing but late fees. Even during the pandemic no late fees were waived and I suspect I have been charged late fees ON my late fees! In addition, Ally has charged both of my banks so many times I had to place stop payments because if the funds aren't there I am charged by my bank each time Ally tries to take the ACH debit, and Ally will continually hit the bank on a daily basis until the finds are there. No cooperation whatsoever, and I am absolutely fed up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92240
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Was approved for a loan, but didn't receive money
Subissue:
Consumer Complaint: On XX/XX/2022 I have requested a validation of debt, to understand why Ally Financial was requesting for payment, when the contract was with a different party. I never received any check stating an amount of money for a loan. They have not fulfilled my request, and trespass on my property on XX/XX/2022 to take the vehicle while I was in peace playing with my children.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06516
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Violation of 15 USC 1681b ( 2 ) Permissable Purpose and violation of 18 USC 8 Violation of HJR 192 and Public Law 73-10
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35601
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Called to do a skip a payment.. it was approved i paid the required fee and was told to sign a paper i would receive within 10 days.. never received the letter so i called and i was told i would have to resubmit the application and that i would not have to pay the fee again since i already paid it well 30 days later my credit gets hit with a late fee and my credit dropped dramatically i called them and Ally said that its because i never paid the XXXX that was due for the skip a payment because the old fee of XXXX was applied to my account but not to the skip a payment so now it put me as XXXX past due and it keeps putting me late.. they are supposedly looking for the conversion where their employee told me I wouldnt have to pay it again since i already did but the executive team ( who I cant for the life of me reach in any way ) told me their associate was wrong but they where gon na look for the conversation where their associate told me I didnt have to pay its been a little over 3 months and no resolve my credit has been affected very very badly due to this i need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 798XX
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: i deposited. {$100000.00} plus and can not reach them .after 10 hours I still can not reach because they do not answer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Credit Bureaus are reporting incorrect balance, payment amount, account status, and payment history to XXXX, XXXX and XXXX. Incorrect information was disputed via letter sent certified mail to credit bureaus. Letter mailed to XXXX XX/XX/2022 tracking # XXXX Letter mailed to XXXX XX/XX/2022 tracking # XXXX XXXX disputed online XX/XX/2022 confirmation # XXXX The dispute advised payment information was updated but is still reporting incorrect account status, payment history, payment amount and account status.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A