Date Received: 2022-07-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have not had access to my bank account for XXXX weeks. On XXXX, I attempted to log into my account from a new phone. My old phone was not working. The bank needed to text me a code to authenticate my account. But the screen is broken so I wasn't able to get the code. I then attempted to reset my password but was locked out. I called Ally bank which took an hour to speak to someone. She reset my password and started to provide me the temp password to log in but after the first letter, the call disconnected. I waited for around 10 minutes thinking she would call me back. She did not. So I called again and this time the wait was almost XXXX hours. I asked this new person to call me if the line disconnects since I've spent over XXXX hours just trying to reset my password. She then tells me that she is not able to and if I disconnect I need to call back. I asked for a supervisor but she was not able to get XXXX for over XXXX minutes. She then attempted to reset my password and I still couldn't log in. She then transferred me to tech support who said the issue was probably due to their nightly update but he could fix it. After XXXX : min he could not fix it. He stated he would open a trouble ticket and I would receive a call on Friday XXXX. No one has called. I attempted to call several times but could not wait the long hold time of over an hour. I called Saturday and reached some after XXXX min. He looked at my account and said I'm still locked out. He then acknowledges This is a known issue and there's nothing else that can be done. This makes no sense that a bank could lock me out of my account for XXXX weeks with no estimates on when this will be fixed. I have bills to pay and I can't keep spending several hours a day to wait on hold for someone to get this fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95354
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
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: Paid off vehicle loan XX/XX/2022. Ally Bank said they would release the title to the Idaho transportation dept as that is where I live. I thought everything was fine I went to the DMV when they said it was released on XX/XX/XXXX. I received a email stating it was released so I went to the dmv. They were able to pull up my title it was an electronic title but ALLY is still in 1st lien holder position. I call almost every single day, First I spoke with customer service, And explain the situation they talk over me saying that it's released it's released it's released it's released it's released. But it isn't. Finally was able to get ahold of the electronic title department and they say it's an IT problem, but the state of Idaho tells me that it is a simple Box to check on the bank 's end that says Idaho can print and release the title to me.. I have called 24 hours worth of being on the phone with 3 different departments and countless people explaining it over and over again and they never do anything. I have 5 emails that say the title has been released and I explained that it hasn't but they don't listen to me. I finally posted on Ally Bankl XXXX page and somebody said, " oh my gosh we'll get somebody in touch with you '' Friday XX/XX/XXXX at XXXX PM at a woman named XXXX called from Corporate, she said it would be handled there. She was unwilling to give me her last name. She told me that XXXX would be the one that would be handling my account and doing the research. She gave me an her number to call for her direct line told me to call her on Monday I called 3 times on Monday 3 times on Tuesday and XXXX XXXX day Wednesday she has never answered her phone nor called us back. I do not know anything more that I could do. I am at a loss!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 834XX
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
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: During the months of XXXX 2021. I was charged a total of XXXX late payments with my auto lender. Prior to these late derogatory marks on my reports I contacted the lender explaining my financial situation due to covid and promised to make some sort of payment of each month to avoid late payments on my reports. The creditor still went ahead and reported me late for several months which ruined my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01602
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Date : XX/XX/2022 I went to XXXX with my cousin was about find a suitable car and do work on finances the support person has taken the information and I told specific to not to run any hard queries until I finalize the car and prices. She went and ran the credit for 3 different financial services and when I get an email I ran to the office and told her why you guys are running the credit without the car being selected she then is apologizing and accepted her mistake. I want that to be removed from my credit. This is a bad experience as Im struggling with their behavior when I clearly mentioned not to do hard checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31322
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have purchased a used car and have been making double payments, and all of the money have been applied to finance charge only and not my priciple for almost a year. Ally claims that I have been making payments late which is a false statement. I had my due date moved due to financial reasons. Attached to this complaint are the receipts that I have been making payments and the amount {$14000.00} over a year and the amount is the same. This is a predatory car loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: Ally Auto Financial approved 2 auto loans against my credit report without any request for documentation or request to verify my income. The 2 auto loans combined total more than my income. I was forced to purchase both an extended warranty for over 4000.00 plus gap insurance. In addition, I believe I am a victim of XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXXXXXX KS whereas Ally Auto Loan is the lender. I requested a loan rescission due to the amount of issues the vehicle I purchased started having after driving it off the lot. I returned it the next day for repairs. The opportunity to earn my business has faded over the past few weeks. My trust in the dealership has depreciated and my desire to purchase a reliable vehicle from this establishment has become nonexistent. These feelings do not come without reason. My initial purchase of the XXXX XXXX was thwarted when the check engine light came on after driving it for a period not greater than two weeks. After the service department stated they had taken it to a local XXXX dealer for a firmware update the light came back on after a day or two of driving and the 12v outlets did not work. My husband and I thought to upgrade to the XXXX since we liked driving it as a loaner. We were able to get into a frost grey version which came with a list of acceptable problems. Those problems were acceptable until the risk of overheating entered the picture because it sprang an antifreeze leak due to a cracked hose in the coolant system. After a bit of research, I found out that there were over XXXX XXXX XXXX XXXX recalled. The recall message from XXXX stated, if the coolant leak goes undetected, it could lead to an accumulation of coolant in ( or on ) the catalytic converter heat shield insulation and then catch on fire. To top it all off, the warning light appeared stating the vehicle is due for regular maintenance which is priced at $ XXXX {$350.00}. This is the second vehicle that I have attempted to purchase that has had both minor and major issues that were not addressed prior to me taking ownership. Everyone at the dealership has been friendly, cordial, and inviting. There have been multiple examples of someone stating something that was not exactly truthful. In fact, I began to lose faith when someone told my husband that the TPM light is on because it is set that way prior to selling a vehicle. To disprove this myth, we put air in the tire and the TPM light went off. Encountering all the small situations where a vehicle is not in proper running order, dishonesty, and not speaking openly about the known flaws of a vehicle has prevented me from developing relationships, trust, or confidence to purchase a vehicle that does not have the potential to experience a breakdown in the near future. I trusted the sales and finance teams to provide me with a reliable vehicle where my husband, children, grandchildren, friends, and I can reach our destinations safely, this has not been the case. Instead I have received 2 vehicles that fall under the Kansas Lemon Laws. However the finance manager has violated the Truth in Lending and the Kansas Lemon Laws because they are forcing me to purchase the car and none of the problems have been fixed and now I am without a vehicle and have been without the vehicle I purchased the past 2 weeks. I contacted Ally and to my surprise they show 2 auto loans for the vehicles I returned to the dealership. I was shocked and now I feel stuck and wish I would have done my research. Lessons Learned from this nightmare in buying a new vehicle to pick up my grandchildren in and spend time with them. The finance manager told me they would return the loan financed to the lender Ally Financial and therefore I trusted they sent the funds back and now I am stuck with 2 auto loans with no vehicle. Both loans total more than my income alone. I reached out to Ally Auto Financial and they referred me back to the dealership with no intention to resolve the issue. This has been extremely stressful for me, I am a grandmother and the only thing I wanted to do was find a affordable reliable vehicle and now I have lost all trust in both the auto industry and auto lending industry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a Credit Score change notification via XXXX XXXX. A hard credit inquiry from Ally Bank affected my credit score on XX/XX/22. Then on the same day, I received an Ally Bank Alert email notifying me that my New Ally account is now open. I contacted Ally and informed them that I DID NOT open an account with them nor wish to have XXXX. They took a report, and I subsequently received an email from the Ally fraud department advising me to call them. I called and provided the requested information, and they advised me that this account would be closed without further information. I was directed to call XXXX, the Social Security XXXX, and the FTC, to log reports. There has been no explanation of how this occurred, Just a simple, " We will close the account. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XX/XX/2022 XXXX XXXX pulled my credit without my authorization to do it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Due to being in the middlr of a mortgage loan and closing in 4 days. I reached out to ally to make an extension for XXXX and XXXX. They agreed with payment of XXXX before XX/XX/XXXX. This morning my credit recieved a negative mark dropping it XXXX points and disqualifying me for the loan. I spoke with a customer care rep who documented the conversation and confirmed the agreement MOVES the due date to the back the loan and once the XXXX is paid the account is current but will not reflect on my credit report.. this is unacceptable! If an agreement is made and it is to not harm my credit and does with the additon of the XXXX paid bf the XXXX the account will be current but it will reflect on my report??????
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: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: About a month ago, I contacted ALLY because had not heard anything from them. When I requested them to mail me the information, I was told to sign up on the internet, but I lost my paperwork and don't know the account number. Two weeks ago, I mentioned that I had not heard/received anything from ALLY which was odd so I asked for validation of proof of the loan along with the contract with my " wet '' signature. They have sent nothing! This is supposed to be a business working in good faith. They are not. Please fill free to use my email : XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A