Date Received: 2022-07-21
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: The computer generated system is flawed and does not factor in willing and ability to pay. As the rest of the world everyone is going through financial hardship as rates and prices and daily living continue to rise. It needs to be factored in that everyone is experiencing this trouble we need a closer look at how banks are continuing to profit making large dollars amounts on interest rates, overdraft fees and other hidden fees that are that is making it hard for every day Americans to get ahead and at least save a little bit. We all need help while big banks continue to profit off of us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48910
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Please see below. Ally Bank has failed to do as they promised with my funds, my accounts are randomly suspended with no explanation, and I am unable to move mmoney out of this bank. This issue has been going on since XX/XX/XXXX and it is ongoing at this time. Overview - I have been unable to remove my money, while I am in good standing, from Ally Bank. I have been attempting to make transfers, wires, ACH, etc. to move money into my accounts at other institutions and below is the progression of increasingly frustrating and worrying events that have occurred to me. I feel that I am held XXXX by this bank, they have stolen my money, kept it from my accounts for longer than they indicate necessary to transfer or return it. Then have no explanation as to why or how their promises are not upheld. When I request written documentation of a representatives action, they are clearly instructed to fight me and do not ever send me written follow up or confirmation on changes to my accounts. First Transfer : On XX/XX/XXXX I initiated a transfer through XXXX online portal to a different institution ( XXXX ) of {$8500.00}. I mistakenly did not follow up with it. Monday XX/XX/XXXX I received my first communication about this transfer in the form of an email from XXXX XXXX Ally Investigator Bank Fraud XXXX XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX XXXX ( Phone number disconnected ) - Instructing me to contact the fraud department. On XX/XX/XXXX I was unable to log in online at all and none of the 3 general representatives I spoke with that day BEFORE getting through to the fraud department were able to verify to me if there was any money in any of my accounts, even after verbally verifying my identity. This was incredibly distressing. I was not being told what was going on at all. I though I had been stolen from. After 3 hours on hold in some form or another, I was put in contact with XXXX XXXX on a line with poor signal, something not happening to my stationary cell phone earlier in that phone call. At that point I spoke to a trite, rude man. I was unable to ask questions or fully explain my recent history. I was then accused of sharing my log in ID, Something I have never and will never do. This rep would not answer any of my questions and cut me off repeatedly. The first of my questions was, How can I be sure Im currently speaking with Ally Bank to which his reply was that he was unable to help me with that answer and that I would hear from them within 30 days, enough time for them to investigate this issue, I was still unclear as to what exactly the issue was as they never referenced a transfer or charge of any kind on these accounts. I asked again about the log in overseas he referenced earlier in the call and was denied information. I asked if there was any funds in these accounts or if they had been drained. He confirmed, It appears there are funds in the accounts. The man I was speaking with then hung up with no pleasantries. As you can imagine this interaction coupled with the fact that my account balances were never confirmed, was incredibly distressing- to the point of being physically ill. XXXX XXXX I began receiving paper letters in the mail from ally about this fraud investigation and the date referencing the beginning of this investigation was XX/XX/XXXX. This was almost a month delay in communication about this investigation. During this time ( 30 days ), I was unable to access any of my accounts, neither investment nor banking. I waited patiently for 30 days without any visualization or access to my funds. I received no communication via email or phone during that time. On XX/XX/XXXX I called the regular Ally representative line ( XXXX ) I was told that my fraud investigation was closed with no results. I asked if that meant there was no fraud. The general representative at this time was unaware. I asked of the transfer made on XX/XX/XXXX went through. I was told no and that I had to reattempt the transfer. At this time a new username and password was created for me. On XX/XX/XXXX I was able to log into my banking accounts, not my investment accounts, but no actions were able to be taken on the account. No transfers of any kind. On XX/XX/XXXX I called Ally s general line again, on hold for over an hour, and said that there were still restrictions on my online accounts. I was told there was an issue that the rep needed to fix and after waiting on hold an hour it was apparently fixed. This phone call event happened repeatedly, almost exactly, on the XX/XX/XXXX and XXXX. I was finally able to make changes to my account and initiate the {$8500.00} dollar transfer through Allys website on the XX/XX/XXXX. The Ally Investments department also required 2 repeat phone calls to restore my access after I was told on the first phone call that my access was restored completely. The transfer was completed to my XXXX account on XX/XX/XXXX. Second Transfer : On XX/XX/XXXX I linked my XXXX business account ( I own this business and am the only person with access and named on this account ) through the process where Ally deposits and then withdraws small amounts and I report the exact amounts on Allys website. The XXXX account was successfully linked as confirmed online. On XX/XX/XXXX I called Ally Banks only listed phone number and was on hold for 35 minutes. The call then dropped. I intended to ask the best way to initiate a transfer after the grief that I was put through the last time I attempted to make a transfer. The phone line was disconnected on me ( my cell phone indicates the difference between service failure and a call recipient hanging up ) so I logged into Ally Online and initiated a transfer of {$60000.00} from my ally account ending in XXXX to my XXXX account. On XX/XX/XXXX the transfer had still not gone through, and I called ally. I was told this transfer was unable to proceed because my name was not listed on the XXXX account. I know this not to be the case as I set up this business account singlehandedly as a sole owner of my XXXX XXXX. I was told by a general representative, direct quote : Ally does not associate with any business accounts. And that I would have the funds returned in 3 business days. On XX/XX/XXXX XXXX, 8 days and 6 business days later, XXXX dollars was still vacant from my Ally account ending in XXXX. I called ally yet again and inquired as to the delay. The representative was told by who she referenced to be the back office they did not have a reason for the funds not being returned but they would be replaced into my account, in the next few hours. XX/XX/XXXX at XXXXXXXX XXXX EST the money remained absent from the account but today ( XX/XX/XXXX ) when reviewing the account it appears records have been altered to indicate that the money was returned on XX/XX/XXXX. XX/XX/XXXX and XXXX. I called Ally each day to attempt to initiate a WIRE to my XXXX account. I was told on the XXXX that the account ( only the savings account the wire was initiated from ) was suspended with no explanation. I was also suspended from making any type of bank transfer of my funds from any of my Ally accounts. And today, XX/XX/XXXX I am still unable to make any kind of transfers OUT of Ally bank. XX/XX/XXXX and XXXX I called ally to attempt to gather information about this new suspension. It is important to note that this suspension DID NOT come with any sort of communication attempt by Ally to me, nor did it suspend my access to my accounts. My ability to make changes to any of my ally accounts was suspended. The XX/XX/XXXX conversation was the only time I received a reference number for me to follow the issue. ( ref # XXXX ) Today, XX/XX/XXXX, I spent over an hour on hold with Ally representative XXXX to ask how to move my money out of this bank! I was not given an answer, only told that the back office needs another 7 business days to review the accounts and that my funds and online access would stay in suspension. I was again not given any particulars about the issues or any explanation as to why my money is being withheld from me. I asked as to why this suspension was so different than the fraud suspension that included communication to me and the representative could not answer this. The representative spent some time on hold with another department herself. She was equally frustrated about the amount of time SHE waited on hold for her superior office to get in communication with her and was sufficiently rude to me as though this was something I had done! At this time I determined that this business has not acted in a professional way and I requested to her that my 4 banking accounts be closed with Ally and for my money to be wired to my accounts at a different bank. XXXX told me she had to submit a request to do this. No written communication was sent in any by Ally about these changes. I would like to clarify at this time : These accounts are not in negative balances, I do not owe and have never owed any money to this institution. The funds in these accounts have been present for over a year. This is NOT a complaint that a deposited check funds are not available soon enough, rather it is my money that I transferred into this bank in accounts under my name for normal banking activities. This has gone on for MONTHS and it is apparent that Ally is attempting to keep my money! I am an military wife, attempting to open a business, under enough hardship with a XXXX husband and XXXX family - handling this has caused XXXX XXXX and I am XXXX XXXX every day over the fact that I have been stolen from. I called Ally XX/XX/XXXX that evening as I was distraught, crying. I begged the general representative to help me. She created yet another case ( ref # XXXX ) and told me, Im not supposed to tell you this but the Loss Prevention department oversees this issue. I still had no answers, Only a new case number. Update XX/XX/XXXX I called the Ally Loss Prevention Line ( XXXX XXXX XXXX ) at XXXX. Total call time : XXXX, XXXX mins. Was on pre- representative hold for 20 minutes. I spoke to a man in that department XXXX who informed me that I was not supposed to call this line to contact this office about this issue, that I had to go through the general ally line. I again asked for help on this issue as the general representative line has proven so unsuccessful and distressing for me. XXXX informed me that my XXXX ally accounts have been closed and checks would be mailed to me. I asked why transfers had not been set up, why I was still unable to see this change in my online accounts. He put me on hold and fixed what I could see on my online log in to show that these accounts are closed. I confirmed this by logging in online. I asked again why I had not been notified of the approval XXXX ( representative from XX/XX/XXXX ) told me she needed to close the accounts no answer was given. I asked why ( and who approved ) a change from wire transfers to checks for the funds and the turn around time. No clear answer or help was given. I, giving up somewhat, expressed my concern that the last letters I received from ally at the end of XXXX were dated XX/XX/XXXX and this now an intolerable amount of time to wait to wait on checks. I requested that the checks at least go in mail with a tracking number. XXXX said, They have already been generated, no mailed, no, just generated, our system is unclear, but that is not an option. This is really not something our department does. I asked why then this matter was overseen by his department. To that question there was silence on the other end of the line. I asked who manages this company, and if there was someone I could speak with who could just put the checks in a tracked envelope for me. I was transferred to the general Ally representative. ( 30 minutes to explain briefly that I needed a supervisor and why ). I was put in contact with XXXX, who told me she was an account supervisor. She said no tracked envelopes were possible here. She said she could see the closed accounts, see the wire and that, the wire department is asking if I would like the original {$60000.00} wire to go through. I said yes. She noted my approval of the wire in her system. At this point I want to make clear that Ally Bank continued to refuse to put a tracking number on my checks in the mail. However, because there was a wire possible for the majority of my funds, I was more compliant with the checks getting mailed without identification. We then went over the remaining amounts on the checks that were generated. They were, ( approximately, from memory ) {$33.00}, {$1400.00}, {$5100.00}, and {$190.00}. No timeframe of arrival to me via mailed was offered. XXXX recommended that I call back in the afternoon to confirm the wire. I then asked about my remaining account ( a CD ) and the cost to remove the funds at this time, before maturity. XXXX was unable to give me a finite number/cost to remove my money from this account. While This was a pleasant conversation, Ally bank remained withholding of information that is my right to have as a customer using their products. We pleasantly ended the conversation. I called Allys general number the afternoon of the XXXX and was told there is no wire present on any of my accounts. During this call I received an email stating that my wire transfer on account XXXX has been cancelled. The representative told me that there is no wire transfers on any of my accounts, That there was an ACH pending for {$60000.00} out of my XXXX account but it is the other bank not accepting the transfer and that this would take 5-7 business days to transfer funds, provided the other bank does their part. I told this representative that this was not at all what was supposed to be happening with this money, she was unable and unwilling to help. Unable to explain why my wire was changed to an ACH. I asked for another transfer to a supervisor. I was then hung up on. I immediately contacted my other bank, XXXX XXXX XXXX and spoke to my banker who informed me that no requests, no wires, nothing in the ACH warehouse, was coming to my accounts or even initiated. Ally lied to me about how and when my funds would be moved. XX/XX/XXXXXXXX XXXX XXXX I called Allys general number for an update on what exactly is going on with my accounts and where my funds are with general representative XXXX. Was transferred to XXXX, a supervisor, who told me that checks, not wires, not ACH transfers, were sent to my home address coming out of XXXX. So while 7-10 business days were quoted on receival time, it *might* be sooner that I receive my money. I expressed that this was the opposite of what I was told yesterday. XXXX said that XXXX individual checks, including a check of {$61000.00} closing the XXXX account and smaller checks closing XXXX other accounts were now in the mail. No tracking numbers available. XXXX initiated a complaint within the company for this situation. Complaint reference number : XXXX. XXXX apologized, said that this should not have happened and should not have gone over in this way. She said that {$60000.00} was not even a considered a large transfer amount, and I need to do what I need to protect myself. I disclosed that I was elevating this matter to the government level. During the XX/XX/XXXX Phone call I initiated the closure of my CD account online, requesting the total of {$25000.00} be transferred to XXXX account ending in XXXX. I received conformation of such and on that 3 days for receiving funds is promised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: New Information Pertaining to complaint # XXXX I am enclosing the information responding to the violations to my consumer report and the laws that have be broken I request that the CFPB review the forms and hold Ally financial liable for the laws broken as pursuant to FDCPA & FCRA. Forms are attached for review. I would like to know the method of verification once a decision is made as not to close my dispute without a agreed upon result.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: I purchased a vehicle from XXXX on XX/XX/22. It was financed through Ally. Ally 's XXXX app reflects an interest rate of 6.00 % on my customer dashboard. However, the correct interest rate is 5.99 %. The billing statement provided by Ally, dated XX/XX/22 does not provide ANY interest rate. The billing statement also does not reflect the itemization of principle and interest charges. Ally intends to apply my auto loan payments at the incorrect rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Ally Bank rejected my XX/XX/XXXX online application submitted at their website for an online savings/money market account. I provided all information requested, received an application number, see attached Allyrejection letter. Their letter dated XX/XX/XXXX & received XX/XX/XXXX, stated they couldn't open an account because my identify couldn't be verified! On the application I submitted all required info, e.g. full name, date of birth, mother 's maiden name , street address ( including current new address and address where I resided for 10 years up until XX/XX/XXXX. They quoted the USA patriot act & what personal info is required & that's exactly what I provided on the application. I've lived in New York my entire life - XXXX yrs old - all my credit & personal info is on my credit reports with XXXX XXXX XXXX ( very good rating on both ), so I want a reason why my application was denied. Whatever system they are using for security checks must be flawed if they are unable to verify my information which is readily available. I have been unable to get through to customer service after multiple tries and have given up on that option. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX is not following the FTC, they are still not taking credit inquiries off that have solid proof that I did not authorize the companies to ran my credit. I am trying to purchase a home and the loan officer wants these hard inquiries off. XXXX is refusing and I need help because they are going against the law and not doing what is right. There are several inquiries on my credit report that need deleted immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76112
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
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 email and documentation is related to Ally Financial Account XXXX XXXX and the balance of {$320.00}. On Monday XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX, I returned our leased XXXX XXXX XXXX XXXX to XXXX XXXX XXXX XXXX XXXX XXXX at the XXXX XXXX. Our lease ended on XX/XX/XXXX with a mileage limit of XXXX miles. I returned our vehicle a day early and under the mileage limit. Unfortunately, when I returned the vehicle the employee took the keys but did not provide any paperwork. However, I took 2 photos of the van. One photo is a time-stamped picture of the vehicle in XXXX XXXX XXXX parking lot showing the date of return ( XX/XX/XXXX ). The other is an interior shot of the van from the parking lot showing the mileage of approximately XXXX miles, well below the XXXX limit. As far as I knew, everything was good and we moved on with a new lease. Much to our surprise, many months later a tow truck showed up at our house to repossess the van. Informing the driver that I returned the vehicle months prior to the dealership he drove to the dealership, where he located the van parked in the rear lot where an employee had left it. The key was found in the back of a desk by the Lease Manager who then tried to start the van. Due to it being left in the rear of the building for months it had a dead battery and some flat tires. The tow truck loaded it up and took it away. The Lease Manager, XXXX XXXX ( XXXX ), told me to contact him if we had any further issues regarding the van. I have given his name and number to Ally Financial on several occasions and even included him in a 3-way call with Ally once . Back in XXXX, I was finally able to get Ally to give me an itemized list of the charges. Most of it was charges for turning the van in late. Since we turned it in on time we refused to pay the late fee. We still do. However, part of the fee was an air compressor that they said was missing. Since we have no way of proving whether it was or was not in the van when we returned it, I told them I was willing to pay for the compressor. I was told that the cost was {$110.00} for the compressor + {$7.00} tax for a total of {$120.00}. I agreed to pay the amount and the agent transferred me to their finance department. Instead of transferring the call it got disconnected. On XX/XX/XXXX I spoke with yet another Ally agent and once again agreed to pay the {$120.00}. Again they transferred me to their finance department and, again, the line was disconnected. Additionally, I forwarded an email to them verifying that our insurance agent dropped the coverage of the vehicle on XX/XX/XXXX as well. Finally, I received a call from this collection agency and explained everything above. Again, I offered to pay the {$120.00} but was told by XXXX XXXX ( sp? ) that it wasn't enough so that's why I'm writing this letter. I'm still willing to pay the {$120.00} for the compressor since that was apparently missing. The remainder of the balance is for turning the vehicle in late so I'm not willing to pay anything towards that since I did, in fact, turn it in on time and have photographic proof, cancellation of insurance proof and agreement from the Lease Manager that this was 100 % their fault. I am not responsible for the car dealership not doing their job of returning the vehicle. As I mentioned previously, the Lease Manager is XXXX XXXX and he can be reached at XXXX. Feel free to call him if you'd like. For the compressor charge of {$120.00} I'm happy to send a check once I receive a bill for that exact amount and I'm absolved of any further inconvenience or charges especially the negative affect this has had on our otherwise stellar credit. Alternatively, I'm happy to pay that amount by credit card over the phone if someone would like to call me. ETA : No phone call or response has been received from Ally Financial and the negative report on our credit has taken our credit score down more than 100 points. At this point, I am hesitant to even pay for the compressor as we have no way of knowing if it was in the van or not. That was an offer of good faith on our part but Ally Financial has diminished our desire to offer this olive branch to a company that is actively ruining our credit when we are clearly the victims in this situation. Until I can have proof that our credit score is returned back to the 800 's, I am not willing to extend this concession to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45103
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15 USC 1681 Section 602 A. States I have a the right to privacy. 15 USC 1681 Section 604 A. Section 2 It also states that a consumer reporting agency can not furnish an account without my written Instructions. 15 USC 1692C States that without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collect may not communicate with a consumer in connection with the collection of any debt. 15 USC 1692B States that they may not use any language of symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt ;
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46123
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
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 refuses to release my payment history and XXXXXXXX XXXX XXXX statement. Ally financial has blocked my online access which enables all consumers to access their payment history and statements. I have contacted them Ally for 6 months, and have been ignored. The above mentioned is a violation of State and Federal law. Ally is a corrupt financial institution. I have never encountered such an abuse of disregard for consumers, and I'm a repetitive customer of Ally 's. This is how they treat repeat customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14580
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On the morning of XX/XX/2022 my mother-in-law ( XXXX XXXX XXXX ) closed her savings account with Ally Bank and requested that the funds be transferred to her XXXX XXXX checking account so that it would be included in her trust. I have a screen shot showing that Ally would take 1-2 business days to close the account ( {$250000.00} ) and 3-5 business days to transfer. She passed away on XX/XX/2022 but Ally Bank was never notified because we knew that this transfer was in process. She never received notification that there was any issues with transferring the funds. On XX/XX/2022 I attempted to log onto her account to see if the funds had transferred and the account locked because the inquiry came from a new device. After contacting Ally later we were told that they would need documentation. I sent them her death certificate, copy of the document recorded at the XXXX XXXX Recorders Off e showing me the Trustee of her trust, a copy of my drivers license and directions on where the funds should go. They come back saying that it would need to go to probate now. I argued that this should have been a done deal and that Ally dropped the ball. When I asked Ally Bank what was the issue with the transfer of funds all they say is We cant disclose that information. It was obviously an error and their part and now they want us to spend thousands of dollars going through probate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85310
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A