Date Received: 2022-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Writing in to complain about my mortgage service provider, Ally XXXX XXXX, being late on providing me a refund of {$1100.00} to my escrow account. This stems from penalties from delinquent property tax payments due to Ally 's negligence. Context. Ally was late on paying our secured county property tax of {$10000.00}, and we were hit with a late penalty of $ {$1100.00} by the county. XX/XX/XXXX. We made Ally aware of this and wanted them to use our escrow balance of {$10000.00} to pay this off. We also requested that Ally be responsible for the penalty of $ {$1100.00} as they already had our parcel number and should have paid our property tax on time. I threaten to report to the CFPB if this is not resolved in a timely fashion. XX/XX/XXXX : Received response from Ally confirming receipt of complaint, but no action taken yet. XX/XX/XXXX : Ally confirms they used the escrow balance of {$10000.00} to pay off both the secured property tax and penalties. I immediately chat online with a representative who confirms that corporate policy is for Ally to pay off delinquent penalties with a separate corporate account. She notes that a refund of $ {$1100.00} should be provided by XX/XX/XXXX. I personally paid {$170.00} to bring out escrow account to {$0.00} once the penalty is reimbursed. XX/XX/XXXX : No update from Ally. I ping them again. XX/XX/XXXX : Ally responds that an updated completion date is XX/XX/XXXX. XX/XX/XXXX : Unresolved, that makes XXXX broken promises. I ping Ally again at XXXX. I threaten to report to the CFPB again if this is not resolved by XX/XX/XXXX as we've been waiting a month for Ally to follow their own policy. XX/XX/XXXX : Ally responds claiming they attempted to reach us on XX/XX/XXXX and left a message, which is likely not true as we did not receive any calls or texts or emails between XXXX and midnight. They instead ask us to call or chat with a representative and do not provide an updated timeframe on resolution. XX/XX/XXXX : I chat with a representative, who claims they can not provide a refund due to the county needing to " split our parcel ''. I did not authorize this or was aware of this and asked for proof. The representative declined to provide any citing it is private internal documentation and that I needed to contact the county directly. They claim they were informed of this yesterday on XX/XX/XXXX and did not have an estimated completion date. I asked how this is relevant to providing us a refund, and they responded by saying they needed to " wait for the parcel to be split ''. This is a clear contradiction, as we should have been provided a refund earlier if this " parcel splitting '' was only discovered yesterday. After this interaction, I reviewed their FAQs and could no longer find the original statement that claims that they would pay delinquent penalties with a separate corporate account. Nonetheless, I have written proof that they agreed to pay off my penalties under this original policy. I believe they've secretly removed this policy in response to my specific case. Conclusion. I believe Ally is XXXX ) lying to me regarding the claims about a " parcel split '' and XXXX ) has not been following their own original corporate policy and XXXX ) been wildly irresponsible and inconsistent in promptly addressing my concerns. From my perspective, Ally has effectively committed theft and is repeatedly feeding me lies in an attempt for me to give up on claiming my refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Auto loan was involved in a total loss. The insurance company XXXX paid the claim although there was a gap remaining. I had gap insurance and the gap company XXXX was waiting for the police report. I provided the police report information and XXXX processed the information. They stated that they would not pay the gap. The lender Ally bank Provided the payment history to XXXX And XXXX denied the payment for the gap of {$1700.00}. I was not aware that the gap was not paid until XX/XX/XXXX. This incident happened in XX/XX/XXXX. The payment history that Ally bank Provided to the gap insurance company showed three missing payments. The missing payments were due to Ally bank offering three deferred payments during the XXXX Covid. These payments were not late but instead deferred to the end of the loan. I have never been late on any installment loan payment. I ended up paying the {$1700.00} of gap difference and due to me not finding out that this payment was never paid to a XXXX balance, Ally bank reported the three deferred payments to the gap company. I have never made a late payment ever and these three deferred payments caused Ally bank to report three late payments on my credit report. This has changed my score dramatically. I will never receive my {$1700.00} back due to this discrepancy. Please help in correct in this error on my credit report. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80112
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act XXXX XXXX XXXX Account # XXXX, has violated my rights. 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 a 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: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: When I checked my credit report several auto loan places showed up on it last year which prevented me from renting a XXXX XXXX XXXX XXXX I had submitted info to both the company and XXXX and nothing was done and no response and I requested a response and proof of my signature. Auto Financing Companies Contact info Ally Financial Address XXXX XXXX XXXX XXXX, XXXX Phone number ( XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90744
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On or about XX/XX/2022 I deposited a {$10000.00} check from a friend into one of my Ally Bank accounts. Even though my friend contacted XXXX ahead of time, the check was erroneously flagged 'return to maker ' by XXXX XXXX Ally froze all my accounts, including one owned by my mother, because of the status of the check. A week later I cleared up the confusion at XXXX and they changed the status of the check, however Ally still has my accounts frozen and I have no recourse to get access to my money. I've contacted Ally several times, including letting them know that XXXX changed the status of the check, have left messages for a return call from a supervisor, and have been told that an investigator will get back to me, but still have not gotten a call from anyone at Ally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94014
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act, these companies have violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 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 any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 274XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received an invitation to open an Ally Invest account and receive a promotional bonus of {$250.00}. I verified with the Ally Invest representative XXXX via a recorded phone call on XX/XX/2022 that my account was enrolled and I would be awarded the bonuses if I met the deposit requirements ( {$500.00} for 90 days ). I met the deposit requirements and have not received the bonus. They now refuse to pay. This is bait-and-switch and illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32605
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX - I receive a call about fraud in my account, on the phone for over an hour trying to solve it but I had to get off the phone because of an appointment. Account gets locked. XX/XX/XXXX - I send Ally bank the information they requested ( selfie, photo of my ID and SSN cards ) XX/XX/XXXX - account is still locked. Husband and I are on the phone for an hour trying to solve it. Phone gets disconnected, no call back XX/XX/XXXX - account is still locked. Can not access any of my money, either in checking or savings
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: The financial institution ( Ally Bank ) is not properly recording transactions and is not allowing transactions to be disputed based on their inability to properly record or report transactions. On XX/XX/2022 a charge in the amount of {$200.00} was withdrawn from my account with the Bank listing XXXX XXXX as the business. This is a XXXX in XXXX XXXX Colorado, a state in which I do not live. I promptly disputes the transaction. Nearly 3 months later on XX/XX/2022 they closed the dispute saying it was an authorized charge to XXXX XXXX XXXX and once again removed the money from my account on XX/XX/2022. Obviously this was confusing as that is not the business I was disputing a charge to. I called Ally Bank and they repeated that it was an authorized charge and that they had sent a letter informing their customers of an issue with transactions not being reported properly. I asked the customer representative when they sent the letter as I did not recall receiving it. She asked me to wait while she searched to see when it was sent only to tell me that they in fact did not send a letter. I am at a loss for why they are not required to inform their customers that the information we ( the customers ) are seeing is apparently not accurate. This conversation with Ally happened today, XX/XX/2022 and I am still not sure who the transaction for {$200.00} was actually for. It seems to me that a financial institution should have an obligation to accurately track the transactions of their customers and if they are unable to they should have an obligation to notify customers of their inability to do so. Im still not sure who the charge was for, what charge I disputed or whether or not it was properly disputed. Unfortunately when I notified Ally that I was unhappy with their resolution the short of what they told me was too bad. That feels, at best, unethical and at worst I am not sure if they are actually stealing money from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: 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 3 credit bureaus to validate these accounts ( A ). It is not permissible to fail to validate these reporting accounts as unverified information without providing any proof within the time frame specified by law. My credit report includes the following erroneous information that needs to be investigated and correct : ALLY FINANCIAL XXX Opened XXXX XXXX, XXXX Balance {$21000.00} ; ALLY FINANCIAL XXX Opened XXXX. XXXX, XXXX Balance {$0.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A