Date Received: 2022-04-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Chronology of Contacts with Ally XX/XX/XXXX transfer request for IRA in amount of {$68000.00} was initiated via facsimile XX/XX/XXXX Ally called to say signature faint XX/XX/XXXX transfer request resent with dark signature XX/XX/XXXX multiple calls to Ally told signature faint. Eventually told Ally said signature faint. Left numerous messages for spoke with XXXX, XXXX, XXXX XXXX, XXXX, XXXX. No phone calls returned on XX/XX/XXXX Executive leadership team would call with 1-2 business days. XX/XX/XXXX Resent transfer request for third time via XXXX overnight delivery. XX/XX/XXXX spoke with XXXX XXXX XXXX- no idea where the transfer request is. According to XXXX Transfer request was received by Ally on XX/XX/XXXX @ XXXX XXXX XX/XX/XXXX spoke with XXXX who assured she would follow up but had no idea where the transfer request form was. XX/XX/XXXX spoke with XXXX, XXXX- no idea on where the document was. XX/XX/XXXX spoke with XXXX who was trying to find out if transfer request form was in the mail dept., imaging dept., operations dept., transfer dept. she promised to call back in 15 minutes. Did not call. XX/XX/XXXX spoke with XXXX - no idea where document was - refused to take a message for XXXX or any other supervisor to call back. XX/XX/XXXX spoke with XXXX - form received yesterday and is being escalated for processing. In the course of this issue, messages were left for and requested phone call returns were requested from multiple people, including general supervisors, XXXX, XXXX, XXXX XXXX, XXXX, XXXX. Other than XXXX on 2 occasions, no phone calls were returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I went to XXXX XXXX XXXX XXXX in XXXXXXXX XXXX in late XX/XX/XXXX and traded in a XXXX XXXX XXXX which was financed by Ally Auto Financing. All paperwork was signed and I thought everything was fine. I got a call on the last week of XX/XX/XXXX by the finance manager at the dealership telling me they screwed up the paperwork and I needed to come re-sign. I did this and then realized because of their paperwork screw up, they had not released the payoff amount for the XXXX truck to Ally Auto. When I check my credit report on XX/XX/XXXX, the installment loan through Ally had been reported 30 days past due because they did not receive the payoff in XXXX. I notified the dealership and finance manager. The finance manager said he would check into it. He never returned my call and was always " out of the office '' when I called back. After this happened, my credit score dropped over XXXX points. And it is still negatively affecting my credit rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I reached out to Ally Financial XXXX, XXXX, ( XXXX ) XXXX, XXXX, XXXX and XX/XX/XXXX to advise of financial hardship due to losing my job due to a massive employer layoff due to COVID19. I lost my job XX/XX/XXXX, gained employment XX/XX/XXXX and lost my job again due to catching the virus XX/XX/XXXX. I advised Ally Financial of this each time, each time I gained employment and each time I lost employment. When I was granted financial assistance, and payment arrangements were made, Ally Financial still reported my accounts as past due 30, 60, days which is against the CARES amendment credit act. When I applied again because I saw via the company website that COVID relief was available, I was denied more than 3 times in a 3-month time span. I asked and sent documentation as to why the company was advertising that it was offering COVID relief and was not and I never got a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Hi I see 5 hard inquiries that dont belong to me They are unauthorized this is not my account I had lost my license..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19140
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Ally Financial blocked all of my payment accounts, my XXXX XXXX XXXX XXXX Account ( because I made a double payment and Ally Financial stated they would send a check, instead of processing the refund via the same method the loan was paid, I did not want to wait XXXX XXXX weeks for a check so I had XXXX XXXX take the payment back ) and as a result, Ally Financial blocked that debit card AND account number from being able to make payments. They also blocked my VISA debit card and account from making payments because although I was on autopay, I made an early payment and Ally took a second payment out of my account, same situation. They blocked all of my methods of payment and still demanded payment for my loan which was due but again, I could not make payments. Not only were late fees that were almost {$100.00} added to account but late payments were reported to the credit bureaus as well because according to Ally Financial it takes weeks to unblock accounts, and this was not something that could be done overnight. I don't understand how you can block a consumer from making payments, take 2-3 weeks to unblock an account, tell the consumer you will contact them after the accounts are blocked, never contact them, charge late fees and report late payments to the credit bureaus. This
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: This was not sent in error. I am a consumer by law and my information was misused and now I have false not 100 % accurate accounts on my credit report. There has been unauthorized used of my information and credit report. ALLY FINCL Bal. {$20000.00} Acct # : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32311
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I went to XXXX XXXX XXXX to look at buying a new vehicle. I told sales person i only wanted my credit ran 1 time so i wouldn't have multiple hard inquiries on my credit report, now Im seeing at least 5 or 6 finance company on my report for the same day that my credit was ran at XXXX XXXX, that the only car lot I went to and only company I had run my credit. Can I have these hard inquiries removed?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
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: When I originally purchased the vehicle in XXXX the car dealership charged me for an additional XXXX insurance policy which I did not request. After noticing the charge on my bill of sale, I contacted the dealership and the dealership refunded the amount which was approximately {$3000.00}. The refund was sent to Ally who should have subtracted the {$3000.00} from the original financed amount and re-calculated the interest fees pursuant to a loan for approximately {$3000.00} less. The dealership did not send me a refund for {$3000.00}. Instead they sent the approximately {$3000.00} to Ally who, at that time applied the entire approximately {$3000.00} to the interest fees that were already established on the account and told me that I did not have to make a payment until XXXX of XXXX. Now that my car has been totaled, the insurance has paid the car off ; Gap is refusing to pay because Gap is stipulating that Ally owes me approximately {$6000.00}. Ally is stipulating that I still owe a remaining balance of {$2300.00}. This issue would be resolved if in XXXX of XXXX, Ally would have put the approximately {$3000.00} refund toward the principal balance and subtracted unnecessary interest fees due to the smaller necessary amount requiring financing. I would like Ally to recalculate the interest fees that were erroneous and should have been recalculated at the time the lump sum payment was issued ; and/or certify that the approximately {$3000.00} should have been utilized and subtracted from the principal balance as opposed to the interest fee balance ; because it is obvious that the approximately {$3000.00} was applied to interest fees entirely in error. The car has been paid off and Ally is still claiming that I have an outstanding balance due to Ally 's error in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91763
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Hello the bank was offing free printouts of peoples credit reports and I saw alot of unknown accounts, names and addresses being reported. I think they have me mixed up with someone else and I need this issue resolved. ALLY FINANCIAL opened XX/XX/XXXX for {$18000.00} XXXX XXXX opened : XX/XX/XXXX for {$730.00} XXXX XXXX XXXX on XX/XX/XXXX for : {$2100.00} XXXX XXXX XXXX was opened : XX/XX/XXXX for {$4200.00} XXXX Account was opened : XX/XX/XXXX Account Balance : {$0.00} XXXX XXXX was opened : XX/XX/XXXX Account Balance : {$860.00} Fraudulent Inquires/Unauthorized inquires Company Name : XXXX XXXX XXXX Inquiry Date : XX/XX/XXXX Company Name : XXXX XXXX Inquiry Date : XX/XX/XXXX who XXXX XXXX is XXXX XXXX XXXX?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19150
Submitted Via: Web
Date Sent: 2022-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: RE : Ally bank Money market account is locked 2 weeks after receiving the transferred funds. Dear Madam/ Sir, I successfully opened the Money Market account online at Ally bank, providing requested documentation and once I have received the confirmation from Ally bank, I transferred {$150000.00} to this account on XX/XX/22. Subsequently I have received the debit card as well as check book. On XX/XX/22 at XXXX XXXX, I have received an email from Ally bank indicating : Your telephone PIN has been changed. If you didnt make this change, call us immediately at XXXX. I replied to the email that I have not made any changes to the account and since I have never set any telephone PIN, I was positive that this is a phishing email. Since I have not received any response by email, I called the customer service on XX/XX/22 and XX/XX/22. Despite providing repeatedly my name, SS, DOB, address, mothers maiden name and security question that I set up during opening the account, to at least dozen of agents and their supervisors, who refused to provide any information and transferred me to an agent at the " loss prevention department ''. She asked the same identification questions. As these were not enough to identify me, she inquired about my height. At this point, it was not clear to me where this was going and how my height would be an identifier and the purpose of this phishing email sent by the Ally bank to lead to this type of interaction. This agents interaction was far from a professional employee of a reputable bank and her rudeness was astonishing at a point that I felt unease about who Ally bank hires, where are they operating from, what are their backgrounds and what kind of training or education do they have, if any and whether the security of the sensitive data of a customer is of any importance to the Ally bank leadership. She mentioned I will receive an email. The email was different from an official letter from a traditional bank and was written in a casual manner with lots of abbreviations, requesting to upload and send her on an " unsecured email '' the SS, DL, A selfie holding DL, UB. Subsequently, I realized that she locked my account. On XX/XX/22 I received another email from Ally bank to call loss prevention department at XXXX. I called on XX/XX/22 and gave the agent SS, DOB, address, security question, mothers name. Nevertheless, if all these informations were not enough, she asked to send documents requested before, over an unsecured email. When I questioned why these documents were not requested at the time of opening of the account. She simply hanged up. I called a supervisor and she mentioned I will be contacted by an specialist. It has been a week and I have not received any correspondents from anyone at Ally bank, while my account and money is sequestered by this corporation. I am not clear how does the leadership at Ally bank provide safeguard and data security and prevention of data breach of the customers when any customer service agent directly requests and has easy access to these data on their personal computer at home during the phone conversations that could be easily stored and hence leading potentially to data breach. It seems Ally bank hires very young and inexperienced employees without proper training to work remotely to increase profitability of the corporation with complete disregard of possibility of the data breach for the customers and lack of confidentiality. Furthermore, what has been striking is the lack of customer care or complaint department. In 21st century, they provide the customers with a po box mailing address to file a complaint, clearly to deter customers to do so.That speaks loudly for the approval of the leadership of this corporation regarding this well organized process to harass the customers and trapping their funds and profiting by investing on the well locked funds after so called misleading " successful account opening ''. I am conflicted and concerned about the purpose of the misleading phishing like e-mail, in attempt to force the customers to call the customer service, in order to lock their account and funds, regardless of all the identifiers confirmation. This was mentioned and confirmed at least by two agents, stating : Thats what Ally bank does. In addition, searching online, I encountered many similar complaints from customers receiving the exact phishing like email message after successful opening of the account and transferring the fund. Some people felt courageous to send their sensitive documents via unsecured email. Nevertheless, their account remained locked and their funds were sequestered by Ally bank. I would like to get advise as why these documents were not requested and authenticated at the time of opening of the account before the approval and transferring funds. I wonder how this is explained and legally approved at their state and federal regulatory compliance requirement. At this point, I do not feel comfortable to upload my sensitive documents on an unsecured email and much less I feel very uneasy to send them to the employees at the loss prevention department. In case they require to provide more documentation for closure than opening the account, I do prefer to upload them securely online at Ally website, as I have done for opening the account. However, I do not have access to my online account, since it has been locked. I greatly appreciate your advise and assistance in this matter and thank you in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2022-05-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A