Date Received: 2022-02-10
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I filed the XXXX claim after my car was totaled. Ally says they needed XXXX docs to complete the claim. I have emailed to the XXXX or XXXX times and they say its still not correct. They are pretty simple docs and the say they can't see the complete pay history that I sent. It's all in a pdf and if you got one you got them all because they all in one doc and very easy to read. I have spoken with them XXXX times abiout it. getting nowhere. I sense this a standard business practice for them
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: ALLY BANK committed fraud on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I didn't give these companies permission to run my credit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30117
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
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: I have several items that are reporting negative on my credit report in which I have done the following : 1 ) .XXXX - showing negative reporting in the amount of {$3200.00} - spoke with their recovery department and was advised that this item was zero in their system and had no idea why the credit bureaus were reporting it 2 ) .XXXX XXXX XXXX- {$2700.00} spoke with their collections and was advised this item is no longer in collections and was removed 3 ) .Ally Financial - {$37000.00} - spoke with their recovery department and was advised this item is not in their system. 4 ) .XXXX XXXX - {$1900.00} - spoke with them and they advised me that I do not any accounts that are in a delinquent status no did I have a account in a delinquent status. 5 ) .XXXX XXXX XXXX XXXX {$3200.00} - this is same XXXX XXXX XXXX for {$2700.00} thats is reporting negative on my credit in which it should be removed! The item above are ruining my credit and my chances of trying to buy me a home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60077
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Didnt give this company any authorization to check my score, and would like these inquiries to be removed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33069
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I have been consistently making my payments, until a few months agoXXXX finally caught up with me. I am a single mom, that doesnt receive child support, help with childcare, any sort of benefits or rent subsidies. With that being said, I have been self sufficient, without any issues. Since I no longer have help with my child ( she literally comes to work with me ), I had to go from 3 jobs-to just 1 job. I had money saved, but having to homeschool really threw my finances off. This is my first loan, so I am very new and somewhat ignorant about the process. I missed a couple of payments, for the first time, and I got really depressed because everything I have work for is slowly falling apart. I didnt know what to do, so I waited until I could come up with a little extra cash to submit any sort of payment. I came up with a small {$100.00} payment, which I submitted online. I had just opened a new account, and closed out my last bank account, so I had to update my account with Ally Financial. As I was submitting my payment, the system asked if I wanted to submit my payment via the bank information already listed in my account, I opted for the other option, which required me to submit my brand new account information. I updated my account, submitted the payment l, and I deleted my old account information. I just felt more comfortable calling Ally, once I was able to pay anything I could. I got in touch with a customer service rep, and she let me know I have some options to help ease my current financial hardship. The rep offered me a loan modification as well as an extension. I opted for the modification. She qualified me, and I agreed to submit a payment ( of about {$270.00} ), and she informed me I needed to sign some paperwork-and submit the payment and the paperwork within 10 days. Which I did. Within those ten days, I received an email stating my ( previous ) {$100.00} payment was declined due to insufficient funds. I was puzzled, and logged into my Ally app. After a little research, I realized Allys payment system attempted to process the payment from my old account-which ilia odd, considering I deleted that information, and manually entered in my new account information. I didnt think anything of it, until I received a random text message from Ally, stating that my modification could not be process. I immediately contacted Ally, and a customer service rep, without any explanation regarding why they were transferring-or who they were transferring me to, patched me through to their internal collections team. I explained I was calling because of the text message I received. The collections rep said something about a payment issue-and I asked if it was regarding the {$100.00} payment-and before I could let him know I figured out the issue, he started yelling at me. I was obviously not okay with being yelled at, for no reason, so I asked if I could speak to a supervisor-I hopes getting this all straightened out. The rep, along with every other rep I have spoken to, would not connect me with a supervisor. Ally doesnt seem to have any sort of account rep or Supervisor ( who can oversee my WHOLE issue ) they are willing to : allow their clients to speak to. Ive been hung up on, twice, when Ive asked, Ive been told that I can not be transferred-and that the rep would have to have the Supervisor contact me because they are working remotely. A modification team member assured me he would have a Supervisor contact me-which never happened. A collections team member once said to me : Of course you can speak to a Supervisor, but we have lots of Supervisors ( which he then began to recite various job titles from various departments ) -which one do you want to speak to? I ended up calling back, and speaking with a different modification rep. The rep explained that I could just submit a new modification-since my first modification didnt go through, I havent had one before, and you are only allotted one. I asked if I could transfer my {$270.00} payment to the new modification-which he declined. I told him that was no okay-Ally advertises that they, as a company, are willing to help struggling clients..because they are compassionate about the pandemic. The whole point of doing a modification/extension is to ease clients that are struggling financially m, I thought. The rep basically told me it wasnt possible, and suggested I call back, after some time passed ( due to my modification being so current, it was best to let that phase through the system, otherwise it could get confusing etc. I did just that. In the next conversation with the modification department, we went through the same process as the first modification-answered some questions and agreed to submit payment etc..within 10 days. When it finally came down to submitting everything-I tried doing so, on a Saturday, before I had to leave for work. Ally uses XXXX, for their virtual paperwork etc.. I logged into XXXX, and the first thing that pops up is a request to verify Im human, and actually ME. The system sends me a verification code, which I needed to enter, I order to to open and sign the document. I entered the code ( made sure I entered the correct code-which I did ), but the system is telling me it can not verify myself, so it is stating to re-enter the verification. Once again, I entered the code, then XXXX system is telling me that since I can not be verified, I was locked out if the system. I contacted immediately contacted Ally, and was told that the person that answered is part of Customer service, and could not help me. I told him it was urgent, but his hands were tied and he could not help, then he suggested I call back I Monday. I let him know I had to have it all submitted before Monday.but, he just repeated that there wasnt anyone that could assist me. I contacted XXXX support team. The XXXX rep was great! I explained my situation, so the rep looked into the problem. He then told me that there was nothing he could do, either. He explained that Allys documents can not be touched once I was locked out. Even though the rep could not help me reset the verification, he assured me he would try to contact someone from Ally. The DocUSign rep ended up Cc me on the email he wrote to Ally. As far as I know, he never heard back from anyone, and neither did I. After that, which was just a few weeks ago, my daughter and I got sick with Covid-I ended up in the ER because of it. A rep from Ally called my phone, and I let her know that I was very Ill, and would need to call her back-as I couldnt function due to my illness. Once I got better, I called back, and I requested another modification. The rep I spoke to told me I no longer qualified for a modification, and she didnt have any explanation as to why. Which was beyond frustrating. I told her I guess I would have to shoot for an extension. Upon agreement she told me I had to pay {$340.00} within 10 days, and on the 11th day I would need to pay {$420.00}. I was shocked, and asked the rep how that is suppose to be helpful?! Im struggling and yet Ally advertises themselves as a company that cares about people that are struggling due to the pandemic, but in all actuality, theyre using the pandemic to promote themselves. Asking them for help has made everything worse. As I was saying, I was stressed out and contacted Ally for some clarification. I spoke to a gentleman from the collections department about an email I received regarding my promise date. Which only mention a heads up regarding my upcoming promise payment of {$340.00} on XX/XX/2022. The rep read everything over, and stated that it seemed as if I only owed the {$340.00}, as of right now-and he assumed the other amount ( which he had no information about, in his system ) was just some I should make sure to pay asap. I checked my account to make sure everything went through alright, and noticed I was being double charged on an unrelated bill-which would then make my account NSF. So, first thing Monday morning, I made sure to contact Ally, and the rep that answered ( once again ) had no idea what I was talking about-once again, no notes on the account and no sign of an extension. I was super frustrated, and asked why they dont have account managers-then she offere to let me speak to mine-huh? I told her that would be great, and asked why after all the times I asked for any sort of account manager, I was always told the company doesnt have those. She said she didnt know and transferred me. My account manager told me that she only held that title for a week, and that the account managers switch off-whatever that means. She told me the dates I was originally told doesnt sound right, and my promise date should be for XX/XX/2022 because that would be 10 days of my first conversation. Now Im being told something different-AGAIN. On XX/XX/2022 I received the extension paperwork via USPS, which validated the payment dates/amounts I was told in the first extension conversation. This is literally what its like when dealing with Ally. They do not address or resolve any issues. Any time a rep would assure me I could speak to them, and explain my issues-I got interrupted. I looked at the reviews, and it seems as if every single client of theirs is dissatisfied with the company, and they are all dealing with the same issues, as me. There were even a few complaints about Ally not handing over the title after everything was paid off. I struggle with a XXXX XXXX every time I have to speak to anyone from their company. I feel like myself, along with so many other people are not being treated fairly, or even respected. I tried filing a complaint with the XXXX, and they responded with a letter detailing information regarding when I signed paperwork and what dates I made a payment etc. It made no sense to me. Something doesnt feel right. Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I always make my payments early. Up until now, they were always immediately applied. Now, however, they have selected to apply my payment on a date in the future. There are only two options when you pay these people online. Now or principle but next payment due. They have had mine pending for weeks. I also need to talk to someone about how they tried to scam me in the beginning. Instead of letting me pay for a protection plan by itself, they insisted on incorporating it into the loan itself. Which if they turned out not want to honor it, I would have been stuck paying it anyway. A month after having a vehicle I learned that there was a problem they were trying to hide with it. And this was on a 2018. These people are scum.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43212
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Ally Finacial is not reporting accurate information regarding the date of last payment made, they can not show any accurate paperwork verification they own this debt, I have requested proof regarding both of these matters with verifiable proof of ownership. This company does not own the debt/vehicle through XXXX and has never gotten pink slip or bill of sale, When I bring this to their attention they ignore my ( XXXX ) certified letters and send inaccurate templates with my info in the filled in areas. Thanks for the assistance and warm regards,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94553
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The details below coincide with a fraud alert I received on XX/XX/XXXX that my SSN has been found on the dark web along with details that it is not possible to know how long my SSN # has been available. As the victim of Identity theft I have been going through the trials and tribulations that come with being customized, including the need to keep lenders responsible ( the burden of proof is on the lender to provide details substantiating their claims ) knowledge of my SSN # being found on the dark web is not a first and wont be the last it will happenagain. However I have been proactive in protecting my file. Ally financial seems to be completely missing my alerts and shotgunning my credit on the daily getting through multiple inquiries for a single day when I may remove a credit freeze. Ally financial reports XXXX hard inquires every time this occurs. And is reporting inquiries and sending me letters of credit denial nearly every few weeks for credit I did not ask for. Requesting Ally Financial immediately cease and desist all association with my credit profile going forward and requesting removal of erroneous hard inquires regardless of where they were pulled ( whether the big XXXX CRAs or the smaller companies like XXXX, XXXX, XXXX, and the like ), placing my credit profile off limits to this lender until such time that I myself may request credit from them after confirming identity or internal safeguards are put in place to ensure consumers are not victimized by ID theft out of their control. Also reporting the company deliberately appears to report dual credit inquires showing as hard inquires each and every time they pull credit ( see below for dates ). I first had identity stolen which I discovered in XX/XX/XXXX. Immediately filed reports as recommended. My credit profile contains a current fraud alert notifying banks to call me and confirm identity BEFORE RUNNING MY CREDIT AND IF THEY CAN NOT CONFIRM THEY ARE INSTRUCTED THAT IT IS LIKELY FRAUDULENT. This bank has completely disregarded the fraud alert to date. The inquires below are unauthorized and should have been blocked by one or both of : my credit report freeze, or after confirming I did not request credit by calling me XXXX to confirm my intent per my fraud alert. I will submit that they have removed a couple inquires but the vast majority remain. Again, each time they pull using XXXX diff addresses so XXXX hard inquires are added. After seeing that they had turned down a consumer 1 day prior, there is no need to further inquire. Even if these requests were made by me and I was asking for credit from them daily, there should be internal controls to protect consumers from this erroneous reporting of hard inquires and further harming their credit score. I prefer to handle these matters outside of court, but I do have an attorney and will pursue damages if these inquiries are not removed immediately. I will stipulate that XXXX XXXX XXXX XXXX did obtain my permission to run my credit. I did specifically ask that they NOT shotgun my credit to lenders nationwide, rather asked that they keep it with XXXX XXXX where I had a pre-approval on file. I will agree that XXXX XXXX XXXX XXXX is responsible for this one instance. Aside from that, the inquires in XX/XX/XXXX are not authorized nor is the entry of dual inquires dated XX/XX/XXXX authorized. Specific dates ( each date corresponds to XXXX hard inquires from Ally against my credit profile with XXXX, but this complaint is for all reporting of inquires across any and all consumer reporting agencies large and small ) : XX/XX/XXXX - XXXX inquires from same lender XX/XX/XXXX - XXXX inquires from same lender XX/XX/XXXX - XXXX inquires from same lender XX/XX/XXXX - XXXX inquires from same lender XX/XX/XXXX - XXXX inquiry from the lender This is XXXX unauthorized credit inquires all harming my credit. With the possible exception of XXXX inquiry, the rest of these are inaccurate or a computer glitch causing repulls twice every XXXX day towards the end of XX/XX/XXXX. I will be filing this same complaint against multiple other lenders deliberately pulling my credit without full authorization of an identity theft victim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84025
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I attempted to add an external bank account XXXX XXXX XXXX XXXX XXXX ) to our Ally account in order to make transfers from Ally to our XXXX XXXX XXXX account. I did this through the Ally website and received an automated message that 2 small deposits would be made to my XXXX XXXX XXXX account. After those 2 deposits were made, I was to return to Ally to verify the amounts to complete the process. On XXXX I received an email from Ally that the account was rejected. I went back to their website and the message on the website indicated that I could delete the XXXX & XXXX account and re-add it at any time. I deleted it, but was unable to re-add it due to an error indicating that the ( optional ) account nickname had already been used. However, using another nickname or leaving the field blank ( as it is optional ) produced the same error. I called Ally and they were not able to add the account either. However, they promised the issue would be resolved in 1-2 days. I subsequently called Ally several more times and each time they would ask me the same questions, such as : " Is this account in your name? ", " What type of account is this? ", " What type of bank is this? ", etc. Ultimately, they would then tell me they needed another 1-2 days. After many calls over many hours, here we are on XXXX and I am still unable to add this account. Ally 's reps have informed me that they are not able to add it either ( confirmed again during a phone call on XXXX at XXXX EST ). There has been NO effort by the bank to actually resolve this. They simply keep telling me they need more time. 9 days is more than sufficient time for them to simply add an external account so that I can complete transfers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A