Date Received: 2022-01-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2022 customer service representative named XXXX ( or '' XXXX '' ) said " yes, you can open an account here and we will not charge stop payment on cashier check we call them official checks there is no cancellation fee. we will charge you {$15.00} to overnight mail your requested XXXX official checks. ". I than opened my account with Ally bank over the telephone with XXXX and received wire deposit instructions. I sent a wire of {$1100.00} from XXXX XXXX XXXX XXXX XX/XX/2022 and it posted in my Ally bank account the next day on XX/XX/2022. I called Ally bank on XX/XX/2022 requesting XXXX expedited official checks. Ally bank said that the {$15.00} fee is per check and that their is a {$25.00} stop payment fee. I said mail the checks and Ally bank said because your requesting 10 official checks we think that is a strange request and we will put your account on a 2 to 3 day hold until tuesday XX/XX/2022 until we make a determination weather or not we will allow you to request 10 official checks. I explained to XXXX agent XXXX that when I opened the account on XX/XX/2022 I already asked these questions and XXXX did not explain the process accurate. I requested a supervisor. The supervisor name was XXXX, she said that XXXX gave me the wrong information and that stop payment fee on official checks are {$20.00}. I told XXXX I am disappointed in your bank giving wrong inaccurate price quotes and set wrong expectations about how soon I could receive an official check. XXXX disconnected the phone line and placed a block on my account. I logged in on XX/XX/2022 and my Ally checking account has a message " online access temporarily blocked ''. I called the same XXXX hour Ally bank customer service number XXXX and XXXX picked up the phone said he was " general service or customer service agent and that he could not give me information about my account status that I would need to call back tomorrow Sunday XX/XX/2022 ''. I requested a supervisor. XXXX employee number # XXXX said she is a escalation agent. XXXX said that XXXX gave incorrect information about the schedule of what he called the " support team '' XXXX calls the " XXXX XXXX Department '' will not be available until " maybe '' tomorrow. I asked XXXX is she sure, she said actually she does not know and that she now wish she can change her answer and say that the lost prevention department is closed Sunday XX/XX/2022 because of holiday schedule. I told XXXX it is very important that I get the correct information because her bank Ally Financial XXXX XXXX, has now created a pattern of bad behavior of giving wrong information and that I am a new customer and this is not the level of service I'm looking for. XXXX denied getting me the correct information about Ally banks lost prevention department 's holiday schedule. XXXX said that she will be disconnecting the call. I told XXXX my account is blocked online and that i have no money that I can live on. XXXX said ticket # XXXX on XX/XX/2022 XXXX blocked my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2022-01-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This account was never late - It was a deferred payment and was approved for deferremnt by them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-15
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: Ally Financial has reported late payments on my consumer report for the months of XX/XX/XXXX through XX/XX/XXXX. These payments were never late. This reporting is inaccurate and a violation of XXXX XXXX reporting standards for accuracy and completeness. In addition according to 15 USC 1681a 2 ( A ) ( i ) a consumer report does not contain any report containing information solely as to transactions between the consumer and the person making the report. I am aware that I am the consumer and Ally Financial is the person making the report. This reporting is a violation of my consumer rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2022-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-15
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have been banking with Ally for more than 4 years now ( savings and checking ) I use them primarily for my savings account, and in XXXX starting to create my emergency fund. Till about XX/XX/2021, I had between XXXX and XXXX inside ( I don't have the exact amount as I have not been able to access my account for over 30 days ). I had traveled and received an email saying my account had been locked on XX/XX/XXXX, and to contact the XXXX department. On the XXXX and XXXX I had called, and never got through to the XXXX department. On the XXXX I got through, and responded to the email saying I had spoken to someone ( rude ) about my account, and that I was told an investigation was underway. Since that day, I have called Ally bank almost 2-3 times per week to find out about my account. Every time I called in XXXX, I was told a different story- we can't tell you why your account is locked ( nor did they tell me on the XXXX, after spending over 15 minutes answering all their questions ) ; there is a 30 day investigation period ; there is no deadline for an investigation ; an investigator will call you. I called again last week, and was told my case will be addressed shortly. This week ( Tuesday I believe, the XXXX ), I called again and said I had reached the extent of my patience, it had been over 30 days and had not had a resolution to my account being frozen. I spoke to another person yet again, and she said she is contacting an investigator, and they asked when would be a good time to be called back, to which I responded ASAP as I need access to my funds. It is now XXXX morning, and I have not received any phone call. I still have no access to my funds, nor any explanation as to why or when it will be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70123
Submitted Via: Web
Date Sent: 2022-01-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Suspended my checking account transfer for no reason on XX/XX/2022
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Under 15 usc 1681n ( b ) Civil liability for knowing noncompliance, They have used my credit card and the inquiry is a receipt of the transaction that took place. I did not authorize this transaction 15 usc 1681a Exclusions.. 15 usc 1681a ( 4 ) infringed upon my right to privacy
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85008
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: XXXX XXXX XXXX XXXX Is another frequent number ALLY FINANCIAL is calling from. While in dispute they have been attempting to contact me via phone and email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44310
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2021 I sent in letter to remove inaccurate credit information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77090
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: On XX/XX/XXXX I leased a new vehicle from a local dealership, the lease was assigned and the vehicle was sold to Ally Bank XXXX XXXX. On XX/XX/XXXX my dealership contacted Ally Bank XXXX XXXX for the buyout amount of the vehicle for a trade in. The amount they were given was {$7900.00} higher than the buyout stipulated in the contract. I called Ally Bank XXXX XXXX and was told the extra amount was due to " regulations and taxes ''. As that didn't answer the question I asked the finance manager at the dealership to contact the dealer services branch at Ally Bank and they were told that I am not allowed to trade in vehicles leased by them and if I did the dealer must pay rull retail value of the vehicle. None of this is stipulated in the contract that I signed. On XX/XX/XXXX, I contacted Ally Bank XXXX XXXX again and spoke with Supervisory Account XXXX XXXX who told me that Ally does not allow dealerships to buy out their leases. When I pressed him to show me where that is in the contract he was unwilling or unable too. I continued to press him for additional information as to why they were not allowing me to exercise the option plainly stated in their lease contract which he refused to do. In the contract, besides buying out the lease, there is a option to voluntarily end the lease and turn in the vehicle, when I asked for specifics of how that would work he refused to answer and told me to contact my dealer. When I told him that I tried that but Ally Bank was unwilling to work with them so I needed him to explain how it worked again which he refused. This is the XXXX vehicle I have leased in the past 10 years and this BY FAR is the worst I've ever experienced working with a leasing company before. I've never seen a company try so hard to not honor their own contract in their favor!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX XXXX, XXXX, {$1400.00} was fraudulently taken from my checking account by way of my debit card information. I reported the fraudulent charge to Ally Bank on XX/XX/XXXX. I was told that two charges were attempted between the XXXX - XXXX of XXXX with the 2nd being successful. I received no notification to alert me of this money moving out of my account. I have received zero written correspondence from Ally Bank. Though, I was told thered be a resolution within 10 business days. Just this morning ( XX/XX/XXXX ), I was told by phone ( as we were calling often to find updates ), that Ally was not providing a provisional credit and had reached a preliminary decision to NOT refund our money. The charge is suspiciously identified as a XXXX charge, but we have identified this charge is in no way related to our XXXX account ( as there are payments listed on our Ally account as such and these are very different ; also, this is an absurd amount to be sent by way of XXXX ). XXXX is also connected to our checking account. Ally Bank told us that the fraudulent charge occurred by way of my debit card information. We are desperate to get our money back and the reasonable amount of time for this to be resolved has since passed. On XX/XX/XXXX, we had already reported the charge, canceled my card and unfortunately, have been unable to recoup any of the {$1400.00} that was stolen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A