Date Received: 2021-12-28
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Ally financial calling non stop all hours of the day 7 days a week. Attempting to collect debt causing me stress
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was the victim of fraud on XX/XX/2021 in the amount of ~ {$1200.00} and Ally bank refused to pursue the disputed transaction saying that it was an authorized transaction. I have filed an XXXX complaint as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33441
Submitted Via: Web
Date Sent: 2021-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I made a XXXX transfer from my Ally bank account to a payee who has a bank account at XXXX XXXX. On XX/XX/XXXX I received a confirmation from Ally that the credit to the person was processed, however according to XXXX XXXX the money has not arrived. I tried to contact Ally customer service several times and they say that their part is done. When the other person contacts his bank they say the money has not arrived, which means the money seems to be lost and now I will have financial burden as I will have to make another transfer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2021-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I financed a new vehicle through Ally in XXXX, XXXX. In XXXX, XXXX I was furloughed from my career in an industry I have worked in for 12 years due to the Covid-19 pandemic and impact it had on the hospitality industry through no fault of my own. While receiving unemployment benefits, I reached out to Ally and the agent laughed at the situation. Please review the message regarding the interaction I sent to Ally : Ally Auto XX/XX/XXXX Good evening, I'm appalled and in shock from the experience I had with the Ally Financial call center this evening. I called this evening, as I received a phone call this afternoon from the call center regarding late payment. I had sent a secure message online around the payment due date indicating that my financial situation has been impacted longer due to Covid-19 and I was requesting an extension of payments or partial payment plan to get the loan back on track. No response. The call was made as a " debt collector '' and there was no response to the online message I submitted which did indicate two business days for a response. The call center even said that the message was never received. I see it right here in the secure message center? After speaking with the call center operator I indicated I would submit a payment for {$650.00} - the past due amount. This evening, I called to make that payment, and proceeded to explain how my financial situation has changed. As of today, I was officially laid off from my position and up until today, I was furloughed, with a return to work date of XX/XX/XXXX. I mentioned on the call with the first operator this evening around XXXX that same information and said that Unemployment Benefit pays {$240.00} a week and I would need to be able to come up with a payment plan or extension for payment which is when the operator began to laugh over the phone. I was shocked. Is this really how customers get treated? Is this how call center operators behave in the midst of a pandemic and millions of hardships across the country? You pride yourselves on wanting to assist the community in this time of need - I think the opposite now. This operator treated me more poorly than any business I have worked with or for as a senior manager. Your company should be ashamed. I'm not asking for anything except to speak to a supervisor or manager at this point and then I'm on a brief hold. The person returns and sounds similar to the person I was speaking to before but this operator assured me it was not the same person. Now this person came on the phone with no knowledge I had been a internal phone transfer and did not know what just transpired, which I find hard to believe. I continue to explain what just happened. He continues to be robotic in response and press me for payment, which I'm doing after I send this message. I only wanted to share this experience and hope Ally does better. The lack of professionalism, childish, belittling behavior by a business call center operator should be reprimanded for his actions. The call I'm guessing is recorded so I ask you to review it. I will make the payment now but someone in a senior leadership position needs to call me immediately. I will be making this public and I will be sharing this experience. This is not ok. No one should be treated like that. This was the first experience I had and ever since Ally continues practices that are questionable at best and Im sure break some level of consumer finance laws while showing no desire to work with me. It took 12 days from that message for a response or acknowledgment of the message to send me a message to call Ally. I was able to get a payment plan later on when I made several attempts to contact Ally that did not help me aside from extending the finance and would cost me more money. The past few months, I fell behind again, and I attempted to contact Ally Financial to make a payment now, the operator placed me on hold and said I would need to be transferred to the correct department, came back after being on hold, and said I would be added to the call cue and hung up or disconnected the call? No return call. This had happened more than once this month and all I was attempting to do was make a payment which I informed the agent at the beginning of the call. Ally threatens repossession ( which I believe is the action being taken ) but is not giving me the opportunity to do anything about it when I send messages online or attempt contact through the call center. Two partial payments I attempted to make, and even confirmed funds are available in my bank account for Ally to withdraw, had been returned, and Ally marked as returned in the Ally online portal which was never possible. This morning a large door tag notice was posted on my garage with big bold letters XXXX indicating theres an open investigation for this address with a case number and agents phone number to contact. I attempted to contact the agent and got no answer. I got a voicemail box, with a business name that was inaudible, the recording was purposely muffled and spoken fast. I was unable to leave a message as well because the mailbox was full as well. I believe this related to Ally after a XXXX search and customers with a similar experience. All account documents, and statements has been limited or unavailable to review in the Ally app or online portal as well which makes this even more difficult than it needs to be. See screenshots included with this complaint. All in all, these practices and behavior need to cease and I hope in sharing, someone or something can be done. 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: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was in a class action lawsuit with Ally financial for the past 6-8 mos. ( maybe longer ) and the people won, so the people were to get 2 things, a small monetary amount by check, ( which I have not received ) and since they reported wrong things on our credit report the were also to take any credit reporting from Ally financial off of all 3 reporting agencies... I see where they have removed Ally debt from XXXX but have not removed XXXX or XXXX... Please have the reporting agencies remove any bad credit from my credit report per the stipulation from the class action law suit with Ally financial.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-25
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: My vehicle was a total loss. My insurance company has paid their portion and now I'm on to my gap insurance. I have contacted Ally financial over the last 2 weeks requesting copies of my loan history and MSRP to provide to my gap to finally get the loan paid off. I have spent hours on the phone being told they wont provide the MSRP and I have yet to receive a copy of the loan history either by fax or in the mail all of which I am constantly requesting. I believe they are trying to milk up as much interest as they can and refusing to work with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 88005
Submitted Via: Web
Date Sent: 2021-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was looking through my report and noticed a vehicle that I returned to the dealership where it's reporting completely incorrect. I had the opportunity to talk to several lawmakers and friends, and learned some basic laws in regards to voluntary or repossession of a vehicle. Under the laws of MASS and UCC 9.506 as well as State XXXX and XXXX statutes, a deficiency can not be claimed unless all of the required notices were properly and timely given, and all of the allowable redemption and cure time limits were adhered to. PLEASE HAVE THEM IMMEDIATELY REMOVE
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX XXXX XXXX XXXX lied about amount of payment. They said they will change it after threats of taking the truck back but they had already sold my trade in. I was going to contact Attorney but then the wrote a new contract with the right monthly payment. Its been 2 months and Ally financial still does not have new contract. XXXX actually paid my last month payment but Ally broke their contract by not applying my first payment to the proper month. My first payment due date was XX/XX/21 I made payment XX/XX/21. After 5 attempts of reaching out verbally a emailed 2 times. Every associate from Ally has lied and said it will be taken care of in 2 days. I now have paid late fees and have to deal with this on my credit report. I feel they both are in Breach of contract Ally Financial and XXXX XXXX of XXXX Ks. Can anyone help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Problems at the end of the loan or lease
Subissue: Problem when attempting to purchase vehicle at the end of the lease
Consumer Complaint: I purchased my vehicle that was leased through Ally bank for XXXX years, at XXXX years and XXXX months I sent a cashiers check for the full amount of the lease buyout to Ally bank. They acknowledge this was received XX/XX/2021 and I just received the title for my vehicle XX/XX/2021 which is not even a complete title in my name ( excluding a need to visit XXXX of XXXX ). Because of this I have lost over {$4000.00} in the sale of this car, insurance, XXXX vehicle that I have now owned for over XXXX weeks, and I have the paperwork and quotes from XXXX, progressive and statements from a wholesaler who was attempting to buy my vehicle to prove this now is a loss of value for the sale of my leased vehicle. I called Ally Bank over and over for XXXX weeks, sat on hold for XXXX minutes at a time only to be treated like garbage by their staff once the calls were answered, I was refused email confirmation of phone calls, I was refused proof of my calls to Ally, I was refused any options to speak to anyone else such as a customer relations specialist. I was told to wait for emails that never came, and finally after demanding that I wouldnt hang up a call before they sent this required email, I finally got the email on XX/XX/XXXX which required signature after signature, then more asking & waited for Ally to complete their end of it while being threatened NOT TO SIGN UP FOR AN ACCOUNT TO TRACK THIS LEGAL SIGNED DOCUMENT IN ORDER TO KNOW WHEN IT WAS ALL COMPLETED. Then once again I waited a week to finally receive a title in the mail but its not even my COMPLETE, OFFICIAL TITLE OF OWNERSHIP. Its a title of sale that I am now required to take to XXXX of XXXX for assistance in completing the final title creation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48083
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Was informed in XXXX that my account was listed as past due and delinquent by all three credit agencies such as XXXX, XXXX and XXXX. I Started disputes with all three companies and a month later my payment balance was updated to 0 but still showed as a negative impact on my credit report and showed delinquent/charge off status. I then submitted proof of car being paid off in XXXX to all three credit agencies and there has still been no update to report. Under research, I found out an account could only be listed as delinquent if it is more than 120 days past due. This account has never been past due and proof was provided of the payments being distributed to the account to show great payment history and no months of payment being missed. I have been reaching out to Ally directly for months to not be able to get a department that could directly assist me or even provide any relief. This has caused my credit score to drop tremendously and show a negative impact. I have worked extremely hard to make sure my credit has stayed in good conditions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48236
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A