Date Received: 2023-12-13
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I have spoken with the company ALLY regarding GAP insurance on my vehicle that was deemed a total loss on at least XXXX different occasions. And each occasion I was told that I did not submit the required documentation in order to proceed with the process. After submitting the same documents 8 times, now I am being informed that those documents aren't good enough. I am very frustrated and irritated with this entire process. The company ALLY does not want to pay out bottom line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48127
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/23, Ally debited my external XXXX XXXX XXXX account for {$5400.00}, a transfer I requested from my Ally online account on XX/XX/23. The transfer was scheduled to arrive in my XXXX XXXX account on XX/XX/23 ( see attached screenshot ). On XX/XX/23, I received a phone call asking me to call in. When I did, I spent a collective 75 minutes on the phone - the majority on hold - over 3 phone calls because I was disconnected twice immediately after being transferred to a supervisor. The phone call was to notify me that somewhere along the way, Ally misplaced my money. On my third phone call, with XXXX, I was told that the transfer had been reversed and would return to the XXXX XXXX account on XX/XX/23. As of today, it is not in my Ally savings account or my XXXX XXXX account. I called in for a fourth time over the weekend, and a fifth time yesterday, XX/XX/23. Yesterday I spoke with XXXX, who told me that the " back office '' had sent an email to XXXX XXXX but wouldn't go so far as to call them. Apparently whoever she spoke to advised that I would need to call. I have now spent approximately 2 hours on the phone with Ally dealing with their mistake. I sent a secure message to Ally yesterday, XX/XX/23, advising them that I would not act as a go-between for two large multi-million-dollar banks. I received the following message in response : " Upon review of the transfer, I am showing the funds were unable to be credited to the Ally account due to a suspension of your transfer profile. A reversal of the funds was then initiated. Unfortunately, the reversal of funds was unsuccessful. The fastest way for funds to be returned to the originating account is to file a dispute with XXXX XXXX Bank with the reason of Incomplete Transaction. As requested, I have updated the request to initiate the funds return once more. The reference number for this request will remain XXXX. A request will be sent to XXXX XXXX XXXX to return the funds to the originating account. I do apologize, I am unable to provide a timeframe of when the funds will be returned to the originating bank as it is dependent on the originating institution responding to our request. '' Ally has not explained why my " transfer profile '' was suspended. According to my email notifications, it was suspended at XXXXXXXX XXXX on Thursday, XX/XX/23, and reinstated at XXXX XXXX on XX/XX/23. Ally has not explained why the transfer failed other than that the transaction was incomplete. As the transaction was initiated at Ally, they need to resolve it. I would suggest they follow their own advice and file a dispute with XXXX XXXX XXXX. I would also suggest they make a phone call to XXXX XXXX rather than communicate via email. Considering the amount of time I have spent on the phone with absolutely XXXX resolution and no responsibility taken by anyone at Ally, I do not expect the result to be any different if I call XXXX XXXX Ally as an organization has much more power and sway than I do as an individual customer with no insight into the transaction issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have repeatedly requested to cancel the XXXX XXXX that I purchased from XXXX XXXX on XX/XX/23. Since I have 5 days to request a refund from my initial purchase, I sent an email with intent to cancel my membership on XX/XX/23 and again on XX/XX/23. I requested that the business refund my initial deposit of the {$1800.00}. Following up to my email, I called the XXXX XXXX phone line on both days, at ( XXXX ) XXXX. The first representative told me that their inbox was full and to try again at a later time. The second representative told me to give them 5 days to respond. I never received a response from them regarding refunding my money, until XXXX month after I filed a dispute with my bank. The reply came from a man named XXXX XXXX XXXX on XX/XX/23 and it did not address their lack of response the previous month. XXXX only emailed me to say that his legal department would be in touch with my bank. Since my money was never refunded and I never heard from them since, I have no choice but to start the process of taking legal action. It should only take one message to a business in the appropriate timeframe, for them to acknowledge that I am due a refund, especially since I was a hotel guest at the time. The disorganization of this business is not myjurisdication, but it should no longer be my burden.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: This company pulled a hard inquiry on my XXXX, XXXX and XXXX consumer report without my permissible purpose. According to the FCRA 15 USC 1681b - Permissible purposes of consumer reports ( a ) In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 1 ) In response to the order of a court having jurisdiction to issue such an order, a subpoena issued in connection with proceedings before a Federal grand jury, or a subpoena issued in accordance with section 5318 of title 31 or section 3486 of title 18. ( 2 ) In accordance with the written instructions of the consumer to whom it relates. This company has none of these documents or written instructions from me authorizing them to pull my report. I did not authorize this inquiry. The law states 15 U.S. Code 1681n - Civil liability for willful noncompliance ( a ) In general Any person who willfully fails to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( 1 ) ( A ) any actual damages sustained by the consumer as a result of the failure or damages of not less than {$100.00} and not more than {$1000.00} ; or ( B ) in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater ; I did not authorize this inquiry
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: Fraudulent accounts were opened using identity theft. One at Ally Bank and the other at XXXX XXXX XXXX I received a notification because the identify thief used my email address for the account. I called both banks where the accounts were opened. In both cases they refused to close the account and stated they would " restrict the account ''. They refused to provide me with details with exactly how a restricted account was secure or more secure than a closed account, refused to close the account because " I didn't open the account so I was not a customer of theirs, '' refused to provide me with a timeline of when the account would be closed. They only stated that they needed to conduct an investigation before any action would be done. When I asked for an estimated timeline for the investigation to be concluded they refused to answer. When I asked if I would be updated on the status of the account, they refuse " because I was not a customer. '' They claimed to " secure and restrict '' the account, but when I challenged them on the fact that they could not even secure the account from being fraudulently opened, how could they ensure restrictions of further fraud such as the opening of another account? Ally hung up on me without answering the question, XXXX XXXX XXXX refused to answer the question. My issue is these online banks are a hot bed for virtual identity theft to transition to actual theft. It is already alarming to deal with chasing down these fraudulent accounts and double checking if any money was stolen, but to then be denied the closure of a potential risk of future fraud perpetuates the nightmare to a daily basis of constant calls and monitoring. These online banks already seem to have less security in terms of opening and verifying an account than a traditional bank. Refusing to close a fraudulent account only exacerbates the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90025
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In the early morning hours of XX/XX/XXXX, I was awoken by my dogs because a towing company was trying to tow my XXXX XXXX XXXX The entire situation caused a scene in the front of my home in the vicinity of several neighbors ' homes. In fact, law enforcement was called, and they told the towing service that they had to leave. I had never received any correspondence from Ally Financial informing me of the repossession. The tow service did not provide me with any information, either. This incident occurred on a Sunday, so the following Monday, XX/XX/XXXX, I called Ally Financial regarding the vehicle because I had missed payments ; however, I had previously attempted several times to contact them, and they would not give me any information. One agent did tell me that the vehicle had been charged off, but I never received any information to this effect from the company. That Monday, I was able to speak with a representative, XXXX ( employee identification # XXXX ). He offered me a settlement of {$14000.00}, and he stated that I would have to pay this amount off within 12 months. I was given an amount of {$1100.00} to pay monthly. After having to deal with such an embarrassing situation in front of my home less than 48 hours prior, I felt that I had no choice but to agree to the terms since I needed a vehicle. I have been paying the amount since XXXX of XXXX. When I asked Ally to send me a letter stating the amount of the settlement, I was told that they do not send letters to that effect. They did send me a letter with a totally different and higher amount than what was agreed upon. The amounts on the letter do not add up to the amount that I am paying. I later discovered that a charge-off was placed on my consumer report without my permission ( FCRA ) even though I am still paying on this vehicle. When I disputed Ally 's practices, I was sent a copy of the contract. In reviewing that contract, I realized that I do not have an agreement with Ally Financial. My contract is with XXXX XXXX XXXX! At this point, I don't even know how Ally Financial manipulated their way into this contract. By placing the charge-off on my consumer report, they are damaging my creditworthiness, and, despite my requests, they are refusing to clear up the consumer report. I feel that Ally Financial and XXXX XXXX XXXX have conspired to take advantage of me, and they continue to prey on me with the high car payments for a used vehicle. It is my belief that they have violated several of my consumer rights, especially my right to privacy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: Ally Financial has contacted family, friends, and co/workers sharing personal information in regards to personal business. Multiple attempts have been made to clear my credit report from third party reporting agencies that I have not, nor had any prior business with. The report keeps coming back as verified and no solutions to my complaints. My fair consumer rights have been impacted because of false information, non privy information and outdated information. Has neglected to correct my personal information. Ally Financial has contacted family, friends, and co/workers sharing personal information in regards to personal business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On Friday, XX/XX/XXXX, I submitted a transfer request on my online account to transfer {$6000.00} to a bank account in my name that I had verified by confirming 2 small deposits. On Monday, XX/XX/XXXX, I attempt to sign in to verify the status of my transfer. My account was locked, and I was instructed to reset my password. When I attempted to reset my password, I was told to call. I called Ally, and after a 30 minute cal, I was asked to verify information about my account. I provided all of the requested information. As the call was ending, I was told that the account is under review for activity, and there is no additional information available. When I asked how long the review would be in place, I was told that I could not be provided this information. I was told to call them for updates, but they would only contact me if they needed more information. The {$6000.00} is a loan from my parents to pay my payroll on XXXX. Now, my account is locked and I have no guarantee that the funds will be released or when the investigation will end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX I tried logging onto my mobile app for ally bank. An error message stating that " Sorry, our mobile app is not working right now. Please call us for further details. '' This happens multiple times a week unfortunately. When I call Ally bank when I have the time, they do not tell me why the mobile app is not working. They just tell me " no one has called today telling us the mobile app is not working. '' Even though there are several forums online and their reviews online stating that there mobile app is not reliable and not accessible. Sometimes it will say we " we are experiencing technical difficulties, please try again later. '' I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: ALLY CONTINUES TO IGNORE MY CALLS, THEY DENY ME TO SPEAK TO A SUPERVISOR, THEY SAY A SUPERVISOR WILL CALL BACK BUT THEY DO NOT. THE PERSON WHO ANSWERS CALLS IS ALWAYS THE SAME FEMALE, SHE DOES NOT LISTEN TO WHAT MY CONCERNS ARE. ALL SHE REPEATS IS THAT I AM LATE ON PAYMENTS, SHE IS RUDE, REFUSES TO LISTEN TO MY CONCERNS. I HAVE CALLED NUMEROUS TIMES AND THEY WILL NOT LISTEN OR HELP, JUST THREATEN ME. I WENT MONTH BY MONTH ON ALL THE PAYMENTS I MADE, BUT IN XXXX I SIGNED AND FAXED 3 TIMES TO ALLY, THEY FORM THEY APPROVED FOR A DEFERRAL OF 1 MONTH. THEY ARE TRYING TO SCAM/CON ME. THEY NEVER DID WHAT THEY APPROVED ME FOR/A 1 MONTH DEFERRAL ON MY CAR. THAT WAS BECAUSE OF XXXX. I TRIED ANOTHER TIME TO GET A DEFERRAL AGAIN, THAT WAS ALSO BECAUSE MY HUSBAND AND I BOTH GOT SICK WITH COVID FOR A SECOND TIME, ALLY REFUSED TO HELP US. THIS ALLY BANK HAS CONED ME FOR THE LAST TIME, I HAVE ALL THE PROOF ABOUT PAYMENTS & DEFERRAL CONTRACT THEY APPROVED, AND I FAXED THEM 3 TIMES. I HAVE BEEN TRYING FOR MONTHS TO GET THIS FIXED AND RESOLVED BUT ALL THEY DO IS IGNORE AND THREATEN US. I ACKNOWLEDGE THAT I DO OWE LATE FEES BUT THAT'S BECAUSE I'VE BEEN VERY SICK SINCE I CAUGHT XXXX AND NOW I'M CLASSIFIED AS 100 % HANDICAP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10703
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A