Date Received: 2021-08-10
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: I recently bought my car at the end of my lease with Ally. The buyout amount was {$19000.00}. I took out an auto loan with my credit union for {$20000.00}. A check for {$20000.00} from my credit union was mailed by me and received by Ally on XX/XX/2021. Since then, I have not received the title of my car for me to send to my credit union, nor have I received a refund for the overpayment of {$1200.00}. I have contacted Ally 's lease-end department several times and have been told that the 'buyout department ' is slow to respond and is not responsive to their colleague 's attempts to reach out. I made it clear that filing a complaint with the CFPB was my next course of action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18064
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I made my XX/XX/2021 payment on the day that all of my loan payments have been due which is on the XXXX of the month. Ally financial reported this payment as 30 days late. I spoke with a customer service representative on the phone who confirmed that I made the payment on the correct day it was due but because the month of XXXX had 31 days in it I should have made the payment earlier instead of the day that it was due on. The customer service representative was extremely unprofessional on the phone. When I asked to speak with a manager I was told that the manager would tell me the exact same information and that I would be on hold for 35 minutes ; before I could even respond I was placed on hold only to be transferred to the incorrect department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48035
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I wanted to complete an online withdrawal from my account, not getting access to this account for quite some time I could not remember my credentials. So I called ALLy, After answering every question that the ALLY asked me and being on hold for 30 minutes I finally remembered my access and completed the transfer on line. I then received an email from ALLY confirming my transfer. At XXXX I received an email that my transfer was suspended, I called ALLY in the XXXX to inquire why it was suspended. They stated I did not have enough funds, which was then proven wrong and then they stated a Rep suspended because I did not answer all her questions on the phone. I answered every question that was asked of me in a timely and complete manner. Now they are telling me that I have to make this transfer all over again. They screwed up transfer, kept me on hold for over an 1 hour of my time and then they make me a victim to start the process all over again. They and it states on the email, that they " temporarily suspended '' the transfer, so they should easily remove the suspension and complete my transfer. They refuse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: My vehicle was repossessed by Ally auto company. They stated that I defaulted on my lone but they stopped taking payments in XXXX of XXXX. In XXXX of XXXX and again in both XXXX and XXXX of that year I was contacted by ally about a past due amount on my account witch I offered to pay in full all three months. All three time my payments offer was denied. They continued to take my monthly payments. Then suddenly in XXXX of XXXX they stopped. I didn't realize this until just recently. I had no notification that they were not taking the payments. On Monday XX/XX/XXXX of this year they repossessed my vehicle stating breach of contract for nonpayment. I have tried to contact them to find out what was going on and there reason for not take payments. I could get no answer after being transferred from department to department. It is apparently clear that the reason my loan went into default is there decision to stop taking payments. Not one person could answer why. When I got transferred the last time to the department I started with I was informed that suddenly I wasn't on the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40403
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: An employee of XXXX XXXX has fraudulently taken a loan for {$16000.00} with my name as a cosigner for a new car. I was alerted to this by the credit company as the individual has stopped making payments. I was never at the dealership authorizing any loan in my name. I contacted the dealership numerous times to get this resolved. They refuse to do anything to correct the matter. I have contacted the loan company and was told that the dealership has to correct the issue. Please investigate the dealership located at XXXX XXXXXXXX XXXX XXXX XXXX XXXX, Maryland XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ally Financial reports my loan balance inaccurately to the three credit bureaus which drops my credit and FICO scores. Ally also never reports my account monthly. My credit reports usually say no information or are three months behind. When you talk to representatives the issues arent immediately solved even after submitting disputes and waiting 30 days. Ally Financial continues to not update my account timely and accurately which has had a negative effect on all three of my credit reports. Currently I owe {$5800.00} on a vehicle. On my XXXX and XXXX reports Ally Financial reports me owing {$6400.00}. On my XXXX report Ally Financial has me owing {$6900.00} and 30 days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06450
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I scheduled a wire transfer on XXXX early morning to a gardener contractor for some backyard work. The wire never got approved on XXXX and still shows a review status on XXXX. I was about to call ally and see whats going and only found out they locked my account without any notification. I called their support on XXXX and got transferred to their back office and answered several security questions. After the agent finally has assess to my account, she later found out she didnt have the authority to do anything and advised me to continue to wait. At the mean time I may end up having to cash out some of my funds in brokerage account just to pay for the home remodeling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94568
Submitted Via: Web
Date Sent: 2021-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: From XXXX of XXXX to XXXX of XXXX ally auto financing got ahold of me to inform me that I was XXXX dollars behind. I offered in XXXX to pay the entire amount they insisted that if I did it had to be by cashier check from my bank when I explained that my bank close branch office was 5 hours away and I couldn't get on from them but I was willing to get a money order from one of the local bank. I was informed that that just wouldn't work and if I was going to be difficult there was nothing else to discuss and they hung up. This repeated itself in XXXX with the agent calling me a few not so nice names. In XXXX when they called again I informed them that I was more than willing to pay in full what I owed and again the agent demanded I get a cashier check from my bank. I finally got the woman to agree to a money order from a local bank since I had to explain to her that it was almost the same because the money would be paid to the bank when I got it and then to them when they cashed it. She then said that was fine and I needed to have it overnighted I explained that I would have to wait till the first because I am on XXXX from the VA. She informed me that there was no possible way that they would wait the 6 or 7 days till the first and I was just XXXX living of of everyone else. I informed her to get ahold of there legal department before she said anything else she made a few unpleasant comments about not telling her how to do her job and hung up on me. I heard nothing else from them and they continued to take my monthly payments. Then I found out after they repossessed my vehicle this week that I hadn't been making my payment so I did some checking and discovered that they had decided to stop taking the payments on there own decisions. When I inquired as to the reason for the repossession I was informed it was because I stopped paying on it. When I checked I found emails from them that they had decided not to take the payment this i discovered had XXXX going on since the middle of XXXX without my knowledge. I explained to the gentleman I talked to and he assured me that that couldn't be possible but I insisted that he check when he did he got very quiet and just told me the name of the company that did the repossession. I asked him how they could do that and he wouldn't answer. I then informed him that I wanted all the paperwork and records that they had on my lone I gave him till Friday XX/XX/XXXX to have it to me. I have not received it nor will anyone there talk to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40403
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: Financial Institution - Ally Bank Loan Product - Used Auto Loan I, XXXX XXXX XXXX went to XXXX XXXX XXXX, NC on Friday XX/XX/XXXX to purchase a vehicle after losing a previous vehicle to a total loss situation. After 6 hours at the dealership, Ally Bank approved me, not for the $ XXXX I was asking for but countered at $ XXXX or less and they would approve the purchase. So I moved forward with the purchase of a XXXX XXXX with XXXX miles. I was excited to finally have a vehicle again. I provided the dealership with my Drivers License, SS Card, XXXX Tax Returns, 1099 Forms and 6 months of Bank statements. The deal was approved and I left with the car that day. The following week, a male representative from Ally called me to confirm my contact information and PII and confirmed the monthly amount and payment date and stated I would be receiving something in the mail with that information. The Ally rep congratulated me on the new vehicle and I ended the call. I thought the process was complete and I could enjoy my new vehicle. Then, the first week of XXXX, three weeks after the purchase, I started getting numerous text messages and calls from the dealership and from Ally Bank. The dealership was asking me for more income statements. Then the Ally Bank representative ( XXXX ) in XXXX, Florida contacted me on XX/XX/XXXX from the number XXXX, and also wanted more verification of income as the two years of tax returns and 6 months statements and my 1099 's were not enough. When I told her I was a Non Resident Alien of XXXX, and that I worked for XXXX and was paid on a 1099 and there was no additional information, documents or contact numbers I could provide to her, her tone changed. I also told her that I did not understand everything she was saying or asking me for since XXXX is not my first language. She then became very annoyed with me. I told her that I had no additional documents to provide and I did not understand why they kept calling me. She then told me on XX/XX/XXXX that she was denying the loan and that I needed to return the car. I tried to call her back multiple times on XX/XX/XXXX to discuss the matter to resolve it but she was not answering her phone. I contacted the dealership the same day and spoke with the finance office and they told me that XXXX had reached out to them on XX/XX/XXXX and that they would now approve the loan if I brought them an additional {$6800.00}, reducing the cost of the vehicle to {$14000.00}. I can not pay that as it was not the agreed upon term the date I drive off with the vehicle. I feel like I am be ing discriminated against since I was credit worthy to get the car, I have established myself in the US, I have a job and make money, pay taxes, and then because they don't like something, they come back and tell me I have to give it back my only form of transportation three weeks later. This is unethical and deceptive. I am now scrambling to find alternative financing and am so stresses out I do not know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
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: Hello, I am filing this complaint against Ally Financial Inc ( doing business in the state of California corporation # XXXX ; Agent of service for Process XXXX XXXX XXXX XXXX XXXX mailing address XXXX XXXX XXXX XXXX MI XXXX ), for violation of Unfair, Deceptive or Abusive Acts Practices. This is regarding an auto lease buyout Ally Financial Account # XXXX, vehicle information XXXX XXXX XXXX XXXX # : XXXX. On XX/XX/XXXX, I received a letter regarding terminating the lease and purchasing the above mentioned vehicle from Ally Financial Inc per my request [ attached as XXXX ]. On XX/XX/XXXX, I obtained a certified check from my personal financial institution in the amount of {$39.00}, XXXX. XXXX as required to terminate lease and purchase the above mentioned vehicle [ attached as XXXX ]. Ally Financial Inc processed this check on XX/XX/XXXX [ attached as XXXX ]. Ally Financial finally emailed a buyout packet on XX/XX/XXXX via XXXX, which contained confirmation for purchase of the vehicle, special memorandum of sale and receipt for payment and odometer disclosure statement [ attached as XXXX ]. Since XX/XX/XXXX I have been trying to find out how long it will take Ally Financial to mail out the title and I am told to just wait. Finally on XX/XX/XXXX I spoke with a supervisor named XXXX in the Remarketing/Out department attempting to collect more money than I am financially obligated to pay for the above mentioned vehicle and that since my account is being reviewed pending this collection Ally Financial will not release my title. Attached to this email is documentation verifying each aspect of this complaint. I have attempted to have Ally Financial Inc to release lien on the vehicle and obtain the title for the vehicle I have purchased.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91402
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A