Date Received: 2021-06-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: In late XXXX, I tried logging onto my Ally Bank account to retrieve a financial statement. After trying an old password twice, my account was blocked. I attempted to reset my password through the 2-factor authentication, but the code never came to the mobile phone tied to the account, despite multiple attempts. Im currently abroad and called Allys customer service number long distance and was on hold for 20+ minutes while being charged XXXX} per minute before I finally spoke to someone who was supposed to resolve the problem. Midway through, the call cutout and my issue was not resolved. Instead of going through the expensive process of calling Ally again to address their own issue of not texting me the code to reset my password, I reached out via direct message to their customer XXXX account, XXXX XXXX, on XX/XX/XXXX explaining the situation. They told me to call again ( which I explained was too expensive for me to do ) or use the chat featurewhich you can only do when youre signed into your account ( reminder, Im locked out of my account ). On XX/XX/XXXX, XXXX XXXXXXXX on XXXX asked for my name and phone number so someone could get in touch. I supplied that information on XX/XX/XXXX. They acknowledged receipt and told me someone would reach out shortly. On XX/XX/XXXX, I reached back out to XXXX XXXXXXXX to let them know no one had gotten in touch with me. They then asked if I could provide the phone number associated with my account because they could not identify it based on the information I gave them ( this seems like something they should have reached out to me about, instead of me having to follow up for a response ). I provided them with this information on Sunday, XX/XX/XXXX. On Monday, XX/XX/XXXX they again said they would pass this information on to a team member who would reach out soon. Also, on Monday XX/XX/XXXX, I replied and pressed them on when someone would reach out and how, reminding them that theyd told me someone would reach out before and no one did. I also reminded them that I was abroad and time zones were different, so we needed to set up a time and make sure they were calling the right number. I was then told ( still on Monday ) that someone would reach out within 24 hours without further clarification. I asked how the representative would contact me on Tuesday, XX/XX/XXXX and no one responded. On Wednesday, XX/XX/XXXX I reached back out via direct message and a public tweet since no one ever got in touch with me and received no response from XXXX XXXX. Today, it is XX/XX/XXXX and I have sent multiple private DMs and public tweets to the account with no response. I am still locked out of my account and have reached out via multiple channels to Ally to resolve my issue, to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Credit was run thru several lenders without permission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27909
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX said I had to dispute this with the police department, as I have had my identity stolen in the past. Police Citizen Report tracking number : XXXX ( for the other fraudulent inquiries ). Here are more hard inquiries that I did not authorize : Ally Financial XXXX XXXX XXXXe XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98408
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report it has been well over the 30 days and I haven't received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90249
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This is a follow up to a previous filed complaint - XXXX Ally Financial 's response states they have no requests from me prior to XX/XX/XXXX to stop calls, however this is incorrect, as I have record ( as indicated in my initial complaint ) of speaking to an Ally representative on XX/XX/21, during which time I requested that their calls stop. Despite this request, I was called again on XX/XX/21. On that call, their agent indicated that she was showing my number had previously been added to Ally 's internal " do not call '' list, and she wasn't sure why I was being called again. The written response from Ally 's representative - " XXXX XXXX '' - also states, " If you have any questions, please contact me at XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, '' however when I attempt to contact XXXX at that number, I only reach a voicemail box. I've left a voicemail and attempted to call XXXX several times, yet I never receive any call back. Ally is misstating the facts surrounding my complaint, as well being non-responsive to my attempts to contact them, despite XXXX XXXX offering to answer any questions. These two points further bolster my position that Ally is not acting in good faith, and have violated the law. Once again, I am requesting that Ally compensate me in the amount of {$1000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32812
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
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 am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Ally Bank arbitrarily FROZE my account on Friday afternoon XXXX XXXX with no warning or explanation. I called and the fraud detection department personnel gave me no information. I have called daily since it was frozen. Finally investigator XXXX, as no one gives last names, told me it was about a wire recall. The sender said he did not recall the wire and he said he called his bank, XXXX and they did not recall it but Ally is saying they did. So I authorized them to just return the wire funds and open my account. Still a week later after the wire was returned and nothing. They give you no explanation and tell you it takes as long as it takes to investigate the account. First it was 3 days then it was up to 30 days then it was 30 days or longer now it Takes as Long as it Takes. These are the answers I have gotten. Meanwhile all my money is locked up and my bills have bounced, my credit has tanked, and I have had accounts closed for non payment. I even had one of their agents LAUGH at my distress on the phone. He thought it was so funny. I am angry that they can lock me out of my account with no warning and No preparation. Angry that it has been almost 3 weeks. Who can go 3 weeks with No funds? I have opened a local account so that I can go and speak to a person when I have an issue. I chose Ally for convenience and that has bit me in the XXXX. I highly recommend NO ONE USE ALLY BANK!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32060
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The Information you provided is incorrect but Ill use the letter you sent to send to the Attorney General to go with my case that was opened. I sent letters to you by certified mail and I sent that documentation to the Attorney General so it shows on record you received the letters I sent you just failed to respond in a timely manner according to the FCRA and the FDCPA. Secondly you continue to send documents to an attorney that I never told you is representing me. They sent letters for me but to file additional charges I chose another law firm. Your letter stated that you received a payment on XXXX, XXXX 2019 which is false because that didnt come from me Ally took a rebate that shouldve been mailed to me. Everything in your letter is false and I have documentation to dispute everything you falsely stated. You continue to mark these letters as a duplicate but I will get this matter resolved legally whether you want to address it or not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46260
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I owe Ally Financial {$2.00}, XXXX for the remainder of my vehicle loan. I paid {$210.00} and {$200.00}, because I am trying to pay the loan off, however when I checked my account It still comes up as {$2500.00} and not the reduction from the initial payment of {$2100.00} and he stated that the XXXX was forwarded to XXXX payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This company violated the fdcpa by repeatedly calling me after I stated that all communication should be done via mail. I have also received calls from family and friends that Ally Financial has called and texted them numerous times about an alleged debt owed. This is not only a violation of the law on my behalf, but also on my family and friends behalf too. In order for Ally to furnish information to credit reporting agencies they need my permission and validation of the debt. I do not own any debt. Debt is an obligation therefore this debt is not my obligation and the alleged amount owed is null and void. Only the consumer can validate a debt, I am the consumer and deny all allegations of debt owed by me to Ally and demand that my credit report reflect such. 15 usc 1681 ( b ) states If the transaction being reported on a consumer report is not a consumer credit transaction, it can only be reported with permission from the consumer 15 usc 1681b ( c ) ( 1b ) ( iii ) states a consumer has the right to privacy and can ELECT to have his name, address, and any other information excluded from a consumer report. I ( the natural person ) didn't initiate any transaction, the corporation/organization initiated the transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35215
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A