Date Received: 2023-11-08
Issue: Problems at the end of the loan or lease
Subissue: Problem related to refinancing
Consumer Complaint: I was in an at fault accident on XXXX XXXX XXXX XXXX XXXX is my insurance company which has wrongfully totaled my car. I understand the process of total loss. I told the Adjuster I wanted to owner retain my vehicle. I called my finance company whichbis Ally Financial and they agreed. XXXX XXXX refuse to send the proper documents to Ally Financial and Ally refuses to accept the XXXX car evaluation XXXX XXXX sent them. Ally said they need XXXX XXXX XXXX and XXXX XXXX keep stating they only use XXXX. XXXX XXXX stopped accepting my phone calls. I had to go to a local office to get a XXXX on the phonevand she stated she would send the XXXX XXXXhat Ally requested but never did. Meanwhile I pd out of pocket to get mylar repaired in the amount of XXXX to have transportation to work. Ally is forcing me to continue making payments and I saw on my account that another payment is not due until XXXX XXXX I did not make those payments. They are trying to take my car. I have never been late with an insurance payment or car payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX XXXX I was notified of an unrecognized transaction on my Ally bank statement. Some one had use my card info on XXXX and charged my debit card {$400.00}. It did not happen from my actual XXXX account and I have no idea who got access to my card or how it even happened. Once I realized this happened I contacted my bank directly explaining the issue. I was told to file a dispute and that it would take 10 days to hear back. Yesterday I got the letter from my bank stating since it was a third party transaction I needed to reach out to XXXX regarding the situation. But when contacting XXXX, they told me to contact my bank. So no one seems to be held liable to this fraudulent charge meanwhile I am out {$400.00} and had to get an entire new bank card while this scammer gets to roam free with MY money. I don't understand how neither the bank nor XXXX is liable to protect me or my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Struggling to pay your loan
Subissue: Problem after you declared or threatened to declare bankruptcy
Consumer Complaint: Dear Ally Financial XXXX XXXX Department, My name is XXXX XXXX XXXX XXXX, and I am the co-signer of this loan. For about a year I have tried to contact this company 's different phone numbers without getting any help at all, they just transfer me to a different numbers. I've called like XXXX different numbers. Let me briefly explain the situation ; In XXXX, a loan was requested by my sister XXXX XXXX XXXX XXXX as the main beneficiary and I, XXXX XXXX XXXX XXXX, as the co-signer. Due to financial difficulties, my sister had to carry out the bankruptcy process which was processed in XXXX XXXX The balance was deleted from XXXX 's credit report but was transferred to my credit report which has been affecting me during years. I have tried to contact you to see my options since I am in my best position to fix the situation and pay the pending debt of {$17000.00} dollars, but no one can help me, they just transfer me to different numbers without getting help or any solution, I sincerely feel frustrated and desperate, I'm tired of this. The account number for your reference is XXXX XXXXXXXX. Please find vehicle information : XXXX XXXX XXXX XXXX # XXXX Please contact me in order to proceed with a solution, as I mention I am in my best position to fix this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I have made several attempts to pay my car note online through the online portal and I get a message that states that I have to call in to speak with customer service. When I call in the phone will hang up each time, so therefore I am not able to reach anyone to talk about my loan or pay it nor I can pay it online as my access to the online portal has been denied. I have questions in regard to my account but not able to reach anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77099
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/XXXX I was denied my own use of credit which is discrimination according to Equal Credit Opportunity Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35404
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have several inquiries on my credict report that was not made by me. Because of this its really affecting my overall credict report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX, Ally Auto initiated an unauthorized ACH transfer against my personal checking account that I had been assured and reassured would not take place. I have multiple forms of written communication from Ally as well as verbal confirmation from a supervisor that the payment was canceled on Ally 's end, and they attempted to draft the funds anyway. I have been attempting, for almost two months, to get to the bottom of what has happened and what is happening with my account. The representatives I've spoken with, through both phone and chat, have been telling me since XX/XX/XXXX I needed to wait for a call back as they refused to escalate me. I have yet to receive communication from Ally Auto regarding this unauthorized transaction, as well as a host of other issues. Since the beginning of XXXX I've been given different amounts due at different times from different representatives. I've had representatives tell me to cancel and/or stop payment on payments I made, to have the next rep tell me that doing so caused issues with my account. One month, XXXX, I logged into my account and it was showing three different amounts due, and no one I spoke with could really figure it out. I'll be attaching multiple documents. They'll include my monthly statements and a payment history for XXXX, the dates of both phone calls and chats, emails/texts I've received from Ally regarding this, as well as snippets from chat conversations to corroborate what I'm saying. I do have the full, original chat thread saved, beginning XX/XX/XXXX through today, available. There will also be an extension agreement that began XX/XX/XXXX. When all of this began, I unfortunately didn't have the foresight to ensure that all conversations happened through chat where the conversation could be saved on my end, although a lot of the relevant information is available through those saved conversations. Each rep I've spoken with over the phone has refused to send me email confirmation of anything we spoke of at all, and assured me that 'there would be notes '. The next representative I would speak with would say there was either little or no notes about the prior conversation. I've asked for an employee number or anything to link the conversation to a specific rep, and was told they don't have employee codes/numbers/identifiers. I have asked to be escalated up through management through both chat and phone and have been denied over and over, and told to wait for a call back. While there were two different arrangements set up, both a catch up plan and an extension plan, that documentation can not be located in my account through Ally 's website. Thankfully, I do have chat records available that show what was discussed, as well as the payment schedule for the catch up plan, as well as the letter they sent regarding one of the extensions. I'm not sure why the documentation involving both of those agreements, and any others, isn't available for view. XX/XX/XXXX I entered a catch up plan with Ally, the terms being a payment of {$360.00} due on the XXXX of each month, XXXX, which would then bring my account current. I made the first payment that day, XX/XX/XXXX. On XX/XX/XXXX, Ally initiated an ACH transaction for the amount of {$360.00}. I was unaware that the payment was going to be auto drafted- the payment schedule I received by email simply gives the date and amount due, there's no verbiage suggesting that the payments would be auto debited. On XX/XX/XXXX, I went into the site/app and scheduled a payment through my debit card for {$360.00}, then received emails from Ally confirming both payments. When I realized what had happened, on XX/XX/XXXX, I called Ally to explain what happened and ask what I should do so that both payments didn't clear. The representative told me that the best thing for me to do was to call my bank, which is XXXX, and have them put a stop payment on the payment I scheduled through my card, the {$360.00}, and then the ACH transaction of {$360.00} would clear, and everything would be fine moving forward. However, the rep failed to disclose or didn't know that by stopping one payment, it would stop both payments, and also cancel the catch up plan. I received an email and a text message from Ally on XX/XX/XXXX, telling me that the catch up plan had been canceled, which was the first I had heard of that. I called Ally same day, XX/XX/XXXX, at XXXX XXXX est and spoke with a woman. While she was helpful there was a language barrier, and I was asking questions to try and understand why I had received notice saying the catch up plan had been canceled. The call went nowhere, so I immediately initiated a chat conversation, with the chat time beginning at XXXXXXXX XXXX. The rep said that my total due was {$240.00}, which was {$120.00} from XXXX and {$110.00} in late charges. This was when I learned that doing a stop payment on one of the two XXXX payments also caused the other payment to reverse. I asked to re-start, and was told that my account was not eligible for a catch up plan. I explained to the rep that if I had been made aware that canceling a payment would have led to all of this I wouldn't have done it, and the rep simply apologized for the miscommunication. I expressed that I was struggling due to health issues, hence the catch up plan, and he then offered to create an extension. It began as a one month extension, beginning XX/XX/XXXX, and involved me paying XXXX by XX/XX/XXXX, and then XXXX, my normal payment, would resume XX/XX/XXXX. The rep then offered a two month extension. Beginning XX/XX/XXXX, 2 month extension. It required {$170.00} by XX/XX/XXXX, {$240.00} due by XX/XX/XXXX, and regular payments resuming on XX/XX/XXXX. Regarding the initial {$170.00}, the rep said that I had 10 days from that date to make the payment, but then advised that I make the payment before the XXXX, so that the extension would be processed within the next due date. I told him the bill cycle date should be irrelevant, because the terms of the extension override the initial contract in this instance, and the rep said that while it wouldn't affect the payments or due dates of the extension, it would affect my credit. The following day, XX/XX/XXXX, I had a chat conversation with a rep who confirmed the above, multiple times, that as long as a payment of {$170.00} was made by XX/XX/XXXX, my account would be current until XX/XX/XXXX. I brought up the payment of {$360.00} that had yet to leave my account. The rep recommended that I call my bank and put a stop alert on the payment. I repeatedly asked if that specific payment not clearing would affect the extension we were discussing, and the rep assured me that no, no matter what, the extension only required the payment of {$170.00} by XX/XX/XXXX to be current until XX/XX/XXXX. On XX/XX/XXXX, through chat, I was told that {$290.00} was due on XX/XX/XXXX. The rep said that since the XX/XX/XXXX payment was reversed, there was now a payment due in XXXX, although the rep 4 days prior had said otherwise. On XX/XX/XXXX, I logged into my account and it showed 3 different payment amounts due. There was a past due amount from XXXX I had never seen of XXXX. The rep I chatted with that day told me I owed {$290.00}, and the auto snapshot through Ally 's website said the total due was {$430.00}, all with the due date of XX/XX/XXXX. That rep informed me that since a payment from XXXX was canceled, the extension covered months XXXX and XXXX instead - a payment that Ally told me to cancel, and a payment I had already clarified would not affect any future amounts/due dates. I also called that day to attempt to speak to a supervisor and was not able to. On XX/XX/XXXX, I called and spoke with a supervisor. During that conversation, the rep told me that if I paid {$350.00}, my account would then be current until XX/XX/XXXX when normal payments would resume. I made that payment on XX/XX/XXXX. During that conversation, I saw in the payment section of my account that was still a payment scheduled for XX/XX/XXXX- which would have been the final payment of the catch up plan that had been canceled. I verbally confirmed with the rep many, many times that the payment would not be drafted by Ally. I told the rep that I had XXXX forms of written documentation from Ally, not to mention all of the verbal and chat confirmation, that the catch up plan had been canceled and therefore the scheduled payment of {$360.00} on XX/XX/XXXX should not be scheduled. I repeatedly told him that if Ally drafted the funds from my account, it would be an unauthorized transaction, I did not authorize it, and I did not authorize it because it was for a plan that had been canceled by Ally. The rep verbally confirmed many times that the payment would be canceled before XX/XX/XXXX. I confirmed again that at that time, my account was current, with no payment due until XX/XX/XXXX, so there should be no reason Ally would need/want that payment on XXXX anyway. The rep confirmed. It was not canceled, and Ally initiated an ACH transaction on my checking account through XXXX on XX/XX/XXXX in the amount of {$360.00}. I called Ally on XX/XX/XXXX and wanted to speak to someone high up enough that they could tell me how and why this payment was drafted, because it was unauthorized, and Ally had known very clearly that it was not authorized. I've been waiting since XX/XX/XXXX for that return call, because they would/could not escalate me to that level. I called again on XX/XX/XXXX, was again told to wait for a call back. I did not receive it. I chatted on XX/XX/XXXX and asked to be routed to XXXX resolutions. I was told they would call me within XXXX business days. I have not received a call. I chatted on XX/XX/XXXX and was told the 'concern team ' would reach out within XXXX hours. That rep also told me that the ONLY call back request in my account was from XX/XX/XXXX, meaning all of the prior representatives were not notating my account that I was requesting a call back. I asked to be escalated, I was denied and told to wait for a call from the concern team. I called XX/XX/XXXX and was told for the first time that the settings in my account were such that Ally was unable to leave me voicemails or send text messages. I told the rep that I did not want the settings in such a way, she asked for authorization to change the setting, and I gave it. This rep told me that someone had called once on XX/XX/XXXX and as they weren't able to leave a message, they never tried again. Even if you can't leave a voicemail, there is a secure messaging service through Ally 's website they easily could have used. I also let the rep know that I'm not, not making payments for no reason- at this point I'm so confused about what's owed, when, how much, and from what time frame that I want and need clarification on what exactly has happened in my account. This rep informed me that my account is currently in collections. I asked to be escalated and the rep told me no supervisor was available, I needed to wait for a call back. This rep verbally confirmed that I would receive a call back by end of day, today, XX/XX/XXXX. As I'm typing this it's currently XXXXXXXX XXXX EST - I have not received a call, and I answered every one that came through, regardless of whether or not the area code was familiar. I've also had issues hammering out late fees. I've accrued late fees throughout this process, and I don't feel I should be responsible for any late fees/additional interest/etc due for the confusion done on Ally 's part - particularly when I was following the advice of an Ally representative regarding things like canceling or reversing payments. I've requested an audit of my account for the above purpose. I have been attempting to contact someone at Ally for months to get everything straightened out, and I'm repeatedly denied an escalation to a supervisor while being told I'll receive a call. As of right now, XX/XX/XXXX at XXXXXXXX XXXX est, I have not received that call, a text, an email, a secure message through the company 's website, nothing. I appreciate the time you're taking to look into this. At this point, I no longer trust Ally to deal with me fairly or accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44870
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I'm XXXX XXXX and I need your help in reaching this company, I made an attempt to get in touch with them to ask why someone had registered an account in my name. This is an serious matter, it is affecting my life, my mental health and my credit score. I did not and never have I let anyone use my name, date of birth, and any other personal information. They need to figure out who established the account in my name and give those details to them rather then myself. Please help me resolve this problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check from the U.S. Treasury into my checking account with Ally Bank, as a result, they froze my accounts, denying me access to funds and paychecks that were already in the account and will not release the account or give me access to my account for XXXX weeks ( 10 business days ). I understand by law, any deposits XXXX and over must be investigated, but this is something else. I called and was transferred to their fraud department, and was told by their staff that they needed to call and verify the check before it could be released. I told them that I understand holding the check until it was verified, but that I needed access to my checking account as it also has my paycheck and other funds that I need in order to pay bills, buy food, gas, etc... basically money to live on. I was told that it was their policy to freeze the entire account and could not just put a hold on the check and give me access to my account, as there is no way to separate the two, which of course makes no sense as other banks are able to do so. It also makes no sense that it takes them 2 weeks ( 10 business days ) to verify a check. I have called back several times to get a status update, the Ally employees responses are vague, rude and not helpful. I even asked if they would email me or call me once the funds and my checking account are released, both times I was told no, that I would have to call back. So here I am, the check I deposited and my bank accounts are frozen for 2 weeks ( 10 business days ), I can not access any of my money to pay bills, and good customer service, a simple courtesy call is being denied to me, all because I deposited a larger than usual check. Typically, most banks will release a small portion of the deposit until the check is verified, which normally only takes a few days. Why and how is it legal for Ally to completely freeze entire bank accounts and funds not related to the deposit, as well as the deposited check in question, for 2 weeks ( 10 days )? No concern or care is given by Ally to the fact that any customer who makes such a deposit will not be able to pay bills and access un-related funds necessary to live.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Ally Financial on the date of XX/XX/2022 did not have permission to pull a report on my credit report, they validated the rights on Fair Credit Reporting Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A