Date Received: 2023-10-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My account was transfer to Ally per the Ollo merger. My line of credit was increased to {$3000.00}. On XXXX XXXX my line was decreased by {$1900.00} with out any notice or messages on my online portal. I called in on XX/XX/2023 at XXXX and spoke to a customer service representative XXXX who kindly transferred me to a supervisor named XXXX. I explained my concerns with XXXX and she quickly stated that I had to wait for the letter in the mail. I advised XXXX that was unacceptable as I have never missed a payment or had any issues with Ally or anyone and I am in the middle of purchasing a home and this is affecting my credit. XXXX rudely continued to tell me that I had to wait for the letter as the employees are not privy to that information. I asked for a manager, and she stated there is no manager. I asked for info to corporate and she continued to tell me that that information was on the letter or online. Again, I asked for someone above her. She stated she they will tell me the same thing. I stated that was fine I still wanted to be transferred. XXXX placed me on hold for a minute then came back to the line and stated that she is still looking for someone and hung up the phone on me. She never called me back. I called back and spoke to a customer service representative named XXXX a male who kindly transferred me to Supervisor XXXX. XXXX placed me on hold advised she was reviewing my account. After placing me on hold for a few minutes XXXX came back on the phone only to tell me that the information is personal and she was not privy to the information only that the line was decreased on XX/XX/2023, and it is based on many factors. I advised that if she looks at my account, I have never missed a payment or had any issues. So, this again is unacceptable. XXXX advised I needed to wait for the letter. I asked XXXX for information to corporate as I wanted to write a complaint. XXXX continued to place me on hold as she did not have this information readily available for their customers. XXXX minutes into my call XXXX then transferred me to XXXX yet another supervisor that stated the call is being monitored and recorded for quality assurance. XXXX then went around in circles telling me the same thing everyone else stated that there is no corporate information. There is only a correspondence address where all the information gets sent then it will be routed to the correct department and a response will be given. I advised XXXX that I was purchasing a home and if she looks at my account, I have never missed a payment and never had any issues with Ally or Ollo before the merger. XXXX careless of my concerns and repeated that, thats the only information she could provide me is to wait on the letter. I explained to XXXX that I will be not only writing a complaint letter but filling a complaint with the XXXX, CFPB, and the attorney general office. This is unacceptable and want an investigation completed on why this is taking place when Ally just recently increased my line. This is affecting the interest rate to the purchase of my home. I am completely disgusted that this is the interaction between your institution and myself as a card hold member. Please advise as to your next steps to me getting some clarification and getting the account corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60030
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I currently have Ally Auto Financial as my lien holder for my XXXX XXXX XXXX. Facts are as follows : - Hurricane Ibigal ; damage to my car and had to be towed to the body shop for repair on XX/XX/XXXXXXXX - XXXX car payment plus half an additional payment was made. ** Least amount paid every month before the XXXX, ( due XXXX ) was the monthly amount due/no missed payments/most payment were 1 & 1/2 the amount due** - XXXX XXXX XXXX notified me of Total Loss on XX/XX/XXXX. Updated XXXX XXXX via app of Ally Auto Fin info include acct #, payoff amount, contact #, total Loss ), all XXXX XXXX XXXX info given incl. policy # claim #, adjuster name and #, fax # etc. Permission to allow XXXX XXXX to discuss the account as needed for payoff. Received a payoff, per rep on XX/XX/XXXX. - Per rep, I was told to NOT pay my XX/XX/XXXXXXXX payment and to cancel the autopay which was already scheduled as " this would tie up the car 's payoff and lein release '' XX/XX/XXXX. Expressed my concerns regarding payment to rep. - XX/XX/XXXX, on three way with XXXX XXXX, Called, got transferred 8 times, and put on hold in between, total of 2 hrs. Ally couldn't give the payoff and instructed to call on Mon XX/XX/XXXX. - Called Mon, XX/XX/XXXX - XX/XX/XXXX, every day and was transferred to every department within Ally, with a cumulative telephone time with Ally of 16 hours. Every rep every deptt, " couldn't give it to me '' due to the system not generating. Requested manual calc - Credit Report updated per Ally, " Account Past Due '' on XX/XX/XXXX -Called Ally back with XXXX XXXX for another round of holding without payoff. Again expressing importance of payoff -Credit report updated " Delinquent '' - XXXX XX/XX/XXXX Called daily attempting to obtain payoff, Sent multiple emails, faxes and secure messages r/e payoff and importance, even beggins XXXX Ally FINALLY GAVE ME PAYOFF, including late fees that was their fault, @ XXXXXXXX XXXX/filed for repossessors at XXXX XXXX. Ruining my credit, no excess for down pmt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31602
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I dont know the company and they report hard inquiries on my credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have had a loan with Ally for a about a year and a half. During this time i have only been able to make about XXXX payments on their website or mobile app. I have call and complained many times that i have not had access to my online account and every time they say it will be fixed in XXXX weeks. The issue with my account is still an issue today. I have been forced to make payments over the phone and pay a {$4.00} fee every time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49445
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Ally Bank checking and savings accounts, as well as my joint checking and savings accounts with my husband ( XXXX accounts total ) have been frozen by Ally, with no estimated date for when they will be unfrozen. On XX/XX/2023, I deposited a {$7000.00} check sent to me by my aunt. The check was returned by the issuing bank, as they believed my aunt 's signature was not similar enough to her original signature. On XX/XX/2023, Ally removed the {$7000.00} from my account and returned it to my aunt. My aunt mailed me another {$7000.00} check, signing the check more carefully, and I attempted to deposit it on XX/XX/2023. On XX/XX/2023, Ally froze my individual and joint accounts, emailing my husband and me to call to verify information, and that my telephone banking PIN had been changed. They noted that suspicious activity had been detected, and that I would not be able to log in or transfer money out of my accounts. At the suggestion of their loss prevention call line, I spoke with my aunt. She called her bank and let them know that the check was legitimate, and they approved the check to be processed. I called Ally on XX/XX/2023 to let them know. My husband also called to request more information. However, Ally 's loss prevention call line will not provide any information on how long their investigation will take. My husband and I need to withdraw money, but Ally will not let us. We are unable to pay our mortgage and bills due to the accounts being frozen. We have already been hit with penalty fees for denied transactions. All of our funds are in these frozen accounts, and we do not have other bank accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My online banking account was blocked by Ally bank due to a potential fraud with a XXXX transaction. Someone who wanted to buy my car had disputed the amount paid for deposit of the car and Ally bank blocked my account with no farther information. I have a written contract with the person who I received the money from and had provided the contract to Ally for verification purposes but did not receive any feedback. Its been 6 days since my account is blocked and I can not make or receive any payments. I tried calling customer service multiple times unfortunately they either hanged up the call or had no answer for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92606
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: A XXXX transfer was initiated in XXXX from Ally Bank for {$500.00} to XXXX XXXX. When the funds were not received I asked what happened and was provided a tracking number. The receiving bank indicated that they had not received and the transferring bank should make a request to the receiving bank to reverse the transaction. The transferring bank refused indicating it was my error and tough luck, I verified the account but that was not where it was sent. and they sent me to the portal which does not provide the detail. I asked for a supervisor call back 2 weeks ago, still waiting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33177
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the XXXX of XXXX ( Friday ), my employer direct deposited my paycheck into ally. That day, I decided to transfer my funds via XXXX into another checking account to pay my bills. I received an error message and prompted to make a call. I called asking about my transfer and why it was cancelled, the representative went through the process of verifying me then transferring me to the fraud department. Prompted again to verify my information, this time a second time. I called on my spouse phone not thinking this would be an issue as the number was not the number listed on the account. The representative asked me for the verification code that was sent so I told her to give me a brief moment as I grabbed my other phone that was listed on the account. I verified with her the code, then she stated she will call me back. She hung up, then called me on the phone that was associate with my account in which I picked up. She said she just wanted to verify if that was me in which I said, yes.. She then said she will look into this further but at this time my account is locked. She had no further information and proceeded to hang up. I called once more in hope of speaking to someone who could help. Another representative stated that, all NEW USERS have to go through this process to make sure there is no fraud.. the most inconvenient way to check. Either ways, I waited for two weeks as instructed as I will be receiving an email/call once the investigation is finished. Two weeks passed, nothing. I reached out two times that day first time the female representative just kept reading off a script that I should be hearing from someone soon. She said she will note that I reached out. I got no information from her. I even ask how I can provide such information they needed to speed up the process, no further explanation she said. I called AGAIN as hopeful as can be. Reached a gentleman that Ive never wanted to encounter. He stated, you just called, Im not sure why youre calling again? Excuse me? I stated that each and everytime I call, no one has any information for me and each time would state something different. One person would state nothing to worry about the next would tell me they have no idea when, the next states my account is fraud. He then goes on saying, well your account is closed from this moment on, I have nothing to say to you, we no longer want to work with you. I stated, Sir, I didnt even have a chance to use my account let alone have a relationship with this bank. The funds that I have in my account, Its been held for over two weeks and in this economy no one has the luxury to go without paying their bills. He stated, I cant help you, good day. Then hangs up. Out of anger, I called again and again and again. Each time I would ask for a bank statement, a closure letter and conveniently they cant send that or would lie and state it will be sent home 7-10 business days. I actually waited 7 business days more and still did not receive an account closure letter or a check for the remaining balance. I called today XX/XX/XXXX ( Tuesday ) was told my account is closed my funds are isolated and theyre not sending any form of paper home. Ive never worked with any bank as difficult as this bank. Please if any one can help me access the funds that rightfully belongs to me, as this is illegal for a bank to hold a customers money after account closure, please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20105
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Last car payment was for a different amount and the autopay would not accept the last payment. Credit report shows account deliquent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 634XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Ally Bank closed my account and still have me block on XXXX list as fraud. Ally Bank is stopping me from trying to set up new XXXX with my new bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A