Date Received: 2023-09-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: A common merchant I order from with my Ally bank account was placed on XXXX/XXXX/XXXX. I refunded {$180.00} of product at the 30 day mark via mail. According to that merchants policies, it may take 30 days for the processed return to show. Upon seeing that I was not credited I reached out to the merchant, and they said some banks may take up to 10 days to process. According to both parties, the refund was sent XXXX XXXX XXXX. After reaching out to the merchant, I reached out to my bank and was told multiple different things from many different supervisors. I may have spent a total of 15 hours if not more and multiple phone calls. Including the credit company XXXX, and everyone just kept saying this makes no sense why it was blocked due to fraudulent suspicion. Mind you, this was a credit to my account from regularly used merchant. Customer service was terrible and frustrating and the managers would give me reference numbers that I was later via following up told basically mean nothing. Then again on XX/XX/XXXX beyond frustrated because I have spoken to the merchant I finally did a three-way call with a supervisor who then advised and filed a dispute. As the merchant confirmed to him that it went through. No one seems to be able to understand why it was blocked as fraudulent. It was processed yet Ally bank says it was rejected and they didnt get the funds. Then the dispute was closed after saying I did not follow up after receiving its rejection via mail, which I did not get before it was finalized as rejected and said too many days 60 have passed. Which is far from the case I was within the 60 day range. It also said accommodation could be made if I was on vacation or hospitalized, and I was actually XXXX XXXX and had XXXX done so I sent that information along to the head of the dispute department. If they have truly documented the amount of times that I have spoken to supervisors along with the credit card company. The supervisors one in specific that I physically spoke to who wa supposed to follow up with me did and left me a voicemail to call back. So, yet again, I called back with his name and reference number and was told it was useless, and meant nothing. The first time I reached out was on XX/XX/XXXX and advised to call and file a dispute and at no point from that timeframe until XX/XX/XXXX had any of the supervisors told me to file a dispute and to just keep calling the merchant, thats why I ended up suggesting if we could do a three-way call which I have recorded, although the screen recorded did not save the audio. The dispute was filed for the full amount which was not what I was disputing. It was the {$180.00} credit from that purchases returned items. I kept checking online and most the time the web browser or app wasnt working properly, and I did not receive the letter by mail at an appropriate time. I then received an email from the dispute department, basically telling me that 60 days have passed, and unless I was in the hospital or on vacation which I was XXXX XXXX at that period of time, according to whatever codes that basically, there was nothing they would do for me I was just out the money that they blocked. I may also add that I was told that they dont block credits to accounts yet I have it in writing, because I also spoke with their chat bot. Again terrible customer service. The merchant has confirmed with me multiple times and will not accommodate sending it again because they said it went through and because of the poor customer service which included hours of phone calls one which lasted 3 1/2 hours to the point where my phone couldnt even download it and save it. I was told to wait for the dispute to process, most the time I was unable to login to my account due to whatever errors, and at no point was told I had a five day to respond, and then it was rejected and I didnt even receive the notice it in the mail until they close the dispute. The back-and-forth and not giving me any solution and just contradicting themselves. I had to keep checking the app/web which most the time wasnt working. There should have been nothing fraudulent about crediting me my return from a merchant that again I use regularly. As mentioned I was XXXX not hospitalized, and I had XXXX done within this timeframe and so I sent that information along to the dispute lead, and she just again sent me so sorry we will not refund your money contact the merchant again and I had attached two different times documentation from having to reached out and gotten written emails from the merchant, saying that the money went through to Ally. I do not find this acceptable. I think it is fraudulently irresponsible of all of the supervisors, customer service, call representatives, and of Ally Bank to not take the responsibility to refund me a credit that they said via chat box was blocked and I was also told that they dont block The supervisors one in specific that I physically spoke to who were supposed to follow up with me did and left me a voicemail to call back. So, yet again, I called back with his name and reference number and was told it was useless, and meant nothing. I am completely disgusted with how all of this has been handled and the amount of time that it has consumed of my personal life on top of me dealing with health concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair credit reporting act this creditor has violated my rights under 15 USC 1681 section 6 o 2 states I have the right to privacy 15 USC 1681 section 6 0 4 a section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USCS 1666b a creditor may not treat a payment on a credit card under an open and consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: They are calling my work place and multiple times a day even within a couple hours the first call. I took pictures over a week and they call usually 3 or 4 times a day. When I answer its just a Robo call. I would stay on the line and at the end of the pre recorded voice it just hangs up so I cant ask them to stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 510XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or the customer service representative of the said accounts. ALLY FINCL XXXXXXXX was reflected as a late payment on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is 100 % true, accurate & correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I noticed an unauthorized XXXX contact addition ( XXXX XXXX, phone number : XXXX ) and subsequent unauthorized XXXX payment to that contact in the amount of {$50.00} on XXXX XX/XX/XXXX at XXXX. At this time I was at work with my phone in a locker. I could not have done this. I called Ally bank the next day and alerted them of this so they could secure my account. Representatives confirmed that the addition of this XXXX XXXX to my XXXX contact list was weird because the person also attempted to change my account information ( phone number and email ) to theirs ( XXXX ). Per the representative, the money was sent to a XXXX XXXX account ending in XXXX. My account was locked so Ally could investigate. I called to regain access to my account and no information was given to me. Representative XXXX called to get more information from me, but could not tell me when I would regain access to my account. She said it may take some time. I called the next day to confirm that XXXX was an Ally representative, and they said yes. This new representative now told me that my account was being closed. She said XXXX told me this the week prior. This was inaccurate. At this point, my salary was still being submitted to that account. I attempted many times to reach Ally 's Fraud department again, and I was left on hold for hours, only for the call to end with a fax dial tone each time. I called again on XX/XX/XXXX and spoke to XXXX who connected me with his team lead XXXX. XXXX confirmed she got the Disputes Department to close, and my case is now being sent for review to the fraud department. It's been nearly 1 month, and my rent is due as is that of my joint account holders. Would be nice to not get evicted because I did the right thing in reporting a fraudulent activity on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20016
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Repossession
Subissue: Account reinstatement or redemption after repossession
Consumer Complaint: My vehicle was repossessed on Saturday and on Monday morning I tried to call and figure out how much I was behind and what I could pay to retrieve the vehicle. They stated they could not give me any information till Wednesday and they need me to surrender my car keys to the towing company within XXXX hours or they will make new keys and charge me for them. I stated I wanted my vehicle back and would pay whatever I needed to but they continued to say they will not give me any type on information till Wednesday. I asked to speak to a supervisor and the gentleman was very rude and pretended not to hear me then hung up on me. Further more I think the XXXXXXXX XXXX XXXX XXXX XXXX license is no longer active in Indiana. I feel like theyre doing this to me because I am young and XXXX and to top all this off I am pregnant and this is causing major stress to my baby and this is causing me to miss my doctor appointments. Also my vehicle loan has been paid more than 50 % and I owe less than XXXX on the car.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 608XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XX/XX/2023 XXXX of th XXXX dealership did not authorize for credit to be ran unauthorized credit inquiries
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77073
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Attached is the Ally Bank 24-7 Chat transcript as evidence to substantiate my complaint. Today, I had approximately 30 minutes of my time wasted when I was refused assistance and answers pertaining to unlocking my bank account for my routine banking purposes. I was provided with insufficient information and ordered to call back during limited hours, contradictory to the " 24-7 customer service '' repeatedly advertised by this bank. I am now unable to access my funds and engage in routine banking. I have also called the " 24-7 '' Ally Bank phone number twice now, and no one is answering the phone lines at all. I am placed on an indefinite hold, and no one ever answers. I was misled by an Ally Bank representative earlier in the day when I was told that I could lock and unlock my bank account following a wire fraud alert earlier that day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to ALLY FINCL XXXX. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or Ally Financial 's customer service representative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I've contacted the original creditor ( Ally Financial ) and all 3 credit bureaus XXXX, XXXX, and XXXX about inaccurate information that they're continuing to report on my credit reports. Please Verify and Validate all data for the account, every notation, dates and balances whether reported or not. I've been ignored and is in violation of my consumer rights according to the FCRA. This account needs to be removed immediately ( Account number XXXX ) creditor is Ally Finacial. All 3 credit bureaus are reporting incorrect dates of when the account was opened, and the amount owed. I would like to be provided with proof of where and when the vehicle was RESOLD and the amount it was sold for. According to FRC section ( 609 ) if you have no proof of any one, I would like it removed immediately. I would like an update mailed to me immediately.
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: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A