Date Received: 2023-07-18
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/XXXX I deposited {$100.00} to my Ally account They advised that I needed to make a deposit and clear it up which I did on XX/XX/XXXX the bank closed my account with no notification and wrote off my account and made it a collection after they gave me the {$100.00} overdraft/line of credit they closed my account in error and I never knew was closed til I logged into my account on line which did not make sense they advised I had a certain amount of time to make it current and paid it weeks ahead of the specified time but closed it anyway and put my account in a right off status after giving {$100.00} overdraft which was a complete error in closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: A payment for {$3400.00} was send on XX/XX/23 to Ally. They endorsed the check on XX/XX/23. This amount still have not be credited to my account XXXX. Provided Ally a copy of the process check on XX/XX/23. Talk them today and they open an investigation ( take up to 14 days ). Also, I have problems with them processing larger payment {$1600.00} on XXXX. It took Ally seven days to credit my account. Payments under {$500.00} will be applied the next business day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: End of XXXX of this year I open up a Ally financial online bank account. Between then and XXXX my activity has been the same, I cash checks and transfer money out to my other bank for spending needs. The newest activity with my Ally account was that I open up a investment account with them that didnt work because it was a buggy when trying to make a stock purchase. My attempt of stock purchase was done on XXXX. Three days later on XXXX I received two emails from Ally. 1st one was regarding my account being restricted due to suspicious activity on that same day. 2nd email was telling me that my telephone banking pin was changed. I quickly got in contact where the first of many people I spoke to reassured me that my account was not hacked and even read back to me the amount of money that was in the account. This began a week long process speaking with multiple people, some nice, and some others not so much. I had multiple connection interruptions where I had to go through the same identification process multiple times. Some information I couldnt provide right away because due to XXXX and grieving I lost track of personal information or didnt have some written down. Once I got all that squared away I was able to provide identification thinking it would help because my case was under fraud investigation, this was on a XX/XX/XXXX phone call but I was told that my case was closed on XX/XX/XXXX. I called back the next day on XX/XX/XXXX where I had my last conversation where I was told that my account is just being closed and that I would have to figure out how to get my money back through the bank company on the checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Problems at the end of the loan or lease
Subissue: Problem when attempting to purchase vehicle at the end of the lease
Consumer Complaint: My daughter was recently involved in a car accident, the result of which was her car a XXXX XXXX XXXX has been declared a total loss. At this point, the leasing company, Ally Financial has unilaterally terminated the lease agreement and has refused to pass the surplus funds that they have received from the counterpart 's insurance company ( XXXX ) to me and therefore illegally profit from my financia troubles. In fact they have received every payment on time and I have offered to pay also the residual 11 monthly lease payments in advance, so that Ally would get all the funds to which it was entitled under the term of the lease agreement. At the same time I would have preserved my right to buy the underlying car for the contractually predetermined amount of {$13000.00}. Instead Ally has decided to keep also the {$10000.00} surplus, part of the total XXXX settlement of {$27000.00} for themselves, without any other justifications that this is what the clause 39 of the lease agreement is stating, even though this is clearly unfair and I would personally deem illegal. It is like a mortgage company foreclosing on a house for lets say aXXXX loan sells the house , gets {$150000.00} and just decide to keep it all, without returning the surplus funds to the debtor/owner. As things are right now, Ally Financial is booking an unjustified extra profit of {$10000.00}, while I had to suffer a loss of the same amount after buying a similar car, a used XXXX XXXX XXXX with 38k miles, versus only 16k miles, at the cost of $ XXXXplus fee instead of {$13000.00} I do understand that the car weas not registered in my name, as it happens in every lease agreement, but it still represent the collateral of the lease agreement and it should be treated in the same way as every other collateral given against a loan, i.e. when the loan has been fully satisfied, the collateral or its residual value is returned to the performing borrower. I would add the fact that I was the one negotiating the car price on XX/XX/2020 and the one who got a discount of about {$6000.00} on the dealer 's price because of thegood market tim ing and excellent personal credit rating. I strongly believe that I have the right to get the overflow amount of the collateral that Ally has egoistically decided to keep for itself by appealing to the clause 39a, which should also be scrutinized as fully complying with the consumer law. I make myself available for any questions or further information you may need to investigate the issue, and I thank you in advance for any help or suggestions that you will provide me in resolving the matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06820
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX, XX/XX/ I had run a couple of errands and came home after work to pay a couple of bills. My roommate Told me he had put his rent money in my account so I pulled it up. Instead of having over {$500.00} in the account, I was overdrawn- {$55.00}. I quickly looked to see what was going on and saw 5 withdrawals for {$99.00} from my account. 4 from a XXXX XXXX in XXXX and 1 from a XXXX XXXX XXXX XXXX I called Ally bank immediately. The CSR I spoke with said she understood the urgency and was very nice and empathetic. Then she dropped the bombshell. It would be 10 business days before I would hear from them about the investigation into the debits and it would come by mail. I cant remember if it was when I spoke to her or the next person that I started asking how in the world did this thief get not one l, not 2, but 5 of these through their bank? And she corrected me saying there was actually another one but it didnt go through. I said yea, it didnt go through because I was out of money, not because your fraud detection woke up. I was clearly in XXXX in possession of my card since I used it that day more than once. Then, these thieves come along and start charging the same amount over and over and Ally did nothing. No red flag, no fraud alert, no call to me. Nothing. But the worst part is they are taking no responsibility. They are following what they call their standard policy on fraud disputes. Meanwhile they left me in a position of XXXX funds. They dont give provisional credit and run the investigation. You are stuck until they finish the investigation. I had to borrow money from my sister. I dont understand this banks policies. This is obviously their fault and they need to step up and take responsibility for their fraud detection breaking down that day. I hope you will see that too.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32808
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Received advertising for credit card on XXXX, emailed Ally telling them they were sending advertisement to XXXX XXXX at my address. I told them to remove my address from their mailing list/records. Never heard back. On XXXX another mailing ; on XXXX another mailing, contacted XXXX case # XXXX ; XXXX another mailing, contacted XXXX ; another mailing XXXX, contacted ConsumerFinance.gov
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
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: Re : Complaint against Ally Financial : Inaccurate Late Payment Reporting and Disregard for Consumer Rights - Assistance Required Dear CFPB, I am writing to file a formal complaint against Ally Financial concerning multiple violations of consumer financial laws in relation to the reporting of late payments on my fully paid off auto finance charge. I kindly request your intervention and assistance in addressing these critical issues. Underpinning my complaint are three key laws that have been breached by Ally Financial : 15 USC Code 1666b ( Timing of Payments ) : This law establishes guidelines for the timing of payments and emphasizes the prompt crediting and application of payments made by consumers. It ensures that payments are correctly and accurately recorded, benefiting both the consumer and the lender. Truth in Lending Act ( TILA ) and Regulation Z : Specifically, TILA section 106 ( a ) ( 1 ) and Regulation Z section 1026.4 ( a ) prohibit the reporting of fees for unanticipated late payments as finance charges. This provision is intended to protect consumers from unfair practices when late fees are assessed due to extenuating circumstances beyond their control. Consumer Financial Protection Act ( CFPA ) Section 1024 ( b ) ( 1 ) ( C ) : This law mandates that the CFPB must provide consumers with the information used to substantiate and confirm the validity of their complaints against financial institutions. This ensures transparency and accountability in the resolution of consumer disputes. In light of these laws, I have encountered ongoing issues with the reporting of late payments by Ally Financial on my fully paid off auto finance charge. The loan amount of {$16000.00} has been paid in full, and I now own the vehicle outright. However, despite the loan being fully satisfied, Ally Financial continues to report unjustified and inaccurate late payments, adversely affecting my credit history and financial standing. Furthermore, it is crucial to highlight that the late payments reported by Ally Financial were directly linked to the unprecedented financial hardships resulting from the COVID-19 pandemic. I lost my job during this period, severely impacting my ability to meet financial obligations in a timely manner. Given the extenuating circumstances, it is imperative that these late fees are not reported as finance charges, as specified by TILA and Regulation Z. Therefore, I urgently request the CFPB 's intervention to address these violations and rectify the situation. Specifically, I seek the complete removal of the 23 reported late payments from my credit reports. It is of utmost importance that Ally Financial complies with all applicable laws and regulations to protect consumers ' rights, ensure fair lending practices, and accurately reflect the fully paid off status of the auto finance charge. Enclosed with this complaint, please find supporting documentation, including relevant account statements, correspondence with Ally Financial, copies of credit reports illustrating the discrepancies in the reported late payments, and evidence of the loan being fully paid off. I sincerely appreciate your attention to this matter and look forward to a thorough review and swift resolution that upholds the rights of consumers, promotes fair and accurate credit reporting, ensures transparency in the complaint resolution process, and reflects the fully satisfied status of the auto finance charge. Thank you for your assistance in this regard. Sincerely, XXXX XXXX XXXX XXXX _______________________________________________________________________ Finance Charge : The finance charge represents the dollar cost of consumer credit and includes any charge imposed directly or indirectly by the creditor as a condition of or incident to the extension of credit. It is important to understand which charges should be included and which should not in order to assess the accuracy of reported finance charges. Included Charges : Interest Transaction fees Loan origination fees Consumer points Credit guarantee insurance premiums Charges passed on to the consumer for purchasing the loan Discounts for non-credit payment methods Excluded Charges : Charges payable in a comparable cash transaction. **Fees for unanticipated late payments. ** Overdraft fees not agreed to in writing. Seller 's points.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32137
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Due to the fraudulent charges on my account, Ally is now sending back my auto pay for my cell phone and has also sent back my {$50.00} Payment to XXXX. I mentioned this to them but just like everything. It fell on deaf ears. I failed to add this in on the Original complaint. I did tell them I had bills to pay because of them saying their investigation would take 10 business days. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32808
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I tried to open an account at Ally Bank a few years ago, and I was denied. When I called asking for an explanation, I was told that it was because my credit score was too low. This had to have been false, because my credit score was and remains well over 700. I suspected the real reason for the denial was because I had recently applied a credit freeze to my consumer reports with XXXX, XXXX, and XXXX after some of my personal information was compromised. But a credit freeze isn't suppose to prevent me from getting an account -- the bank should just reach out to me to confirm it's me trying to open the account before proceeding. Today, XX/XX/2023 I tried again to open a savings account -- this time as a joint savings account. Once again, the application was denied. I received no explanation for the denial. The only statement provided by Ally Bank 's automatic system was this : " We weren't able to approve your application. We can't accept your application because it didn't meet our requirements. We didn't make an inquiry to your credit report. We appreciate your interest in Ally Bank. '' I tried calling Ally 's 24/7 support line for more information, but had to wait on hold for a long period of time before I had to give up. It is unclear what " requirements '' Ally Bank claims I have failed to meet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My parents ( XXXX XXXX XXXX bank at Ally and we have had a very hard time with them. My father was scammed and then has been the victim of identity theft and had multiple issues with his money being stolen. They have helped us but then today, my father got an email that our accountw were closed with no explanation except to call if you have any questions. He called me and we logged into our accounts ( I handle most of their finances ) and see a withdrawal of ALL of their money. {$36000.00} from the main account and the balances from all three accounts show withdrawn and the accounts closed. I call right away, trying to figure out how someone got the money since it doesn't have any explanation- like a transfer? ATM? Cash? After an hour on the phone with support who also is confused and can't figure out how the money was withdrawn, she is finally able to talk to another department and we are told the bank closed the accounts and put checks in the mail to us. By now my mother is needing medical attention, afraid that their life savings is gone. So, I say, please cancel those checks and put the money back and we will transfer it out. They say it is a bank check but they can not cancel and we just have to wait the 7-10 days. I ask if we can get confirmation of why the accounts were closed. Again, did someone call and request this and has some plan to steal the money? We are told we have to wait for the explanation and checks to arrive in the mail. So, we can just freeze your ALL OF YOUR MONEY with NO WARNING and it is within their rights to do so? I don't care if they close our accounts but now we have no access to our money and no confidence that we will get it. It is a nightmare. It does not seem like it should be legal for them to essentially freeze our money with no warning or explanation. This is devastating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A