ALLY FINANCIAL INC

2017-03-15

MI

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I purchased a vehicle ( XXXX XXXX ) from XXXX XXXX on XXXX/XXXX/XXXX. They arranged financing through GMAC ( I will attempt to attach the Dealer Transaction form ). The automobile was titled in my husband 's name. My husband is now deceased. I am trying to get a lien release on the title from Ally ( a company who apparently bought out GMAC ). They are claiming I owe late fees on he loan ( which was paid off in XXXX of XXXX ). The payments were made via automatic draw from my account for 72 months. At no time did GMAC or Ally notify me that I owed late fees ( which I could not have owed due to the automatic payments ). I have made three calls to Ally - XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I insisted I talk with a supervisor to dispute the late fees. I was connected to a man identifying himself as XXXX ( he told me he was a supervisor ). He agreed after our conversation to waive the late fees and said he would fax to me the lien release which I would receive in XXXX hours. He gave me a case number XXXX. I called Ally again on XX/XX/XXXX as I had still not received the faxed release. I was transferred to XXXX different people during this call ( over 1/2 hour on the phone ). I was told that there were no supervisors available and they did not know who XXXX was. They continued to insist that I owed late fees. When I asked them why I had never received notice of late fees in a timely manner so that I could dispute them - they said the address they had on file was different than what I was giving them. The last man I talked to said " It is your responsibility to contact us if you move ''. I have lived at my current address for 18 years. The correct address is listed on the dealer transaction form. It was an error on their part ( or GMAC 's ) if they have the wrong address. I feel as though they are extorting money from me by withholding the lien release until I pay money that I do not owe. I have asked repeatedly to talk to a manager and was told they do not have any managers available. Please advise me as to what my options are.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-15

Central Park, IL

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-14

Blackshear, GA

Problems when you are unable to pay

Consumer Loan: Vehicle lease

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-13

Little Rock, AR

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2017-03-12

Seneca, SC

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-12

ID

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: We went to buy XXXX cars, and the dealership said they would only run our credit once and share the info with the lenders. Now I have XXXX hits on my credit report because the lenders also hit my credit report. There were XXXX companies that hit my credit XXXX 10 days apart. Ally and XXXX XXXX XXXX hit my credit on XX/XX/XXXX and again on XX/XX/XXXX. How do I get the XXXX hit removed on each XXXX?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2017-03-11

WI

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I had requested a 2 month extension on XX/XX/2017. I did n't receive the extension agreement until XX/XX/XXXX. Submitted the paperwork and payment XX/XX/2017 which met the 10 day deadline as stated in the letter. XX/XX/XXXX rolls around and the staff are calling me telling me my loan is past due and requesting payment. I explain whats going on with the extension and such. The agent says he looked into the account and seen that the extension is noted but hasnt been granted. Therefore he would email the extension department to get the situation resolved. XX/XX/XXXX rolls in and I begin getting calls again. I explain the same situation. The agent starts telling me that the extension expired because I didnt make the minimum payment by the deadline. I explain I did make the payment on the night of XX/XX/XXXX. She stated she would look into the situation again and contact the extension department to see whats going on with my account. XXXX, same thing happens, but this time I requested to speak to a supervisor. The agent put me on hold for 3 to 5 minutes, and then came back on the line stating that the supervisor was busy and unable to assist me. XX/XX/XXXX, I get yet another call and explain the situation. The agent says the same thing, that I 'll contact the extension department. I then requested to speak to a supervisor as well, as I 've been getting a run around. I requested to speak to a supervisor. The agent put me on hold for 3 to 5 minutes, and then came back on the line stating that the supervisor was busy and unable to assist me, but assured me that she contacted the extension department and they will be looking into the situation. XX/XX/XXXX, I was on the phone for 22 minutes still dealing with the situation. finally getting transferred to a supervisor. I explained to the supervisor whats going on, and she explained that she would be looking into the situation directly and will contact me back. I received a voicemail message on XX/XX/XXXX from her to call back. I called back, got another agent, and was not allowed to speak with the supervisor and was told the extension was never granted because the extension agreement was supposedly not signed by me. I spent 35 minutes on the phone explaining to the agent what happened, she finally offered me another one month extension. Same thing is happening with this extension as Im getting calls about every 3 days and I explain that I requested an extension and all that jazz. Everyone tells me that they will get it taken care of, but I keep getting calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-11

Las Cruces, NM

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-10

Decatur, GA

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-10

Beallwood, GA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-10

Orange, MA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-10

Ardsley, PA

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-10

San Gabriel, CA

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: On XXXX XXXX, XXXX my car was stolen and was considered a total loss. I continue to make payments to Ally as my insurance and gap insurance was still in the process of paying off my vehicle. On XXXX XXXX, XXXX I made a payment of {$680.00} on auto pay which has been refunded back to me. On XXXX XXXX, XXXX I made another payment of XXXX to ally using their XXXX XXXX speed pay service to make sure my payment was n't late and did n't reflect on my credit report. My insurance then paid off my XXXX XXXX XXXX on XXXX XXXX, XXXX. I called Ally on XXXX XXXX to see if I would be able to get the over payment I recently just made of {$680.00} to XXXX XXXX XXXX back, since my vehicle was paid off By my insurance they said it would be refunded back. Ally notified me that payment made on XXXX XXXX, XXXX was reversed back to XXXX XXXX speedpay on XXXX XXXX. Ally said that the payment would go back into my bank account within 48 hours, it never got refunded back to my account. Ally then claimed that they reversed the payment back to XXXX XXXX speed pay, but XXXX XXXX speed pay stated that they do not do such a thing, so XXXX XXXX speed pay asked me to call Ally because they are the ones responsible for returning the payment back to me ... not XXXX XXXX speedpay. So beginning XXXX XXXX till the end of XXXX, I have called Ally financial numerous times asking where my reversel payment of {$680.00} has gone? They knew nothing. I decided on XXXX XXXX to file a dispute form with my bank to get my funds back since XXXX XXXX speed pay and Ally financial had no recognition of where my reversed payment was at. On XXXX XXXX, XXXX I received a letter from Ally financial asking for me to pay the over payment of {$680.00} back to them in which my account was already paid in full and the {$680.00} was the reversed payment they owned me. In the letter Ally sent me it stated that I had till XXXX XXXX, XXXX to make arrangements with them to pay the {$680.00} back to them. I notified Ally financial on XXXX XXXX, XXXX to find out why I needed to pay them back. Ally financial told me they did n't know why I received the letter and that my account was paid in full and they do not know why I have to pay back the {$680.00} to them. The representative I spoke to Then gave me a confirmation number and and said my account was under investigation. I asked her if I needed to make a payment she stated no. Not while my account is being overlooked. I asked her that the letter stated that I had until XXXX XXXX to make arrangements or my account would be sent to a debt collector. she stated I had nothing to worry about and that someone would return my call within 48 hours. I never received a call. On XXXX XXXX, XXXX, I called Ally financial again to find out why no one has called me back, The representative said she could not give me any information and she transferred me to the debt collector because my account has been sent to them. The debt collecting agency which is ( XXXX XXXX ) notified me when I called that I needed to pay the money and my account was closed and all credit bureaus were notified of my default of payment. I am disgusted by The treatment I have received from XXXX financial. I have been a loyal customer and have never missed a single car payment Since I financed my vehicle. I hope that this issue gets resolved and fixed because they can not treat their customers this way ... it is disgusting!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-09

Key Biscayne, FL

False statements or representation

Debt collection: Auto

Indicated committed crime not paying
Complaint: Vehicle payment is past due. XXXX was contracted by lender, Ally Financial, to repossess the vehicle. Unable to locate the vehicle for repossession, " investigator XXXX '', an agent of XXXX, identified himself as law enforcement, made false statements about imprisonment and crimial charges to myself, my husband, and to elderly third parties at my home address. " Investigator XXXX '' also called the elderly family members on their personal cell phone and made additional threats of imprisonment and XXXX. XXXX working for Ally Financial have threatened imprisonment, have harrassed myself and family members at home, telephone harrassment, and impersonated law enforcement. Ally Financial and XXXX have violated The Fair Debt Collection Practices Act ( FDCPA ) and the Florida Consumer Collection Practices Act ( CCPA ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2017-03-09

San Diego, CA

Account opening, closing, or management

Bank account or service: Savings account

Complaint: I am trustee for my late mother-in-law 's trust. I set up a trust account with Ally Bank in XX/XX/XXXX. Since my mother-in-law passed away ( XX/XX/XXXX ), I need to re-assign the taxpayer ID associated with the account replacing it with an EIN. I recently made a request via Ally 's secure messaging system ( and per verbal direction from the Ally trust department ) to make this change, submitting the Ally trust maintenance form and copy of the death certificate. I received a response message from Ally that I am was not authorized to make such a change. I responded to Ally that I am trustee for the trust, and have already provided Ally with a full copy of the trust that states this. I have received no response from Ally since that message ( two weeks ago ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-09

FL

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I have an auto loan with Ally Financial that, per contract, is due on the XXXX of each month. The XX/XX/XXXX payment was made on XX/XX/XXXX Although XXXX is a short month, this is still only 29 days past the due date of XX/XX/XXXX XXXX. Nevertheless, Ally reported me as being 30 days past the due date. The Credit Reporting Resource Guide ( used by all XXXX CRAs ), FCRA, and FCBA clearly defines a reportable 30-day late as being at least 30 days past the billing due date. " While a payment is late if not received by the billing due date, it does not become a reportable 30-day late until at least 30 days past the billing due date. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-09

OH

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: Hello I have been contacted by allXXXXy financial for a debt on a vehicle they financed to me for {$30000.00} sold for {$18000.00} now they are saying I owe XXXX for a vehicle I only had in my possession for a little over 3mons. How can I be responsible.the vehicle was impounded for driving under suspension but how could I be under suspension when I have to have full coverage upon driving off the lot
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-08

Bovina, MS

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-08

Okc, OK

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I purchased a vehicle through XXXX in XXXX in XXXX. From the get go the deal has not been good. The dealership lied to me, and would not take off gap insurance that we asked to be taken off a day or so after the loan. Now, the dealership did not inform me that the customer service for the financial institution is all outsourced to XXXX or the XXXX. I can never get anyone who speaks XXXX at Ally Financial, and now, today, I learned that they have taken almost {$600.00} too much out of my account. My payment was supposed to have been {$290.00} and they took over {$790.00} out. I have a corporate contact at Ally due to some of the other issues we 've had and even she argued with me saying that it appears I initiated the payment to go through. I did imitate XXXX payments, XXXX for {$150.00} and XXXX for {$290.00}, but for whatever reason they charged what they did. I have had to go to my bank to dispute the incorrect portion. Ally Financial is a joke! They are hideous and they do not help. I also have reason to believe I was hacked when the car deal went through as I have had to change banks, phone numbers, and even email addresses since purchasing this car. We may have been hacked prior to the car deal, but we have had nothing but trouble and my credit score has dropped significantly since all of this happened. The issues I 've had are well documented, and I eventually had to email their investor relations just to get someone who spoke XXXX to call me. Today is the last straw. They will not help me with the incorrect amount they charged out of my bank account and I have to file a dispute with my bank now. I am so upset about all of this. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-08

Manhattan, NY

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-08

AZ

Account opening, closing, or management

Bank account or service: Savings account

Complaint: I wrote to Ally Bank on XXXX XXXX to provide me account verification letter. Made few follows ups by email and chat. Since last 3 days - i have made four phone calls. In all spent close to 3.5 hours for this but have got nothing from them except plain assurances. Today morning - i was told that i will be getting it within 3 hours. nothing happened. Then called them during evening - they said may be tomorrow. Good amount of hold/wait time and inconvenience. I know ally is web bank - but these kind of stuff - it 's very difficult to deal with this bank. Has it been any bank with branch-this could be done in less than 30 minutes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-08

Kendall, FL

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-07

Austintown, OH

Managing the loan or lease

Consumer Loan: Vehicle lease

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2017-03-07

Monroeville, PA

Taking out the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-07

TX

Communication tactics

Debt collection: Auto

Frequent or repeated calls
Complaint: Just yesterday, I had seven calls during the day from Ally Auto. Yes, I understand I owe a payment. You have left me a voicemail message. I will respond to it if I stop getting six other calls throughout the day. They change the phone number they are calling from, but it is the same company. Today, I have had five already. On Sunday, they started calling at XXXX On a Sunday. Call one time per day, leave a message. That is how fair collection is supposed to work. Not harassing someone with more than 15 calls in less than 72 hours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response