ALLY FINANCIAL INC

2019-03-19

NV

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: XXXX XXXX - I co-signed for a vehicle - I was notified that the vehicle was involved in an accident and totaled - Insurance would pay the loan this was in XXXX - then I received a letter from Ally that payment was not made - I called the insurance company they did process the payment, I called Ally back the girl I spoke with, XXXX, said it takes 3-4 weeks and to make sure I called back to check or Ally would notify me. I waited and the payment was received - I got another letter late XXXX regarding a balance due - I called Ally and the Primary Acct. holder made payment arrangements for the balance of {$1500.00} - I said ok. I got another letter from Ally stating that the balance was still outstanding this was in XXXX. I was told that contact was made and I would receive a letter once the loan was paid in full - In XXXX I got another letter and I called and I said look I'm paying this balance and I'll go after the Primary for any money I was out and I paid it in full XX/XX/XXXX in Amt. of {$1600.00}. I did it through XXXX XXXX XXXX ( PURCHASE AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX NY XXXX CARD XXXX - I was then astounded that it landed on my report - I disputed both on my report and Ally - Ltr received XX/XX/XXXX from Ally they will not remove it from my credit report. I called and said why, I paid even when Ally was still waiting and dealing with the primary account holder person. I paid the balance in full - I have worked to start healing my credit and I should have been told on the first call what they were going to report. I paid it in total. Ally Acct # XXXX Ally XXXX XXXX XXXX XXXX MN XXXX - ( T ) XXXX - It is still showing on my report in the amount of {$1500.00} and Ally said no it was accurate credit information furnished to credit reporting agencies - The Credit Agencies said Ally has to request it to be removed. Please any help is so greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-18

Patterson, MD

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: I currently have an auto loan with Ally Auto Finance, a subsidiary of Ally Bank that I am trying to refinance, I had the refinance bank send a check over to an address that an agent at this Ally Auto provided and requested the check be mailed to. The check was received and signed for by an agent of the bank on XX/XX/2019 ( XXXX tracking # XXXX ). After a few days and increasing concern, I checked-in on the status because the amount had not reflected, after spending minutes over the phone, I discovered the check was just sitting there, no one had bothered to send it to the processing center. Ally Auto claimed it was the wrong address and would send the check over to the right address. They asked for XXXX days for the check to reflect, however, today is XX/XX/2019, and the bank has reverted to its old position of claiming they can not find the check ( {$17.00}, XXXX ), " give it a few more days ''. The bank has a call center located in the XXXX and it is extremely hard for them to comprehend simple requests that are made of them. The agents in the XXXX do not have access to much information and can not solve real issues. I had to refinance my car in order to get my mortgage loan approved, else, I start paying fines/fees come Wednesday XX/XX/2019. I stand to lose $ XXXX in downpayment money and applicable fines if I do not go to settlement by the agreed upon date. An alternate solution will be to have the refinancing company send another check to them and cancel out this one. However, that will take more days I do not have and can not afford. I have had to pay the full amount owed on the vehicle out of pocket. Ally Auto Finance misplaced the refinance check. They practice an inefficient system of receiving checks at one state then forwarding it to a different state for processing. There are two problems with that. The first is that it takes several days to move from point A to point B once they have received the check at point A. The second problem is that they don't track the checks from point A to B. As a result they were unable to tell me where the check was for 10 days and I ended up having to pay over {$16000.00} out of pocket.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-18

Wallington, NJ

Incorrect information on your report

Vehicle loan or lease: Loan

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

Timely Response

2019-03-18

Tuckasegee, NC

Can't contact lender or servicer

Payday loan, title loan, or personal loan: Title loan

Complaint: I have recently moved from one state to another. It just so happen that the registration on my car expired at the same time the move occurred. I called them and asked them to please e-mail me the title so that I could register my car. This took two phone calls and finally me contacting them on their website to get this done. When I received it I noticed that is was incorrect and my name was not on the title. So i then contacted them and after being on the phone for over an hour was informed that they would overnight the package to me. This was on Wednesday XXXX the XXXX. I was told I would have it by the following Monday. Finally on the XXXX. I contacted them and they continued to put me on hold after being on the phone for over an hour I asked the person if they could please contact me back once they have an answer for me on where my title was. After three hours passed I called back and talked to someone else who continued to put me on hold again and after fourty five minutes I then asked this person if they would PLEASE RETURN my phone call this time once an answer is found on where my title was. The following day I had still not received a call so I called back and this person told me that the title they sent to me had been returned to them on the XXXX for some reason that they would be sending me another one that someone from their department would be calling me very shortly. Again the next day I had still not received a call so i called them back for this person to say nothing was on file that that he would have to put me on hold. I sat on hold off and for a hour and a half for this person to finally tell me that they would overnighting me the title again. I thanked them and thought that was the end. Then the following day i received a call form one of them informing me that they were having to order a duplicate copy of the title that this would take two to three weeks and then they would be sending me the information i needed to get the title fixed so that the title would be in my name with Ally as the lean holder, like it should be. Then once they received it they would call me back and over night it to me again. The problem I have with this is my car registration is out. I am not able to drive my car at all that I am making payments on. I have already been waiting a month and I have another 2 weeks at least that I have to wait for them to even get the title that I dont understand how they lost when they told me it was returned to them on the XXXX of XXXX. I will be waiting nearly two months for this company to do something that should have only taken a few days. I will be paying {$230.00} two different times for this car that I CAN NOT DRIVE because this company has messed up and continue to delay me at every turn. I can not get a job in the new town I live in because I do not have transportation. It is hard enough for me to find transportation for my children and I for the things we have to do such as get groceries and such. I would really appreciate your help in ensuring that I can get the required things needed to register my car and I do not think it is fair that I will be paying for my car for two months that I can not drive my car. My payment are {$230.00} a month. This is me paying {$470.00} for a car that i can not drive because the company i pay will not do ANYTHING in a timely manor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-17

Las Vegas, NV

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

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

Timely Response

2019-03-17

New Plymouth, OH

Incorrect information on your report

Vehicle loan or lease: Loan

Account information incorrect
Complaint: I have disputed this company in the past. They do not have updated information on my credit report. I have been making my payments every month, plus additional payments and it shows that the payment history is still past due, since XX/XX/2018. This is affecting my credit score and I want it taken care of immediately. I am so done with this company. Ally Financial.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-16

Chester, VA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: We bought a car from XXXX on XXXX in XXXX. When we arrived on the car lot we informed them we were looking for a safe reliable family vacation vehicle. We also let them know our two year old would ride in it daily so we needed it to be safe. We left with a XXXX XXXX XXXX. Two weeks into having the vehicle we noticed it wasn't driving right. We took it To our mechanic who said there was an extreme oil leak and an extreme differential leak. We didnt believe it since it had just passed inspection 2 weeks before we purchased it. We took it to two other mechanics who stated the same thing to us. We contacted XXXX and they told us to take it to there approved vendor to get looked at. There vendor said he didnt see the oil or differential leak. He was also the same person who passed the inspection on it. He kept the vehicle for about two days to make some repairs and gave it back to us and said it was good. We thought the car was fixed until two months later there was smoke coming from the hood of the car. We took it back to our mechanic who said if anything was fixed he wouldnt be able to tell since it was all used parts on the vehicle. He stated it still had an extreme oil leak, differential leak and also a transmission leak as well. We had a state trooper look at the car with the mechanic who said the vehicle is life threatening to drive and there is no way it should have passed inspection. The trooper said since it has been so long since we purchased the vehicle he wouldnt be able to issue the citation but he would have a talk with the approved vendor about it passing it when it should not have been. At this point we contacted XXXX and told them everything and they said they would have a tow truck come pick the vehicle up and they would look it over again. After looking it over they decided to allow us to come look for a different vehicle at XXXX on XXXX XXXX. When we arrived the first vehicle we looked at had a crack in the windshield. We asked how it passed inspection like that and we were told it must have just happened that day. We were not feeling good about getting another vehicle from them and was already advised by XXXX on XXXX XXXX that the XXXX location stated they were going to pay off the XXXX XXXX loan. So we thought we were done with them until I got an email from XXXX stating they dont know who stated that but they were wrong and we would have to pick another vehicle from them. We found another vehicle and had it checked out by our mechanic before returning to the XXXX location to make the switch. Then we were advised it had been to long since the first loan so they couldn't switch out the vehicle and would have to pay off the old loan and make a new loan. Now I have 8 hard inquires on my credit report. I dont know why since all of this was over ONE vehicle that was sold to us. My family is trying to buy a house and this is going to hurt us now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-16

OH

Managing an account

Checking or savings account: Savings account

Problem accessing account
Complaint: Ally will not answer phone, no matter when I call they put me on hold and say there is a 6 min. wait time,6min. go by and they say again there is a 6min. wait time.I am unable to withdraw money that I need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-15

Salemburg, NC

False statements or representation

Debt collection: Auto debt

Indicated you were committing crime by not paying debt
Complaint: When I was married my ex wife and I we get a car so I'm the principal, then we get divorced and we signed a paper when I'm not responsible for any action of that car, and my ex wife didn't pay, miss payments, incomplete payments, back pay, but now they called me that he dealer get the car and they sold it already on a auction, but my question here is, they can sell the car with out my signature? Because I'm the principal on the loan, and they said that they sold the car on {$9000.00} dollars and some so they said that the balance is like {$14000.00} and they said they willing to work with me and they discount me like {$4100.00} so that's normal that they sell the car with out my signature? So they asked me to pay in full in 6 months, almost every time when my ex didn't pay the monthly payment they send me a letter when she miss pay and this time when they went to pick the car up and they sold it on some auction, they didn't called me or letter or nothing, but now they calling me to pay the difference of the money, what should I do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-15

Magnolia, TX

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Complaint: I am trying to close on a home and I checked my personal credit report on XX/XX/2019 and I noticed many unauthorized hard inquiries had been made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-15

Discovery Bay, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I opened an account with Ally Bank on XX/XX/2019. Acc # XXXX ( XXXX XXXX XXXX ) I deposit the check of $ XXXX to my account from my friend ( XXXX XXXX ) that owe money a while ago. The account was suspended, asking me to submitted the info Social Card, ID, Utility bill, etc2 that was already submitted to them. i was going back and forth between XXXX and XXXX since my youngest daughter just gave birth and my oldest son was lived in XXXX XXXX, XXXX They keep insist saying that they cant verify the payment from XXXX XXXX eventhough its clear that the check has been cleared and deposit to my account ( see proof of clearing from XXXX XXXX ). My friend sent email to XXXX with the documentation of the copy of the credit card and also the remaining balance transfer check. Last call with the rep name XXXX ( Rep code XXXX or XXXX ) saying that they cant verified my identity and the identity of my friend and i told her, what else i can provide them in order to have this thing clear and they aid nothing, they said they in process contacting XXXX to verify the check and the XXXX XXXX already told my friend that nothing wrong with the check and it has been cleared from their end. Got another call after few days and they told me they will close the account and will confiscate the money because they cant verify my identity. What else should i provide to them since i have given them all documentation under the sun that i have. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-03-14

Woodland, WA

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/2019 Ally Bank closed my online savings account and without my authorization withdrew {$39000.00} from my account. I was notified that my account was closed when I tried to transfer funds into another Bank Account and that Bank advised me that my Ally Bank Account was closed. I went online and viewed my account and discovered that there was a withdrawal of {$29000.00} posted on XX/XX/2019. I called Ally Bank and was told that the account was closed and they would mail a check to me for {$29000.00}. I advised Ally Bank that I did not want a check with that large of an amount mailed to me and that I would want that either the account be reopened and the money deposited back into the account or for the money to be transferred to my other bank. I was advised that the representative would " send a message to do that for me. '' I did not hear anything and called back and spoke to a Supervisor, who would only identify himself as XXXX. He advised me that since I did not authorize the withdrawal he would send a message to the " Executive Resolution Office '' and they would possibly reopen the account and stop the check from being mailed. XXXX advised that I would hear from the " Executive Resolution Office '' Not hearing from the " Executive Resolution Office '' I called back on XX/XX/2019 and spoke to a Supervisor who would only identify himself as XXXX. I advised XXXX that I wanted to speak directly to someone in the " Executive Resolution Office '' XXXX advised that he tried to contact them to ask if they would speak to me, but he could not get anyone to answer his call. XXXX advised me that the check was already mailed. It should be noted that on XX/XX/2019 I called Ally Bank and spoke to a representative and advised him that I was going to transfer the funds in my account to another bank. I advised him that when I transferred all the funds out of the account I would then close the account. I advised him that the reason I was calling was to find out what would happen to any interest that would be due me on the account once I closed it. He advised that they could mail it to me. I stated that " they could mail the interest to me because it would be a small amount. '' I never authorized the withdrawal of the {$29000.00} and for that amount to me sent to me by mail. These funds were to be a gift to my daughter for a home closing and that is why they were being transferred to another account. By mailing the check this has delayed my ability to give my daughter the funds in time for her closing which has caused a major problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-03-14

Columbus, MS

Problem with a credit reporting company's investigation into an existing problem

Vehicle loan or lease: Loan

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

Timely Response

2019-03-14

Lockport, NY

Managing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2019-03-14

Closing an account

Checking or savings account: Checking account

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

Timely Response

2019-03-14

Birch Run, MI

Improper use of your report

Vehicle loan or lease: Loan

Reporting company used your report improperly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-14

Bay Shore, NY

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Installment loan

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

Timely Response

2019-03-14

Lynbrook, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-03-13

Wallington, NJ

Closing an account

Checking or savings account: Other banking product or service

Funds not received from closed account
Complaint: On XXXX, both a checking and savings account were closed at Ally Bank. According to the agent spoken over the phone to on XXXX, 2 separate checks were to be issued, one in the amount of {$8000.00} [ Savings ], another for {$61.00} [ Checking ]. A representative in charge of closing the account contacted me on XXXX and stated the accounts were officially closed and two checks were processed and sent out on said date. They implied that it would take from 5-10 business days to receive the checks. A few days later I went online to check the status of the checks since a virtual copy of the checks was made available online for record keeping. I noticed the statements had the correct mailing address on them, except the city was incorrect [ made out to XXXX, but it should have been XXXX ]. I called an agent to resolve the issue, they did notice the city was incorrect and stated that nothing could be done at the moment since the checks were sent out. They made a note on the account about it and advised me to call back a week later and check with them to see if the checks were sent back due to being undeliverable. I called as advised, spoke with an agent about the matter, but now the online statements for the checks made out on XXXX with the wrong city have mysteriously disappeared online and replaced with checks made out on XXXX with the correct city. The agent said that the checks were sent to the right address, but acknowledged that the city was wrong, yet again, but did not want to get into the old statements dated from XXXX mysteriously disappearing and being replaced. Now they have asked me to fill out some forms for lost checks and have them notarized. I have to pay for notarization on behalf of Ally Bank for a mistake they committed for not being diligent enough to set up the address with the correct city. This entire ordeal will cost me approximately {$25.00} to have all this paperwork notarized and sent out. It is not fair for me to have to pay for a mistake Ally Bank made. They should be held accountable and reissue the checks. Now, something that should have taken 5-10 business days to complete is now close to a month. This is completely unacceptable. I am sensing very shady business practices with this entire ordeal. Statements disappearing makes me raise an eyebrow. They are covering their tracks and making customers pay for mistakes they have done. They were fast to take my money when I opened the account, but now they are taking their time returning it to me. They are making me jumps through hoops and all sorts of nonsense. Unacceptable!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-03-13

Tinley Park, IL

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-13

FL

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was result of identity theft
Complaint: XX/XX/XXXX - Ordered credit report and saw Ally Financial Auto Loan, along with several other items reported that were not mine. I immediately reported the identity ftheft and filed a report with the FTC. I followed up by sending letters to the companies involved, including Ally. XX/XX/XXXX - I received a letter from Ally stating that they were still going to hold me responsible for the debt. This included a copy of a contract that someone had signed my name on. XX/XX/XXXX - I received a bill from XXXX XXXX XXXX, a collection agency for Ally. XX/XX/XXXX - I sent a letter to XXXX notifying me that the debt is not mine, and is a product of identity theft. I requested any type of proof that this was my debt, such as identification provided at the time of purchase. I have never bought a vehicle without having to show, and have my government isssued ID copied for their records. I asked for phone numbers or email addresses that had been used to contact the person that actually had the vehicle. XX/XX/XXXX - I received a response letter from Ally stating that their records show that I had entered into a contract for an auto loan with them on XX/XX/XXXX. They acknowledge receipt of my identify theft report. In response to my assertion that I had never once received any type of bill or notice from them, they told me it was my responsibility to inform them of a change of address. How could I inform a company that I do not have an account with of an address change? They included copies of multiple communications, such as a repo notice and a bill of what was owed after repe, that they had sent to an address that I had not lived at since XXXX. I have never seen any of those documents, nor been aware of my name being associated with an Ally account, until that time. I had my mail forwarded at the USPS when I moved. I have had the same phone number and e-mail address since prior to XXXX. My official address from XXXX forward are all a matter of public record, yet, they never tried to actually contact me. XX/XX/XXXX - There were multiple written communications back and forth, with both Ally and XXXX ( the collection agency ). There has been no resolution at all, and no attempt on thier part to resolve this. I continued to tell them it was not my account, and gave them things to look into that I felt would prove that, and they continued to assert that it had been investigated and deemed mine. They said they would not investigate further, and never once gave me anything at all to remotely prove that it was my account. XX/XX/XXXX - I sent both companies yet another letter requesting copies of all records relating to the account such as applications, records of phone number or email addresses used to communicate with the account holder, the investigators report, and identification provided at the time of purchase. I included a copy of my identity theft report, a copy of my government issued identification, FCRA Section 609 ( e ), and a copy of Businesses Must Proved Victim and Law Enforcement with Transaction Records Relating to Identity Theft. XX/XX/XXXX - I received a letter from Ally stating they had received my communication and as I had not provided them with any new information ( how can I possibly provide them with anything at all for an account that is not mine except to give the direction of where to look to prove that it is not? ), they would not reinvestigate. They did not include the original investigator 's report, prior contact information as far as phone numbers and email addresses used, a log of any attempts to actually locate ME before sending me to collections, any indication that they have actually attempted to find out the true account holder, or anything at all that I asked them for, and that as I understand, I have a right to. Currently, I am frustrated, lost and I just have no idea what more I can do to prove that I didn't do what I didn't do. This is just so incredibly stressful, and I have tried so hard to lead them in the way of proving through their own information, or lack thereof, that this is not my account, and all I get in return is continual copies of a contract signed with not even my legal name ( which is how I sign any official documents ), and letters they sent to ab address I didn't live at for at least three years prior to the first letter they indicate they ever sent in my name. Please help. I have no idea what more I can do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-13

Patterson, MD

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: Unknown hard inquiry on credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-12

South Florida, FL

Threatened to contact someone or share information improperly

Debt collection: Auto debt

Contacted you after you asked them to stop
Complaint: I have submitted a request on XX/XX/XXXX asking for Ally to cease all contact with me via certified mail. I have being receiving letters from Ally repeatedly. I was told by Ally Financial Executive Customers Relation employee that all communication will cease as of XX/XX/XXXX. As of date they are sending letters. I have asked Ally to delete the derogatory information on all credit bureaus because they have re-aged and changed the account number in order to prolong keeping it on my credit. I dont understand how they can be allowed to harrass and get away with such illegal tactics.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-12

MS

False statements or representation

Debt collection: I do not know

Impersonated attorney, law enforcement, or government official
Complaint: Caller is allegedly trying to reach a XXXX XXXX regarding a XXXX XXXX. I am neither of these individuals nor do I know them. Further this is a emergency phone rarely used for calls and is primarily here for XXXX emergency doctor/ambulance purposes. Additionally I have been on the do-not-call list for both federal and state. I do not have nor have I ever had a business or personal relationship with Ally. Finally it costs me airtime to either make or receive calls and this is getting expensive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-12

Incorrect information on your report

Vehicle loan or lease: Loan

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

Timely Response