ALLY FINANCIAL INC

2019-03-02

NJ

Managing an account

Checking or savings account: Savings account

Banking errors
Complaint: Situation : Ally had run a promotion ( Rules available at : https : //www.allypaybacktime.com/rules and attached in pdf form ). In short, it asked the customer to deposit up to {$100000.00} of " new money '' and Ally will pay 1 % of cash promotion on this {$100000.00} - The new funds deposited into the account ( s ) must be from outside the Ally Financial family of companies. I had therefore, on XX/XX/2018 I had withdrew {$120000.00} from my CD to XXXX XXXX, then brought back the money to Ally a day later by buying two CDs, one for {$100000.00} and one for {$20000.00}. So under my example above and your own XXXX XXXX XXXX, this is {$120000.00} of NEW MONEY, of which $ XXXX should be fully applied to the promotion. ( Please see attached files for proof ) What's wrong : Ally had instead only paid me {$98.00} for the promotion. I had contacted Ally to tell them that under the way their rules were written, " new money '' clearly only means new money from a different bank ( e.g., if I had {$1.00}, I gave {$1.00} to my friend, my friend then gave the {$1.00} back to me, that {$1.00} my friend gave to me is " new money '' by their definition in their terms ). Instead Ally refused payment and arbitrarily said that the " new money '' had to bring my account above a certain watermark that was not mentioned in the actual terms. As you can see other people have discussed Ally 's reluctance to pay at https : XXXX and at https : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-01

NJ

Written notification about debt

Debt collection: Auto debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-28

Birmingham, AL

Struggling to pay your loan

Vehicle loan or lease: Loan

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

Timely Response

2019-02-28

Baltimore, MD

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

Vehicle loan or lease: Lease

Their investigation did not fix an error on your 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

2019-02-28

Ann Arbor, MI

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
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

2019-02-28

Chester, NY

Incorrect information on your report

Vehicle loan or lease: Loan

Personal 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

2019-02-28

Waco, TX

Opening an account

Checking or savings account: CD (Certificate of Deposit)

Didn't receive terms that were advertised
Complaint: Hi there, My wife and I both enrolled a 1 % deposit bonus program in XX/XX/2018 at Ally bank. This offer was giving each customer 1 % bonus of total deposit amounts. After contact with Ally bank, I was told we both can not receive the deposit bonus because we have withdrawn some funds from our previous joint account. However, I don't accept their explanation so I would like to submit this complaint. My wife and I used to have a joint XXXX High Yield Certificate of Deposit ( CD ) ending in XXXX and we closed it and withdraw {$100000.00} from this account. After closing this account ending in XXXX, we opened two different Certificate of Deposit ( CD ) individually. I opened a No Penalty 11 Month CD account ending in XXXX and deposited {$100000.00}. My wife opened a 12 month CD ending with XXXX and deposited {$85000.00}. Ally explained to me that because I deposit {$100000.00} and withdraw {$100000.00} from the joint account XXXX, I didn't qualify for the promotion. For my wife, she deposited {$85000.00} and withdraw {$100000.00} from the joint account XXXX, she didn't qualify for the promotion either. Obviously, Ally bank mistakenly counted the closed joint account XXXX twice, make my wife and I both missed this promotion.My understand is if {$100000.00} of closing account was counted on my account, it would not be counted again on my wife 's account. So at least the {$85000.00} of my wife 's deposit should be counted as new external funds and she is supposed to receive a {$850.00} deposit bonus. I submit this complaint to ask Ally bank help us to fix this issue? Thanks XXXX
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

2019-02-27

Washington, DC

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: On XX/XX/ 2018, we made the initial payment on our auto loan from Ally in the amount of {$440.00}. We used our XXXX online bill payment service. Several days later we got an email from Ally saying our payment was past due. After calling them, we decided to pay the initial payment again and work on resolving the problem hoping to get a credit. We consulted with our bank, who provided a proof of payment letter for Ally, which we faxed to them, along with proof that we were the owners of the bank account. We have since talked to Ally on the phone, used their online chat, and sent faxes with the documentation of proof of payment and have been told that the situation would be rectified but to date nothing has happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-27

Denver, CO

Managing an account

Checking or savings account: Checking account

Problem accessing account
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

2019-02-27

Berkeley Lake, GA

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

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

Timely Response

2019-02-27

Bayway, NJ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Since XX/XX/XXXX or so I hold a checking a savings a money market about XXXX CDs and an investment account with Ally. as well as an Ally credit card. For the past 4 months Ive paid my Ally CC with my Ally checking account almost in full with balances ranging from 3 to 4 thousand dollars. For the past 4 months Ally has held my payment for almost 10 days. In other words it gets debited from my checking the next day but does not get applied to my CC as a payment for almost 10 days. So for the past 4 months Ive had to call Ally on the phone and inform them that I need the hold released. This has been time consuming and frustrating. yesterday XX/XX/XXXX about XXXX I placed another of these calls for my XXXX dollar payment to be released. I was on hold for one rep to do a conference call with the other rep and once the Ally bank rep got on the line with me and the CC rep the process of authentication began again with my security questions which all were answered correctly with the help of my daughter. I am a XXXX XXXX who greatly relies on my daughter and son to remind me of my security questions as well as my doctors appointments my medication schedule and any other detail or information I find difficult to recall. So the Ally bank rep stated she Heard someone in the background giving me the security questions information. to which I said Thats my daughter. The rep said that was not allowed. I explained to her what I just explained to you the reason is my recollection difficulty. The rep then said she would have to email me a security code. I told her I am out of the house and dont have access to my email which is on my computer. I do not email on my phone. She asked for my phone number. I told her I changed my phone number middle of XXXX from XXXX to XXXX XXXX so the number she has on file is no longer mine. I told her I dont need a code since I answered all the security questions correctly. She said I wasnt authenticated. I obviously then became upset since The main reason I was on the phone with these two reps was to release my XXXX dollar payment which Ive had to do for the past 4 months. I told the rep this is frustrating and I will be closing my CC account as well as ending my banking relationship with Ally. The phone call ended. This was about XXXX XX/XX/XXXX. At XXXX the same day when I finally arrived home from a stressed day which I had spent with a dear friend suffering from XXXX I log on to Ally bank online and discover my account is LOCKED. I immediately call the bank and after authenticating my account am told that my account has been referred to a specialist and they will contact me in XXXX to XXXX business days. I tell the rep thats unacceptable and wish to speak with a supervisor. I spoke with XXXX who tells me the specialists go home at XXXX and I have to call back the next day which is today XX/XX/XXXX. I called today about XXXX request the golden specialist and after being on hold for XXXX minutes waiting for this specialist the rep comes back on the line and tells me the specialist has to contact me. I can not initiate the contact to resolve my account being locked. ALL my accounts are locked. There is no way for me to transfer funds between accounts and my CC is being denied every single time. The level of hardship this has caused me is debilitating. Having no money to put gas in my car buy groceries transfer funds from my savings to my checking account to cover the property tax checks I wrote yesterday. I can go on. As a senior citizen I felt I was discriminated against by a rep who has no comprehension or understanding of what it it means to be XXXX with a XXXX XXXX I can understand the security protocol however this was not the issue. If my account was to be compromised or if I had a XXXX to my head does the bank think the person stealing my money would be giving me the answers. This was done purely out of ignorance stupidity arrogance and overall bias.
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

2019-02-27

CA

Managing an account

Checking or savings account: Savings account

Banking errors
Complaint: Ally bank advertised a Payback time promotion. The promotion stated -open an account by XX/XX/XXXX, fund it by XX/XX/XXXX, leave the money in that account until XX/XX/XXXX and receive a 1 % bonus up to {$1000.00} on XX/XX/XXXX. I followed all the steps and time frames- received an email stating that I was enrolled in the promotion. I just noticed that I did not receive a 1 % bonus into my account when I checked on XX/XX/XXXX. I called and spoke to a CSR and she told me that a " personal trust '' vesting is not allowed. No where in the paperwork or in the fine print did it ever state this. The complaint was escalated to a supervisor, XXXX, who told me she would escalate to upper management and some one get back to me. I told her I would file a complaint with the CFPB if this oversight has not been fixed. As of today, my account has not been credited with the 1 % promotion.
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

2019-02-26

TX

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Problem when attempting to purchase vehicle at the end of the lease
Complaint: Will not provide payoff instructions letter to purchase car at end of lease via other lender. They will only provide the information verbally. They can't generate a payoff letter. Want me to just mail a check for $ XXXX to an address they give me over the phone and wait and see. Trying to make me go to the dealership and have them process so they can sell me on a new lease. Spent hours on phone with them and got different addresses and instructions from different reps. File attached is all they would send me, just the amount and no details on how to pay the amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-26

Arcadia, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
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

2019-02-26

Scottsdale, AZ

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the 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

2019-02-26

South Florida, FL

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: XXXX XXXX,2019 My credit was pulled and I did not authorize your company to pull my credit. I didnt sign a credit application with your company and i would like the inquiry remove. I did not authorize the crooked people at XXXX to use other companies
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-26

Ft Lauderdale, FL

Vehicle was damaged or destroyed the vehicle

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

Complaint: On XX/XX/2019 at approximately XXXX a tow truck was seen attempting to pull my vehicle from the space it is parked which is on my property. The tow truck operator was conducting the town upon Ally Financials request. Upon seeing this I ran out of my home and demanded he stop the tow due to the fact that one of the tires had just recently blown and this had resulted in the car laying very low to the ground and as such any attempt to pull it at a raised Angle would result in damage to the front bumper and also cause severe damage to the front wheels due to the fact that the front passenger tire was completely flat. The repair of the tire was scheduled to occur on or about this coming Friday the XXXX. The tow truck driver ignored me and proceeded to attempt to tow despite my objections. This of course led to the front bumper being almost full broken off the front of the vehicle. Upon hearing me scream at him that my vehicle was being damaged in the process, the tow operator decided to stop and look at what was happening. I advised him that he was now in breach of the peace and as such he would be wise not to attempt to come back on to my property until I have discussed the matter with the creditor lest he expose them to ever more liability. When I went back into my home to get the key for the vehicle after the tow operator already dropped the vehicle, he yet again attempted to tow the car when I was trying to get into it and started to drive away. Now with it locked in to and pulling my car this caused me to fall beneath the car and suffer bruising, cuts, and abrasions to my hand and leg. I yelled again advising the tow operator that he was dragging me. When he stopped I again let him know his company was in violation of state statutes related to breach of the peace and that he was again putting the lender in ever more legal jeopardy especially now that I had suffered physical injuries caused by his negligence. I warned him not to come on to my private property again without my permission and if he did so i would contact the police for trespassing advising the entire incident was being very well documented. I understand that I am behind on payments, I am presently waiting for my tax return to be able to bring my account current with my lender. It was my understanding that my account wouldnt become eligible for repossession until I was at 90 days or more delinquent. As of today the vehicle was only 85 days. Ironically I was just informed today by the IRS that I can expect payment of my refund to be deposited on the XXXX. I attempted to contact the lender to advise them of this but their offices had already closed for the evening. I would like to pay the lender but am upset that my vehicle was greatly damaged in the process of their tow attempt. The entire cost of the vehicle purchase was more than 27k, as of today I believe the total due is less than 4K, so of course there is great interest by me to ensuring that the remaining monies be paid. It will likely cost me at least 3000 to replace the bumper, so go figure. If ally is unable to accept a payment from me to bring the vehicle out of default then I guess Ill have no other choice than to seek bankruptcy protection in the courts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-26

Laredo, TX

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-25

Arco, CA

Managing the loan or lease

Vehicle loan or lease: Lease

Billing problem
Complaint: I have a auto loan with Ally Bank. My auto payment ( contractually agreed upon at time of leasing in XX/XX/XXXX ) was increased by {$3.00} per month with no reason given by Ally some time in XX/XX/XXXX. I was never informed. Months later, once it accumulated to {$27.00}, I began receiving calls incessantly from Ally and did understand why. I finally spoke to a representative and they explained that my account was delinquent and past due {$27.00} which would be reported to the credit bureau and adversely impact my credit if I did not pay right away. I was furious as I pay {$280.00} automatically on time every month. I asked the Ally representative to simply take the payment over the phone and they told me I could not. I asked them to just take it out of my auto payment ... they told me they could not. I asked them to push balance month to month so that the additional charge would be paid in my lats auto payment. They said they could not do that. They told me to go online and log in and change my auto payment. I have tried SEVERAL times and can not do this online. I finally gave up and made a manual payment online on XX/XX/XXXX in the amount of {$27.00} in addition to my auto payment. Since I can not log on monthly to pay {$3.00} so that my account is not delinquent, I am collecting a late fee of {$4.00} every month in addition. I am certain I am not the only one they are running this scheme on ... What they are doing this is making it inconvenient for me to pay an arbitrary, nominal increase to my loan which results in a late fee. They are making {$7.00} off of me monthly and I have no control. They are counting on me to not log on every month to pay {$3.00}. I don't know how this practice is legal. I still do not know why my monthly was increased by this amount. I have written emails and I have left messages, I have threatened to sue and no response. Please help me stop this!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-25

NE

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was paid
Complaint: In XX/XX/XXXX our company finished up a lease with a company truck. At this time we were sent an invoice that had some erroneous charges on it. On XX/XX/XXXX our company sent a check for {$840.00} and very clear terms as to what this payment was for and how it was paying off the remaining debt on the auto loan as we did not agree with some of the charges for alleged damages that Ally tried to charge us for. In this letter with the check we also very clearly stated this payment should be considered full settlement for this loan and cashing the check would be considered acceptance of these terms. By XX/XX/XXXX Ally had cashed this check and sent us additional invoices for what they considered an unpaid amount. We had clearly disputed this amount in our previous letter as well as numerous calls back and forth between our company and Ally. By XX/XX/XXXX they sent us a notice that they were going to report negative information to the credit agencies and proceeded to do so, at this time they also sold the debt to a third party debt collector. At this point every attempt to contact Ally about the account in question was met by them immediately transferring our calls to the third party debt collectors. Ally has since sent this to 3 different debt collectors including XXXX XXXX and most recently XXXX XXXX XXXX. After speaking with these debt collection agencies and sending them all of the correspondence including the attached paperwork below they refuse to pursue the debt and send it back to Ally. As you can see from the attachment below a check with was sent with clear terms outlined that it was for full satisfaction and accord, or as provided by UCC 3-311 the claimant sent a conspicuous statement to the person against whom the claim is asserted that communications concerning disputed debts, including an instrument tendered as full satisfaction of a debt, are to be sent to a designated person, office, or place. You can then see Ally clearly cashed this check and credited our account with the corresponding amount. From here there has been a never ending flow of calls/paperwork as they pursue this debt and refuse to deal with us directly.
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

2019-02-25

East Union, WA

Managing an account

Checking or savings account: Savings account

Banking errors
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

2019-02-25

Zachary, LA

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

2019-02-25

Mansfield, LA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
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

2019-02-25

El Mirage, AZ

Managing an account

Checking or savings account: Checking account

Fee 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

2019-02-25

Ny City, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I have complained before about Ally Bank. They have falsely sent my information to XXXX in retaliation for a complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response