ALLY FINANCIAL INC

2018-10-19

Tampa, FL

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

2018-10-19

VT

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Problem while selling or giving up the vehicle
Complaint: I took over the lease of this vehicle from another man. The subject vehicle was returned in XX/XX/2017. When I returned the vehicle, nothing was said regarding any issues. Sometime later, I received a letter from Ally stating that the rear of the car or back of the car was missing and I had to pay around {$500.00} for it. I called the Ally help desk and was told repeatedly that the back of the car or rear of the car was gone and I owed Ally for it. I pointed out that were the back of the car missing it would be significantly higher than {$500.00} so none of this made any sense. I then asked to speak to a manager and they said a manager would call me. No such call was received. What followed was a morass of calls ( and letters ) from Ally demanding payment, with me continually stating that the back of the car was there when I turned the car in. It did not matter to the person calling, I owed Ally money for the back of the car. At some point ( over a month after turning the car in ) someone at Ally told me that it was not the back of the car that was missing, but rather the charging unit for the XXXX ( it is an electric car ). I told this person that I did have the charging unit. When I took over the lease from the prior lessee, he gave me the charger ( he was giving it to me with the car and I understood it was his personal property which he did not need anymore ). I was not aware that the charging unit was to be returned with the car. In any event, I told the Ally representative that I did have the charging unit and would gladly drop it off for Ally. I was told it was now too late and that I must pay for the charger ( roughly {$500.00} ). I told the Ally representative, and have repeated it many times to the numerous calls seeking money from me, that I was glad to return the charger but would not pay for it. Since Ally did not tell me what the actual problem was for well over a month, I was not paying for a charging unit when your firm told me that I owed Ally for the back of the car. The upshot of this is I recently tried to get a loan from XXXX on my home. While I would normally not have had a problem getting a loan, this issue with Ally regarding the lease of the subject vehicle is significantly and negatively impacting my credit score. The amount of the loan was limited, and according to XXXX, I was now paying 88 more basis point for the loan due to my credit score having fallen more than 200 points. The reason for the credit score falling was Ally reporting me as delinquent on this loan. This is all in spite of the fact that to XXXX knowledge I had no other payment/credit problem in my life ( I am not a young man ). If you check both written correspondence as well as the many recorded ( by Ally ) telephone calls you will find what I am telling you is accurate. I ask my credit score be fixed. I am, as always, more than willing to return the vehicles charging unit..
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

2018-10-19

New Britain, CT

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

2018-10-18

Santa Ysabel, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: My name is XXXX XXXX. I currently have an outstanding balance with Ally Financial. I had a vehicle for about a year with Ally. Account # XXXX. Unfortunately, I got in an accident on XX/XX/2018. This resulted in being a mess with my GAP insurance, and my insurance through XXXX. I called in on XX/XX/2018 & requested a payoff balance for my account. One of the representatives transferred me to the " Total loss department ''. Apparently this department was the one that would handle my account moving forward. I held on the line & spoke to someone there. They ended up having to transfer me again, because apparently they have two total loss departments. Anyway, I don't remember his name, however I remember the escalated conversation we had. The man quoted me a payoff of one thousand dollars and some change. Throughout that conversation, I admit I was frustrated when he quoted me my amount, because I had the biggest runaround with the whole car situation. I didn't have the money at the time to pay this in full ... as a matter of fact my first payment for the car was not due until XX/XX/18. I questioned if there was a possible payment arraignment we could set up, I was seeking some assistance for a potential reduced payment. Unfortunately, he stated he could not reduce the monthly payment for me, but he did offer me a settlement. I asked him how much that would be, and he quoted me about eight hundred dollars. I do not have the exact amount. I didn't write it down, I figured at the time that I could trust my financial institution to give me correct information. The call began to escalade, I admit on getting agitated with him. I didn't know my GAP insurance was unable to take care of the whole balance for me, so I ran into a MAJOR inconvenience when I head i still owed some money. Ally received my check from my GAP insurance in the moth of XX/XX/XXXX. Six months after the incident. To my disadvantage, I didn't have the money to pay him the estimated {$800.00} he quoted me. I say, and quote " Well, I don't know what you want me to do sir, I don't have this kind of money ''. The payment that was due as of XX/XX/18 was for {$390.00}, I asked him " where did you get this random amount from? '' He said it was a partial payment for the month of XX/XX/XXXX, and starting XX/XX/XXXX i would be due for the contractual payment of {$500.00}. He said I would be done paying this sometime in XX/XX/XXXX of this year. It made sense, with the XXXX he quoted me. He said the balance of the XXXX dollars would have been satisfied by XX/XX/2018. We left off the conversation without intent for me to pay in file. My payment wast due for another 2 weeks, so I dint worry about this too much. This is where the problem started ... I decided to go to XXXX XXXX, and apply for a personal loan to consolidate my credit and have one easy monthly payment for all my debts. I am mindful of my credit, and have been working diligently to raise my score. Nothing of mine is in collections. I have excellent payment history with Ally. Once I got approved for the loan, I decided to give my good friends at Ally a call to pay off my debt. When I got somebody on the phone I asked for my buyout, they said sure give me one second. I wait on the line for about a minute or so and the woman says " Your pay off balance is {$2600.00} ''. I told her ma'am there must be some sort of confusion here. Can you transfer me to the total loss department ... She told me " Im sorry sir, the total loss department is no longer handling your account " ... I requested a supervisor. Of course. She told me I will transfer the call to a representative that takes " escalated phone calls, please wait on the line for 2-3 minutes '' ... I held on the line and spoke to a representative. She tried explaining to me various times the payoff amount, the check amounts, the history and I kept interrupting and kept saying to review the phone call from XX/XX/2018. I ended up crying of frustration on the phone and asked for her to PLEASE help me. She promised to get the call reviewed and said she would follow up. By this time, I'm already contacting my attorney. The following day, I follow up with Ally, get on the phone again and I try explaining to that rep, my situation. Hit me with " Sir your account is being handled by the total loss department, please hold while i transfer your call '' she puts me on hold, gets back and says " Sir, I'm sorry, that department is closed for the day, here is their direct number you are free to call tomorrow '' I explain to her that I had just been informed that the total loss department was no longer handling my account? ... I asked for the same " supervisor '' and get transferred. I speak to yet another woman who refused to give me the name of the last person who I spoke to, she did give me her employee ID " XXXX ''. That rep was out of the office at the time and she was unable to see if the call was revised and pulled. That same rep, CONFIRMED that the total loss department was NO longer handling my account. I get nowhere, we get off the phone and talk to my mom. ( The primary on the account ). At this point, we start collecting paperwork and we start reviewing all our information with Ally. My mom decides to give it a shot and call in with me. AGAIN. We spoke to XXXX. He looked at my account, we asked for a pay off, and he says " This account is being handled by our total loss department '' and this time I interrupt and start getting really angry. ALLY, IT IS NOT MY JOB TO INFORM YOUR STAFF WHERE MY ACCOUNT IS BEING HALDED! GET IT TOGETHER. My mom was already aware, and she told XXXX " NO you are not transferring me, you are giving me my information now '' he agreed and placed us on hold. We go over the account together and get off the phone. Finally, the representative " XXXX '' calls me back XX/XX/2018 and says " Sir, we reviewed the phone call and we confirmed with that department that no payoff was quoted to you on XX/XX/18 and your balance due is {$2600.00} '' At this point I start to cuss and got extremely loud. I WOULD NOT GO TO THE BANK, AND GET A PERSONAL LOAN FOR MY DEBTS AND ASSUME MY PAYOFF IS A CERTAIN AMOUNT!. She clearly told me she head the conversation and says nothing was given to me. This is OUTRAGEOUS. YOUR CALLS GET MONITORED AND RECORDED. I ask to listen to the call and was turned down. At this point I tell her to transfer me to the highest manager at the company, and says " It will be 24 - 48 business hours for them to call you back ''. I told her to transfer me to total loss, to see if they could clarify where the misleading information came from ... I wait for a couple minutes to speak to a woman who says " Sir there is two total loss departments, this is the incorrect one. Please hold while I get you over to them '' I wait 15 MINUTES to finally get on the phone with XXXX. This woman knows how to talk to people. XXXX, HAS BEEN THE MOST KIND, UNDERSTANDING, AND COMPREHENSIVE PERSON WORKING AT THIS COMPANY.. Her tone was empathetic and it made me open up to her to vent about this situation. We spoke and agreed to have her manager call me back instead. She even followed up with me and left me a voicemail when I was at work saying " Hey XXXX, I haven't forgot about you. My manager is still at a meeting and will follow up ASAP ''. This is great customer service. This company over all has given me misleading information, and they have placed me in a difficult financial situation. I took a personal loan out to pay this and my debts off, and committed myself to a payment of over {$400.00} with my bank, and am now being hit with this bill of {$500.00} for 6 months from Ally, all because they are a bunch of unorganized clutter XXXX. I feel like I'm being lied to. I work in the financing industry, I collect debts and I know my rights with the FDCPA. I know you guys are not obligated to have me listen to the phone call, but if my attorney requests it I'm sure we will be bale to figure something out. I spoke to higher management at my job today for a recommendation on my situation, and this company is pending for a lawsuit. Ally fails to take responsibility, they fail to communicate, and have overall completely hate them for the situation they have placed me in. I mentioned to retain an attorney to your representatives since Monday XX/XX/XXXX, and there is still no sense of urgency. I am filing a complaint to the XXXX, and with CFPB. I am at a complete loss of words.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-18

Chestertown, MD

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-17

Richmond Hill, GA

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-10-16

Deerfield Bch, FL

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

2018-10-14

Nashville, TN

Threatened to contact someone or share information improperly

Debt collection: Auto debt

Talked to a third-party about your 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

2018-10-14

Bel Alton, MD

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

2018-10-14

San Antonio, TX

Getting a loan or lease

Vehicle loan or lease: Loan

Changes in terms mid-deal or after closing
Complaint: On Saturday, XX/XX/XXXX, my wife, XXXX XXXX, and I visited XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX. We went to test drive and potentially buy a XXXX XXXX XXXX XXXX XXXX. We were assisted by XXXX XXXX. After the test drive, we decided to try to move forward with the purchase. We submitted a credit application which was turned down by quite a few lenders initially. Then, XXXX XXXX brought out a paper stating that we had been approved for a loan by Ally Financial at a rate of 12 % with our $ XXXX down payment. We were not verbally explained the amounts on the paperwork and he was trying to get us to quickly sign off on the deal. We studied the paperwork closely and saw that they had included optional items, such as a $ 2600+ warranty, $ 500+ fabric/paint protection, and $ 600+ GAP coverage. I told XXXX that we reject the warranty and fabric/paint coverage, and thats where things got ugly. He pressured us about it and then went in the back office and came out with another guy from finance that told us that our financing would only be approved if we kept those coverages. Refusing to be strong-armed into purchasing optional coverages that would consume my down payment and equity in the vehicle, I declined the coverages. During the conversation, the finance guy made a striking comment. He said, were not trying to do anything illegal here. Why would that need to be made known unless he was doing something that he potentially thought to be illegal? Our application was re-submitted and supposedly rejected by Ally for refusing the optional coverages. This would seem counterintuitive since we would have more equity in the vehicle itself by rejecting these coverages. But, once the cushy relationship between Ally, XXXX, and XXXX are investigated further, it makes perfect sense. Here is an excerpt from an article. Ally has signed an agreement with XXXX XXXX XXXX to provide vehicle service contracts ( VSCs ) and guaranteed asset protection ( GAP ) coverage for the group 's XXXX dealerships in Colorado and Texas. Through the agreement, XXXX customers will have the option of adding Ally GAP and Ally Premier Protection service contracts to their purchases. Ally Premier Protection covers the repair cost for over 7,400 mechanical, electrical and safety components on a vehicle, as well as some related expenses such as trip interruption, rental car coverage, towing and 24/7 roadside assistance. It appears that Ally and XXXX are working in collusion to force potential buyers into purchasing F & I ( Finance and Insurance ) products as a requirement for approval. This raises the question of legality. Is it legal to make F & I products mandatory for financing approval? I have been told that this is illegal, and it sure does not feel right. Aside from the outrageous interest rate of 12 % initially offered, they also wanted an instant $ 3k+ payday for optional coverages that are mandatory for approval. I feel as though they are wrong, defrauding the public, and involved in deceptive and potentially illegal business practices. I request an investigation into this cushy relationship and deceptive business practices, and an analysis of the legality of requiring F & I products as a precondition for approval of auto financing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-14

Bradenton, FL

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was paid
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

2018-10-13

Silver Spring, MD

Incorrect information on your report

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

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

Timely Response

2018-10-12

Stkn, CA

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-10-12

Northside, NC

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: Please know this is a formal complaint. I am writing you because of my sheer disgust in how I am being cheated by XXXX XXXX. It is my hope that someone here in the US can get this matter under control now. When I purchased the car In XX/XX/XXXX I was supposed to begin payments in XX/XX/XXXX, statements attached. However, I started to pay in XX/XX/XXXX. My payments are due on the XXXX of each month and late payment charges are which are only about XXXX are not to begin until the XXXX day after the due date. I have paid more than the amount I was supposed to pay each month but, yet I keep getting charged a XXXX late fee. I dont owe a late fee and the late charges are not XXXX per month. I need someone to straighten this out before I make another payment. I called to complain over and over finally, a XXXX in your escalation department somehow got the late chare taken off for XXXX only to be placed on my account for the XX/XX/XXXX due date. This is ridiculous. Also, I dont know what country your representatives are in, but I can tell you they are liars and they are rude. Again, with the escalation department I spoke to a woman who said her name was XXXX on XX/XX/XXXX, she just kept repeating that I owe a XXXX late charge and I kept telling her I did not. When I asked to speak to someone in the US she told me that the US office did not have the power she had, but that she would put me through to the US office. She placed me on hold and never came back. I am not paying a XXXX late charge I dont owe. Before I report this to the XXXX, please have this straightened out and the funds I have paid to your company appropriately placed to my 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

2018-10-11

Alamosa, CO

Incorrect information on your report

Vehicle loan or lease: Loan

Account information incorrect
Complaint: I had an auto loan with XXXX XXXX. The loan was PAID IN FULL on XX/XX/2018 as per their own records, can verify with online account login and listed payment history. It is now XX/XX/2018 and Ally is not reporting the loan paid to major credit bureaus. This is causing detriment to my credit report as it is showing excess debt that I do not actually have. Ally reports at the end of the month, and on XX/XX/XXXX they chose not to report the loan as PAID.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-10

Gilman, IA

Managing an account

Checking or savings account: Savings 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 explanation

Timely Response

2018-10-10

Atl, GA

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-10-09

Rockingham, NC

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
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

2018-10-09

OH

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: Made defer arrangements car payment with Ally Financial by phone. Their representative who acted on their behalf said eligible, sent paperwork, and I sent $ $ as told to make active defer as told. Case # XXXX. Two month defer beginning and including XX/XX/2018 if I sent in {$160.00} and I did and got confirm for that. Was told I have to pay more money to them XX/XX/XXXX for {$110.00}. Ally harassment of me non stop. Two sample days on phone harassment : XX/XX/2018 : XXXX XXXX., XXXX XXXX ; XXXX XXXX phone calls. XX/XX/XXXX : XXXX XXXX, XXXX XXXX ; XXXX XXXX Harassment began day after they got my . Tried working with them calmly when they began harassment. Did not work. Advised them not to call any more. Did not work. Began yelling and cursing at them doesn't work. Put phone status on not accepting any calls. Now they are sending threatening letters and got my first one on XX/XX/XXXX in PO Box . It is dated in XX/XX/XXXX and telling me I have until XX/XX/XXXX or they will take action. They also charged my checking account after date of defer causing more fees to me. XXXX XXXX XXXX vehicle
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

Mabank, TX

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: I Received my credit report showing a inquiry from Ally Financial from XX/XX/18 showing I applied for a Car loan. 3 years ago, I was a victim of identity where my ID AND SOCIAL SECURITY CARD were stolen. I did not apply for any Car loan, and this remark on my credit is causing many issues for me applying for a home which is affecting my score. I did not give this company permission to run my credit for any means necessary. I do not have any means of applying for a car loan as I am a single mom and could not afford and other dept The item is inaccurate, misleading, or incomplete, may have violated federal law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

Scottsdale, AZ

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: There are two accounts with this bank that are included in a chapter XXXX bankruptcy that has been XXXX. The bankruptcy was under my wife 's name and I was awarded a community discharge as a result. The bank did not show up to the meeting of creditors nor did they respond to the notice with any issues they had. Now that this has been XXXX they are refusing to remove this from my credit report or update the status in any way. They told me on the phone that because of the bankruptcy they would not be able to try and collect the amount due but I was still liable for the account. How can this be? They are not able to take payment for the account but it stays on my credit report forever and there is no way for me to move past it? Per what I was told by my lawyer and also the trustee overseeing the bankruptcy this account should be removed from my credit as of XX/XX/2018. I am submitting this complaint as a last attempt to resolve this matter, my next move will be to re hire my lawyer and move towards more aggressive legal actions. I am asking that both accounts be removed from my credit report immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

Yonkers, NY

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

Cheverly, MD

Communication tactics

Debt collection: Auto debt

You told them to stop contacting you, but they keep trying
Complaint: I have asked Ally Auto Financing back in XXXX then again in XXXX, XXXX and XXXX not to call my cell phone during the hours of XXXX to XXXX XXXX that it is an inconvenient time frame due to my cell phone is used for work purposes. They continually call during those hours and when I send it to voice mail they will call back approx. 6 to 10 minutes later. I do not dispute that I am behind on my loan, due to divorce and health issues along with the car being broken down and in the shop for about 2 months along with paying out for rental cars, but they have now gotten me in trouble at work I have had 2 verbal warnings and I can ' afford to loose my job. They will call me week day during the time frames that I asked them not to call and will call 2-3 times a day. the calls are coming from the West coast and I am on the East Coast. so far this month they have called me on XX/XX/18 at XXXX XXXX, XX/XX/2018 XXXX XXXX, XX/XX/2018 XXXX, XX/XX/2018 at XXXX, XX/XX/2018 at XXXX, XX/XX/2018 at XXXX and today XX/XX/2018 at XXXX and then again at XXXX XXXX. it was like this the whole month of XXXX, XXXX and XXXX. This is getting to the point where I'm getting ready to get terminated from my place of employment. I have finally had enough and want them to come get the vehicle so they will no longer harass me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

Brick, NJ

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-08

IN

Charged fees or interest you didn't expect

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

Complaint: I purchased a 2017 XXXX from XXXX XXXX in XXXX, I had already been pre approved by an institution I've had a car loan with previously, the process went way into the late hours of XX/XX/XXXX into the early hours of the XXXX. There were 3 or more contracts drawn due to mistakes. There were a few things represented to me about the vehicle that just are not true, and I contacted the sales guy a day or two after about the transmission, but when I got a statement 3 days before due to a ALLY financial, the payment was 200 dollars higher, and on top of that they only allowed XXXX for my trade in which books for 5-6 thousand XXXX XXXX XXXX, I contacted them, made the 1st payment and demanded this be corrected, and that this is not the contract that I had agreed to. ( my name was not signed the way I sign it on this contract, the amounts were wrong, and my wishes to not have any hard inquiries, and use the creditor of my choice were ignored, along with the wrong address on the contract which is why one of them needed re written after I pointed it out to the finance guy ) they have harassed me and also harassed a family member by phone, telling them about my debt. I was advised that I signed the contract and I have no other choice but to pay this ridiculous amount, so I filed a dispute with XXXX, and sent them ( ALLY ) a validation demand via certified mail. They continued harassing, ignored my demand, and even repossessed the vehicle, this violates my consumer rights which I stated on their recorded phone lines at which reserving my rights, particularly ucc 1-308, and Ill pay the amount I agreed to, but I will not accept this misrepresented contract, I also contacted the dealership, and was hung up on after asking for a manager. My name is copyrighted so they have also defamed my name through false reporting to the credit bureaus. Please help me get this straight.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response