ALLY FINANCIAL INC

2018-09-12

Avondale Goodyear, AZ

Money was not available when promised

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 monetary relief

Timely Response

2018-09-12

Delray Beach, 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

2018-09-12

Hillsboro Bch, FL

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-11

Wonder Lake, IL

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: On XX/XX/XXXX I initiated a payment of {$900.00} on Ally 's website through their " XXXX '' feature. It is essentially a peer-to-peer payment system similar to XXXX. " XXXX '' has this nifty feature where you can delay the payment being sent, so I chose to delay the payment until the XX/XX/XXXX so I could confirm if the goods were sent or not. My payment ended up being taken and deposited with no goods or services provided. When I went to go cancel the " XXXX '' payment, the payment said it had arrived in the recipients bank account " within minutes '' of me hitting send ... .I then reach out to Ally to let them know of the situation and the representative has not a clue about " XXXX ''. I asked if it would be possible to initiate a chargeback considering I had sent the payment on the terms it be delayed until the XX/XX/XXXX and I confirmed the goods had been sent. After a brief hold, I am told to dispute the sent payment through XXXX and they would contact me within 10 business days about retrieving my money. Of course, 10 days later I receive a letter stating they can not help me retrieve my money since I initiated the payment. When I reach out to " XXXX '' customer service on the matter, they state it should only be used with people you know and that my bank would help retrieve my money. So here I am with both companies pointing fingers with no real information on where my money is and why they have no fraud protection on their services. A true disgrace that they implement a feature in their platform that has no regards of protecting their users and keeping their money safe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-11

IL

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX client, XXXX XXXX is a victim of identity theft. He was notified of an inquiry made by Ally bank on behalf of XXXX XXXX of a fraudulent application submitted with his information without his consent. An inquiry was made into his XXXX and XXXX credit report XX/XX/2018 related to this application. AN official dispute of this inquiry was sent to Ally bank XX/XX/2018 and to XXXX XXXX XX/XX/2018. Ally bank replied that XXXX XXXX was the party responsible for inquiry removal ; this statement by Ally is incorrect according the FCRA and Ally is now in violation of FCRA guidelines and at this time are in violation of my client 's federal consumer rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-10

Magnolia, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: XX/XX/XXXX I purchased my new XXXX XXXX XXXX and made regular monthly payments on time. Due to unexpected financial difficulties, it became necessary for me to request a 60 daypayment extension. XX/XX/XXXX I electronically accepted a 60 day extension agreement. The customer service rep said my next payment in the amount of {$160.00} will be due on XX/XX/XXXX. XX/XX/XXXX I discovered I was supposed to have paid {$240.00} by XX/XX/XXXX so I called Ally. The customer service rep said she was updating my extension agreement and I paid the {$240.00} on line making the next payment due XX/XX/XXXX in the amount of {$160.00}. XX/XX/XXXX I called customer service as I noticed my account did not reflect the payment arrangement. Spoke to XXXX who said the arrangement does not go into effect until I have made the other partial payment of {$160.00} on or before XX/XX/XXXX. She then became somewhat pushy trying to get me to make the payment today, ASAP. I finally told her I could not make it until between XX/XX/XXXX. In any case it will be made before XX/XX/XXXX. XX/XX/XXXX Paid the {$160.00} that is due on XX/XX/XXXX. It will be posted XX/XX/XXXX XX/XX/XXXX I contacted customer service as I received a threatening letter dated XX/XX/XXXX from Ally stating I had until XX/XX/XXXX to pay the past due amount of {$770.00}!! NOTE : The letter is dated the day after I spoke to customer service on XX/XX/XXXX and was told my extension was being updated!!! I was told the Ally customer service rep I spoke with on XX/XX/XXXX did not update my current agreement. Instead a new agreement was generated and mailed to me. Because the new signed agreement was not signed and returned everything expired. It is important to note that not only did I not receive a new extension agreement, the customer service rep NEVER said an agreement was being mailed. Consequently, I did not know to be looking for one. I was further told because I contacted Ally and paid the required amount Ally would be mailing me yet another extension agreement for signature. I requested it be handled electronically like the first one but was told that was not possible. They could only fax or mail. This made no sense to me and, when questioned, customer service had no explanation other than they could not email. XX/XX/XXXX Today, XX/XX/XXXX, a full week later and I still have not received an extension agreement!! XX/XX/XXXX I received the extension agreement dated XX/XX/XXXX ( almost a month late ) and it was mailed in an unsealed envelope with a postage meter stamp dated XX/XX/XXXX!! Clearly, the information given to me by Ally customer service reps has all been inconsistent and untrue. XX/XX/XXXX XXXX XXXX, a supervisor at Ally, called and left me a voice message to call her back. I called her back three different times leaving a voice message each time asking her to leave a detailed voice message for me and not just asking me to return her call. XXXX never called back. I continued to send emails to Ally through their web site recanting my communication timeline with them and asking why they are not responding, why will they not honor my 60 day extension agreement, what is Ally trying to pull? Is it their intent all along to repossess my XXXX since I owe very little on it? Ally never responded to my later emails. XX/XX/XXXX Again, I called Ally customer service as I had received yet another letter dated XX/XX/XXXX telling me I had until XX/XX/XXXX to pay the past due amount of {$1000.00} or risk repossession. This amount includes the two payments I was to have been given the extension for plus the added penalties. I ended up speaking with XXXX XXXX who said she was a supervisor ( ID # XXXX ) and told me she sent an email regarding my complaint to the Escalation Dept. XXXX further said I dont need to worry about repossession as this is still under investigation and no repossession order has been issued. I said an investigation does not take this long. Ally has been given all the dates and if all calls are recorded as they say they just have to pull those dates. I told XXXX that considering the lies and runaround Ive been getting from Ally the past 2 months I would like for her to forward me, via email, a copy of the email she sent the Escalation Dept and document what she told me about not needing to worry about repossession because at this point I do not trust anything Ally tells me. I need documentation. XXXX responded that she is not allowed to send emails. Clearly Ally does not want any of their communication documented which tells me they are trying to hide something.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-10

Amherst, NY

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 non-monetary relief

Timely Response

2018-09-08

Occoquan, VA

Confusing or misleading advertising or marketing

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

Complaint: XXXX XXXX as Car Dealer has done hard inquiries on my name without my permmission to : XXXX XXXX XXXX on XX/XX/2018 Ally Finance on XX/XX/2018 XXXX XXXX on XX/XX/2018 XXXX on XX/XX/2018 Other ... XXXX XXXX on XX/XX/2018 XXXX XXXX on XX/XX/2018 2018
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-08

S Charleston, WV

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

2018-09-08

Tarzana, CA

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Excess mileage, damage, or wear fees, or other problem after the lease is finish
Complaint: On XX/XX/2018, after 3 year lease, I returned my vehicle as instructed by the the bank and dealership where I leased from. The finance person at dealership stated that I have a " lease protection plan '' which I knew it. I returned the vehicle in good conditions and way under mileage, XXXX miles not driven. But on XX/XX/2018, the bank took possession of the car, subsequently sent me a bill of {$1500.00}. Stating that the has damages, excess wear and tear, etc ... This is outrageous and lack of moral. I have the report from the dealership the car has no damages, except for a minor scratch on the front bumper that won't exceed {$350.00}. Even though that I have a lease protection, still the want to collect more money. I told them that, I pay what I owe, NOT what I don't..Now they're threaten me with negative credit report. Please I need help to stop this institution committing fraud against 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

2018-09-08

Fort Worth, TX

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

Vehicle loan or lease: Loan

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 monetary relief

Timely Response

2018-09-07

San Antonio, 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: Ally financial Inquiry on XX/XX/2017. unauthorized inquiry had been made on my credit report, I did not authorize this company to run my 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

2018-09-07

Chef Menteur, LA

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 monetary relief

Timely Response

2018-09-07

Loris, SC

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
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

2018-09-07

MA

Managing the loan or lease

Vehicle loan or lease: Lease

Problem with fees charged
Complaint: After my lease was bought out by the dealer a got a new car from, Ally Financial still billed me for another month of the previous lease. After numerous calls, they finally agreed that the car was not under my possession anymore and that they will send me a check for the amount owed. I was given a reference number for the check and was told that I would be receiving it in the next couple of days. After 2-3 weeks I followed up with them and they said that they could not process the reimbursement because my account was closed and they could not get access to my information anymore.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-06

Blue Mound, TX

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-09-06

Antioch, SC

Incorrect information on your report

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

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

Timely Response

2018-09-06

Dulac, LA

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

2018-09-06

Boulder, CO

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: In mid-XXXX I tried depositing a check in my Ally checking account using their mobile app. The app said I could not deposit the check because it had already been deposited, which was not true so I tried depositing two other checks for different amounts. I got the same false error message when I tried to deposit those checks. I contacted Ally support, and they told me it was a problem with the mobile app, so on XX/XX/2018 I tried depositing the first one of those checks through their website by uploading photos, however I got the same false error message. I continued trying to deposit checks through the mobile app over the next several days, however when it became apparent their system was broken and their support was unwilling or unable to help me I cancelled the one recurring payment I had set up in bill pay. That payment went out anyway, so I had the recipient destroy the check. However, Ally still charged me a {$25.00} overdraft fee for that payment on XX/XX/2018 as well as identical fees on XX/XX/XXXX and XX/XX/XXXX, one of which was for an automatic payment. These overdrafts were entirely Ally 's fault for failing to keep check deposits working.
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

2018-09-05

Barnsboro, NJ

Opening an account

Checking or savings account: Savings account

Unable to open an 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

2018-09-05

Northside, NC

Fraud or scam

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

Complaint: On XX/XX/XXXX, I responded to an ad on XXXX and paid {$90.00} through XXXX for 2 XXXX concert tickets. I never got the tickets. When I called Ally Bank they said they were FDIC insured and would be able to get my money back. They then sent a letter on the XX/XX/XXXX saying that the transaction was legitimate and they would be unable to get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-04

Boston, MA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: Ally Bank has been requested to close all accounts opened in my name without authorization. Several disputes for the unauthorized use of my information have been made and to this date the financial institution has refused to act appropriately. I continue to receive calls from representatives regarding new accounts being open and access remains for accounts that have been disputed. Unauthorized activity remains unaddressed and dispute for unauthorized/improper debit remain unresolved. XXXX XXXX continue to provide false statements contradicting recorded calls and obscuring resolution process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-04

Lakehurst, NJ

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
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

2018-09-04

Chester, NY

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Problem extending the lease
Complaint: I had my account set up with Ally Financial on automatic payment. When my lease was up I extended my lease yet they they failed to notify the me that the auto-pay deactivated. I have always made my payments on time never being late the term of my lease.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-03

Shulerville, SC

Incorrect information on your report

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

Information belongs to someone else
Complaint: Ally finances states that on XX/XX/2017 I applied for a loan which I never did. There are hard inquiries on my credit reports XXXX XXXX, XXXX and XXXX. I called ally finances and they stated there were no accounts under my name on file, and they wouldn't take this fraudulent information off my credit reports with XXXX XXXX, XXXX and 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