ALLY FINANCIAL INC

2018-05-31

Burlington, NC

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem while selling or giving up the vehicle
Complaint: My car was wrecked on XX/XX/XXXX and deemed a total loss on XX/XX/XXXX. One week later the insurance total loss adjuster established the total payout amount for the car. I gave the adjuster the finance company contact information in order for her to get the total payout amount for the wrecked vehicle in order to settle the amount due. Around XX/XX/XXXX I received a call from the finance company stating that my payment was past due. I informed them that I no longer had possession of the vehicle, it had been total loss due to an accident and that the insurance company were given their contact information in order to pay off the car. Immediately after I called the total loss adjuster and informed her of what the finance company stated concerning the payment, she stated they would " cut the check immediately. '' Three weeks later, after receiving no follow up from the insurance company or the finance company and assuming the payout check had been received, I noticed a change on my credit report. The finance company has reported my car payment as 30-59 days late and has caused my credit score to plummet. So I contacted the insurance company to see why they have yet to pay off this vehicle they now have possession of, they informed me that for 3 weeks the finance company hasn't answered their phone calls and is refusing to send a letter of guarantee in order for insurance to pay off the car. I contacted Ally several times in which they continually lied to me stating they have received no correspondence from insurance and refusing to allow me to speak to a manager or supervisor. Even with knowledge of the accident and after receiving numerous calls from insurance they have continued to add daily finance charges for each day they can drag things out. They are also continuing to report these bogus charges in my credit report, drastically affecting my credit. On XX/XX/XXXX I filed a complaint to the XXXX. After receiving the complaint, Ally finally acknowledged the correspondence from insurance and sent the letter of guarantee, which states that if they send the pay out amount the determined for the value of the vehicle they will take possession of the vehicle and own the vehicle. On XX/XX/XXXX the insurance company issued the pay out check, sending me a confirmation email when they issued it. Ally has yet to update the balance owed and continues to add additional finance fees although they have received pay out from insurance. They are still reporting these bogus charges on my credit report. They are also refusing to file the GAP insurance I purchased with the vehicle in the event of an accident, GAP would cover any additional charges that insurance didn't pay. I have not had possession of this vehicle since XX/XX/XXXX. This is not fair and should be illegal! Ally customer service is a joke! They will lie to you before you can take a breath. They all crooked and should be SHUT DOWN!
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

2018-05-31

Quartzsite, AZ

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
Complaint: I paid off my vehicle loan as of XX/XX/XXXX. I received a letter the beginning of XX/XX/XXXX stating I could possibly have a GAP refund due. I contacted Ally it find out the details beginning of XX/XX/XXXX, at that time the representative did inform me there was a refund due however they were unable to provide me with the details on the amount but I should be receiving the refund within 45 days from payoff. After not receiving any refund via mail I contact Ally on XX/XX/XXXX, upon speaking with a representative she informed me the refund was mailed out XX/XX/XXXX & if for any reason I have not received payment within 2 week to give them a call back. As of XX/XX/XXXX I still had not received my refund due, I called Ally to inform them & was told I need to wait until the following Monday to request the check to be reissued. On Monday XX/XX/XXXX I contact Ally to request the refund check to be reissued, the representative advise me at that time that it would take a 2-3 days for my request to process & the check to be mailed out. At that time I request additional information on the prior check to be sent via mail or email to me for documentation. I have several issues prior with mis information so I documentation. As of today XX/XX/XXXX I have yet to receive any detail on the prior check mailed out & have yet to receive my refund. I reach out to Ally who informed me that my refund has not been reissued but couldnt provide me a reason as to why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-31

TX

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: On XX/XX/XXXX my husband and I were in an auto accident and my XXXX XXXX XXXX, which was financed by Ally, was totaled. Although I bought a new vehicle about 3 weeks later, I paid my XX/XX/XXXX payment on my totaled car because my insurance company and the gap insurance company were still settling. In the middle of XXXX, I called the Total loss department at Ally and asked for a breakdown of what was being paid. I was given the payoff amount of my car, the total amount my insurance company and the gap insurance company were paying and the amount of credits for the refund of the gap insurance premium. It all totaled to XXXX. Three months went by and out of the blue I get a letter from Ally saying that I owed them {$1400.00}. I have called them 6 times asking for an itemization of why I owed this amount and why it took them 3 months after all the insurance companies paid to let me know I still owed money. They keep telling me they will escalate my issue to a supervisor and have them call me back. I had a supervisor call me back one time and she said that she was escalating it to upper management. No one is calling me back and explaining why I was told I had a XXXX balance in XX/XX/XXXXand then 3 months later I owe them money. I had gap insurance, I was told I had a XXXX balance in XX/XX/XXXX. Why do they keep ignoring 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

2018-05-31

Cascade, WA

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Termination fees or other problem when ending the lease early
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-31

Finksburg, MD

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: My husband and I have had joint bank accounts with Ally Bank for approximately 5 years, including 1 checking and 2 savings accounts. As of XX/XX/2018, Ally Bank has been holding our money hostage for 9 days. Due to a potential security breach, our accounts have been frozen since XX/XX/2018. We now have no way to pay our mortgage, student loans, car payments, credit card payments, insurance, etc. Several of our bills are now past due, making us appear to be irresponsible borrowers. We have called Ally 's customer service and loss prevention departments several times, but they keep giving us the run-around. When we've asked to speak to the retention department or a supervisor, or to have the problem escalated, they've told us they " don't have access to that information. '' It's absolutely asinine. The way this is being treated is completely unacceptable. We feel we have exhausted every resource with Ally Bank and now we need outside help. Detailed information about the issue below. XX/XX/2018 : My husband ( XXXX XXXX ) tried to use his XXXX debit card at a gas station pump. The transaction was declined. Worried that maybe his paycheck hadn't deposited, he tried to log into the app to check our account balance. It wouldn't let him log in. When we called Ally 's customer service number to find out what was going on, an employee told us that someone had called in impersonating my husband, trying to gain access to our account, so they locked out our account. The employee wouldn't give us any further information, but told us it would be researched and that someone would contact us within 2 business days to resolve the issue. ( That would have been XX/XX/2018. ) He told us that most likely, we'd be issued new debit cards. XX/XX/2018 : By the afternoon of the deadline they gave us to call us back, no one from Ally had called either of us. We were concerned we might have to wait until after XXXX XXXX to hear from someone, so my husband called Ally. He was told a woman named XXXX from Loss Prevention would be handling our case. She told him she was working on it and would have it resolved, soon. XX/XX/2018 : Having not heard back from the bank ( XXXX XXXX weekend ), I tried to call XXXX, but she appeared to be skirting my calls. The employee who did answer gave me a really hard time and was hesitant to provide any information to me. She finally told me that Ally was in the process of creating new accounts for us, which should take an additional 1-2 business days and that new debit cards should be mailed within 3 business days of that. I told her that would leave us without access to our money for 13 or 14 days, which was unacceptable. She told me that's just the way it is. XX/XX/2018 : I called again for an update as we had not heard back from Ally. They told me our case had been transferred to yet another person/department and that they had no further information for us. These are the dates and times I have called Ally in regard to this issue. I don't have the list of times my husband has called them. *NOTE : ALLY HAS NOT CONTACTED MY HUSBAND OR ME AT ALL. XXXX XX/XX/XXXX, XXXX ( Customer Service ) XX/XX/XXXX, XXXX ( XXXX in Loss Prevention -- wasn't in yet ) XX/XX/XXXX, XXXX ( general loss prevention number ) XX/XX/XXXX, XXXX ( loss prevention -- had to call back in a 3 way call with my husband because they wouldn't give me the information I needed. ) XX/XX/XXXX, XXXX ( general loss prevention number ; they referred me elsewhere ) XX/XX/XXXX, XXXX ( Customer Service -- I asked to speak to the retention department, but they instead tried to get me back in touch with the LP people who aren't helping. ) XX/XX/XXXX, XXXX ( XXXX in Executive Care -- left voicemail ) XX/XX/XXXX, XXXX ( general Executive Care number -- no one answered )
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

2018-05-31

Milford, NJ

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

2018-05-31

Memorial Square, 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

2018-05-31

Middletown, RI

Managing an account

Checking or savings account: Savings 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

2018-05-30

Managing an account

Checking or savings account: Savings 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 explanation

Timely Response

2018-05-30

Casselberry, FL

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of fraud
Complaint: XX/XX/XXXX this same character from XX/XX/XXXX is still attempting to open an fraudulent account using my personal information as a victim of identity thief that has a fraud alert on all the 3 different credit bureaus and still after I just informed Alley Bank to get stronger all their online procedures letting anyone apply online with out a verifiable documentation of where ( IP address, with city, state and town where the application is coming from or who is really trying to open up a account in a fraudulent transaction. a very weak security system to weed out id thieves ' on line especially when the same person has done this same crime 4 times from XX/XX/XXXX to XX/XX/XXXX at the same institution Ally Bank. This tells me that a weak procedures the bank has is not determining fraud on line at their banking institution. MY NAME HAS A FRAUD ALERT EVERYTIME THE SOCIAL SECURITY INFORMATION AND PERSONAL INFORMATION IS USE THRU ALL 3 CREDIT BUREAUS IN THE UNITED STATES! THEY MUST CALL ME FIRST!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-30

Anaheim, CA

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Complaint: Im just a Co-Signer on the contract and basically its my dads car. He is not able to pay the XXXX XXXX which negatively affect me. I was wondering if they could just remove me from the contract as a co-signer and just solely put the contract to my dad
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-30

Detroit, MI

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

2018-05-30

Duluth, GA

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-05-30

Macclenny, FL

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 received a letter of denial from XXXX XXXX for a vehicle I did not try to purchase. The requesting Auto dealership XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX is not on the internet with a valid phone #. My credit report was run by Ally Bank and was denied. The reporting Credit Bureaus were XXXX, XXXX, and something called XXXX XXXX XXXX. XXXX XXXX XXXX The difference on my credit was reported lower with XXXX by 200 points. I don't care about that but what I do care about is I never tried to buy a XX/XX/XXXXXXXX XXXX automobile. This report should never have been run. Application Number w/ Ally Bank was XXXX reported on XX/XX/XXXX They gave a phone # on the letter to call XXXX but I was suspicious of this # so I looked Ally Bank up on the internet and called the XXXX number listed on the web. Of course they do not know anything about it and can not give me any info. They even said they did not have a complaint dept or fraud dept I could speak to ( is that even legal? ). They insisted I give them my DOB and SS # over the phone. I refused and ended the phone call. Also- I do not know who XXXX XXXX XXXX is but there are numerous complaints filed with the XXXX and disparaging remarks on the internet about this Credit Bureau . they list a phone # XXXX but it is also on the letter so I refuse to call it. This has got to be illegal and if it is, I want to know how to fixt this so I can keep them from running my credit report. I think Ally Bank and XXXX are committing fraudulent operations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-30

Key Biscayne, FL

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Hello, I received a letter some years ago stating that I was part of a discrimination lawsuit against ally financial .They charged me extreme amounts of interest it was ridiculous, then I had gap insurance on the car and they would not honor the GAP agreement.They are very nasty on the phone and have very poor customer service. Very frustrating dealing with this company, please advise of any info you require from me. My account number is XXXX, please help, Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-29

OH

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Ally XXXX I called XX/XX/XXXX to get a 2 month Deferral I changed jobs and it got us behind. Deferral was granted after paying 1 payment {$450.00} that day and speaking to XXXX XXXX ( the car is in XXXX name so they needed to speak with him ) I wanted to set up automatic payments but rep said I cant until the deferral is processed. Then a month later when logging on to pay my payment it said we were behind. This was XX/XX/XXXX spoke to 3 reps that morning one of which said he could fix the problem and just do a 2 month deferral now due to the mix up and began the process and then realized he would have to talk to XXXX due to the loan being in his name I tried several times to get him on the line and got disconnected then when I called back twice no one could help me. I had to go into work. Called back later that night with XXXX still XX/XX/XXXX and spoke to a supervisor XXXX # XXXX explained she said that there was only a 1 month extension I advised that was the problem it should have been 2 months per conversation XX/XX/XXXX. Advises I want the calls pulled and reviewed from XX/XX/XXXX and the morning of XX/XX/XXXX and I want this resolved. Was told will take a few days and that she ( XXXX XXXX will call me back XX/XX/XXXX and she will put a DNC on my account til resolved. She never called back and collection calls continued on account. XX/XX/XXXX called and was told no supervisor avail to talk to me will have someone call me. XX/XX/XXXX was on hold over an hour with no one coming on line to check on me then told that they have other people to talk to no supervisor can talk to me today will need to call back tomorrow. XX/XX/XXXX called and talked to XXXX XXXX who said that it is under investigation and that he cant do anything for me but will have XXXX call me back. Advised him that she had never called me back he said he cant do anything because she opened the complaint. XX/XX/XXXX no phone call from XXXX Did receive a message from someone couldnt make it out on recording called and was told that I have to speak with XXXX he is the one who called me but he isnt there now. Will tell him I called and have him call me tomorrow. XX/XX/XXXX rep again knows nothing, nothing noted on account and no one avail to talk to and will have XXXX call me at XXXX tomorrow morning. XX/XX/XXXX no call back. XX/XX/XXXX rep said that XXXX is not there asked what time he comes in rep said doesnt know she said she will check and see if he is there? Came back to line and said he is not avail not there until XXXX. Advised I have a job and work full time I need to speak to someone now that can handle this she put me on hold and came back and said that there isnt a supervisor to speak with they all have other calls to take. Advised thats ok I will be filing a complaint and calling an attorney tired of dealing with 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

2018-05-29

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
Complaint: I called Ally Financial in XX/XX/XXXX to obtain my payoff amount. I wired the payoff amount through my bank. I have been waiting on my title and today XX/XX/XXXX, I received another bill for a another monthly payment but isnt due until XX/XX/XXXX. Its there mistake for not giving me the correct amount and I dont think I should have to pay this amount. Its absurd. They are a joke as to a finance company and I plan on suing them and my attorney will go after them for legal amounts that incrue for his time and any other fees that he see fit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-28

Lubbock, TX

Communication tactics

Debt collection: Auto debt

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

Timely Response

2018-05-25

Jupiter, FL

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was paid
Complaint: I have an ALLY FINANCIAL charge-off on my credit report that should have been covered by my GAP insurance. When I called they said that I was not covered for this debt because I had a late on the account. There is nothing at all in my contract that states my GAP coverage would not charge if there was a late on my account. I want this debt and account removed off of 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

2018-05-25

Arco, CA

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

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

Problem with personal statement of dispute
Complaint: - XX/XX/XXXX ; Ally Financial was charging $ XXXX.Claim for Excess Wear & Tear, after returning leased car. - XX/XX/XXXX ; Made for Total Settlement Amount Due {$1200.00} ( Account Balance {$1600.00} ) Payment Installment Plan with Ally Financial Down Payment Promise Date XX/XX/XXXX - {$610.00} ( Paid on time ) Final payments @ {$610.00} XX/XX/XXXX {$610.00} ( Paid on time ) Total Payment Installment Plan : {$1200.00} -XX/XX/XXXX ; Ally Financial credit report to Potentially Negative Account with late payment. - XX/XX/XXXX Ally Financial sent confirmation mail, " Ally has been settled and you are released from any and all obligations ''. ( Attached Documents with copy of check ). -XX/XX/XXXX Made a phone call with Ally Financial discussing why my credit report was negative when I already payed off the settlements on time. The reply was if I paid off my remaining balance, the credit report wouldn't be negative anymore. -XX/XX/XXXX *Payed off remaining balance of {$400.00}. *Ally Financial sent confirmation mail, " Ally is now satisfied and you are released from any and all obligations ''. ( Attached Documents with copy of check ). *Credit report remained negative even after receiving these confirmation letters. *Made a call to Ally about this issue ; wasn't given a solution. -XX/XX/XXXX *Disputed to 3 Credit Bureau for issue ( See above ). *Received dispute result from XXXX , " Completed investigation of FCRA dispute - consumer disagrees '' OR XXXX XXXX , " DISP INVG COMP-CONSUM DISAGRS ; >SETTLED-LESS THAN FULL BLNC< ; CLOSED. '' * Also, XXXX sent the result by E-mail. But it wasn't opened. It looks like some kind of security problem. Any how I need to phone call to them. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-25

Clearwater, FL

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 explanation

Timely Response

2018-05-24

Tibbs, MS

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
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

2018-05-24

Broughton, OH

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

2018-05-23

Tucker, GA

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

2018-05-23

Harrisburg, PA

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