ALLY FINANCIAL INC

2018-04-13

Jacksonville, FL

Charged fees or interest you didn't expect

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

Complaint: On or about XX/XX/XXXX, I caught the bus to XXXX XXXX in XXXX, FL to purchase a used XXXX XXXX I noticed they had a used XXXX XXXX online. The same vehicle was a XXXX rental car lot for XXXX, XXXX. I went on a test drive with XXXX, a saleperson while it was dark not accurately seeing it and its lack of features.They used manipulation to get me to purchase a rental car 2 years old that was on the lot with XXXX miles. My credit didn't qualify but my dad sign the loan for the vehicle the next day. The finance manager, XXXX XXXX said '' he would be able to finance only based on the following conditions:7-year service contract, GAP, Protective Coating, Extended Warranty. '' My dad 's credit score was sufficient to purchase the XXXX XXXX XXXX minus the above. XXXX XXXX insisted we purchase the above to be acceptable to the loan. He used Ally however, he told us the protective coating was a gift but it was added to the loan for {$900.00} unknown to us. The total price of the car was {$20.00}, XXXX which was overpriced. Early XX/XX/XXXX after attempting to cancel the warranty, the Finance Mgr tried to get me to trade in on another car but I rejected his offer. Prior to my visit to the dealership, I was in a crash that wasn't my fault but XXXX said because of my lack to communicate the crash effectively, I was responsible. I ask why would I deliberately crash my brand new car? I don't make accusations but this could be seen as a ploy to keep the vehicle, warranty, and GAP insurance by XXXX, XXXX and Ally. After being disgusted, I called XXXX of XXXX 10 - 12X who said the warranty I signed on XX/XX/XXXX with another finance manager who told me because I didn't cancelled the warranty within 30 days I would only receive 90 % refund yet it wasn't processed. The fraudulent acts that resulted from all three businesses were full circle. Several more calls were to XXXX before finally getting them to processed while informing Ally of their deception even sending a copy of the cancellation to Ally. They took this information and decided to restructure the loan to include a daily finance charge I think it was Ally or XXXX either way they may not succeed after the fact, XXXX willing!!!!! I was told XXXX of XXXX would process the cancellation yet it was 3 weeks only after I filed a complaint with XXXX and XXXX of XXXX XXXX and the Consumer Affairs Agent returned my call and lied and said there's no way to see if a cancellation was processed yet all other reps told me they could see it had not been processed!!! This week I received a call from Ally stating that the warranty was cancelled but I'm being charged a daily finance charge from {$4.00} to {$4.00} and the cancelled only reduce the loan amount to {$17.00}, XXXX which was an astonishing, evil revelation to my XXXX year old XXXX dad and my XXXX year old XXXX mom whose on a fixed income and only purchased the car in order for me to take them to their doctors appointments and we had been deceived many other times by repairmen attempting to fix junk cars we owned for the past two years. We assumed we would be able to purchase a dependable car. I called this elder and middle-aged abuse of power, loan fraud, extortion for personal gain and complete disregard for the " Truth in Lending '' laws or any other laws which protect consumers. Under no circumstances has anyone from the XXXX, Chamber of Commerce, Urban league, FTC and the State Consumer Protection Agency encountered such a auto loan with daily finance charges. We are not Trump, but we too have had a crime committed against us!!!! We feel that XXXX XXXX, Ally, XXXX are the responsible parties!!!! XXXX and Ally Financial should be boycotted. XXXX should give me the car I was originally suppose to get and finance the accurate terms of the purchase of a used car!!!!! Their greediness should be frown upon in the marketplace but definitely in XXXX 's eyes!!!! If they would do this to an elderly couple on a fixed income they will do it to you or a family member given the opportunity!!!!!!! We should be outraged and eliminate further opportunities of deception!!!!! They and other Chamber of Commerce Members have given assault to injuries in every aspect of my life since XX/XX/XXXX but the wrath of XXXX is upon them whether they correct this or not!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-13

Mequon, WI

Improper use of your report

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

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

Timely Response

2018-04-13

IA

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 the loan on a new vehicle 12 months in advance. Ally Financial took one additional payment of {$530.00} out of my direct payment account and has NOT returned it to me in 30 days. I contacted customer service reps. at Ally seven times. I recorded four conversations ( I informed them that I was recording the conversation every time. ) I contacted Ally three additional times by " chat '', and I printed those communications as well. I was initially told by Ally that I would receive the refund of my money the week of XX/XX/XXXX. I was told the refund was mailed to me on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and finally on XX/XX/XXXX. It is now XX/XX/XXXX and I still have not received the money Ally took out of my account. The vehicle was paid in full on XX/XX/XXXX ... 12 months ahead of when the final payment was due. I have recordings and documented copies of the misleading information I have been given for the last three weeks. Why are they allowed to get away with this? Why couldn't they return my money electronically to the same account they took it out of? Why are seven different people confused and not sure of " exactly '' what is happening? Another complaint about the TITLE for the vehicle. I actually paid off, in full, two loans years ahead of time. I asked the question ; " ... when will I receive the titles for the two vehicles? '' I was told by three reps. that the titles would be send to the DMV. I asked " ... what DMV? '' No one could answer that question. However, as it turned out, one title WAS sent to the DMV in XXXX, IA. and second title was sent directly to ME! How about that? Who really knows what they are doing at Ally? Why would Ally release two vehicle tiles worth {$50000.00} and NOT return a payment amount of only {$530.00} ... what is worth more? It makes no sense that they would delay returning a small amount of money, but have NO problem releasing titles worth many thousands of dollars? The fact is, they DO NOT want to release MONEY. They hold on to the money as long as they want to, without reason or justifiable cause to do so. This needs to be examined and corrected. Note : Ally should be regulated to " refund '' customer 's money within two weeks or less. They should be forced to " direct deposit '' refunds if they have been paid by " direct payments '', all of my payments were made on time with direct payment terms. Ally should be punished for making " false '' statements and unprofessional conduct and concern for outstanding customers like 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

2018-04-13

Kings Ferry, NY

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: On XX/XX/2018 Ally Financial ran my credit report without my authorization. I applied for a car loan for lease and I gave XXXX XXXX approval to run my credit report, not Ally Financial. This needs to be removed 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

2018-04-12

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-04-12

Foothill Ranch, CA

Struggling to pay your loan

Vehicle loan or lease: Lease

Lender trying to repossess or disable the vehicle
Complaint: After struggling to catch up with payments after one was paid and somehow lost through XXXX Ally refused and disobeyed the law in regards to disclosing the process on how to file a ten day extension to recover my vehicle as required by CALIFORNIA law. I made several attempts to retrieve that info and no one would tell me and the paperwork sent said nothing of it. I am now going to loose my car because I needed the extra time. I have been in a whole ever since.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-12

Las Vegas, NV

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

2018-04-12

Oxford, GA

Getting a loan or lease

Vehicle loan or lease: Loan

Problem with additional add-on products or services purchased with the loan
Complaint: On XX/XX/XXXX we purchased a XXXX XXXX XXXX XXXX XXXX from XXXX of XXXX XXXX, FL. I live in XXXX, GA and saw the vehicle on their website. They did a Face Time to show me the vehicle and because I couldnt see everything up close, I asked them if there was any body damage or dents, and if the headlights were clear. They assured me that there were no dents or body damage, and that the headlights were not cloudy. In fact, the salesman said they had someone clean the headlights. When I received the vehicle, this is what was wrong with the $ XXXX vehicle I had just purchased : 1. Body damage in the amount of {$750.00} 2. Headlights were not clear ( part of the {$750.00} ) 3. The 2 rear tires had a XXXX manufacture date and were dry rot and worn and had to be replaced - {$650.00} 4. Replace Battery in the key fob - {$8.00} Further, when I realized that the vehicle didnt have a sun roof, they quoted me a price of {$850.00} to install a sun roof. They charged me {$1300.00}. I have called repeatedly and left messages for the manager to call me and havent heard anything. XXXX XXXX XXXX XXXX engages in deceptive practices and took advantage of me as a senior citizen and XXXX veteran. I have invoices to show that I paid for the body damage, 2 Tires and a battery for the key fob. I feel the difference in the price of the sunroof should not have been added into the loan and that the cost of the body damage and tires should have been deducted from the price of 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

2018-04-11

Chicago, IL

Incorrect information on your report

Vehicle loan or lease: Loan

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

Timely Response

2018-04-11

Thousand Oaks, CA

Improper use of your report

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

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

Timely Response

2018-04-11

Sparta, NJ

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

Timely Response

2018-04-11

Adams Cove, NY

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 explanation

Timely Response

2018-04-10

Eatontown, NJ

Incorrect information on your report

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

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

Timely Response

2018-04-10

Improper use of your report

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

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

Timely Response

2018-04-10

Washington, DC

Incorrect information on your report

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

Account information incorrect
Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Washington, DC XXXX Ally Financial XXXX XXXX XXXX XXXX MN XXXX Re : Acct # XXXX Dear Madam/Sir, I am writing to you today regarding my account # XXXX. The purpose of my correspondence is to see if you would be willing to make a " goodwill '' adjustment on the reporting of this account to the three credit agencies. During the time period this account was established I was very happy with the service. I was however not the ideal customer and made mistakes with my handling of the account. I should have done better with keeping my account in good standard, I take full responsibility. I became aware of the unpaid balance when I got a copy of my credit report inXX/XX/XXXX. I know that payment was my responsibility and I am not attempting to justify this breach of my user agreement. I was however hoping you might review the circumstances under which this non-payment occurred and consider removing the negative trade line associated with this account from my three credit reports. In the first seventeen months, my monthly payments never delinquent more than 30 days. However, after my husband was XXXX XXXX XXXX and was unable to work our family suffered financial hardships and my bills became overdue. This caused my account to be delinquent from XX/XX/XXXX. As soon as my financial situation became better, I worked very hard to get my account up to date. Per my credit report, I have not gone pass 30 days of being delinquent on this account. In addition, I am also working very hard to pay off all late fees. I provide this not to justify why the account was unpaid, but rather to show that the issue with ( Ally Financial ) is not a good indicator of my actual credit worthiness. I hope that ( Ally Financial ) is willing to work with me on erasing this mark from my credit reports. I would like to stress the fact the information currently being reported is accurate. I am simply asking ( Ally Financial ) for a courtesy gesture of goodwill in having the credit bureaus remove this account from my report. I do recognize that this request is unique and that it may not be your normal policy. Please consider that the Fair Credit Reporting Act does not demand that all accounts be reported, only that any account that is reported be reported accurately. Therefore, a company does have legal discretion and permission to remove any account it chooses from the credit report. I'm hoping you will do that in my case for this account. Your kind consideration in this matter is greatly appreciated. Regards, Your Signature XXXX 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

2018-04-09

Bedford Park, IL

Improper use of your report

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

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

Timely Response

2018-04-09

OH

Incorrect information on your report

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

Account status incorrect
Complaint: Ally bank claims that we missed 2 back to back car payments. We have bank statements proving the money was taken out of our account by the due date. They claimed it had been reversed but no where in our statement was the money returned. They claim that in their system we only missed the month of XXXX. 4 different months were reported on 3 different credit reports as being late payments. Our car payment is {$340.00} a month, sometimes we are charged that, sometimes we are charged {$100.00} more. The first time I called to get this resolved the woman stated that they had a glitch in their system and our payment was now late for XXXX. We set up auto withdraw payments 3 times and they had been working. She was very rude and refused to let me speak to someone higher. She said she would investigate the issue. My husband made me an authorized user as well. That was Friday, today is Monday. I just called and the woman that answered said that the entire system was down and she couldnt access any accounts, she said to try again in 2 hours. I called back 10 minutes later and tried to speak with another woman who said I wasnt an authorized user on the account ( she had no issue accessing the account ). Next, we tried to log into our online account and they have it locked. Not only are they charging us sometimes {$100.00} extra a month, but they are falsely reporting to the credit bureaus. We are trying to buy a house and no one will approve a loan with 2 back to back missed car 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

2018-04-09

MS

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 recently received a copy of my credit report and saw that there is a hard pull on my credit from your company. I do not recall giving anyone at your company permission to pull my credit. I have not applied for credit with your company. Therefore, I believe that I am a victim of Identity Theft. Please contact the credit bureau at once and have this had inquiry removed. Please send me confirmation that my request has been honored. Thank you for your cooperation in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-09

FL

Managing an account

Checking or savings account: Savings account

Banking errors
Complaint: On XX/XX/2018, I called to inquiry why I was paid {$2.00} on a {$6000.00} balance on an online savings account knowing when I opened the account, I was told that I was going earn 1.45 % APY and they kept evading my question. After 6 phone calls I told them that I would like to close the account for their malpractice and bait and switch antics. My account has been temporarily locked and I have no access to my funds. This is disconcerting and I feel discriminated against for my ethnicity being XXXX, had I been white, they wouldnt have XXXX me around. They have falsely promoted an APY that is clearly inconsistent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-09

Junius, SD

Getting a loan or lease

Vehicle loan or lease: Loan

Fraudulent 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

2018-04-08

Discovery Bay, CA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: I obtained an auto loan back with ALLY FINANCIAL back on XX/XX/XXXX for XXXX. The car was involved in a hit and run back in XX/XX/XXXX. I informed them of the situation. When I spoke to one of their reps, after my car insurance paid off 97 percent of the loan, they told me I would not have to pay the remainder of the loan until XXXX but please be advised it would accumulate interest. When I received phone calls from them, I was informed that I was expected to continue to keep making regular payments because I didn't have gap insurance even though I was advised different. Ally Financial harrasses me Monday through Sunday with over 10 phone calls per day. They call after hours after XXXX XXXX Monday through Friday to harrass me as well even when I speak to them and tell them I am aware there is a balance on the account and I will take care of it as soon as I can. I do not return their calls anymore because if I do, I get even more harassment phone calls from them and more letters harrassing me with letters stating notice of intent to make negative report on mu credit in which they have now did. This is why I am coming forth to have them investigated so others can have record of their tactics. I am sure they got angry that they could not reach me so they decided to try and damage my credit. Thank you, 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

2018-04-07

N Hollywood, 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

2018-04-06

Cleveland, OH

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-04-06

CA

Managing an account

Checking or savings account: Savings account

Problem making or receiving payments
Complaint: Submitted a XXXX payment to my XXXX XXXX from Ally Bank but I have never received it. Contacted Ally and XXXX XXXX but they keep on saying that it's not their fault. Submitted supporting documents to Ally that I have not received it but they are unwilling to resolve the situation.
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

2018-04-06

Houston, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: My issue is with the late fees charged on the account. I've had automatic payment on this account since day one. The payment is debited from my checking account and applied to the loan. Apparently some months ago one payment was returned and I didn't realize it. I hardly ever log in online to check this account since my payments are done automatically. The day I log in to obtain information about the loan since I was thinking of refinancing it, I noticed that a payment was due and I made my payment. On XX/XX/XXXX I sent an email to Ally asking to see if any fees could be refunded because I saw that an amount of {$490.00} was due in late fees only. I get a response on XX/XX/XXXX and it asks me to call them because due to the nature of my request they need to speak with me by phone. I call them on XX/XX/XXXX and the person who assisted me said he couldn't do anything for me. I replied back to the email online and ask them why had they asked me to call if they were not going to be able to assist, they could have just said that they were not going to assist on their email response. Based on that email, they only refunded {$29.00}. If they check my payment history, they'll see that for the past 4 years I have not had any other late payments and I deserve to be refunded more than that if not all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response