Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been lied to for over 2 months. The representative at Ally Financial, Inc. has argued with me about the balance I owe. They have given me multiple numbers to call to no avail. I have been told that someone will reach out to me on numerous occasions. I am going through a crisis in my life and need to resolve this issue. I spoke mostly with a gentleman by the name of **** (maybe misspelled). Please help me in rectifying this ordeal. I have called everyday this week, and the office has been closed throughout the day. The hours mentioned on the record does not coincide with their operating hours.Thank you so much.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally complain about the difficulties I have encountered while trying to set up an online account to make payments for my lease agreement with Ally, which commenced on May 9th.In my efforts to create this account, I repeatedly received an error message instructing me to call for assistance. Over the past month, I have spent approximately five hours on the phone, speaking with numerous representatives. Despite being transferred back and forth between two departments, I have not received any explanation for the issue, nor has it been resolved.Every time I call, I am assured that a notice will be sent to resolve the problem, but no progress has been made. This ongoing issue has caused significant frustration and wasted time.As a new customer, this experience has left me with a very poor impression of ****. Based on this experience, I will not consider working with your bank again once my lease term ends.

  Business response

  06/28/2024

  thank you.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I set up my car payment online via BANK OZK. April 4th the transaction went through, only 2 payments went. The $554.00 was a mistake. I contacted my bank immediately to see if they could stop payment. The bank said it was too late because the payment was 'complete'. I notified Ally via phone, it is overseas and very noisy I kept calling and I was told the check was mailed the 18th. I waited, I called back and was told they had by April 30th for its return. Yesterday I was told I had not waited the 7-12 business days for the return. I am on disability the 554. Was part of my rent. I was able to give my landlord 300 from my savings. All I had. If I do not get my money back I will become behind on all bills. My landlord decided to raise my rent by 250, 12 days ago. I need help please. I have my bank statement, but no computer.*************************,

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in between jobs and struggling to get by. I reached out to Ally and told them my situation,when I called to see if there was any options for help.Even though I had previously called and been told I did not qualify for help,with no explanation given as to why I didnt qualify.So I didnt expect much when I did call.To my surprise they said I had an option to help me thru this financially tough time. I could split the usual 1 month pymnt into 2 months. They gave me legal documents in my portal to sign which I thoroughly read and signed. My usual pymnt date was the 22nd but after digitally signing there docs I had until 3/30 to make my smaller pymnt. I made the exact pymnt I was told I had to make. I even paid it a day before on 3/29. So I was not expecting any negative consequences to come about, as I followed along with my end of the agreement. During my conversation with the gentleman I spoke to when I called to see what options there were to help me, I asked on mutiple occasions if this decision to split 1 usual pymnt into 2 payments and sign the documents agreeing to this, if it would negatively affect my credit score. I was assured repeatedly that it would not. Apparently I was lied to and/or misinformed. Ally reported my pymnt as late,even though we both agreed to the new date of the 30th. My credit score suffered SIGNIFICANTLY dropping from 673 to 562. It has taken me years to get my score up and in a blink of an eye it was ILLEGALLY ruined. I called them when it went down and they promised to let the bureaus know it wasnt late and I was assured itd go back up. My credit score has not gone back up. I want my score fixed and/or to refinance my car loan thru someone else. This has significantly impacted my life as I was about to take out a loan to cover health related expenses and I will need to move in a few months. Now I wont be able to do either thru no fault of my own. I feel lied to and that my life has been unfairly ruined. Thank you for your help.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****************************** Account: 4-25-2024 - Missing financial trades and missing account balance.Holdings of SPXL missing from all devices. Overall account balance is missing money. Verified on numerous occasions, contacted ********* regarding this issue to no avail, spoke with **** who was not helpful. Account Balance reports $73015.78 however correct balance should be approx (depending on investments) $74,524.28. No explanation provided from ********* investments. This account trades regularly so not having access to my account and incorrect balances will cost me money. Additionally Ive screen captured my account on numerous devices displaying no trades, no holdings, and incorrect balance however do not want to attach them to this complaint for security purposes.

  Business response

  05/15/2024

  Reference Number: 21628432
  
  Dear *******************************:
  
  I am writing in reference to your letter to the Better Business Bureau (BBB), regarding the online display of your trading activity, fund transfers,and account balance, which we received on April 26, 2024.
  
  On April 26, 2024, at 12:32 a.m. Eastern Time (ET), 1:16 a.m. ET, and 1:36 a.m. ET, you contacted us by phone. During those interactions, you explained the situation you were encountering online regarding the display of your trading activity, fund transfers, and account balance. As a result of your initial phone call, the ************* Associate submitted tech ticket PS-********* to review the online display of your trading activity, fund transfers, and account balance.
  
  After market close on April 25, 2024, we experienced an online data display matter that caused Ally ****** accounts to display account information as of the end of day on April 24, 2024.Around 10:28 a.m. ET on April 26, 2024, the online data display matter was resolved, and account information was reflecting appropriately online.
  
  We provide clients with a multifunctional electronic system. Numerous features have been designed to prevent system failure; however, it is possible that service could be interrupted. Any computer system, whether it is yours, your internet service provider's, or ours, can experience unscheduled breakdowns, outages or slowdowns. You agree that if one facilities of access to Ally ****** is unavailable, you must use an alternative means of access to conduct transactions and other account activity. This information, and more, can be found in the Electronic Trading System Disclosure at: ******************************************************************.
  
  We regret any frustration you may have experienced as a result of this matter. If you have any further questions or need assistance in the future, you may contact us at ************************ through the Live Chat link on our website, or by phone at **************. We are available 24 hours a day, 7 days a week.
  
  Sincerely,
  
  *****
  Executive Customer Relations
  Ally ******
  P.O. ******************************
  **************
  
  The content of all messages is subject to access, review, archival and disclosure by Ally ****** system and compliance administrators. System response and account access times may vary due to a variety of factors, including trading volumes, market conditions,system performance, and other issues. Ally ****** Securities LLC and its associates do not accept instructions to affect securities transactions or funds transfers via email. Securities products and services offered through Ally ****** Securities LLC, member FINRA / SIPC. For background on Ally ****** Securities go to FINRAs BrokerCheck. Advisory services offered through Ally ****** Advisors ****, a registered investment adviser. View disclosures. Ally ****** Advisors and Ally ****** Securities are wholly owned subsidiaries of Ally Financial **** Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information,please contact us at ***********************.
  
  Ally ****** Group **** | *********************************
  Ally Financial **** 2023. All rights reserved.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid off my car with Ally Financial in August of 2023; however, I never received my title. I called a month or so afterwards and was told it would process and be sent within 30 days. Another 1-2 months go by, still no title or release. I call again, same response given (30 days). I totally forget about the title. Fast forward, I get hit by a deer on March 2024. My insurance deems my car a total loss. They see **** is still the lien holder and confirm this with me. I tell them I paid the car off and they advise me that I need to send a copy of the title to confirm, so they can release monies. April 17th, I call Ally and they advise that they released the lein on 4/12/24 (which should have been done months ago???). I went to the *** on 4/18/24 to see about getting an electronic certified copy and they notified me that Ally is still on the lein!!! I shared with the *** rep that I spoke to Ally yesterday and was assured it was done. She said it wasn't done and I needed to speak to a supervisor. I called Ally shortly after (on 4/18) and in two hours, I was transferred about ***** times, disconnected 5 times, told my story another ***** times with no resolution. I called today (4/19) to ask for an electronic lein release (which I had to research myself) only to be told that they can't process one because another paper title request is in process (I'd receive it in 7-10 business days). I've been advised that I'd receive my title or something) in 7-10 days, on multiple occasions, never to actually receive it. As a Iast attempt, I call Ally back today (4/19) and was told the same thing (it's being processed as of 4/18 now). I was transferred twice and then the line disconnected once more. I recommend they send their own people through it to truly understand just how 'un-user friendly' it really is. The results: My rental car is due back Monday 4/22/24. I have no title. I can't receive the monies needed to go towards a new car (I'll essentially be *******.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been totaled since December, it is now March and still not paid off. They have received the check from my insurance but will not start the process for gap. When I asked for the documents to be sent to my email they said they couldn’t do it. And everything takes 7-10 business days. It also takes 2-3 days for a manager to call me back. They also wanted me to keep making payments this entire time. I paid the first 2months but now it looks like they just want to collect money and not close the loan.

  Business response

  03/28/2024

  A statement indicating our response to the complaint is attached

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with ALLY FINANCIAL, I do not have a contract with ALLY FINANCIAL, they did not provide me with the original contract as i requested.

  Business response

  03/21/2024

  For Review 

• Initial Complaint

  02/17/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  #************ My 2019 Ram/Dodge was repossessed on or around January 31, 2024, for breach of contract status. A notification was issued to me by ********* regarding their intention to sell the vehicle for a total of $******** if payment was not received by February 15, 2024. The payment that was past due included late fees and costs associated with retaking the vehicle.Debza **************, located at *************************************************************, was the company that had custody of the vehicle. Failure to remit payment would result in the vehicle being auctioned off on February 14, 2024. To release the vehicle, I called to verify that full payment had been received. The representative assured me she would immediately release the vehicle by submitting a form to the asset recovery company. However, when I arrived at the asset recovery facility, despite my repeated attempts to contact the company, they had not done so. Without my consent, they emptied my premises and transported the vehicle to *********** in preparation for its sale. As a result of the company's failure to communicate the information in a timely manner, I am compelled to take a day off work and travel to the auction to retrieve my vehicle. By removing my vehicle, this company has caused me and my family undue inconvenience. As a result, I would not recommend this company to anyone else. In light of the inconvenience, I would like a refund of a certain fee.3. times past-due charges equal $3,269.00 Fees for late charges: ****** expenses(towing): ****** Total = ********

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I am a customer of ******************** with an auto loan. Unfortunately I have various instances of not being able to access my account to pay my account. First reason being the app was changed over to consolidate under one Ally app. Secondly my birthdate was entered wrong under my account.. the birth date was entered at 2-26. I attempted to access my account after the issue was corrected.. now the account is saying it doesnt exist for the third party credit/debit payment. Then when I attempted to pay via phone, the zip code is incorrect. I do not want to accrue interest because you all have a faulty system that I cannot access the account

  Business response

  03/12/2024

  Please see attached response.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩