Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have attempted to access my online statements for months but have not been able to. I have called the lender, ********** multiple times and they refuse to send them to me. I don't know what is going on with the account besides their snapshot view which shows very little. They keep creating "reallocations" for $0 on my account, but I don't know why or what they are doing in the background and no one will explain it. I am extremely frustrated with this company. I want all documents including statements, payment history, reallocation history, notices, contracts, and title information sent to me. I will accept it via email at ******************** or via paper, but I want it as soon as possible so I can figure out what is going on. They also informed me they are not required to allow me access to my statements online or via paper, regardless of what I select, which is not true at all. I have changed to paper statements now, but I am not certain I will get them. I am on the phone again waiting for a supervisor after being hung up on twice and disconnected from chat once after the person on chat gave me information on another person's account, including their SSN. After trying to get through to a supervisor, I finally told a ** *** that they had to wait on the line with me until a supervisor was on and I was transferred to ***** after a 14 minute wait. During that time, they magically made the statements appear. ***** attempted to tell me they were there the whole time, even though I have photos of screens showing they were not from today and months ago. I am still not happy about being told they do not have to give me statements and about one of them giving me another customer's information including the ***. It makes me wonder what they will do with my information. I would like someone who is not a supervisor, but actually higher up to call me.

  Business response

  11/26/2024

  Please review the attached response. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During purchase of a vehicle I originally financed through Ally financial. I was told that Ally would not finance without an extended warranty. I refinanced with University Credit Union, and the vehicle was paid 100% in full with the 10 day payoff amount. I cancelled the extended warranty and a check for ******* was issued to Ally by Monument ********* in ******** *****. Ally issued a check for ******. There is ****** unaccounted for.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car on 8/23/24 for my daughter from AutoNation in **. A $4000 down payment was made and a loan was taken out for approx. $8500-$9k. I was told my first payment would be due on 10/6/24. Since August, I have received 1 postcard to create an online account. That was done then a few days later it seems my account was removed and I can't access it. On 9/24/24 I called and was told that my account was "pending paid in full". I was told I would get a call back when it was researched. No call back was made to me. On 9/27/24 I called again. The automated system said there was no record of me. I spoke to someone who said there are notes on my account and there are "definitely errors". They said they were escalating to a supervisor to fix it and I'd get a call back. No call back was made. On 9/27/24 I messaged the bank on ******** after I saw LOTS of complaints. They replied on 9/28 that someone would call me. No one did. On 9/30/24 I called and was told my account appears as a $0 balance and the car dealership made a $4000 payment to my account (probably my down payment?). Told I would get a call back. No call was received. On 9/30/24 I messaged again on ******** telling them no one has contacted me. No response. On 10/1/24 I received a call from the Executive Customer Relations Team. She gave me the name of the person that is working on my account and said they will call me. ***** ************, option 4, option 8, ext. ***** and he works 8-5 eastern. I have not talked to ***** or received a call from them.On 10/1/24 - I used their automated system to make a payment of $601.23 confirmation #******** to make sure I don't have a late payment. On 10/7/24 I called and left a voicemail to call me back. No one has called me.On 10/10/24 I called and got *******. She told me that she does see ***** is supposed to work on my account. She would reach out to him to contact me and my account is still under review.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally dispute the presence of unauthorized inquiries on my credit report related to Ally Financial. Upon recent review of my credit report, I discovered that the following inquiries were made without my knowledge or consent:Creditor: Ally Financial Date of Inquiry: 08/23/2023 Date of Inquiry: 05/30/2024 Date of Inquiry: 09/05/2024 These inquiries are the result of identity theft, of which I am a victim. I have already filed a complaint with ***************** to address this matter and enclosed a copy of the complaint for your reference.I am requesting your assistance in removing these unauthorized inquiries from my credit report to prevent further damage to my creditworthiness. Please investigate this matter promptly and provide any necessary support to rectify this situation.

  Business response

  11/04/2024

  Ally responding to your concerns.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my lease for my car out in February ******************************************************************* a new state to send the title to, never received it. Called again a month later and gave them my new address again to send the title to they (Mo ******* assured me it would be sent by mail to the address on file ( I have emails back and forth with him to prove this as well) I have sent several follow up emails and called several times and have still not received a response via email and the people at the call center have been 0 help in resolving this either. I need the title to my car in order to register it in the new state I moved to and have been unable to do so. I need this resolved asap.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I finance the vehicle-(2015-Chevy-Pickup)-Vin#*****************). I paid-off the vehicle 2016. Recently I just sold the truck and their is a lien on the title from Ally. I asked for a lien release. i contacted them for information relating to the vehicle and they told me they have record of me every paying the vehicle off or owning the vehicle. I was asked to provide 1. Full bankruptcy base number, 2. Vehicle Description, 3. Creditor name 4. Debtor/ borrower name.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an auto through them. I've had it since September 2023. I lost my job right before the first payment was due. I let them know. I struggled with all the payments I've made except once I got my taxes back this year. I paid around $2,000+ out of mine. I finally got my 6 month payment in. I've been up for repossession now 3 times. I ended up moving my family of 3 and 3 dogs from des moines to *******. I work at ******* making 15 an hour. I was making ***** an hour. 1 income family. I've asked ally through email and voicemail to please work with me on my account as I can't lose my car. I have hardly any money. A few dollars. I'm struggling financially and have sever anxiety that affects me plus I have surgery today that will keep me out of work for about 2 weeks. I got an email from ***** in executive customer relations saying she was researching my account and would respond to me soon. That's been well over a week and a half. I've called the number, left voicemail. The one time I got through to customer service with ally, they knew nothing about what ***** was doing. I can't get in touch with her. My phone is on. I want emails from them due to lack of communication. At this point, with all the issues I've had since I got that email, I would like my past due balance to be forgiven and smaller payments from here on out. I have proof of everything of needed. I do believe the account number I put is correct.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -date of transaction: 7/12/24 -loan for $38,000.00 -the business committed to provide me with a means of contacting them through two phone numbers (************* and ************** also by emailing ************************** -nature of dispute: prior to verbally finalizing a loan I was able to reach a representative by phone and email. Now, I am not able to get a live person or a response via email. I only have the lender address on the contract at *************** *****************************************************************************************************), information for arbitration (*************** Legal Operation, ***************************************) and the phone numbers and email listed above. -The business has not tried to resolve the problem. I have documentation supporting my attempt to reach a representative. -Ally is a loan company that is processing loans through ************** (Synchrony Fertility Support Team <*************************>). I have called the bank directly and no one is able to assist me due to the type of loan I have and the bank reps have stated for me to reach out to Ally directly.

  Customer response

  07/17/2024

  The business and I reached a resolution. You may close my complaint as resolved. Thank you for your assistance. Kindly, ***********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This weekend I initiated two transfers; a $100 transfer from my ************ account to my ******* checking account, and a $1500 transfer from my *************** account to my ************ account. I received acknowledgement of both transfers, but since then the $100 external transfer has proceeded, with **** keeping me up to date, but there is no longer any record of the $1500 internal transfer, and all Ally's "support" phone services have done is put me on hold.I would like access to ALL of my money in **********

  Business response

  07/18/2024

  Dear ***************************:
   
  Thank you for contacting Ally ******. In support of our commitment to quality, your email on June 24, 2024, was forwarded to Executive Customer Relations for review. We appreciate the opportunity to respond to your concern.
   
  On June 24, 2024,you requested a full transfer of your Ally ****** Robo Portfolio to your ********* Account. The same day, your holdings were liquidated to fulfill your request. Most securities take one business day after the trade date to settle.On July 25, 2024, $1,500.00 was transferred to your ********* account ending in 1025. The following day, a dividend of $4.98 from Vanguard FTSE ***************** ETF (VEA) posted to your account. The same day, the adjusted amount to include your dividend was transferred to the same ********* account.
   
  In your email, you expressed dissatisfaction with the inability to see the status of your transfer online. You noted that ********* was able to keep you updated on your $100.00 transfer from your ************ account to your ******* account. ********* accounts function differently from Ally ****** accounts in how transfers are processed and viewed. You may view the transfer status of these orders by going to the Transfers tab from the Snapshot page and then viewing the pending transfer under Activity. You may also go to Activity from your Dashboard page view the liquidation of your securities.
   
  Your Ally ****** Account remains open. To close your account, you may call into the number below. An Ally ****** Associate will be more than happy to help.
   
  We regret any confusion this may have caused you. If you have any further questions or need assistance in the future, you may contact us via ***********************,through the "Live Chat" link on our website, or by phone at **************.
   
  Sincerely,
  *******
  Executive Customer Relations
  Ally ******
  P.O. ******************************
  **************
  
  If you have questions about this information, please contact us at ***********************.
  Ally ***************** | *********************************
  
  Ally ****** Securities LLC does not accept trading or money movement instructions via email.Securities products and services offered through Ally ****** Securities LLC,member FINRA/SIPC. Advisory services offered through Ally ****** Advisors ****,a registered investment adviser. Ally ****** Advisors, Ally ****** Securities,and Ally ****** Group are wholly owned subsidiaries of Ally Financial **** View ****** disclosures. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE.
  
  

• 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.

*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. ↩