Consumer complaint received 2018-08-29
Company: ALLY FINANCIAL INC.
State: MI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I began purchasing a vehicle in XXXX of 2017 from Ally Financial and have been making monthly payments since then. I was given access to their online payment system but I was unable to log on to their system. I called their number to ask for assistance and was offered help by one of the companies customer service representatives. She understood and tried to assist me in getting into the system tho I was still unsuccessful. After hearing the situation, she came up with a way to take my information over the phone for automatic payment, taken directly from my account, which was directly deposited from my job via payroll. this began in XX/XX/2017. I'm a XXXX  XXXX so when I'm on the road I can't afford to worry about unpaid bills that require me to stop working to make payments manually so this would definitely work out for me. I gave her my XXXX XXXX number, the only card I owned, and she told me the payment would be processed every month on time. Well I received a phone call from Ally a couple weeks later stating that the payment was reversed for non sufficient funds. I knew the funds were the so I called my bank and they assured me that no attempt was made by my auto finance comp. The bank even used a third party to make the payment for me. This unusual pattern, for some strange reason, continued to happen for another 3 months straight. I would be forced to pay an additional {$10.00} to make a payment thru XXXX XXXX.I finally got a call from a supervisor at Ally asking why my money is never available. I called my bank on conference to try to figure this all out. after an hour and being transferred to a second supervisor at Ally, we finally got to the bottom of the problem. She told me that Ally doesn't accept XXXX cards and I had to make another source for payment. I explained that I only had that card. She explained that I could make the payment directly from my bank account, tho it was XXXX XXXX Bank, I said that seemed odd but ok. The super. went on to say that the account worked differently than the card so I agreed and gave her the routing and account numbers. Now I assume were all set once again. This time I get a phone call XXXX weeks after they were supposed to take the payment. I go thru this for another few months until I'm really fed up of manually paying and {$10.00} fees to make the payments every month.I ask for another super at Ally and explain yet again. She places me on hold for a couple minutes then returns to the phone and explains that the problem is that they have been attempting to collect from my account when they clearly don't accept XXXX XXXX anything and is really disappointed the no one I talked to from Ally knew this. She input the information and put in a request to have the 8 months, leading up to this, adjusted and have the late fees reversed as well as have the reporting corrected with the credit bureau companies. I have been refunded the 8 late fees at {$15.00} each but found out that nothing had been done to remove these from my credit bureau. I was told by agents at Ally that I should dispute these with the cred comp. so I have, twice. Each time, Ally has denied that a mistake was made and their reports were correct. I have spent at least an hour on the phone with various supervisors at Ally explaining and having them go thru my account month, by month only to have them to see that the error is with the company and request that the upper management team review their findings and make the necessary corrections on my bureau. they would assure me that they would make a detailed account as to why it should be corrected but also adding that the process would take 30 days to complete. this has happened 4 times and each time I have to go thru the same explanation process only to be denied 45 days later by mail.I 'm really frustrated and have no other ideas on getting this corrected. I had a XXXX XXXX at work and am not able to be insured XXXX  a XXXX any longer. I have been trying to finance a home for my family and am hindered by this nightmare of a finance company as these false delinquent payments have caused my credit score to DROP XXXX POINTS! I asked them to explain why i was refunded for 8 lates charges, for the same 8 times 30 days late reported and the answer given was they extended me a one-time courtesy, as they always do when a customer requests. I have notified the customer reps at Ally that I now record all conversations with them, since they can't mail me a copy of their requests nor findings of facts to remove these delinquents. I have recordings of them figuring out the error on the companies part and that they will send it to the upper mgnt team. please assist me with this problem. It would be a tremendous weight off my soul.

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