Consumer complaint received 2020-11-27
Company: ALLY FINANCIAL INC.
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My car was totaled in XX/XX/XXXX and had a loan with Ally Financial. The insurance mad their payment on my behalf for the value in the amount of {$7300.00} in XX/XX/XXXX but was not processed to my account until XX/XX/XXXX ( which caused with inappropriate fees/interest ). In the meantime of processing this insurance payment, Ally had turned off my automatic payment for those months without my consent or notification & there were also points where the would not let me access my account. Throughout this time I was trying to get them to adjust my payment to when it was made properly and was run around in circles in their customer service department. No one had seemed to know why this was going on and no one seemed to care. 

In XX/XX/XXXX, Ally reversed my insurance payment ( for a reason I am not sure of ) and then in XXXX they had reported me to the credit bureau for being delinquent as of XX/XX/XXXX. Per my credit report, it caused my score to drop by around 100 points. Also worth noting that my mother cosigned my loan and she was also falsely reported to the bureau as well and since then she has cosigned a loan for my brother and likely received higher interest rates due to this. Since then, I have been dealing with their executive customer service group where they have been working to figure out why my insurance payment was reversed, as well as my payments I had made were not being applied to my account. In XX/XX/XXXX they reapplied by insurance payment to my account but I have no visibility into the adjustments they have made on my account to adjust for interest, fees, etc. Additionally, they had informed me that when this was adjusted that the next steps would be to work with the credit bureau to make the adjustments to both my balance as well as the delinquency status that was reported. 

As of XX/XX/XXXX, I finally had received confirmation that I will have the following things happen within two weeks of the phone call and was told I would receive a letter in the mail, as well as a personal phone call from Customer Service : 1 ) Remaining balance waived based on my severe inconveniences 2 ) Ally would submit a ticket to the Credit Bureau to adjust my credit score for the balance and delinquency status for both me, as well as the cosigner to the my loan.

Since then, I have called at least three times there has been no one that is answering my calls anymore and I have not received anything in the mail related to my account in regards to the balance and false credit reporting status. It is almost XX/XX/XXXX ( almost three months since I got confirmation ) and my balance and delinquency status is still reported incorrectly. 

I have been dealing with them for over a year for an auto loan on a car that has been totaled, 9 months since I have been trying to have them adjust the insurance payment, and it has been almost 4 months since I have been trying to resolve the balance and credit reporting issues. I have been more than patient with them and I do not see an end in sight.

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