Consumer complaint received 2021-08-16
Company: ALLY FINANCIAL INC.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
XXXX Update : company claimed that they would submit my case for a one time " good will '' removal from my credit report due to 100 % payment history prior to the incident. I'm submitting this complaint as extra insurance that they actually review my account and approved the good will removal. 

Hi! 

I'm having major issues right now. I called this Thursday and was met by a very rude customer support specialist that said a supervisor would call me either that day or the following day on Friday which never happened. 

This is about a " deliquent '' and " missing payment '' now reporting on both my XXXX  and XXXX  credit reports. 

I will be disputing this until it is resolved : For 1 : there is no missing payment on my account. The amount of payments I have made are congruent with the amount of monthly payments I made. 

2 : if you review the phone conversation I made to the XXXX department in early XXXX you will find that you guys cut my payment almost in half due to XXXX interest charges being paid back to me. After trying days on end to change my autopay amount to the correct amount of {$180.00} I was unsuccessful. So I called customer service and they gentleman on the other end let me know it was a system error and that he also couldn't take my payment over the phone for the correct amount of {$180.00}. He informed me that the only way to pay the correct amount would be to cancel my auto pay for that month and pay the {$180.00} manually. I told him I was hesitant to do this since being on XXXX and out in the field we rarely have open access to the internet, cell phones and computers, and let alone the peace of mind to worry about payments back home when in dangerous environments. 

I even asked him if there was a way they could turn the auto-pay back on for me in the event I wouldn't be able to and he told me no. So regretfully I took his advice and turned off autopay to save around {$170.00} that month. And as a result of being on a high tempo XXXX was not able to manually pay my XXXX payment. However as soon as I was back in an environment to handle it I paid 2 payments in XXXX, which XXXX payment was for the payment missed in XXXX. 

My point of the story is that I've always had 100 % on time payments made in my credit history and now it's reporting 99 % because of one payment that was late DUE TO A SYSTEM AND COMPUTER ERROR ON THE END OF ALLY AUTO THAT IS DOCUMENTED ON A RECORDED PHONE CONVERSATION WITH YOUR REPRESENTATIVE. 

If you look at my entire account history you'll see that I've basically always had autopay set up with you guys, and the only time it was turned off was in reference to the phone conversation that you should have on record back on XX/XX/2021 with CSR personnel named XXXX. This verifies that there was an error with your payment system. Had that error not existed autopay would never have NEEDED TO BE TURNED OFF FOR ME TO PAY THE CORRECT AMOUNT. 

Not to mention the representative on the phone couldn't even take the correct payment. 

And due to me being on XXXX and not having the luxury to have internet access at anytime or phone service to call and handle this, I'm now being punished? 

What is the point of even having an XXXX department if you're not gon na take care of soldiers that are serving your county?

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 explanation