Consumer complaint received 2018-01-24
Company: ALLY FINANCIAL INC.
State: OR
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
On XX/XX/XXXX I contacted Ally Bank over the phone to assist in changing a bank account information online as I moved from one state to another state I changed banking institutions from XXXX XXXX XXXX to a local credit union. The woman I spoke with was in the XXXX and she assisted me with setting up my payments with my new bank automatically on the XX/XX/XXXX of every month it should have been an even amount of {$230.00} every month on the XX/XX/XXXX I  get a notification on my phone that I have an NSF fee of {$25.00} due to Ally Bank trying to draft XXXX dollars. On the XX/XX/XXXX I once again contacted the customer service phone number and got a hold of another lady in the XXXX by the name of XXXX badge number XXXX she assured me that she would and we would cancel the whole draft and resubmit the information again to start a new draft I would also need to make a one-time payment of XXXX for the month of XX/XX/XXXX and it would no longer draft XXXX dollars she gave me a confirmation number of XXXX XXXX and assured me that I would get a contact back by the XX/XX/XXXX to assist me and the refund of my {$25.00} due to this mistake XX/XX/XXXX came and went I never received a call I contacted customer service again this time speaking with XXXX badge number XXXX XXXX and he assured me that I would be getting a call back and that they needed more information they needed a copy of my bank statement faxed to direct pay gave me the same confirmation number and gave me the fax number I faxed over the information on the XX/XX/XXXX still have never received a call back and once again on the XX/XX/XXXX they drafted {$1200.00} for my account again on the XX/XX/XXXX I was charged {$25.00} NSF fee from my bank so I again contacted customer service at speaking with XXXX and she assured me that I would receive a call by the XX/XX/XXXX of somebody was working on my account specifically and she was also emailing her supervisor XXXX XXXX the XX/XX/XXXX Tuesday came and went I never received a call today is the XX/XX/XXXX and I contacted customer service again spoke with somebody in the United States by the name of XXXX she let me know that she would contact her supervisor XXXX XXXX was in a meeting and was unavailable and I would be getting a call back that somebody was specifically handling my information and that person will be calling me today I have now been charged {$230.00} for my normal payment which I do owe and it was on time and an additional {$50.00} and non sufficient funds fees do to them drafting the incorrect amount nobody will give me the corporate phone number in XXXX Minnesota they only give me a XXXX XXXX phone number XXXX XXXX XXXX XXXX is the worst company that I have had to deal with I have not been late with them I just simply wanted to change my accounts and have incurred additional fees due to their mistake and not receiving any calls back I need help to get ahold of somebody at their corporate office to get this resolved

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