Consumer complaint received 2016-09-04
Company: ALLY FINANCIAL INC.
State: AR
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I am filing a complaint against Ally Financial for the unnecessary stress that I have suffered from this company. I have gotten my car three years ago and did not have an issue with Ally until this year. I took my car to the dealership where I got my car to have a tire patched. One of the salesmen asked me if I would be interested in trading in my car. I told him that he can run the numbers, but I was pretty sure that I could not trade the vehicle in due to the bankruptcy that was on my file. After the salesman ran the numbers, he asked me, " Are you aware that you have XXXX car loans from Ally? '' I told him that I should not have XXXX car loans with Ally, because I only have XXXX car. 
He told me to contact my bankruptcy lawyer and Ally to see what is going on. I checked my credit report and it clearly shows that I have XXXX auto loans with different amounts in each account. I called Ally XX/XX/2016 and asked them why I have XXXX auto loans after I sent them a message through the message center in which they stated that they can not discuss this matter through the message center. When I called and spoke with a representative at Ally, they told me that I only have XXXX account with them, but I told them that is not what my credit reports say. I looked at my old billing statements that I received before switching to pay online. It clearly shows XXXX different account numbers, but with the same VIN number of the car. Ally swears that I have only XXXX account with them and I gave them the XXXX account numbers that appears on my credit reports. They told me that they no longer use account numbers that starts with XXXX, and are using account numbers starting with XXXX. I asked them when did they stop using the old account numbers, because I have not received any notice in the mail stating that they were changing the account numbers. 
The representative told me that she can not give the exact date of the changes in the account numbers. I reviewed the details that were presented in my credit reports and compared the information that was reported by Ally in regards to the payments that I have made. There were several discrepancies with the information that Ally has reported compared to the credit reports and my bank records. I wrote a dispute letter to the credit bureaus explaining that the account number XXXX needs to be removed from my credit report. I also asked Ally to provide me with a copy of my contract with them. After attempts to receive a copy of my contract through the mail failed, I told Ally to fax me a copy. 
I took a copy of the payment history record of payments to Ally and compared it to my bank records. By doing the comparisons, I have discovered that Ally switched account numbers in XX/XX/XXXX. I even took the payment history to my bank and had the banker compare the number of payments. The teller said that the numbers were correct, however, I disagree with her, because it just does n't seem right to me. I have highlighted all the payments that I have made to Ally according to my bank records and what Ally states that I have paid. After reviewing the copy of my contract, I did not see in the contract that allows the bank to switch account numbers without notifying the party involved. From what I have read and reviewed comparing the information from XXXX banks and the credit reports, Ally has failed greatly for not informing the credit bureaus that the company will no longer use old accounts and in addressing the removal of old and the addition of the new account numbers. Not only has Ally failed to report this information, according to the credit report from XXXX, Ally has also not reported the correct amount of money that I have paid towards my car. I have tried to trade in my car several times due to financial hardships with no success. This was due to both accounts being removed after filing my dispute.

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