Consumer complaint received 2023-11-02
Company: ALLY FINANCIAL INC.
State: MI
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
This complaint is for Plus Finance again due to me not knowing where to email other information. It's the same Company but a different complaint. Since being a victim of Identity Theft not once but twice within one year have put a strain on my credit so bad that i had to freeze my credit at all 3 Credit Bureaus. Therefore requesting settlements is my only option right now. A settlement isn't the full amount but Companies should consider that despite any setbacks and financial hardships that a customer may experience in their Life and although it's not the full amount Companies should consider it that a customer is still trying to do the right thing and pay off their account. This complaint is against Plus Finance again but this time for lying to the CFPB. Any Company that blatantly tell lies to the Consumer Financial Protection Bureau should be put out of Business. Plus Finance have lied to the CFPB and need to be held accountable. 

On XXXX i received an email from the CFPB stating that Plus Finance requested that they be given more time to respond by the CFPB. Their request was approved. I called Plus Finance on XXXX and i spoke to 3 different agents. The first two agents told me said my settlement request was denied and a letter was sent to me yet the first two agents couldn't tell me what date the letters was sent on and played on the phone like little kids. I ecplained to this Company that i'm now PERMANENTLY DISABLED yet they refused to work with me. Any Company that have not one kind of program for if their customer becomes XXXX, Laid Off, or Death shouldn't be in Business. CLEARLY customers have been lied to by Plus Fibance. They never increased my acvount the other {$500.00} after keeping my account in good standing and they refused to Honor their own offer for a {$500.00} credit limit increase after 5 months of on time payments. I contacted Plus Finance on Thursday XXXX to check the status of my letter i sent requesting a settlement. The first agent wouldn't give me her name. I told the first agent that i sent a Correspondence letter two months ago. The first agent stated, " oh your settlement was declined and we sent you a letter. '' I then asked the agent " on what date was the letter sent? '' I requested that the first agent get a Supervisor which she didn't get one.The first agent couldn't tell me when the denial letter was sent out so she put the phone down and simply transferred me without asking me if i wanted to be transferred and she didn't tell me i was being transferred. 

The second agent came on the phone. I hate repeating myself and i usally don't for anyone so i had to repeat the same information to the second agent. I told her about the letter i had sent two months ago. She then tell me basically the same thing that my settlement off was declined yet when i asked her the same thing and yet the second agent laid the phone down and started playing music in my ear. XXXX left me on a long hold. 

The third agent name was XXXX who tried to Intimidate me by telling me do i know the calls are recorded which i informed XXXX that i'm always aware that calls are recorded. XXXX then ask me to be put on a hold for two minutes. I informed XXXX that i had a rod in my neck and my spine so i can't be on any long calls. XXXX put me on hold. It was longer than the few minutes she told me. XXXX then says Plus Finance did decline my settlement offer but there haven't been any letter sent out to me. This clearly prove that Plus Finance employees will blatantly LIE about anything including requesting more time. Plus Finance haven't reached out to me not one time.

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