Consumer complaint received 2024-04-25 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: ALLY FINANCIAL INC.
State: NC

Complaint narrative:
On XX/XX/24 I returned a call to Ally regarding a past due payment. My payments are due on the XXXX. I was aware the payment was behind but due to financial difficulty, I had been unable to make the XXXX payment. I was returning their call to to make the payment to prevent it from being XXXX  days past due and impacting my credit. Prior to the last few months I had always paid on the due date or before. XXXX answered my call. I gave him the information he requested and he gave me my past due amount which included the XX/XX/XXXX payment. I asked him what was the amount due from XXXX XXXX, he stated {$100.00}. I told him I will pay that amount. He asked me when would I be able to pay the XXXX  payment? I responded, I can't even think about that right now but I will pay this one and work on getting the next payment taken care of. 

XXXX asked me did I mind telling him what caused me to get behind? I told him unexpected expenses. He asked how long did I think my financial hardship would last, He then stated, he may be able to help and to give him a moment while he checked. He came back to the line with a plan for which I would pay {$14.00} at 0 % interest for XXXX  months. He stated the XXXX  payment would be due on XX/XX/24 and all payments would have to be set up in autopay, I agreed. I asked would close out the card because I did not want to close out the card and hurt my credit. He assured me this is just to get me caught up and would not hurt me in any case. Once caught up, I would be able to use the card again. He did mention another plan, but that plan would close the card. I stated I did not want that plan because I did not want to close out the card. I agreed to the XXXX  month plan after I was sure it would not hurt my credit. 

During recorded finalization he stated I may still receive phone call regarding past due payment, I asked why would they be calling me if I already have an agreement in place he simply stated, I would receive the calls until the payments were caught up. we finalized the payment plan and disconnected. 

On XX/XX/24 I received a credit monitoring alert from XXXX notify me of a change to my credit file. Ally had reported me being XXXX  days late. I contacted Ally the representative I spoke with took my information stating they would have to forward this to another department and it would takt XXXX XXXX XXXX hours for a response. I received a call on XX/XX/24 from a representative of Ally stating she had listened to the recording and at no time did I express any concern about my credit, I became very angry and told her I called to make the payment prior to being offered the payment plan and was never told entering this plan it would affect my credit negatively. She stated she would relisten to the recording she called back about XXXX  mins later again saying I agreed to the terms and conditions and seemed happy with the plan, I told her I was happy because I had not been informed this plan would hurt my credit score and it XXXX had told me I would have never agreed to the payment plan and would have stuck with my original plan. The Ally representative told me XXXX was not required to inform me of the impact this payment plan would have have on my credit. I was so angry I hung up on her. To date my credit score has dropped anywhere from XXXX XXXX XXXX points depending on the credit bureau agency.

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