Consumer complaint received 2025-08-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
Date : XX/XX/XXXX Complainant : XXXX XXXX XXXX Prior address at the time : XXXX XXXX XXXX, XXXX, FL XXXX Current Address : XXXX XXXX XXXX, XXXX XXXX, FL XXXX Phone : XXXX Email : XXXX Company : Ally Financial Inc . 
Issue : Incorrect account information blocking mortgage closing SUMMARY : Ally Financial is providing conflicting and inaccurate information about a discharged auto loan, preventing us from closing on our home purchase. The debt was legally eliminated in bankruptcy in XXXX, confirmed by {$0.00} balance on credit reports since XXXX, yet Ally representatives are giving contradictory responses and refusing written documentation. 
DETAILED COMPLAINT : Background : We had an auto loan with Ally Financial that was included in our XXXX  XXXX bankruptcy case # XXXX The bankruptcy was successfully completed and discharged on XX/XX/XXXX by U.S. Bankruptcy Court XXXX XXXX XXXX of Florida The vehicle was traded in before the bankruptcy discharge Our XXXX credit reports from all three bureaus show this Ally account as " CLOSED '' with " {$0.00} balance '' Current Problem : We are attempting to close on a home purchase and our mortgage lender identified a potential credit issue regarding this old Ally account. When we contacted Ally for written confirmation of the {$0.00} balance ( which appears on our credit reports ), we received completely contradictory information : First representative : Confirmed {$0.00} balance as of XXXX but refused to provide written documentation Second representative : Claimed there is an unpaid balance for " 20 months '' This is impossible because : We have not owned the vehicle since approximately XXXX The debt was legally discharged in bankruptcy in XXXX Credit reports consistently show {$0.00} balance since XXXX We believe Ally may be confusing our account with another customer 's account Violations/Concerns : Inaccurate recordkeeping - Conflicting account information from the same company Potential Fair Credit Reporting Act violations- If they're reporting or threatening to report inaccurate information Possible bankruptcy discharge violation - Any suggestion we owe money on a discharged debt Refusal to provide written documentation of account status they verbally confirmed Interference with mortgage closing due to their internal confusion Relief Requested : Ally must immediately provide written confirmation on company letterhead that our account shows a {$0.00} balance Ally must correct any internal records showing we owe money on this discharged debt Ally must confirm they will not pursue collection or reporting of any alleged balance Investigation into Ally 's account management practices to prevent similar issues for other consumers Supporting Documentation : Bankruptcy Final Decree ( XX/XX/XXXX ) XXXX Credit Reports showing {$0.00} balance Bankruptcy case XXXX XXXXXXXX records Urgency : This issue is preventing our home closing scheduled for [ date if known ]. We need immediate resolution and written confirmation from Ally to proceed with our mortgage. 
We request CFPB investigate this matter and compel Ally Financial to provide accurate information and proper documentation of our account status.

Company response to consumer: Closed with explanation