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13 Reviews & Complaints

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Can't Understand their Customer Service Reps - Can't they hire Americans?
Posted by Jppepin on 09/10/2010
GMAC recently changed into Ally Financial and with it, I guess Ally Financial has chosen to hire those overseas customer service call centers to handle their customer service. Each and every time I have spoken with a representative about my account I have had to ask for them to repeat, repeat, repeat as I cannot understand them. If Ally Financial is an American company why do they chose to use foreign-speaking representatives to handle their customers? We have always used GMAC to handle our auto loans, but after this loan is paid off I will use another source for my next auto loan. The reps are rude and repeat the same questions over and over. They call me and then ask to verify my name, address and last four of my social security number? Utter dissatisfaction!
     
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Posted by saj80 on 2010-09-10:
I agree 100%. I recently refinanced my mortgage via a mortgage broker, and the subsequent loan was sold to GMAC. I received a couple of telephone calles soon after, one to remind me to switch my mortagee on my insurance policy and one to remind me when my first payment was due. I, too, could understand very little of what the reps were saying, and only figured it out when I received a welcome letter in the mail a few days later. Enough is enough; if a company can't provide reps who speek fluent enough for the majority of us to understand, then don't do business here.
Posted by Weedwhacked on 2010-09-10:
If they hire Americans they would need to pay them a lot more than the employees from overseas. That is why all companies outsource their call centers.
Posted by ally sucks on 2013-04-22:
customer servive? what customer service ifs funny how they have been accepting my payments but when i want to call them no answer this is a business right wth lets see what happens when i stop making payments they will be calling me
Posted by tlb on 2013-10-31:
File a complaint with the Consumer Financial Protection Bureau

A lot of good info here: https://www.facebook.com/pages/Ally-Autos-Unhappy-Customers/367933486670751
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Ally sucks!
Posted by Allyneveragain on 10/04/2010
BLOOMINGTON, MINNESOTA -- I will never use Ally for anything! My original loan was w/GMAC who was bought out by Ally. I was told that my account qualified for a 60day extension which would really help me out as my husband took a new job and we relocated to a different state. I received a letter dated 9/14/10 from Ally stating that they where happy to offer me a 60 day extension, that I needed to pay $259.04 (which I did, it was set up to be taken right out of my checking acct) and that my next payment of $163.72 was due on 10/17/10. I received a phone call on 10/4/10 at 6pm where the agent informed me that I was 48 days past due! I was told that my account did not qualify for a 60 day extension so the payment I had sent for that had been applied to my loan! What! They waited over 3 weeks to contact me to let me know this! In the mean time I am now past 30 days late and not only my credit has been affected but my co-signers too! They told me there was nothing they could do, I even had one representative hang up on me! Nice customer service! This company sucks and has unethical business practices! Thanks a lot Ally. I will being letting everyone I know about how they treated me and making sure nobody uses them. ALLY SUCKS!!!!!!!!!
     
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Posted by GMAC/Allycan suck it on 2010-10-06:
I just wanted to say that this happen to me.....I was offered a 30 day extension, so I made the first payment that month and next month made the other payment. All the sudden I started receiving statements saying that Im past due and the phone calls.....When I call, all I get is the run around, First stating that back in 2008 when I refinanced that this extension was ineligible due to that, so I asked for copy of the contract....states nothing that I cant be approved for another extension 2 years later. I call again and Im told that I made a verbal agreement with them that I would not ask for another extension or rewrite (refinance) after the one back in 2008....I asked for the proof of this verbal agreement and of course they cant come up with anything. They tell me that they cant override my account to fix their error that they took full responsibility for and that is their policy. I ask for a copy of this so called policy and again was told they cant send it to me....what company can approve extension, deny you extensions but cant override them to fix it?? So basically they told me that I just have to deal with it!!! I hate this company and will never deal with them again!!! will be refinancing with another company very soon
Posted by mr. monza on 2011-04-06:
I too, am one of the many consumers, feeling the burn of this poory run, quirky, Financial institute. I paid 4 years of my 5 year loan with GMAC. No problems at all. When I needed a deferment, they glady set me up, and offered no hassles.
Suddenly I'm informed of this change to Ally, and after getting the run around on a deferment, much like the above complaint, My account is passed due. And the harrassing phone calls wont stop. The phone reps are hard to understand. When you do talk to one, what ever is said is worthless, because the next time you talk to them they tell you something completely different.
I would NOT choose financing through them if I were you!
Posted by lvk on 2011-05-20:
same happened to me today, I asked to talk to a supervisor, and they would not let me.
Posted by Pay off problem on 2012-01-31:
I sent them (Ally Auto) a check for the pay off amount of my truck loan. Few days later I get a phone telling me I owe an addition $110 for closing costs and another $3.45 a day charged until 110 is paid in interest on a closing cost?? Say what ,, exactly. Sent 110$ still waiting for my title. What a rip off!!! never again
Posted by MBinWV on 2012-08-11:
I've been an Ally customer for approximately 4 months.

During that period, my place of employment has attempted to direct deposit my paychecks into Ally, but the deposits were rejected. I then tried to e-check deposit my paychecks....which Ally held for 12 days EACH time before depositing. In the mean time, I had checked and double checked and triple checked that the account information that was being used was correct. Each time I called Ally I was subjected to yammerings about account numbers that I've confirmed and hold times I find excessive, given the fact that it's a salary check for the same amount every two weeks. But, I figured it would all be fine when the direct deposit issue was fixed.

After five attempts, my accounting department said "Good news, your deposit has been accepted!" and I was so happy. But on deposit day, my money wasn't in my account. My pay stub said "This is not a check" and Ally said "We don't know where your money is...but it may take us 24 to 48 (business) hours to research it" On a Friday that means I won't hear from Ally until Tuesday, and if they DO find it, I'm sure they'll come up with a reason to hold it for another 12 days.

The worst part...while speaking with a customer service supervisor (almost as useless as a customer service representative, but with a more authoritative sounding title) she indicated that there was no way to further expedite my resolution, as it was a newly opened issue. WTF? I've been calling over and over for months about the same issue. Maybe it's a bit different than the last eight calls, but it still boils down to the same. little. nugget. My direct deposit isn't being deposited and Ally won't give me my money.

The fee-less accounts, the interest, the convenience, the friendly customer service, the e-check deposit...it all sounds fantastic, but BEWARE. You'll continuously call with the same issues. You'll wait weeks for access to your own money and there is no direct line to the resolution center...leaving you at the mercy of friendly, but relatively helpless customer service reps (and supervisors).

I'll be posting this review on every available site for each waking hour that my funds remain missing in some Ally limbo. At the earliest availability I'll be removing my money and marching it straight toward the teller of a better bank...if there is such a thing.

Wish me luck.
Posted by Ryan on 2013-03-04:
I tried setting up direct pay, I tried several times, and each time it said my account wasn't valid. I called and of course it was ssytem problem and got no help. After 6 months I gave up. Then I saw a commercial about if you sign up for auto pay you can select your due date. Tried again, since my due date was in between 2 pay periods, still no valid account, all the while they are accepting my payments on an invalid account. I called to see if I could manually change due dates, of course I can, with a fee of $68.
My payment was due once month, and I had ran out of checks and my new ones werent in yet, so I called to make a payment, no problem, just pay this $12 processing fee. I said "piss on that, I'll pat the $4.95 late fee."
Now after 2 years, I'm getting letters and phone calls that all of a sudden my insurance isn't up to their standards (deductable amount)and I'm at risk of defaulting on my lease agreement. After all the bs dealling with them, I'm tempted to let them default, even through there has never been a missed payment.
Ally is a bill collector, not a financer. Care about the money not the customer
Posted by angry man on 2013-05-21:
I want to get out of ally, they suck, they are all idiots!
Posted by tch on 2013-06-25:
We were registering a vehicle and needed Ally to fax a copy of the title of the vehicle to the DMV. We called and in typical Ally fashion waited on hold for 30 minutes. We were told by "Bob" in broken English that it would take 1-4 hours to fax a document. 1-4 hours??????? Are you kidding me?????????? Seriously???????? When we asked "Bob" if he could do it now he said they were "not allowed to" I have had similar problems with this horrible company. STAY AWAY FROM THEM!
Posted by MissB on 2013-10-15:
Ally has horrible customer service. My car was repossessed for 1/3 of the last payment. I feel like they are taking advantage. PLEASE report Ally Auto to the Consumer Financial Protection Bureau: http://www.consumerfinance.gov/ I had the same problems, they need to be investigated!
Posted by Ray on 2014-03-06:
Ally has the WORST customer service I have EVER experienced!!! I pay extra each month on a car loan. I always do and have NEVER been late or missed a payment. The extra money paid is suppose to come off the principal but there is NO indication that is happening on their lame web site. I wasted plenty of time talking with a CS Rep and then her "supervisor", who was equally clueless and useless. I called their corporate headquarters and could not get connected to anybody with any idea how to help me with the problem that Ally created. They don't even have a email address. What are they hiding from? On my next loan, I will do better homework and get it from a "reputable" organization. Not a chance in hell that I would ever recommend Ally to anybody. They SUCK - BIG TIME!!!
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Complaint
Posted by Cinammon on 09/11/2010
BLOOMINGTON, MINNESOTA -- GMAC has been taken over by Ally Financial. I was twelve days late in making a payment of 260 dollars so I received a letter stating that no late payments will be tolerated. The letter states that if I pay any payments late again they will exercise their rights without any warning. I also asked if they accept partial payments because a friend of mine also has a car financed with them and she has children and struggling. He said they are not set up to take partial payments and if she is late they will take her car. Their letter says that they may have alternatives to help resolve the situation so call them..but in talking to the representative they don't offer any assistance...he was rude and said that if they didn't receive my payment within two days of our phone call he would start legal action. I will be refinancing my car with another firm and not dealing with GMAC financing any longer.
     
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Posted by leet60 on 2010-09-11:
You will probably find this is almost standard practice for most lenders on auto loans. They simply do not care about your personal situation, and if you can't make the payments or can't make them on time, they can and will take the car in most states. Usually without notice to you. If the car is repossessed you normally have a period of time (varies by state) in which to redeem the vehicle. You will be required to bring all payments current and likely pay the repossession/towing fee. If you are not able to redeem the vehicle, it will be sold at auction, almost certainly for much less than the value of your loan. The remaining amount on the loan is known as a "deficiency" and they will then try to collect that amount.
Posted by Alain on 2010-09-12:
You were late and they've sent the official letter as is their right. You, of course, are also free to deal with another company that is willing to serve you better.
Posted by worker on 2011-11-11:
I had 2 deffered payment with Nuvell and now that ally has taken over my loan,they said they added those deffered payment back on the front of the loan due immediately. I paid the two payments and now get a letter 1 week later giving me one day notice that if I dont pay $420 they will repo my truck. They will not wait one day they want their payment now which isnt even due by the way until the 18th of the month. What kind of company is this,and I wonder when their sending the repo company. I hope they sell my loan like Nuvell did..
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Impossible to work with, "All my fault...!"
Posted by on 08/12/2011
I bought a new 2011 GMC Pick-up truck April 4, 2011, and had to finance about a $15,000.00 balance. I was told by my dealership to expect a statement from Ally Finance ("the new GMAC") in about six weeks. I became concerned when I had received nothing by mail my mid-May, and called the dealer. Still nothing. Finally, I had a "customer service call" (likely in the second half of May) to find out why my payment was late.
When I said that I had yet to receive anything by mail, the caller (a male, ?accent) said that the mail had been returned. We double-checked the address, and it was basically correct. Since I have practiced medicine for 17 years in the same small town, in the same suite, among a total of 8 doctors, it seems unlikely that omitting the Suite number would have resulted in some failure to deliver the mail. Plenty of other things get through with far fewer details of the correct address.
Anyway, the first caller could not, or would not direct me to an Internet site. The second caller (a female, no accent) did advise me properly. I went there, and paid off the entire outstanding balance on June 2, 2011. I believe that I spoke with another customer service representative at that time, but ???who really knows.
Anyway, weeks later, no title. So, I call the dealer to check. He checks with the state.
And, low and behold, Ally financial is calling me again. LATE PAYMENT!
I say no way, and go to the site. Somehow I have a balance of $113.90. Two customer representatives later, and (thick accents) explanations of how my payment was divided, and used to cover late fees, etc. (recall that THEY never sent me any statement; I had to go dig it all out!!!) I finally had to pay $129.something just to clear the account.
Yet another late fee. No acknowledgment of my payment. No notice that my new statement was available for review, or that a payment was due.
And, just amazing is the phrase "I do apologize..." since, truly, all the customer service representatives (and I spoke to supervisor of supervisor) seem absolutely powerless to provide any meaningful resolution.
I WILL NEVER DEAL WITH THIS FINANCIAL INSTITUTION AGAIN. THEY ARE IMPOSSIBLE, AND THEIR WEBSITE IS THE WORST.
     
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Posted by madconsumer on 2011-08-12:
this is a great review. it shows everything they claim on the telley is not all true.

very helpful!
Posted by Anonymous on 2011-08-12:
great review! very informative!
Posted by Old Timer on 2011-08-12:
+100 MadC. Very informative! Great review!

Posted by dcparlove on 2011-08-24:
Excellent and accurate review! Exactly my experience as well. They are a Hong Kong based company that America lost out to during the 'recession'. Avoid at ALL COST.
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Do NOT use Ally Financial, Horrible Company!!
Posted by Beware of Ally Financial on 04/25/2011
After Ally told me I was approved for a home loan, I went ahead and put earnest money down and paid for a home inspection for the home I was approved to make an offer on. These things cost me $2680 and after spending this money Ally changes their mind and tells me I am no longer approved for the home loan. I am now out the $2680 and I am reporting Ally to the Better Business Bureau and I am telling everyone I know not to try and do business with them!! I just wish I had read all the other reviews from everyone on here who have been screwed out of money by them! Don't let yourself become another victim of Ally's fraudulent business practices!!!
     
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Posted by getoverit on 2011-04-25:
This is really a shame. But I never heard of getting a mortgage approval before you have a contract with a seller. It mkes sense in that, without a contract in place, they don't even know what the selling price will be.

Usually, you get "pre-qualified", which means that some Realtor will show you properties without feeling like it's a waste of their time.

Do you actually have a document from Ally saying that you are "Approved"?
Posted by Venice09 on 2011-04-25:
Have your financial circumstances changed since you were approved? What reason did Ally give for withdrawing the approval?
Posted by Anonymous on 2011-04-26:
I bank with Ally, and have always been happy with them. Best customer service of any other bank I've come across. That's a shame what happened to you though. Getoverit mentioned something about pre-qualifying...is it possible that you were only pre-qualified when this happened?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Failure to Process Payment & Failure to Release Lien
Posted by Slk58 on 08/31/2013
BOOMINGTON, MINNESOTA -- Ally is a terrible company. Very inefficient. I will NEVER finance an automobile with them again. I cosigned for my son's car. For personal reasons, I decided to pay off the remaining balance so that we could remove my name from the car title. I called customer service to ask for the quickest method to pay off the car. The customer service representative was most likely from India; difficult to understand due to the heavy accent. She told me to mail a cashier's check via overnight mail and that Ally would fax the lien release to my house as soon as the check was received. I tracked the check via usps.com. The check was delivered to the Ally address given to me by the customer service representative at 9 a.m. on Thursday August 29th, 2013. I have called Ally everyday since then but the payment has not been processed.

I don't know if the customer service representative gave me the wrong address, or if Ally is not processing the payment so that they can continue to charge me the daily interest of $2.49. It is urgent that I remove my name from the car title. I need a lien release in order to do so. Also, it is impossible to find out the exact payoff amount. The Ally website states a payoff figure and claims that the figure is good for 5 days, yet the payoff amount changes daily; it gets higher each day.

The customer service representative from India could not explain why my payoff amount was not locked in and why it was increasing daily since I mailed the check to Ally. I am going to contact a lawyer about this incident.
     
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Posted by wowiswowspelledbackwards on 2013-09-01:
In all honesty it takes time to process a title release. Most titles now are not a physical piece of paper.........they are digital claims on the BMV's computer system. After the title is released Ally ( or any bank) is at the mercy of the BMV as far as time frame goes. I always have been told at least 30 days until you get a copy. If your ‘personal reasons’ are to hide your interest in this car I feel you should know that there is records kept of these things. Please read online how these things can be traced and try and protect yourself
Posted by cmthru on 2013-09-01:
Once a loan or lien is paid off they aren't making any more money. Therefore they have no incentive to send the release with any speed. Keep pressing them.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Ally Financial Is Horrible
Posted by Tinimisa on 01/10/2013
BLOOMINGTON, MINNESOTA -- After 35 minutes and being hung up on twice I was finally transferred to a customer service representative who spoke English...only to be told there was nothing they could do for me. My soon to be ex-husband has called the automated line and customer service line and gained information regarding my auto loan. Ally informed me there was no way to secure my information from the automated line or with a password.

I find this absolutely beyond ridiculous.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Not Impressed!
Posted by Mamagar86 on 11/08/2012
BLOOMINGTON, MINNESOTA -- Every Time I call customer service I get someone with a foreign accent so it is very difficult to understand them, and I don't think they fully understand me either as I always have to repeat myself. Their online account access is a joke. I had trouble the first couple of months setting up my account. Finally was able to speak with someone I understood and got it set up. So during that time I had to mail a check for payment, or use the phone payment which costs $15 each time. They were supposed to reimburse me for the phone payment fee since I couldn't get online to pay, but that never happened. Now that I finally have the ability to go online and pay with my bank account (with no fee), their site is messed up and the login page is "temporarily unavailable". Been like that for over a month, so I am back to mailing my payments and waiting for my statements in the mail. Each time I call in to find out what's going on they say it should be fixed soon. Not having online account access upsets me because I like to pay weekly instead of one payment per month, and I don't like having to send a check every week or pay by phone and have the extra fee. Next time I get an auto loan I will not be using Ally.
     
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The worst of the worst
Posted by Dlsnyder1 on 09/13/2011
I had a GMAC Smart Lease and have been leasing from them for 13 years with never a late payment. When converted to Ally they offered me an extension. By the time I received my paperwork, they had already turned in late payments on me. They told me at least five times that there would be no charge on the extension, which was not true. A few months later I did opt for an extension and again because of their delay in paperwork I had another late payment reported.

I've spent literally hours on the phone to these people. They say one thing and do another.

They reported late payments to the credit bureau and refuse to remove them, even though the lates were caused by their ineptitude. Consequently, they would not let me buy out my lease because of my credit history. I had to go elsewhere for financing.

After my last online payment they removed my account and are now going after me for late payments.

Do not deal with these people if you can get alternative financing. They are not in the business of selling cars, so have no interest in treating customers fairly or looking for repeat business.

Hold times are typically over thirty minutes and the customer service people seem to have no responsibility for anything or authority to do anything.
     
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Posted by Alain on 2011-09-14:
Since Ally is, among other things, a bank, try going to http://www.federalreserveconsumerhelp.gov
to find out how to, and to make, an official complaint. From the looks of your review and others, there probably are all ready complaints on file about these folks. By adding to their file, it may eventually get someone to notice Ally's unsavory business practices and do something about it.
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Shysters
Posted by Mcromety5 on 06/17/2011
In 2007 I lease a Chevy Trailblazer from a local dealership, set my payments as an EFT through by bank for the assigned payment date. In March of 2009 my financial situation went awry and I could not recover favorably, therefore, I filed chapter 13 (which is another form of bondage, that I would not recommend to anyone), but I did not take at that time GMAC now Ally Financial into chapter 13, but continued to make my payments on time through the course of the lease, never missed a payment or made a late payment during the entire lease, which ended in October of 2010. Ally has never contacted me concerning any debt owed for excessive ware or over miles (which I was not) on the vehicle or any other balance due. Sunday June 12, 2011 for some unknown reason I pulled my credit report and to my surprise there was a negative credit report from Ally Financial...the first was a balance of $108.20, which I had no idea it was owed. The second report read as if I place them in Chapter 13, which I did not. Monday, June 13,2011 I began making calls to this company to inquire about this balance and why were they reporting a Chapter 13 with a fall off date of 2017? I was transferred 16 times, placed on hold before reaching a supervisor, I explained the situation to her, she pulled my account and could see what I was saying was true, so Ms. G responded with can I call you back later or tomorrow with further information. Long story short; I was finally put in contact with Mr B of the bankruptcy department who was curt and unyielding as to there wrong doing. Mr B continually said that since they had to sale the car and only received 13,500 for the car and not the 18,000 market value of the vehicle, that I had a balance of 5,000 owed and he informed me to contact the credit bureau and file a dispute.

I have leased many vehicles and never before have I heard anything so ridiculous in my life, that is why people lease vehicles and turn them in, if you do not like it you are not stuck with something you do not like or one might like driving new cars every two or three years. I have contacted the states attorney general and I am in the process of contacting a lawyer, and civil liberties to bring a discrimination charge against Ally Financial for the treatment of women.
     
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Posted by trmn8r on 2011-06-17:
I'm confident that the "discrimination charge against Ally Financial for the treatment of women" will be the strongest part of your complaint.
Posted by jktshff1 on 2011-06-17:
don't think so trmn, don't see any "evidence". Heck they do it to everyone.
I'm questioning the lease. If there was a purchase option at the end. Sounds as if the op exceeded the limits of the lease...mileage etc.
We will probably never know.
Posted by trmn8r on 2011-06-17:
Agreed, I don't think we'll ever know more than we know right now.
Posted by Slimjim on 2011-06-17:
If you really are going to contact an attorney, then your problem will be a short one. All he/she has to do is write a letter to Ally that the information they report and have on file is incorrect and that you will be disputing it as such with the credit reporting bureaus. Should they continue to verify and report the erroneous information, then you will sue them.
Coming from a lawyer, it's a slam dunk they update the account to your liking. If not, you really can sue them, even better.
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