Consumer complaint received 2023-10-23
Company: ALLY FINANCIAL INC.
State: AR
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Case Summary : Complainant : XXXX XXXX ( hard of hearing on phone calls ) email : XXXX Company involved : Ally Bank XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX NY XXXX Ally bought out my credit card account at XXXX XXXX. During the transition fraudulent charges from XXXX were allowed on my account in the amount of {$630.00}. These charges put the account over limit so fees incurred from that and the interest raised to 39.9 % synopsis of what happened : My daughter, XXXX XXXX. Had a XXXX account years ago for an online business she had on XXXX as it was required by XXXX for payments. 

She had closed the account over two ( 2 ) years ago when Covid destroyed her business. 

On XX/XX/XXXX, she was notified by her bank, XXXX XXXX, that there were suspicious XXXX charges on her account. The accounts were closed and new accounts and debit cards were issued to her. She also notified XXXX of the fraud. 

Going back go XXXX, my card with then XXXX XXXX, I used the card through her XXXX to purchase a XXXX XXXX. She deleted the card info on her account ( at least we thought we did ). 

In XXXX of XXXX, XXXX XXXX  was bought out by Ally Bank and everything was transitioned over to Ally. My statement in XXXX showed charges on XXXX in the following dates and amounts. 

Summary of Account Activity New Statement Balance {$1500.00} Transactions XXXX XXXX XXXX Date Reference Description Amount New Statement Balance {$1500.00} Past Due Amount {$0.00}. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  these were all fraudulent charges through XXXX on the XXXX card XXXX because of the bank ownership transition I did not see the statement until I began getting emails from Ally that I was over my limit which I knew was not possible. 

I set up the Ally account online where I could view the statement and locked the card. 
A phone call, or rather several phone calls, were made to report the fraudulent charges to Ally bank. 

I have a hearing impairment and have trouble with phone calls, so I asked my daughter to talk to the woman who answered from Ally. My daughter had to ask the representative to repeat herself and please slow down as the employee was very hard to understand. The Ally employee hung up on the call. The call was on speaker and my daughter was not rude or offensive to her at anytime. 

Calling back she spoke to a gentleman who took all the information and noted the charges from XXXX appearing on the XXXX statement. She also informed him about the XXXX security breach. He indicated he would send paperwork for me to fill out to dispute the charges, He stated the paperwork would be sent before XX/XX/XXXX. 

I received more emails from Ally stating I was over my limit and needed to make a payment, Note they had kicked the interest rate up to XXXX percent. Which more than doubled the payment. 

Looking at the new statement for XXXX showed the following charges allowed from XXXX on the closed account. 

XX/XX/XXXX XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX} Ally had not taken the disputed charges off of the account and had allowed fraudulent charges up to and over the XXXX limit. I have no idea about the XXXX credits ranging from XXXX cents to {$8.00} which do not fix the amounts charged to the account, Ally sent me a new card and I noticed in the fine print that all disputes have to be in writing which the gentleman never mentioned, I did not have a functioning printer so I carefully copied all of the charges along with all of the numerals on each line to several pages on a legal pad and noted on each page these were fraudulent charges and signed each page. This was mailed out on XX/XX/XXXX. 

The only thing I have received from Ally is emails reminding me I owe them an upcoming payment in XXXX days. As of this date, XXXX, the charges are still on the account, I paid the payment so I did not get a late payment. 

Any help in getting these charges taken off of my account would be appreciated. 








Case Summary : Complainant : XXXX XXXX ( hard of hearing on phone calls ) email : XXXX Company involved : Ally Bank XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX NY XXXX Ally bought out my credit card account at XXXX XXXX. During the transition fraudulent charges from XXXX were allowed on my account in the amount of {$630.00}. These charges put the account over limit so fees incurred from that and the interest raised to 39.9 % call to company, first call representative hung up, second call representative said they would send paperwork to sign by XXXX nothing received, card locked, second statement shows charges still listed on account with interest still being charged on fraudulent charges. 

Letter sent to company at address listed for billing errors. Letter had every charge listed by date, transaction number, amount, etc. 

no reply except emails reminding me of due date of payment. 

Article about XXXX security breech NEWS XXXX XXXX accounts hacked, and users couldve prevented it Unique passwords and XXXX would protect against this. 

XXXX XXXX XXXX editor, XXXX XXXX XXXX XXXX XXXX XXXX Another day, another major security breach. Following in the footstep ofXXXX on XXXX  XXXX began notifying nearly XXXX users that their accounts were breached between XX/XX/XXXX and XXXX

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