Consumer complaint received 2023-08-31
Company: ALLY FINANCIAL INC.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Ally Bank has left me helpless, again. 

Despite opening a new account, changing passwords, resetting 2FA, and jumping through every hoop requested, I am locked out of everything involving my Ally bank accounts. 

I do not have access to my funds, I am not able to review my account or see letters, respond to requests for information, chat, or follow the course of the investigation into a series of events relating to identity theft of my existing bank, and crypto accounts. I can not even attach updates for your agency. 

I have been targeted in account takeovers, and identity theft. I do not understand how this was done, other than discovering remote access XXXX XXXX XXXX  software on my system, and additional malware. The account used to buy crypto was an account with an exchange called XXXX, this account had been in my name and was inactive for a long time. My last authorized use on this account was to the best of my knowledge back in XXXX of XXXX. 

A series of withdrawals were made from my account with Ally Bank, and used on XXXX  to purchase XXXX. The combined totals are {$6300.00} {$410.00} {$780.00} {$170.00} {$450.00} {$11.00} {$220.00} XXXX {$770.00} {$770.00} {$600.00} {$170.00} {$130.00} Ally bank was provided with disputes, spread out over several days as I had to wait for those transactions to clear. I did NOT authorize withdrawal of any sum on XXXX from my Ally account, nor did I link that account. I was astonished to see the account was linked, and I remain baffled as to how this was done. I had linked that account back in XXXX to XXXX XXXX 

Ally asked me to work with XXXX, and I did this for the past week extensively. 

Ally opened a new account, and then my second restriction on access to available funds were locked up in a fraud investigation. I'm frustrated, however I understand the need to do this. I was told they could hold my funds for 2 days. Now, a full 6 days past the original restriction, all accounts are both locked up and funds not issued provisionally are also restricted. When I inquired, I was told there is no time restriction on accessing my own money during a fraud prevention investigation. I was asked to be " patient '' while the bank works with XXXX. 

Ally claims they are waiting to see what credits XXXX will post, I am not seeking double credits on anything. I'm simply trying to recover and get by. Obviously, if XXXX has credited me, Ally should withdraw the provisional credit for that amount. 

XXXX, on the other hand, closed my account, and is refusing to work with Ally. They will not release any information directly to any person outside of law enforcement. I believe this is to limit their liability. If the hack uncovered a vulnerability or exploit on XXXX end, which in this case I suspect it did, it would be detrimental to their platform for this to be public. 

That leaves me waiting in limbo indefinitely. I can not be held hostage while these companies refuse to progress further in their investigation. What are my rights?

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 non-monetary relief