Consumer complaint received 2023-09-20
Company: ALLY FINANCIAL INC.
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
This is a very confusing process to say the least. I opened this case on XX/XX/XXXX for a {$500.00} charge on my card for attorney services that I NEVER received. On that day, I sent in the contract, and the written notice of request to terminate my contract to the company ( as outlined in the contract that we both signed ). Despite me sending in all of these details, I was mailed a documentation request from Ally Bank several days later. I called in and clarified that I sent in what was being requested already. I was told if any other information was needed, I would get a call or be mailed a request. I put emphasis on receiving a call from Ally if they needed more proof or clarification from me, because I want to make sure they have all the truth and matters of the case. Well today ( XX/XX/XXXX ), I called in and spoke with XXXX for several minutes. She told me that case was successfully resolved ( in my favor ) and I told her that this is good news, however I do not see the reversal or reflection on my account. We spent more time on the phone while she researched these things but then realized I was in the wrong department, she said. So then I got XXXX next, and she told me that the claim was denied ( contradicting the previous agent ). This was very disappointing and when I asked why, she said they needed proof of my termination in writing, but I already sent that. She said it would be helpful if I could send in any correspondence I received in return from this letter of contract that could show that the company denied refuninding me my money, thus being in violoaton of the contract. That is what I am attaching today. But please be aware, that the information that responded in this letter of denial for my refunds was NOT what we agreed to in the contract or verbally. She ( XXXX XXXX added in other information that was left out upon me initially signing up with them. When I signed up for lawyer representation with XXXX XXXX, he said his goal was to get all of my money back that I was scammed out of from a previous company. Our first goal was to talk to each bank and ask that all my previous cases be re-opened, with new documentation that we had from the deceptive company I dealt with ( XXXX XXXX ). However all of this backfired when I received a call on or around XX/XX/XXXX from XXXX XXXX XXXX, warning me to NOT accept any calls from XXXX XXXX ( the lawyer who I signed contract with and was supposed to represent me ) and that he was a thief and the company had to file a complaint against him. Well this was my red flag to leave, especially when monies were not recovered and recuperated as I was initially promised. So I wrote the company a letter in writing, asking to terminate contract and for my money back ( as outlined in contract ). The representative responded back and denied me my refund ( violated contract ) and then made up some legal jargon to try and justify the retainer and monies that I gave her, and even threatened further legal action against me. The lady who responded ( XXXX ) is NOT the lawyer, but she began to say that merchant would be responsible for refund, not banks ( this is not the understanding XXXX and I had ). But she only said this after XXXX XXXX with my then lawyer, XXXX XXXX, failed and we did not recover funds as outlined. XXXX is the one that told me if things failed with the banks, we could sue the company, but with XXXX gone, I realize that I was suckered into being apart of some other scam again ( sadly, the reason why I came to them for representation in the first place, from another company ). I have since filed a complaint against this lawyer and have attached this documentation too.

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