Consumer complaint received 2023-04-22
Company: ALLY FINANCIAL INC.
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XXXX XXXX, 2023 I made a XXXX transfer from my Ally saving account to my XXXX XXXX XXXX XXXX checking account for {$1800.00} and another transfer on XXXX XXXX, 2023 from my Ally saving account to my to my XXXX XXXX XXXX XXXX checking account for {$290.00}. I never had any issues with XXXX in the past, so I didn't think anything of it, until on XXXX XXXX, 2023 I realized I never received either amount in my XXXX XXXX XXXX XXXX checking account. 

So I disputed the XXXX transaction with Ally on their website and they warned me saying it would take 10 days to do an investigation. They credited my savings account for the transactions on XX/XX/2023. 

We then received a letter from Ally dated XX/XX/ 2023 stating that they found no errors and saying the transaction was complete and that they would withdraw the money from our savings account on XX/XX/2023. Alas, we were out-of-town and therefore didn't come across the letter from Ally until XX/XX/2023. I checked the Ally savings account and sure enough it was withdrawn and I checked the XXXX XXXX XXXX XXXX checking account and it still was never deposited. 

So on XXXX XXXX, 2023, I called Ally and spoke with XXXX in Disputes and explained the situation and he recommended that I contact XXXX XXXX XXXX XXXX to see if they can see anything. I called XXXX XXXX XXXX XXXX and spoke with XXXX. Realizing that my issue was more of an online banking issue, he transferred me to XXXX. XXXX stated that she didnt see anything on XXXX XXXX XXXX XXXX end of things and so I called Ally again and spoke with XXXX and gave her the case # XXXX that XXXX gave me. I told her that even though it says that it is complete I never received it and I can show proof by showing my bank statement. She recommended I submit my proof through Allys secure messaging online. So I submitted my XX/XX/2023 bank statement from my XXXX XXXX XXXX XXXX checking account with the following statement to Ally through their secure messaging... 
_______ This is regarding case # XXXX. Attached is our checking account bank statement with XXXX XXXX XXXX XXXX ending in XXXX showing proof that I ( the recipient of the XXXX transfers : {$1800.00} and {$290.00} ) never received the funds, but the funds are still withdrawn from my Ally savings account # ending in XXXX. 

Attachments XXXX XXXX XXXX XXXX Statement XXXX Transaction Disputes XXXX _______ XXXX with Ally called and left a message on XX/XX/2023 giving Reference # XXXX and asked to call them back at XXXX. So I did on XX/XX/2023 and the lady who answered said that Ally tried to send a dispute letter, but the letter bounced back. Apparently, they have my wrong address saying XXXX instead of XXXX. She said she would get it corrected on their end and send the letter back out. As of XX/XX/2023, the only letter I've received from Ally was the letter dated XX/XX/ 2023 stating that they found no errors and saying the transaction was complete and that they would withdraw the money from our savings account on XX/XX/2023 She also asked if Ive contacted XXXX yet and I told her no. 

I looked online and contacted XXXX via their website after my conversation with Ally and XXXX emailed me back right away stating... 
__________ When you are enrolled with XXXX at your financial institution : When using XXXX within your financial institutions mobile app or online banking service, your bank or credit union will assist you with any issues you may be experiencing. For further assistance, please reach out directly to your financial institution at the number on the back of your debit card. 
__________ But Ally isnt helping!!! 

Called Ally on XXXX XXXX, 2023 and asked to speak to a manager right away. XXXX came on the phone and I informed him that I feel like I'm getting the run around and if we get nowhere today Im going to contact the Consumer Financial Protection Bureau and the XXXX I told him I have a case # and reference # and I gave him both. I explained the situation and he realized he couldnt do anything so he said he would escalate it to another team that is there tomorrow. He said I should receive a phone call within 1-2 business days. I never received that phone call.

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