Consumer complaint received 2020-03-18
Company: ALLY FINANCIAL INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I received a later in my school email about a secret shopper opportunity. It said I would receive more information in the mail. A few weeks later, I received a check in the mail with a questionnaire. Before I made the deposit, I called the bank that the check was drawn on just to make sure. The bank employee confirmed it was not a good check. I thought okay maybe they had nothing to do with the school. I did not deposit that check. A week or so after that I received another check. This one was drawn on XXXX XXXX. I called two or three XXXX XXXX banks- and they all told me they could not confirm whether it was a good check ; they told me to deposit it and my bank would go through the check verification process. 

Then I called my bank, Ally Bank to ask how they confirm checks. They told me the funds would be available within two days. I asked specifically if that is when they would know if it is a good check. I was placed on a brief hold, then said something that did not answer my question, but repeated that the funds would be available in two days. I decided I would deposit the check in a separate bank account that I rarely use and let the money sit for a week so I knew for sure the funds were good. 

As I was told, XXXX XXXX dollars was available within two days, which was Friday XX/XX/XXXX. Then the entire check became available over the weekend. Still, I let the money sit there because I did not trust that it had been verified. On Monday morning, I went to the store to buy some groceries but when I tried to use my debit card, it was denied with a message that read " not authorized ''. I figured it must have something to do with the check. However, I have two checking accounts with Ally. My primary checking account has my direct deposit and my debit card linked to it. I did not think the bad deposit would effect my primary account. 

Either way, I knew I would need to call my bank. But obviously, I do work- XXXX jobs and the day went on and I forgot to call. The next day I tried my debit card again. It was declined yet again. I must mention that the account I deposited the bad check in- is not linked to a debit card. I called Ally Bank three times and was put on hold the first time for twenty- five minutes, then over thirty minutes, finally I had time to stay on hold when I got off work and waited almost an hour and a half before speaking to someone. 

The representative was rude and impatient with me as if this was inconveniencing her. I asked why my account that had verified funds was froze. She said they can do that. I asked why I was not contacted? She said they would contact me in 48 hours even though it was six thirty eastern time in the evening and I called them myself three times. The freeze started yesterday morning before I even made it to work. So the forty- eight hours was running out. I received no call from them nor an email. I have received emails in the past from them and communicated that way. I have been a customer for several years so I did not understand why they would not reach out to me. 

This would not be so bad if it weren't for the coronavirus pandemic happening presently. So, I needed my funds to get groceries because I was going to be home more. My job is about to change to working from home until further notice. I was told they were doing an investigation and did not give me a timeline of when the investigation would be completed. 

I have a number of concerns with the way this was handled. First, they were not going to notify me. I called them three times between XXXX and XXXX on XX/XX/2020 and was on hold each time with an estimated wait of fifteen to thirty minutes, although that proved to be false. For them to put a freeze on someone's account that has good money in it, for funds in another account that has bad money, that has not been touched- I don't comprehend. If I wanted to steal the money, I would have withdrawn it over the weekend- when it was available. They suffered no loss because I never touched the money. All they should have done was reversed the deposit and reached out to their long time customer to inquire about the deposit. 

As you know from this complaint, they never reached out to me, and I am still waiting to gain access to my checking account which receives my direct deposit. I would appreciate it if you would work on my behalf to resolve this matter in a timely fashion and advise Ally Bank to adhere to the bank regulations that are designed to protect the consumer.

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