Consumer complaint received 2023-10-17
Company: ALLY FINANCIAL INC.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On the XXXX of XXXX ( Friday ), my employer direct deposited my paycheck into ally. That day, I decided to transfer my funds via XXXX into another checking account to pay my bills. I received an error message and prompted to make a call. I called asking about my transfer and why it was cancelled, the representative went through the process of verifying me then transferring me to the fraud department. Prompted again to verify my information, this time a second time. I called on my spouse phone not thinking this would be an issue as the number was not the number listed on the account. The representative asked me for the verification code that was sent so I told her to give me a brief moment as I grabbed my other phone that was listed on the account. I verified with her the code, then she stated she will call me back. She hung up, then called me on the phone that was associate with my account in which I picked up. She said she just wanted to verify if that was me in which I said, yes.. She then said she will look into this further but at this time my account is locked. She had no further information and proceeded to hang up. I called once more in hope of speaking to someone who could help. Another representative stated that, all NEW USERS have to go through this process to make sure there is no fraud.. the most inconvenient way to check. Either ways, I waited for two weeks as instructed as I will be receiving an email/call once the investigation is finished. Two weeks passed, nothing. I reached out two times that day first time the female representative just kept reading off a script that I should be hearing from someone soon. She said she will note that I reached out. I got no information from her. I even ask how I can provide such information they needed to speed up the process, no further explanation she said. I called AGAIN as hopeful as can be. Reached a gentleman that Ive never wanted to encounter. He stated, you just called, Im not sure why youre calling again? Excuse me? I stated that each and everytime I call, no one has any information for me and each time would state something different. One person would state nothing to worry about the next would tell me they have no idea when, the next states my account is fraud. He then goes on saying, well your account is closed from this moment on, I have nothing to say to you, we no longer want to work with you. I stated, Sir, I didnt even have a chance to use my account let alone have a relationship with this bank. The funds that I have in my account, Its been held for over two weeks and in this economy no one has the luxury to go without paying their bills. He stated, I cant help you, good day. Then hangs up. Out of anger, I called again and again and again. Each time I would ask for a bank statement, a closure letter and conveniently they cant send that or would lie and state it will be sent home 7-10 business days. I actually waited 7 business days more and still did not receive an account closure letter or a check for the remaining balance. I called today XX/XX/XXXX ( Tuesday ) was told my account is closed my funds are isolated and theyre not sending any form of paper home. Ive never worked with any bank as difficult as this bank. Please if any one can help me access the funds that rightfully belongs to me, as this is illegal for a bank to hold a customers money after account closure, please help.

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