Consumer complaint received 2023-12-12
Company: ALLY FINANCIAL INC.
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/23, Ally debited my external XXXX XXXX XXXX  account for {$5400.00}, a transfer I requested from my Ally online account on XX/XX/23. The transfer was scheduled to arrive in my XXXX XXXX account on XX/XX/23 ( see attached screenshot ). On XX/XX/23, I received a phone call asking me to call in. When I did, I spent a collective 75 minutes on the phone - the majority on hold - over 3 phone calls because I was disconnected twice immediately after being transferred to a supervisor. 

The phone call was to notify me that somewhere along the way, Ally misplaced my money. On my third phone call, with XXXX, I was told that the transfer had been reversed and would return to the XXXX XXXX account on XX/XX/23. As of today, it is not in my Ally savings account or my XXXX XXXX account. 

I called in for a fourth time over the weekend, and a fifth time yesterday, XX/XX/23. Yesterday I spoke with XXXX, who told me that the " back office '' had sent an email to XXXX XXXX but wouldn't go so far as to call them. Apparently whoever she spoke to advised that I would need to call. 

I have now spent approximately 2 hours on the phone with Ally dealing with their mistake. 

I sent a secure message to Ally yesterday, XX/XX/23, advising them that I would not act as a go-between for two large multi-million-dollar banks. 

I received the following message in response : " Upon review of the transfer, I am showing the funds were unable to be credited to the Ally account due to a suspension of your transfer profile. A reversal of the funds was then initiated. Unfortunately, the reversal of funds was unsuccessful. The fastest way for funds to be returned to the originating account is to file a dispute with XXXX XXXX Bank with the reason of Incomplete Transaction. 

As requested, I have updated the request to initiate the funds return once more. The reference number for this request will remain XXXX. A request will be sent to XXXX XXXX XXXX  to return the funds to the originating account. I do apologize, I am unable to provide a timeframe of when the funds will be returned to the originating bank as it is dependent on the originating institution responding to our request. '' Ally has not explained why my " transfer profile '' was suspended. According to my email notifications, it was suspended at XXXXXXXX XXXX  on Thursday, XX/XX/23, and reinstated at XXXX XXXX  on XX/XX/23. 

Ally has not explained why the transfer failed other than that the transaction was incomplete. As the transaction was initiated at Ally, they need to resolve it. I would suggest they follow their own advice and file a dispute with XXXX XXXX XXXX. I would also suggest they make a phone call to XXXX XXXX rather than communicate via email. 

Considering the amount of time I have spent on the phone with absolutely XXXX resolution and no responsibility taken by anyone at Ally, I do not expect the result to be any different if I call XXXX XXXX Ally as an organization has much more power and sway than I do as an individual customer with no insight into the transaction issues.

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