Consumer complaint received 2023-12-26
Company: ALLY FINANCIAL INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
This letter is to file a complaint against Ally Bank for the way it has handled my EFT dispute which has gone against the procedures outlined in Reg E and the EFT Examination Checklist which is provided in the REG E policy statement provided by the CFPB website. 
On XXXX, I disputed several charges appearing in my XXXX through XXXX statements. I was sent an email and a letter outlining what the bank was going to do and what they were not going to do. 
Chief complaint is that Ally Bank has issued me a provisional credit based on the wrong dates and the wrong amounts. 2nd Complaint, when I brought these errors to their attention by phone call and 3 emails, I have been ignored with no contact at all and when I tried to reach the dispute dept through customer service, customer service, after speaking with dispute dept, informed me that, the dept does not need to speak with me and that they will write to me when investigation completed. I Asked customer service what if I needed to give dispute dept information that may help in their investigation, I was told that I could send an email through the bank message system.

3rd complaint is that the bank never demonstrated nor offered to demonstrate that these unauthorized transfers would not have occurred had notice been given within the 60 day period. They only said that I did not notify them within 60 days of the statements in question.

This dispute is based on Unauthorized transfers not involving loss or theft of an access device. The Timing of Consumer notice to bank is More than 60 calendar days after transmittal of the monthly bank statement on which the unauthorized transfers first appeared which was the statement dated XX/XX/XXXX. maximum Liability for Unauthorized transfers occurring 60 calendar days after the periodic statement and before notice to the financial institution which in this case would be 60 days after XX/XX/XXXX and before XX/XX/XXXX which is date I notified bank. So my Max Liability would be transfers form XX/XX/XXXX to XX/XX/XXXX approximately. The bank should have sent me within 10 days of my notice to them a provisional credit in the amount of {$5200.00} which corresponds to the unauthorized transfers in the XX/XX/XXXX statement through XX/XX/XXXX. The bank sent me provisional credit from XX/XX/XXXX through XXXX in the amount of {$1100.00}. Again, when I tried to inform them of their mistake I was ignored totally. 
And 4th complaint, Today on XX/XX/XXXX, I was sent an email from them restricting my account access because the account has a negative balance of {$82.00} dollars which I was thinking would be resolved when they deposited the correct provisional credit. 
I am sending copies of all my emails and documentation I sent to them to aid in their investigation.

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