Consumer complaint received 2020-08-08
Company: ALLY FINANCIAL INC.
State: NH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XX/XX/XXXX {$300.00} XXXX transaction initiated to XXXX XXXX  XX/XX/XXXX We realized the XXXX transaction was sent to a closed account XXXX used to have at XXXX XXXX that was still associated with his XXXX account. I called Ally Bank and was told the funds would automatically be returned to me. 

XX/XX/XXXX I contacted Ally to check the status of my {$300.00}. I was informed that the closed bank account with XXXX XXXX  received the funds. I advised that we had spoken to XXXX XXXX and they advised they did NOT receive any funds. They stated it was impossible due to the account being previously closed. A dispute was opened with Ally bank for this {$300.00} transaction. 

XX/XX/XXXX I contacted Ally for an update on my dispute. I was advised of a 10 business day turnaround timeframe. 

XX/XX/XXXX I contacted Ally for a status on the dispute. No update available. 

XXXX Provisional Credit of {$300.00} applied to my Ally account. 

XXXX I received paperwork from Ally to complete and send back regarding details of my dispute. 

XXXX I returned said paperwork via email. I reached out to Ally Bank to advise them I had sent my paperwork back to them. Ally tells me to contact XXXX XXXX  myself ( even though I do not hold an account with them ) and inquire about the {$300.00}. I advised Ally that XXXX had already done so and was reassured that XXXX XXXX did not receive or accept a {$300.00} XXXX transaction. Ally insists that the transfer was completed and the {$300.00} was not rejected. 

XXXX I am notified that my provisional {$300.00} credit will be revoked on XX/XX/XXXX. 

XXXX I contacted Ally to express my frustration in their clear lack of true investigation in this matter and was provided with no resolution. 

XX/XX/XXXX Provisional {$300.00} Credit revoked. My dispute was re-opened through Ally per my request after much back and forth with them. 

XX/XX/XXXX I contact Ally for a status on my dispute. They advise me again of a 10 business day turnaround time. 

XX/XX/XXXX I inquire if there are any updates regarding my re-opened dispute. Ally bank tells me that because it was a duplicate dispute it was closed and not investigated further. Brand new dispute opened per my request. 

XXXX I contact Ally to check for any updates. I am told again to contact XXXXXXXX XXXX with whom I have no accounts and therefore will not speak to me. Ally continues to insist that XXXX XXXX accepted the {$300.00}. XXXX calls XXXX XXXX and obtains a letter on letterhead stating officially that they DID NOT accept any funds from my XXXX transfer. I obtained a copy of this letter and I sent it to Ally Bank disputes team via email. I advise Ally bank of this and I request that my case be marked as a priority and that it be escalated. 

XXXX I contact Ally to inquire why my case has not been resolved after I provided proof of my dispute being valid. Ally advises me they are waiting on a response from XXXX XXXX. I requested a supervisor. I advised again of the document I had already submitted from XXXX XXXX formally stating they do not have my {$300.00}. I am told by the supervisor that my case would be marked priority and I should either hear from someone or see my money returned by XXXX. 

XXXX I have still not received my {$300.00} and have heard nothing from Ally. I contacted Ally and spoke with another supervisor and was told my case was being escalated.

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