Consumer complaint received 2023-12-07
Company: ALLY FINANCIAL INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023 I for the first time ever signed into ally bank mobile app and went into the XXXX feature in the ally bank to transfer {$330.00} Dolllars to a known family member, before I could send it because it was my first time using this XXXX feature in the app it prompted me to sync my contacts from phone to the app & I did so, I was then able to find the known family member listed as my synced contact First and last name & clicked on it to transfer {$330.00}, after confirming it was sent successfully it stated the full name and number it sent too, I did not look twice because I knew it had synced and numbers looked correct the first time I checked but after 10 minutes of waiting for confirmation that my family member received the transfer, I checked back 2 times on the app now worried where it was since its supposed to be an instant transfer & while double checking in the synced contacts the recipients number was all but one number off the correct number. I then immediately called ally bank on XX/XX/2023 to dispute this transfer and try to figure out why the contact number information was wrongly synced by the app, they stated they dont have an answer for it and will try to investigate the matter. the next day XX/XX/XXXX I reached out to the individual who received the funds via text & to my surprise they were cooperating and helpful they confirmed they had received the funds and that they would immediately call there institution XXXX XXXX XXXX to reverse the payment back to my account since it was a mistake made by the app not syncing contacts correctly, On XX/XX/2023 I received a letter from Ally bank stating that there would be no provisional credit given to myself for there error and that they would continue to investigate. on XX/XX/XXXX the individual who received the funds by error, Received a letter from XXXX XXXX XXXX stating that the {$330.00} was debited from there account due to a misrouted transfer. I received this information and contacted ally bank on XX/XX/2023, and stated to them over the phone this information that I was given by the recipient from there bank, On XX/XX/XXXX, I received a letter from ally that the investigation was complete and they found that this transfer was authorized and not made in error confirmed by the recipient. I immediately got on the phone with ally and informed them of the letter from XXXX  XXXX XXXX that this was sent back to my account due to a misrouted transfer. Ally then put in a new dispute to try and investigate if XXXX XXXX XXXX actually reversed the funds & On XX/XX/XXXX I was on the phone with ally again inquiring about the dispute and my funds that were supposed to be reversed and available weeks ago according XXXX XXXX XXXX reversing the transaction, I then was able by the help of the recipient who got the funds in error, to provide the trace number, case number and transaction number from XXXX  XXXX XXXX confirming that they did indeed debited the account and revered the transaction back to my account, I provided all the details of this to ally on this date XX/XX/2023 over the phone & they told me they will yet again investigate and try to find where the funds are, it is XX/XX/XXXX & I have followed up with ally bank weekly since XX/XX/XXXX, and have been told that they dont know where the funds are and are not allowing myself to speak with the dispute team that handles these matters due to there company policys. Ally to this day XX/XX/XXXX are still stating no answer and referring me to XXXX XXXX XXXX & vice versa. 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 monetary relief