Consumer complaint received 2018-07-27
Company: ALLY FINANCIAL INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I opened a bank account with Ally bank on XX/XX/2018. That same day, I deposited a check from my employer into the account. The check went through and the money was available. On XX/XX/XXXX, my account was locked. I hadn't spent any money or messed with the account at all. I called the bank to figure out what was wrong. An agent asked me to email my passport and a utility bill to XXXX. I sent this information on XX/XX/2018 which was the next day. 
On the same night of the XXXX, I received a phone call from a woman from the bank. She said that none of my information was able to be verified. I was confused and ask why? She said she was unable to answer the question and just that they have their own ways to verify and that my documents were not good. I was still confused and pressed why and asked what I could do. She said I could send in more documentation. While I was preparing to send, I was still very confused about my passport not being good as I have traveled with it and used it for ID many times. After going back and forth, I asked if I could just somehow get my money out. She quickly put me on hold and came back to tell me she has decided to close my account. I asked why she called for more documents if she wasn't giving me a chance to even submit them anymore. I asked if there was any way to keep it open. She said no and this was just a courtesy call to tell me they were closing the account even though she started the call asking for more documents. 

I asked how I would get my money which was XXXX {$4800.00}. I had no fees as I had never used the account yet other than depositing my check. She said I would not get my money back. 

This is the start of my complaint. Why will I not get my money back? She says the bank will give my money to my employer and it is up to them if they want to give it back to me. She said the bank is not responsible to give me my money back. I asked if she could email me some documentation that I could show to my employer to prove that my money was sent to them but she said no. I asked if I could have anything written to prove this conversation happened at all, she said no. 

This is a lot of money for a bank to just take, or to give back to my employer with no proof that they gave it back or that my employer received it. 

I was under the impression from my limited research that when banks close accounts, they must return the money minus any fees to the account holder. I didn't owe any fees, so I think I should be returned my money in its entirety. 

As of now, the bank no longer answers any emails I send and the customer representatives say my account belongs to a woman and I can only talk to her about it. She does not answer the phone and voice mail is not available. 

They have locked all access to my account so I have no way to access any statements or account numbers. All I have is the original check that I deposited and the emails the bank sent me.

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