Consumer complaint received 2018-12-15
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/2018 an interest-bearing checking account was opened with an initial deposit of {$100.00}. There were to be two names on this with equal access for both. When the original paperwork was filled out one signee was living in XXXX  but moving to XXXX so used her new XXXX address as she was planning to leave as soon as the funds were released from the of a piece of property, where both signees were going to reside at the same address. Because of where the XXXX  signee resided she asked for the debit cards to be sent to the person who purchased her property, as her mail was frequently stolen. All requested information for both parties was filled out properly and sent in as required. On XX/XX/2018 a deposit was made in the amount of {$65000.00}. from a Title Company to this bank. As of XX/XX/2018, neither signee had received a debit card so the bank was contacted by one of the signees to find out when the debit cards would be arriving. They were told that it normally takes 10-15 days for debit cards to arrive, the bank was asked if they had expedited shipping. The signee was told yes, for a {$15.00}. fee XXXX XXXX would deliver both debit cards the next Wednesday. Wednesday came and went no debit cards arrive, again the same signee calls and this time she is told, " we do not nor have we ever had express delivery on our debit cards, you just have to wait for them ''. By this time we both are losing patience. A few days later two debit cards show up, different numbers, same person 's name on both cards! The same signee calls again trying to find out what is going on only to be told her name is not on the account and nobody is going to tell her anything! The other person on the account calls, gets one account  activated and tells the bank to put the other co-signer on, they have all the information they need and to send her card to XXXX. The " good '' signee starts using her card, both have decided there is not enough time to purchase a car, get a pod and leave in a few days so has the " bad '' signee books a flight to XXXX  through her phone using the " good '' signees debit card. ( with her permission & giving the debit card information ). On XX/XX/18 the " good '' signee tells the " bad '' signee to call her son and have {$55000.00}. drawn out of the bank account ( this had already been discussed with this bank when the account was opened and was approved as the second signee had used funds from her XXXX account to originally open the account ) as the " good '' signee was afraid someone would steal the one good card as she had several phones, debit cards, and personal items stolen in the past, either while she was in the hospital or even out shopping. On XX/XX/18 the " bad '' signee flies to XXXX, on XX/XX/18 the " good '' signee goes to have her hair done at a salon and when she goes to pay, her debit card is denied. She is mortified, the salon keeps her phone as collateral and she is left without any communication device. She does not own a computer, she does not drive and her SS debit card was stolen so the " bad '' signee was going to order her a new one when she got home to XXXX, not putting a rush on it as she had no idea the bank had closed down the second debit card. After several calls to this very annoying bank, who would tell me absolutely nothing, I called them posing as the " good '' signee, passed all their security questions, ( yes we are related and are as close as twins, and I also know I was breaking the rules ) but she needed her darn money and I needed to help her. To make a long story short, the bank gave me a phone number to call, which they called their, " Loss Prevention Dept '' and I was to ask for XXXX. I did what they asked, phony telephone number, phony name. By now the " good '' signee has her phone back, calls the bank to find out why she can't use her debit card, they now tell her she needs to send them a copy of her photo ID and an e-mail address. She had applied for her new ID a few weeks before but living in XXXX  it could take up to 6 weeks to get it, all she had was an old ID and a new paper one stating a new photo ID was coming, they would not accept this ID and would not accept the fact that she did not have a computer, hence no e-mail address. She asked if she could give them the " bad '' signees e-mail, she was told absolutely not. She called me and I made a new e-mail account for her and she made a password, and when her ID came in she had the realtor send both requested pieces of information. This bank had never asked for it before, but now that it had a good amount of her money she needs to send in her ID or they won't release her funds! She also told them she had tried the number she was given for their Loss Prevention Department plus had other folks call it & they got the same info we received, their reply to that question is, " someone will get back to you in 2-3 days ''. I can't remember how many times the " good '' signee has called this bank to have my name put on her account and send me a debit card, & has asked them to please release her money. Today is XX/XX/18 and the answer today was the same as it was on XX/XX/2018 ; " someone will get back to you within 2-3 days ''. As a side note, when the account was first opened the bank was told in no uncertain terms they were not to send any checks. Earlier this week checks were sent to the XXXX  signee, she hid them and they were stolen by the next day. The credit union where the wired money was to be sent has never received a confirmation that the request was received, we have no idea how much money is in this account as neither one of us has access to it. On XX/XX/2018 at XXXX XXXX  I had my Credit Union send this bank a copy of my XXXX  drivers license with the full name of the current account holders name and a copy of her account number with the routing number as it showed on the bottom of a deposit ticket sent to my address, so there is absolutely no reason not to add me to this account. In addition, this afternoon the account holder filled out all the paperwork that is required for me to have full access to all of her banking accounts, and that paperwork should be arriving by the middle of next week.

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