Consumer complaint received 2023-02-15
Company: ALLY FINANCIAL INC.
State: OH
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I opened a claim with with the CFPB ( XXXX ). Ally Bank indicated they would pay the {$500.00} bonus as a courtesy on or before XX/XX/XXXX, and this did not happen. 

I am currently enrolled in a promotion from Ally Bank where I moved $ XXXX over and then was required to maintain that balance through XX/XX/XXXX in order to receive 1 % on my deposit with a maximum of {$500.00}. The account must be opened and be in good standing to receive it on or before XX/XX/XXXX. On XX/XX/XXXX, I initiated a transfer with XXXX XXXX for $ XXXX. This was a bank holiday, and no transactions were taking place. When I realized that I mistakenly setup the transfer to come out of my Ally Bank account that same day, I quickly called Ally to place an XXXX  stop payment on that transaction. I spoke with a supervisor on XX/XX/XXXX in the early afternoon. The supervisor agreed to waive the stop payment fee since I hadn't had any previous fee waivers. He assured me that the $ XXXX XXXX stop payment was placed and that my Ally funds would remain intact. When I woke up on XX/XX/XXXX, I noticed that the $ XXXX ACH debit had posted to the account. I called Ally Bank and spoke to XXXX who also gave me a good customer service experience. She explained that the transaction hard posted and there was nothing she could do,. I asked he if she could speak directly with her XXXX department to find out what happened. That department didn't open until XXXX, but she offered to keep me on hold for XXXX minutes waiting for the department to open. She finally reached someone from that department who said the stop payment was placed before the transaction took place, but the person who entered the stop payment didn't code it correctly. As a result, the stop payment was not effective. She indicated in the notes on my account that this was a bank error. She said that sometimes there are several XXXX digit codes for XXXX institution. She offered to waive the stop payment fee, but I mentioned the supervisor who placed the stop payment took care of that in advance. I'm asking Ally Bank to pay my {$500.00} bonus. I did everything that I was supposed to do as a consumer to stop the transaction. I placed the stop payment on XX/XX/XXXX, and it hard posted to my account around XXXX on XX/XX/XXXX. I was also told that the colleagues in that department didn't come in until XXXX on XX/XX/XXXX, which means the stop payment wouldn't have been in place on time. Had this stop payment been accurately placed, my balance would have remained above the $ XXXX key level through XX/XX/XXXX, and I would have successfully achieved the bonus payout. I asked about moving funds back to Ally, but was told I would have to do it same day otherwise the balance would drop and the bonus would not trigger. Given that there are so many questions and already a critical mistake made, I was not confident my deposit would work. If I need to re-deposit monies through XX/XX/XXXX, I will do so. Please pay my bonus as I did what I was supposed to do as a responsible consumer. I've also been a customer since XXXX

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