Consumer complaint received 2021-07-15
Company: ALLY FINANCIAL INC.
State: PA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened an account on or around XX/XX/XXXX. I setup online banking but since then have had nothing but issues accessing my account ( They block access ). It is continually blocked and I have to spend hours on the phone with customer support/ fraud specialists verifying I am who I say I am. On my last phone call XXXX setup a series of special questions ( per the customer service representative ) to avoid having to spend hours on the phone while the fraud specialist googles my name for info. Great, I thought. No such luck. While attempting to transfer money from my Ally account to another bank ( Both accounts registered to me ) my account was locked yet again. I called customer service and answered all the security questions ( the ones they assured me would verify my identity ) but no they transfer me to a fraud specialist. 

On this phone call the woman advised that she need to verify my identity with documents.

1 ). a photo front and back of drivers license.

2 ). a photo front and back of social security card 3 ). current bill i.e. credit card, utility bill 4 ). a photo of me HOLDING drivers license. 

That seemed like a lot to go through since I had already verified my identity. But, I gathered up the documents, took photos and sent them as requested. One of the photos is myself holding the drivers license. 

I called back in. Once again I was required to verify myself through with my security questions I had setup. Once again I was transferred to a fraud specialist. I explained the issue. Once again I spent another 45 mins while the fraud specialist l researched my name and came up with specific questions only I would know. Every few mins they would put me on hold, look up something and return with another question or two. Obviously, I answered all the questions correctly. Just as I believed XXXX XXXX the fraud specialist ) was about to release the block he put me on hold one last time. He came back on line " XXXX, I have one last question. When was you security card issued? '' Really? I am XXXX XXXX XXXX. I have no idea when my social security was issued. My wife ( ex wife ) and I applied for my two sons when they were 5 or 6. My parents passed away in XXXX and XXXX. Not as if I could have asked them. If I may ask to whom ever is reading this? Do YOU know when your social security card was issued? 

I understand fraud protection and the need for security but this goes beyond/ This is harassment. To make a customer call in every time the bank gets an alert and then to have to sit on the phone answering questions is ridiculous. 

As of today my account is still locked. I am a XXXX veteran on social security and the bank has blocked my only source of income. 

I have been visiting my son in XXXX California and Ally Bank did not believe I was in XXXX XXXX / XXXX XXXX California. Ive attached a photo of ME holding a newspaper. Please zoom in and see the date XX/XX/XXXX. That was yesterday.

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