Consumer complaint received 2020-07-24
Company: ALLY FINANCIAL INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Ally lost rent checks XXXX houseXX/XX/2020 XX/XX/20 Called because deposits were put into my sons account. ( same name and address ) They said to call the next day and get a case ID. The deposit was for XXXX. All sent in the same envelope with deposit slip. Checks for XXXX, XXXX, XXXX were deposited, but 2 checks are missing for a total of XXXX. ( probably XXXX and XXXX ) Money orders They said to talk with someone from exception processing. ( about one hour call ) XX/XX/20 Called again. Refused to give case-ID. Put on hold a number of times. Expect to have check numbers etc. Would not allow me to talk with someone in ( exception processing ) XX/XX/20 Called again. Customer service agent # XXXX ( very helpful ) Case-ID need for it to be 10 business days to fill out a form. Maybe in suspense. 

XX/XX/20 Tenant sent me copies of the checks ( tenant ) XXXX XXXX XXXX XXXX XXXX XXXX   XXXX XXXX Money Order post office XXXX XXXX Money Order post office XXXX XXXX ( missing ) been sold but not cashed Money Order Post office XXXX XXXX ( missing ) been sold but not cashed Post office XXXX Case ID # XXXX, XXXX Talked with customer service again, Case IDs created. Emailed a copy of the checks to Ally via the safe message. 

XX/XX/20 Checks from XXXX account deposited into mine. Still missing two checks. 

Talked with customer service. Wanted me to go to see if those checks were cashed at the post-office? My tenant might have to go to the post-office again. 

Case-ID XXXX Can you have the same case worker on it? 

Can I speak to your supervisor? 

Checked with the Post Office and the Money Order has been sold but not cashed. 

XX/XX/XXXX Called again, checking with back office on the deposit. Speaking with XXXX at research and development. They want me to have the checks placed on a stop payment. Then re-issue the checks. 

Now talking with a supervisor. XXXX is the name of the supervisor. 

Can not do a stop payment on a money order. 
Takes 30 to 60 days to investigate the loss XXXX processing fee for each new money order Should be a paper trail. XXXX CASE-ID They are going to investigate it and call me. Max 5-6 business days. Example : Physical deposit slip was enclosed with the 5 checks. The deposit slip listed the 5 amounts and if there were only 3 checks, something should have been noted at that moment.

XX/XX/XXXXReceived email from Deposits ECR. They basically take no responsibility for anything. Basically saying sorry, but did not answer the questions I asked. Now calling again. On hold again like all the other times. 

No resolution. Now I have to take additional steps to resolve, Ally takes no responsibility. Legal action now being considered plus reporting to XXXX  etc. 

Sending them a copy of this. 

Process is not complicated : Someone from Ally opened the envelope that was mailed with the 5 checks and deposits. ( I am sure its in their notes ) When you have a deposit slip that lists 5 checks and only 3 are there you would put that in the notes. ( nothing is listed to my knowledge because they dont share the information ) What happens now with the physical checks, envelope? Paper train. 

Bottom line ALLY takes no responsibility and does not answer the questions I have asked concerning lost checks.

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 explanation