Consumer complaint received 2022-12-09
Company: ALLY FINANCIAL INC.
State: IL
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I attempted to open a {$10000.00} CD with Ally Bank by transferring funds from my checking account at XXXX XXXX XXXX XXXX  ( XXXX ). Due to a double-funding problem ( XXXX {$10000.00} ACH transfers occurred ), I requested that XXXX return ONE of the {$10000.00} ACH transactions, which they did. At that point, Ally had my other {$10000.00}. Ally then brought my CD account to {$0.00}. They claim that BOTH {$10000.00} ACH transactions were returned to XXXX. However, XXXX has done extensive research on this matter, and they contend only one ACH transaction was returned. Below is an overview provided to Ally Bank from XXXX explaining their efforts ( my name is being redacted ). Ally has yet to provide the tracing number on what they allege was the second ACH return. I have made numerous phone and email attempts over the past 6 plus weeks to resolve this to no avail. At this point, I have been without my original {$10000.00} for over six weeks. 

EMAIL FROM XXXX ..... 

XXXX XXXX XXXX XXXX  received XXXX debits to REDACTED account on XX/XX/2022, in the amount of {$10000.00}. On XX/XX/2022, XXXX of the debits was returned XXXX  to Ally Bank. Your email stated that Ally Bank was notified by the debiting institution the transfers were rejected due to insufficient funds. On XX/XX/XXXX, the funds were returned back to your XXXX XXXX XXXX XXXX. Only ONE debit was returned as NSF by XXXX XXXX XXXX XXXX. 
On XX/XX/2022, XXXX XXXX XXXX XXXX  received a FAX from XXXX XXXX at XXXX, Allys Third-Party Service Provider, requesting the return of the ACH transaction XXXX ( description TRANSFER ). After several attempts calling with no answer, I emailed XXXX XXXX at XXXX that the ACH transaction had been return XXXX  on XX/XX/2022. 

To date since XX/XX/XXXX, REDACTED 's account at XXXX XXXX XXXX XXXX  has had the XXXX debits as explained above and XXXX credit from XXXX XXXX XXXX XXXX  when the extra debit was returned by XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX does not use a Third-Party Service Provider. We send and receive our ACH files directly through the XXXX XXXX XXXX. I have spoken to the XXXX XXXX XXXX we have not received the second credit transfer from Ally Bank. You stated in your email the ACH transfer was rejected for Non-Transactional Account. While the funds were debited from your external account, the credit transfer was not completed. The credit should be coming from Ally. I explained this when I spoke to the XXXX XXXX XXXX and that Ally Bank is recommending us to file a dispute for an incomplete transfer. The XXXX XXXX  does not see how this can be done if XXXX XXXX XXXX XXXX  has not received the credit and we have no incomplete or rejected files. 
No letter of instructions has been received by XXXX XXXX XXXX XXXX  from Ally in an attempt to rectify the issue. We have received a FAX from XXXX requesting a return XXXX for an ACH transaction with a description of TRANSFER and the Trace number is for the ACCT FUND transaction. 
I have provided REDACTED with copies of the FAX received and FED reports showing the accepted received and returned items with trace numbers. 
I am requesting on REDACTEDs behalf, trace numbers from Ally or Fiserv ( Allys Third-Party Service Provider ) of the credit ( rejected ) ACH transaction sent back to XXXX XXXX XXXX XXXX  through the XXXX 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 explanation