Consumer complaint received 2021-01-26
Company: ALLY FINANCIAL INC.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX I made a debit card transfer in the amount of {$5000.00} from my XXXX account to my Ally checking account. XXXX had to review the transfer for fraud, and after it was determined legitimate it was deposited into my Ally checking account. 

On XXXX I called Ally to see if I could send the money via wire transfer to my local bank. I was told that the request could not be completed over the phone for my safety and that I had to fill out a form and fax it in. A few hours later I called Ally again to see if I could get my ATM withdraw limit raised to $ XXXX. I was told by the Ally representative XXXX that the request could not be completed and would need to be reviewed. However, he informed me that the previous information I received about the wire transfer wasn't entirely accurate and that I could fill out an online form to be submitted right away. I filled out the online form and submitted it scheduled for XXXX. I also went to the local ATM to withdraw {$1000.00} On the morning of XXXX I went to the local ATM again to withdraw {$1000.00}. That afternoon I received a call from a number I did not know, and I was at work so I did not answer. Someone by the name of XXXX ( this may not be the correct spelling ) from Ally 's Fraud Prevention department left me a voicemail that I need to call her right away regarding my account. I was able to take an early lunch and gave Ally a call. After being on hold for 13 minutes I was told that I would be transferred to XXXX because she needed to speak to me urgently. 

When she got on the phone she was immediately aggressive. XXXX asked me where the money came from, who it was from, and what it was for. I explained to her that it was from a friend and it was already cleared by XXXX. She asked me what the urgency was to withdraw the money and cited requesting the ATM withdraw limit, withdrawing funds from an ATM, and requesting a wire transfer as the reasons for her speciousness. She stated that unless I told her what I intended to use the money for that she was going to lock my account until further notice. When I told her that I have no obligation to tell her what I spend my own money on she hung up the phone. When I tried to login to the account later this evening it was locked. 

After I got home from work I tried to call Ally bank eight separate times asking each time to speak with a manager. The first lost prevention specialist I spoke with was named XXXX. When I told her that I needed to speak with a manager she said, " That's not how it works '' and refused to help me unless I told her the situation first. When I informed her that I was going to begin recording the call, she too got aggressive and said that she was going to refuse to help me any further unless I stop recording. When I refused she hung up. 

The next six times I called I was hung up on as soon as I was connected to a representative. On my eighth and final call I was connected with someone that took my information and said he would inform the manager of my situation. He said that he had a manager on the line and that I would be transferred. The phone rang a few times and I was sent to a voicemail. I informed the manager via voicemail of my situation and that if I was not called back I would be forced to file a CFPB complaint. I now have over {$3500.00} in an account that I can not use.

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