Consumer complaint received 2022-04-14
Company: ALLY FINANCIAL INC.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Tuesday, XX/XX/2022 XXXXXXXX XXXX Received a text message at XXXX XXXX from Ally stating that there was a fraud alert on my account. Someone in XXXX at a company called XXXX charged my account {$1200.00} three times for a total of {$3600.00}. 
Around the same time received emails from Ally, via email to verify if the charges were in that the charges were incorrect. I confirmed that they were incorrect. Also, note that in the emails it states that I should call the bank immediately if I did not authorize these transactions. Which I did and proved to not be used. 
At XXXXXXXX XXXX I called Card ( Fraud ) Services directly and spoke with a representative who confirmed my identity, that I did not make the transactions, and confirmed that I was a victim of fraud. They canceled the debit card and re-issued a new one. They stated it would be 3-7 business days before I would receive the card, also stated that I had to call Account services to dispute the charges Immediately after I called Account services ( XXXX ) : 1st Representative Stated that I could not dispute the charges until they were posted. I said that was unacceptable as the Card services ( fraud ) department already confirmed the charges were fraudulent. I then asked to be transferred to a supervisor, I was transferred to another 2nd representative who repeated the same thing. At this point, I had to go back to work and call later in the day XXXXXXXX XXXX Called back Account Services ( XXXX ) and was told by the representative that Fraud Services flagged so it will not post ( charges would be denied ) to my account as it was confirmed as fraud. The charges were to fall off the next day. 

Wednesday, XX/XX/2022 Wednesday morning I checked my Ally app and one of the charges had fallen off but the other 2 still remained. 
By XXXX XXXX  2 of 3 fraudulent transactions for {$1200.00} were posted to my account which triggered an overdraft transfer of {$1200.00} and {$2300.00} ( total of {$3500.00} ) from my savings account. 
Called Ally spoke to the first representative who repeated the same thing, disputes the charges, waits 10 days but there is nothing they can do outside of that. Ask to speak to a supervisor and was transferred to an Escalation specialist, XXXX, informed me that when I confirmed via text and email my card was switched to inactive but the charge still came through, this was an error and the charges shouldnt have been approved. I then asked for a way to expedite the process since clearly this was a bank error. He stated that there was no way to expedite, I then asked for a supervisor. 
After a long hold finally, a floor supervisor named XXXX ( XXXX # XXXX ) again repeated to me that there was nothing they could do just submit a dispute and make a note. 
XXXX created a dispute for 2 of the 3 fraudulent charges ( Dispute # XXXX ) and stated that I had to call back in when the 3rd charge was posted to the account to dispute it. I would have waited 10 business days for the Dispute department to investigate where I still would not receive a credit just written confirmation of the dispute and more questions via USPS mail to fill out and mail back.

This is clearly fraud. The money was taken from my account overnight there was clearly an issue with the system. However, to get my money back it will take well over 10 days ( dispute, time I am putting in on phone calls and entering in disputes ) to get my money back. The Ally dispute system is broken and is not there to protect the customer.

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