Consumer complaint received 2021-11-23
Company: ALLY FINANCIAL INC.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2021 and XX/XX/2021, I had XXXX fraudulent ATM withdrawals from my Ally Bank Checking account. I immediately reported it to the bank and had my bank card cancelled. The debit card was in my possession the entire time. I also immediately contacted the XXXX XXXX Virginia police department, specifically the Financial Crimes Division. A case was opened and assigned to XXXX XXXX XXXX. They believe my card was " skimmed '' and my card number and PIN were compromised. I also immediately contacted the XXXX store where the crime occurred. They reviewed the video footage and did see the perpretrator, which they confirmed was NOT ME. 

Here is a timeline of the transactions. 
All in all, XXXX transactions were made illegally. 
There were multiple other attempts, but they were unsuccessful. 

All XXXX transactions listed below are at the same XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX : XXXX XXXX Cell On XXXX, XX/XX/XXXX, I never left my home, yet the following transactions occurred : XXXX ATM- {$200.00} XXXX PM-SUCCESSFUL XXXX ATM {$400.00} XXXX PM-SUCCESSFUL XXXX ATM {$380.00} XXXX PM-SUCCESSFUL Overnight, at XXXX AM, XXXX XXXX -DENIED-Wells XXXX ATM XXXX {$400.00} LOCATION : XXXX XXXX, XXXX VA ATM ID : XXXX XXXX XXXX ATM XXXX {$300.00} XXXX : XXXX XXXX, XXXX VA ATM ID : XXXX Sunday XXXX XXXX XXXX XXXX -DENIED-Balance Inquiry-CVS XXXX XXXX XXXX : XXXX XXXX # XXXX XXXX ATM {$380.00} XXXX AM-SUCCESSFUL XXXX ATM {$400.00} XXXX AM-SUCCESSFUL -- XXXX ATM- {$200.00} XXXX XXXX XXXX ATM {$400.00} XXXX AM ( Withdrawal Amount Limit Exceeded ) I left my home for the first time all weekend at XXXX Sunday the XXXX. I purchased groceries and then I checked my balance and this started the entire fiasco. 
I contacted my bank and had the card deactivated, then I disputed the XXXX ATM charges in question. I then filed a form with XXXX Police after talking with Ally Bank. 

Then, after my bank had turned off the card, the perpetrator attempted to use my cancelled card again. 
Monday, XX/XX/XXXX -DENIED CVS STORE ATM WITHDRAWAL-Denied by Card Issuer XXXX -DENIED CVS STORE ATM WITHDRAWAL-Denied by Card Issuer XXXX *******Lastly, from XXXX AM on XX/XX/XXXX to XXXX AM on XX/XX/XXXX, there were XXXX denied transactions from : XXXX XXXX, MI ATM ID : XXXX I XXXX XXXX the verification letter from the XXXX XXXX Police, along with the Detective contact XXXX XXXX 
Subsequently, Ally Bank, despite there being an ONGOING criminal investigation, denied my claim. They initially gave me a provisional credit for the charges, but then subsequently took back the credit and denied my dispute. I have appealed it multiple times but they continue to deny it with no credible reason. They have REFUSED to speak to the Detective on the case, despite there being an open investigation. The police believe my card was " XXXX ''. The video footage shows that the perpetrator was NOT ME. The photo 's have been distributed nationwide, per XXXX XXXX. 
I am the victim of a crime. My bank did no investigation and refused to help me. I believe that the facts show that Ally Bank, blindly rejected my dispute, in the interest of not wanting to credit me with the funds stolen from my account. The reasons they provide for rejecting the dispute are not beared out by the facts. Multiple transactions were attempted in the days following the report.of the crime. Ally Bank claims, despite the evidence showing it, that no other transactions were attempted after the crime occurred. They also claim the transactions were not suspicious, and appeared normal. XXXX {$2000.00} were stolen from me. If my bank did not have a daily withdrawal limit, more would have been stolen. ATM transactions were attempted AFTER I reported it. Several were rejected because my daily withdrawal limit had been met. XXXX consecutive transactions were attempted and DENIED, XXXX days after I reported the incident. My bank claimed to conduct an investigation, yet they did not. They denied my dispute and promised to send me documentation as to why they denied it. They never sent me the information, despite demanding it twice. I feel victimized by the criminal who stole from me, and also by my bank, which turned a XXXX eye to my plea for help. They repeatedly refused to contact the police to discuss the case. They promised me documentation and did not provide it. The also rejected my appeal of the dispute and never notified me in writing, despite being required to do so. I will atttach all pertinent info. 
The detective info is below : Detective XXXX XXXX # XXXX, XXXX XXXX XXXX Police Department XXXX XXXX XXXX, XXXX XXXX XXXX ( 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 monetary relief