Consumer complaint received 2023-09-01
Company: ALLY FINANCIAL INC.
State: NJ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX XXXX My name is XXXX XXXX and my address is XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXXwe purchesed an XXXX XXXX XXXX XXXX XXXXXXXX XXXX using my ally credit card. on XX/XX/2023 and recieved it on XX/XX/2023 for our XXXX XXXX XXXX son. I picked up the package from XXXX XXXX XXXX and brought it home. My son open the box and proceed to set up the XXXX  it synced fine but he noticed that it on the app he didn't have special noise cancelation feature ( spatial audio ) and he couldn't lock it at all and he said it felt lighter than the previous one he had. ( it was stolen last year from gym locker so he saved his allowance and purchesed a new one this year. ) I assured it maybe it's a new model so it's more lighter and compact. He still needed help to see if he can lock it and the noise cancelation feature we called XXXX. We spoke to 3 technician who stated it should be able to lock and have that feature he wanted. We would have to send it in and let them take a look but it could take up to 45 days. We said no its better to return it and go into XXXX XXXX and get one. Even though they didn't have the same color but no long wait and we were going on vacation XX/XX/2023 for 3 weeks. So I called XXXX and got the return number and a prepaid label rhe next day XX/XX/2023. We mailed it back via XXXX  and I asked for a receipt confirmation with weight. Which I have enclosed on XX/XX/XXXX I recieved an email stating the wrong item was sent back I need to return the right item. I was furious I called immediately spoke to a XXXX representative demanded to know what item was recieved since the email didn't say. He said he was not sure but on the notes he said they recieved an empty box but since it's another merchant that's XXXX they do not have much more information. I told him I was not pleased that he can not help me because I did not buy the item from XXXX it was from XXXX so not contacting anyone else only XXXX. 


He said the email I received I can directly email them because he can not help me .I emailed them same day XX/XX/XXXX and explained I sent the right item back just as we recieved it only open to set it up but It had to flaws and was malfunctioning. I sent pictures that I took and demanded my money. On XX/XX/XXXX I have got a response saying my email address doesn't match what they have I only have one email I use for XXXX only one account do they can not help me. Over the next 2 weeks I called several times. On XX/XX/XXXX I called and spoke to XXXX who stated XXXX did not recieve the item at all so give it until XX/XX/XXXX. I told her they recieved it from XX/XX/XXXX as the XXXX tracking stated she said dhe would escalate it and someone will contact me in 24 to 48 hours no call or contact from any XXXX employee. 

The merchant terms were to return within 15 days I return the next day .I have enclosed pictures email proof and tracking information about this situation I have been an XXXX XXXX customer for over 13 years and never had any issues returning anything I have spent thousands of dollars buy electronics phones and TV etc. I just want my money back because I returned thier product so I do not know once the weight was verified and I handed it to XXXX I do not know what happened at the facility or XXXX XXXX  or sorting station it could have been stolen at any point but I know the headphones were sent back I do not have them. It was not use to us because the it was malfunctioning and the important features that my son wanted was working. 

I was so furious I XXXX XXXX XXXX and empty box delivery and I have seen thousand of consumers who has the same issues as me they have end back XXXX products and ended being told XXXX empty or wasn't recieved so I am not the only one it's either XXXX or XXXX problem but some one is stealing and tampering XXXX  returns and these companies need to ne held accountable. I can not lose my almost XXXX for something I returned I have tracking and weight and ur telling wrong item and empty box and then oher employee saying they didn't recieve it that's ludicrous. And not fair. My money has been tied up since XX/XX/XXXX and no help from anyone. I emailed the one contact they gave and they saying they can't help because it's wrong email when it's my XXXX email and only one I use. Ally bank has to help and be the middle man to protect consumers I am not the only o e this XXXX XXXX  XXXX  scam is affecting please help us get our money back. 


Thank you, 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