Consumer complaint received 2017-10-16
Company: ALLY FINANCIAL INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
I opened a checking account with Ally Bank in lateXX/XX/XXXX. 
But instead the Ally Customer Service representative whom took my initial call on the phone opened a checking and a saving account. After I made my initial deposit I received a debit card and checks. 

I never agreed to opening a savings account. Everything I thought was deposited in my checking account has been put in this savings account set up by the Ally Customer Service representative that took my initial phone call. 

My job ask that I send in a direct deposit slip from my bank. 
I went to my Ally Bank online account for this information and saw that I had a checking and a savings account. The saving account had my first deposit and the checking account had a zero balance. I immediately contacted Ally Bank by phone to question as to how and why I had a savings account. The explanation was unacceptable due to the fact I never agreed to this and I also asked Ally Bank to show me proof of my agreement to a savings such they did with the checking account. When the Customer Service representative stated there was no such document I asked that I speak to a supervisor. 

After I spoke with the supervisor he assured me this would be corrected immediately and also gave me a checking account # to put on the direct deposit slip that I was to send to my job. A week later, my job called me stating the direct deposit information could not go through. I called Ally Bank, the customer service representative stated that I put my checking account # in and the utilized my saving account routing #. I explained to her that I do not have a saving account and that this was supposed to be taken care of last week. Also, asked this customer service representative were there any notes placed in their system regarding me speaking to a supervisor. She stated yes that I had just closed out a checking account and that my savings account was the only account I had opened. 

She stated she would close out the savings account and transfer all funds to a checking account. I stated I did not and should not have a savings account to close out. She stated if I do not agree to closing the savings, I would have a new checking account and a savings account. I asked to speak to a supervisor. This supervisor contradicted the customer service representative by stating there were notices in this account that I was transferring from account for some time from my savings to my checking account. I told him I did not or should not have a savings account and that this was effecting me mentally as well as financially. 
I sent my job the new information that was given however two weeks later when I went online to see my checking account balance {$0.00} as well as an open savings account with transfer activity. 

I called Ally again immediately I asked to speak to a supervisor. He profusely apologized and stated the account was fixed but it has not been posted yet. 
Last TuesdayXX/XX/XXXX I sent Ally Bank a hand mailed check and my job posted my funds on XX/XX/XXXX. Today,XX/XX/XXXX they both have yet to post however the customer service representative stated to my money is there and the screen showing the money was not in my account disappeared.

Company response to consumer: Closed with explanation