Consumer complaint received 2022-05-27
Company: ALLY FINANCIAL INC.
State: AL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
on XX/XX/22, My husband and I sold our home for {$150.00}, XXXX. I called Ally bank on XXXX and advised of amount of wire coming in and how much, also inquired about if it was anything I need to provide the title company ( who handled the sales transaction ) to make the wire smooth and not a issue. I was advised by customer service rep, all I needed to provide was ALLY routing number and my account number. I provided information to tittle company and wire was processed and completed. I was able to check my online banking on XXXX & XXXX and wire amount of {$150.00}, XXXX was in there, I made a wire transfer of {$50.00} of the {$150.00}, XXXX to my husband account on XXXX and it stated it was processing. On Monday XXXX, I attempted to log into my account and was not able to access it. I called ally cust service department and was informed I had to speak with someone in the Loss Prevention Department. I was transferred and finally after 30 minute of holding, Ispoke with a " XXXX ''. XXXX was very rude, condescending & unprofessional from the beginning of the conversation. He advised me that I was the one in Fraud and i needed to listen to him, I advised him that my dad don't even talk to me like that and he stated " he should have told me to listen '' I asked if I could speak with someone else. He put me back in the call que and I waited for another 30 min, got a young lady named XXXX, she put me on hold for 15 minutes and phone hung up. I called back and held on for 30 more minute and XXXX came on the line. I explained to her situation and she advised me that my account has been frozen for fraud, i asked her why no one had reached out to me about it. she stated that I would need to provide where i got money from, she send me a email to upload it on. I uploaded document. I called back to see if they received it and i was told it was in review. I have called and called ALLY to see when my my money would be available to me and they will not give me an answer. I was told if i called back before investigation was over, it would loo suspicious. I had other monies in this account and i cant access it as well. At this point, I don't know if my money is in the account. They have failed to communicate with me via phone or email to let me know my account was in suspicion nor have they treated me with professionalism. I was told from one rep because of the newest trend of hacking and because I have never had that amount of money put in my account, that's why its it could be fraud. I understand if thy have to ensure it not fraud due to govt regulation.. But 1. I called and advised of the transfer & inquired about the steps and procedures before wire 2.Why no one called me if they thought it was suspicious activity on my account, like most banks do. 
3. Why are they not allowing me to access my other money that was already in account before the wire came through. 
XXXX. I have provided them proper documentation for the wire, why I still have no access to my money or even can see my money. 
XXXX. Why I can't get a day when my funds should be available. 
XXXX a supervisor or a XXXX haven't contacted me concerning anything about my complaint/issues or my continued effort to get this resolved. 
XXXX. Why have i been treated like a criminal when all i did was sale a home and got the proceeds sent to my account i have with them. I transfer XXXX to XXXX a month via my direct deposit from my employer and this has never happened to me. 
XXXX want to get my funds and close this account asap I have attached all forms given to them to show money is my money.

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 non-monetary relief