Consumer complaint received 2018-03-22
Company: ALLY FINANCIAL INC.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX at XXXX XXXX my sister ( an Ally Financial Account holder ) sent me {$100.00} USD via Ally Bank 's website using the " XXXX XXXX XXXX XXXX '' feature. I received both an XXXX message and an email stating that the funds were sent to me. 

I have used XXXX in the past and usually receive payment within 1-3 days. After 12 days I became concern since I am also an Ally Financial account holder and it seemed strange to me that it would take longer than a few days to transfer money from one Ally account to another Ally account. I called Ally on XX/XX/XXXX, XXXX XXXX  in regards to the missing funds. I was told by an Ally representative that it could take up 14 days for the funds to transfer and that she couldn't help me unless I had my sister on a conference call so that she could look up both of our accounts. She also stated that I should call XXXX for more information. 

On XX/XX/XXXX at XXXX XXXX  I called XXXX in regards to the missing funds. I was told by their representative that the funds was completed on XX/XX/XXXX. The representative did mention that I had two XXXX accounts, one with the stand alone XXXX XXXX, and another with Ally Bank. I was told that the funds were sent to the XXXX XXXX which was tied to an Ally debit card. To prevent any future confusion he stated that he would deactivate the stand alone XXXX account and the only account I would have active would be the one with my Ally account. I informed the representative that the debit card I had attached to the XXXX XXXX was canceled in XX/XX/XXXX. The representative said that if the card was cancelled then Ally would have the funds and I would need to call them. 

On XX/XX/XXXX at XXXX XXXX  I called Ally on a conference call with my sister. The Ally representative was able to look up both my sister and my account and confirm that the money had been removed from my sisters account, and never refunded. She also verified that my account had never received the funds. I informed the agent that XXXX stated the funds went to an Ally debit card that had been cancelled. The Ally representative stated, that the payment would have automatically declined and the funds would have been rejected and refunded back to the original sender. The representative stated that it could take up to 14 days and so I should wait 14 days for the funds to be refunded. 

On XX/XX/XXXX my sister called Ally in regards to the missing funds. She was told they had sent me the funds and to check with me. I did not receive the funds. 

On XX/XX/XXXX at XXXX XXXX I called Ally in regards to the missing funds. The Ally representative confirmed that the funds had never been sent to me but could not help me any further unless I had my sister on a conference call so that she could look up her information. 

On XX/XX/XXXX at XXXX XXXX I called Ally on a conference call with my sister. I spoke with a supervisor for Ally name XXXX, who was able to look up both my sister and my account and confirm that the money had been removed from my sisters account, and never refunded. She also verified that my account had never received the funds. XXXX then informed me that the funds had been sent to a non Ally account and that I would have to speak to my other bank. I informed XXXX that I had no other bank and that the other XXXX account she was referring to was sent to an Ally debit card that had been canceled in XX/XX/XXXX. I requested that we conference in XXXX so that she could confirm for herself. 

On XX/XX/XXXX at XXXX I called XXXX on a conference call with my sister and Ally representative XXXX . We spoke with Consumer Fraud Specialist, XXXX. XXXX informed us that the XXXX payment was completed on XX/XX/XXXX and sent to an Ally debit card ending in XXXX. XXXX looked up the account history my previous debit card ending in XXXX and informed XXXX that she had no history to that card since it was cancelled back in XX/XX/XXXX. Both XXXX and XXXX stated that they would escalate the matter within their respective companies and would get back with me in 3 to 5 business days. 

On XX/XX/XXXX at XXXX XXXX I called XXXX and spoke with XXXX representative XXXX. XXXX stated that XXXX was out of the office but that he would look into the matter and would call back as soon as they had an answer. 

On XX/XX/XXXX at XXXX XXXX I called Ally and spoke with Ally representative XXXX at the XXXX Contact center. He informed me that Ally had sent me a letter via US mail and to check my mail. I asked him what it was and while he did not go into specifics he did mention that more than likely I would have to speak to my other bank which would have receive the funds. I informed XXXX that I did not have any other bank and that he was probably referring to the fact that the transfer got sent to a separate XXXX account that was not tied to my Ally account number, but rather an old Ally debit card. He stated that he would make a note and my file and would inform the person investigating my account. 

It has been 48 days since my sister initiated payment to me. I have not received the funds nor has my sister been refunded. I would like this matter resolved immediately.

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