Consumer complaint received 2022-06-21
Company: ALLY FINANCIAL INC.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Almost 2 months ago, I was at XXXX and my debit card wouldnt work. I logged into my Ally account to find my savings account listed as closed and my checking account listing a high available funds. Ive been calling them daily and been told they reserve the right to close accounts without warning or reason. I spent 4 hours on the phone with them being escalated only to be told the department in charge does not accept phone calls and an XXXX case would be submitted for them to return my call within 6 business days. There has been no call. How can you not speak with someone to get more information or try to find a solution to at least get my money. Its highly suspect as I disputed a charge of almost {$3000.00} for an insurance plan that issued me an ID card with an ID # that doesnt exist in any medical database nor could the issuer even find it! I have paid for the coverage without receiving it for 6 months now forcing me to pay insane amounts for my life saving medication and been unable to get monthly XXXX as its {$3500.00} a month on top of the {$1000.00} Im paying for coverage thats not being given. I am XXXX, recovering from a divorce where my spouse stole our life savings while I was incapacitated and now having to sell precious items I own of value for tiny cash sums just to afford 1 meal a day and dog food. My dispute was made based on the instruction by the insurance provider, the 3rd party management of said insurance and ALLY BANK THEMSELVES as all agreed the contract had clearly not be fulfilled. An Ally rep directly filled the dispute claim out on my behalf selecting details such a fraudulent due to paying for a service not rendered. I literally acted on the advice of all parties included, but Ally continues to claim A. Theyre missing the additional documentation required ( which has been submitted twice with proof of submission and confirmation of receipt by Ally in my account under their messages feature ) B. Continue the freeze of all my funds in my checking account, never closing it or allowing activity on it. C. have issued a notice of adverse action to XXXX but never followed through or provided any reason or basis for the adverse notice..Im unable to open an account anywhere due to this even having the banks tell me theyve never seen this with XXXX saying the same and to contact Ally again. But again, that dept. doesnt take phone calls. I can not accept a new job offer due to no account existing to set up direct deposit, I can not receive vital medications as each is over $ 300 monthly, I can not get a hold of anyone to resolve the matter, I can not pay any bills and on the verge of losing my electricity my water service my cell service nor can I afford to put gas in my car to leave my home. I literally am about to be on the streets while Ally continues to hold my available funds while doing everything to avoid refunding me the $ XXXX Im owed on top of that. My credit score has now dropped XXXXXXXX XXXX..this is fraud and theft by Ally. Please someone help me before Im to crippled to move and living on the streets! Please, Ive never been so terrified with my bank going in circles and not doing anything.

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