Consumer complaint received 2023-10-12
Company: ALLY FINANCIAL INC.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have been the victim of an online scam, and I have encountered what I believe to be inadequate responsiveness from Ally Bank in handling this matter. 
The sequence of events leading to this complaint is as follows : On or about XX/XX/2023, I entered a transaction with an individual purporting to be a Russian Blue Kitten breeder through the website called : XXXX to purchase a kitten. The request involved numerous text messages and email exchanges with an individual who claimed to be the breeder named XXXX XXXX, also known as XXXX XXXX. The contact information for her was verified through her telephone number, ( XXXX ) XXXX, email address, XXXX, and business address. The breeder confirmed that she had a kitten available by the name of " XXXX, '' priced at {$750.00}, along with a {$70.00} fee for the delivery of the kitten to my residence, totaling {$820.00} dollars. 
The breeder provided me with her XXXX contact information : XXXX XXXX, with the email address XXXX. It is essential to note that upon inputting these credentials into XXXX, the recipient 's name appeared, and I confirmed via text exchange that this was the correct XXXX information. 
XXXX XXXX then confirmed receipt via text, that my kitten would be shipped the following day, and provided me with a tracking ID from XXXX XXXX XXXX, a pet transport service. However, shortly thereafter, I received a phone call asserting that the kitten was presently " on hold '' due to an obligatory purchase condition - an XXXX XXXX XXXX XXXX XXXX pricing at approximately {$3400.00}. It was at this point where I realized that I was being scammed, and this was a common tactic used by pet scammers. I attempted to call XXXX XXXX several times, and there was no answer or voicemail service. 
I immediately called Ally Bank to report the fraud and dispute/stop the {$820.00} XXXX transaction XXXX When speaking to the bank representative, she informed me that she would open an investigation and that I was to file an internet fraud report with the FBI, as well as report the fraud with XXXX. The Ally dispute number is XXXX. She additionally suggested that I notify the police, to which I was able to obtain XXXX XXXX name and address in XXXX, Georgia. Subsequently, I reached out to the XXXX XXXX of Police to report the incident. I also uploaded all of the requested documents to Ally Banks messaging portal. 
Ally Bank did nothing to stop the payment, and my account was not refunded the {$820.00} dollars. I have reason to believe the bank rep failed to flag this matter as fraud or notify the bank 's fraud department to stop the individual who scammed me. On XX/XX/2023, I received a written letter from Ally Bank, with a backdated date of XX/XX/2023. This written communication conveyed the outcome of Ally Bank 's internal investigation, asserting that the transaction was authorized and without error. Furthermore, the communication conveyed that the recipient ( scammer ) had been contacted and she had confirmed the transaction as authorized. The bank 's response seemed to align itself with the perpetrator of the fraudulent act, with the communication stating that the funds would not be restituted.

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