Consumer complaint received 2023-09-27
Company: ALLY FINANCIAL INC.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XXXX  I was trying to make sure my contact channels for XXXX was correct so I could begin using it again. I have not used it for over a year. 
When I did use it, I would only use it to send occasionally to send money to a friend or transfer money between my accounts. I wanted to start using XXXX again because Im opening another bank account. When I try to make sure it was registered, it did not work and I called the bank and they could not tell me what the issue was. They said they were going to open a case for someone to look into it and contact me. They said it would be three business days. The next day I tried to do an external transfer but Ally wouldnt allow me to link another bank that way either. I chatted with someone who told me that this is relating to my XXXX issue and its still being looked into. They still could not provide me with any information. Yesterday at around XXXX XXXX  I received a missed call no voicemail was left so I googled the number and it said it was Ally bank. I called Ally Bank and the guy told me that he did not see a missed call and he didnt have any updates on my case. He was continuing to look at my account & the call disconnected. I didnt know what happened but he told me that there was no updates, so I did not feel a need to call back. About XXXX minutes later, I received an email stating that there was suspicious activity detected on my account today. I immediately called back and asked for a supervisor and the agent that I reached told me that I could not speak with one. They said there was none available. She did allow me to leave a voicemail though. I expressed that I was very frustrated with the experience that I have been having the past few days. No one has been able to give me any information. The agent proceeded to ask several security questions, and the last few asked if I ever filed a XXXX dispute, or if anyone ever filed one against me? I said no And the agent still said she could not give me any more information and she will forward my answers to the investigation team. I left a voicemail for a supervisor but I am very upset by this whole interaction and I want my issue resolved as soon as possible. It is scary as a consumer, to be asked these types of questions, and then be locked out of all your money. 
I Received an email this morning, stating that someone reset my pin and the customer service representative I spoke with said they could not see what this would be. 

Today was my eighth call Ive made to Ally since Saturday. The last few calls the agents are very rude to me and XXXX person named XXXX ended up hanging up the phone on me. I asked for his XXXX and he said his managers name is chance, and he refused to speak with me. I called back and spoke with XXXX and she told me there is no timeframe she can give me on when I will have access to my accounts again. This is not a reasonable request. I asked her if it could be a month without access to my accounts and she told me she could not tell me that. I am not being treated fairly. Please help me because when I call, they are brushing me off and not rectifying my issue.

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