Consumer complaint received 2024-09-28
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: ALLY FINANCIAL INC. (AZ)

This is my second complaint regarding this issue with Ally Bank. I found evidence that shows I was lied to on the phone with Ally Bank and given completely inadequate responses to my disputes which were resolved incorrectly. The first complaint is now closed, although Ally provided a completely unsatisfactory response and didn't address my actual problem. The original complaint ID, which is now closed, is XXXX. 

To summarize : the disputed charges should have been " Automatically Reversed '' given the fact that I 1 ) Already attempted to contact the Merchant and 2 ) The Merchant could not provide any supporting documentation to XXXX following the second representment. 

Ally Bank XXXX XXXX XXXX XXXX team responded to the CFPB complaint XXXX yesterday on XX/XX/year>. Their response is unsatisfactory and they did not attempt to address the problem. They also conclude " ... Ally Bank believes that we have appropriately and completely responded to your concerns and have closed our file on this matter. '' I have done some basic research and find that Ally Bank has failed to follow the XXXX chargeback guide. This is irrefutable evidence that my disputes were not filed properly in accordance with the conditions listed below. Considering the merchant failed to provide supporting documentation proving that I did in fact receive my goods, Ally Bank still resolved the disputed charge claims without any credit to my account. 

XXXX clearly states that I am rightfully owed full credit for my disputes due to the merchant failing to respond with this evidence. I will list the following notes directly from XXXX 's XXXX XXXX for XXXX below which clearly demonstrate that XXXX would have provided Ally instant credit reversal which they would then rightfully give me. 

Despite this information and the guidelines which are legally binding to protect both consumers, issuers, and acquirers, I was given false information directly from an Ally customer service supervisor named XXXX on XX/XX/year> saying that if the XXXX does NOT provide the requested evidence to Ally bank, it defaults to claim resolved without any credit. The guidelines I am linking below clearly state otherwise. If the XXXX is unable to provide any supporting documentation then the charge is automatically reversed back to the issuer ( Ally Bank ). 

Considering this reversal is automated if the claim meets the following conditions ( which all of mine did ), I am alleging that Ally has either improperly handled my claims or is holding the transaction credit in their bank holding account and refusing to look into my situation since they decided to forcefully close my banking accounts during the dispute investigation process. 

According to XXXX 's chargeback guide here https : XXXX ( pages XXXX ), merchants have to follow the following guidelines : " XXXX or XXXX Not Provided - The issuer XXXX use reason code XXXX when the cardholder claims goods or services were not received. '' XXXX XXXX : The cardholder contacted the issuer alleging the cardholders account has been debited for goods or services that were to be shipped, delivered or otherwise provided and were not received by the expected delivery date. 

For transactions in which value or assets are purchased for gambling, investment or similar purposes : This chargeback right is only available for a transaction in which the purchased value or assets failed to appear in the account agreed to between the cardholder and the merchant. For the avoidance of doubt, chargeback rights are not available for 1. refunds, withdrawals or transfer requests, 2. terms and conditions or account access, 3. winnings, gains or losses, or 4. use or subsequent use. 
A second presentment must contain documentation of the value or asset either appearing in, or transferred to, the account agreed to between the cardholder and the merchant. 

XXXX XXXX For XXXX domestic transactions : Within two-business days. 
For all other transactions : XXXX days from the chargeback settlement date XXXX XXXX XXXX The acquirer can provide evidence to support one of the following : The goods or services were provided. 
The merchant was willing and able to provide the goods or services and the cardholder refused to accept the goods or services. 
The merchant and the cardholder agreed to provide the goods or services at a later date. 
The chargeback was invalid. 

XXXX Automated Reversal Condition Both of the following : Acquirer representment supporting documentation was not provided through XXXX within XXXX days of the representment settlement date. 
Both the issuer and the acquirer are not in XXXX XXXX : XXXX will credit the issuer and debit the acquirer. ''