Consumer complaint received 2025-09-03 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
On XX/XX/25, I received a text message from XXXX, appearing to be from Ally Bank inquiring if I attempted to withdraw {$300.00} using my debit card at an ATM. It said to reply Y for Yes or N for No. I replied N, and received a follow up text message stating that the transaction was declined and an associate would be reaching out shortly. I then received a phone call, which I declined in order to check the phone number with Ally Bank 's number. It did match the phone number ( XXXX ) for Ally Bank 's customer service department, so I answered the second phone call from that number. The person on the phone stated that since my debit card had been compromised, they needed me to verify my identity before they could authorize that debit card to be closed and issue a new debit card. He/she had me verify my username, along with the answers to XXXX of my security questions. They already knew the debit card number and my email address. A few hours after the call, I logged into my Ally bank account just to check it like I usually do & immediately noticed a fraudulent wire transfer that I had not authorized for {$30000.00} to XXXX XXXX ID : XXXX at XXXX  XXXX XXXX at XXXX XXXX. I immediately contacted Ally Bank to dispute the wire transfer at XXXX XXXX. I was told Ally would recall the wire transfer to recover the funds. ALLY DID NOT ATTEMPT TO RECALL THE WIRE TRANSFER UNTIL XX/XX/25 at XXXX XXXX, OVER XXXX HOURS LATER. XXXX  XXXX XXXX replied to Ally Bank that they were unsuccessful in recovering the funds and requested a hold harmless agreement on XX/XX/25 from Ally. I was not made aware of this communication between the banks, or that the funds weren't able to be recovered until XX/XX/25, even with me asking weekly for updates on the recovery of the funds- I was told they were waiting on correspondence from XXXX  XXXX XXXX to see if the funds could be recovered. During this time, I was also told that if the funds werent able to be recovered from the XXXX  XXXX XXXX account that they were fraudulently wired to, that Ally should be responsible for replacing the funds since it was a fraudulent transaction, as it states on their website, but upon mentioning this on XX/XX/25, I was told that it was not possible for the reason of giving out my username and answers to security questions, even after explaining that the phone number matched Allys customer service number listed on their website and after pointing out Allys FAILURE to send the wire recall in a timely manner, in which the funds could have been recalled. 

Ally is aware that I do not feel satisfied with their handling of the situation. I am currently waiting on a call from their Executive Customer Relations team, as promised on XX/XX/XXXX. It is now XX/XX/XXXX and I still have not heard from their team. I have called multiple times and nobody seems to be able to transfer me to talk to someone directly, so I am stuck waiting on a call from a team that I am beginning to think is non-existent.

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 monetary relief