Consumer complaint received 2023-08-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: MI

Complaint narrative:
To whom it may concern, I recently was a victim of one of my investment accounts being compromised. It is my XXXX  investment account, my banking information y Ally bank ) was saved on my account. The culprit drained my bank account balance and was able to send off any balance making the transaction irreversible. I contacted XXXX  and they have locked my account. Attached below is emails of a different ip address accessing my email and my kraken account. I only have purchased bitcoin, based on the emails it looks like the culprit bought different currency which I am not familiar with whatsoever. They were able to get into my email. On XX/XX/XXXX, this ip address was able to login to my kraken account, this is not my ip address. I provided this same information to Ally and they have yet to give me a response. 

I immediately notified my banking institution, Ally bank and they were helpful to an extent. I spoke to their claim and disputes department and they went ahead and reimbursed me my funds. 

My issue now is they have completely restricted my access to my bank account and I have my entire life saving in there. I am being treated like an absolute criminal by Ally. They will not clarify or give me any time lines to when I can access my funds. I have an auto loan with Ally as well that I can not pay because they have locked my account. All my money is in this account and its been affecting my day to day, I can not pay my bills, car payments or do anything. When I call them, they are rude and do not want to help me. I have went ahead and filed a police report to pursue who originally had accessed my information and drained my accounts, however I do not have any clarity on how this happened or why Ally did not freeze my account seeing that it was being drained. I have exhausted all options and I have kids to feed and I cant even buy food let alone get gas for my car. This is completely unacceptable. I have more than XXXX in the account that I do not have access to and no one is helped me. This is stressing me out and is unacceptable. Telling me to just wait, or putting me on long hold times or talking to me like Im a XXXX  when I trusted this institution with my funds to begin with. I am at a loss for words this is unacceptable I have no access to my money! It feels like no one is listening to me or understanding the severity of my situation at Ally, again to reiterate I have no access to any of my money and it WILL start to affect my payments being paid on time and affect my credit. I have called Ally every day only to be told to wait, I can not wait when I have bills to pay. They are thieves and should be audited and investigated. 

Attached below are screenshots of unauthorized access to my email on the XXXX, unauthorized access to my kraken account on the XXXX a copy of my police case number ( in regards to my email and kraken accounts being compromised ) and all my emails to ally.

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