Consumer complaint received 2025-03-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: ALLY FINANCIAL INC.
State: IA

Complaint narrative:
ALLY Credit Card is the company. 

On XX/XX/year>, I initiated a balance transfer so that ALLY would pay {$1000.00} to my XXXX XXXX XXXX. Using ALLY 's online account system, I entered my XXXXXXXX XXXX XXXX  number. I double checked to make sure the number was correct. The online system automatically generated the company and address that would receive the payment. I did not select a company or address. Their system automatically picks where to send the money based on the credit card number entered. 

ALLY showed the new {$1000.00} charge on my online account the next day. 

On XX/XX/XXXX, I was concerned that I had not yet been credited for the {$1000.00} balance transfer payment on my XXXX Credit Card. I contacted XXXX and they had no record of the {$1000.00} balance transfer payment. 

On the same day, XX/XX/XXXX, I contacted ALLY. The representative said I was out of luck because ALLY mailed the check to XXXX XXXX XXXX. I asked her why, when it was supposed to go to XXXX Credit Card. I told her I've never had an account with XXXX XXXX XXXX. 

She said she would try to do a stop-payment request to XXXX, but that it might get denied if they already cashed the check. She said if it didn't work, I would just be out {$1000.00}. 

She seemed to think it was my fault that the payment went to XXXX instead of XXXX. She said I sent it to the wrong company. I told her I did the balance transfer request on ALLY 's online system and that ALLY 's system automatically generated what company and address the payment goes to based on the credit card number entered. 

Today, XX/XX/XXXX, I decided it had been long enough without any credit for the balance transfer and no word back from ALLY, so I called ALLY. Again, I got the run around that I just sent the payment to the wrong company. 

I can not stress strongly enough that ALLY 's online system automatically generates the company and address that ALLY sends the payment to, after the customer simply enters the credit card number of the account that is supposed to receive the payment. ALLY determines who ALLY will send payment to. ALLY chose XXXX XXXX XXXX to receive the {$1000.00} balance transfer payment, despite me entering the credit card number of my XXXX credit card. ALLY made the choice who to pay and sent a check for {$1000.00} to XXXX XXXX XXXX. 

XXXX XXXX Services CASHED the {$1000.00} check, despite the fact that I do not have and have never had any account with them. I called XXXX XXXX XXXX and spoke with a representative. She confirmed that I have no account with them. She said she couldn't help me because I have no account at XXXX XXXX XXXX. I asked her how come they took my {$1000.00} then? No answer for how that happened. 

I called ALLY one more time and reached a very kind and understanding man named XXXX who spent more time than anyone else at ALLY trying to help me, only to learn that the best they were going to do is mail me a copy of the fraudulently cashed check, and let me try to figure it out from there. 

Neither ALLY nor XXXX is going to attempt to put the {$1000.00} back into my account. Both companies have basically washed their hands of it, and I am left {$1000.00} poorer, with no solution!

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