Consumer complaint received 2024-08-15 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
On XX/XX/2024, I used Ally Bank 's eDeposit ( mobile check deposit ) service to deposit a check from the XXXX XXXX for approximately {$8800.00} ( refund relating to an amended return ). I used Ally Bank in this instance solely because it had a higher mobile deposit limit than my primary bank ( XXXX ). 

On XX/XX/2024, I received an email from Ally Bank stating that this money was " subject to an extended hold because some information on the check is not consistent with other information on the check. '' On that same day I called Ally Bank XXXX and spoke with an agent who indicated that this was a routine hold due to the amount of the check ( $ XXXX ) and the source ( XXXXXXXX XXXX  ), and that the money would be available on XX/XX/XXXX, once the routine hold period had ended. 

On XX/XX/2024, I received an email from Ally Bank stating that my account ( and all of my other accounts with Ally ) had been restricted due to " suspicious activity. '' I called the number indicated XXXX and was advised my account was restricted solely because I had deposited a XXXX XXXX  Check and that Ally routinely does that while they are investigating the legitimacy of the check. I was informed that it could take " weeks '' for that investigation to be completed and that in the meantime I would have no access to my accounts. I called the above number twice on XX/XX/XXXX - the first agent was very unhelpful and basically said there was nothing I could do other than to wait until an investigator was assigned to my case. The second agent I spoke with was more compassionate and explained that unfortunately this is the process that anyone who deposits a XXXX XXXX  check with Ally Bank is now subjected to. On both occasions I was able to answer all identity questions relating to my account. 

I understand the need for a temporary hold on the release of funds for a check > {$5000.00} and I have no problem with this. I had accepted that aspect and was anticipating having access to the deposited money on XX/XX/XXXX. My issue is with the blocking and restriction of my account which was done without any legitimate basis and also with the fact I am being forced to wait potentially WEEKS while Ally " investigates '' the legitimacy of a check mailed to me by the IRS. It seems unacceptable to me that a bank can routinely block access to a customer 's banking account - and the associated funds - without any reasonable basis for doing so. Also it seems unacceptable that Ally Bank does not warn the customer at the point of depositing a XXXX XXXX check that a temporarily hold of at least 5 days will automatically be placed on the check and that the account will also be blocked/restricted while an investigator verifies the legitimacy of the check. It is also unacceptable that Ally gives no specific timeframe about how long the investigation could take. 

I am unable to access the account number of the account in question as Ally Bank has restricted my online access to all of my Ally accounts.

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