Consumer complaint received 2024-04-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: ALLY FINANCIAL INC.
State: AZ

Complaint narrative:
I submitted XXXX fraud claims for XXXX transactions with Ally bank on XX/XX/XXXX. These charges read as follows : {$4500.00} XX/XX/XXXX with XXXX {$5000.00} XX/XX/XXXX with XXXX {$5000.00} XX/XX/XXXX with XXXX Within the original dispute I provided all information requested, including the details that I have done business with this merchant in the past. They only contacted me once for additional info, which they asked for clarification on why I was disputing these charges and I explicitly stated that I had done business with this merchant in the past but did not authorize these last XXXX charges. Ally did not request any more information or supporting documentation, though I would have gladly provided it and I will do so here in this CFPB complaint pleading that my claims are reopened. 

On XX/XX/XXXX after waiting almost 10 business days Ally closed my claims for the exact reason quoted here : " We've concluded that no error occurred and the disputed transaction is considered authorized because : The disputed transaction was completed with a merchant with whom you have an established relationship. '' I am very disappointed that my fraudulent charge claims were denied for this reason considering I already notified the bank twice that I have done business with this merchant in the past. Once in my original dispute forms submitted online, and once when I spoke to a representative ( chat transcript log attached to this CFPB complaint ). I believe that my claim was not properly investigated as there is no evidence the merchant or bank is able to verify my identity with these charges. In fact, Regulation E requires the bank to prove these charges were authorized, it does not require me to prove otherwise. I know that I am not liable for unauthorized transactions. Therefore this is an unfair and incomplete investigation into these unauthorized charges. 

I can submit documentation showing that I closed my account with this merchant on XX/XX/XXXX and these charges happened about a week later. I also have a handful of emails from the merchant where they ask to verify my identity. They are requesting photo ID and verification of my employment which I will not provide because of the unauthorized use or charges but I believe this strengthens my claim. Note that the merchant only reached out to me AFTER these charges. Ally bank should have reached out to request supporting information instead of declining it for a completely invalid reason. As stated before, I was open about the fact that I did business with this merchant before, thus it is not an acceptable reason to invalidate my fraud charges. 

Please see the documents attached to this CFPB complaint showing the merchant acknowledging " suspicious activity '' on my account which should've been closed. Secondly I attached emails from the merchant trying to verify my identity AFTER the debit card withdrawals. Last I attached the decision letters from Ally along with the chat logs with Ally support where I explicitly state that I have done business with the merchant in the past ( over a month ago prior to these unauthorized charges ). Please use this information to inform the decision that I state these charges were not authorized and would like my case escalated and reopened.

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 explanation