Consumer complaint received 2025-05-12 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: TX

Complaint narrative:
On XX/XX/XXXX I placed an order from XXXX. Their website promises a guaranteed refund. 

After ordering I did some research and saw this is a scam company so I emailed immediately and ask them for the order to be cancelled and refunded.They responded by pretending I was considering cancelling the order and trying to convince me not to. Clearly I gave them a direct command : To cancel the order and refund it.I replied telling them no, I am not considering it, I told you to cancel and refund the order. Again, they replied with I understand you are considering cancelling the order.I replied back saying Cancel the order or I call the police. I wasnt really intending to call the police but I wanted to be strong to make sure they get the point.I got nothing back from them. I figured if I dont hear from them the next day I will dispute the transaction with Ally.The next day I get a shipping confirmation from them. 

I didnt even reply because I figured there was no point. I was going to dispute the transaction with Ally. The next few days they sent me tons of spam emails telling me to promote their product for affiliate commissions. After the XXXX or XXXX one I replied telling them to stop spamming me, that I asked them to cancel and refund the order and they refused to do it. 

They replied to this saying they were sorry but the order was already processed. 

Isnt that great? They WAIT until the order ships and then tell me they cant cancel it AFTER I asked them 3 times to cancel the order and two times they pretended I didnt tell them to cancel it.I disputed the transaction with Ally and they asked me a bunch of irrelevant questions about id theft and credit card theft, when I told the lady the WHOLE STORY on the phone in the beginning.This is not a computer or robot Im talking to. I should not have to answer irrelevant questions that dont have anything to do with what Im disputing.

But thats not why Im filing this complaint. Im filing this complaint because they refused to open a dispute without cancelling the card and sending me a new one. 

I have to pay bills with this card and buy groceries with this card. 

They told me theres no way, but in the past I have disputed transactions without the card being cancelled. This is some new thing theyre doing. 

So basically I have to choose between being able to buy food and get robbed of {$40.00} by a scammer?!!! No way. This is unacceptable and if they do not refuse this transaction I will no longer be banking with Ally.And they think Im joking. There are WAY better high yield savings accounts and checking accounts available.

I * WILL * not deal with a company that has a one-size-fits-all fraud dispute policy which renders your bank account unusable while they investigate the fraud. No way. 

I am already eyeing up XXXX and other banks as alternatives. I was going to keep my checking with Ally but if they behave this way I will leave them permanently. 

I am attaching all the evidence I have of these scammers tactics that they think will work.

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