Consumer complaint received 2026-06-11 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: IL

Complaint narrative:
On XX/XX/year>, I contacted Ally Bank to report three unauthorized ATM withdrawals totaling approximately {$1000.00}, including ATM fees, and opened a fraud dispute. Since that date, I have made numerous calls to Ally Banks Fraud Prevention Department seeking updates and assistance regarding my claim. I was later informed that an investigator should have been assigned to my case by XX/XX/year>. However, when I followed up on XX/XX/year>, I discovered that no investigator had been assigned. I had also contacted Ally Bank on XX/XX/year>, yet no representative informed me of this issue or delay. As a result, my dispute experienced unnecessary delays, and I was not provided with accurate or timely updates regarding the status of my case. Throughout this process, I have fully cooperated with Ally Bank and provided all requested information. I submitted identification documents, including my drivers license and passport, to verify my identity and ownership of an external account used for transfers. Despite complying with all requests, I was informed that Ally Bank intended to close my account while my fraud dispute remained under investigation. Although I was eventually provided with provisional credit related to the disputed transactions, my account remains restricted, preventing me from accessing my funds. I have repeatedly explained that I have important personal and educational obligations that require access to my money, yet I continue to receive limited information and no clear timeline for resolution. Because my account is restricted and pending closure, I currently have no meaningful access to the funds associated with my account while the dispute remains unresolved. On XX/XX/year>, I spoke with a representative named XXXX, who was professional and helpful. She provided more information regarding my case than I had previously received and took the time to address my concerns. Unfortunately, my overall experience with the handling of this dispute has remained inconsistent. On XX/XX/year>, I spoke with a representative named XXXX regarding my case. During the call, I requested to speak with a supervisor and another fraud specialist, but my request was denied. XXXX also made statements indicating that I was responsible for the disputed ATM transactions and suggested that information obtained during the investigation showed that I conducted the transactions myself. However, I have not been provided with any final determination, supporting documentation, or evidence regarding those statements. As a customer who reported unauthorized activity and has fully cooperated throughout this process, I found it concerning to be treated as though I was responsible for the disputed transactions before the investigation had been finalized and properly communicated. I believe customers should be treated fairly and professionally throughout the dispute process. Additionally, XXXX informed me that a police report would be necessary. This was the first time any Ally Bank representative had mentioned a police report, despite my dispute having been open since XX/XX/year>, and despite my numerous communications with the Fraud Prevention Department. Had this requirement been communicated earlier, I could have addressed it sooner. I expressed my concerns regarding the lack of prior communication and the delays in my case, but I did not feel that those concerns were adequately addressed. My primary concerns are : 1. The failure to timely assign an investigator to my dispute involving approximately {$1000.00} in unauthorized ATM withdrawals and fees. 2. Delays and lack of communication regarding the status of my claim. 3. Conflicting and inconsistent information provided throughout the investigation process. 4. Continued restriction of my account and inability to access my funds. 5. Concerns regarding the professionalism and customer service provided during certain interactions. 6. The decision to close my account while the dispute remains unresolved. I am requesting that Ally Bank conduct a thorough review of my dispute, provide a clear explanation regarding the status of the investigation, explain why an investigator was not assigned in a timely manner, provide any documentation supporting its position regarding the disputed transactions, restore appropriate access to my funds where permitted, and address the communication and customer service concerns outlined above. Thank you for your time and assistance in reviewing this matter.

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