Consumer complaint received 2024-08-20 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
I told my bank that I got scammed and hacked. I was scammed by this fake XXXX XXXX XXXX XXXX XXXX pop up. It blocked all of my access to my work computer. It told me to call the number on the screen and so I did. The IT guy named XXXX XXXX told me that my internet network was hacked. So he proceeded to run some tests on my computer because he couldn't get into my work computer. Then he said that it looks like the hacker has being using my information to purchase XXXX  XXXX. Then he told me that I need to call my bank. Before we called the bank he told me to take out all my credit cards/debit cards and give him the last XXXX numbers on them so he can block the hacker from accessing them. I told him that my phone was hacked before and I've been dealing with hackers and stalkers. Long story short he called the bank and he did a XXXX way and got me to XXXX XXXX. The XXXX XXXX told me he was from ally bank fraud dept. He had me to wire him XXXX  times, XXXX wire was for {$14000.00}. He said that the hacker made a charge on my account for {$14000.00} to purchase XXXX XXXX and he needs to make a duplicate charge to cancel out the other one so I can get my money back. he had me to call the bank even though he was from the bank. The bank did not verify anything they just asked XXXX or XXXX questions and just let the money go so easily. The XXXX  wire was for {$11000.00}, he told me the bank couldn't be trust so he needs to put the money in another account. He told don't worry when I started asking questions. Altogether it was $ XXXX that was taken from me. After realizing that it was a scam I called my bank and reported it. They shut access to the account down and did a recall of the wires. The guy from ally bank fraud dept told me don't tell anyone to keep it confidential because he believes someone from the bank is working with the hackers. My bank didn't give me any answers as to what was going. I had to call them over and over again trying to get answers. Then finally they told me the funds is gone and they couldn't recall the money. I told them to close the account and give was is left in the account but they refused. they said their doing an investigation. I told them I had to pay bills and they keep blowing me off. The last time I spoke them which on the XXXX of XXXX they put me on a long hold then put me on the phone with another guy that didn't originally answer the phone and said his name was XXXX. XXXX refused to give me his last name, his voice like the same guy who had me to wire my funds to him. I asked XXXX if ally bank was FDIC insured and he said yes. So I said why wasn't my funds credited back to me, while you continue your investigation. He didn't give me an answer he just wanted to get me off the phone. This has been ongoing since XX/XX/XXXX, I made the report on the XX/XX/XXXX. A investigator called me on XX/XX/XXXX with no real answers just asking me a bunch of questions. He seemed so clueless on what has been going. The whole bank is fraud/scam. I just couldn't believe the time of treatment I received from this bank and it's associates. It seems like the whole bank conspired against me to steal my money. Now I have my bills stacking up with no money to pay all of them. I work hard for my money, I'm a single parent that have no support from any XXXX and these people seem to have targeted me for whatever reason.

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 monetary relief