Consumer complaint received 2025-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: PA

Complaint narrative:
I am filing this complaint due to Ally Banks unacceptable handling of a fraud investigation and the subsequent freezing of multiple bank accounts, combined with egregious communication failures that left me without access to my own funds and without proper updates for weeks. 

On XX/XX/year>, a check for {$2000.00} was deposited into my account. On XX/XX/XXXX, the check was returned as XXXX. On XX/XX/XXXX, Ally claims that they posted a notice about account restrictions via their internal Ally Online Services ( AOS ) portal but no effort was made to actually notify me via phone, voicemail, or secure text message. This was the first time Ive ever been told to check that portal, and I had no way of knowing to look there. 

I never received an email from Ally on XX/XX/XXXX, despite checking all inboxes, spam, and junk folders. I was completely unaware that my accounts were frozen until I attempted to access them and was locked out without warning. 

Ally claims to have notified me several times, but failed to use basic, obvious methods of human communication such as a phone call or official bank text message that would have ensured I was aware of a potentially serious issue affecting multiple accounts. This is a major procedural failure. 

On XX/XX/XXXX, I spoke with Allys customer care team and asked what I could do to assist in the investigation. I was told that the individual who wrote the check should confirm with their bank that it wasnt altered. That person did so promptly and even contacted their bank directly to ensure it was documented yet Ally never followed up with their bank. 

On XX/XX/XXXX, I was finally granted limited account access after speaking to an associate who appeared to realize the freeze was excessive. To now claim that restoring access was a goodwill gesture is inappropriate it was a correction of Allys own overreach. 

When I followed up again on XX/XX/XXXX, I was told there was no resolution timeline. Even more troubling, when Ally did lift the restrictions, no one contacted me to inform me the accounts were restored. I only discovered this by calling again on XX/XX/XXXX under the assumption the accounts were still frozen. 

Furthermore, when I attempted to close my accounts through a secure message on XX/XX/XXXX, I was not permitted to do so and was forced to call yet again wasting even more of my time. 

Ally has continuously failed to uphold basic communication standards throughout this process. I was locked out of my own money for weeks, had to be proactive at every step, and was met with no accountability. Their handling of this matter has been both disrespectful and harmful. 

I no longer trust Ally Bank to safeguard my funds or treat customers with the transparency and professionalism they deserve. I am requesting this complaint be formally noted on their record, and I urge the CFPB to investigate how Ally handles fraud investigations, account freezes, and customer communication. No customer should be subjected to this kind of treatment.

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