Consumer complaint received 2024-03-20 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:
XXXX I used my card at a restaurant in XXXX before attending a XXXX XXXX XXXX. When I attempted to use my card in the XXXX XXXX area, it was declined. I checked my bank account and there was a fraudulent charge of {$550.00} from XXXX XXXX in XXXX, TX. I then called ally bank, cancelled my debit card and was tried to report the fraudulent charge. The women said I would need to call back when it is posted fully, not just pending, becsuse chances are good it was done in error and the charge will disappear. This left me overdrawn and no money to live on. 

XXXX called both days to see if I could dispute the fraudulent charge and athe attempted other charge for the exact same amount that was now in my pending. ( The second charge went away before it posted ) Could not dispute because it wasn't fully posted. 

XXXXFinaly was Use able to dispute the fraudulent charges. The gentleman I spoke to said that it was clearly fraud because they attempted to run the charge several different ways at least 6 different times before running it as a credit card and that's how they got it to go through. He did say that the investigation would take 7 to 10 business days for me to receive the results hopefully it would be sooner seeing as this was so clearly fraud. 

XXXX Received the {$550.00} bank to my account. 

XXXX Checked my account balance and saw a withdrawal of {$550.00}. I called ally bank immediately and spoke to 3 different people who could only say the merchant provided proof. A request was submitted for the proof they submitted and to re-look at the claim because it was clearly fraudulent and reported over 3 months prior. The woman said 1-2 business days I would get an email. 

XXXX no emails or calls, so I messaged in to live chat. The person said to check my spam. I rechecked everything. She said she would request them to send the proof again. After some back and forth because this has left me in a bind, she states that the investigation proved it was not fraud, I would need to contact the company directly. She stated that the merchant provides proof during the investigation. When I asked why wasn't that uses to determine it wasn't fraud ( Which it very much is ) in XXXX and why wasn't I shown the proof so I could give evidence it was false before? She said the investigations can take up to 90 calendar days. It has been over 90 calendar days. I asked who I could speak to to get my money back. She said I had to ca the company. So I called XXXX XXXX in XXXX, TX. They have a corporate office there, which I had no idea because I've never been of course. I spoke to a women there that took down all of the information to try to find out what they could do, but she told me they always direct fraudulent charges back to the banks because they handle those investigations. She had no idea why ally bank told me to call them directly, but she would try to find out. She came back and said that only the bank can process fraud investigations. I still have not received the 'proof ' and whatever it is, I have evidence to support its false. 
That's what lead me to report ally bank for not crediting me back my fraudulent charges, taking the funds out after over 3 months, never providing me with the proof from the merchant and no option to submit my own proof to prove I'm correct and get my money back. To say this has left me in a bind twice now. Is an understatement.

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