Consumer complaint received 2024-11-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
On XX/XX/year>, I transferred exactly {$12000.00} from XXXX XXXX XXXX XXXX XXXX ( XXXX ) to an Ally bank account to be deposited into a savings/checking account. I secured my account with a strong password, two-factor authentication, and fingerprint recognition. On XX/XX/year>, I attempted to transfer an additional {$3000.00} from XXXX, and the transaction seemed to process successfully. However, a few days later, when I tried to log into the Ally app, I was informed that my account was locked for " security reasons. '' I attempted to log in via the website, but my access was also blocked. 

I called Ally customer service at ( XXXX ) XXXX on XX/XX/year>, and the representative explained that the issue was related to a fraud alert. I provided all requested information, and they informed me that an investigation would be initiated. I called again and was told that an investigator had been assigned to the case and that I would receive an email requesting additional information. However, I never received such an email. 

At this point, I began contacting the fraud department at ( XXXX ) XXXX for all subsequent calls. Several days and calls later, I was told that my account balance would be mailed to me via check. A few days later, I followed up to confirm that the check was on its way, only to be told that the check could not be mailed and that I needed to ask XXXX to request the return of my funds. I made several attempts to contact XXXX both by phone and in person, but they informed me they had never heard of a customer being required to request funds in this manner. 

When I reached out to Ally again for clarification, I specifically asked if they meant I should file a formal dispute to retrieve the funds. However, the representative repeated that I simply needed to ask XXXX to instruct Ally to return the funds. I relayed this instruction to XXXX once more, but they provided the same response, stating they had no knowledge of this process. 

After repeatedly having representatives forward my information to the investigator, I eventually received an email ( presumably from the investigator using the XXXX account ) instructing me to contact Ally directly. 

Following this, I was asked to provide various documents, including my Social Security card, passport, and ID. At one point, Ally customer service requested my most recent bank statement, which I provided. Then, they requested full bank statements from the period when the initial transfer occurred, which I also submitted. Each time, I was told that the investigator would be notified and would reach out to me. However, I have not received any further communication from the investigator. Despite my continued calls, I have been unable to speak to anyone above the customer service level. 

After providing all requested documentation, I contacted Ally again, and this time we arranged a group call with an XXXX representative to clarify the situation. During the call, Ally requested confirmation of the account numbers for my XXXX savings and checking accounts. They passed this information along to the investigator, but since then, no further action has been taken. 

While I was able to file a dispute for the {$3000.00} transfer within the sixty-day window, I am still unable to access my account or the funds. I have been unable to obtain any resolution or escalate my issue beyond customer service. 

I am seeking assistance in resolving this matter as quickly as possible and would appreciate your intervention.

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