Consumer complaint received 2025-12-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
COMPLAINT NARRATIVE : UDAAP & REGULATORY VIOLATIONS ( Ally Bank ) I am filing this complaint against Ally Bank for XXXX, Deceptive, or Abusive Acts or Practices ( UDAAP ), violations of Regulation E, and a direct violation of CFPB Circular XXXX. Despite a formal XXXX notice, Ally Bank ignored a XXXX  documented failures and is currently holding my livelihood funds ( {$140.00} ) hostage based on a " Zombie '' debt. 

PHASE XXXX : DECEPTION & PROCEDURAL FAILURES ( XX/XX/XXXX XX/XX/XXXX ) XXXX. Security Failure ( XX/XX/XXXX ) : Ally failed to block a fraudulent login from a foreign IP/device, allowing a XXXX transfer that drained joint account.XXXX XXXX 

XXXX. Broken Promise to Close ( XX/XX/XXXX ) : A representative stated account... XXXX would be closed and replaced by ... XXXX XXXX. Written Confirmation of Closure ( XX/XX/XXXX ) : I received an official email from Ally Bank confirming that account... XXXX was closed. 

XXXX. XXXX  Broken Promise ( XX/XX/XXXX ) : The Account Takeover Team stated they would close ... XXXX and open a " New Spending Account '' ... XXXX. 

XXXX. FalXXXX XXXX XXXX  ( XX/XX/XXXX ) : An Account Takeover agent explicitly told my wife the investigation was " closed '' and a {$400.00} credit was hers to keep. 

XXXX. Deceptive " DEPOSIT '' Label ( XX/XX/XXXX ) : Ally labeled the credit on my statement as a permanent " DEPOSIT, '' not " provisional. '' I relied on this in good faith. 

XXXX. Lack of Clear Communication ( XX/XX/XXXX ) : Ally restricted our account due to unusual activity but did not explain why during calls. 

XXXX. Conflicting Information ( XX/XX/XXXX ) : An agent named " XXXX '' ( Account Takeover ) informed us for the third time the money was ours, only to retract it seconds later. 

XXXX. Privacy/Security Breach ( XX/XX/XXXX XXXX : XXXX " XXXX '' discussed sensitive account issues with me without performing any identity authentication - a severe breach of protocol. 

XXXX. Investigation Malpractice ( XX/XX/XXXX ) : Ally denied my claim based on a false premise that my wife " hung up '' on the fraudster after realizing she had been scammed. In reality, the fraudster, who was impersonating an Ally employee, hung up on her once the scam was completed. 

XXXX. Notification Failure ( XX/XX/XXXX ) : The denial was sent only to my wifes portal, not mine, despite being a joint account.. 

PHASE XXXX : THE " ZOMBIE ACCOUNT '' & ILLEGAL SET-OFF ( XX/XX/XXXX Present ) XXXX. Administrative Negligence ( XX/XX/XXXX ) : Because Ally failed to close account... XXXX as promised on XXXX, they allowed a {$400.00} debt to manifest on a compromised account that should have been closed. 

XXXX. " Zombie Account '' Violation ( XX/XX/XXXX ) : Allowing a debt to hit an account that a consumer was told was " Closed '' is a violation of CFPB Circular XXXX. 

XXXX. Illegal Set-Off / Hostage Funds ( XX/XX/XXXX ) : Ally restricted my NEW, separate account ( ending in ... XXXX ) containing {$140.00} of fresh funds. They are holding these untainted funds XXXX to pay a debt on the " un-closed '' account... XXXX. This is an illegal set-off against an unrelated account. 

XXXX. Notification Sabotage ( XX/XX/XXXX ) : I received the physical denial letter today ( XX/XX/XXXX ), though it was dated XX/XX/XXXX. This XXXX delay effectively stripped me of my Regulation E right to appeal before the XXXX holiday. 

CONCLUSION Ally Banks administrative failure to keep account... XXXX closed has created a " Zombie '' debt that they are now using to freeze my livelihood in account... XXXX. They have ignored my requests for call recordings and IP logs as required by Regulation E.

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