Consumer complaint received 2024-07-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: NJ

Complaint narrative:
Very simply, on XXXX XXXX while I was, and have been, living in NJ for 7 years, while purchasing beer at a local store on the XXXX XXXX with my Ally card for an in-store transaction, I noticed on a transaction for a purchase for XXXX dollars for a XXXX purchase on my App. Obviously this wasn't me so I called XXXX and Ally right away. 

Ally initially agreed is was fraud, and I was credit to my account at the time. Then 4 months later everything started. Never in a million years did I imagine it was situation when I saw the - $ XXXX withdrawal from my account. I frankly thought I had been hacked again. This time the hacker was my own bank. Ally of course sent no letter, no phone, no secure message, as such is Ally. They insist they do. I've lived at XXXX way for 7 years ; I have informed delivery of all coming mail. Never had an issue. 

That very same night I called XXXX, they identified it was fraud ( ultra long story short they can't do chargebacks, but just adjust withdrawal ) Now Ally, despite all evidence showing otherwise, and XXXX telling them otherwise, that I am somehow liable for this purchase. 

XXXX ( who can't tell me everything for security ), said it was not my email, not my phone number, I don't know if they used my name etc. I am XXXX miles away, have been, and have no affiliation to Oregon through history, friends, family, work, I've never been there, I've never visited there, nothing. I've never shopped at XXXX or have an account, there isn't any in my area that I'm aware of. I've spent dozens of hours on this. 

XXXX has said to me half a dozen times, " Have Ally call us, we consider this fraud but are not a bank and you have to deal with them '' paraphrasing. I have obtained names of reps/supervisors with case numbers directly so Ally can contact them easily instead of the normal Customer Service menu .

Ally has claimed they have spoken with XXXX and still have the same determination. This was an IN STORE pickup. They keep saying it was a POS which it is not. The person ordered online, didn't need to present ID or card, and picked it up at a XXXX in the middle of Oregon, the same time I am buying beer from a XXXXXXXX XXXX on the XXXX XXXX  XXXX miles away. 

I have offered to provide ANY information they need. They don't ' call, they don't ask, they say they send rejection letters which I don't get. All the " appeals '' are resolved in a day, they aren't trying. I finally spammed them with my XXXX maps location, phone records, anything. They are just a nightmare. 

Ally is awful, should not be FDIC insured, I've had several bad experiences and was leaving as is, but am keeping the account open until this is resolved. I called right away, cancelled the card, and months later they stole my money. I can't begin to comprehend what they are seeing. Ally hires the lowest of the low at all levels of CS, supervisors, management as you will soon find out. As someone who used to work in banking it's stunning what 20 years does. I'd of been fired immediately with how incompetent they are. 

I can and will provide all information requested. I will be pursuing legal action if this is not resolved out of principle and not the amount stolen I've gone back and forth and back and forth. I've sent my phone bill, XXXX location history, they can see numerous purchases in made in my area with the card on and around the same time. They don't care at all. " It doesn't matter basically '' as a supervisor said. I had already begun to use XXXX XXXX XXXXXXXX more because of their service but you can clearly see by my Ally I'm using it locally and depositing on highly location restricted sportsbook sites. You can see on the phone records I call Ally and XXXX right away I'm being gaslit and trying not to ramble so please reach out for absolutely any verification or otherwise you would need. 

Some notes from trying to keep track of all this -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Dispute XXXX Ally XXXX believe this is the right order for the disputes, I doubt it matters. They instantly reject them. 

XXXX XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XXXX XXXX # XXXX XXXX ID XXXX XXXX

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