Consumer complaint received 2025-07-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
On XX/XX/XXXX around XXXX I called my bank due to my card being shut down. I was told this happened because unauthorized fraudulent activity had occurred, however my bank only tried to reach me by phone number and they usually reach out by email as well. I spoke with XXXX customer service reps who both assured me that the replacement debit card would be expedited free of charge to my address. 

On XX/XX/XXXX I called my bank to check on the status of that first replacement request, only to be told that there was an issue inputting information and the card likely had not been sent. The customer service representative I spoke with told me that I could wait until the next day to see if the card still arrived or request another replacement immediately. Given the fact that I needed access to my finances and did not want to have to wait another XXXX business days for access, I chose to wait and hope the card would arrive. 

It did not and on XX/XX/XXXX, I called back once more. I explained that this would be my second replacement request and very clearly provided all information requested. I was assured that second attempt at sending me the replacement debit card ( also expedited ) had been input and processed successfully without issue. 

On XX/XX/XXXX, I called my bank again to request the status of that second replacement. I called my bank twice that day, as the first customer service representative I spoke with was unprofessional and told me I needed to call the XXXX due to himself and my bank not being able to fix an issue with my mailing address ( causing the card to be returned to sender ). I called the XXXX only to be told that my bank was the only XXXX who could resolve the issue and that only they could update my address. I then called my bank back a few hours later that same day, once getting off the phone with the XXXX, and asked to escalate the matter. 

Now with the matter escalated, I spoke with someone who told me that the last customer service representative had made a mistake in inputting my address. I was told that she would input a request for a third attempt to send me my replacement card. I went over the address with her thoroughly and she told me this third attempt to send me my replacement card would be expedited as well. 

On the XXXX of XXXX I called to request the tracking number for that replacement card. 

On XX/XX/XXXX I called my bank back again because I watched the tracking and noticed that XXXX was showing an error with the mailing address. Their website said that they would try to deliver once more the next day by XXXX, however given the sheer amount of time I had been waiting without access to my funds and the repeated failed attempts to send me a replacement card on my banks end, I feared waiting further. I called my bank about this issue and was told by the customer service representative that I would need to wait because the card was early and should still be arriving by XXXX. I asked to escalate the matter and was kept on hold for over XXXX minutes. 

Once the matter was finally escalated, the individual I spoke with told me that there was nothing he could do to help me on his end. I asked him to check my address and explained that the XXXX tracking site was showing an issue on their end that needed resolving. Once he checked he was able to see that the last person who assisted me had once again input the incorrect address, resulting in the XXXX being unable to deliver the mail successfully. When I asked if he could change that address he told me he could not and that only the XXXX would be able to do so. ( I called the XXXX immediately after this and was told by a customer service representative on their end that only my bank could alter the address the card would be sent to. ) This had impacted me severely, as it has now been XXXX business days and counting ( nearly an entire month ) without access to my finances. Due to the repeated mistakes of my bank I have faced extreme financial hardship and personal duress. The inability to access my funds has impacted my ability to pay basic bills on my own such as car insurance and my phone bill, etc. This is going on the third attempt to successfully send me a replacement debit card with the matter unresolved on the part of my bank.

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