Consumer complaint received 2024-04-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I had opened an Ally Bank checking account on XXXX and made 3 mobile check deposits on XXXX, XXXX and XXXX. The deposit made on XXXX was returned and I contacted the bank to ask why and was told to refer to maker. There were no issues with my account and I could still access my account through the app on my phone. Then I noticed there was a status change with my debit card that I had yet to receive, in the app it used to say please call to activate but it changed to on hold please call us. We also had some mail stolen after a reviewing video footage. So I contacted Ally Bank on XX/XX/XXXX to ask about my debit card and informed them it may have been stolen and they confirmed with me that there was attempted use of my card and told me I needed to call fraud department which was not yet open. On XX/XX/XXXX I called Ally Fraud department to speak with them and informed them about my card being stolen, and was asked about my check deposits. The call dropped and I was expecting them to try calling me back but I never received a callback. After this call I noticed my account access was then blocked. Which I found very strange, because I was reporting a stolen card and having my account access restricted seemed counterintuitive when I should be more alert since my card was just stolen. On XX/XX/XXXX I called Ally Bank again and spoke with someone about my account, I was informed my account was hold pending investigation, Ally bank was unable to reach me and I was informed that my phone number was being forwarded. I was asked where my check deposits came from and what the reason was for the bounced check. I informed Ally Bank that all 3 checks were from my aunt and I didnt know why one check was returned. I also informed Ally Bank that I didnt know my number was being forwarded and that I would check on that immediately. Before the call ended I asked when could my account be restored and was told as long as there arent any issues with my other 2 deposits that my account would be restored. On XX/XX/XXXX, I contacted Ally Bank once again about my restricted account, I informed Ally Bank that my phone number was being forwarded for the entire past week unintentionally so no one was able to reach me, that issue was resolved and I also got in contact with my aunt who told me she had tried to contact me to tell me to hold off on depositing the 3rd check ( the one that got returned ) but she was unable to reach me because my phone was forwarded. I asked the rep when would my account be restored because my first two check deposits have already cleared and there are no problems with it, but was told there is no time frame for when this issue would be resolved. I deposited those checks into my Ally account after being informed that the funds would he made available to me on XX/XX/XXXX. I now need access to those funds, but Ally Bank still has my account restricted and hasnt even sent me a replacement debit card after I informed them that my card was stolen. I feel like I'm being punished after having my card stolen and reporting it to Ally Bank. Since reporting my card stolen, I have had my account restricted, been locked out of my online banking, no replacement card being out, and told that there is no timeframe for when this will be resolved.

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