Consumer complaint received 2025-12-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: IL

Complaint narrative:
On XX/XX/year>, I mailed a check via trackable mail at the post office located at XXXX XXXX XXXX, XXXX, IL XXXX. I sent the check via priority 23-day trackable mail to ensure it would reach its destination by XX/XX/year>. I spent several days tracking the mail, but the post office website was still showing in transit/arriving late. 

On XX/XX/year>, I contacted the post office to find out why the mail was still showing in transit/delayed. They told me they would investigate and get back to me within 3 business days. They provided me with service ticket # XXXX. On XX/XX/year>, I noticed the check had cleared my banking account, so I reached out to the business to find out if they had received it as the post office was still showing the mail was in transit/delayed. When they told me they had not received it, I checked my account and saw that my check had been rewritten to an unknown individual. I immediately contact Ally Bank to report this. The agent on the phone put a restriction on the account and opened a new checking account for me. They told me that I needed to submit a dispute and that normally this is something I could do online. The agent told me they would submit the dispute for me. They provided me with dispute # XXXX. On XX/XX/year>, I sent two secure messages to Ally via the website. The first message contained a picture of the check that I wrote. The second message contained a copy of the police report number, as I took time to file a police report for this incident. 

From XX/XX/year> until XX/XX/year>, I continually checked my Ally account for messages as well as my mail for correspondence. I also sent additional messages to them on XX/XX/year>, XX/XX/year>, and XX/XX/year>. I also contacted them via phone XX/XX/year> and XX/XX/year>. Each time, I was given a standard reply to be assured that they were actively working on the investigation and would make their initial determination within 10 business days. On XX/XX/year>, the agent on the phone told me that she could see that 10 business days had passed. She instructed me to call back on Monday when the department was open to inquire about the status. 

On XX/XX/year>, I contacted Ally and was told that my dispute had been closed because I cant dispute a fraudulent/washed check! The representative told me I could only dispute ACH transactions! I could not believe what I was hearing and asked several times to speak with a supervisor. She came back to the phone and told me that the fraud department suggested that I file another dispute! I ended my call with her, called Ally back to talk to a supervisor and was told that the fraud department would look at my dispute again, but they could not give me a timeline for when they would get to it. 
My account is out of {$1800.00} due to fraud and Ally is giving me the runaround. I contacted the bank again on XX/XX/year> and spoke with a supervisor. He opened a new expedited dispute and told me someone would reach out to me from the bank in 2 business days. I have not heard from anyone at Ally. 

I have provided them with ample proof that it was a fraudulent/washed check. There representatives filed the dispute. They told me on numerous occasions that they would investigate and provide me with their investigation decision within 10 business days. 
I would like this matter solved as I the consumer have been the victim of mail theft and fraud. The bank should have systems in place to catch these types of things, and I want my money back in my account.

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