Consumer complaint received 2025-09-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: OH

Complaint narrative:
I first opened my Ally Checking Account on or about XX/XX/XXXX under my Investment Account with Ally that I've had since XXXX. I received my first paper check from my new employer ( XXXX XXXX ) on XX/XX/XXXX. I deposited my check on XX/XX/XXXX. I did not have any funds whatsoever and reached out the next day ( XX/XX/XXXX ) to see about unfreezing a partial amount for necessities including gas to get to and from work as well as groceries. After XXXX minutes and XXXX seconds on hold, I was denied any access to the funds for XXXX Business days. Upon request to speak with an Ally Bank XXXX, I was additionally advised they would not be able to help any further and denied the opportunity to speak with an Ally Bank XXXX. 

All the events as listed below took place on Friday XX/XX/XXXX, during my work hours ( XXXX XXXX XXXX 

Upon receiving access to my funds ( Approximately {$4100.00} ), I began paying on my Rent ( Approximately {$1200.00} ), on my Electric Bill ( Approximately {$650.00} ), on my Phone Bill ( Approximately {$80.00} ), and paying back personal loans ( {$500.00} to my Mother XXXX XXXX and {$1100.00} to my friend XXXX XXXX ). Upon attempting to transfer my final personal loan amount from this check ( {$570.00} ) to another friend, XXXX XXXX, my account was placed in an " On Hold '' status I called Ally at XXXX XXXX  and was placed on hold for XXXX Minutes. After XXXX minutes, a representative advised me that I needed to speak with their XXXX team. I was transferred to their XXXX line where after XXXX minutes of holding time, they advised that I'd made too many transactions too close together and they froze my Account and funds to make sure the charges weren't fraudulent. Ally did not provide any reasoning prior via any correspondence ( email, text, phone call, etc... ) and I had to reach out directly to get this information and then take my account off hold. There were no convenient options to do so without talking on the phone directly. I had to step away from my work all throughout this process. Upon confirming my identity, answering personal questions and providing all pertinent information, they removed the " On Hold '' status. 

After attempting to purchase groceries, my Ally Account was locked, and I began receiving email correspondence advising my Password Change wasn't successful, when I simply attempted to log into my account using the mobile app and my fingerprint identity. Any attempts to log into my Ally Account either on the app or online were met with a locked account notice ( See " Ally - Bank Locked - Proof A.png '' ). Again, during my work hours, I had needed to contact Ally directly for assistance. 

From XXXX to XXXX XXXX, I spent many " brief holds '' and line of business transfers before being told that I needed my employer ( XXXX XXXX XXXX XXXX verify that my paper check was not fraudulent, and that they had been attempting to reach out to my employer leaving voicemails to no response from my employer. After speaking with our XXXX XXXX, we confirmed that these voicemails were not received, at the very least to the correct department. After attempting to provide the direct line to my employers Accounting XXXX, the rude Fraud employee advised that as the number was " Not Googleable '', they could not call the Accounting XXXX directly, and would need my employer to call and wait on hold with Ally 's general fraud line as Ally does NOT have direct lines. Embarrassed, I advised our XXXX XXXX of this necessity, to which they spent approximately XXXX minutes on hold, and verified that I am an employee and the check was valid. 

I did not receive ANY correspondence from Ally or any attempts to reach out directly to me that this was confirmed, and had to speak with my employer directly to confirm they had rectified Ally 's stipulation. 

From XXXX to XXXX XXXX, I spent another period during my work hours " on a brief hold '' before again being transferred to the correct department and going through the entire Account verification process ( Personal questions, Internet Provider, Phone Provider, full name, full address, social security ) for the XXXX time, they advised that the check was confirmed and that the issue was resolved. 

The issue was not resolved. Upon attempting to order groceries yet again around XXXX XXXX, my Ally Checking Account was still locked. 

From XXXX to XXXX XXXX, I waited on a brief hold, yet again, for XXXX minutes before being transferred, yet again another XXXX wait, to their fraud department where for the fourth time, I had to verify my full account information before being advised within XXXX minutes of time on the call, that they forgot to unlock my Account. 

From approximately XXXX to XXXX on a work day, I spent approximately more than an hour and a half " on a brief hold '', multiple line transfers and Account verifications on a call before I could even SEE my Bank Account amount or log in. 

As of today, Wednesday XX/XX/XXXX, my Ally Checking Account has yet again been locked and I have no access to see how much funds are in my account, or any access whatsoever either through the mobile app or on the website, even though I log in using my verified fingerprint. 

I have not yet begun the arduous process of unlocking my account or even learning why it was locked to begin with as they have yet again, not provided any correspondence with any cause as to why they locked it. I embarrassingly had to tell the employee at my XXXX at XXXX when my attempts to reopen my gym membership were declined that Ally Bank has done this before. 

Ally Bank is NOT an ally to ANY consumers, and should be avoided at all costs. Final note, I can't even access my account to get my full Account number to provide on the next page. I only know that it ends in XXXX, and can provide proof of my physical debit card number to the CFPB as needed.

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 non-monetary relief