Consumer complaint received 2025-11-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
This bank was arrogant and irresponsible, making things difficult for its customers. I opened an account at the end of XXXX, but on XX/XX/XXXX, I received an email stating that my account was restricted and I couldn't log in, claiming that abnormal activity had been detected. However, my account showed no abnormalities. I immediately called the bank 's customer service, but the call was extremely difficult to get through, and the customer service representatives were very dismissive and arrogant. After half an hour of trying, I finally got through to a representative who asked me a bunch of privacy questions, claiming it was to verify my information. I could only provide the answers passively. After recording my questions, they just told me to wait. I asked for a specific timeframe, but they said they didn't have one and just told me to wait. After that, I contacted them every day, but the call was still difficult to get through, and they were very arrogant. Each time, they would only say that they had submitted feedback. Finally, on XX/XX/XXXX, I received an email notifying me that my account was working normally again. I thought the account problem had been resolved. On XX/XX/XXXX, I received another email notification about account restrictions, this time citing abnormal account activity. I'm completely baffled. There's clearly no problem, yet they always fabricate accusations. And every time they restrict my account, it's after money is deposited into it. This time, my salary was deposited into the bank, and it was restricted again after only two days. I called customer service again, and the call was still incredibly difficult to get through, taking at least half an hour. Once connected, they asked for my personal information, claiming it was to verify my details. After verifying, they said my account needed review, without giving a specific timeframe. I told them my account had only been unrestricted for two days, and they were restricting it again with the same absurd reason : abnormal activity. I haven't used my account since my salary was deposited ; what's abnormal? Now they're forcibly restricting my account. My account has been closed, disrupting my daily life and preventing me from using it properly. They've allegedly misappropriated my money, using the guise of security to withhold funds. I strongly suspect this is intentional. They only apologize, never addressing the problem, telling me someone will investigate my account. I had no choice but to repeatedly call them daily to urge them to resolve the issue. On XX/XX/XXXX, I contacted them again. The customer service representative, speaking XXXX, said my account was closed without explanation or how my money would be handled, then hung up. I was furious and called again. This time, a different representative answered, slightly better, and didn't hang up. I told them they closed my account without cause, misappropriated my money, and hung up without offering a solution, calling them arrogant. I said if they were going to close my account, they should return the total amount of 2... I asked to return the {$2100.00} balance, but they said it wasn't possible yet because I have both checking and savings accounts. They said only one account was closed, and the check would only be sent after the other account was closed. After repeatedly requesting a specific timeframe for the check 's delivery, they only said I would receive it in 7-10 business days after closure, refusing to answer any other questions. I inquired again because I had participated in their account opening promotion. I had previously told customer service that my salary qualified for a {$300.00} bonus within 30 days, but they closed my account without reason. I said they must give me the bonus, but they refused. I have strong reason to suspect this bank is a repeat offender, acting unscrupulously, tricking users into participating in promotions, stealing customer information, closing accounts and misappropriating funds after customers meet the requirements. This is my experience, and I will continue to file complaints to protect my legal rights.

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