Consumer complaint received 2024-03-15 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Fraud or scam — 
Company: ALLY FINANCIAL INC.
State: SC

Complaint narrative:
On XX/XX/2024 I received a call from Ally Bank 's fraud departement, XXXX. The individual on the phone told me that fraudulent activity was detected on my debit card, giving me the last four numbers of my debit card as reference. They told me that they to access my account to solve the problem they would send a code that I needed to give them because Ally does not ask for your username or password over the phone. In my haste to get this stopped, because I have been the victim debit card hacking twice with this bank, I gave the individual the requested codes that were sent via text message to my phone. They asked if I usually access my account through the app from a XXXX XXXX XXXX, further leading me to believe that someone was accessing my account because I do not have that type of phone. I logged into my Ally bank accounts while on the phone with the individual. While this person was accessing my account to help stop the charges and pull other charges to verify whether I made them or someone else I noticed that all of the money was gone from my savings account, in the amount of {$9400.00} dollars plus a {$20.00} service fee from XXXX XXXX for the wire transfer. The line was silent though the call was still active. I did a search of Ally Bank 's fraud phone number and verified that the number calling me was their number and found other fraud department numbers. I called from a landline when I saw the money missing to report it. The first person I talked to transferred me to a representative named XXXX. He stated that they were contacting XXXXXXXX XXXX where the money was wired and that since we caught it quickly there is a good chance that we will be able to retrieve the money. He also assisted me with changing the security measures on my account and stopped access to the accounts for me and anyone else. He told me that account takeover would contact me in 24-48 hours to set up new accounts. After 48 hours I have not been contacted by Ally Bank to set up new accounts. I spoke with XXXX, Ally Bank Fraud Department, on XX/XX/2024. He stated that they are backed up but have my case and will be getting to me. He also told me that my case was being reviewed and IF they decide to refund me the money it will go to the new accounts, that have not been set up yet. OR they may not approve the refund and will contact me by letter to let me know. Ally Bank 's website clearly states that they will refund an individual if fraud is reported within 60 days of the bank statement. I reported this almost immediately and feel that since I am the victim of a phone scam that originated from a phone number that belongs to Ally Bank that there is no real decision to be made. And I feel like my case is not being taken seriously since no one from the account takeover department has contacted me to set up accounts so that I can access the money that belongs to me sitting in my checking account. I do not feel that I can trust that my money is even still there. For all I know this a scam being run from the inside of Ally 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 monetary relief