Consumer complaint received 2025-11-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: MI

Complaint narrative:
I am filing a complaint against Ally Bank regarding an unauthorized ATM withdrawal and what I believe was an improper investigation and denial of my dispute. 

Basic details of the transaction and dispute : Bank : Ally Bank Account ending in : XXXX Debit card ending in : XXXX Dispute number : XXXX Transaction date : XX/XX/year> Amount : {$300.00} Location listed : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX : ATM withdrawal Provisional credit of {$300.00} was given on XX/XX/year> and is now being reversed effective XX/XX/year> after Ally concluded the transaction was authorized. 

What happened : I did not make or authorize this ATM withdrawal. 

I have a severe XXXX and I am physically unable to go out on my own. I can not drive or simply run to the store. I rely on other people for transportation and basic errands. I was not at the XXXX  location in XXXX XXXX, XXXX  on XX/XX/year>, and I did not ask anyone to withdraw {$300.00} from an ATM for me. 

I also do not use ATMs in the United States. The only time I have ever used an ATM is in XXXX, in very limited situations and always with assistance. A cash withdrawal at a XXXX ATM in XXXX  is completely inconsistent with my normal behavior and abilities. 

Despite this, Allys letter states : Our investigation found that the transaction was authorized by you and processed correctly. 

They have not provided me with any detailed explanation of how they reached this conclusion or any documentation supporting it as of yet. Their letter simply says that the transaction is considered authorized and that the provisional credit will be reversed. 

My health and life situation : I receive XXXX ( XXXX XXXX ) treatment that is medically necessary to keep me alive. My doctors have made it clear that without XXXX, I could XXXX XXXX XXXX  months. I am on XXXX and XXXX, and my XXXX is only accepted and covered when it is given at XXXX. I am transitioning to XXXX XXXX XXXX XXXX 

I am also in a very unstable housing situation. My landlord is mentally unwell and recently nearly attempted XXXX. Because of his instability, I am afraid of becoming homeless. If I lose my housing, I will not be able to receive my XXXX XXXX treatments XXXX which is a life-threatening situation for me. 

In addition, I am extremely anxious about potential future changes to U.S. health policy and benefits ( including a large bill publicly promoted by XXXX XXXX, described as a big beautiful bill, that could impact programs like XXXX and XXXX ). This uncertainty makes every dollar critical to my survival. 

I am also a XXXX citizen and am currently waiting for my XXXX passport to arrive by XXXX so I can move to XXXX to try to secure stable, life-saving medical care there if things get worse. I am using every cent for basic needs, housing, and planning that move. The loss of {$300.00} is not a minor inconvenienceit threatens my ability to stay housed, receive treatment, and relocate safely. 

Concerns about Allys investigation : Ally concluded the transaction was authorized without providing any evidence to me. 
I was physically incapable of going to that XXXX ATM on my own. 
I have never used that ATM and do not use ATMs in the XXXX. 

I believe Ally failed to conduct a reasonable investigation of my dispute as required for electronic fund transfer errors. They appear to have sided with their internal systems assumption rather than considering my XXXX, my actual ability to access that ATM, or my documented circumstances. 

What I am asking the CFPB to do : I am asking the CFPB to : 1. Review whether Ally complied with its obligations for investigating unauthorized electronic fund transfers.

2. Require Ally to provide me with the documentation and evidence they used to claim the transaction was authorized ( including any notes, logs, method of authorization.

3. Require Ally to fairly reconsider my dispute, taking into account my XXXX, inability to physically travel to that location, and financial/medical vulnerability.

4. Ask Ally to reinstate the {$300.00} provisional credit or otherwise reimburse me if they can not show clear evidence that I actually performed or authorized this withdrawal. 

This situation is not just about money ; it is about my ability to survive, maintain housing, and receive life-sustaining medical treatment. I am asking for the CFPBs help because I do not feel Ally has treated my dispute with the seriousness and care that my circumstances require.

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