Consumer complaint received 2026-05-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: ALLY FINANCIAL INC.
State: MN

Complaint narrative:
I previously filed a complaint with CFPB and this was my description : I had fraudulent transactions occur on my account and unauthorized debits occur. On XX/XX/XXXX I called and reported this and an investigation was started with ally bank on these charges. In just a few days ally bank determined that no error occurred and closed my disputes and denied them. On XX/XX/XXXX I received a call from XXXX regarding a returned payment that was originally posted on my account from ally bank for {$1200.00}. {$1200.00} payment and {$4.00} debit card fee. I told XXXX I never authorized this debit from my ally bank and that I disputed this charge. XXXX confirmed that the payment was returned on XX/XX/XXXX back to ally bank. On XX/XX/XXXX ally bank restricted my account and asked for me to call them. I called them, I provided all information regarding deposits and the dispute information and was told an investigation needs to happen. I waited and I waited and I waited. On XX/XX/XXXX my ally bank was closed without any communication. I received a letter stating my account was closed with XXXX balance in the account. Since then Ive contacted XXXX and have confirmation that XXXX sent the money back to ally bank. Ive called ally bank 4 times and each of those times Ive been given different responses. The last conversation was today, XX/XX/XXXX with the representative saying since the account is closed we cant do anything on seeing the funds coming back and Im out of luck basically. I said this isnt okay. The bank robbed me out of {$1200.00}. I asked to speak to a supervisor and after one hour on the phone and after asking for the supervisor the call got disconnected by the representative. I called back and expressed my frustration and was told theres nothing the supervisor or ally bank can do. That I need to contact XXXX. XXXX has clear evidence and I have that evidence that the money was sent back to ally bank and was returned. Ally bank is refusing to give me my money back. On top of this dispute, I had other charges that I never made but ally somehow said they were valid. How were they valid if I was in XXXX when these transactions were made?? Ally bank is the one who committed fraud. Ally bank responded saying they closed my account due to risk of loss. I have yet to receive my money back that XXXX RETURNED TO ALLY BANK I have pictures from XXXX showing they returned the {$1200.00} charge to ally bank but ally bank refuses to give me the money back saying they never received the money from XXXX. XXXX is saying they returned the money and I have a picture screenshot showing the money was returned back. Further in regards to the disputed transactions Ally is stating : Upon receipt of your CFPB concern, it was forwarded to our Disputes Team for review. Our review shows that for the disputed ATM withdrawals, the physical debit card was present and there were no incorrect Personal Identification Number ( PIN ) attempts. As such, the dispute decisions remain the same. While we empathize with your concern, we are unable to accommodate your request to provide you with credit for the disputed transactions that were denied. I was in a different state when these transactions occurred in Minnesota and have proof that I was in XXXX. How can ally determine that no fraud occurred when I have proof I was in a different state .. ally robbed me of my money and XXXX XXXX corporate offices are saying they returned the money to ally bank before the account closed. I am due from ally bank at a minimum {$1200.00} that I have yet to receive. I have called ally bank 4 times trying to reach out to Executive customer relations, the same person who provided me with the letter from my first complaint on this site and no one seems to know who this person is..

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