Consumer complaint received 2025-09-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: ALLY FINANCIAL INC.
State: OH

Complaint narrative:
On Friday XX/XX/year>, I attempted to process a request of Ally to transfer {$35000.00} from my savings account at XXXX XXXX XXXX XXXX XXXX ) to my savings account at Ally. Initially the request to transfer was not processed for {$35000.00}, and I had to reduce the amount to {$10000.00} per their system requirements. I then spoke with a service person who assisted me in processing a second request to transfer ; this one in the amount of {$25000.00}. At that time, I received information that the request would not be accomplished until Tuesday, XX/XX/year>. 
On the morning of XX/XX/XXXX, I reviewed my XXXX savings account and saw that the XXXX transfers of {$10000.00} and {$25000.00} were accomplished and each transaction indicated that a total of {$35000.00} was removed from my account. 
Late that night as I was reviewing emails, I found an email dated XX/XX/year>, at XXXX XXXX, from Ally stating that transfers from the XXXX savings account were suspended. I immediately called Ally. The first person I spoke with was absolutely useless and unable to provide necessary information. I hung up, called Ally again, and this time I was connected with La XXXX XXXX sp ) who did a review and assured me these funds would be in my Ally account on Friday, XX/XX/year>. He also initiated an Ally case file, No. XXXX which was for future reference. 
On Friday morning, XX/XX/year>, my savings account did not indicate that transfers were completed as I was told on the previous phone call. I immediately called Ally service?? personnel to investigate this matter. This lady indicated I was to call XXXX to begin an ACH follow-up. I stated this is improper since Ally was the cause of the problem. She remained obstinate in claiming I must contact my credit union. XXXX XXXX was acting in accordance with Ally 's directive. I stated this was inappropriate and therefore wished to speak to a manager. I was informed no managers were available. This phone conversation continued for XXXX minutes while we awaited the inclusion of a manager or supervisor. Finally, XXXX came on the line, I explained everything that took place, and she reiterated my need to contact XXXX. My contention that this was ridiculous was not respected. I continued interrogating on this subject, and eventually XXXX indicated " back office put this transfer on hold ''. I not being familiar with banking terminology had no further questions. My concern was where is my {$35000.00} and I want it in my possession. Simple request. 
Understand Ally 's procedures prior to accommodating the requested and named transfers. I first had to submit the XXXX savings account to Ally, and Ally had to follow-up by making several miniscule deposit and withdrawal transactions on a test basis. This testing had been completed on Thursday XX/XX/XXXX. This was also ascertained by communications I had with Ally on that Thursday or possibly Friday XX/XX/XXXX prior to processing my request to transfer {$35000.00}. 
Now back to my conversation with XXXX. She established an Ally case No. XXXX. We ended the conversation after I spent a total of XXXX minutes on the phone with Ally service?? personnel. 
I then called XXXX, and a young lady there began the ACH follow-up paperwork regarding this unfortunate matter. During this phone call I had the sense to ask her at what time did XXXX process the XXXX transfers from my savings account. She replied they were accomplished at XXXX XXXX  Tuesday XX/XX/year>. This person also stated it may take as many as 10 business days to find a resolution to this problem. 
About mid-morning on Monday, XX/XX/XXXX, I received a phone call from a young man in the service department of XXXX. He asked me a few direct questions regarding the ACH paperwork I had filed the previous Friday. Once he had my replies he would continue his investigation into the above matter. Within an hour he called me back and stated the {$35000.00} was already in my XXXX savings account. I thanked him profusely and expressed my amazement that this matter could be resolved in such quick fashion. Without any further discussion, he ended the conversation, and I could easily see that my {$35000.00} had been returned to my account. At this point I was amazed that the problem as I knew it and the surrounding discussions could be so easily rectified. Amazingly, the {$35000.00} was in my account. I could only XXXX XXXX has sufficient funds available to correct simple errors. Do you believe this, I sure don't. 
At this point I know I was out of pocket for the interest on that {$35000.00} which at best would be XXXX XXXX XXXX XXXX at a local XXXX 's, possibly $ XXXX. I was also out the XXXX minutes spent Tuesday night and Wednesday early morning with Ally personnel. Another XXXX minutes with Ally personnel on Friday morning. Then another XXXX minutes filing the XXXX paperwork to investigate this fiasco. And at least another XXXX minutes on Monday speaking to the young man who returned the {$35000.00} to my savings account. 
None of the above accounts for the consternation experienced regarding the possible loss of {$35000.00}, nor the emotions experienced when listening to poor excuses as to why the {$35000.00} is no longer available to me at that time. 
I do have several questions regarding this whole system. Ally emailed me at XXXX the day the funds were being removed from my savings account at XXXX. Per proper banking and business ethics should Ally also be responsible to also make timely notice to XXXX that this transfer is suspended? This would only seem to be just and proper. If not, why does Ally not have notification responsibility to the bank transferring funds that Ally 's initial request is null and void? This would seem to be right and proper protection of consumer rights. Also, if in this case Ally did make proper notification to XXXX that the transfer was being suspended, does not XXXX have a responsibility to act in timely and efficient manner to protect its customers? It would seem to me that if such communication were made to XXXX, XXXX would have a responsibility to its customers in protecting such funds on an instantaneous method. I seem to believe that XXXX had access to these funds as early as Tuesday, XX/XX/XXXX. Probably sitting in some type of a limbo account that nobody pays attention to.

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