Consumer complaint received 2026-03-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
The bank failed to properly investigate under Regulation E and is refusing to reconsider with new evidence. My husband 's debit card was lost in XX/XX/XXXX. I requested a replacement card. The bank company told me I needed to create a separate profile for my husband my to order my replacement card -- despite us previously only having one profile when we first ordered debit cards. I requested for the card to be closed and he would open his profile to order a replacement debit card. On XX/XX/XXXX, while I was grocery shopping, my transaction was denied for insufficient funds. I checked the bank app and saw XXXX separate ATM transactions : {$980.00} ( posted XX/XX/XXXX at XXXX XXXX XXXX ) and {$280.00} ( posted XX/XX/XXXX at XXXXXXXX XXXX XXXX ). I called the bank and disputed the transactions. I was told the bank would contact me for further documents. I asked if we needed a police report and was told no. We received a letter dated XX/XX/XXXX ( we received it week of XX/XX/XXXX ) saying that the card was in possession at the ATM, and the dispute was closed. We called the bank on XX/XX/XXXX to appeal the dispute. We were told to contact the merchants directly to handle the dispute. We explained that the merchants were banks so we could not contact them -- especially if we didn't know the locations! We then asked why the card was still active when it was requested to be closed over a year ago. The supervisor told me he would research the closed card issue and contact us for more information. We were able to determine of the of the ATM locations because it was the only one in the town listed on the transaction posting. The bank told us they could not provide footage or assist because we were not customers but our bank should be able to do so in their investigation. When we called on XX/XX/XXXX to follow up, we were told a letter was sent on XX/XX/XXXX saying that the request to appeal the dispute decision was denied due to lack of additional documents -- documents that had not been requested. We were also told there were no records of us calling to close the card and, the chat record they had of us requesting a new card because the previous one was lost, conveniently is missing the part where we requested the card shut. We filed a police report but could only provide the location of one of the ATMs. When we called the bank on XX/XX/XXXX, we were told that our dispute, even with the police report, would not be reopened but we were free to pursue the investigation with the police department. I asked, once again, for the locations of the ATMs so the police can request information and was told that the bank could not determine the location of the ATMs outside of the information posted on the transaction. I, then, requested a copy of all of our phone and chat records. We were told it would take 7-10 business days for it to be compiled though it took less than four hours for their dispute team to deny our dispute request.

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