Consumer complaint received 2026-05-31 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
I am filing this complaint regarding Ally Bank 's restricting of my account and continued withholding of my funds. This issue began when I attempted to send a close friend through XXXX XXXX. My friend 's XXXX XXXX was having issues, so I decided to have the XXXX send back to my own account instead, so I can XXXX it to him. Shortly after this, I attempted to log into my Ally account through my laptop so I can XXXX him the money without interruption my account became restricted. Since the restriction occurred, I have been the one repeatedly contacting Ally Bank for information and updates. Ally has never asked me to provide documents, proof of my identity beyond normal account verification, or any other information that would help resolve situation. The only sustentive question I was asked was what I used the account for. I explained that I receive deposits into the account and use it for everyday purchases. No further questions were asked. I requested that Ally close my account and return my funds. During XXXX of my calls, I was told that the account had been closed but that it remained under investigation. When I asked when a check would be issues for my remaining balance, I was told that no timeline was available. I then allowed a week to pass without contacting Ally in order to give the process time to move forward. After waiting, I called again and was informed that a check still had not been issued. At that point, there had been no meaningful progress and no additional information provided to me. The situation became even more concerning when my Veterans Affairs ( VA ) benefit were deposited into the account on XX/XX/year>. I had already requested that the account be closed, yet the account was apparently still able to receive deposits even though I could not access it. When I contacted Ally regarding the XX/XX/XXXX VA deposit, I was told that Ally could potentially allow me to access those funds separately. A representative initially suggested that I withdraw the money from an ATM. I called again and explained that I no longer have my debit and savings card because I was unable to access or use the account and believed the account was being closed. I was then told a note would be send to another department requesting that the XX/XX/XXXX funds be transferred to my XXXX XXXX account. As of the filing of this complaint, I have received no confirmation that the transfer has been processed or requested. At this time, I have close to {$4000.00} of my money remains inaccessible. Because I can not access these funds, I have been forced to use my work income for food, transportation, and basic living expenses while my money remains unavailable. I am requesting that Ally Bank : XXXX. Immediately provide access to my funds or transfer them to an account I can access. XXXX. Explain why the account continued to receiving deposits after I was told it had been closed. XXXX. Explain who no check has been issued despite my request for account closure. XXXX. Provide a clear timeline for resolution and release of my funds. I have made repeated effort to resolve this matter directly with Ally Bank, but after a MONTH I still do not have access to my money or a clear explanation regarding when it will be returned. I am willing and able to provide any documentation necessary to verify my identity, the source of my funds, or my account activity, and the XXXX transfer I was trying to make to a friend. However Ally has not requested any such information from me, which has left me without clear understanding of what is preventing resolution and why it has taken a month and still nothing being done to resolve this matter.

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 non-monetary relief