Consumer complaint received 2025-04-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: ALLY FINANCIAL INC.
State: NJ

Complaint narrative:
Follow-up Complaint Ally Banks Mishandling of Dispute ( Previous CFPB Complaint # XXXX ) Dear Consumer Financial Protection Bureau , I am filing a follow-up complaint regarding Ally Banks failure to properly investigate my dispute, which has resulted in an unfair duplicate charge of {$750.00} by XXXX. This issue was previously submitted under CFPB Complaint # XXXX, but Ally Bank has failed to address the core issue and refuses to reinvestigate, despite clear evidence of a duplicate charge. 

Background of the Dispute : XXXX. XX/XX/XXXX : XXXX withdrew {$750.00} from my Ally Bank card ending in XXXX. I was not informed or notified in advance about this charge, and I did not receive any prior communication from XXXX regarding this payment. The first I became aware of the charge was when it appeared on my bank statement, which is why this has been so frustrating. 

XXXX. XX/XX/XXXX : I immediately contacted Ally Bank to dispute the charge. 

XXXX. XX/XX/XXXX : Ally issued a provisional credit for {$750.00} while investigating. 

XXXX. XX/XX/XXXX : XXXX canceled the plan associated with the {$750.00} charge. 

XXXX. XX/XX/XXXX : Because my XXXX plan was canceled, I purchased a new plan by making a separate, authorized payment of {$310.00} using a different card ending in XXXX. 

XXXX. XX/XX/XXXX : Ally reversed the provisional credit of {$750.00}, charging my account again. 

The Core Issue : - XXXX  only allows XXXX active plan per account, meaning it is impossible for me to have had XXXX separate plans active at the same time. 
XXXX XXXX canceled my original plan when the dispute was opened, yet I was still forced to pay for it again after Allys reversal. 
- I was ultimately charged twice for the same service, first at {$750.00} and then at {$310.00}, but I could only have XXXX active plan at any time. 
- Ally failed to acknowledge that XXXX canceled the initial plan, which means the {$750.00} charge was not valid. 
- Allys only justification for reversing my dispute was showing that a charge occurredwhich I already confirmedbut they failed to consider the fact that XXXX canceled the service I was charged for.

Regulatory Violations & Request for Assistance : Ally Bank has now told me they will not review the case further, despite the clear failure of their investigation.

This refusal violates : - Regulation E ( 12 CFR 1005.11 ) Requiring a financial institution to conduct a reasonable investigation into a dispute. Ally did not consider the evidence I provided about XXXX canceling the service, and they failed to conduct a meaningful review of my case. 

What I Am Requesting from the CFPB : 1. Require Ally Bank to reinvestigate my dispute properly and acknowledge that XXXX canceled my initial plan, making the {$750.00} charge invalid.

2. Ensure that Ally follows Regulation E procedures correctly and does not dismiss valid disputes without a thorough review.

3. Assist in obtaining a refund of {$750.00}, as this charge was duplicated for a plan that could only be purchased once per account. 
XXXX. Hold XXXX  accountable for its misleading billing practices, which led to this dispute in the first place. 

I have attached supporting documentation showing the timeline of events, my XXXX plan cancellation, and proof of the duplicate charges. Ally has failed to investigate my case fairly, and their refusal to reinvestigate is unacceptable. I respectfully request CFPB intervention to resolve this matter. 

Thank you for your time and attention. I look forward to your assistance in ensuring that this dispute is handled properly.

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