Consumer complaint received 2026-06-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
Complaint Against Ally Bank XXXX XX/XX/year>, Ally Bank froze and disabled access to my bank account, which contains over {$10000.00} of my funds. This is my only bank account and my only means of accessing my money. The same day the account was restricted, I immediately contacted Ally Bank and completed all identity verification requested of me. I also confirmed that all activity on the account was legitimate and authorized by me. After completing the verification process, I was informed that Ally needed to verify checks that had been deposited into my account. The checks in question were legitimate deposits. One check in the amount of {$21000.00} was deposited on XX/XX/year>. A second check, in the amount of approximately {$940.00}, was deposited on XX/XX/year>. Both deposits were made well before the account restriction on XX/XX/year>. I was initially told that the verification process could not be completed on XX/XX/XXXX because it was too late in the day and would need to continue the following business day. When I followed up the next day, I was informed that Ally had been unable to reach the party they were attempting to contact regarding verification. During this process, I spoke with approximately six different Ally representatives in an effort to resolve the issue and regain access to my account. Eventually, I was informed that my account had been escalated to an investigation team and that customer service representatives could no longer assist me. Since then, every representative I have spoken with has stated that they are unable to provide details regarding the investigation, unable to transfer me to the team handling the matter, and unable to provide any estimated timeline for completion. This situation has created substantial financial hardship. At the time my account was frozen, I was traveling away from home with my child. Because Ally Bank restricted access to all of my available funds, I have been unable to access money needed for food, transportation, travel expenses, and other necessities. Despite having sufficient funds in my account, I have been forced to rely on the financial assistance of others in order to meet basic needs. Most concerning, I am now experiencing difficulty purchasing transportation to return home because my only bank account remains restricted. Ally Bank continues to withhold access to my funds while providing no meaningful information regarding when the investigation will be completed. I fully understand and support a banks responsibility to investigate potentially suspicious activity. However, I have fully cooperated with Ally Bank, verified my identity, confirmed that the transactions were authorized by me, and made myself available to provide any additional documentation requested. Despite my cooperation, I remain unable to access my funds and have not been provided a reasonable timeline for resolution.

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