Consumer complaint received 2025-02-28 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: ALLY FINANCIAL INC.
State: MD

Complaint narrative:
XX/XX/XXXX Attempted to login to my Ally account and received a message and email that my account was blocked and I needed to call Ally to unblock the account. I called and was directed to the fraud department. I completed a questionnaire with them asking about my employer, my recent activity, what devices I use to access the account, what my recent activity has been. They informed me an investigation would be started and I would get an email to call them to unblock my account. 
XX/XX/XXXX I followed up with a phone call and requested a timeframe for the investigation. I was informed by Ally representative that no timeline could be provided, and I would receive an email when the investigation was complete. I informed the Ally representative that the block was preventing my automatic billing from being completed and would incur late fees. I was informed again no timeline could be provided and to keep an eye on my email. 
XX/XX/XXXX Called to follow up. I was informed by the Ally representative that it appears I attempted to add a strangers account to my account. I informed them I was attempting to set up a transfer of funds from Ally to an external bank account to pay my mortgage. I provided the Ally representative with the numbers I used and the accounts they connect to. I was informed by the Ally representative to call back with the full account numbers because I only had the end of the account number. 
I called the other bank to find out how to obtain my account numbers on the app. I called back to Ally and was told there are no updates on my case and there is no reason for me to keep calling. I was asked how many times have you called today and I informed them 3. They said there are no updates. I informed them I was told to call back with the account numbers. They said this wasnt notated on my case. They called the other representative while I was on hold and then I provided the account numbers. The Ally representative asked if I am the owner of the accounts. I informed them yes, I am the owner of the mortgage and escrow accounts, but the other account started as a custodial account and may still be under my parents names. The Ally representative told me to call my parents and confirm. 
-My father called the other bank and confirmed that I am full owner of all accounts starting on XX/XX/XXXX. 
-I called back and informed the Ally representative that Im the owner of the accounts. They said they would need to call the other institution to confirm. They called with me on the line and were informed that the other institution can not disclose any information over the phone and I would need to go to the bank in person. 
XX/XX/XXXX Called Ally and asked to follow up on the investigation. Informed there have been no updates and the block is indefinite with no timeline until their investigation is complete. Informed them that the block on my account is preventing auto-bills from being paid and is incurring late fees. Informed I need to go to the other institution and call in from there to confirm the accounts are mine. I explained to the Ally representative what happened and she told me none of what I was saying was notated on my case. She added what I said and that I no longer want the accounts linked and I will continue using another institution to pay my mortgage. They made note of this on the case. 
-I went to the other bank to request bank staff confirm the accounts I was attempting to link are mine. Called Ally from the other institution and the office manager explained to the Ally representative that I own the accounts, and explained the error in entering the account number ( I was entering only the account suffix instead of my member number+account suffix ). The Ally representative told me he would escalate the case to investigations, and my account should be unblocked by the end of the day XX/XX/XXXX The account has not been unblocked. I will not be able to access my paycheck, pay my mortgage, pay my electricity bill, pay my water bill, pay my car payment, pay my credit card bill, or pay my car insurance.

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