Consumer complaint received 2025-12-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: OH

Complaint narrative:
Bank : Ally Bank Issue : Ally is not sticking to their policy ( see attached ) for holding and cashing my XXXX XXXX XXXXXXXX back pay check. It has been XXXX weeks since I opened my account and deposited the check. I still do not have access to my money yet, despite when I opened my app it says the amount is available. 
Check : {$33000.00} Bank account was opened XX/XX/XXXX. 
Check was deposited on the mobile app on XX/XX/XXXX. 
Per their policy ( see attached ) it should have been available Friday XX/XX/XXXX. The app also changed to saying that the full amount was available. 
I attempted to wire my car company a payment of {$22000.00} on XX/XX/XXXX. 
I also proceeded to order Christmas presents, medication, and household needs on XXXX. 
Within an hour the XXXX transactions were declined. 
Then I noticed my account was frozen. I could not even open the app. 
XX/XX/XXXX I was told my wire was canceled ( see attached ) no reason was provided. 
From XX/XX/XXXX to today I have called Ally every day multiple times. I was given conflicting information such as the money was now available when it wasnt. That they needed to contact the treasury and maybe I should call them. Finally that they needed the funds verified. When I called the US Treasury and social security said they do not verify these things. Its a government check. You have your physical check, You have your award letter. Thats all that I should need. I call back I got a very arrogant employee who blamed me for the problem. He then asked me to send that award letter to XXXX as well as direct message through the app. I did both ( see attached ). No one responded to my personal email. I received a very XXXX XXXX response, a non-answer ( see attached ). 
I write back expressing my frustration and informing them that I had been told to do this and again got a very canned answer ( see attached ). 
On the XXXX in the evening I received a series of emails ( see attached ) first saying I had access again and then almost immediately saying my account was restricted and they needed more information. 
I called and spoke to XXXX in the fraud department and she confirmed that she saw the file ( XXXX XXXX XXXXXXXX award letter ) and then said it needed to be reviewed by the acceleration managers and attached to my case. She said she would personally hold on to my case and release my account promptly upon its attachment. This call took place at XXXX on Wednesday the XXXX. 
Essentially every time I called I really didnt get answers and they kept passing the buck on the US Treasury , a government agency. I feel like Im being scammed and lead along. I have lost all trust with Ally.

This has cause emotional stress and triggered multiple XXXX XXXX Ive physically been in a lot of pain as a result. This is unprofessional and disrespectful of Ally to treat their customers this way.

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