Consumer complaint received 2021-11-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
This is complaint for Ally Bank. If they had an better procedure for replaying to queries based on their own responses this would be unnecessary. But they do not they do not even put their return phone number or email down on their letters they write in response, so i must file a news complaint.. I have sent them many emails via their own secure email platform they used to contact me. I sent XXXX messages back to them since last week without even so much as acknowledgement in response. But right now Ally has XXXX separate things going on right now that are causing difficulty and are infringing upon my rights as per federal regulations for consumer banking.The first is that they are trying to close my account and tried closing it on on XX/XX/XXXX. But on XX/XX/XXXX XXXX still had no idea they had sent me XXXX letters stating that the were closing my accounts and I filed some disputes that I had been trying to work out with the merchant. So that is the second thing and both the account closing and the disputes are causing difficulty, are in my mind unrelated and that is why I am writing yet another complaint. 

I appreciated the response with the XXXX letters and copies of XXXX sheets that show every provisional credit that has posted to my account openly after thjey were closed and curiously, after closing checks were even mailed! Ally did everything they could do not give me a provisional credit amend the rules are considerable and are included in this filing. They sent me XXXX closing checks by snail mail, It did not have these balances. The letters included in this complaint both say unequivocally that I have every right to access those funds while they investigate and the but the letters do not explain just how I am supposed to exercise my rights and get to my funds anbd they leave jjust how I should go about doing that unsaid. But they said it so emphatically I believed them. I set up an ACH transfer and wrote XXXX checks to myself to deposit locally at my XXXX account after I got those letters. I asked for clarification and they did not respond. There is no mention of any account restrictions whatsoever. And yet when I called today to speak with XXXX XXXX, they told me that that since my account is closing they said it has been restricted since at least the XXXX if not the XXXX of XXXX and were restricted well before the accounts were provisionally credited, which leads me to believe this was their intention all along. So either the client relations and back office is completely oblivious, or they are playing frames and, I feel I have been lied to, and even through they explicitly claim that I have access to those funds, that is not true at all. They cancelled my cards, will not let me activate a new one that was sent to me. Even worse I took their letter literally. They both say in absolute terms that you may have full I use of these funds while we investigate ( the other letter has a near identical but inverted while we investigate you have full use of these funds. 

I did an ACH transfer to my XXXX account and I wrote myself XXXX checks. There is nothing in the letter that would lead me to believe this would not have been okay, but XXXX XXXX have told me already that those c hecks that I writes in good faith based on language from Ally in clear English. But now I wonder if they intended this to be the case, in other words, I suspect client XXXX plays good cop, saying what is true regulation-wise then have the back office play bad cop and says that may be the last but tooth nothing we can do. 

Sorry, I dont have time for that. You were clearly just trying to have your cake and eat it to., You are acknowledging federal regulations but at the same time making it impossible to reasonably exercise my rights. Its the same routine that XXXX tried when they closed my account after depositing a check based on nothing, they froze my accounts in XXXX, XXXX I resorted to using only because Ally Bank was putting ridiculous holds on legitimate checks. XXXX also tried to to dictate when they could send my balance from my pay check ( there were no card disputes I never even got a card ), and I filed XXXX complaints before the OCC told XXXX to remove any restrictions so that it could access my own money. I am sending a copy of this complaint and the others to the OCC tonight and I will also call my contact there first thing Monday and will ask them to ask you to do the same. 






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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