Consumer complaint received 2022-07-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
Ally Bank will not respond to CFPB requests to investigate. 

Ally Bank will pacify CFPB will a letter but will never investigate fraud to my account. 

Ally Bank has refused to investigate my fraud charges that they let happen to my account! Now they want me to pay for the fraud charges or they will ruin my credit if i don't pay for the XXXX charges they allowed on my account by XX/XX/2022. 
Bottom line DO NOT OPEN any account with Ally Bank unless you want to pay for people to steal money from you. If you like that type of thing Ally Bank is the bank for you! They will let anyone register a new debit card then charge a bunch of fraudulent items to it and make you pay for it as they are doing in my situation. 

My hope in contacting CFPB is to make others aware that Ally Bank will not protect your account and will willfully neglect basic security protocols and let an unregistered phone number register new debit cards and create new pin for your account. In 2022 you would think they wouldn't allow this but you would be wrong. 

Ally Bank created the problem because they allowed " FRAUDSTERS '' to register a new debit card to my bank account without my knowledge using a phone number not registered to my bank account. I discover the fraud and filed with Ally Bank in hopes they would resolve the negative charges to my Ally Bank account but they have not bothered to look into it. Ally Bank just wants me to pay for Fraud charges without any investigation. 

My problems began when Ally Bank mailed out a new debit card without my knowledge or consent. I'm not sure how the new debit card was delivered but based on my experience with Ally Bank they probably left it on the front sidewalk or by the front door allowing someone to easily take off with it. To make matters worse Ally Bank allowed the " FRAUDSTERS '' that took the debit card to register the new debit card and use it with ease. No one at Ally Bank stopped them despite using a phone to register the new debit card that was not registered to my account. 

To my surprise they simply stated the fraud charges are yours because the PIN NUMBER used was not used multiple times and it it was used in your area. 

1. On XX/XX/2022, some fraudster charged {$400.00} at a bank in celebration Florida. 

2. On XX/XX/2022, i became aware of this and was told that a new debit card was sent out by Ally Bank and it was the new card that was used to take $ $ $ from an ATM in Celebration Florida. I asked that both my old debit card that i had in my possession and the new one be turned off immediately. Unfortunately, a week later Ally Bank continued to allow charges to the new debit card go through despite turning it off. 

3. I no longer wish to be a customer of Ally Bank due to the way they have handled the whole debit card fiasco. Ally Bank created the problems and allowed a non registered phone to start the new debit card and allowed them to create a new pin number. 

4. I wish only to close out my account and move on but I'm not willing to pay for their incompetence and neglect of my debit card. They have told me i need to pay for the fraudster charges or they will ruin my credit by XX/XX/2022. 

5. Its wrong that they are strong arming me into paying for a fraudsters charges due to their incompetence. 

I want to close out my account and be done with subpar Ally Bank. I need help resolving my concerns and having a proper investigation done to prove once and for all that Ally Bank failed on all levels of basic security to secure my account and stop charges from going through that clearly where not mine. 

I hope that someone at CFPB will investigate the scam Ally Bank is running on me and i hope that anyone consider Ally Bank finds another bank to do business with because you might be in my situation and forced to pay for SCAMMERS & FRAUDSTERS charges to your account with zero help and zero protection from Ally Bank. Ally Bank is worthless!

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