Consumer complaint received 2025-04-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: ALLY FINANCIAL INC.
State: AR

Complaint narrative:
Here 's a formal response you can use to address Ally Bank regarding their final response : First, I would like clarification regarding Ally Banks geolocation data used to determine that the disputed ATM transactions occurred in my location. I have never conducted an ATM transaction in XXXX, yet your investigation determined the disputed transactions were authorized based on geolocation. I would appreciate an explanation of how these location data points were obtained, including what specific factors contributed to this determination. 

Additionally, your letter states that I informed Ally that I did not file a police report, but this is incorrect. I filed a police report on XX/XX/year>. During that process, the police requested my bank statements from Ally, which I was unable to provide due to my account being restricted. This restriction negatively impacted my ability to substantiate my claim. 

Furthermore, throughout my time as an Ally Bank customer, my account was repeatedly restricted, making it difficult for me to access and manage my funds effectively. I firmly believe that my account should not have been closed simply because I submitted dispute claims. Your investigation failed to consider critical details and was not conducted thoroughly enough to justify such extreme action. 

Prior to the final restriction placed on my account, my balance was positive. However, I have been receiving periodic emails from Ally stating that my balance is now over {$1000.00} in the negative. Since Ally restricted my account, I have been unable to manage my finances properly. I need clarification on how my balance became negative when I had a positive balance before the restrictions took effect. 

I also have yet to receive a check for my remaining balance since my account was closed. I request immediate confirmation of the remaining funds and a timeline for when I can expect a check with my account balance. 

Another discrepancy in your letter relates to my request for a withdrawal increase. When I contacted Ally to request this increase, I was told that my account was less than 30 days old and that was the reason I was denied. However, your letter states the denial was due to insufficient funds, which is incorrect. This contradiction needs to be addressed. 

I have provided XXXX bank statements from XX/XX/year>. A comparison of these statements against my Ally bank statement which I have still not seen should clearly indicate that I did not conduct transactions similar to those flagged in your investigation. I request a complete copy of my Ally bank statement from XXXX and XX/XX/year> to validate this comparison myself. 

Given these inconsistencies, I am requesting : 1. A full explanation of how Ally Bank determined my geolocation data to confirm the disputed transactions.

2. Immediate clarification on my account balance and how it turned negative.

3. The timeline for receiving a check with my remaining balance.

4. A copy of my Ally bank statement for XXXX and XX/XX/year>. 
5. A formal reassessment of the disputes and account closure decision. 

I look forward to receiving a timely response addressing these concerns. Please provide detailed explanations regarding the matters raised above. 

Sincerely, XXXX XXXX

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