Consumer complaint received 2025-12-15 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: ALLY FINANCIAL INC.
State: NV

Complaint narrative:
XXXXI am writing to express my profound frustration and formal outrage regarding the catastrophic mishandling of my XXXX account by Ally Bank, an incident stemming from demonstrable employee negligence, a breach of your solicited assurances, and a blatant failure to adhere to fundamental standards of care required under federal and state law. Your subsequent response, which I reject in its entirety as a fabrication, ignores the documented sequence of events caused solely by your unqualified representatives.XXXXOn or around XXXX XXXX, I was specifically solicited by Ally Bank with explicit assurances that previous XXXX integration issues had been resolved and that I should return as a customer. Relying in good faith on these material representations, I reopened an account. The subsequent and immediate failure of your staff to correctly link my established contact methods (phone number XXXX XXXX XXXX and email XXXX constitutes not merely an error, but a breach of your duty of care. I am not a banking professional; I was forced to rely on the expertise of your employees, who provided contradictory and incompetent instructions over multiple weeks. They repeatedly refused to escalate the issue to the proper department, instead having me perform futile troubleshooting on the app and website, culminating in the disastrous instruction to add new email addressesan act that has now permanently obstructed my access to automated settlement payments sent via XXXX to my original phone number.XXXXThis conduct violates multiple legal and regulatory frameworks:XXXX  Federal Law & Regulation E: The failure to properly investigate and resolve this unauthorized electronic fund transfer error, and the provision of false information during error resolution, may violate the Electronic Fund Transfer Act and its implementing Regulation E, which mandates specific procedures and timelines for error correction.XXXX Uniform Commercial Code (UCC): As a depository institution, Ally Bank is subject to UCC Article 4A governing funds transfers and has a duty of ordinary care. The actions of your employees, who were clearly not properly trained to handle XXXX integrations, likely fall below this standard, constituting negligence per se.XXXX State Consumer Protection Laws: The initial solicitation containing false assurances and the subsequent mishandling of my account may constitute deceptive trade practices under both XXXX (where I am located) and XXXX (where Ally Bank is headquartered) consumer protection statutes. XXXX Deceptive Trade Practices Act and XXXX Consumer Sales Practices Act prohibit such conductXXXX Negligence & Bailment: By accepting my funds, Ally entered into a bailment relationship with a high duty of care. The negligence of your employees in altering account details without proper protocols directly caused my financial loss, creating liability for damagesXXXXThese are not abstract concepts. Regulatory bodies have taken significant action against financial institutions for similar systemic failures concerning digital payment platforms like XXXX For instance, the Consumer Financial Protection Bureau (CFPB) has penalized numerous banks for deficient fraud investigation protocols and failure to reimburse victims of transfer errors, ordering massive consumer redress. Furthermore, in the Wells Fargo unauthorized accounts scandal, courts upheld findings of negligence and failures in internal controls, leading to billions in penalties and restitutiona clear precedent for holding institutions accountable for the actions of poorly trained frontline staffXXXXTherefore, due to the direct and proximate financial harm caused by Ally Banks negligence and the worthless assurances used to solicit my business, I demand the following immediate remedies:XXXX Full Financial Compensation: Immediate reimbursement for the total value of all settlement payments that have been or will be sent to my XXXX account (phone number XXXX XXXX XXXX that I cannot access due to your actions. This includes funds already in process.XXXX Consequential Damages: Compensation for the numerous hours spent daily, and then weekly, following incorrect instructions, enduring long hold times, and managing this crisis, at a reasonable hourly rateXXXX  Formal Apology & Disclosure: A formal, written apology from an executive of Ally Bank, accompanied by a complete, certified disclosure detailing: (1) the qualifications and training records of every employee who handled my case; (2) a step-by-step internal account of what was done to my XXXX  profile and by whom; and (3) a explanation of why the specialized department was not engagedXXXX  Account Restoration: If it is possible to restore my original email and phone number to my XXXX account, this must be completed immediately and confirmed in writing.XXXXShould Ally Bank fail to provide a substantive response outlining a satisfactory resolution within XXXX business days, I will have no alternative but to escalate this matter through all available channels. This includes filing formal complaints with the National Credit Union Administration (NCUA) as your primary federal regulator, the XXXX Financial Institutions Division, and the XXXX Department of Financial Institutions, and pursuing all available legal remedies for negligence, breach of bailment, and violations of consumer protection statutes.XXXXThe time for empty promises and fabricated explanations is over. I expect immediate action to rectify the significant financial and personal detriment your bank has caused.'

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