Consumer complaint received 2026-07-14 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
My spouse and I have held a joint account at Ally Bank for several years. Earlier this year I opened a savings account with XXXX XXXX and linked it to our Ally account using Ally 's own online account-connection procedure. Ally verified that XXXX XXXX account through its portal before allowing any transfers between the two. In XXXX, we transferred about a total of {$9000.00} from our Ally account into the verified XXXX XXXX account. Both banks allowed these transfer with no problem. In XX/XX/year>, I initiated a transfer of {$4000.00} to move funds from the XXXX XXXX account back to our same Ally account. The money never arrived and the transaction showed as denied. Two things then went wrong at once, and together they have left roughly {$9000.00} of our savings stranded between the two banks : XXXX XXXX : When I called to ask why the transfer failed, I was told an investigation had been opened that would be resolved in three business days. I never received any call, email, or letter with a resolution. I called back repeatedly, waited on hold for more than two hours each time, and was told each time that another investigation had to be opened, with no record of my earlier calls and no written explanation. I was eventually told the account had been closed due to " fraud, '' with no explanation, no findings, and no way to recover my money. These are my own savings, and I am not aware of any fraudulent activity. The full balance of about {$9000.00} remains in the closed account, and XXXX XXXX will not release it. Ally Bank : Ally will not accept the incoming transfer from the very same XXXX XXXX account that Ally itself verified through its account-connection process and had already allowed us to send money to. Ally permitted the funds to flow out but will not let them come back in. When I asked why, I was again told an investigation had been opened that would resolve in three business days, and again I received no call, email, or letter. Repeated calls led only to more investigations, no record of prior calls, and no written explanation. I was later told it was because it was coming out of my profile ( XXXX XXXX ) but the XXXX account was opened under my wife 's name and information ( XXXX XXXX XXXX ). We didnt think this was a problem as Ally is a joint account with both of our information and all outgoing transfers where allowed with no problem. To try to resolve this, I have made numerous phone calls since XX/XX/year>, taken part in several three-way calls between supervisors at both banks, and submitted proof of identity, proof of address, and proof of the transactions. Nothing has produced a resolution or a written response. As a result, about {$9000.00} of our savings is now trapped : XXXX XXXX has closed the account and will not release the funds, and Ally will not accept them back.

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