Consumer complaint received 2025-08-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
I filed a dispute with Ally Bank on XX/XX/year>, for a {$64.00} debit card transaction made on XX/XX/year>, to a merchant called XXXX XXXX XXXX XXXX. The merchant impersonated a legitimate company ( XXXX XXXX, XXXX  ). I never received the merchandise, the amount charged differed from what I was quoted, and the merchant did not respond to my inquiries. I later discovered the website was fraudulent and reported it to the FTC. 

Ally sent a letter dated XX/XX/XXXX requesting additional documentation. Unfortunately, my mail was stolen and I did not receive the letter until XX/XX/XXXX. I called Ally on XX/XX/XXXX, explained the situation, and was told I could still submit the documents. I submitted them that same day via secure message and received written confirmation that they were received. I was informed that the investigation could take up to 90 days. 

Over the next several months, I contacted Ally multiple times to follow up. On XX/XX/XXXX, a representative contacted the dispute department during my call and told me the dispute had been resolved in my favor and I would receive a refund. However, no refund was ever issued, and I received no written confirmation. I contacted Ally again in XXXX to follow up and was again told to wait. 

Finally, on XX/XX/XXXX, after over XXXX hours on the phone due to XXXX dropped calls and long hold times, I reached a representative who said the matter would be researched again. Later that same day, I received a secure message stating that the dispute had been closed on XX/XX/XXXX and no credit would be issued. This was the first time I was told it had been closed that early. The message did not address the documentation I submitted on XX/XX/XXXX, nor did it explain the discrepancy between what I was told in XXXX and this new claim. 

I also sent a secure message on XX/XX/XXXX requesting escalation. A representative I spoke with later that day said I should expect a message by XX/XX/XXXX or XXXX with a final decision. As of now, I have not received a full explanation or resolution. 

There have also been significant communication gaps throughout this process. Information provided by representatives has been inconsistent, and I have frequently had to repeat the full history of my case because prior interactions were not well documented or referenced. I am requesting a written summary of the dispute outcome, a review of all submitted documentation, and reimbursement of the {$64.00} charge if the dispute is resolved in my favor, as previously communicated. Additionally, I request that Ally improve internal communication and documentation practices to avoid repeated breakdowns in customer support. 

On XX/XX/year>, I received a message from Ally stating that this transaction was not covered under the regulatory dispute resolution process and that XXXX requires customers to first attempt resolution with the merchant. I want to clarify that I did attempt to contact the merchant multiple times without success and reported the issue to the FTC. I believe my dispute falls under the protections of Regulation E ( Electronic Fund Transfer Act ), as this was a debit card transaction involving non-receipt of merchandise from a fraudulent seller. I acted in good faith and submitted all documentation in a timely manner. I am requesting that Ally reevaluate its position based on these protections.

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 monetary relief