Consumer complaint received 2022-10-22 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
On XX/XX/XXXX, I requested a wire be sent for our home purchase scheduled for XX/XX/XXXX. On our day of closing, XX/XX/XXXX, we expected the wire be sent that day in order for us to close on our home. I was told that Ally would call me if anything was needed from me. As the hours went by on the day of closing, XX/XX/XXXX, I noticed that no one called me but checking the app said that I needed to call their number for more information. I was not told what information was needed and was confused why I was not called in the first place if they needed information from me. Nonetheless, I called and spent over 6 hours on hold during that day trying to get in contact with someone. I was able to get a hold of someone 3 times that day in 6 hours. The first time, I was told I would be put on hold for 3-5 minutes. During the time I was on hold, I was hung up after spending two hours trying to talk to someone. I had to call back a second time. The second time I called there was a similar hold time. I spoke wot someone who said wire information needed to be verified. I verified and confirmed that everything was completed with the teller and was assured that the wire would be sent the same day as I was able to verify the information before the cutoff time. This turned out to be not true since I noticed on the app that more information was needed. I called back a third time and was on hold for hours again before I was able to get a hold of someone. The third person stated that information needed to be verified again even though I confirmed with the person prior that everything was verified. I verified the number again but was told that the wire would no longer be able to be sent the same day. This was an incredible inconvenience as we had planned to start moving over the weekend, but now we are not able to do that. I was then told that the wire would be sent on XX/XX/XXXX. I specifically asked if they meant XX/XX/XXXX or Monday, XX/XX/XXXX and they confirmed the XXXX. I checked the app on XX/XX/XXXX to confirm the wire was sent and the same pop-up showed that I needed to call Ally Bank XXXX I called once again after spending more hours on hold and now I am being told by the 4th person that they can not seem to locate my wire. I gave them all of the information they requested but now my wire seems to have disappeared from their system. I was told to call back on XX/XX/XXXX. This is unacceptable and seems inconceivable to me how a bank can lose someone's wire and money. I was never contacted regarding this and everything had to be done on my initiative instead of the other way around, even though they have lost my wire of tens of thousands of dollars. Ally bank said they would call me if anything was needed from me but they never did. This is shameful and I feel like they do not care about the distress this is causing me.

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