Consumer complaint received 2024-03-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
In XX/XX/XXXX, I transferred a balance from my Ally Credit Card Account to my XXXX XXXX XXXX XXXX Account. XXXXXXXX XXXX  issued the {$4000.00} check and mailed it to Ally Bank XXXX XXXX XXXX XXXX MI XXXX. 
The check was cashed on XX/XX/XXXX apparently by Ally Auto, another arm in the Ally Financial conglomerate. When I received a call from Ally Credit Card arm that my payment was not received, I contacted Ally Bank- the Credit Card arm of the conglomerate - to let them know that indeed I had transferred the balance. They claimed to have received no such check. 
I then contacted XXXXXXXX XXXX who sent me a letter about the balance transfer inquiry I made as well as a copy of the cancelled check that was cashed. This letter is dated XX/XX/XXXX. 
The check issued by XXXXXXXX XXXX on XX/XX/XXXX paid to Ally Bank and cashed on XX/XX/XXXX. 
In the interim, I spoke with countless Ally Bank credit care specialists and gave them the same information. I finally faxed this information to Ally Bank at the fax number they provided me - Fax # XXXX. I faxed them on XX/XX/XXXX. 
On XX/XX/XXXX, I spoke with XXXX who told me I had to dispute the cashed check with the Auto arm of the conglomerate, and she told me she spoke with someone in the Auto department who told her to tell me that I needed to let the Auto department know the situation involved a misapplied payment. 
In spite of five phone calls attempting to do just that, each time I was told they could not have cashed the check because I did not have an auto loan with Ally Bank Auto. 
No matter who I speak with in the company, and no matter what arm of the conglomerate- Bank, Credit Card or Auto- they all deny responsibility for the error even with the copy of the cancelled check that they say was mailed to the wrong place. That may be true, but my name and credit card account number was clearly written on the check. 
With a check number, it would take a simple computer search in each arm of the Ally Financial institution - Credit Card, Auto, Bank- to determine where the money went, and then the solution would simply be to make bookkeeping adjustments to show the check paid the balance on my credit card account. However, due to incompetence or sheer laziness, I can not get even one person in three companies within the conglomerate to take steps necessary to do just that. The Ally Credit Card arm of Ally Financial claims to have investigated the matter and determined that Ally Auto cashed the check, so I fail to see why they can't resolve the matter by working together with someone in the Ally Auto department to properly apply the check to the appropriate account. 
I do not deny that the check may have been mailed to a wrong address, it was still mailed to Ally Bank, and they cashed the check. I do not care about assigning blame. I only care that the matter get resolved.

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 non-monetary relief