Consumer complaint received 2026-07-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: ALLY FINANCIAL INC.
State: CT

Complaint narrative:
Complaint Regarding XXXX Transfer # XXXX and Missing Usable Access to Refunded Funds To Whom It May Concern, I am filing this complaint regarding XXXX transfer # XXXX in the amount of {$700.00} USD, intended for a XXXX EUR transfer. The transfer was canceled, and XXXX has stated that a refund was processed. However, as of the date of this complaint, I do not have usable access to the {$700.00} from the canceled transfer. 

The issue is not simply whether a credit appears somewhere in the transaction history. The issue is that my Ally Bank account shows a XXXX credit for {$700.00} on XX/XX/2026, followed later the same day by a XXXX debit for the same {$700.00} amount. The later debit removed the same amount after the refund appeared, leaving me without usable access to the funds I expected to have restored after cancellation. 

XXXX has provided inconsistent explanations. One XXXX representative previously stated that the first refund attempt failed due to a technical routing issue on XXXX side and that the refund was later re-sent. A later XXXX representative then stated that there was no failed refund attempt and that the prior explanation was misinformation. XXXX has now provided a refund XXXX XXXX XXXXXXXX. However, XXXX has not explained why a XXXX debit for the same amount posted after the refund credit or provided proof that I was actually restored usable access to the funds. 

XXXX latest position appears to be that the later {$700.00} debit was the settlement of the original card payment, while the {$700.00} credit was the refund. If that is true, then Ally Bank should be able to verify the original authorization date/time, settlement details, and whether the later XXXX debit was tied to an earlier authorization or was a separate/new presentment. I have asked for that information because the timestamps available to me do not support XXXX explanation on their own. My visible records show the XXXX refund/credit posting before the later XXXX debit . 

I am requesting assistance in requiring XXXX and/or Ally Bank to provide a complete, traceable explanation of what happened to the {$700.00} and where those funds are currently available to me, if they claim the refund was completed. 

Key details : Consumer : XXXX XXXX Merchant / Transfer Provider : XXXX XXXX : Ally Bank Transfer Number : # XXXX Amount : {$700.00} USD Intended Recipient Currency Amount : XXXX EUR XXXXXXXX Refund ARN : XXXX XXXX stated payment received : XX/XX/2026 at XXXX XXXX Relevant posted activity : XX/XX/2026 XXXX  credit for {$700.00} followed by XX/XX/ XXXX XXXX debit for {$700.00} Requested resolution : 1. Require XXXX to provide a final corrected written timeline of the transfer, cancellation, original payment authorization, settlement, and refund. 
2. Require XXXX to explain why the {$700.00} XXXX debit posted after the {$700.00} XXXX refund/credit. 
XXXX. Require XXXX to confirm whether the later debit was a settlement of a prior authorization or a separate/new presentment. 
4. Require XXXX to provide all available settlement/reference information related to the {$700.00} debit. 
5. Require Ally Bank to trace XXXX XXXX and confirm the exact transaction tied to that XXXX. 
6. Require Ally Bank to confirm whether the later {$700.00} XXXX debit was tied to an earlier authorization or was a new/separate authorization or presentment. 
7. Require Ally Bank to provide the original authorization date/time, authorization code, hold history, release/settlement timing, and whether more than one XXXX authorization or presentment occurred. 
8. Require either XXXX or Ally Bank to identify where the {$700.00} is currently available to me as usable funds. 
XXXX. If neither company can prove that the funds were restored to my usable balance, require reimbursement of {$700.00}. 
10. Require correction of any error and written confirmation of the final resolution. 

I have attached my XXXX correspondence, XXXX refund XXXX information, Ally Bank statement, and transaction history showing the relevant activity. 

This matter has caused financial harm because I canceled the transfer expecting the funds to be restored, but I still do not have usable access to the {$700.00}. I am asking for a formal investigation and a clear written resolution. 

Sincerely, XXXX XXXX

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