Consumer complaint received 2024-02-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: ALLY FINANCIAL INC.
State: VA

Complaint narrative:
On XX/XX/XXXX I notified Ally Bank of two charges on my account that I did not recognize, nor authorize. The first charge was on XXXX XXXX  for {$370.00} and the second charge on XX/XX/XXXX @ XXXX XXXX  for {$41.00}. Confirmation of my notification to Ally Bank of these unknown charges is confirmed by the credits issued on XX/XX/XXXX and XX/XX/XXXX for the disputed charges. ( See Exhibit A. ) Ally Bank closed the account and issued a new card. 

Since the initial notification on XX/XX/XXXX numerous phone calls have been made to Ally Bank in reference to the disputed charges and all that seems to happen is the departments plays ping pong by passing the dispute back and forth between departments. No one actually has investigated the dispute. Even the supervisors pass it along to another department. I have requested information on who the charges are from, copies of the receipts showing what was purchased and proof of the transactions actually being authorized by me, either by pin, or signature. To date, this information has not been received. 

On XX/XX/XXXX and XXXX Ally Bank sent letters stating I was obligated for the charges as I failed to notify them within 60 days of the statement date. THIS IS NOT ACCURATE INFORMATION as Ally Bank was notified on XX/XX/XXXX and the corresponding credits to my account occurred on XX/XX/XXXX and XXXX. ( See Exhibit B ) Ally Bank has closed and opened this dispute several times ; each time closing the account and issuing a new card. Per the Supervisor XXXX, the most recent opening was on XX/XX/XXXX. 

On XX/XX/XXXX the attached letter was sent to Ally Bank corporate offices and the fraud department via email : XXXX and XXXX and a printed and signed copy sent to the address on the letter. Neither the emails, nor the letter was returned undeliverable. To date, I have not received any correspondence from Ally Bank, not even an acknowledgement or receipt of the letter as required by law within 30 days on receipt. 

On XX/XX/XXXX, I phoned Ally Bank to inquire of the status. After 3 phone calls and over 2 hours of being passed around to 5 different people, restating the issue each time I was told by the last person all he could do was open a new dispute. This associate was unwilling to locate a supervisor when informed a call back was unacceptable. 

Further details can be found within the notes of Ally Bank 's system as several associates stated what I was sharing is documented in the notes. 

Attached are the following documents : Exhibit A- Print outs showing all the transactions related to the dispute posted to the account. 
Exhibit B All letters received from Ally Bank with false information highlighted. 
Exhibit C Receipt from XXXX XXXX showing a prepaid, all-inclusive trip with transportation included Exhibit D Receipt for Taxi ride showing we paid {$150.00} USD after attempted scam by transportation company Exhibit E ( 2 attachments ) Photo of the transportation company logo on their shirts showing a different company and a screen shot of a text from another company stating more money would be needed for transportation. 
Exhibit F - XX/XX/XXXX Letter to CEO

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