Consumer complaint received 2025-06-19 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: GA

Complaint narrative:
XXXX XX/XX/XXXX, I purchased a flight through XXXX, processed by XXXX XXXX XXXXXXXX XXXX via XXXX, using my Ally Bank debit card through XXXX. The flight was canceled within the refund window, but I did not receive a refund. 

I submitted a dispute to Ally Bank ( XXXX # XXXX ), but they denied it, citing XXXX 's involvement as the reason. However, my Ally account was the funding source, and Ally should have assisted in resolving the dispute. 

I followed up, and the case was escalated to Executive Customer Relations ( Case # XXXX ). I was promised a response within XXXX business days, but as of today, XX/XX/XXXX, I have received no communication or resolution. 

I am owed {$1000.00}, and I am seeking {$15000.00} in damages due to financial loss, emotional distress, and Allys negligent handling of my case. If this matter is not resolved by XX/XX/XXXX, I will file a lawsuit in the XXXX  XXXX XXXX. 

Allys lack of follow-through on an escalated case and complete silence are unacceptable, even if XXXX was used to process the payment. 
-- -- the official email I sent to the bank : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date : XX/XX/XXXX To : Ally Bank Dispute Resolution Team XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX RE : Final Demand for Refund and Compensation? Total Claim : {$16000.00} Dear Ally Bank Dispute Resolution Team, I am writing to issue a final formal demand for reimbursement and compensation related to Case # XXXX, a mishandled dispute involving a transaction made through your institution. Your consistent failure to investigate the claim properly has caused me substantial financial hardship, emotional distress, and the loss of dozens of hours in correspondence and resolution attempts. 
On XX/XX/XXXX, I purchased a flight through XXXX, processed by XXXX XXXX XXXX XXXX on the XXXX platform, in the amount of GBP XXXX ( approx. {$1500.00} ). I canceled the ticket on XX/XX/XXXX, well within the window of XXXX? XXXX full refund policy. Despite complying with all terms, I received only a partial refund of GBP XXXX on XX/XX/XXXX. 
I filed a dispute with Ally Bank on XX/XX/XXXX, and promptly submitted all required documentation. Your initial response failed to address the nature of the dispute? it was not about authorization, but about non-receipt of service. You advised me to contact XXXX, who then confirmed in writing that you, as the card issuer, bear responsibility for this refund. Despite that, you closed the case without resolution. 
Here is a timeline of my efforts :? XX/XX/XXXX : Filed dispute with Ally Bank. Received confirmation email. 
? XX/XX/XXXX? XX/XX/XXXX : Submitted and re-submitted documentation, received multiple generic responses. 
? XX/XX/XXXX : Contacted XXXX, who clearly stated Ally is the responsible party. 
? XXXX? XX/XX/XXXX : Repeated communications with Trip.com/MyTrip.com ( attached screenshots ), each time deflecting responsibility to the airline. 
? XX/XX/XXXX : Contacted the airline directly, who clarified that XXXX is solely responsible for the refund. 
? XXXX estimated time lost : over XXXX hours across emails, phone calls, documentation, and dispute resolution. 

I am now demanding the following : XXXX. Refund of the outstanding amount : GBP XXXX ( approx. {$1000.00} ) XXXX. Compensation for negligence, lost time, financial disruption, and emotional distress : {$15000.00} Total Claim : {$16000.00} Under Georgia law, I am entitled to seek up to {$15000.00} in damages in Magistrate Court for harm caused by negligent handling of financial claims. My demand for compensation is well within the legal limit and reflects the real impact of your mishandling, including stress, emotional hardship, and loss of time and productivity. 
This amount is not negotiable. I will not accept a partial settlement. If this matter is not resolved in full within XXXX ( XXXX ) business days, I will file suit in Georgia XXXX XXXX, seeking the full amount plus legal fees and court costs. 

?? Attached Supporting Documents :? Call history with Ally Bank and XXXX? Confirmation emails from Ally Bank ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX )? Confirmation from XXXX stating Ally is responsible ( XX/XX/XXXX )? Screenshots of multiple conversations with MyTrip.com customer service? Original transaction receipt? Partial refund confirmation? Email from airline confirming XXXX is responsible for refund I urge you to treat this matter with the seriousness it warrants. You have had more than enough opportunity to resolve this dispute appropriately. This is your final opportunity to avoid litigation. 
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