Consumer complaint received 2024-11-03 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: IL

Complaint narrative:
On XX/XX/24, I called Ally Bank and said " I am a victim of identity theft and a money laundering scheme and I want my accounts frozen ''. I was given case # XXXX and it was explained by the representative that my accounts would remain frozen and I would have to call in to make any transactions on my accounts. Also, Case # XXXX was added by the same representative at that time for additional security. 

Were those notes/ message placed on my account for any representative to see - as a warning? Apparently not- as Ally Bank has not protected my accounts nor my funds from fraud. 

On XX/XX/24, the fraudsters, who are on my computer, asked me to transfer {$9400.00} from savings to spending. When I called in, since I was previously told just XXXX days earlier that no transactions would be allowed - only the specific one that I requested when calling in - that representative unfroze my accounts against my knowledge or authorization. 

On XX/XX/24, the first fraudulent wire was sent - and verified by the wire department - even thought there should have been a message on the account the " I am a victim of identity theft and a money laundering scheme and I want my accounts frozen ''. I did not initiate the wire, request the wire, submit the wire form or whatever one does ( I've never done a wire ever ) I didn't even know the name of the bank. The fraudsters were on my computer doing everything and then would call and tell me exactly what to say to 'verify ' the wire. When one doesn't know what the name of the bank is - no suspicious activity there? I was told that I could not talk to anyone about this as the was an inside job with Ally Bank and the investigation would consider me to be a XXXX party if I was on my accounts. They locked my screen for days and threatened me with repeated messages to not talk to anyone. That would include the wire department when they called to verify the wire- as I believed they were the culprits. I was under increasing duress with each wire. On XX/XX/24, I called Ally Bank asking for the Fraud Department. When I was finally transferred to XXXX in the Fraud Department she wouldn't talk to me because I had my boss sitting with me at my desk ( 3rd party ). XXXX continued to say that there was a 3rd party and I said several times, " I have fraud on my account ''. XXXX hung up the phone- apparently without making any notes on my account or doing anything to protect my funds- as already XXXX had been fraudulently wired out. 

The fraudsters created and submitted the XXXX wire in the morning of XX/XX/24 - and called me to tell me what to sat when the wire department called. I received a phone call from someone at Ally Bank ( maybe wire department ) asking if I had made a transfer of XXXX from spending to savings. I said, " Uhhh, I will have to call you back '' as the fraudsters had done this. Remember, my computer is locked and I am repeatedly told to not say anything because this is an inside job - only the XXXX XXXX of these - and the other XXXX were people from Ally doing this. I did not call back and did not authorize the transfer of XXXX between accounts. When this last wire didn't go - I was told that i had to call Ally and find out why. No sign of suspicious or unusual activity there. What was the wire department looking for - but apparently there was no notes on my account from my initial message on XX/XX/24 " I am the victim of identity theft and a money laundering scheme and want my accounts frozen ''. Then another person called an asked if I use an XXXX and XXXX computer. I said yes - as the fraudsters were on my devices committing these fraudulent transactions. No suspicious or unusual activity when my funds are now wiped out in the matter of 3 days - and NO XXXX from Ally Bank thinks any of this is fraudulent. I have called XXXX times to Ally Bank and have been lied to by XXXX XXXX XXXX XXXX and XXXX from the XXXX team told me on XX/XX/24 that she had good news after all of the bad news that I would be getting my funds back with interest by the end of next week ( XX/XX/XXXX ). 
Ally Bank must not have put any phone message notes on any of my accounts- because how could this been missed by the wire department, the fraud department ( XXXX ) and the front line employees who took my calls? Ally Bank does not train their employees - since no one asked me if there was fraud on my account, why I didn't know the name of the Bank on the first wire, why I never authorized the XXXX transfer on XX/XX/24. Ally Bank does not review the numerous phone calls of me stating what happened as I was threatened by the fraudsters repeatedly told I couldn't talk to anyone because it was an inside job. If I said anything l would considered the 3rd party and my computer was locked by them. I was under great duress and no one from Ally Bank asked a single qualifying question - especially with the XXXX wire when it took most of the day to send. Is not someone calling in asking why the wire not having been sent a red flag? 
On XX/XX/24, I called in to ask about the complaint that was supposedly still open and XXXX in the Fraud Prevention Department lied to me and said that my case was basically closed - and there wasn't a supervisor available. With intense pushback from me- if you had reviewed any of the recorded phone calls from XX/XX/24 - you would know full story. Ally Bank has XXXX XXXX XXXX because XXXX, XXXX, and XXXX said that wires were authorized. XXXX XXXX the Investigator has never returned my phone requests- yet a 'comprehensive " review has been done? Only completed with a goal in mind - XXXX Fraud Liability. However, XXXX from the escalation team said that there was fraud on my account- just not wire fraud. What is the fraud then? I want the truth- as Ally Bank has untrained, incompetent employees in several departments that have repeatedly lied and covered up the truth - only cherry picking XXXX phone calls for 'wire verification '. 

Remember, 'we are all better off with an ally '. I used to believe that but now worry how I will lose the remaining high XXXX figure funds still with Ally Bank.

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