Consumer complaint received 2024-06-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: ALLY FINANCIAL INC.
State: NC

Complaint narrative:
My credit balance refund from Ally in the amount of {$7600.00} was never sent to me. Instead Ally stated they refunded it to a bank that is not mine. 

I am not receiving responses from Ally 's leadership. 

On XX/XX/year>, I received a hard copy letter from Ally Financial stating " We have received your request for a credit balance refund, and a credit check will be forwarded to you upon verification of the correct dollar amount. '' However, to my surprise and concern when I reached out for the third time on XX/XX/year> to receive an update regarding status of check ( since it had been over 30 days ), the refund was instead issued/ '' refunded to a bank, that is not the bank that I hold an account with nor the bank that initially deposited/sent the money to my Ally credit card account. 

This error has caused me significant inconvenience, and I am now left without access to the funds that were supposed to be returned to me, as well as I am paying interest on this money that I have not received. I was told on XX/XX/year>, by a supervisor that someone would get back to me in XXXX weeks. I shared with the supervisor that it was not acceptable to hear back from someone in XXXX weeks due to the large amount of money missing. I then requested someone call me the next day, XX/XX/year>, which they said they would. I decided to call again today, XX/XX/year>, to ensure that this matter would be addressed immediately, and I spoke with another supervisor and asked to speak with a XXXX. The supervisor said she could only submit a request to her XXXX to call me within XXXX business days. 

I then took it upon myself to email XXXX Financial Officers of Ally. These were people who oversee finances in some form ( XXXX, XXXX, XXXX, XXXX, XXXX, XXXX ). 

The in turn forwarded my matter to XXXX Customer Relations ( ECR ). A person named XXXX in XXXX emailed me sharing that this matter would be taken care of. XXXX said, We are in receipt of your email correspondence addressed to our executives. XXXX XXXX XXXX represents the offices of our executives. We have engaged the proper teams for investigation, and we will respond in writing as soon as possible with a resolution. We regret any inconvenience this matter may have caused you.

This is unacceptable. Again, the amount of money missing should be addressed and handled urgently. I do not feel anyone has taken my concerns seriously and with urgency. I requested their immediate attention to rectify this issue and ensure that my credit balance is refunded to me directly, as originally promised in their letter mailed to my attention.

I requested in email that the following be addressed, but no update has been provided : 1. Investigate the cause of this error and provide me with a detailed explanation.

2. Arrange for the correct processing of my refund to be issued directly to me without further delay. 
XXXX. Inform me of the measures taken to prevent such errors in the future.

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