Consumer complaint received 2024-08-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
On XXXX XXXX  I had my autopay mortgage sent for my mortgage as has been the case for many years. 
I was notified by Ally Bank that due to insufficient funds the payment would not be made. I quickly transferred funds between accounts and resubmitted my mortgage payment on XX/XX/XXXX. 
I contacted my bank and the payment was received. 
On XX/XX/XXXX, Ally bank on its own behalf went ahead and sent a second mortgage payment without my authorization. I notified them and began the dispute process. I ironically emailed the bank on XX/XX/XXXX. 
After several calls to Ally, before the dispute had been finalized, I was told that the funds had been electronically sent and could not be returned. As the two payments, mine on XX/XX/XXXX covering the XX/XX/XXXX payment, and second the payment Ally sent on its own behalf on XXXX had both been deducted from my account- paying my mortgage two times in one month- which I can not afford to do at this time.

So After my last call with Ally I called my mortgage company to see what they could do- and while on hold I noticed Ally replaced the funds in my account. I apologized to my mortgage company.and thought the problem had been solved. 
However, these funds for the second unauthorized made by Ally were only temporarily restored while the dispute was being considered. 
Finally Ally responds to my dispute and basically said I was disputing the XX/XX/XXXX payment ( which I never was ) and that they were remitting this second Payment by XX/XX/XXXX. 
Suddenly the payment Ally had shown in my account on XX/XX/XXXX had disappeared in my statement! 
I responded to the dispute that the dispute was over the XX/XX/XXXX payment they made ( the second payment ) and how did they mix this up with the XX/XX/XXXX payment that I made which was covering the XX/XX/XXXX payment that was not covered. 
With all the frustration I transferred all funds to a new bank and left XXXX in the checking account at ally. 
They went ahead and STILL submitted this second payment- overdrawing my XXXX which now reflects at my mortgage company as a Principal Payment. 
So now, my Ally account is over drawn- I was closing the account but still left XXXX. They took the XXXX, paid my mortgage company a payment I did not request nor can I afford. And now its all confused. Basically I was robbed by Ally Bank, I do not know what they did, nor how this mistake occurred. I can not afford to make two mortgage payments in one month at this time- nor did I request such. Had the bank made some sort of an error in which they automatically resubmitted the already paid money, they should have just returned the second payment back. I really do not know what happened here But, I did not request my mortgage to be made two times in one month. And I am not sure what part of this is misunderstood but they lost a customer. And Ally is going to need to fix it. And I think, imagine if my mortgage were much higher, its not so much the money as it is the blatant misuse and stealing that occurred. Please message me with any clarifying questions. I want this issue resolved.

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