Consumer complaint received 2025-10-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: ALLY FINANCIAL INC.
State: WY

Complaint narrative:
I can not transfer money into my Ally Bank account from my linked external XXXX XXXX  account. Every attempt to initiate an ACH transfer fails with an error saying the account is already added but can not be used. Since Ally has no physical branches and its customer service model provides no way to reach anyone accountable, this restriction makes the account unusable.

When I click Transfer in Allys system, my XXXX account does not appear as an available source. If I try to add it again, the system says the account is already linked but it never shows up as an option to actually use. In other words, Allys system acknowledges the connection but refuses to let me initiate a transfer from it. 

Their representatives use only first names, have no direct extensions, and read scripted responses from call centers with no authority or follow-up. Even when cases are escalated to Executive Customer Relations, the process is opaque and unaccountablethey assign arbitrary tracking numbers, sign letters with first names only, and prevent customers from speaking with the people supposedly handling their cases. The result is a system designed to simulate responsiveness while preventing resolution. 

I filed a prior CFPB complaint ( XXXX XXXX. XXXX ) about this same issue. Ally closed that case by falsely claiming they resolved it by opting me out of XXXX. I was not trying to use XXXX to transfer money, and that was never the issue. I have never used, attempted to use, or requested to use XXXX. The only reason XXXX is mentioned at all is because Ally appears to have some internal linkage between XXXX and my account record that they must manually remove to correct the transfer restriction. 

My complaint has always been about Ally blocking bank-to-bank ACH transfers into my account. Importantly, Ally is not blocking all external depositsthird-party ACH credits such as insurance company payments still go through. The restriction applies only to customer-initiated transfers from other banks, proving this is an internal policy limitation rather than a technical error. Because Ally blocks electronic transfers and imposes mobile-deposit limits, even legitimate large checks ( such as a {$15000.00} payment ) can not be deposited. With no physical branches, I have no secure or timely way to fund my account, and I had to mail a {$15000.00} insurance check from XXXX  to XXXX  and pray it did not get lost in the mail while I waited for a XXXX or XXXX for it to clear my account.

In Allys XX/XX/year> response to the CFPB, they admitted my XXXX and external ACH transfer capabilities were suspended but falsely claimed those restrictions were later removed. That is untruemy screenshot ( attached ) shows the restriction still exists. 

This constitutes a willful misrepresentation to the CFPB and an ongoing denial of full account functionality. I am requesting that the CFPB reopen review and require Ally to explain, in writing, why customer-initiated ACH transfers remain blocked and when full functionality will be restored.

Finally, I respectfully request that the CFPB not accept Allys response at face value or close this case based solely on their representation, but verify that their response actually addresses the concerns at hand before marking the case resolved. I would also like Ally to assign a real personsomeone with a full name, direct phone number, and accountabilityto handle this issue. A bank account that can not receive deposits from its owner is worthless. I should not be trapped in an endless loop of first names, case numbers, and scripted replies from people who have no idea what the issue even is. They know my name, my Social Security number, and my balance, yet I can not get a last name or a phone number in return. Its completely unacceptable.

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