Consumer complaint received 2025-01-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: ALLY FINANCIAL INC.
State: MO

Complaint narrative:
On XX/XX/XXXX I opened a dispute/fraud claim against a charge on my Ally credit card labeled XXXX XXXX XXXX for the amount of XXXX. This dispute was closed on XX/XX/XXXX despite uploading their requested documentation on XX/XX/XXXX using their online message center as directed. On XX/XX/XXXX, I uploading additional supporting details ( XXXX  cardholder policy and the itemized bill ) to support my claims of unauthorized use and fraud ). Unaware that my dispute was unjustly closed, I called on XX/XX/XXXX to obtain updates. During this time, I was made aware that my case was closed and needed to be reopened in the form of a letter. My case has now been reopened since XX/XX/XXXX. 

My issues with Ally are the following : 1. ) They allowed a transaction of {$2700.00} to go through despite it being inconsistent with my lump sum spending patterns. They failed to protect me from fraud despite having a process in place for it. 

2. ) they allowed this charge to go through despite the transaction being out of state and from a company in which I have never used my Ally card for. 

3. ) they have been given the following concrete evidence and still continue to hold it up in dispute : XXXX cardholder policy states that the card may only be used by an authorized signer to that bank. XXXX XXXX is the XXXX  account holder and is NOT an authorized signer to my Ally card. Ally has been given documents proving this ( XXXX  policy and the bill ). 

Ally was also made aware in a detailed and itemized letter I sent that 22 charges were fraudulent on the XXXX bill and totaled to an amount of {$2200.00}. Though the charges were fraudulent, even if they were not, they still were not to my name, but applied to my card anyway. Ally still insists that this needs further investigation. 

4. ) Ally was given documents pertaining to XXXX history of casino fraud. In addition to one of the employees in the dispute department attesting to their persistent issues with XXXX. 

5 ) This dispute has been ongoing for 2 months. They have had more than enough information to make the appropriate decision, yet they hold you up hoping that you miss a letter thats mailed and delayed and drop the dispute just to make you start over again. 

6. ) XXXX XXXX XXXX  refuses to acknowledge or properly investgate fraud and defers fraud resolution to Ally. Ally defers back to XXXX for investigation. This cycle does not protect me, the consumer. Ally has not honored me throughout this process and should get rid of these charges as its inevitably going to be circular until they remedy this. 

7. ) Ally feels that this can not be treated as fraud because I authorized a one-time {$2.00} payment. However, the card was not only removed immediately, but still not authorized for XXXX nor XXXX thereafter. 

I would like for Ally to be held accountable and made to clear this charge from my account.

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