Consumer complaint received 2026-03-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: SC

Complaint narrative:
Issue : Restricted access to funds, misrepresentation of account changes, and refusal to escalate complaint. I am filing this complaint regarding the handling of my checking account and the actions taken by representatives of my bank which resulted in restricted access to my funds, misrepresentation of account terms, and refusal to escalate the matter when requested. The situation began when I noticed a {$0.00} deposit labeled XXXX XXXX Account Check in my checking account. Because I did not recognize this transaction and was concerned it could lead to an unauthorized withdrawal, I proactively contacted the bank to report it. The representative informed me that my account and routing number may have been compromised and advised that the appropriate solution would be to close the existing checking account and open a new one, while also resetting my online banking password to prevent restrictions. While the representative was processing this request, I was suddenly informed that my account had already become restricted, and he was unable to complete the process. I was told I would receive an email with further instructions. Later that day I received an email instructing me to call back and provide a reference number. When I called, another representative assisted me by : Opening a new checking account Disputing the suspicious {$0.00} deposit Moving my debit card to the new checking account During this call, the representative explicitly assured me that everything about the account would remain the same, including all features and functionality, and that the only change would be the account number. However, the very next day my XXXX autopay payment of {$96.00} was declined, despite the fact that my account historically included XXXX overdraft protection with a {$250.00} limit. When I contacted the bank again, I was informed that the new account did not include the same overdraft protection, and that the limit had been reduced to {$100.00}. After further discussion, the representative acknowledged that my previous account indeed had a {$250.00} XXXX limit, but stated that the new account did not have the same feature. This directly contradicts the assurances given to me during the account conversion process. At the time : I had {$6.00} in the newly opened account I had {$86.00} remaining in the previous account, which the bank had initiated closing Despite these funds belonging to me, I was told the bank could not transfer the funds from the previous account because it had been restricted due to the dispute involving the XXXX deposit. This left me temporarily unable to pay my phone bill even though the bank still held my funds. When I asked to speak with a manager regarding this issue, I was explicitly told no, and my request for escalation was refused. Eventually, after further discussion, the representative moved the funds so that my phone payment could proceed, but the broader issue remains unresolved. Throughout this entire process : I was repeatedly given incorrect or conflicting information Representatives repeatedly apologized for misinformation I was told I must wait 10 business days for resolution despite the issue being caused by the banks own actions My request to escalate the matter to a supervisor was denied This situation arose only because I proactively attempted to protect my account by reporting a suspicious transaction. Instead of being assisted, my account access was disrupted and I was placed in a worse position than before. I am requesting the following : A formal explanation of why my account was restricted and why my funds were temporarily inaccessible. Restoration of the same account features and protections that existed prior to the banks intervention, including the {$250.00} XXXX overdraft protection. Clarification of why representatives assured me that my account features would remain identical when they did not. Confirmation that my account will not be subject to further disruptions as a result of this incident. A review of the banks refusal to escalate my complaint when I requested to speak with a supervisor. Consumers should not lose access to their funds or account features after responsibly reporting a suspicious transaction. I am requesting that this matter be formally reviewed and 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