Consumer complaint received 2026-06-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
I am XXXX XXXX XXXX. I recently sold my house to move to where my daughter lives so she can help me. She has had a durable power of attorney that is notarized since XXXX. The proceeds from the sale of my house were wired into my Ally Bank account. I changed my address to the new address with Ally bank and added a new phone number. I need to access these funds because I am building a small house beside my daughter 's house. I need to pay contractors with the funds to build the new house. Starting on XX/XX/XXXX, Ally Bank has put holds on my account every time I try to make a withdrawal to pay the contractors that are building my house. Each time I have called to verify that it is me who is trying to get the money and that it is not fraudulent. I have verified their security questions each time. At some point they opened a fraud investigation and froze my account. I don't remember the exact date and I can't look it up because they have blocked me out from logging into my online account. The following dates are the times I have contacted Ally to try to get this resolved : XX/XX/XXXX call XXXX XXXX Then they hung up on me and I called back XX/XX/XXXX call XXXX XXXX XX/XX/XXXX call XXXX XXXX XX/XX/XXXX call XXXX XXXX XX/XX/XXXX call XXXX XXXX XX/XX/XXXX call XXXX XXXX Then they hung up on me and I called back XX/XX/XXXX call XXXXXXXX XXXX XX/XX/XXXX call XXXXXXXX XXXX XX/XX/XXXX call XXXX XXXX XX/XX/XXXX call XXXX XXXX Then they hung up on me and I called back XX/XX/XXXX call XXXXXXXX XXXX They told me the problem should be resolved by Tuesday XX/XX/XXXX XX/XX/XXXX called XXXXXXXX XXXX I have an account with XXXX XXXX XXXX that has been linked with my Ally account for many years. I have transferred funds online between the two accounts many times. Ally took that account off as a linked account. During this very stressful process my daughter has helped me at my request. I had a XXXX XXXX, in part due to this stress, and I was hospitalized from XX/XX/XXXX- XX/XX/XXXX. I can provide these medical records if necessary. I have told Ally this on several calls and have begged them to help me get this resolved. I have asked if they could tell me specifically what fraud they are investigating, what they need from me to resolve this situation, and when I can expect this to be resolved. They have not provided me with an answer at all any time I have asked these questions. My daughter has talked to them on several occasions at my request while I was with her. We have asked to speak to the investigator and they have refused every time. We have asked the name of the investigator and they have refused to give us a name every time. We have asked to talk to their legal department and they have refused to connect us or provide a phone number. They just keep saying that they can not give me any information while it is still under investigation. This is one of the most stressful situations I have ever had to deal with. I'm worried that the stress is going to cause another XXXX XXXX. I just need to be able to access my money so my contractors can finish my house and I can finally be settled. All I want is my own money, nothing more. I am XXXX XXXX XXXX with a XXXX XXXX and I'm not sure I can survive any more stress. Please help me resolve this as quickly as possible.

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