Consumer complaint received 2026-06-08 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: ALLY FINANCIAL INC.
State: MA

Complaint narrative:
On XX/XX/XXXX, I initiated a call to inquire about an alarming issue : my money transfer was unexpectedly canceled, and my transfer account had been suspended. Concerned about the situation, I reached out to my bank to understand why all of my linked external accounts associated with my Ally Bank account were affected. The representative explained that the suspension occurred because my name was not listed on two external accounts that are solely in my wife 's name. While we do have a joint account with Ally Bank in both our names and linked to all our information, this situation still caused significant confusion. Before this incident, linking my wife 's XXXX account as an external account had never been a problemI could manage those transfers seamlessly through my online profile. However, when I attempted to add her XXXX XXXX account as a new external account, it triggered the suspension of all accounts linked to my Ally Bank profile. The reason given was that I lacked the necessary authorization to perform this action, and they advised that I must set up my own account with Ally Bank for any transactions involving my accounts to proceed. On either XX/XX/XXXX or XXXX, a representative opened a support ticket and assured me they would resolve the issue within 1 to 2 business days. I was hopeful, but when I followed up on XX/XX/XXXX, I received no updates or answers regarding the status of my ticket. Feeling increasingly concerned, I called again on XX/XX/XXXX, yet still, no new information emerged. After reaching out once more on XX/XX/XXXX, I was informed that they would reopen my ticket, with yet another promise of resolution within one to two business days. Following up on XX/XX/XXXX, I reached out again and repeated my inquiries on Friday, likely the XXXX of XXXX, during which I spoke to multiple representatives. Frustrated by the lack of progress, I called again today, XX/XX/XXXX, and got the same answer and another open ticket. During each of these interactions, I was consistently reassured that my issue was being escalated, and a ticket would be sent to the back office for review. I was told that someone would contact me promptly to provide an update. However, despite these repeated assuranceseach time I called back to seek clarity on the situationI received only the same frustratingly identical responses, indicating that a representative would reach out within one to two business days. As the weeks dragged on, it became painfully clear to me that I was caught in a loop of unfulfilled promises and vague timelines. I expressed to each representative my urgent need for a genuine resolution and my desire to be kept promptly informed of the progress of my case. Additionally, I made specific requests to escalate the matter by asking to speak with a supervisor or to establish direct communication with the back-office team, the same entity they routinely put me on hold to contact. Unfortunately, my requests were repeatedly denied, with the representatives merely reciting their previous scripted response : We will contact you in one to two business days. During our conversations, I conveyed my concerns about the apparent lack of urgency. I pointed out that my issue had been unresolved for several weeks and inquired whether, should it remain unresolved, I might finally have the opportunity to speak directly with the back office during my next follow-up. The response I received was quite vague : " We'll see what they say, and we will figure it out from there. '' This left me feeling even more frustrated, especially after highlighting that I had now been subjected to a three-week cycle of the same disappointing narrativebeing told that someone would certainly get back to me, yet witnessing no actual change or progress. Despite my constant efforts and commitment to resolving this matter, I am repeatedly met with the same unsatisfactory responses, reinforcing the notion that I should expect to hear back from them within one to two business days. The ongoing lack of progress, communication, and transparency in addressing my issue has left me both frustrated and disheartened.

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