Consumer complaint received 2025-04-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: ALLY FINANCIAL INC.
State: KY

Complaint narrative:
My father died XX/XX/XXXX. My stepmother passed on XX/XX/XXXX. They had a savings account at Ally that is now being disbursed to the beneficiaries. All my siblings have received their distributions. However, my share is being held without a valid reason. 

On XX/XX/XXXX, I contacted Ally ( as instructed by the Estate Administrator ) and talked to XXXX. He collected the required information that all beneficiaries were providing to authorize a disbursement of their share of the account. I also asked XXXX to change my address from XXXX XXXX XXXX, XXXX, Ky to XXXX XXXX XXXX XXXX, XXXX, KY XXXX. He acknowledged the request and told me he would process my disbursement. He did not ask for any verification of my new address or any additional information that was not supplied by my siblings when they called Ally. My siblings all received their disbursements by XX/XX/XXXX. 

On XX/XX/XXXX, Ally mailed me a letter ( via bulk mail ) to my new address that did not arrive until XX/XX/XXXX. The letter requested that I call Ally ( they have my phone number but they did not call me ) to speak about the estate. I called on XX/XX/XXXX and talked to XXXX. She explained that Ally could not verify my new address in public records and that I needed to fax a copy of my driver 's license to Ally. She also stated that it would take 1 day to process the fax and that I would receive my distribution within 7 - 10 days. ( Apparently, Ally is sending $ XXXX checks via bulk mail. ) Beginning XX/XX/XXXX, I sent a daily fax to Ally with additional information to verify my new address : 1 ) Driver 's license ( issued XX/XX/XXXX ) & a USPS letter verifying that my address changed from XXXX XXXX to XXXXXXXX XXXX on XX/XX/XXXX 2 ) Deed for the house I purchased ( recorded XX/XX/XXXX in XXXX XXXX, KY ) and a cable TV invoice 3 ) Two utilities bills from my XXXXXXXX XXXX that reflect my new address in XXXX 4 ) Two XXXX utility bills that reflect my service in XXXX started in XX/XX/XXXX 5 ) Correspondence from 2 other banks that reflect my new address ( one is dated XX/XX/XXXX and the other is dated XX/XX/XXXX 6 ) A newspaper subscription notice dated XX/XX/XXXX and a notice from UPS with my new address 7 ) Mailings from 2 nonprofits ( XXXX XXXX and XXXX ) with my new address 8 ) Mailings from 2 catalogs ( where I have never made a purchase ) with my new address 9 ) A notice from the XXXXXXXX XXXX XXXXXXXX, XXXX, and XXXX XXXX magazine with my new address 10 ) Two more advertisers who have my new address 11 ) Two additional utility bills that indicate my service in XXXX started in XX/XX/XXXX and a copy of the transmission report from the XX/XX/XXXX fax, including another copy of my driver 's license and the USPS address change letter 12 ) A copy of the successful fax transmission reports for XXXX & XX/XX/XXXX, including additional copies of my deed recorded XX/XX/XXXX, the cable TV bill, my driver 's license, and the USPS letter, plus 2 new catalog covers On XX/XX/XXXX, I called Ally for the third time and talked to XXXX. He put me on hold 3 times, to study my account, to talk to the " front office '', and to verify that my disbursement would be expedited and I would not be charged the {$15.00} fee. The check would be processed in 1 - 2 days and I would receive it 1-2 days later. I also sent an additional fax with another copy of my driver 's license, the USPS letter, the recorded deed, and the cable TV invoice. 

No check arrived, so I called the 4th time on XX/XX/XXXX and talked to XXXX. She indicated that my check would be cut on XX/XX/XXXX and I would receive it 1-2 days after XX/XX/XXXX. This is basically the same thing XXXX told me on XX/XX/XXXX. If I receive that check next week, I will send an update to this complaint. But I am very concerned that I am not the only customer/beneficiary who is not receiving disbursements from Ally. 

I have attached all the faxes with supporting documentation that I sent to Ally, plus a copy of my voter registration that was completed XX/XX/XXXX. There are plenty of public documents to verify my new address. I will notify CPFB if the check arrives XX/XX/XXXX, but the complaint stands. They have held my share for a month without a valid reason.

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