Consumer complaint received 2025-03-06 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: NJ

Complaint narrative:
Hello, I am reaching out to formally file a complaint regarding a duplicate charge of {$750.00} by XXXX, which has not been properly handled by Ally Bank despite my previous dispute. I am seeking your assistance in addressing this matter, as I believe XXXX 's actions are misleading, and Ally Bank has not conducted a proper investigation into the situation. 

Details of the Dispute : - XX/XX/XXXX : XXXX withdrew {$750.00} from my Ally Bank card ending in XXXX, without my prior knowledge or approval of the charge. 

- XX/XX/XXXX : I immediately contacted Ally Bank to report the charge and requested clarification regarding the transaction. 

- XX/XX/XXXX : Ally Bank issued a provisional credit of {$750.00} to my account, pending investigation of the charge. 

- XX/XX/XXXX : I made a separate, authorized payment of {$310.00} to XXXX, using a different card ending in XXXX, for the same service. This payment was fully authorized by me and separate from the earlier charge. 

- XX/XX/XXXX : Despite the previous provisional credit, Ally Bank reversed the dispute and charged me the same {$750.00} amount again to my card ending in XXXX, resulting in a duplicate payment for the exact same service. 

XXXX XXXX : - XXXX  only allows XXXX purchase of their plan per account, so it is impossible for me to have been charged twice for the same service. 

- This is a clear case of double billing that was never authorized. 

XXXX XXXX has misled Ally Bank by claiming that I approved the charge, yet they have failed to provide sufficient proof of my explicit consent. This is the very reason I initiated the dispute on XX/XX/XXXX. 

- Had Ally Bank conducted a thorough investigation specifically reviewing the fact that XXXX separate cards were used for different payments the duplicate billing would have been immediately apparent. 

The charge applied on XX/XX/XXXX, is merely a reversal of the previous provisional credit, and I should not be held responsible for paying twice for the same service. I believe Ally Bank failed to properly investigate the situation, and I am requesting your assistance in resolving this issue. 

Request for Assistance : I respectfully request that the Consumer Financial Protection Bureau assist me in the following : XXXX. Investigating the duplicate charge of {$750.00} and assisting in obtaining a refund for the charge made on XX/XX/XXXX, as it was a duplicate charge for the same service. 

XXXX. Ensuring that Ally Bank properly challenges XXXX false claims and conducts a more thorough investigation into this dispute. 

XXXX. Holding XXXX accountable for their misleading practices and ensuring that future duplicate charges do not occur. 

Supporting Documentation : I have attached the following documentation to support my claims : - Proof of the original {$750.00} charge made by XXXX on XX/XX/XXXX, charged to my card ending in XXXX. 

- Proof of the authorized payment of {$310.00} I made to XXXX on XX/XX/XXXX, charged to my card ending in XXXX. 

- Proof of the duplicate charge of {$750.00} made on XX/XX/XXXX, charged again to my card ending in XXXX, showing that it is the same charge as the original. 

I respectfully request that the CFPB investigate this matter and assist in ensuring that my money is refunded and that this issue is resolved fairly. If this issue is not addressed satisfactorily by Ally Bank, I would appreciate your help in escalating the situation and ensuring that proper steps are taken to correct the issue. 

Thank you for your time and attention to this matter. I look forward to your assistance in resolving this dispute.

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