Consumer complaint received 2024-02-20 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: CO

Complaint narrative:
Ally has repeatedly been stealing funds from my account. My available credit is a whole dollar amount and hasn't ever been " cents ''. Most of my purchases that have cents are totaled out to the next dollar amount and the change is never reimbursed ... This has been going on since opening the card. I have over XXXX transactions that I simply lost the change. Ally secretly hides my money somewhere and deducts it all from my available balance. This is A CONTINUOUS ISSUE THAT NEEDS TO BE FIXED. I've added up all of the transactions in my account and according to my calculator, Ally has stolen over {$1200.00} in " CHANGE '' from my account. I applied for this card in XX/XX/XXXX and was approved via XXXX XXXX for {$2000.00}. The card arrived, I read the card member agreement and started using it for purchases. In XX/XX/XXXX, there was a charge for a flight with XXXX in the amount of {$350.00} ( 2 ) and XXXX in XXXX XXXX ( 2 ) {$19.00}. I called Ally and tried to dispute these charges because I in fact never took those flights. I HAVE A LATE PAYMENT FOR XX/XX/XXXX BECAUSE ALLY DIDN'T ALLOW ME TO DISPUTE! I spoke to them on the phone for HOURS! They never even DOCUMENTED THE ACCOUNT!!!!!!!!!!! The flights were canceled by the airline. I was told that I was refunded the money by the merchant and they aren't holding any authorizations or monies on my account and that a dispute form would need to be submitted via mail and to attach the itinerary to the forms. I also emailed the forms in to the address they provided. Less than XXXX days later, I received a letter stating the dispute was closed and no further investigation would be needed. That's completely against FCRA Under the Fair Credit Billing Act ( FCBA ), consumers have 60 days from when the billing statement was sent to file a dispute for unauthorized or fraudulent charges. I no longer have that luxury to dispute anything. I've paid on this card twice a month and still have payments due within the same month. They aren't properly doing ANYTHING legal with their billing department. Representatives give false statements that aren't in line with the cardmember agreement and according to ( Employee ID XXXX XXXX XXXX there is a new cardmember agreement that has been released to new Ally Credit Card customers with updates on their policies but I never signed anything or received anything. Now, my payments are all subject to a 10 day hold, any deposits for hotels or incidentals for 10 days. My cardmember agreement states 5-7 day holds and all payments will be credited to accounts within 1-2 business days. I feel that I'm now being discriminated against for a failed payment that was made but I also have an email from XX/XX/XXXX that states customers will NOT be penalized for a returned credit card payment. I'm not understanding the philosophy of this company. 

XXXX XXXX I paid XXXX on my Ally credit card which was held for 7 days, not 10 how their NEW policy states. Another way they are frequently monitoring everyone 's account by hand and locking them when they deem necessary. I have used the card graciously but I also discovered the " cents '' dispute. I contacted Ally about multiple transactions from Enterprise Car Rental that was NOT supposed to post on the account, it sits there and I have to pay DOUBLE because Ally didn't " receive '' a refund. Untrue. I've spoken with Enterprise ACCOUNTING AND GOT A FULL DETAILED REPORT OF THE REFUND! Ally DISHONORED IT!!!!! XXXX XXXX  XXXX swiped my card for an incidental room deposit on XX/XX/XXXX and not only did I check out the next day, I went to another hotel, had to get a refund and it was NEVER HELD. ALLY HELD XXXX XXXX  DEPOSIT FOR 10 DAYS BECAUSE THEY WANTED TO. I spoke with a representative, XXXX, who told me that she didn't know WHY the hold was still on my account and that their policy was 5-7 days. The NEXT representative told me something completely opposite. Told me about an authorization code being sent and XXXX never collecting. Spoke with XXXX, the {$50.00} was credited back on XX/XX/XXXX and was NOT responsible for the transaction still pending. Strange how they placed my credit line over the limit and a hold on my account. During this time, I noticed that my available credit changed by {$1.00}. I lost another {$1.00} by not using the card. 
Now, I'm sent over to a supervisor everytime I get to call them and they don't know what policy they are actually following. No one gives a straight answer and I've already read my cardmember agreement and NOTHING they do has been in accordance with it.

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