Consumer complaint received 2025-02-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
I was locked out of my own funds for about 10 days due to Allys system falsely flagging transactions as suspicious. Despite repeated attempts to resolve the issue, Ally provided conflicting information, failed to override their algorithm, and ultimately forced me to incur unnecessary fees. 

What Happened : 1. Blocked ATM Withdrawals : After Ally approved a daily limit increase of XXXX XXXX, I attempted to withdraw money from an ATM. It was declined. Ally told me to try another ATM. I attempted this at multiple locations, and all transactions were declined, regardless of the amount. 

2. Blocked Purchases at XXXX : I attempted to purchase money orders at XXXX, and the transactions were declined. Ally support told me to try another XXXX location. I didand it was declined again. XXXX was falsely flagged as a fraud risk, and Ally had no way to override it. 

3. Contradictory Information About My Limit : I was assured my daily limit was in place and that I could make a large transaction the next day. 
When I attempted the purchase, it was declined. 
Ally agents gave contradictory explanations about when the limit resets, at one point claiming XXXX XXXX. tonight, then admitting that meant the following day. 
This resulted in my daily limit acting as a 30-hour reset, instead of 24 hours, leaving me unable to access my money when I needed it. 

4. Forced to Pay Unnecessary Fees : Since I couldnt use XXXX, Ally told me to go elsewhere to purchase money orders, which resulted in {$88.00} in fees that I would not have had to pay if Allys system had worked properly. 
I requested a refund for these fees. 

5. Ally Agreed to Refund MeThen Restarted the Process : After over a month of back and forth, Ally finally agreed on the phone to refund {$88.00}. 
A week later, they restarted the process entirely, acting as if no agreement had been made. 
They have now changed my reference number FOUR times, which appears to be a stalling tactic. 

6. Deliberate Avoidance of Accountability : Ally rarely confirms anything in writingthey make promises over the phone but wont commit to them via email. 
They moved my case to a secure email system, which : Does not keep a history of exchanges Prevents access after a few days Only allows them to reply every 10 business days, further delaying resolution This makes it impossible for me to track their responses or hold them accountable for what they previously said. 

Why This Is a Serious Issue : Allys algorithm controls everything, and their employees can not override iteven when its clearly making mistakes. 
Their delays, misinformation, and refusal to properly document responses appear to be intentional attempts to exhaust customers into giving up. 
This could have cost me my housing, as I needed access to my own money to pay rent.

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 monetary relief