Consumer complaint received 2026-05-01 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 am filing a formal complaint against Ally Bank regarding the handling of an unauthorized transaction dispute, the restriction of my bank account, and what I believe is a serious lack of transparency and fair access to my funds during the investigation process. On XX/XX/2026, I reported an unauthorized {$3500.00} transaction from XXXX NY that was charged to my Ally Bank account. This transaction was not authorized by me, and I immediately reported it to Ally as fraud. Ally opened a dispute investigation under dispute number XXXX. On XX/XX/2026, Ally issued a provisional credit of {$3500.00} to my account. I also received a written letter from Ally dated XX/XX/2026, stating : While we complete our research, youll have full use of this money. However, despite this written statement, Ally has kept my account locked and inaccessible, preventing me from using my account, accessing my provisional credit, or having practical use of the funds they credited. This means that although Ally technically placed the money back into my account, I have been denied meaningful access to it. I have contacted Ally multiple times by phone seeking clarification, access, and escalation. During these calls, I have been told : My account is locked because I filed the dispute The account will remain locked until the investigation is complete There is no turnaround time for the investigation Representatives can not provide a timeline Representatives can not directly contact or transfer me to the department handling the lock Supervisors have not been made meaningfully available to me I may not access my provisional credit until Ally finishes its investigation This situation has created significant financial hardship and emotional distress because I am being left without access to my own banking services and funds for an unknown amount of time, despite Allys written communication stating I would have full use of the provisional credit. My concerns include, but are not limited to : 1. Contradictory communication : Allys written notice says I will have full use of the provisional credit, yet my account lock prevents any practical access. 2. Lack of transparency : Ally has not clearly explained the exact policy, legal basis, or security reason justifying continued full account restriction. 3. No defined timeline : I have been given no estimated resolution date, no investigation deadline, and no clear path to restore account access. 4. Limited escalation : I have struggled to reach supervisors or departments with authority to explain or resolve the account restriction. 5. Financial harm : Locking my account entirely prevents me from accessing my banking services, despite Ally already acknowledging the dispute enough to issue provisional credit. 6. Potentially unfair practice : Providing provisional credit while simultaneously blocking all access to it appears misleading and defeats the practical purpose of provisional credit. I fully understand the need for fraud investigations and reasonable security precautions, especially involving large unauthorized transactions. However, I believe Ally Banks handling of this case may be excessive, unclear, and harmful to consumers when they provide no realistic access to credited funds, no meaningful communication, and no clear process. I respectfully request CFPB assistance in reviewing Ally Banks conduct and helping ensure : A full explanation of why my account remains locked Clarification of why Allys written statement about full use does not match my actual access A review of whether Allys actions comply with consumer financial protection laws A timeline or concrete conditions for unlocking my account Appropriate access to my provisionally credited funds while the investigation remains pending, if legally appropriate Improved communication, accountability, and escalation procedures I am not disputing Allys right to investigate fraud. My complaint is about the contradiction between what I was told in writing versus my real access, the lack of transparency, and the indefinite denial of access to my funds and account services without clear explanation. I am asking for fair treatment, clear answers, and regulatory review of whether Ally Banks actions in this matter are reasonable and compliant.

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