Consumer complaint received 2025-08-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: ALLY FINANCIAL INC.
State: MD

Complaint narrative:
Dear CFPB, My name is XXXX XXXX XXXX, and I am writing to formally report two unauthorized transactions made through my XXXX account on XX/XX/year>2024 and XX/XX/scrub>, 2024, totaling {$580.00} and {$1100.00}, respectively. Both charges were made under the name XXXX XXXX. 

The first charge of {$580.00} was made using my XXXX XXXX XXXX XXXX As soon as I noticed the charge, I immediately contacted XXXX XXXX  to report the fraud. They promptly issued me a refund ( proof attached ). I also reported the incident to XXXX and changed my account password. Unfortunately, XXXX refused to refund the transaction, stating it was authorized, despite clear evidence to the contrary. Thankfully, my credit card provider honored the dispute. 

On XX/XX/XXXX, a second charge of {$1100.00} was madethis time using my Ally Bank debit card, likely because my credit card had been locked following the initial fraudulent activity. Again, I contacted Ally Bank as soon as I saw the pending charge, but they informed me I would need to wait until the transaction posted before filing a dispute. I also notified XXXX again, reiterating that my account had been compromised. Yet again, XXXX stated the transaction was authorized and declined to investigate further. 

Once the payment cleared, I formally disputed it with Ally Bank. The process dragged on for several months and concluded on XX/XX/scrub>, 2024, with a denial. They claimed that I had authorized the charge, which I strongly dispute. 

I also attempted to contact XXXX, but due to their international support limitations, I was unable to reach them directly. I asked both Ally Bank and XXXX to assist in reaching XXXX or investigate further, but both declined. I am providing copies of the emails I sent to XXXX, as well as screenshots proving that no bookings exist under any XXXX account associated with my name. 

I repeatedly asked XXXX and the banks if they could retrieve booking confirmation details or location data to prove I was not involved. These requests were ignored. 

A Broader Pattern of Fraud Involving XXXX XXXX and XXXX After experiencing this, I began researching and discovered that dozens of other consumers have reported the same issueunauthorized charges from XXXX XXXX XXXX XXXX ) through XXXX, which XXXX refused to acknowledge as fraud. Here are several examples : XXXX Community Forum Quote : XXXX  charge on my XXXX. I have not used XXXX. XXXX is refusing to help me, and XXXX has no booking under my name or email. 

Link : XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX : Got charged {$1200.00} by XXXX through XXXX. Never booked anything. XXXX said it was authorized and closed the case. I feel completely scammed. 

Link : XXXX XXXX XXXX XXXXXXXX XXXX  Quote : I had a {$900.00} charge from XXXX I didnt make. No email, no reservation, nothing. XXXX refused to help. My bank is saying the same. What do I do? 

Link XXXX XXXX XXXX XXXX XXXX Quote : XXXX let someone use my account for a XXXX reservation I never made. They claim its not unauthorized. But I was not even in the state where the hotel was located! 

Link : XXXX XXXX XXXXXXXX ( Search for XXXX complaints ) This clearly shows a pattern of third-party fraud, with companies failing to take accountability and leaving consumers without resolution. 

Throughout this ordeal, I was balancing school, personal responsibilities, and the transition into adulthood all while waiting months for resolution. I even requested a provisional credit during the dispute process, but was denied and left waiting without support. 

At this point, I am seeking the help of the Consumer Financial Protection Bureau to investigate these unauthorized charges and help recover the stolen funds. I am happy to provide any further documentation required. 

Thank you for your time and attention. 

Sincerely, XXXX XXXX XXXX

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