Date Received: 2023-05-19
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: After returning vehicle. Ally Financial says I am responsible for wear & tear, excessive mileage and acquisition fees due for a total owing {$3000.00}. For the past 3months, I keep reminding them I purchased SMART LEASE PROTECTION ( {$1000.00} ) & MVP TIRE/WHEEL PROTECTION ( {$550.00} ) and the balance due is incorrect. The last rep XXXX XXXX said she would investigate but now is never available. Today XXXX XXXX told me contact the dealership and make them send balance due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Company is responding with automated cookie-cutter responses ( see below ) with a demand to call. However, when calling, the Representatives pretend not to know why I am calling. This company was supposed to move my 3rd month payment to the end of my contract upon me calling per my dealership where vehicle was purchased. Suddenly late fees started showing up on my account in which I made over 10 calls trying to understand the reasons behind the late fees -- previously requested ; however, as you can see below this company is avoiding providing IN WRITING justification for the fees and has still yet to send in writing : 1 ) A ledger showing the dates and amounts of fees that now total more than {$160.00} 2 ) An UNKNOWN LATE FEE amount that was POSTED SEPARATELY on their ledge as PAST DUE but did not DETAIL for what which did not MATCH the regular payment amount plus was NOT included in the 'Late Fee ' total ( see previous complaint and screenshots below of the cookie-cutter responses from this company )! 3 ) What other measures do I need to take to receive fair and Good Faith Effort information from this company? There are many many many complaints against Ally -- why are they still allowed to operate in the industry where they can DEMAND EXTRA MONEY WHEN THEY WANT WITHOUT EXPLAINING AND JUSTIFYING THE REASON FOR IT -- IN WRITING. This will and can not be resolved with a phone call. I would like written information DOCUMENTED regarding my concerns. I also want my credit report corrected to remove the false entries of LATE PAYMENT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am filing this complaint against [ ] because they have violated my rights as a consumer and failed to respond to several demands for resolution. They are in willful violation of the FCRA and they clearly have no desire to act beyond evading responsibility. I have given them ample opportunity to resolve these issues. These incorrect files are having a severe impact on my credit bureaus and XXXX scores. This inaccurate information is preventing me from moving forward with several financial plans. I have sent letters to the credit bureaus and to them specifically on [ Dispute and letter dates from results portal or we can provide these ] with no results and with no response. They are engaging in plausible deniability of the following issues. account closed XX/XX/14 We bought a brand new XXXX XXXX with a loan from Ally Financial. Along with that we also purchase the GAP insurance incase anything were to happen. Unfortunately a year after purchasing the the car. My wife was at a light with our children in the car and a drunk driver came over the from the other side of traffic and ran into the truck head on and totaled the vehicle. We only had one car at the time and didnt have means to keep making payments before all the approval that the car was totaled and GAP kicked in to pay off the vehicle. During this time our account went past due and as you can see in the account it was paid off by GAP insurance because it was deemed totaled. Since then if you look up my history with Ally weve purchased and sold many vehicles using Ally. We currently have a longterm savings account with them. So our track recored with getting and paying off loans is there. This mark on our credit is a faulty example of what occurred and were asking for it to be removed or we will take a legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The banking system is dependent upon fair and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I initiated a Bank Transfer of {$75000.00} from my XXXX XXXX XXXXXXXX checking account into an Ally Bank CD account on XXXX XXXX XXXX This transfer was initiated from my Ally Bank account. The transfer completed on XXXX with a status of delivered ( indicating the money was successfully transferred ). My XXXX XXXX XXXXXXXX checking account indicated the money was withdrawn on XXXX The {$75000.00} never showed in any of my Ally Bank accounts ( checking, savings, CD ). I contacted Ally back on three seperate occasions. The first was via a secure message via the Ally Bank website. The other two times I called them. Their initial response was that the Bank Transfer failed since the CD account I was trying to transfer money into was already funded and I needed to contact XXXX XXXX XXXXXXXX and dispute the transaction. I contacted XXXX XXXX XXXXXXXX on XXXXwo seperate occasions. Each time, XXXX XXXX XXXX indicated the Bank Transfer was successful and that they could not reverse the transaction except in the case of fraud and that Ally bank would have to send the {$75000.00} back to XXXX XXXX XXXX. When I talked to Ally Bank support about what XXXX XXXX XXXXXXXX told me, they said they would fix the problem in 2-3 business days. Each time Ally Bank would then call me back after 2-3 days and say that the transaction failed and I would have to dispute the transaction with Bank of XXXX XXXX So I don't have access to the {$75000.00} transferred to Ally Bank and Ally Bank and XXXX XXXX XXXXXXXX both claim they can't fix the problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75007
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XXXX I was offered a promotion from XXXX XXXX XXXX 4.9 %. Great I accepted the offer and started the process and my balance is XXXX immediately so my interest at 4.9 % started on XXXX. My issue The other card was not as of XXXX has not been paid XXXX and is also still occurring interest. So today I am paying additional 4.9 % for the same XXXX. Bank states it's the policy that it could take 30 days for the transfer to get processed. I can transfer money in under a second from my account to another account without issue. I do understand sor processing time. XXXX days XXXX. What I believe needs to happen is my interest should not be accruing until the funds have actually been applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, at XXXX, an email was sent by Ally Bank stating that my wire transfer for {$19000.00} had been approved. However, I was traveling and did not have access to my email account until Monday morning on XX/XX/2023. When I saw the email, I immediately contacted ALLY Bank by phone to tell them that I did not authorize any wire transfers. I asked them to reverse the transaction, they then contacted the corresponding bank, and they told me that the corresponding bank refused to reverse the wire transfer and there was nothing they could do except file a dispute claim. I filed a dispute with ALLY Bank, and I reported the transaction my local police department and the FBI since this was an international transaction. I then had an attorney prepare and send a formal response to the Bank 's initial denial. Over the next 5 weeks, I made a number of calls and sent emails to them and on XX/XX/XXXX after almost 2.5 hours in calls with them, they stated that they would not return the funds to my account. In fact, they put a hold on the remainder of my account and upon their decision, they closed my account and sent the balance to me. I believe that the following facts should have raised red flags regarding this transaction that should have trigger additional verification by ALLY before they made this wire transfer : 1. In the 5 years of having this account, I have never wire funds in excess of {$1000.00} and each wire was from the ALLY Bank account to my personal checking account, which means this transaction was 19 times more than any previous transaction. 2. This is a personal saving account why would I be purchasing goods directly from XXXX using a personal saving account. 3. The amount of the requested wire was more than 50 % of the then account value. 4. The inability to reverse international wire transfers 5. The level of wire fraud on transfers to XXXX. 6. The wire transfer appears to have been requested on a Friday and sent the same day. Given the nature and size of this transaction, I do not understand why they would not have given me at least one full business day to confirm before taking an action that could not be reversed. I have some mental a nd physical disability and this account represents my life savings. I am not financially sophisticated, but I do not understand how a bank could withdraw that sum of money from my account without my prior knowledge. If you need any further information, please contact me. Thank you in advance for your attention in this matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33401
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: First of all, I always pay Ollo ON TIME, and pay more than the minimum balance due. I had a XXXX balance at the time I received the false settlement notification described below. Now I have a {$920.00} balance due to the three XXXX balance transfers, which is accurate. Here 's what has transpired : I took advantage of Ollo 's XXXX interest balance transfer offer. I asked for Ollo to do balance transfers for 3 of my credit cards. Each balance transfer was for {$300.00}. Ollo charged {$9.00} per each transaction. After about five days I checked the three accounts that {$300.00} each should've been paid to and the payments had not been made. However the {$920.00} was shown in Ollo that I owed. On XX/XX/XXXX I called Ollo and spoke to XXXX. The Ollo system was down and she said to call back in a few hours when it would hopefully be back up. In the meantime, she was well aware of how the XXXX balance transfer worked and told me it could take up to 30 days for my three accounts to receive the money. She said when I called back to find out if my balance transfers were sent to the three credit card companies electronically or via email. On XX/XX/XXXX I called again and spoke to XXXX who confirmed that all payments were sent electronically on XX/XX/XXXX, but that it could still take up to 30 days for balance transfers to show up in my three credit card accounts. Luckily, all three credit card companies received the {$300.00} payments later that week. Then, on XX/XX/XXXX, I received an email from my bank saying " It looks like you settled on account with the lender. A settlement can stay on your credit report for several years but you have options '' I didn't know what this referred to so I researched further and it was regarding Ollo. I called Ollo and spoke to a horrible representative named XXXX XXXX She talked over me through the entire conversation. She was not only not sympathetic she seemed to derive pleasure from the fact that my account has been " revoked '' and that I had XXXX funds available from my {$4200.00} card limit, and told me that I had retained a power of attorney! I let XXXX know I was in shock that I don't know what happened or how it happened but this was inaccurate and should I talk to the fraud department. She said no that I should just call the ART ( account restructure team ) department tomorrow since they were closed today. Because I was demanding that this was all a mistake on Ollo 's part, she finally put me on hold and talked to her supervisor who instructed her to do an account investigation. She filed it while I was on the phone with her, and she told me the investigation would take 7-10 days to complete. XXXX let her know I was applying for a loan modification and this mistake would mess up my credit and chances of getting my loan mod. XXXX XX/XX/XXXX I called and spoke to XXXX in the Art Department. He told me the direct number to his dept. was XXXX XXXX. XXXX said it didn't make sense that they would need to do an investigation and that they should've just taken my word for the fact that I didn't retain a power of attorney. He said that he 'removed the coding ' so that power of attorney is no longer reflected on my account. He did not have the ability to reopen my account. However, he said his supervisor, XXXX XXXX, would have that power and that I should leave her a message to call me. He sent her an email telling her to expect my call and I left her a message at around XXXX. XX/XX/XXXX I called again and spoke to XXXX since I didn't get a call back from XXXX. XXXX was unable to transfer me to XXXX and also told me he couldn't place a call to me. I plead with XXXX and she was absolutely useless. She did finally transfer me to her supervisor, XXXX, and same thing - she doesn't answer her phone and I left a message and she did not call back, again. HELP!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90405
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have already filed one complaint on this subject and while Ollo refunded some annual fee, fees/late charges, they still have failed to adjust the interest rate charges, my interest rate, lower my monthly minimum payment back down to an affordable payment in the {$40.00} and below rate as before and also have charged me another late fee while I have emailed communication to them in making them aware of this! Then, I never get a response back. Instead they send me text and leave me voicemails that my payment is late. But, how am I expected to pay when they havent done as I have listed in detail above?! l will also post my original complaint on below as well as state this all started when Ally took over Ollo. In XX/XX/XXXX, Ollo Card / Ally suddenly and randomly charged me a {$39.00} annual fee, which when I signed up for my Ollo Rewards Card with Ollo the terms clearly stated No Annual Fee. After I reported this to Ollo as well as her to the CFPB, Ollo Card / Ally reversed/refunded the {$39.00} annual fee, but I was also charged a late fee of {$29.00} on the same day XXXX XXXX XXXX XXXX XXXX as the now reversed/refunded {$39.00} annual fee. This {$29.00} late fee has yet as of the writing of this complaint today been refunded. I send online direct communications to Ollo Card / Ally through secure messaging and uploaded proof of these charge ( s ) securely through being logged in to my Ollo Rewards Card account on www.ollocard.com. Please have refund the {$29.00} late fee as you have already done with the {$39.00} Annual Fee in error they charged. As well as revert my percentage rate back to what it was before the {$10.00} no interest payments plan setup up around XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 597XX
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Re : AND Ally Bank ( owned by Ally Financial ) XXXX ( owned by XXXX XXXX ) XXXX, Utah XXXX, Arizona XXXX XXXX www.ally.com XXXX To whom it may concern, I would like to submit a complaint regarding Ally Bank and XXXX. I was a customer of Ally from XXXX XX/XX/XXXX until XXXX XX/XX/XXXX. I often used XXXX via the Ally phone application to transfer money with friends and family during that time. However, in XX/XX/XXXX, Ally and XXXX terminated my access without any cause over unfounded suspicion about fraudulent activity. Ally conducted an inadequate investigation that failed to take into account the relevant facts and circumstances and has caused me financial distress and harm by abruptly, and tortiously, preventing my access to my money. I have been conferring with legal counsel and sent letters to Ally and XXXX via the XXXX to establish the facts surrounding this situation and to 1. seek confirmation that neither Ally nor XXXX will be reporting any of my activity as fraudulent externally 2. for XXXX to reverse their decision and 3. for Ally to provide me with an accurate and complete statement of accounting of the last months transactions in light of the extensive evidence provided. In XX/XX/XXXX, I began planning a trip to XXXX XXXX with my friend of over ten years, XXXX XXXX. XXXX and I met in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXX and have been very close ever since. A mutual friend from XXXX is getting married in XXXX XXXX, XXXX XXXX in XX/XX/XXXX. XXXX currently lives in XXXX, Colorado and works as a dermatology physician assistant. I currently live in XXXX XXXX, California and work as a XXXX XXXX XXXX XXXX XXXX performing reconstructive surgeries for children born with XXXX XXXX. XXXX and I began planning our trip in XX/XX/XXXX, and I paid for the following for both XXXX and myself : 1. Hotel in XXXX XXXX booked through XXXX XXXX and XXXX XXXX by XXXX booked for XXXX XX/XX/XXXX paid with my XXXX XXXX XXXX XXXX on XXXX XX/XX/XXXX totaled {$520.00} 2. XXXX XXXX XXXX XXXX in XXXX XXXX, XXXX XXXX XXXX booked for XXXX XXXX paid with my XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX totaled XXXX XXXX as quoted by the lodge on- {$4200.00} was charged to my XXXX XXXX - I quoted XXXX {$4200.00} via text on Monday ( see screenshot of conversion below ) 3. Hotel in XXXX XXXX booked directly through the hotel website The XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX booked with my XXXX XXXXXXXX XXXX XXXX on XXXX XX/XX/XXXX totaled XXXX ( equivalent to approximately {$1800.00} USD on the date of purchase ) In turn, my friend XXXX XXXX XXXX for my round-trip flights from XXXX XXXX to XXXX for the XXXX in XXXX XXXX, XXXX XXXX XXXX XX/XX/XXXX for flights on XXXX XX/XX/XXXX and XXXX XX/XX/XXXX totaling XXXX XXXX ( equivalent to approximately {$560.00} USD on the date of purchase ). ( Please see attached document for original complaint submitted including screenshots and receipts. ) Because we split the costs of the hotels and safari lodge, XXXX owed me {$3300.00}, and we subtracted the {$560.00} I owed him for my flight, totaling {$2700.00} that XXXX owed me. XXXX XXXX is a XXXX customer who had never used XXXX before. I asked him to pay me via XXXX because I felt that it was more secure than XXXX, and far more efficient than mailing a check. On XXXX XX/XX/XXXX, XXXX tried signing up for XXXX. He had some difficulty doing so. At the end of XXXX XX/XX/XXXX, he was able to submit a {$2000.00} payment to me via XXXX due to daily limits, and he stated that he would send the remaining {$750.00} the following day. XXXX also mentioned issues with XXXX trying to verify his identity and he stated that the {$2000.00} payment was initially pending review, but that it did go through on XXXX XX/XX/XXXX. On XXXX XXXX, XXXX texted me that his account had been locked. However, by the end of XXXX XXXX, XXXX account was unlocked, the payment had been reviewed, and the payment was completed to me. I confirmed on XXXX XX/XX/XXXX via text that Gregs final payment of {$750.00} to complete the {$2700.00} he owed me was complete. ( Please see screenshots on attached document. ) Text chain between XXXX XXXX and myself discussing the costs and payments. ( Please see screenshots on attached document. ) XXXX and I thought that the issues had been resolved as the payments had gone through and what we owed one another was settled, since I had received email confirmations from Ally that both the {$2000.00} XXXX transaction had gone through on XXXX XX/XX/XXXX and that the {$750.00} XXXX transaction had gone through on XXXX XX/XX/XXXX. ( Please see screenshots on attached document. ) However, on XXXX XX/XX/XXXX I received two separate emails from Ally stating that XXXX had been deactivated for both my email address ( XXXX ) and my phone number ( XXXX ). ( Please see screenshots on attached document. ) I was in the midst of a very busy week of XXXX and was caring for my XXXX XXXX dog, so I was not able to call Ally right away. I figured that there had been some confusion since XXXX had trouble submitting the payments and that it would be easily resolved once I called Ally and/or XXXX particularly because they had approved the transactions and had fully deposited the funds into my Ally account. My dog passed away the night of Thursday, XXXX XXXX and I did not go to work on Friday, XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX, I received an extremely alarming email from Ally, which stated : Ally Bank AlertYour telephone banking PIN has been changedIf you didnt make this change, call us immediately at XXXX. I also received three separate emails from Ally with the same message in triplicate asking me to call to verify information. ( I assumed corresponding to the three accounts I had open with Ally my checking account, a small stock checking account, and my savings account. ) ( Please see screenshots on attached document. ) I called the Ally Customer Care number ( as the Loss Prevention Line was closed after XXXX XXXX XXXX XXXX time ) immediately after I saw the emails I was extremely concerned that someone was trying to hack me, since I had not changed my banking PIN. I called spoke with Ally Customer Care at XXXX for 8 minutes at XXXX PM on Saturday, XXXX XX/XX/XXXX. At this time, Ally told me that Ally had actually changed the PIN themselves. I asked why and they said that there was a concern with my account and that they had locked all three accounts ( my checking, my stock checking, and my savings ). I was told to call the Ally Fraud Department the following day, since they were closed at that point. I was given the number XXXX. I called the Ally Fraud Department at XXXX several times on Sunday, XXXX XX/XX/XXXX to try to figure out what was happening. I called the Ally Fraud Department at XXXX XXXX and spoke with them for 4 minutes, called again at XXXX XXXX and spoke with them for 6 minutes, again at XXXX XXXX for 2 minutes, and XXXX XXXX for 5 minutes. On Sunday, I was told that all three accounts would remain locked pending an investigation, and that the investigative team did not work on weekends. I was instructed to give them a few days to complete their investigation and to call back at that point. I was concerned as my Ally accounts were my only source of funds. I called XXXX Customer Service at XXXX on Sunday, XXXX XX/XX/XXXX at XXXX XXXX for 6 minutes. I was told that because I was not using the XXXX application, they could not give me any information and that everything needed to go through the bank that was connected to XXXX. My jobs direct deposit went to my Ally Checking account and my entire savings was in the Ally Savings account. All of my autopays were linked to the Ally Checking account. However, because I had already paid my mortgage that month, because I had recently made some credit card payments, and because from what I could recall without access to my online account ( all three were paperless accounts ) most of my autopays went through around the XXXX of the month, I decided to be patient. Therefore, I followed Allys instructions and gave the Fraud Department three days to investigate. I called the Fraud Department at XXXX on Wednesday, XXXX XX/XX/XXXX after work at XXXXXXXX XXXX and spoke with someone for 10 minutes. At this time, I was told that either my friend XXXX XXXX or his bank, XXXX, had marked the transaction as fraud and this was why my account was locked. I called XXXX XXXX on XXXX XX/XX/XXXX at XXXX XXXX and spoke with him for 19 minutes. XXXX stated that he had not marked anything as fraudulent and that he would call his bank, XXXX, immediately to see if anything had accidentally been marked as fraud. XXXX called me back on XXXX XX/XX/XXXX and we spoke for 6 minutes at this time, XXXX stated that he had spoken with XXXX and that nothing had been marked fraudulent on their end. Apparently, the {$2000.00} payment was attempted once, and the {$750.00} payment was attempted three times, once successfully, but that nothing had been marked fraudulent at all on their end. Therefore, XXXX told my friend XXXX that there was nothing else they could do on their end. During one conversation, I asked Ally if they would accept a letter from XXXX bank, XXXX, sent directly to Ally stating that nothing had been marked fraudulent with these transactions on their end. The Ally representative stated that this would be very helpful, and to please have XXXX email the documentation to XXXX. I told this to XXXX, who called XXXX to ask for such documentation. Per XXXX, he was transferred three different times and spoke with two managers about this proposition and was ultimately informed that this would be illegal due to privacy issues, that they had never been asked for such a letter, and that they had never heard of the XXXX email address. On Thursday, XXXX XX/XX/XXXX, I called the Ally XXXX Department back for an update during a break at work. I was stuck on the call for 31 minutes. The very helpful representative said that he had escalated the issue to his manager to try to help the decision along, since I was unable to access any of my money, pay any of my bills, receive my paycheck from work, or pay my mortgage while this was being investigated/my accounts were locked. I asked if he could see if the accounts that the XXXX transaction was not deposited into could be unlocked so that I could at least pay my bills. He was very understanding and said it was a great idea, that he would see if that was possible. While on the phone with this agent, I missed a call from an Ally number of XXXX at XXXX XXXX. A woman at Ally left a voicemail stating This is an important message for XXXX XXXX from Ally Financial please give us a call back at XXXX I called the number back immediately at XXXX XXXX and spoke with Ally for 11 minutes. During this time, I was told that there was some movement on the investigation and that the investigator may give me a call soon. At XXXX XXXX on XXXX XX/XX/XXXX, the investigator for the case called me and we spoke for 7 minutes. He, like previous Ally agents, asked me if I had ever given my Ally login or pin information to anyone else ( which I had not ), he asked me if I knew XXXX XXXX personally ( I stated that yes, we were longtime friends who were planning a trip together ), and I explained the situation. The investigator seemed understanding and stated that he would call XXXX right after this call and that I could likely expect a call back from him within an hour. I had to scrub into XXXX right after that call, but had our nurse watching the phone in case he called back. We finished XXXX and he had not called back as of XXXX XXXX, so I called Ally back at that time and spoke with them for 15 minutes. During this conversation, I was informed that a decision had been made within the last hour and that Ally Financial was terminating our relationship with you. I asked them to clarify how this decision was made I was told that XXXX told Ally that day that the XXXX XXXX transactions were fraudulent. I asked the Ally representative how XXXX and Ally had come to that conclusion, since no one had asked either XXXX or myself for any kind of supporting documentation that could prove our relationship and that a trip was currently being planned together. I was told that after receiving the information from XXXX, Ally had conducted their own internal investigation during the afternoon and that Ally had made the final decision to terminate our relationship. The Ally representative also stated that this sudden, unilateral termination was within their rights due to our agreements ( which I believe is true ), and that a check would be mailed to the address on file with the remaining funds in the account. Because Ally locked me out of all accounts, I was not able to verify that the amount I received back was correct. I was unsure if they were planning to return the previously deposited XXXX amounts from XXXX XXXX to him. ( As of XXXX XXXX, XXXX states that the funds have not been returned to him. ) I asked Ally how long it would take for me to receive the check I was told that it would be sent via regular mail and would likely take 7-10 days once it was mailed by Ally, and that Ally may take a few days to issue the final check. On Friday, XXXX XXXX, I discovered via my credit card and mortgage apps that all credit card payments and the mortgage payments I made on XXXX XX/XX/XXXX from my Ally account were returned, and now none of my bills or mortgage were paid, and the money will not be returned to me until after these were due. When the checks finally arrived, they arrived with no statement and zero explanation. I received three checks, one for each of my Ally accounts ( one savings and two checking ). None included a statement. They simply ( and deceitfully ) stated that the checks reflect the amount of the account at time of closure. I had to request statements through the XXXX multiple times and via mail before receiving any. Eventually Ally disclosed via the XXXX that {$2000.00} was withheld on XXXX XX/XX/XXXX Ally stated that On XX/XX/XXXX, the XXXX XXXX noted that the {$2000.00} XXXX payment was reported as fraud. On XX/XX/XXXX, the funds were withdrawn from your XXXX and placed in a holding account and will be processed in accordance with any instructions received from XXXX and in compliance with the law. Ally also stated in their XXXX XX/XX/XXXX letter that my account closure will be reported to XXXX as a closed account and refused to discuss the future of the withheld {$2000.00}. They closed the BBB dispute on that date without resolution. I have many issues with how this issue was handled by both Ally and XXXX and have serious concerns with what may happen to me, my credit, and my ability to open bank accounts going forward. I have submitted these complaints via the XXXX without resolution - I have attached Ally and XXXX responses. Issues with Ally : - I feel that the investigation conducted by Ally was minimal effort. Their investigation changed the story multiple times. ( First it was that XXXX or XXXX had reported a transaction as fraudulent, then it was that XXXX XXXX was the one considered fraudulent, then finally it was that XXXX had determined that I was the fraudulent individual. ) Allys investigation ultimately relied solely on what XXXX stated - even though neither XXXX XXXX nor XXXX had reported the transactions fraudulent - without contacting me, XXXX XXXX, or Chase to provide any kind of documentation that could prove that XXXX and I were friends, that there was a trip planned, that he made the transactions, that the transactions were never reported as fraud. I could have provided all of the receipts, texts, and documentation of years of friendship with identity proof for both XXXX and myself. - I believe that Ally locking me out of all access of all accounts during their investigation, not just the account that received the transaction in question, was unfair and could have caused me undue harm and financial distress. Without access to any of my funds from the time they locked my account on XXXX XXXX until I received the check, I would have missed a payment on my mortgage, my student loans, several on my various credit cards, many autopays, and I would not have been able to receive at least one paycheck from my job as a physician assistant. This could have caused serious damage to my credit score and cost me huge amounts in late fees and APR charges, lasting for years, affecting my ability to open accounts, take out loans, etc. I believe that they should have solely locked the account into which the XXXX transaction was deposited and that there was not sufficient justification for locking all three accounts ( which I informed them during every single call were my only available accounts ). Fortunately, I have an extremely supportive family and job and my family helped me open another bank account and lent me money to pay my bills and mortgage in the meantime, and my job quickly changed my autopay before the next check was issued. For anyone without this kind of extreme support, this would have been financially devastating. - Ally has confirmed via the XXXX that they will be reporting this completely unsubstantiated account closure to XXXX ( and did not state that this would be the only report ). From what I know, XXXX gives consumers a credit rating that can make it extremely difficult for me to open other bank accounts for up to five years. As a young, single person with student debt and a mortgage, I could be extremely damaged by such unfair actions, since this alleged fraudulent transaction was not properly investigated. - Ally has unjustly withheld {$2000.00} of my funds without cause and with no communication about process for release. Issues with XXXX : - XXXX refused to speak directly with either XXXX XXXX or me, since we used XXXX through our banks. While I understand that this is their policy, I take issue that they clearly did not confirm with XXXX that neither XXXX XXXX nor XXXX had marked these XXXX transactions to me as fraudulent. - According to Ally, they were told definitively by XXXX that I had somehow committed a fraudulent transaction and that my email ( XXXX ) and cell ( XXXX ) were marked fraudulent/could no longer be used at XXXX. This is what turned the investigation, which had been sounding fairly promising Thursday morning after speaking with the investigator, immediately south. - Why was I, and not XXXX XXXX ( the one that made the transaction- which was reviewed, approved, and completed by XXXX ) marked as fraudulent? XXXX was cleared and his account was unlocked within one day. Why was only my end marked fraudulent and why was there no actual investigation/neither myself, XXXX XXXX , nor XXXX were asked to provide any documentation in defense? - I am also concerned that XXXX could report this completely unsubstantiated suspected fraud to federal or state officials and/or XXXX or any other consumer disclosure reporting agencies, again affecting my credit and life going forward. They did not specifically state via the XXXX even after I specifically asked multiple times that they would not be reporting me to any agencies, rather just stated that my account was active on XXXX. - According to Ally, XXXX is involved in the future of the withheld {$2000.00}. Ally has unjustly withheld {$2000.00} and have offered me no information about release, claiming XXXX will be involved. I am reaching out to California state and federal reporting agencies, and plan to take Ally ( and XXXX, if necessary ) to small claims court to retrieve the {$2000.00} I am owed. The distributed funds should also include the ~4 % interest these funds would have accumulated if in my savings since XXXX, as they would have in my possession. I also plan on disputing the closed account report directly with XXXX. Ideally, I would like governmental agencies to investigate Ally and XXXX actions in order to prevent similar issues from happening to others in the future its unlikely that most people have the support systems I am lucky enough to have, so they would be even more damaged by such unjust banking actions. I am able and happy to supply screenshots and verified cellular information from XXXX about all calls if needed. I have also included the most relevant XXXX communications as attachments. My friend XXXX and I have since gone on this trip, which I can also provide proof of, if needed. Thank you so much for your time. If the " Pray Ally XXXX XXXX Final '' document doesn't open properly please let me know and I can find another way to submit. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A