Date Received: 2022-08-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Sunday, XX/XX/2022, I was made aware of eight fraudulent charges placed with my debit card to my checking account with Ally Bank. The total of these charges came to {$970.00}. My Ally debit card has been " locked '' from use via their app for several months, but somehow these charges all went through and drained my checking account for almost {$1000.00}. I contacted Ally Bank on XX/XX/XXXX and opened a dispute on two of the charges that had already posted to my checking account. As of today, XX/XX/XXXX, all eight charges have posted to my account and I've disputed all of them. Only three of these fraudulent charges have been credited back to my account. I'm still out {$570.00} and waiting to be credited. This has been a frustrating experience compounded by Ally 's increased phone support wait times consistently being above 60 minutes. A quick search on online forums show I'm not the only customer that's recently experienced multiple fraudulent charges, and yet Ally has remained silent and not acknowledged that a good number of their customers have been impacted. I've been with Ally for over 5 years, but in this case Ally has been no ally. It's definitely time to look at other banking options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I received a fraud alert text message. This text message didn't feel safe, so I checked my account. There were multiple fraudulent transactions. I ended up calling into customer service at XXXX MST as I get up early for work and ended up waiting over an hour on hold to talk to anyone. When I did they told me they couldn't dispute the fraudulent charges until they posted and canceled and sent me a new card. When I got the card a few days later, I couldn't activate it. The activation line was not working. I ended up trying their chat, which wasn't answered for 17 hours. Another over 12 hours later another customer service rep got ahold of me in chat and activated my card. This is all background info and would have just been customer service and management issues up until this - when I complained and asked why I couldn't get customer service for my all online bank I was straight lied to by their representative. They told me that the bank had recently run a popular promotion and that's why there was a shortage of reps. The next morning, I started seeing complaints and new articles online where a large amount of others all from the same bank were complaining about fraud charges. The bank also put out a public statement online saying this was a problem for all banks and nothing was systematically wrong, which seems obviously misleading and unacceptable for a financial institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 398XX
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: Credit is my right, Ally Bank has discriminated against me with an adverse action in the form of a denial under 12 CFR 1002.7,15 usc 1681a, this being adverse to my interests as a consumer. Congress definition under 15 usc 1691 explanation of activities constituting discrimination says it shall be UNLAWFUL FOR ANY CREDITOR TO DISCRIMINATE AGAINST ANY APPLICANTS WITH RESPECT TO ANY ASPECT OF A CREDIT TRANSACTION, this law is clear! Ally bank has committed a crime and continues to be noncompliant and willfully negligent on resolving this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX account # XXXX, has violated my rights. 15 USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
Company Response:
State: OH
Zip: 439XX
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Thursday, XX/XX/XXXX, unauthorized charges were attempted on a locked debit card which was supposed to deny all attempted transactions. After receiving a message from Ally Bank 's fraud protection program, I checked my account to find attempted charges. After attempting 3 times to call the fraud phone number for Ally, I finally spoke to someone who said that my card would be flagged, cancelled, and a new one sent out. I was also assured that the attempted charges had been denied and would not post to my account. After getting off the phone with the fraud department, I called the normal number for the bank and waited on hold for over 40 minutes to be assured that my money was safe, my card was cancelled, a new one sent out, and that the charges had not been allowed and would not post to my account. Today, XX/XX/XXXX, I checked my bank account to find that the charges had indeed posted to my account. This is not the first time I have had a debit card number from Ally bank stolen, and I have taken measures to keep my card locked at all times and only use it for ATM withdrawals. Ally needs to be held responsible for their failures to protect consumer information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My husband and I have a joint account with Ally Bank. Recently there were unauthorized transactions ( we never lost the debit cards and they are still in our possession ) and we lost about {$1700.00} due to a data leak on the bank 's end. We want Ally bank to return our money immediately. My husband and I have been Ally bank customers for a long time. We each have a debit card for the joint checking account and we have the Ally bank app in each of our phones, which we use to manage the debit card. We have taken multiple steps on the App to make sure we are securing our account. 1 ) The app has a manage debit card option, which we use to lock the debit cards. We only unlock them when we are at the ATM to get money and then we lock it again immediately. At the time the unauthorized transactions took place, the cards were locked. 2 ) Additionally, the app has a feature where it says when unlocked what kind of transactions are permitted. Using this feature we authorized the card to be used only as an ATM card. However, even with this safety measures from our side, our debit card was charged XXXX times on XX/XX/XXXX ( Thu ) Evening. 3 ) Also we had setup alerts to notify ( text and email ) us with transaction over {$0.00} Our debit cards were charged 7 times on the evening of XX/XX/XXXX. We did get text and email alerts. We immediately called the fraud line by using the automated option we indicated that these are not authorized transactions. The fraud line did not have a live person at the time so we called the Ally bank customer service. The wait was over an hour long ( The customer service agent did communicate to us that they are getting similar calls a lot which is causing the long wait ). The chat option from the bank said the wait time is over 4 hours. In the meantime my husband send an email ( via their website by logging into our Ally bank account ) that these are not authorized transactions and should not be processed. When we finally got to talk to the agent, they told us that they can not dispute the transactions until they formally post in the account ( at the time they said it was pending status, however the available amount in our account was reduced to account for those XXXX transactions about ~ {$1700.00} ). As of today ( XX/XX/XXXX ) those fraudulent transactions have posted in our account. We called them back at least 2 more times and spent additional 3 hours waiting in line for Ally Bank customer service, but we were able to formally dispute those transactions. Ally Bank is still not committing to refund our money and we want them to refund our money immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28115
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Unauthorized charges on my debit card, but was never notified by fraud protection department - nobody reached out to me in any way. I had to read about it from others online. It has been impossible to get through to anyone in customer service, sometimes there has been a 2+ hour wait! Ally bank has not been forthcoming about what is going on, no communication/statements whatsoever. I shouldnt have to hear through the grapevine that my card has been compromised!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A plethora of fraudulent transactions occurring through my debit card with Ally Bank, which I have in my possession. A total of 3 fraudulent transactions, totaling about {$340.00}, all within one day being XX/XX/2022. I can only assume poor security on the bank 's part, seeing that this has effected most of their customers but haven't seen complaints with other banks. Called in to report the fraudulent activity, waited 2 hours on hold, was able to speak to someone who cancelled the current debit card and issued a new one. However, there was no recommended action to either wait to activate the card until the issue is resolved or permanently lock the card until the issue has been fixed. Just " here ya go, a new card, good luck with the fraudulent activity '' type of response. I filed disputes on the fraudulent charges with the bank and am waiting to see what happens.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44135
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My Ally Bank debit card was charged XXXX XXXXXXXX in XXXX. Despite a huge spike in fraudulent charges in XX/XX/2022 to Ally Bank debit cards Ally Bank did not notify customers about this data breach. Disputing transactions online was not possible - it just said to call. Wait time on the phone was over an hour.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A