Date Received: 2021-09-14
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Scam - On XX/XX/2021, around XXXX, I received text messages from Ally Bank that said as follows : TEXT - " ALLY BANK FRAUDULENT TEXT MSG ALERT : Did you attempt a transaction of {$350.00} @ XXXX XXXX # XXXX case id # XXXX. Reply YES/NO/ Don't want fraud text message alerts? Reply STOP. '' TEXT - " ALLY BANK FRAUDULENT TEXT MSG ALERT : Did you attempt a XXXX transaction of {$5000.00} Reply YES/NO/ Don't want fraud text message alerts? Reply STOP. '' These texts did not seem unusual to me as in the week prior I had been receiving legitimate messages from Ally reporting incidents of others trying to use my funds to make purchases, and so on XX/XX/XXXX I had had my debit card shut off and a new one was being sent in the mail. I assumed these messages were related. The next text told me a Fraud Department representative would be in contact. I was then called by someone claiming to work for the Ally Bank Fraud Department. This person told me that someone had attempted to withdraw {$5000.00} from my account using XXXX and that, in order to get it back, I would need to retransfer the funds from XXXX back into my own name. This person seemed legitimate as they had access to all of my bank account information, though I'm not sure where they got it from. Following their instructions, I used a secondary email address and I submitted two XXXX transfers for {$2000.00} each into my own name, and I was asked to confirm the confirmation codes sent to my phone, however these transfers did not go to me, but ended up going to someone with a XXXX XXXX account by the name of XXXX XXXX. I have been messaging with representatives from Ally Bank since XXXX on XX/XX/2021. I am not able to call Ally and report the fraud until XXXX, which I will be doing. So far the customer representatives have done everything they can to help me, though I am filing this complaint as a way to insure everything is returned back to me in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have been working to have my deceased stepfather 's IRA accounts transferred to my mother 's IRA account in the same bank, Ally Bank, since XXXX of 2021, so that I could consolidate her funds. I am my stepfather 's executor and mother 's POA, and I am taking care of my mother who has XXXX. I have spent countless hours talking to at least 15 different customer service reps, including their top level ( executive customer relations ), sent an email to the CEO, and been assured on many occasions that the money would be transferred within the next 7-10, 3-5, 1-2, or 0-2 business days. Each time, that period passes without the money being transferred, and I call back, at which point they tell me one of the following : 1. I need an additional form that the previous customer reps didn't mention 2. The forms that I filled out with them on the phone walking me through the information needed was filled out incorrectly and needed to be resubmitted 3. The forms that I filled out correctly were outdated and I needed to fill out the new forms ( which, by the way, were 100 % identical to the previous forms ) 4. The transfer to the institution setting up the annuity for my mother could not complete the transaction without my mother on the phone, even though all the POA documents had been received and approved Many of the customer representatives have been confused as to why this case has had so many twists and turns ( I now have 4 separate case numbers ). I have escalated this case multiple times to supervisors. Nobody seems able to figure out how to resolve this case and I am completely losing hope and my mind, which seems like it may be by design.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The bank has a rule about not being able to withdrawal or swipe your debit card for more than {$500.00} a day within the first 90 days. However the website states that I can request a one time extension to this rule. Yet when I attempted to request this extension to pay my rent the bank told me that I couldn't use this extension because it was the first 90 days. Then proceeded to tell me I need to make three separate withdrawals one three separate days which would of course cost me additional money in ATM fees or money order fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Near the end of XX/XX/2021 I noticed a fraudulent transaction on my account and reported it. When I spoke to the representative at the time, I was advised to review my account thoroughly for any other potentially fraudulent transactions, which I did and again on or around XX/XX/XXXX, I reported additional fraudulent activity to Ally, over {$2000.00} worth. This resulted in first my debit card being shut off and a new card being sent to me ( which has not worked since the day I received it ), and then my account getting shut down and a new account being opened. However, Ally did not shut down the old account timely as I was told they would, and a couple of auto-payments snuck through the old account up to 5 days after it was supposed to have been shut down ( I did everything I could to update all of the bills I have from my old account but as you can imagine, a couple got crossed in the timing ) which resulted in a negative {$160.00} balance. While trying to grapple with everything, missing over {$2000.00} in fraud, and not getting paid timely due to the need for a paper check from my employer, Ally thought it appropriate to cold-call me to have a representative threaten me with account closure if I did not bring the negative balance current. To say I was shocked would be an understatement... I truly felt terrible after this call and was distraught. How were they not aware of the fraud investigation, where was their tact in handling a negative balance account under dispute review? Truly disgusting tactic on their part. As I'm sure you can imagine, this has left me in a bit of purgatory when it came to paying my bills, getting my direct deposit from my employer, and having access to my funds. Because of the account closure, I had to re-do my direct deposit with my employer which resulted in a need to send me a paper check due to the timing. I've posted a check from this employer before on or around XX/XX/2021 as they pay the first paychecks via paper check, so this should have been cleared as a viable check/source of funds from that alone. I understand the amount is decently risky for institutions ( around {$4000.00} ) however I've been receiving direct deposits from this employer for 10 months for this amount so this shouldn't have come as a surprise to Ally. I e-deposited the check on XX/XX/2021 and was advised today that I won't have access to those funds for another few days as a result of their check hold policy. I asked for an exception as again, this is not a new employer I'm receiving the funds from and the amount is also the same as my previous direct deposits and very a reasonable basis can be made for releasing all of the funds to me when asked. However, I was told that Ally never provides an exception for their check hold policy, but I know this to be false. They have given check hold exceptions, but only to their wealthy white male clients, I work with one of these men who told me that Ally gave him a check hold exception and he is the one who encouraged me to ask Ally for an exception knowing they have done so in the past. When I told him they refused, he was astounded, and told me if he'd have called in on my behalf they would have released the funds as he is male. I've been discriminated against and believe Ally is providing check hold exceptions to whomever they see fit, which does not include me based on my gender and/or income. I further believe their lack of attention to and care regarding my fraudulent activity is going to result in Ally blaming me, the consumer, and leaving me out over {$2000.00} which is a life saving amount of money. I do everything I can to be the best customer possible and only want the best relationship with my financial institution. However, Ally feels cold and distant when it comes to anything their consumers need from them, and it should never feel this way. I told the representative on the phone today that an exception was the difference between me getting kicked out of my residence for violating my lease agreement due to non-payment and she simply continued to recite her script telling me my finds wouldn't be released for another few days. That's how little Ally cares for their customers. By the time they respond to this my paycheck will ( hopefully ) be released and available to me, however this has caused undue XXXX and frustrations beyond description. I have suffered fees and a lease violation as a result of Ally lying that they don't provide check hold exceptions. I have gone over a week unable to make bill payments due to the fraud and now as a result of Ally " hanging on to '' my paycheck, something that can quickly and reasonably be verified same-day. All of my accounts are positive and in good standing. There is no reason why I should be getting treated like I'm some sort of criminal doing nefarious activities.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78758
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/21 I requested a new debit card after attempted fraud transactions on my old debit card. On XX/XX/21 I contacted the bank and advised I still had not received my debit card and needed access to the funds in my account. I was told I could not access new funds and that I could request a new expedited card for a {$15.00} fee. It's unfair to deny access to funds and then charge a fee to expedite their own process I lost my job because I couldn't access funds I needed to get to and from work
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: i went to get my car appraised and the guy ran my credit to al these creditiors after i respectfully asked him not to do such!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 16601
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have disputed this account and have reached out to the company/creditors MANY times but failed. This account is being reported inaccurately and incorrectly on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2021-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX used deceptive tactics and allowed a credit blemish upon my history when they themselves stated they 1. couldn't recognize my identity 2. allowed Ally Auto to a backdoor deal wrongfully alleging that i owed a debt when it was paid in full as of XX/XX/2021. XXXX also stated in another document that this was not being reported on my credit history. They lied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89149
Submitted Via: Web
Date Sent: 2021-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was working with Ally to apply for a new home purchase mortgage and they purposefully mislead and lied to me on many occasions about my home loan application and hard credit checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90230
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: I was charged a disposition fee of {$390.00} after turning in my lease early to the same dealership I purchased the lease from. The dealer did not inform me of the disposition fee - but the part that's unusual is that it's from the lease company - Ally Bank. A disposition fee is defined as a fee charged to the person leasing the vehicle at the end of their lease to prepare the returned lease for the next buyer, but this fee is assessed by the bank and the dealer has nothing to do with this. I was originally told by several members at the dealership and at Ally auto that because I purchased a new vehicle from the same dealership - that I would not be responsible for this fee. They then said that it had to be purchased and financed with Ally auto to waive this fee. This is predatory and not acceptable behavior. I also tried to ask about this several times with the dealer and the bank. The bank keeps telling me they will have a supervisor reach out ( 3rd time now ) and I have yet to hear back. The dealer keeps saying I have to work with the bank. It has been a month and I can not get a clear answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A