Checking or savings account -- Managing an account -- Complaint #7159946
Complaint Overview
Complaint ID: 7159946
Company: Ally Financial INC.
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: California
ZIP Code: 90006
Date Received: 2023-06-23T12:00:00-05:00
Date Sent to Company: 2023-06-23T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
OnXX/XX/XXXX I changed the password to my savings account at Ally Bank as part of a routine password update using a different internet browser than I normally use, but using the same computer I always use to access my account. I was asked to verify the browser using 2-step SMS verification, and was able to successfully update my password. On XX/XX/ I received an email from Ally Bank saying that they had locked my account due to suspcious activity and that I should call their XXXX XXXX number. So I did and explained the situation and my suspicions that the password change had triggered this. However, instead of being able to unlock my account they told me that 1 ) My account was indefinitely locked until they completed a fraud investigation 2 ) That they could not tell me what had tripped the fraud investigation nor how long the investigation would take. 3 ) That I would not be able to access my bank account until the investigation completed and they called me back. They essentially provided no information has to how or why this fraud trigger had occurred and gave me no recourse or process for removing it besides answering some basic questions and then telling me they could not tell me when the investigation would conclude. I am now effectively unable to access my funds and have no idea when I will regain access. I have called them 3 times and each time been given the same line read response. I should not be losing access to this account and being given such a lack of detail into it and I need them to reopen it soon or at least provide me with a definite timeline and further context.
Frequently Asked Questions
What is Complaint #7159946 about?
Complaint #7159946 was filed against Ally Financial INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2023-06-23T12:00:00-05:00.
How did Ally Financial INC. respond to this complaint?
The company responded with: "Closed with non-monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Ally Financial INC.?
Yes, visit the Ally Financial INC. company profile at readthecomplaint.com/company/ally-financial-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.