Short version: BillPay to my mother (monthly contribution to family phone plan), she never received the check, someone else did and cashed it in their own name. Should be simple fault of the bank that accepted it... 2+ hours on the phone and multiple escalations, Ally says there's nothing they can do.
When my mother didn't receive the check I disputed it. I called after and explained the situation. Two weeks later Ally sent a message with a scan of the check, you can see the random person's signature clear as day, it wasn't a forgery of my mom's name, just the wrong name.
Then Ally reports nothing wrong and closes the complaint. I call back, explain further, it's now escalated, and it sounds like it should all get cleared up, simple forged/improper endorsement. I sent them a written affidavit from my mother stating she never received the check.
Two weeks later (tonight) and I get a call from Ally reporting that they've made their final decision and there's nothing they can do. They told me I need to "work it out with the vendor", who of course is my mother who did not receive the check.
Frustrating situation mostly because of the telephone-game shenanigans. Every time I called I could only talk to the customer service agent who assured me they'd convey it all to their "dispute team" or whoever. Then when a decision gets made I'm contacted by an intermediary who doesn't have the power to do anything based on what I explain.
Perplexed about what a person is supposed to do here? It was a $70 check so it's not the end of the world, but it seems clear as day that this is the problem of the depository bank that shouldn't have ever accepted it.