Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an Ally Invest account and sold 2 position in my account on 12/02/2024. Both of the securities I sold had a fractional share as well/ I sold both stocks when they were up and the full shares immediately sold but the fractional shares remained in my account. Last year I sold a stock off and after 24 hours I emailed ally invest and they told me those shoares would automatically liquidate a few days after the sale. Today I have reached out to Ally invest about how those fractional shares are still in my account even though I sold them on 12/2/24 and was told that they could liquidate those for me but it would be at the current stock price and NOT at the price I sold them at. I am now on the phone with an ally *** who's trying to help me but he can only do so much. Ally needs to liquidate the 2 positions I had (ABR and ****) at the price I sold them at on 12/2 and not s**** me out of money. Since ally will not let me sell these shares on my own I have directed the *** *** on the phone with to sell them at a limit order which is above what the price currently is but lower than when I sold them in december. If this is not resolved I will be filing a complaint with the appropriate federal agency because there is no way this is legal what they are doing. To make it very simple to whoever ends up reading this, ally owes me money and needs to make it right and pay me. I also have an email from last year when I had this same issue and ally support told me the fractional shares automatically liquidate a few days after the sale. So why did they automatically sell last time at the price I sold them at but now im being told they cannot? Were going to have a major problem if I am not paid the money I am owed.

  Business Response

  Date: 01/29/2025

  Reference Number #********

  
  Dear ****** ******:

  
  Ally Invest Executive Customer Relations received notice of your correspondence to the Better Business Bureau on January 9, 2025. In support of our commitment to quality, we appreciate the opportunity to review and respond to your concern.

  
  Ally strives to provide each customer with a high level of service, to act with professionalism, and to treat every customer fairly and with respect. We apologize for the inconvenience you experienced with your Ally Invest account.

  
  On January 9, 2025, you contacted Ally Invest via email regarding the delayed liquidation of fractional shares for your holdings of *********************** (ABR) and **************** ETF (****). You requested we compensate you for the loss you incurred due to the delay in the fractional share liquidation that should have occurred automatically on December 2, 2024, when the whole shares were liquidated. An inquiry was opened with our trading team.

  
  Per our policies and procedures, a clients fractional shares should be liquidated at the same price as the whole number of shares that were executed. A credit was applied to your account balance on January *******, to counteract the difference in market price you received because of this delayed fractional share liquidation.

  
  We appreciate the feedback you have provided regarding your experience. Your comments have been forwarded to our management team for review. Feedback such as yours allows us to pinpoint areas of concern for our clients and implement effective changes.

  
  If you have any further questions or need assistance in the future, you may contact us via **************************************** through the "Live Chat" link on our website, or by phone at **************.
  
  Sincerely,
  
  ******
  Executive Customer Relations
  Ally ********************
  P.O. ******************************
  ***************
  Ally Invest Securities LLC does not accept trading or money movement instructions via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA/SIPC.  ******** services offered through Ally Invest *************, a registered investment adviser. Ally Invest Advisors, Ally Invest Securities, and Ally Invest Group are wholly owned subsidiaries of *******************  View Invest disclosures. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE.
  
  Ally Invest Group Inc. | *********************************

  
  

  Customer Answer

  Date: 01/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** ******

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account at TradeKing which was acquired by **** several years ago. The account just sat. I attempted to login last week and was unable to do so. I called and was asked a bunch of questions about information they said they pulled from public data. They told me they were unable to verify me, despite the fact that I had verified every piece of personal information. They denied me access to the username and password to login to the account that I have had for many years because I don't recognize some random information they pulled from wherever. I was told that someone would call me. NO one called. I got an email saying to call in again. So I did.... same thing with questions about random information. I was told again that someone would follow up with a call. I got no call. I got another email saying to call back again. So I did... Same thing with questions about random information and then I was told that I had to send them documentation to prove who I am.....based on the fact that they pulled random information that I don't recognize. I asked them to escalate the matter. I was told that I would receive a call from someone to assist. No call. Today, I received another email saying to call back again. So I did... I was told again that I needed to send in a Driver's License and Social Security Card. Who said that I have a driver's license? Everyone does not drive. So I was told by **** that I needed to go get a state-issued ID or passport or they would not allow me to access my account. I asked **** to escalate the call, and he refused. He said that he would not do anything to help until I went to get a state-issued ID or passport and social security card. Naturally, I called my attorney who advised me to call back and just take a wild guess at the questions about random information prior to taking legal action. I spoke with *******. ******* advised that he was unable to ask me the questions about the random public information data that came from wherever...

  Business Response

  Date: 11/22/2024

  Re: CFPB No. 241104-16803794
        BBB Case No. 22512866
  
  Dear Author ********:
  
  I am writing in reference to your letter to the ************************************ (CFPB), which was forwarded to us on November 7, 2024, as well as your letter to the Better Business Bureau (BBB), which was forwarded to us on November 4, 2024, regarding your account.
  
  TradeKing launched in 2005, and Ally acquired TradeKing and launched it as Ally Invest in May 2017. By keeping your account with Ally ********************, you agreed to Ally Invests terms and disclosures,which can be found at ********************************************************.
  
  On October 29, 2024, a person claiming to be you called us, and we were unable to successfully authenticate the caller. Ally Invest ************************ must complete security measures designed to verify a customers identity prior to discussing any account or personal information. As part of our security measures, customers may need to complete account authentication by verifying personal information specific to them through questions pulled from public records. If you have concerns regarding the questions you are asked, you may utilize the following link to request a Consumer Disclosure Report: *********************************************. Additionally, in some circumstances,you may be able to request the correction of inaccurate personal information by contacting ************************* via U.S. mail or by calling ************** and speaking with a ***************************************** Representative.
  
  On October 30, 2024, for security purposes, your online account access was disabled. Keeping our customersaccounts and personal information secure is a top priority. Ally Invest or our clearing firm, ************************* (****), may at any time, at our discretion and without prior notice to you, prohibit or restrict your access to the use of the website, mobile application, or other services; otherwise prohibit or restrict your ability to trade; refuse to accept any of your transactions; refuse to execute any of your transactions; and/or terminate your account. This information is available in the Ally Invest Securities (AIS)Customer Agreement, which can be found at **********************************************************************************. Later that day, we sent an email to your email address on file confirming the above-referenced information and asking you to call us.
  
  On November 1, 2024, we received an email from your email address on file inquiring about online account access.Later that day, a person claiming to be you called us, and we were once again unable to successfully authenticate the caller.
  
  On November 4, 2024, we sent an email to your email address on file confirming we are unable to assist with online account access via email. Later that day, a person claiming to be you called us on two separate occasions. During each interaction, the caller was informed of the requirement to submit identification documentation (ID), such as a copy of the account owners drivers license, or alternative government issued ID, and Social Security card.
  
  As of the date of this communication,we have not received a copy of your identification documentation (drivers license, or alternative government issued ID, and Social Security card) which is needed for us to review your matter further. Until we receive the requested documentation, we are unable to process your request to close the account. This documentation can be sent to us through one of the following methods:
  
  Mailing address: Ally Invest, P.O. ******************************
  Physical address (for overnight deliveries): Ally Invest, ***********************************************************
  Fax: **************
  
  If you have any further questions or need assistance in the future, you may contact us via **********************************************************************,through the Live Chat link on our website, or by phone at **************.
  
  Sincerely,
  
  *****
  Executive Customer Relations
  Ally ********************
  P.O. ******************************
  **************
  
  If you have questions about this information, please contact us at **********************************************************************.
  Ally Invest Group Inc. | P.O. ******************************
  
  Ally Invest Securities LLC does not accept trading or money movement instructions via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA/SIPC. ******** services offered through Ally Invest *************, a registered investment adviser. Ally Invest Advisors,Ally Invest Securities, and Ally Invest Group are wholly owned subsidiaries of ******************. View Invest disclosures. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE.

• Initial Complaint

  Date:10/13/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had an account with ********* for years then decided to open an Invest account just because they offered mutual funds. Their platform is very primitive and slow and not conducive for quick trading. Also, I've noticed other complaints about the company are similar to mine and I think that is a fledgling company trying to make their way up by stealing or illegally seizing their customer's money under the pretext of security. I only used them because I've had ally bank with no problems, but if I had known this investment account is operated like a different company and had such a bad reputation, I wouldn't have used them. Even after all this trouble, they're still acting like they're trying to protect you when they're trying to steal from you. As I complain today. I cannot see my account details, nor my updated account value, plus I have missed a week and a half of trading days. After opening the ALLY INVEST account I began noticing issues with login. Somedays you cannot access the account after logging in, on Other days you can't even see the account information at all. After getting exhausted by these and losing trading days, I called them on one occasion when I could not access my account.They wanted to ask security questions generated by an identification system (something I have never failed in my life) then after answering those questions, they told me I had failed the ** questions and that they could not help me further. They were rude and dismissive. This went on for several calls and days where they asked silly questions about cars sold 20 to 15 years ago (and I've bought and sold many).They never ask questions about you or your person but ask about cars and phone numbers and still tell you you failed the questions even when you are correct. Its been 2 weeks now with no access to my account to trade and I intend to end this nonsense immediately. I've sent in ** and SSC they asked for. If it's not resolved with BBB I'l seek immediate legal action.

  Business Response

  Date: 10/28/2024

  FINRA Reference Number: 20240837770
  BBB Reference Number: 22416643
  
  Dear ******** Emesowum:
  
  I am writing in reference to your letters to the *************************************** (FINRA) and Better Business Bureau (BBB), which were forwarded to us on October 17 and 13, 2024,respectively, regarding your account.
  
  On October 7, 2024, a person claiming to be you called us, and we were unable to successfully authenticate the caller. Ally Invest ************************ must complete security measures designed to verify a clients identity prior to discussing any account or personal information. As part of our security measures, clients may need to complete account authentication by verifying personal information specific to them through questions pulled from public records. If you have concerns regarding the questions you are asked, you may utilize the following link to request a Consumer Disclosure Report: *********************************************. Additionally, in some circumstances,you may be able to request the correction of inaccurate personal information by contacting ************************* via U.S. mail or by calling ************** and speaking with a ***************************************** Representative.
  
  Later that day, for security purposes,your online account access was disabled. Keeping our clients accounts and personal information secure is a top priority. Ally Invest or our clearing firm, ************************* (****), may at any time, at our discretion and without prior notice to you, prohibit or restrict your access to the use of the website, mobile application, or other services; otherwise prohibit or restrict your ability to trade; refuse to accept any of your transactions;refuse to execute any of your transactions; and/or terminate your account. This information is available in the Ally Invest Securities (AIS) Customer Agreement, which can be found at **********************************************************************************.
  
  On October 8, 2024, a person claiming to be you called us, and we were once again unable to successfully authenticate the caller. That same day, another person claiming to be you called us. During that interaction, the caller was advised to submit identification documentation, such as a copy of the account owners drivers license and Social Security card. Later that day, we received an email from your email address on file with a copy of your identification documentation attached.
  
  On October 10, 2024, after reviewing your account history and the above-referenced documentation, we restored online account access. However, on October 11, 2024, a person claiming to be you called us, and we were once again unable to successfully authenticate the caller. As such, for security purposes, your online account access was disabled on October 14, 2024.
  
  On October 16, 2024, you contacted us via phone. During the interaction, we were able to successfully complete account authentication. On October 17, 2024, after reviewing your account history and situation further, we restored your online account access.
  
  Regarding your concerns about the accessibility and functionality of our platform, we appreciate you bringing this to our attention. Feedback, such as you have provided, is very important to us as we are always striving to make our platform a better experience for our users. Your feedback has been shared with our management team, who will use the information to improve the experience for our clients.
  
  In your concerns, you also indicated that you were treated rudely during telephone conversations. Ally Invest attempts to provide each customer with a high level of service, act with professionalism, and treat every customer fairly and with respect. Upon receipt of your concern, we conducted a review of your interactions. As a result of our review of the above-referenced interactions, we found no inappropriate behavior.
  
  We regret any inconvenience these matters may have caused you and if our service did not meet your expectations.Nothing is more important than retaining your confidence, and we hope you will give us the opportunity to provide you with the positive experience you have come to expect from Ally Invest.
  
  If you have any further questions or need assistance in the future, you may contact us at **********************************************************************,through the Live Chat link on our website, or by phone at **************.
  
  Sincerely,
  
  *****
  Executive Customer Relations
  Ally ********************
  P.O. ******************************
  **************
  
  If you have questions about this information, please contact us at **********************************************************************.
  Ally Invest Group Inc. | *********************************
  
  Ally Invest Securities LLC does not accept trading or money movement instructions via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA/SIPC. ******** services offered through Ally Invest *************, a registered investment adviser. Ally Invest Advisors, Ally Invest Securities, and Ally Invest Group are wholly owned subsidiaries of ******************. View Invest disclosures. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE.

  Customer Answer

  Date: 11/03/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Although the issue has been resolved,  I want to make a few clarifications. The company,  Ally Invest, never restored access to my account until after I filed a complaint with BBB and *****. I went over two weeks without access to my account and no ability to make stock trading. It was a very testy, stressful, and frustrating situation and there was no urgency nor willingness of the company to help me resolve the issue even though I came up with several ways to resolve the matter.  I would not have any access to my account if I had not reported to BBB and ***** who I believe offered alternate options for verification. The situation was so annoying,  I never want to experience it again and will not do business with them anymore as soon as I can clear all assets. 

  Thanks to BBBBfor brokering this complaint.

  
  Regards,
  
  ******** Emesowum

• Initial Complaint

  Date:09/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a savings and checking account with *********. They sent me a promotion offer in July to open an Investment account and if I kept it for 3 months with reoccurring deposits then I would get $100 . I opened the investment account and kept it for 3 months and I put $260 of my own money from my other Ally accounts into it with reoccurring deposits. I was credited $100 by Ally for the promo 3 months in. I then months later, tried to transfer the money from the investment account that I never invested in any stocks and is just sitting there not making money. (I opened the account solely for the promo) to my ************ account and it wouldn't let me and said to give them a call. I gave them a call and I said I wanted to cancel my account and they first said they would send a code to my phone but then said they couldn't verify that way though my phone was verified by their automated system! It was just an internal transfer to my own banking account with Ally so of course it was me! They then said they would be asking me multiple choice questions of what was publicly available information to protect my account. I asked how this would protect my account then if it was public. They took me through a whole series of bogus questions. When they were finished they said I didn't pass the multiple choice test and that I couldn't access my money to transfer it to their own bank accounts and that I couldn't close my account either. All my Ally account are totally accessible so why? I also tried to get them to send me a check in the mail through the online option and that too was refused. They will not send me money, close the account, or transfer it to an existing Ally account which is an internal transfer! They refuse to tell me what other ways I can close the account and will not grant me access to my money-$100 promo and $260 of my own! I have no way to get that money out and they refuse to let me take the money or close the account. Why are they stealing? Help

  Business Response

  Date: 10/11/2024

  Re: CFPB No. 240916-16069638
        BBB Case No. 22301625
  
  Dear ***** *******:
  
  I am writing in reference to your letter to the ************************************ (CFPB), which was forwarded to us on September 16, 2024, as well as your letter to the Better Business Bureau, which was forwarded to us on September 18, 2024, regarding your account.
  
  Between June 3 and September 3, 2024,you transferred a total of $270.00 from ********* to your Ally Invest account ending in 1171. On August 16, 2024, a $100.00 cash bonus was credited to your Ally Invest account ending in 1171 as a result of completing the requirements for a promotional offer. As of the end of the day on September 4, 2024, the balance in your Ally Invest account ending in 1171 was $370.00.
  
  On September 5, 2024, you submitted an online Good-Til-Cancelled (***) order to buy two shares of ************* (WMT)stock at a limit price of $65.00 and an online *** order to buy one share of ********************* (D) stock at a limit price of $55.56. *** orders remain open until filled or cancelled and can be executed at any time. Required funds are set aside to ensure order execution and are not available for use or withdrawal unless the *** order is cancelled by the client prior to execution.
  
  On September 16, 2024, you submitted eight separate online requests of various amounts and types to withdraw funds from your Ally Invest account ending in 1171. The requests were rejected because the withdrawal amounts were more than your available cash balance when factoring in the buy orders you submitted on September 5, 2024, that had yet to execute or be cancelled.
  
  Additionally on September 16, 2024, a person claiming to be the joint owner of your Ally Invest account ending in 1171 contacted us by phone. During the interaction, the individual declined completing our account authentication process. Later that day, a person claiming to be you contacted us by phone. During the interaction, the ************* Associate was unable to successfully authenticate the caller.
  
  Ally Invest ************* Associates must complete security measures designed to verify a clients identity prior to discussing any account or personal information. As part of our security measures, clients may need to complete account authentication by verifying personal information specific to them through questions pulled from public records. If you have concerns regarding the questions you are asked, you may utilize the following link to request a Consumer Disclosure Report: *********************************************. In some circumstances, you may be able to request the correction of inaccurate personal information by contacting ************************* via U.S. mail or by calling ************** and speaking with a ***************************************** Representative.
  
  On September 17, 2024, your online access was disabled until we could complete additional due diligence for security purposes. That same day, we sent an email to your email address on file advising of the restriction. Keeping our clients accounts and personal information secure is a top priority. Ally Invest or our clearing firm, ************************* (****), may at any time, at our discretion and without prior notice to you, prohibit or restrict your access to the use of the website, mobile application, or other services; otherwise prohibit or restrict your ability to trade; refuse to accept any of your transactions; refuse to execute any of your transactions; and/or terminate your account. This information is available in the Ally Invest Securities (AIS) Customer Agreement, which can be found at: **********************************************************************************.
  
  On September 24, 2024, **** received a request for a full outgoing transfer of your Ally Invest account ending in 1171 to *******************************. On September 27, 2024, Apex processed the full outgoing transfer of your Ally Invest account ending in 1171 to ********************************
  
  As of the date of this letter, your Ally Invest account ending in 1171 is closed with a zero balance.
  
  If you have any further questions or need assistance in the future, you may contact us via **********************************************************************,through the Live Chat link on our website, or by phone at **************.
  
  Sincerely,
  
  *****
  Executive Customer Relations
  Ally ********************
  P.O. ******************************
  **************
  
  If you have questions about this information, please contact us at **********************************************************************.
  Ally Invest Group Inc. | *********************************
  
  Ally Invest Securities LLC does not accept trading or money movement instructions via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA/SIPC. ******** services offered through Ally Invest *************, a registered investment adviser. Ally Invest Advisors, Ally Invest Securities, and Ally Invest Group are wholly owned subsidiaries of ******************. View Invest disclosures. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE.

  Customer Answer

  Date: 10/29/2024

  The response was all lies not true, why could I not transfer or close the account and have the remaining few hundred dollars mailed to me by check.  No other accounts have any sort of problems and I have good credit and history with all other accounts.  Did Ally think the phone number that their automated system authenticated me by was the wrong one they wouldn't even send a code and had to put me through some phony b.s. public record search like do you have a professional liscence and other weird ridiculous questions not normal credit questions.  Ally was trying to steal my money.  They would have succeed too but I was finally able to close the account because I was able to initiate an electronic transfer request from a different stock account I have with another bank who would transfer the cash that Ally would no let me transfer to their own account my former checking account with them that was open at the time nor close.  I have now closed all accounts with Ally.  Do not trust this business with your money.  They would not send me a check to my address on file same address I have always had do they think someone is impersonating me and would be able to cash a check made out to me at MY ADDRESS?  I am outraged that a company in *********, NC would act this way towards it's customers a city known for graciousness and hospitality.  Don't be fooled!

• Initial Complaint

  Date:06/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was disabled 5-6 years ago. I called multiple times and was promised that it would be re-activated. It never happened. My money is being held at **** with no way for me to access it.

  Business Response

  Date: 06/27/2024

  Dear *******************:
  
  I am writing in reference to your email and letter to the Better Business Bureau (BBB), which were forwarded to us on June 11, 2024, regarding your Ally Invest account. The security of our clients private information is a top priority. Due to privacy concerns with the BBBs practice of publishing a companys response to a consumer online, we informed the BBB that we would be responding directly to you.
  
  When an account is opened or updated, we are required under Know Your Customer industry rules to verify the information provided for the account. Industry consumer databases are used to verify this information. If we are unable to verify one or more pieces of information for an account, we must request additional verification be provided by the account holder.
  
  On October 9, 2019, you updated your residential and mailing address online. Unfortunately, we were unable to verify the residential address. On October 21, 2019, we sent an email requesting documentation linking you to this residential address. Your account was restricted pending receipt of the required documentation.
  
  On June 12, 2024, we received an outgoing Automated Customer Account Transfer (ACAT) request from Robinhood, and the transfer was completed on June 18, 2024. Your account has been closed.
  
  If you have any further questions or need assistance in the future, you may contact us at **************************************** through the Live Chat link on our website, or by phone at **************. We are available 24 hours a day, 7 days a week.
  
  Sincerely,
  
  ******
  Executive Customer Relations
  Ally ********************
  P.O. ******************************
  **************
  
  The content of all messages is subject to access, review, archival and disclosure by Ally Invest system and compliance administrators. System response and account access times may vary due to a variety of factors, including trading volumes, market conditions, system performance, and other issues. Ally Invest Securities LLC and its associates do not accept instructions to effect securities transactions or funds transfers via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA / SIPC. For background on Ally Invest Securities go to FINRAs BrokerCheck. ******** services offered through Ally Invest ************** a registered investment adviser. View disclosures. Ally Invest Advisors and Ally Invest Securities are wholly owned subsidiaries of ******************* Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information, please contact us at ***************************************.
  
  Ally Invest Group Inc. | *********************************
  ******************* 2023. All rights reserved.
  
  Ally Email Identifier: ref:!00D3006k37.!5004Q02udEkn:ref

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had so many problems with ally invest. Over the past few years the platform has not let me login MANY times while the stock market was open, would show I had no stocks in my portfolio when logging in and most recently licked me out of trading because of a mistake on THEIR end. This has happened dozens of times and when you contact ally customer support they take forever to get back go you and then the problem is fixed. Yesterday I attempted to purchase a security and when attempting to proceed with the order I got a message saying trading has been disabled contact ally to place a trade over the phone. Ally rejected the order and I immediately called the number on the screen. The automated message says it was a 3 min wait or I could be called back when I was at the top of the queue. After an hour I called the number back and after waiting 10 min I hung up because I didnt feel like waiting anymore. **** eventually called back 7 HOURS later. They told me that I would be able to purchase securities tomorrow morning. But since the lay form didnt work I was unable to login and buy the stock when I wanted to and the price was lower. All should give me the stock I attempted to buy yesterday at the price I was going to buy it at. This type of thing has probably happened over a dozen times since having an invest account and ally does not care at all.

  Business Response

  Date: 06/04/2024

  Reference Number - 21678019
  
  Dear *************************,
  
  Thank you for contacting Ally Invest.
  
  Ally Invest Executive Customer Relations received notice of your correspondence to the Better Business Bureau (BBB) on May 7, 2024. In support of our commitment to quality, we appreciate the opportunity to review and respond to your concern.
  
  Ally strives to provide each customer with a high level of service, to act with professionalism, and to treat every customer fairly and with respect. We apologize for the inconvenience you experienced with your Ally Invest account.
  
  On May 7, 2024, Ally Invest received your feedback through the BBB regarding technical issues you experienced with ally.com electronic trading system and feedback on your experience with our phone call hold times.
  
  Between May 3 and May 6, 2024, your trade status and order history may have displayed incorrectly in your accounts. Once this issue was identified, we immediately escalated the issue to our Tech Team who resolved the issue prior to the market opening on May 7, 2024.
  
  You stated that on May 6, 2024, trading restrictions Ally Invest placed on your investment account prevented you from purchasing 2 shares of EPR Properties (EPR) at a limit of $41.61, good for the day, and 1 share of Cornerstone ************************* (CLM) at market price.
  
  In the event our electronic trading system encounters issues, or prevents you from placing trade requests online, our telephone order entry system can be utilized. Ally Invest phone support agents can be reached at *************** to enter trade requests on your behalf. Ally Invest does not compensate for perceived losses due to technical issues experience while utilizing the ally.com website or our *********** application.
  
  These details can be reviewed in the Electronic Trading System Disclosure made available during the account opening process and viewable here:
  
  **********************************************************************************
  
  At Ally Invest, we are driven to ensure that every interaction is extraordinary and make every effort to assist customers as quickly as possible. When there are higher-than-normal call volumes, customers contacting ************* may experience longer wait times, and depending on the circumstances of each call, estimated wait times are subject to change.
  
  We appreciate the feedback you have provided regarding your experience. Your comments have been forwarded to our management team for review. Feedback such as yours allows us to pinpoint areas of concern for our clients and implement effective changes.
  
  Please feel free to contact us any time with questions or comments you might have regarding your account or our website. We can be reached via ***************************************, through the Live Chat links on our website, or by phone at ************.
  Sincerely,
  
  ******
  Executive Customer Relations Specialist
  Ally Invest
  PO Box *****, ********** NC ******** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol";">**************
  
  The content of all messages is subject to access, review, archival and disclosure by Ally Invest system and compliance administrators. System response and account access times may vary due to a variety of factors, including trading volumes, market conditions, system performance, and other issues. Ally Invest Securities LLC and its associates do not accept instructions to affect securities transactions or funds transfers via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA / SIPC. For background on Ally Invest Securities go to FINRAs BrokerCheck. ******** services offered through Ally Invest ************** a registered investment adviser. View disclosures. Ally Invest Advisors and Ally Invest Securities are wholly owned subsidiaries of ******************* Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information, please contact us at ***************************************.
  
  Ally Invest Group Inc. | PO Box *****, *********, NC ******** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol";"> ******************* 2023. All rights reserved.

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a bond mature and called the trade desk to have them help me purchase a new T-Bond last Friday. It was the strangest experience that only seems to be getting worse by the day. After going through their authentication process by sending me a code to my text which I confirmed they then asked me all sorts of questions about properties which my ex-husband used to live. Naturally I failed those questions because they were not for me. The trader then says there is nothing I can do to move forward and will have to try next week. Huh? What are you talking about? I have cash that I need to buy a bond to start collecting my interest. I then ask to speak to a supervisor the resolve getting authenticated and the trader flat out says no. They will not transfer the call. I was shocked and speechless. Totally being held hostage to not being able to purchase a bond. I call back today (Monday) and luckily bumble through the right authentication answers. I ask to confirm my cash position and the trader says he needs to put me on hold for FIVE minutes to find that info. I'm besides myself wondering how is this possible. They cant tell me my cash position. Finally he comes back and has the amount. I then proceed to ask him to purchase 2yr T-Bonds with the available cash. He says, no, he can't buy bonds for me. I had to confirm that I thought I was talking to the trade desk. Yes, trade desk but we dont purchase bonds for clients. I'm beyond at a loss at this point. Is this even legal to have a trade desk that won't help a customer place a trade? Then I ask to speak to a manager or compliance manager. No he responds. He wont transfer the call and that is not in their policy. I explain I'm filing a formal complaint and he still refuses to transfer me to a compliance manager. I fairly certain that right this is a violation. This company is an absolute joke. I recommend going anywhere else but the absolute last place to have an account is with ALLY!!!!

  Business Response

  Date: 03/07/2024

  Re: FINRA Reference Number: 20240813376
  BBB complaint #********
  
  Dear *******************************:
  
  I am writing in reference to your letter to the Financial ***************************** (FINRA), which was forwarded to ** on February 22, 2024, as well as your letter to the Better Business Bureau (BBB), which was forwarded to us on February 21, 2024, regarding bond maturity and the purchase of a new bond, as well as the account authentication process and account access.
  
  On February 15, 2024, a quantity of 770 ************* Treasury Note Stripped Principal Pmt was sold from your Ally Invest account ending in 4958 and you received cash for the called issue in the amount of $770,000.00. Later that day, you contacted us by phone with your son on the line. During that interaction, you were able to successfully complete account authentication and inquired about the treasury note. The ************* Associate confirmed settlement can take up to three business days for fixed income securities.
  
  On February 16, 2024, you contacted us by phone with your son on the line. During that interaction, you were unable to successfully complete account authentication.
  
  Keeping our clients accounts and personal information secure is a top priority. Ally Invest ************* Associates must complete security measures designed to verify a clients identity prior to discussing any account or personal information. As part of our security measures, clients may need to complete account authentication by verifying personal information specific to them through questions pulled from public records. If you have concerns regarding the questions you are asked, you may utilize the following link to request a Consumer Disclosure Report: *********************************************. Additionally, in some circumstances, you may be able to request the correction of inaccurate personal information by contacting LexisNexis Risk Solutions via **** mail or by calling ************** and speaking with a LexisNexis Risk ************************* Representative.
  
  On February 20, 2024, your online access and trading abilities were disabled for security purposes as we were unable to authenticate you during the above-reference interaction. Ally Invest or our clearing firm, ************************* (Apex), may at any time, at our discretion and without prior notice to you: prohibit or restrict your access to the use of the website, mobile application, or other services; otherwise prohibit or restrict your ability to trade; refuse to accept any of your transactions; refuse to execute any of your transactions; and/or terminate your account. This information is available in the Ally Invest Securities (AIS) Customer Agreement, which can be found at: **********************************************************************************.
  
  Later that day, you contacted us by phone with your son on the line. During that interaction, you were able to successfully complete account authentication and confirmed it was you who contacted us on February 16, 2024. Additionally, you and your son inquired about purchasing bonds. The ************* Associate informed you that he cant place a bond order by phone and offered to assist with showing you how to place bond orders online, which you declined.
  
  On February 23, 2024, after reviewing your account and interactions, we restored your online access and trading abilities.
  
  We empathize with any inconvenience or frustration you may have experienced; however, outside of the time in which your Ally Invest account was restricted for security purposes between February 20, and 23, 2024, we offer the ability to buy a bond online.
  
  If you have any further questions or need assistance in the future, please feel free to contact us at **************************************** through the Live Chat link on our website, or by phone at **************. We are available 24 hours a day, 7 days a week.
  
  Sincerely,
  
  *****
  Executive Customer Relations
  Ally ********************
  P.O. Box *****, *********, ** 28230
  **************
  
  The content of all messages is subject to access, review, archival and disclosure by Ally Invest system and compliance administrators. System response and account access times may vary due to a variety of factors, including trading volumes, market conditions, system performance, and other issues. Ally Invest Securities LLC and its associates do not accept instructions to affect securities transactions or funds transfers via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA / SIPC. For background on Ally Invest Securities go to FINRAs ***********. ******** services offered through Ally Invest ************** a registered investment adviser. View disclosures. Ally Invest Advisors and Ally Invest Securities are wholly owned subsidiaries of ******************* Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information, please contact us at ***************************************.
  
  Ally Invest Group Inc. | PO Box *****, *********, ** 28230
  ******************* 2023. All rights reserved.
  

  Customer Answer

  Date: 03/07/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  This merely reiterates what already happened which is exactly why I filed a complaint.  There is no any sort of resolution.  I have purchased bonds in the past over the trade desk with ****.  Now, without any notice, Ally is apparently not offering trade desk support for bond purchases.  I don't have the aptitude to purchase online which is why I have always utilized the trade desk in the past and without issue.  Now I am being damaged every day that passes since they will not help purchase the bonds in my account.  Again, no notice that their policies have changed and I'm stuck until I can move the account or get help just like I have previously from their trade desk.   
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They locked my account where I have no access to cash or investments. I have lost hundreds of dollars in interest . They ask security questions to answer about people I have no knowledge of. Deliberate withholding my assets from my use

  Business Response

  Date: 03/07/2024

  Re: SEC Reference Number: 01372411
  BBB Complaint Number: 21306433
  
  Dear *******************:
  
  I am writing in reference to your letter to the Securities and ******************* (SEC), which was forwarded to Ally Invest on February 22, 2024, as well as your letter to the Better Business Bureau (BBB), which was forwarded to Ally Invest on February 17, 2024, regarding account access, interest, and transfer of funds.
  
  On January 25, 2024, you opened your Ally Invest Self-Directed Cash Account ending in 9974 online, and linked your PNC Bank, NA account ending in 3166 for Automated Clearing House (ACH) transfers.
  
  On January 31, 2024, you transferred assets to your Ally Invest account from ******* *****. On February 5, 2024, an ACH deposit of $126,000.00 from your PNC Bank, NA account to your Ally ******************** account processed. Later that day, you linked your LGE ********************** accounts ending in 8110 and 9928 for ACH transfers.
  
  On February 13, 2024, you contacted us by phone. During that interaction, the ************* Associate confirmed that cash in Ally Invest accounts does not earn interest. Later that day, at 11:14 a.m. Eastern Time (ET), you submitted an online request to transfer $100,000.00 from your Ally Invest account to your ********* account ending in 3113, which was rejected. At approximately 11:15 a.m. ET, while speaking with a ************* Associate by phone, case numbers ******** and ******** were submitted to transfer $50,000.00 from your Ally Invest account to your PNC Bank, NA account on February 13, and 14, 2024. This is due to a $50,000.00 ACH withdrawal per day maximum and requirement that ACH withdrawals can only be returned to the source bank or firm for a period of 60 calendar days from the date of deposit.
  
  On February 14, 2024, for security purposes, online access, trading abilities, and money movement capabilities were disabled for us to complete additional due diligence. Ally Invest or our clearing firm, ************************* (Apex), may at any time, at our discretion and without prior notice to you, prohibit or restrict your access to the use of the website, mobile application, or other services; otherwise prohibit or restrict your ability to trade; refuse to accept any of your transactions; refuse to execute any of your transactions; and/or terminate your account. This information is available in the Ally Invest Securities (AIS) Customer Agreement, which can be found at: **********************************************************************************.
  
  On February 15, 2024, you contacted us by phone on two separate occasions. During each interaction, the ************* Associate was unable to successfully authenticate you. During the second interaction, the ************* Associate informed you of the requirement to submit identification documentation.
  
  Keeping our clients accounts and personal information secure is a top priority. Ally Invest ************* Associates must complete security measures designed to verify a clients identity prior to discussing any account or personal information. As part of our security measures, clients may need to complete account authentication by verifying personal information specific to them through questions pulled from public records. If you have concerns regarding the questions you are asked, you may utilize the following link to request a Consumer Disclosure Report: *********************************************. Additionally, in some circumstances, you may be able to request the correction of inaccurate personal information by contacting LexisNexis Risk Solutions via U.S. mail or by calling ************** and speaking with a LexisNexis Risk ************************* Representative.
  
  On February 22, 2024, after receiving your identification documentation on February 21, 2024, and completing additional due diligence, we restored your online access, trading abilities, and money movement capabilities. On February 23, 2024, two transfers of $50,000.00 from your Ally Invest account to your PNC Bank, NA account were processed. On February 26, 2024, you submitted an online request to transfer $20,553.62 from your Ally Invest account to your PNC Bank, NA account, which processed the same day.
  
  We regret any frustration you experienced regarding earning interest on cash in Ally Invest accounts; however, we are unable to corroborate how you received information stating cash in Ally Invest accounts earns interest of 4.5%.
  
  If you have any further questions or need assistance in the future, please feel free to contact us via this email address, through the Live Chat link on our website, or by phone at **************. We are available 24 hours a day, 7 days a week.
  
  Sincerely,
  
  *****
  Executive Customer Relations
  Ally Invest
  P.O. Box *****, *********, ** 28230
  **************
  
  The content of all messages is subject to access, review, archival and disclosure by Ally Invest system and compliance administrators. System response and account access times may vary due to a variety of factors, including trading volumes, market conditions, system performance, and other issues. Ally Invest Securities LLC and its associates do not accept instructions to affect securities transactions or funds transfers via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA / SIPC. For background on Ally Invest Securities go to FINRAs BrokerCheck. ******** services offered through Ally Invest ************** a registered investment adviser. View disclosures. Ally Invest Advisors and Ally Invest Securities are wholly owned subsidiaries of ******************* Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information, please contact us at ***************************************.
  
  Ally Invest Group Inc. | PO Box *****, *********, ** 28230
  ******************* 2023. All rights reserved.

• Initial Complaint

  Date:01/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recived an email on a recent trade I had made. I reponded I had not made any trades in the lost few months.Received an email on 4 Jan **** that the case was being investigated from *************************************> sanying To help track your inquiry we have generated a case number - ******** As of todday 12 Jan 24, no further response even after sending them 3 more messages. Shows **********************

  Business Response

  Date: 01/26/2024

  Reference Number - 21137222
  Dear *****************************,

  Ally Invest Executive Customer Relations (ECR) received notice of your correspondence to the Better Business Bureau on January 12,****. In support of our commitment to quality, we appreciate the opportunity to review and respond to your concern.

  Ally strives to provide each customer with a high level of service, to act with professionalism, and to treat every customer fairly and with respect. We regret to hear the frustration you experienced with your Ally Invest account.

  On January 4, ****, January 12, ****, and January 13, ****,you contacted Ally Invest via email stating there were possible unauthorized trades within your account. You also provided feedback regarding your experience with this process and lack of communication on our part. Your inquiry was sent to our ECR team to address.

  We further regret any confusion our service teams auto reply email may have caused. Typical response time for the Ally Invest service team regarding account requests or inquiries is typically 1-2 business days. Once an interaction is deemed a complaint, the interaction is forwarded as a complaint to our ECR team and can take up to 30 days to research and respond to your concerns. Your additional email messages were documented and attached to the open ECR case while the issue was under investigation. For your convenience,Ally Invest service associates are available 24/7 through the Live Chat links on our website, or by phone at ************ for any immediate concerns or questions.

  The trading activity referenced on January 2, ****, was due to the removal of expired rights initiated by our clearing firm, Apex clearing **** The short-term rights offering expired for ************************ L.P.(****) corporate action at 5:00 p.m., ************* time, on December 13, 2023.The **** rights were removed from your account January 2, ****, once the corporate action had completed. No unauthorized activity was found.

  More information regarding the **** rights offering can be viewed on the SEC website and the ************************ L.P investor relations site:

  ************************************************************************************
  ***************************

  We appreciate the feedback you have provided regarding your experience with this process and the lack of communication on your concerns.Your interaction details and comments have been forwarded to our management team for review. Feedback such as yours allows us to pinpoint areas of concern for our clients and implement effective process improvements.

  Please feel free to contact us any time with questions or comments you might have regarding your account or our website. We can be reached via **************************************** through the Live Chat links on our website, or by phone at ************. We are here for you 24/7.
  Sincerely,

  ******
  Executive Customer Relations Specialist
  Ally ********************
  PO Box *****, *********, ** 28230
  **************

  
  The content of all messages is subject to access, review,archival and disclosure by Ally Invest system and compliance administrators.System response and account access times may vary due to a variety of factors,including trading volumes, market conditions, system performance, and other issues. Ally Invest Securities LLC and its associates do not accept instructions to affect securities transactions or funds transfers via email.Securities products and services offered through Ally Invest Securities LLC,member FINRA / SIPC. For background on Ally Invest Securities go to FINRAs BrokerCheck. ******** services offered through Ally Invest ************** a registered investment adviser. View disclosures. Ally Invest Advisors and Ally Invest Securities are wholly owned subsidiaries of ************** Inc.Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information, please contact us at ***************************************.
  Ally Invest Group Inc. | PO Box *****, *********, ** 28230
  ************** Inc. 2023. All rights reserved.
  Ally Email Identifier: ref:!00D3006k37.!5004Q02rUceW:ref

  Customer Answer

  Date: 01/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below: You must provide details of why you are not satisfied with this resolution. Please type details here:]

  All I have gotten is the response that they did not respond to in the first case number - ********. When I sent email questioning the trade on 4 Jan, they sent response and Never followed up on it. I question the traded over 3 weeks ago.  As far as I'm concerned they still have not explained anything.

   
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Ally Invest, an online brokerage firm. I am extremely dissatisfied with the treatment and actions I have experienced. I believe my rights as a customer have been violated. I have exhausted all avenues of communication with Ally Invest and have not received a resolution. Details:Freezing of My Investing Accounts:Ally Invest abruptly froze all of my investing accounts without providing a reasonable explanation or prior notice. This action left me unable to access my investments and caused significant financial distress.Unjust Accusations of Fraud:Ally Invest submitted a fraud case against me, which was subsequently dismissed and deemed to have no merit. I can provide documentation to support this fact. It is deeply concerning that such a serious allegation was made without proper investigation or evidence.Poor Customer Service:I have repeatedly attempted to reach out to Ally Invest via phone and email to address these issues and seek a resolution. During these attempts, I have encountered unprofessional behavior from customer service representatives, including multiple instances of being hung up on.Lack of Supervisor Response:I escalated my concerns to supervisors at Ally Invest, but they have consistently refused to answer my calls or respond to my emails. This lack of communication further exacerbates the frustration and stress I have experienced throughout this ordeal.Absence of a Reason for Account Closure:Ally ******************** has not provided a valid reason for the closure of my accounts. I maintain that I have not engaged in any wrongful or illegal activity that would warrant such drastic action.Concerns of Discrimination:I am concerned that my treatment by Ally Invest may be related to racial discrimination. While I cannot definitively prove this, the absence of a reasonable explanation for their actions raises suspicions and warrants investigation.I kindly request that BBB conducts an investigation

  Business Response

  Date: 10/12/2023

  Reference Number 20637109
  
  Dear Shebrit Sulejmani:
  
  I am writing in reference to your letter to the Better Business Bureau, which was forwarded to Ally Invest on September 21, 2023, regarding your accounts and interactions with us. On September 19, 21, and 22, 2023, we received similar concerns from you directly via email. We appreciate the opportunity to respond to your concerns.
  
  Ally Invest is opposed to discrimination on the basis of race, color, religion, national origin, ***, marital status, age, or any other basis prohibited by law. We want you to know that we take your concern of discrimination very seriously and have carefully reviewed the facts of this claim. Based on this review, we found no irregularities or unfair treatment on any prohibited basis regarding the way your interactions were handled.
  
  Between August 19, 2023, and September 17, 2023, you opened 88 Ally Invest Individual Cash accounts, and two of the 88 accounts were funded:
  
  On August 21, 2023, $0.01 was transferred into Ally Invest account ending in **** from ********** On September 18, 2023, $0.01 was returned to **********
  On August 23, 2023, $0.01 was transferred into Ally Invest account ending in **** from ********** On September 18, 2023, $0.01 was returned to **********
  
  On September 19, 2023, we sent you an email stating the following, Ally Invest has made an irrevocable business decision to close your Ally Invest accounts. We do not feel that Ally Invest is the best broker to facilitate your investment needs at this time. You have no further action to take at this time.
  
  Ally Invest Securities LLC and its agents and assigns (collectively, AIS) or our clearing firm, ******************. (Apex), may at any time, at our discretion and without prior notice to you: prohibit or restrict your access to the use of the website, mobile application, or other services; otherwise prohibit or restrict your ability to trade; refuse to accept any of your transactions; refuse to execute any of your transactions; and/or terminate your account. This information is available in the Ally Invest Securities Customer Agreement, which can be found at: **********************************************************************************.
  
  On September 20, 2023, you contacted us by phone. Keeping our customers accounts and personal information secure is a top priority for us. For the security of our customers, Ally Invest ************************ must complete security measures designed to verify a customers identity prior to discussing any account or personal information. During the interaction, the ************* Associate was unable to successfully authenticate you. As such, we were unable to proceed with answering any account or personal information questions, and the call was ended. We regret any frustration this may have caused you.
  
  As of this communication, your Ally Invest accounts are closed with a zero balance. We are not agreeable to your requests to reinstate your Ally Invest accounts.
  
  If you have any further questions or need assistance in the future, please feel free to contact us at ***************************************, through the Live Chat link on our website, or by phone at **************. We are available 24 hours a day, 7 days a week.
  
  Sincerely,
  
  Jacob
  Executive Customer Relations
  Ally Invest
  P.O. Box *****, *********, ** 28230
  **************
  
  The content of all messages is subject to access, review, archival and disclosure by Ally Invest system and compliance administrators. System response and account access times may vary due to a variety of factors, including trading volumes, market conditions, system performance, and other issues. Ally Invest Securities LLC and its associates do not accept instructions to affect securities transactions or funds transfers via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA / SIPC. For background on Ally Invest Securities go to FINRAs BrokerCheck. ******** services offered through Ally Invest ************** a registered investment adviser. View disclosures. Ally Invest Advisors and Ally Invest Securities are wholly owned subsidiaries of ******************* Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information, please contact us at ***************************************.
  
  Ally Invest Group Inc. | PO Box *****, *********, ** 28230
  ******************* 2023. All rights reserved.

  Customer Answer

  Date: 10/12/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  ----------------------
  
  Dear **************,
  
  I hope this letter finds you well. I'd like to express my deep disappointment with your response and ****'s blatant disregard for the retail investor.
  
  First and foremost, I reiterate my objection to the decision made by **** Invest to close my accounts. All accounts were preparing to be funded with an incoming deposit until **** forced closed all my accounts and robbed me of the opportunity to invest. Your response states that Ally Invest is opposed to discrimination, and that my accounts were closed based on a "business decision." Yet Ally has not provided any substantial reason or evidence to support this alleged "business decision."
  
  To set the record straight, I did not breach any laws, regulations, or terms of service during my years of business with Ally Invest. I meticulously adhered to the Ally Invest Securities Customer Agreement, and no irregularities or unfair treatment can be attributed to my actions. Thus, the sole plausible explanation for the abrupt closure of my accounts is unjust discrimination, which is unacceptable.
  
  It is essential to highlight that there are no legal restrictions or prohibitions against having multiple accounts. I am entitled to open as many accounts as I see fit for my investing strategy, and my decision to open 88 individual cash accounts should not be a cause for concern. This freedom is a fundamental right that should be respected.
  
  My interaction with Ally Invest on September 20, 2023, as detailed in your response, was marked by the unfortunate inability to authenticate my identity during a phone call. I must stress that I have consistently cooperated with Ally Invest's security measures and provided all necessary information to facilitate the verification process. The abrupt termination and *** grade interrogations during several phone calls only added to my concerns.
  
  I am left with no choice but to disagree with Ally Invest's decision to close my accounts and its refusal to reinstate them. This decision has caused significant inconvenience and financial loss on my part.
  
  I urge Ally Invest to reconsider this decision and provide a detailed and justified explanation for the account closures. I kindly request that you reinstate my Ally Invest accounts immediately, as there is no legal or legitimate reason for my exclusion from your platform. Ally runs the risk of a stain which will haunt the company for life and force retail investors off the platform and into the hands of competition.
  
  I am more than willing to cooperate with Ally Invest to address any concerns or issues that *** have arisen, but I insist that any such issues be addressed in a fair and non-discriminatory manner.
  
  I expect a prompt response to this letter and an open dialogue regarding the reinstatement of my accounts. Please be advised that I will take any necessary steps to ensure my rights as an investor are protected.