Complaints

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ally bank not honoring their $200 sign up bonus.I signed up for a checking account and met their required direct deposit minimum requirement but still have not received the $200 bonus. My spending (checking) account number is **********. The phone number and email used to file this complaint is the same one used to sign up with Ally bank.

  Business response

  12/20/2023

  We are in receipt of your correspondence file #******** dated December 7, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On December 20, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ************** and select option 1, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have opened a financial investment account with Ally Invest about a month ago. The account was opened and I had no problems until the last Friday when Ally locked my ability to view or access my account. I have made numerous attempts to speak to customer service they have refused and/or been unable to allow me account access. I have asked to speak to a manager and they have refused to allow me to speak to a manager. I had my complaint escalated and they said someone would call back within 24 to 48 hours and no one ever called back. I have called multiple times today kindly asking to speak to a manager they will not do so. I am seeking assistance in having them connect me to a manager and allow me access to my account.

  Business response

  11/29/2023

  We are in receipt of your correspondence dated November 29, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  cd closed no money sent to me

  Business response

  11/17/2023

  We are in receipt of your correspondence file # ******** dated November 7, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On November 17, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ************** and select option 1, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July 2023 I funded a loan through Ally bank with an 18 month "no interest" loan. When I made the first payment the statement listed I had paid approximately $190 in interest. I called and asked for an explanation for the situation. I was told they add "false interest" onto every payment, but it isn't actually interest. I asked where it showed that on any statement and was just told it was not really interest. I asked why I was still being charged for interest if it was "false interest". They simply stated it was the same payment with or without interest. We ended up financing our loan through another company due to still paying interest. It's been two weeks, I am still awaiting my refund, and it appears my account has been closed and I am unable to get an update on when I will be paid back.

  Business response

  10/27/2023

  We are in receipt of your correspondence dated October 27, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at ************.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I obtained a new credit card with Ally on July 19th, 2023. I attempted to create a login for an online account and have received an error message saying I may already be enrolled. I tried the forgot password and username option and it gives me an error saying my request cannot be processed and to call. Ive called 4-5 times between 7/19 and 9/27 and have been told to call back in 3-5 days each time and have yet to get an answer. I still cannot login to my account online almost 3 months later. Im receiving emails and text messages requesting payments but I cant login to do so!

  Business response

  09/28/2023

  We are in receipt of your correspondence dated September 28, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************.

  Customer response

  10/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  I am rejecting this response because:
  
  It has been 7 days since the response and I have not received a letter or call in reference to gaining access to my account. I still cannot access my account. I've received multiple text messages and emails reference to making a payment, however.

  Regards,

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

  Business response

  10/17/2023

  We are in receipt of your correspondence dated October 16, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am seeking assistance with Ally Bank, an online only bank operating from *** ******** ****** Detroit, Michigan *****. I opened an online account with the bank in January 2023, incuding a saving, a checking and a CD account. All the funds that I had in other banks were transfered into my newly opened accounts, and I closed all the old accounts, at so I thought. I also updated all my EFT to allow my direct deposits to go into my checking account at Ally. All went well until I discovered on August 28th, 2023 or there about that 2000.00 was transfered from my Ally checking account into a "********* Bank" account with my name attached to the fund transfer as if I had initiated the transfer. I immedaitely reached out to Ally and reported the incident because I was 100% sure I did not authorize such transaction. The CSR I spoke to advised that the accounts should be closed and reopen another one, and I was in agreement with his decision. New accounts were opened while I was on the phone with him. On the following day, I logged into my account and discovered that all the funds were left in the accounts (potentially bad accounts) that were closed. I attempted to move the funds into the newly opened accounts, but I was not able to...unsing my Ally login credentials. I decided to contact Ally, and the funds were transfered into the new account after waiting on hold for about an hour. I contnued to contact Ally Bank to find out if they were able to trace who intitiated that 2000.00 transfer to "********* Bank" and Ally continue to tell they were still investingating the incident, even though they were not. The day after or on the next business day, I decided to do my own investigation by searching for "******** Bank" online. I was able to reach ********* Bank at ###-###-####, and I inquired if I had any bank account with them. The CSR confirmed that I did not have an account at ********* Bank, but the CSR asked if I have or have ever had an account with T-Mobile Money at one time or the other. I did have a closed (thought was closed) account with T-Mobile Money until January 2023 when I thought I had closed all my old bank accounts, including the T-Mobile Money account. In fact, I tranfered all the funds I had in that T-Mobile Money account to The Ally Bank accounts I opened back in January 2023 and I requested that the account be closed as the balance was zero at that time. On the same day I spoke to ********* Bank, I decided to contact T-Mobile Money to see if the 2000.00 had been transferred to the supposed old T-Mobile account. To my dismay, the 2000.00 was transferred to my Supposedly, closed T-Mobile Money account that was never closed as requested. Once I found this new information, I immediately called Ally bank and informed them what I had discovered, and I demanded that they tell me what happened and why the 2000.00 left my account into a T-Mobile account without my authorization...regardless if the T-Mobile Money account was still opened or not. I also told the Ally CSR that the 2000.00 was safe in the T-Mobile account, and that It was not in some unknown account somewhere. I also discovered during that call that Ally had not initiated any report or investigation into the incident that I reported to them on August 28th, 2023. Infact, Ally Bank did not start a report or started investigating my complaints until September 2nd, 2023. Of course, I this point, I was not happy about the whole situation. On September 8th, I received a call from a lady from Ally who wanted to ask questions about the unauthorized 2000.00 transfer to Cusmoers Bank, and I was prepared to tell her the story I have stated to Ally CSR more times than I care remember. Rather, than this lady asking questions, she started by implying that I must have initiated the transfer to ********* Bank since I had received a deposit from that bank in the past...back in January when I moved my funds from T-Mobile Money (who is affiliated to ********* Bank, but I did not know). I was not very happy at all because she did not want to address the issues at hand and how the 2000.00 transfer was done without my knowledge. All she was focused on was the fund transfer I made back in January, 2023 to Ally Bank when I opened the Ally Bank. The main reason for my request for assistance from you was because my Ally account has been locked since then, and I do not have access to any of my money. I have resulted to using credit cards and borrowing money from my child since then so I could buy food and so on. I have no debit card or a checkbook because the old Ally bank have been closed due to this unauthorized transfer. I believe the lady that called for questioning locked the account in retaliation for objecting to her method of questioning and implying that I might have actually tranferred the 2000.00 in question. I have also called Ally Bank many times since the 8th of September to inquire about how long their investigation would take so I know when I would have access to my money at Ally, but have I been bounced from one person to the other without any result or prediction as to when Ally would release my funds. Show quoted text

  Business response

  09/22/2023

  We are in receipt of your correspondence file #******** dated September 14, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On September 22, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ************** and select option 1, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.
  
  

  Customer response

  09/29/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  ***************************
  

  Customer response

  10/02/2023

  I report to you wiht gratitude that my issue with Ally has been resolved, and access to my bank account has been restored.  I could definitely say without any doubt in my mind that I had not contacted you (BBB), Ally bank would still have not taken my issues seriously. I was without money for weeks because Ally bank chose to deny me access to my own earned money simply because they were investigating what was thought to be a fraudulent activity (I reported) in my account, and it turned that the issued arose from that end. Their customer service was terrible, and unfortunately, I could only transact with them online and by phone. I am still with the bank, but for how long, I am not sure. I should decide soon if I would remain with the bank for the time being or seek my bank elsewhere.

  Thank you again.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to contact Ally due to multiple unforeseen events incl emergency medical issues as well as an employer negligently refused to pay me wages earned in a timely manner. So far I have been trying to reach out to their team as just as last year with my natural disaster request, after calling and calling and calling, I can not find any one in the position to help. Last time it took months and multiple complaints to have one of their executive team member to reach out and resolve all my issues. I have been calling them for a week now, some days 4- 5 calls asking the over seas representative to transfer me to their US office in the correct department. So far they have refused to transfer me and telling me the office is closed as I am calling today on a Tuesday at 12:50 PM. I have been told " we can not transfer calls" " There is no US department to talk to" or from the call today: "Sorry the US office is closed, can you call tomorrow". When I replied: "How can the US office be closed? it is Tuesday at 12PM?" I was just told "can you call tomorrow and you'll get a US representative." I have a unique unforeseen situation asking for the proper department to help and they are blocking, refusing and making it impossible to reach the proper department. I have been diligent with with time and deadlines but Ally's phone representatives have not been helpful or making things easy as I have lost a weeks time getting the run around call after call.

  Business response

  08/23/2023

  We are in receipt of your correspondence dated August 23, 2023,regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at ************.

  Business response

  09/19/2023

  September 19, 2023

  Dear *** *** ***:
  

  We received your correspondence via the Consumer Financial Protection Bureau (CFPB) on August 22, 2023, regarding your Ally auto account. We also received a similar concern you recently filed with the Better Business Bureau (BBB) on August 23, 2023. The security of our customers’ private information is a top priority. Due to privacy concerns with the BBB’s practice of publishing a company’s response to a consumer online, we informed the BBB we would be responding directly to you. This letter will serve as a response to both concerns received.

  We received a previous concern you filed with the BBB on December 13, 2022. On December 28, 2022, we responded via telephone, addressing your concerns.

  On May 23, 2022, you entered into a Retail Installment Sale Contract (“Contract”) for the purchase of a 2016 ******* ***** (“Vehicle”) with ********** ******* of Johnson in Johnson
  City, TN. In the Contract, you agreed to finance $26,712.17 at an Annual Percentage Rate (APR) of 9.74% in 72 monthly installments in the amount of $493.33, beginning July 7, 2022. By signing the Contract, you agreed to the terms and agreed you had an opportunity to review the terms before signing the Contract. The Contract was later assigned to Ally Bank (“Ally”). A copy of the Contract is enclosed for review. 

  The enclosed payment history is provided for your review, which details payments received to date, late charges assessed, account adjustments (such as extensions), and the way the
  payments were applied to your account. If there is a discrepancy between your personal records and our payment history, please contact me directly so further research may be conducted.

  We understand that customers may face difficulty in making payments when there is a change in circumstances. Ally makes every effort to work with customers who are trying to meet their obligations.

  During our conversation on August 25, 2023, you requested a 30-day payment extension for your payment otherwise due on August 7, 2023. At that time, you were informed that a partial payment would be required to process the extension. You advised you were unable to make the partial payment, so we reviewed your account for a potential extension without the required partial payment. We were agreeable to offer you a $0.00 payment extension. Your extension request was processed. The enclosed Extension Agreement was mailed to your address of record on August 28, 2023.

  We train our representatives to provide each customer with a high level of service, act with professionalism, and treat every customer fairly and with respect. We regret any frustration you may have experienced in the resolution of this matter. We hope to have the opportunity to gain your confidence in any future contacts you may have with us.
  If you have any further questions or need further assistance, please feel free to contact me at 1-************, option *, option *, extension *****.

  Sincerely,
   
  Executive Customer Relations
  Ally Bank
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Help I made a charge on my **** card I thought someone had charged on the **** card besides me 10 minutes later I noted it was me that charged I called **** back had to speak with their Fraud Department waited on an extended hold was able to inform their representative that it was no fraud on the **** card, in the meantime the **** card was being transferred to Ally , so I called the merchant and processed the charge on my Ally card I already have , Today 8/21/23 I received a letter which read that my Ally card was in dispute , I also received a new Ally card from the **** card I put in dispute I have 2 credit cards now with Ally. Ally put the wrong card in dispute now the merchandise I purchased is not paid because ALLY still has the card in dispute. Poor Service, Poor customer response right now I have been holding to speak to someone for 45 minutes

  Business response

  08/23/2023

  We are in receipt of your correspondence dated August 23, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ally Bank acquired my account without my permission by purchasing it from another firm.They immediately started changing USURY levels of interest, allowed multiple fraudulent charges to post to my account indicating insufficient security and have wasted my time with their lack of reasonable hold times and the runaround when trying to resolve fraud they were directly responsible in allowing against my credit. They should not be allowed to issue or service credit cards. Their rating clearly doesn't reflect the user experience given the review system on the BBB site itself. Please investigate.

  Business response

  08/10/2023

  We are in receipt of your correspondence dated August 10, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************.

  Customer response

  08/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The matter is NOT resolved. My time has been wasted, and Ally Bank has exposed me to financial fraud. If criminals now have access to my financial information through Ally Bank enough to apply fraudulent charges to my account, what else of my personal data has been stolen due to their negligence? 
  
  Regards,
  
  *************************
  

  Business response

  08/11/2023

  We are in receipt of your correspondence dated August 11, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter within the next 30 days.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************.

  Customer response

  08/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The business has set up an automated response to try to illegitimately spam the BBB system to maintain an artificially high rating. I will continue to reject their response until the situation is resolved and will begin to expand my efforts to reach resolution to other platforms and services each time they continue to pretend to attempt resolution on BBB.
  
  This situation IS NOT RESOLVED. They have exposed me to security risks and have not been communicating with me directly about the issue.
  

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

  Business response

  08/17/2023

  We are in receipt of your correspondence dated August 15, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************.  

  Customer response

  08/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  This is STILL NOT RESOLVED!
  
  These midwits have now reversed legitimate charges I DID NOT TELL THEM TO REVERSE!
  
  This must be resolved, we must get this right and not punish legitimate businesses performing legitimate transactions. 
  
  Regards,
  
  *************************
  

  Business response

  08/24/2023

  We are in receipt of your correspondence dated August 24, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  Please be assured that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated directly to the above referenced individual by way of telephone or letter on or around September 8, 2023.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ally has continually suspended my account with no explanation for "security alerts" for the last two years. I have asked them WHAT I'm doing that's causing these. They don't even send the fraud alerts anymore, they just suspend my account and then always have the same explanation: "Unsecure Vendor." These are vendors (like recently ******) where Ally is saying "we've flagged this business as potentially unsafe to do business with." When I ask why they say they can't help. When I ask for an escalation or call back with explanation, they "can't escalate" concerns. I just need to know that my funds are safe. They have every penny my wife and I have in the world and they keep blocking us from using it with no explanation.

  Customer response

  08/15/2023

  Since I filed the complaint. Ally deactivated my debit cards (retaliation) with no notification.  When I called, they said it was a fraud concern because of a massive  amount of suspicious charges,  she started reading of charges, some of which were legit (recurring charges on the account) and some I didn't recognize.  I asked of they could proved me a list on email or writing of these charges since they weren't visible on my account.  They refused.

  Business response

  08/18/2023

  We are in receipt of your correspondence file # ******** dated August 7, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On August 18, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ************** and select option 1, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

*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. ↩