ComplaintsforAlly Bank

• 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

  08/05/2023

  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.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a new account with Ally Bank around June 22nd, 2023. My account was closed without me being contacted to verify my account. I have deposited $1,200 into the account which they are now holding in isolation. I have called many times requesting a manager so that I can mail in some form of identity to claim my account. Ive been told a manager would call me back in 24-48hrs and I have never been called. Ive been told that 3 times over the past 3 weeks. The last rep said they couldn't do anything and hung up on me stating "this conversation is not adding any value." I have no way to reclaim the funds because it was sent via **** App and ***** to which I have already submitted disputes.

  Business response

  07/24/2023

  We are in receipt of your correspondence file # ******** dated July 12, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On July 24, 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

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date Reported: 4/21/2023 Dispute Number: ******-****** Account Number: ********** Transaction Date: 3/13/2023 Debit Card Number: x-**** Transaction Amount: $2,422.66 Merchant Name: ****** ************ **********, *** POS Description of Dispute: POS Complaint: Used debit card to purchase goods however, merchant never provided goods. Delivery company merchant used delivered to wrong address and admitted fault. Merchant states they have issued refund but never showed back to my debit card and Ally bank is saying they cannot do anything and I have to work with the merchant. Issue: Ally bank is not doing their job. Merchant states a refund was issued and I showed proof of this yet Ally bank does not show the refund so a dispute was initiated. Ally bank closed the dispute saying their is nothing they can do and this is not acceptable. Where is the money?

  Business response

  07/20/2023

  We are in receipt of your correspondence file # ******** dated July 10, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On July 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

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ********* had 10 thousand dollars belonging to me. I asked ALLY bank to ask for the check to put in one of my accounts I had at ALLY. **** ignored all my calls led to nothing. **** kept the check until **** found out I contacted federal bank overseers and immediately sent the 10k to ALLY on a day I was on the phone with someone at the bank. He reported the check was there and being returned. I asked him to make sure it didn't get returned, this was their game, back and forth cheating me out of my money. So he checked and saw the money was at ALLY and I called asking for the check to be in my account. Its been collecting interest at ALLY for 3 or 4 days and not deposited to my account. No matter how many times I ask for my money I get no answer.These people at ALLY are thieves and I have not one nice thing to say about them. Stay away. Don't get robbed. Find another bank. Their CD interest rates are far below any other bank anyway. Keep you money out of their hands.

  Business response

  07/18/2023

  We are in receipt of your correspondence file #******** dated July 5, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On July 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 8:00 p.m. Eastern Time.
  
  

  Customer response

  07/29/2023

  **** robbed me of 10k and after months and months they finally sent me a 9,090 check with a credit card for me to pay off. So I'm expected to be robbed of 10k then pay it all back??? They contacted Ally for the first payment money and without my permission Ally paid them 1,030 July 10th. I gave NO permission; I was not made aware of the situation.They didn't ask me or tell me.I asked THEM today.
  
  I have been asking Ally to send me a check for anything not a CD and they have ignored me more than 3x. I keep asking for my money and they keep ignoring me. So  it has been a 3 way battle for me vs Ally and ****. If you could demand they return all my money but the trading funds and CDs when they roll over I'd much appreciate it.

  I am scared to death they will together or **** will put a lien on my house. I am scared of both banks. I am nervous, I can't sleep and I have no idea about my own future. I can't live under this amount of pressure from 2 banks holding my lifetime financials and my very future in their crooked hands. WHY would Ally pay them FROM MY savings without my permission??? WHY?
  

  Customer response

  07/31/2023

  [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:
  

  **** robbed me of 10k and after months and months they finally sent me a 9,090 check with a credit card for me to pay off. So I'm expected to be robbed of 10k then pay it all back??? They contacted Ally for the first payment money and without my permission Ally paid them 1,030 July 10th. I gave NO permission; I was not made aware of the situation.They didn't ask me or tell me.I asked THEM today.
  
  I have been asking Ally to send me a check for anything not a CD and they have ignored me more than 3x. I keep asking for my money and they keep ignoring me. So  it has been a 3 way battle for me vs Ally and ****. If you could demand they return all my money but the trading funds and CDs when they roll over I'd much appreciate it.
  
  I am scared to death they will together or **** will put a lien on my house. I am scared of both banks. I am nervous, I can't sleep and I have no idea about my own future. I can't live under this amount of pressure from 2 banks holding my lifetime financials and my very future in their crooked hands. WHY would Ally pay them FROM MY savings without my permission??? WHY?
  

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

  Business response

  08/08/2023

  We are in receipt of your correspondence file # ******** dated July 31, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On August 8, 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, 1-888-318-4622 and select option 1, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.

  Customer response

  08/09/2023

  I appreciate your response. I wish you hadn't paid **** for their illegal credit card

  Customer response

  08/09/2023

  I am aware Ally seems to be uninvolved but they stole money from my savings account to pay **** the first payment on the 9k **** thinks I owe them. I do not owe them money They owe me 10 thousand dollars.

  Ally paid them without permission or notice or explanation. Does Ally also think the 10k belongs to **** is that why they paid them? So I'm ambivalent about what they've done. I'm now expected to get my money thru ***** but the email looks like it came from me and to me. Some kinda magic? I would believe in their innocence more if they hadn't robbed me to pay **** the money being held hostage and growing at an alarming rate.

  What is the expected reaction? What is expected from me? Say ok, no harm done which is a LIE. Harm was done. TO ME. I lost 10k between the 2 banks. I'm naturally quite angry and will be for a long time.

  PS My bank doesn't use *****.

  Customer response

  08/10/2023

  [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. 

  I am aware Ally seems to be uninvolved but they stole money from my savings account to pay **** the first payment on the 9k **** thinks I owe them. I do not owe them money They owe me 10 thousand dollars.

  Ally paid them without permission or notice or explanation. Does Ally also think the 10k belongs to **** is that why they paid them? So I'm ambivalent about what they've done. I'm now expected to get my money thru ***** but the email looks like it came from me and to me. Some kinda magic? I would believe in their innocence more if they hadn't robbed me to pay **** the money being held hostage and growing at an alarming rate.

  What is the expected reaction? What is expected from me? Say ok, no harm done which is a LIE. Harm was done. TO ME. I lost 10k between the 2 banks. I'm naturally quite angry and will be for a long time.

  PS My bank doesn't use *****.

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

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gave a check in the amount of $19,000 to a friend who was starting a business. He did a remote deposit into his Ally checking account This triggered a fraud investigation by Ally who decided that they had an issue with the funds. The funds cleared my bank account but were never deposited into the payees checking. Ally then proceeded to close the payees checking account and savings account. After 5 weeks of trying to work with Ally, we have not gotten any resolution. They have put the funds in a suspended account. they will not talk to me, the payor. They will not help to resolve this issue and in effect, have taken my money!! **** ************

  Business response

  06/23/2023

  We are in receipt of your correspondence file # ******** dated June 12, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 23, 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

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/5/23 I initiated a wire transfer request via my online account after verifying myself via 2 factor authentication. On 6/6/23 I had a phone call with an Ally representative to verify myself and the requested wire transfer. After our phone call, the Ally representative made the subjective decision that my responses to her questions were "too vague" and falsely claimed that to one of her questions I had "no answer" Since that moment, my account has been restricted and under investigation for suspicious or potentially fraudulent activity, regardless of how many times I have confirmed my identity and the account activity to them. I have been unable to reach or be connected to anyone in a supervisory position or anyone on the investigation team that would be able to provide me with additional information or further clarity in regards to the matter.

  Business response

  06/16/2023

  We are in receipt of your correspondence file #******** dated June 12, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 16, 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.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Ally customer service on 5/9/2023 to inquire about a check I had mailed to their Philadelphia, PA location, as instructed by Ally’s website for mailing deposit checks. The check was mailed via USPS two-day shipping with signature required for pick up. It arrived at Ally’s PO Box address in Philadelphia, PA on 5/8/2023. On 5/9/2023 when I tracked the package, it showed it is still sitting at the post office waiting to be picked up. It was now 24 business hours that the check had been sitting in a PO Box waiting to be picked up, I called Ally’s customer service. I was on the phone with her for 30 minutes she tells me it will take 5 to 10 business days for a check to clear. As if she was not even listening to my question. I explained, yet again, that my question has nothing to do with when the check will clear. It has to do with the fact that no one from Ally Bank has bothered to pick it up from the post office. I then asked for a supervisor. The customer service comes back and says **** the supervisor will get on the phone but then proceeds to ask me the same questions all over again. I re-verified everything and after waiting for another 15 minutes the customer service comes back with the same exact answer. I demanded to talk to ****, but **** refused to get on the phone with me. I was finally put through to ***** (employee # *****). ***** then tells me Ally has 24 hours to pick up the check. I told her it has been 24 business hours. Her reply was: If we don’t pick it up today, 5/9/23, then we know there is an issue. That was her answer. I asked that she contacts someone at the Philadelphia branch to find out why no one has picked up the mail since yesterday, 5/8/23. She said she has no way of doing that. So after being on the phone for almost an hour with a customer service and a supervisor from Ally, I got absolutely nowhere. Ally should pay the interest on the money that they are delaying, due to their failure to pick up the mail in a timely manner.

  Business response

  05/23/2023

  We are in receipt of your correspondence file #******** dated May 10, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 23, 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

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A interest checking account was opened with my name. I have called Ally 3 times to correct this. I was assured it would be immediately flagged, but the account is still active and activity is taking place.

  Business response

  05/22/2023

  We are in receipt of your correspondence file # ******** dated May 8, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 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 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. ↩