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:06/25/2025

  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.

  [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:
  
  Again Ive told you several times now you can waive the 1 cent in my account or send it to me I do not care either way. There's no reason I should have to keep calling you and trying to get ahold of you only only to be put on hold for 30 minutes to get no resoloution once again from you guys. I have no voicemails from anyone at ally so your either calling the incorrect number or you haven't tried to hard. You guys are just being ***** at this point by still not closing my account because there's a ***** in it somehow. I still have not gotten an explanation as to why my account now magically has a ***** in it yet they won't even let me withdrawal it because it's under a dollar..Worst customer service I've ever seen from a company.
  
  Regards,
  
  **** Nullshould have to do. This seems like complete waste of time and resources to close someone's account. I've already wasted months trying to get this account and am tired of dealing with ally directly as they are unreasonable and terrible to work with .

  Business Response

  Date: 07/07/2025

  Reference Number: 23520387
  
  Dear **** Null:
  
  In support of our commitment to quality, your Better Business Bureau review regarding your Ally Invest account was received on June 25, 2025, and forwarded to Executive Customer Relations for review. We appreciate the opportunity to respond to your concern.
  
  Ally Invest strives to provide each customer with a high level of service, act with professionalism, and treat every customer fairly and with respect.
  
  In your concern, you requested to close your account. On June 20, 23, and 24, 2025, we made outbound calls to you and were unsuccessful. On June 24, 2025, we sent you an email asking for the best time and phone number to reach you at to resolve the issue. As of July 7, 2025, your account has a cash balance. For the protection and security of your account and information, you must contact ************* at the number listed below to withdraw or waive the cash balance, and then close your account. Once your account has a zero balance, we can close your account. 
  
  We regret any inconvenience or frustration you may have experienced. 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 **************. Associates are available Monday through Friday, 7:00am to 10:00pm Eastern Time (ET), and Saturday, 8:00am to 8:00pm ET. 
  
  Sincerely,
  
  *****
  Executive Customer Relations 
  Ally ********************
  P.O. ******************************
  **************
  
  

• Initial Complaint

  Date:03/13/2025

  Type:Billing 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.

  [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,

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

  Business Response

  Date: 04/14/2025

  Reference Number: 23060537
  
  Dear ****** *******:
  
  In support of our commitment to quality, your Better Business Bureau review regarding your request to open a new Ally Invest Robo Portfolio account was received on March 13, 2025, and forwarded to Executive Customer Relations for review. We appreciate the opportunity to respond to your concerns.
  
  Ally Invest strives 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 concerns, we reviewed your request. On February 12, 2025, you submitted a request to open a new Ally Invest Robo Portfolio account, and we requested you to submit verification documents. On that day, we received your verification documents. On February 14, 2025, our Operations Team sent you an email that we are unable to accept screenshots, were unable to verify your residential address, and provided instructions on what documents are needed. On February 24, 2025, you cancelled the new account request. On February 27, 2025, we received your verification documents. On March 4, 2025, our Operations Team was unable to approve the documents because they were submitted under the cancelled new account request. On March 26, 2025, we received your verification documents. On April 1, 2025, your verification documents were approved, and your new Robo Portfolio account was created.
  
  We sincerely apologize for this experience and appreciate you bringing this to our attention. Your experience has been shared with our management team, who will use the information to improve customer service and efficiency.
  
  We hope to have the opportunity to gain your confidence in any future contacts you may have with us and appreciate your business. 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 **************. Associates are available Monday through Friday 7:00am to 10:00pm Eastern Time (ET), and Saturday 8:00am to 8:00pm ET.
  
  Sincerely,
  
  *****
  Executive Customer Relations
  Ally Invest
  P.O. Box *****, *******************
  **************
  
  If you have questions about this information, please contact us at **********************************************************************.
  Ally Invest Group Inc. | PO Box *****, *******************
  
  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 Email Identifier: ref:!00D3006k37.!5004Q02yornV:ref

• Initial Complaint

  Date:03/04/2025

  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 do not accept this response from Ally. The issues I have experienced happen 2-3 times a year and it always happens when there is a major pullback in the stock market. I dont know if this is because allys servers cannot handle so many people logging in or if its the banks way of stopping small investors from buying in highly volatile markets. I should be able to login to my brokerage account whenever the stock market is open without experiencing this and ally stating it was just a problem for the day is not an acceptable response and is completely inappropriate for a major bank. If ally really cared they would just STOP the root cause of this issue.  yet, but I imagine its going to happen soon. I am now looking at closing this account and moving my money somewhere else, even though I doubt the person reading this from Ally they even do read this will care at all.I cannot believe that I have to come to better business bureau to complain about this since nobody at the bank ever answers the phone.

  Business Response

  Date: 04/08/2025

  Dear ****** ******:
  
  Thank you for contacting Ally Invest. In support of our commitment to quality, your message from the Better Business Bureau on March 4, 2025, was forwarded to Executive Customer Relations for review. We appreciate the opportunity to respond to your concern.
  
  On March 4, 2025, Ally Invest experienced a technical issue with our website and mobile application. Once this issue was identified, we immediately engaged our Tech Team who restored service same day.
  
  Any computer system, whether it is yours, your internet service providers, or ours, can experience unscheduled breakdowns, outages, or slowdowns. Although Ally Invest has taken precautions, we cannot ensure complete reliability under all circumstances. In the event of electronic system problems, you may contact ************* at the number listed below for assistance with placing trades. These details can be reviewed in the Ally Invest Securities LLC Electronic Trading System Disclosure that is made available to clients during the account opening process. View the full Electronic Trading System Disclosure.
  
  We sincerely regret any inconvenience this may have caused you. Your experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. As a one-time consideration, we have provided you with a $100.00 commission credit to your account that will need to be used by March 29, 2028.
  
  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 Monday through Friday, 7:00 a.m. to 10:00 p.m. Eastern Time (ET), and Saturday, 8:00 a.m. to 8:00 p.m. ET.
  
  Sincerely,
  
  *****
  Executive Customer Relations
  Ally Invest
  P.O. Box *****, *******************
  **************
  
  Ally Invest Securities LLC does not accept trading or money movement instructions via email.
  
  Securities products and services are offered through Ally Invest Securities LLC, member FINRA/SIPC. For background on Ally Invest Securities go to ****** BrokerCheck. ******** services offered through Ally Invest *************, a registered investment adviser. View Invest Disclosures. Ally Invest Advisors, Ally Invest Securities, and Ally Invest Group 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. | *********************************

  Business Response

  Date: 04/21/2025

  Dear ****** ******:
  
  I am writing in reference to your letter to the Better Business Bureau (BBB),which was forwarded to us on April 14, 2025, regarding your account.
  
  We appreciate you bringing this to our attention. Feedback, such as you have provided, allows us to pinpoint areas of concern for our customers. Your experience has been shared with our management team, who will use the information to improve customer service and efficiency.
  
  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 **************. Associates are available Monday through Friday, 7:00 a.m. to 10:00 p.m. Eastern Time (ET), and Saturday, 8:00 a.m. to 8:00 p.m. ET.
  
  Sincerely,
  
  ******
  Executive Customer Relations
  Ally ********************
  ******* **************************
  **************
  
  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.
  
  Ally Email Identifier: ref:!00D3006k37.!5004Q02wk2B6:ref

  Customer Answer

  Date: 04/26/2025

  [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:]
  
  Regards,
  
  ****** ******

• 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.

  [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,

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

  ne 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. | *********************************

  
  

• 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.

  [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

  ccount 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.

• 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.

  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!hey 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.

• 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.
  
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