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Business Profile

Bank

Ally Bank

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Ally Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Ally Bank has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Ally Bank

      1100 Virginia Dr Ft Washington, PA 19034-3276

    • Ally Bank

      PO Box 951 Horsham, PA 19044-0951

    Customer Complaints Summary

    • 540 total complaints in the last 3 years.
    • 164 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/08/2024

      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.
      Hello, I've been Ally's customer basically since the beginning of Ally's establishment. Through many successes and failures, i remained a loyal customer. Since Ally introduced the up to $100 fee free overdraft feature, I've used it many times and always paid back. I think i proved my loyalty and reliability many times at this point. Currently, 3 of my checking accounts are overdrawn. However, this time I'm having financial struggles due to temporary loss of income, so i need more time to resolve this. I don't want any of my accounts to be closed. I'm worried about all 3 of my accounts, but especially the one ending in 9077 since its said it will be closed soon. Its simply impossible at this time for me to pay it right now. All i need is the pay back times to be extended. I've been with ally for years and i would like some loyalty and faith in me in return. I appreciate your understanding and an effort to help in advance. Look forward to a positive resolution. Genuinely, *********************** P. S. The account is under the same email and billing address i filed this bbb complaint. Thanks.

      Business Response

      Date: 03/20/2024

      We are in receipt of your correspondence file # ******** dated March 8, 2024, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 20, 2024, 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

      Date:03/07/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a customer of Ally Bank, and referred my father,***********************, to open an account with them also. When Ally opened up his account in May 2023, I was incorrectly listed as the Primary account holder even though the application was submitted by *********************** as the primary name and me as the secondary. Ally Bank was instructed via phone that he is the primary account holder during the initial setup. The mixup was not evident until Ally Bank issued 1099 forms for 2023 in early February 2024. Once received, I immediately emailed, called, and online chatted in an effort to have the account corrected and amended 1099 forms issued. I was told that these could be reissued if due to their error. I received notice today, 3/7/24, that they would not be issuing amended 1099 forms. I feel like I have been continually strung along with no real answers until today, and only because I keep pressing the issue. I feel they should take responsibility for the mixup and fix the tax implications of wrong 1099 forms by issuing each of us amended 1099 forms.

      Business Response

      Date: 03/20/2024

      We are in receipt of your correspondence file #******** dated March 8, 2024, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 20, 2024, 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.

      Customer Answer

      Date: 03/21/2024


      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.  While the matter is not yet complete, Ally Bank has advised they are taking steps to resolve this matter.  Thank you for your assistance, it is very much appreciated. 

      Regards,

      *************************
    • Initial Complaint

      Date:01/29/2024

      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.
      Ally advertised an interest rate for a CD. I opened an account based on that rate. Prior funding the account, I looked at the rate. It remained the same as advertised. Upon funding the account I received a reduced interest rate. Not the rate identified on the account. Upon calling, immediately after this happened, within 5 minutes, I advised that i received a different, lower rate. The business advised that the rate was old. I asked for my money to be returned to my Ally savings account. The business refused to do so without charging me 60 days of interest, even though they were fully aware that there was a deceptive rate on the account.

      Business Response

      Date: 02/13/2024

      We are in receipt of your correspondence file #******** dated January 31, 2024, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On February 13, 2024, 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

      Date:01/04/2024

      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 am Presently in Florida for vacation and ally locked me out of my account for no reason and won’t give me any information. Now im stuck and I can’t pay my bills or fund my vacation

      Business Response

      Date: 01/18/2024

      We are in receipt of your correspondence file #******** dated January 5, 2024, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On January 18, 2024, 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

      Date:01/03/2024

      Type:Product 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.
      Ally Case #********  In August 2023 I was alerted that auto-send checks from my account were being sent to the wrong HOA vendor. These are physical checks sent to a PO Box. Checks were sent to the wrong vendor, to a PO box, from January 2023 through August 2023. In order to request reimbursement from the wrong HOA vendor, I asked for copies of cancelled checks from October 2022 through August 2023, so that I could see a) the back of the checks for properly sent and credited payments (2022), and b) from January 2023 on - whether or not the OLD HOA had cashed my checks and where they were credited so I could get reimbursement from the old HOA and pay the new HOA. Ally provided cancelled checks for the 2022 payments, but suspiciously states that the checks sent in 2023 WERE cashed, but there is no cancelled check to prove that. Odd that cancelled checks are available for 2022, but not 2023. Repeated requests (via Ally chat with customer support) have produced nothing but excuses and outright lies. Then Ally simply closed my case with no resolution. IF the checks were not cashed, yet my account was debited, Ally should void the checks and reimburse my account. Name: ****** ******** Ally Account # ********** Checks Payable to: ********* ** *** **** HOA Total amount of checks which were withdrawn from my account, with no proof the vendor actually cashed the checks: $1,757.00 Below are check #'s for which I need copies of cancelled checks so that I can request a refund from the old HOA - *or* if there is no proof they were cashed then Ally Bank needs to refund the funds to my account: 12/30/22: Check #**** 2/1/23: Check #**** 3/1/23: Check #**** 3:31/23: Check #**** 5/1/23: Check #**** 6/30/23: Check #******** (this one was voided and I was refunded. So they KNOW if cashed!) 8/1/23: Check #****** 

      Business Response

      Date: 01/18/2024

      We are in receipt of your correspondence file #******** dated January 5, 2024, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On January 18, 2024, 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-************ and select option 1, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.
    • Initial Complaint

      Date:12/06/2023

      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.
      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

      Date: 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

      Date:11/22/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have 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

      Date: 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

      Date:11/18/2023

      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.
      Ally charged me 27.00 late fee. I did not even get a paper bill and the email they sent me was two days after due date. I paid bill off on November 18, 2023 and closed account as **** did not seem to care at ************* bill was due on November 16, 2023. I was suppose to know it was do on the 16th cuz basically I have nothing better to do then take care of this account and keep eye on the calendar without notice!

      Business Response

      Date: 11/21/2023

      We are in receipt of your correspondence dated November 20, 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

      Date:11/06/2023

      Type:Product 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.
      cd closed no money sent to me

      Business Response

      Date: 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

      Date:11/04/2023

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I deposited a check into my account that cleared on or around 10-10-23. On 10-12-23, the check was returned and left me overdrawn by $106.68. I contacted Ally’s customer service by email and I was told the check was returned due to Refer to Maker. On 10-13-23, I received an email saying I was overdrawn and to make a deposit to get my balance to 0. A few hours later on that same day, I received another email from Ally saying that suspicious activity was detected and were restricting access to my account. Since then I have not been able to log into my account or deposit any money into my account. The email about the suspicious activity gave me a number to call. I did and Ally asked me some questions and said that they were doing an investigation and that the investigator would get back to me. I said I would be depositing money to get my balance up, but the lady said not to worry about that while the investigation was going on. Prior to that, I had made two deposits that cleared and reduced my negative balance to $39.67. I still hadn’t heard from anyone and called again for an update. The woman on the phone said they were doing a high priority investigation into fraud, asked me some questions and said I couldn’t make anymore deposits because nothing was going in and nothing was going out, and said the investigator would contact me, who still hasn’t. But a few days later, on October 23, I received an email from the bank saying my account was restricted because it was overdrawn by $39.67 and I had to make a deposit on full or they would report my account to ***********, a consumer reporting agency and engage law enforcement and, if appropriate, file a criminal complaint. First I was told my account was restricted because of this investigation, and not to worry about being overdrawn and that I couldn’t put any money into it now, then I get the above email. As of today I still have no answers as to what is going on with my account or this investigation.

      Business Response

      Date: 11/14/2023

      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 14, 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 Answer

      Date: 11/15/2023

      [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:
      In the message (attached) I received from *******, the Executive Customer Relations, with Ally, she said they closed my account because I didn’t make a deposit by October 25th for the amount I was overdrawn, $36.97. The bank never told me by mail or in an email that I had to make a deposit by that date or they’d close my account. I was told by two people on the phone not to make any deposits while this investigation was going on because nothing was going in or going out. I had even left a message asking for an update on the investigation but got no response. So I was waiting to hear from them in regard to the investigation, which I never did, which was why I contacted the BBB, and I don’t believe they looked into the fraud and they never told me exactly why that check was returned except to say it was because of Refer to Maker and I don’t know that that means. I was told my account was restricted not because of being overdrawn but because of the investigation into suspicious activity they detected on 10-13-23. While this investigation was going on, they locked me out of my account so I couldn’t access it online or through that app, so there was no way I could make a deposit that way, and when I asked one of the women I talked to on the phone if I could send a check in she said not to while the investigation was going on, so that’s why I didn’t. So I had no notice beforehand that they would close my account if I didn’t make a deposit by 10-25-23, I think that was a made up date and unfair for them to close my account. ******* also told me that now that my account was closed, I have to make a deposit of the $36.97, and I don’t believe I should have to do that and they should waive it, since this wasn’t my fault in the first place because no one said I had to deposit that amount by 10-25-23. That’s a lie.

      Regards,

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

      Business Response

      Date: 11/30/2023

      We are in receipt of your correspondence file #******** dated November 27, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On November 30, 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 Answer

      Date: 12/04/2023

      [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, however I am not satisfied with the email response I received from Ally.  

      Regards,

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

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