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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.

    Please enter a valid location.

    • Ally Bank

      1100 Virginia Dr Ft Washington, PA 19034-3276

    • Ally Bank

      PO Box 951 Horsham, PA 19044-0951

    Customer Complaints Summary

    • 527 total complaints in the last 3 years.
    • 157 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:06/17/2025

      Type:Billing Issues
      Status:
      Answered
      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 set up a payment for 50 dollars and i looked at my bank and they took out 595. of course, they will charge me a fee and so will my bank.this is the worst company i have ever dealt with - i did not request this i was on another credit card and they bought them out - i never had an issue with any other company this is the WORST!

      Business Response

      Date: 06/18/2025

      We are in receipt of your correspondence dated June 18, 2025, 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:06/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On April 7th I had a car payment that was due so ally took the money out of my account but I didnt have the funds to pay for it so my account went negative. April 8th I paid the car payment with my credit card and was told the April 7th charge would be refunded electronically in 7-10 business days. After those business days it was never refunded and they said they cant electronically refund me and theyll send a check in 7-10 business days. It was early May now and I didnt get the refund check and I told them if they can just charge it to me next car payment so they did that and now June 7th is payed for and I dint have a car payment until July 7th but June 7th comes along and they charge me card which never shouldve been charged since my payments are up to date and now I just want my money back but they have to wait 10 business days which isnt right, the money shouldve never been taken out of my account in the first place because Im up to date on my payments.

      Business Response

      Date: 06/16/2025

      We are in receipt of your correspondence dated June 16, 2025,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:06/09/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      SINCE NOV of ************************************************************************************************* COMPUTER. BUT THEY KEEP MESSING UP HER CREDIT BECAUSE THEY WONT SEND HER A PAPER STATEMENT IN THE MAIL SHE PAYS ALL HER OTHER CREDIT CARDS AND CANT WITH THIS BECAUSE OF THIS ISSUE. SHE IS OLD AND STRUGGLES AND THESE PEOPLE ARE MAKING IT WORSE PLEASE PLEASE HELP. WE DONT KNOW EXACTLY HOW MUCH ZHE OWES BEXAUSE WE HAVE NO STATEMENTS. BUT IT'S ABOUT 1000

      Business Response

      Date: 06/11/2025

      Please see our attached response.

    • Initial Complaint

      Date:06/08/2025

      Type:Billing Issues
      Status:
      Answered
      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. Ive been having numerous problems with my payments. After spending a number of hours on chat my payments are still not being applied correctly.I made two payments in May: first one 500, everything over 397 should have been applied to principal- it wasnt. Second payment 549, principal only wasnt applied anywhere that I can see, and was charged interest on it.June paid 397 on the sixth for regular payment, and not applied!What the absolute fuck! This is the worst bank ever! I fully regret getting an account with you.

      Business Response

      Date: 06/12/2025

      We are in receipt of your correspondence dated June *******,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:06/04/2025

      Type:Billing Issues
      Status:
      Answered
      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 $90,000 in an Ally account and within two days they locked me out of the account. They held my money. I had ***** pull back initial ****** but they are still holding $40,000 of mine and this has been since May 14 and its continued through today, the 4th of June

      Business Response

      Date: 06/18/2025

      We are in receipt of your correspondence case # ******** dated June 6, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 18, 2025, 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:06/02/2025

      Type:Billing Issues
      Status:
      Answered
      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 was told by ally bank that they tried reversing the funds back to my ******* on the 29th of may but I never received any disclosures about this happening, it was a transfer now they are telling me that I need to call ***** but ***** told me I need to call them. the last thing the told me was that they were going to send paperwork to my bank- reference number ********. I want to confirm the *** was sent and that everything will be back into my ***** *******

      Business Response

      Date: 06/12/2025

      We are in receipt of your correspondence file #******** dated June 4, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 12, 2025, 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:05/30/2025

      Type:Billing Issues
      Status:
      Answered
      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 received an email with an attached letter from the bank saying some of my accounts would be closed on the 27th. No reason why. On the 27th I called the bank like the letter told me to do so with any questions. When I called I was told the reason for my account closure could not be given out to me. All I know is three times since March the bank contacted me about some fraud charges. The most recent time I contacted them. Previously I was told that if I go over my money market account transactions (10) my account will closed. As a matter of fact, I had 13 because of all these fraud charges i had to transfer the money as I waited for a new debit card.

      Business Response

      Date: 06/09/2025

      We are in receipt of your correspondence file #******** dated June 2, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 9, 2025, 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: 06/12/2025

      [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: 23398997

      I am rejecting this response because:

      I never got a letter explaining the specifics of why my account was closed.  However, I received several letters stating that I had violated the banks deposit agreement. I have a right to know exactly. In addition,  im 100% sure i did not violate the banks deposit agreement. As of now my rights are being violated 


      Regards,

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








      Business Response

      Date: 06/18/2025

      We are in receipt of your correspondence file #******** dated June 16, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 18, 2025, 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:05/24/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      This year in March-April, I filed paperwork to do a passport renewal as I am getting married and going on a honeymoon this year. In that paperwork, that was required to be mailed, I had to include a check of $211.36 that was from my checking account with **********************. On April 19th, I saw that in my account app with Ally the check had been cashed though the amount was incorrect. The amount was for $1,211.36. The transaction also included a photograph of the cashed check and it was shown to have been frauded with an additional number in the dollar value slot but did not match the dollar amount description. I contacted Ally bank who made a dispute claim on April 19th and I did not hear back that weekend. Since that initial phone call, I have made 14 additional calls over the past month to ultimately file a fraud claim and to follow up on my case as no information was being shared to me via email or phone call. As of 5/24/25, I have still not received the money back to my account that was stolen from me and, despite multiple calls, Ally bank has not followed up on any of my questions or concerns as to why there is such a long delay.

      Business Response

      Date: 06/12/2025

      We are in receipt of your correspondence case # ******** dated May 30, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 12, 2025, 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: 06/12/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: *****************************************************************************************************************************************************

      I am rejecting this response because:

      The answer provided by Ally bank was a reiteration of events that I was already aware of and detail of their process regarding returning my stolen funds which offers no practical solutions.

      No actionable answer or resolution was provided by the agency. I am further disheartened as throughout this process, despite 15+ phone calls and lengthy wait times, this information could not be provided to me in its entirety from the onset. 

      I understand that no actionable steps can be taken. I continue to share my dissatisfaction and distrust in their current customer service and banking system. 

      Regards,

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








      Business Response

      Date: 06/25/2025

      We are in receipt of your correspondence case # ******** dated June 16, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 25, 2025, 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:05/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 writing to express my frustration and disappointment regarding the restriction placed on my account, which has left me unable to access my funds.I have reached out to your customer service team multiple times, seeking assistance to unfreeze my account. Despite my efforts, no one has been able to resolve this issue, and I have not received any clear guidance or support on how to proceed.This situation is causing me significant inconvenience, as I rely on my account for essential transactions. I kindly request immediate action to unfreeze my account or provide a detailed explanation for the restriction, along with clear steps I need to take to resolve this matter.Please prioritize this issue and respond to me as soon as possible. I trust Ally Bank values its customers and will address my concerns promptly.

      Business Response

      Date: 06/16/2025

      We are in receipt of your correspondence file # ********, regarding the above referenced individual and/or account. 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 you have any further questions, please contact our Fraud Prevention Team at ************, Monday through Friday, 8:00 a.m. to 9:00 p.m. Eastern Time, and Saturday and Sunday, 8:00 a.m. to 5:00 p.m. Eastern Time

    • Initial Complaint

      Date:05/22/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      On 03/10/2025 I underwent a major hip replacement. I was on a medical leave of absence until May 1st 2025. In April **************************** medicine and unaware that my ALLY debit card was on file with them hlthe doctors debited $241.98. Ally bank honored it. However, I didn't realize this until I recieved a negative balance email from ALLY. When I went to sign in to take care of that negative balance I was locked out of my account and when I tried to verify I am who I say that I am the questionnaire they were using was from 20 years ago and I couldn't remember any of the answers.. today, 05/22/2025 I called them again and was able to unblock the accounts and paid my negative balance. But, 4 hours later I went to sign onto their app and recieved a message that I was blocked! I called them again and spent another 2 hours on the phone with them. They transferred me to a fraud specialist who again, had me answer questions from an old ***** year ago questionnaire and again I could not remember it. I offered to Zoom call with my driver's license and passport with me in the video and he declined it. At this point I told him to close my accounts and to close my CD account and mail me a check! I was done with this. He said "NO"! So, now they are keeping my money that's in a CD account I don't have access to and refusing me my requests to close the accounts. I also find it strange that my CD maturity has been accomplished and I can pull the money out with just day before it rolls back into another 5 years and they won't give me access to my accounts! I also find it strange that I've had the same phone number on this account for 5 yrs now and they don't recognize my number. I have 2 other banks I've been banking with for 10 yrs now and have never been humiliated and taken advantage of by those institutions! I've heard that ALLY Bank does this to its customers. I just want away from these people and my money back.

      Business Response

      Date: 06/04/2025

      We are in receipt of your correspondence file #******** dated May 27, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On June 4, 2025, 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.

    Ally Bank is NOT a BBB Accredited Business.

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