Complaints

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

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  Ally Bank

  1100 Virginia Dr Ft Washington, PA 19034-3276

• 

  Ally Bank

  PO Box 951 Horsham, PA 19044-0951

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:05/21/2025

  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 have been trying to rollover an *** to a different institution and ALLY is holding it hostage. The receiving institution filled out all the paperwork and sent it to Ally which refused to honor it. I tried to do it from the Ally end and they never completed the task. I have spent hours on the phone with various customer service reps. *** kept me on the phone for an hour while he supposedly filled out the paperwork to mail to me to sign. Then he mailed a bunch of blank forms. Another spent an hour trying to look into this and was supposed to get back to me and never did. Most tell me they will not help me and if I can't figure it all out on my own then I am out of luck. IT CANNOT POSSIBLY BE THIS HARD TO ROLLOVER AN *** AND YOU NEED TO STOP HOLDING THE TINY AMOUNT OF *** MONEY I HAVE WITH YOUR BANK HOSTAGE!

  Business Response

  Date: 06/04/2025

  We are in receipt of your correspondence case # ******** 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 5:00 p.m. Eastern Time.

  Customer Answer

  Date: 06/05/2025

  [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: 23358556
  
  I am rejecting this response because: the detailed response had nothing to do with the cost of fillings which was what the complaint was about.
  
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/11/2025

  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 11, 2025, a detailed response has been sent to the email on file for 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: 06/18/2025

  [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: 23358556

  
  

  I am rejecting this response because: I cannot find any response from them in the list of Correspondence history

  
  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 07/02/2025

  We are in receipt of your correspondence file #******** dated June 30, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On July 2, 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:05/17/2025

  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.

  There is an account on my credit report by *** credit card open date July 28, 2023 in the amount of $578 in account number is ******. This information is inaccurate. This is not my credit card. I never apply for a credit card. I do not have a contract with this company.I never gave them permission to access my credit report and I do not have a financial obligation to this company.

  Business Response

  Date: 05/20/2025

  We are in receipt of your correspondence dated May 19, 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:05/16/2025

  Type:Product 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.

  Ally refuses to remove fraud charges of $229.23 from April 5, 2025. I had originally made reservations with *********** on March 17. Paid in full at time. But in April was charged the fraud amount. Ally said they ""investigated " & it's not fraud. That is a lie. Because if they had, they would notice 2 different charge addresses. Also, I recently paid off my balance, ( over $5K), would I leave off $229.23 if it was VALID? Zero common sense. Talking to customer service several times is like talking to a wall. They requested documentation, they think everyone has a fax ****************** I do not. I have only a phone. Told them I can email documents. They refused. This way they don't have to do anything about it. I had requested a new card be issued due to the fraud. When I receive it, I will not activate it, nor will I use this card again. Because it has become obvious to me that they will do nothing about fraud.

  Business Response

  Date: 05/19/2025

  We are in receipt of your correspondence dated May 19, 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 **************.

  Customer Answer

  Date: 05/20/2025

  [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: 23338161
  
  I am rejecting this response because:

  They had enough time to look into this & apparently don't possess the skill to see the fraud.  I will not accept anything less than fraud amount $229.23 be removed.  If not, I will not activate new card and never use.  Because there is NO fraud protection.
  
  
  Regards,
  
  **** *********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/02/2025

  We are in receipt of your correspondence dated June 2, 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 on or around June 18, 2025.  Due to privacy concerns, we are unable to provide you with any additional details in this matter.  We thank you for taking the time and effort to bring this issue to our attention.  If we can be of further assistance, please contact us at **************.

  Customer Answer

  Date: 06/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *********
  
  

• Initial Complaint

  Date:05/14/2025

  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.

  Ally Bank is continuing to steal my money and provide me with the worst customer service I have ever been provided. They closed my account with no warning, no one will tell me why. They claim to have sent me a check for the remaining balance in my account which was $360 or something around that and a letter explaining why. They blocked all online access for me. Because I had absolutely no warning, I had just moved and didn't have time update my address. I made a special trip to the old address to get the check and the letter and there was nothing there. Now they are making me send in mail and calling and being on hold for hours. They have stolen my money, wasted hours and hours of my time and caused so much chaos in my life. I am so upset with them and at this point I feel I deserve at least $1500 for the time they have wasted and everything they put me through. I still have no idea why they closed my account. This business is so bad and mistreating their customers, and stealing money. They are trying to tell me I need to send in a form, but they don't know how I can because they revoked all my online access. It is a complete madhouse. Please look into this business, it is terrible what they are doing to people.

  Business Response

  Date: 05/27/2025

  We are in receipt of your correspondence case # ******** dated May 14, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 27, 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:05/12/2025

  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.

  Ally bank will not grant me access to my account.I have left the ** and no longer have a US phone number Their customer service people are not able to access my account and promise an "executive team" will contact me. And they don't.I need to access my funds, move them and close the account

  Business Response

  Date: 05/24/2025

  We are in receipt of your correspondence file #******** dated May 14, 2025 , regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 24, 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: 05/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********
  
  

• Initial Complaint

  Date:05/08/2025

  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.

  A few years ago i co-signed an auto loan for a family member. I was the co-signer however when i initially contacted ally they stated i was the primary because i had the higher credit score which did not make any sense to me. Then a few months ago back in Jan ********************************** a car accident. The family member did not have gap insurance but communicated to Ally bank that payments will continued to be paid which it was. However, Ally bank took the total vehicle from shop and that was the end of it or so we thought. Ally bank reported to the credit bureau that they repossessed the vehicle. So i contacted **** and their customer service was atrocious. I had to call back many times eventually got the finance department and the representative stated with an attitude that it was our responsibility to get the vehicle from the shop. We never received any information on that matter, no contact or anything. She stated that they sent snail mail to inform us of the repossession but didn't have my current address even though they stated I am the primary. We didn't receive a call or even a text. Then they are giving us one week to pay $5,198.08 or they will be selling the parts of the totaled vehicle. She stated they have notes in the system of speaking with the family member but if i was the primary signee like they stated how come i was not contacted. I asked for the voice recording of the conversation but was talked over and ignored and was told to call that family member and figure it out. I believe this is malpractice of this company and should either adjust the price or extend the time the payment need to be paid. The lack of communication is putting my career at jeopardy. This situation has dropped my credit score tremendously causing an investigation into my security clearance. Is they had took the proper steps of communication and resourced all available means of getting ahold of me then this could have been avoided.

  Business Response

  Date: 05/09/2025

  We are in receipt of your correspondence dated May 9, 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:05/06/2025

  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.

  I have had an account with ********************** for a couple of years. I had an investment account. I had a checking and savings. I had my Autistic son's account for checking and savings. Today, I found out they closed all of my accounts. They did not have any reason other than I had a dispute and they decided to close it for that reason. I am most most upset about the way they handled it. I had not idea until I checked my account on the app on my phone. Funny how they kept the investment account open so they could make money. I held forever on the phone talking to someone with an awful accent that I get a lot when I call them. Then I held forever for a supervisor who also had an accent. So it was very hard for me to understand anything. They need to be put out of business. They expect a busy teacher like me to go in and "Look" for correspondence from them on their website. I do not have the time for that. Any other **** would call their customers, but not Ally. This is awful customer service and business practices. I will also be putting this on the national news to close them down for doing this to me. They have left me with no access to my money and I am waiting on a check from them. Ridiculous!!!!!!

  Business Response

  Date: 05/19/2025

  We are in receipt of your correspondence case # ********dated May 9, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 19, 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: 05/20/2025

  I complained about Ally, not for abruptly closing the account for no reason. I complained because of the way there was no warning,  we had access to none of our money and we were charged late fees Ally needs to pay.  Plus the embarrassment of them not checking for any outstanding checks. We had to wait 2 weeks to get a certified check for both our checking and savings. When we finally got it to deposit to a new bank we opened with, they put a 10 day hold on the certified check.  Therefore, we could not put gas in our cars for work, could not get groceries and could not keep power and water on waiting so long for our money. This was not just unprofessional,  but unethical and no bank should do this.  We had no overdraft or any issues with keeping our money flowing. They need to be shut down.

  Customer Answer

  Date: 05/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:05/06/2025

  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 opened a spending checking account at ********************** under a promotional offer that promised to give a $100 bonus after joining their referral program, funding the account, and making a direct deposit. I fulfilled all of these requirements, and the bonus never posted to my account. I called them at least three separate times, inquiring about the missing bonus. They opened an inquiry file with the reference number ********; however, it has been 7 months since opening the account, and I have still received no update or resolution. When I call, they say that they are working on my request and that is it. I have been told that I have met all of their requirements for the bonus to post, but then still do not receive the bonus. Referenced documents are attached.

  Business Response

  Date: 05/20/2025

  We are in receipt of your correspondence file #******** dated May 7, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 20, 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:05/02/2025

  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.

  So I opened a ally bank account and I mobile deposited ****** it was my tax return and I just wanted to try ally because it seems like a legit bank so the checks cleared but they closed my account I proceed to call them and they tell me my checks arent verified when there already cleared from the other end so I called the next day and consumer service said my account would be took off hold on April 30th and I repeated it back to them to make sure on April 30th I still couldnt log in so I called and they told me they suspect fraud but the account is in my name and the checks are in my name so I proceeded to send them all my documents needed my *********************************************************************************************** anything useful I just need help so I can access my money Im going through an emergency and I tell them that and they ask me questions that doesnt even matter

  Business Response

  Date: 05/13/2025

  We are in receipt of your correspondence file # ******** dated May 5, 2025, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  On May 13, 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.  We are available Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.

• Initial Complaint

  Date:04/29/2025

  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.

  Ally closed a bank account of mine that has over $11,000 in it. Given that I do not have access to the bank account, I subsequently do not have access to the funds. As such, I am here with your service to ask for help in them to finish the job and deliver me a check for the balance of the account. There is no reason why the money should have been held this long and at this points all funds are free and clear. I am happy to submit any further documentation necessary to have this request satisfied and for them to release my funds to me.

  Business Response

  Date: 05/12/2025

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