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:04/13/2023

  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 think this bank has gone far downhill. I had one of my cars financed so I opened an account. It was nice except for their deposit policy. I filed a dispute because two different companies from two different states but the same area code pulled money out of my bank for two amounts on the same day as the other account. One in November for small amounts and then in December (on the 24th) for over 130.00 each. Ally put the money back in my account only to take it out a couple of weeks later. They said the charges are valid. They told me there is evidence that it was my purchase. I asked to see proof and evidence. I never got it. I also never got a notification saying they were putting a hold on my account. I looked up the company names and I could not find them. When the first representative I told about this being fraud she tried both phone numbers and they were invalid. Now, my payments are bouncing because they put my account balance on hold. A few months ago I did a transfer from another bank to Ally Bank. They told me it would be deposited on the 5th My rent check bounced on the 6th. I got charged a $50 returned check fee with my landlord plus the money order fee and a late fee of $50 along with the rent because Ally told me it would be there on the 5th. They didn't care. The money wasn't in there until the 7th. I transferred it on the 1st.

  Business Response

  Date: 04/27/2023

  We are in receipt of your correspondence file #******** dated April 14, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 27, 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.

  Customer Answer

  Date: 05/15/2023

  [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:
  
  
  
  The company, Ally Bank, still has my account frozen and they will not reply to me as they did not reply to the complaint.  Can the complaint be reopened? They send me letters saying they are going to close my account, but they are going to use my money to pay for it. Two fake companies took money, out of my Ally bank account. I contacted them as soon as I found out. The customer service person I spoke with tried the phone numbers and they were both invalid. I looked them up on Google and found no such companies. 

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

  Business Response

  Date: 05/24/2023

  We are in receipt of your correspondence file #******** dated May 15, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 24, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, 1-888-318-4622 and select option 1, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  Date:04/13/2023

  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 was trying to transfer money from my Ally Checking account to *****. The transaction did not go through and I was told there was a hold on the account and to call Ally. When I called I answered all my security questions and asked for the hold to be removed. Instead they told my my account was frozen and that I will not have access to my funds for 7-10 days. I told them I really needed access to my account and the rep said there was nothing he could do. He was not very nice. So now I have money in my Ally account that I cannot use and really need access to. This is inexcusable. Terrible customer service.

  Business Response

  Date: 04/27/2023

  We are in receipt of your correspondence file #******** dated April 14, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 27, 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: 05/01/2023

  [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:Their response stated" On April 27, 2023, a detailed response has been sent to the above referenced individual."  I have not received any detailed response at all.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 05/10/2023

  We are in receipt of your correspondence file #******** dated May 8, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 10, 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: 05/10/2023

  [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: This appears to be an automatically created response. Exactly the same as the last response.  They indicate that they sent a "detailed response"  which I have never received.  
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 05/17/2023

  We are in receipt of your correspondence file #******** dated May 16, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On May 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 ** 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: 05/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:It is the same automatically generated response I received before. They state that they sent a detailed explanation of what any why the did with my account.  I never received any detailed response.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 06/05/2023

  We are in receipt of your correspondence file #******** dated June 1, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 27 and May 10 and 17, 2023, detailed responses were sent to the above referenced individual. On June 5, 2023, a detailed response was sent to the above referenced individual via ****** 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: 06/08/2023

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

• Initial Complaint

  Date:04/10/2023

  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.

  Sold my home and received a wire transfer. Upon attempting to wire money out they froze account leaving entire family and an 81 year old mother homeless in Las Vegas. It's been 2 weeks and no one has even spoken to me. Every time you call I'm told to wait for the assigned agent to call, but he never does. This is a nightmare.

  Business Response

  Date: 04/21/2023

  We are in receipt of your correspondence file # ******** dated April 10, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 21, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ************** and select option 1, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.
  
  

• Initial Complaint

  Date:04/10/2023

  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.

  ALLY BANK: Can log in but cannot access my Ally account. It's been a NINE DAYS! Been on the phone with their 'service reps' every single day. They always say 'Our techs are working on it. It might be 7-10 more days.' OUTRAGEOUS! ?I have tried FIVE different browsers, two different laptops, emptied cache and cookies, temporarily turned off firewall and VPN, and reset the modem. And the rep acknowledges that it is not a problem on my end. ?Have you ever, EVER heard of any company, esp a bank, taking forever and leaving the customer hanging. . . with NO reassurance of what might have happened on their end to cause this and that it will be corrected ASAP? ?I found my correspondence with them from 2016 and it was the same problem that never got fixed so I closed the acc't and vowed to NEVER use them again. . . but here I am.

  Business Response

  Date: 04/24/2023

  We are in receipt of your correspondence file #******** dated April 11, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 24, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ************** and select option 1, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  Date:04/10/2023

  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 opened an account with ally bank and switched my direct deposit to them. They claim they have early direct deposit but come to find there are stipulations with that. Saturday he day after I was paid I received several alerts from ally to my call phone that funds from this account were being used. I lodged in the the card was used several times in another state. Ally did not protect my funds the debit card that was used was not sent to my house. I called the bank and they told me to login via the app and lock the card, the agent walked me through how to navigate the app that is not user friendly and I locked the card. The agent confirmed the address the card was sent to and it was not my address she then updated my address and assured me the new card would be sent to my address on file. In order to file a dispute I had to login to a desk top. As a bank they make it hard to file a dispute. I really need my funds back and the new debit card sent to be correct address.

  Business Response

  Date: 04/24/2023

  We are in receipt of your correspondence file #******** dated April 11, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 24, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ************** and select option 1, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.
  
  

• Initial Complaint

  Date:04/07/2023

  Type:Sales and Advertising 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 getting all these offers in the mail about loans and credit cards. I have gotten so many from them in just a short amount of time.

  Business Response

  Date: 04/11/2023

  We are in receipt of your correspondence dated April 10, 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 **************.

  Business Response

  Date: 04/13/2023

  We are in receipt of your correspondence file #******** dated April 10, 2023, regarding the above-referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 12, 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 **************. 

• Initial Complaint

  Date:04/06/2023

  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.

  On March 29th, I submitted documents (ACH Transfer Authorization, and monthly bank statement) to transfer funds over from Ally to my ***** account. Ally responded asking also for a DBA as my ***** account is under my business name. I went in to a ***** branch, and they said an account balance summary should suffice as it lists my LLC at the top and my name as a Signer. As I've noted on calls to Ally since, there is sufficient evidence noting that I am the owner of the Business Account at *****. My monthly bank statement shows debits to my other credit cards, and shows my name listed on those line items. Also the deposit account summary is more than self-explanatory. I have since tried to withdraw my funds without any success. So I created a checking account at Ally to transfer internally funds over from my investment account, the purpose of which is to ***** my funds over to my ***** account. After having done so, a hold was placed on my account and the transfer. At this point Ally is holding my funds hostage. I want my funds in the amount of $886.35 tranferred over immediately. I have called in numerous times to verify my identity and have jumped through hoops to have these funds transferred over and am being given the run-around.

  Business Response

  Date: 04/21/2023

  We are in receipt of your correspondence file # ******** dated April 10, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 21, 2023, a detailed response has been sent to the above referenced individual. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ************** and select option 1, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.
  
  

• Initial Complaint

  Date:04/05/2023

  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 opened a No penalty CD with Ally bank and scheduled 2 transfers one of 5000$ and second of 45000$. Ally bank withdrew the entire 50000$ with the transferring bank but credited my account by only 5000$ saying that they can fund the CD only once. For the balance $45000 they said they have sent it to process for return but the process unsuccessful. However till date I havent received the money and Ally bank is refusing to co-operate. They just keep creating false versions of the current status whenever I call them and are not able to produce any evidence or proof that they have initiated the return process

  Business Response

  Date: 04/20/2023

  We are in receipt of your correspondence file #******** dated April 7, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 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 8:00 p.m. Eastern Time.
  
  

• Initial Complaint

  Date:04/04/2023

  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 requested my money back for over 2 weeks. Ally has 7000.00 of mine. I keep getting told they are working on it. First online bank experience, been a nightmare

  Business Response

  Date: 04/20/2023

  We are in receipt of your correspondence file #******** dated April 7, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 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:04/04/2023

  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.

  this is our second complaint because 1st 1 was not resolved. (I recently provided Ally Bank with a certified letter containing a Power of Attorney for my grandmother, ******* ******. The letter explained that I was incarcerated and requested the check be sent to her address upon closing my account. Ally Bank received the letter and sent the check to my grandmother's address. However, upon attempting to deposit the check, it was lost in the mail. We have contacted Ally Bank to request the check be canceled and reissued, however, they have refused to acknowledge the Power of Attorney my grandmother possesses. Again, Ally Bank is aware of my situation and has refused to honor my Power of Attorney and stop payment on the lost check, despite my request. Additionally, they have declined my suggestion to deposit the money into another account through a wire transfer. We attempted to access my account via email, but were unsuccessful and requested assistance from customer service, with no success. We were informed that they were unable to provide assistance. We are concerned that they are withholding our hard-earned money due to the account lockout.) ******* ****** has power of attorney over ****** * ****** account last year in Nov.2022 ALLY Bank closed ******'s account and at that time he had to submit a POA to have a check issued in sent to his Grandmother ******* ******. The check was sent to her but because they issued it in ******'s name she was not able to do anything with it because he is incarcerated. Ally Bank is aware of that you will see that in the original POA attached. Since before March 2nd we have been trying to resolve this issue. The check will expire in 180 which is approaching's. Their lack of professionalism and concern is unacceptable. We have faxed requested documents to ************ several times as requested and even mail said documents to P.O. *** Horsham Pa ***** attn: deposit Operation This makes no sense.

  Business Response

  Date: 04/20/2023

  We are in receipt of your correspondence file #******** dated April 7, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 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 8:00 p.m. Eastern Time.