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:03/22/2023

  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.

  I have three accounts with Ally, all opened in 2019. In 2019, I submit a request to add my husband as a joint owner to one of my savings accounts. That request is still open with no update––the only response I received to my follow ups was a copy of my bank statement mailed to our address, addressed to him. He was never added to the account. Surprisingly, Ally customer service has gotten worse. I opened a new request January 27, 2023 to add him as we were prepping to sell our house and need a joint account to accept the proceeds. I didn't hear from them. We moved out February 17, 2023, so I reached out to support to check in on the status and whether or not a new request was needed. They took a while to respond, so I submit a new request with the new address on March 6, 2023. They told me on March 14, 2023 that everything was done and the request would be fulfilled by EOD so we are okay to proceed with including both our names on the wire transfer. They even added a note to our file to accept it. March 17, Ally rejected the wire transfer and say to wait 1-2 business days. It's March 22 and there is still no update. I've spoken with customer support every day for the last 5 days and they say the same thing--update in 1-2 business days and I don't know how to count. Today, they told me there's still no update on my request, I need to call again tomorrow, and that I should just use a different bank. I'm no longer comfortable banking with Ally--if they're having issues with basic requests, then I don't want to stick around and wait for a lack of support if something bad were to happen. The interest rates are NOT worth it. PLEASE finalize the additional owner application.

  Business Response

  Date: 04/05/2023

  We are in receipt of your correspondence file #******** dated March 23, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 5, 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: 04/06/2023

  [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: no message received
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/14/2023

  We are in receipt of your correspondence file #******** dated April 6, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 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: 04/17/2023

  [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:
  Did not receive communication regarding this, and no progress has been made on adding my husband to my account.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/28/2023

  We are in receipt of your correspondence file #******** dated April 19, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 28, 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:03/22/2023

  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.

  My Ally debit card was hacked on February 13th, I called them immediately and asked them to send me a new debit card. They said they would, but it never arrived.I called them again at the end of February, and she said the debit card was never sent. So she promised for SURE this time that the debit card would be sent to my home address. Again, it is now 3 weeks later and nothing has arrived and I have been without money for over 1 month now. I demand that ALLY Bank send me a new debit card to my current MAILING ADDRESS on file with OVERNIGHT DELIVERY to compensate for their rampant incompetency. If the debit card is not here by the end of this week, I will be shutting down my account and transferring funds.Checking # ********** for reference.

  Business Response

  Date: 04/05/2023

  We are in receipt of your correspondence file #******** dated March 23, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On April 5, 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: 04/06/2023

  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:03/19/2023

  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.

  Savings account with ally bank. Requested transfer of funds into another account. Received email that my account was frozen for no reason and the transfer was not possible. Have contacted ally bank and they say that it said that it looks good on their side but on my account it shows the transaction was rejected. I have called and been placed on hold for over 30 mins and still waiting. I currently just want to close the savings account since it has been such a hassle to them to release my money. I have been on hold with *******.

  Business Response

  Date: 03/30/2023

  We are in receipt of your correspondence file #******** dated March 21, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 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.

• Initial Complaint

  Date:03/09/2023

  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 closed my checking and savings account without my knowledge. When calling Ally the employee could not find anything in their data that said why my accounts were closed. The accounts were closed 02/21/2023. I still had monies in the accounts, and have yet to receive any monies from them. I had bills that were paid through my checking account there and am now being charged NSF fees from these billers.

  Business Response

  Date: 03/29/2023

  We are in receipt of your correspondence file #******** dated March 16, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 29, 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: 03/30/2023

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

• Initial Complaint

  Date:02/25/2023

  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.

  I received an offer to open an Ally checking account since I have an auto loan through them. I opened an account and kept receiving emails to fund the account and set up direct deposit otherwise they would close my account. I set up direct deposit and transferred over $4,000 in funds (all of my funds) to my Ally checking account since I wanted to use it as my primary account. Only then did ally tell me that it would take up to 10 days before I received a debit card or access to my virtual card. I do not have any other access to funds in any other account. They instructed me to try to using ***** to transfer money but then they sent me an email that it will take 4 days to receive the ***** transfer. I have no food or gas and Ally will not give me access to my funds to that I can eat or get to work. They are holding my funds hostage through their harmful practice. It is possible to release a virtual card to customer while the physical ones ship and Ally is refusing to do so for customer after pressuring them to move their funds to an ally account. I now have no chose but to go 4 days without eating even though I have money in my bank account. This is inhumane and ridiculous. I would have never transferred all of my funds to Ally had they made it clear that they would hold my funds hostage. I spoke with **** call/note ID ******** and she was very rude and unhelpful. Knowing that I will have to without food for 4-10 days because of Ally is refusing to allow me to access my money is causing me so much distress

  Business Response

  Date: 03/15/2023

  We are in receipt of your correspondence file #******** dated March 6, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 15, 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:02/22/2023

  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.

  On Friday February 17 around Late morning to early afternoon. I used Ally’s bill pay to pay a credit card. To have the payment reflect sooner I used the same day pay feature which includes a $9.95 fee. It was not processed from my account until Tuesday February 21 from my account and did not post to the payee until Wednesday February 22. I spoke to a representative who was helpful but in the end said there is nothing that could be done. I paid for money to be sent from my account that day to my payee but it took more than one business day. Granted Monday was a Holiday, it did not post on Tuesday. But I thought same day meant the day I sent payment which would have been Friday the 17th. I have been charged the $9.95 for a service that was not honored. I am seeking reimbursement. Especially when the other bill payments I sent were not same day and they also posted today on the 22nd of February. It seems as my same day $9.95 fee bill payment was delivered as a normal payment.

  Business Response

  Date: 03/08/2023

  We are in receipt of your correspondence file #******** dated February 23, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 8, 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: 03/09/2023

  [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. 
  

  They have decided to do a one-time courtesy and return the fee for the same day bill pay.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/20/2023

  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.

  This bank is dismal when it comes to most aspects of customer service. They need to update their system so if you have to set up a Living Trust as a beneficiary, that a message directs you what to do. Right now when opening up a new account or just making a beneficiary change, the form that is there is for non trust type situations, a person. This problem has existed for years. Then you have to call and wade through various levels of poor customer service. They are not trained, and have absolutely no empathy or desire in most cases to help a customer. Today I spoke to a supervisor, who agreed with my comments, that their system needed to be fixed, and she said she would "expedite" my request through the system. You should not have to go through all this trouble just to set up a Living Trust. It is very sad that senior management does not see these issues, and by the fact that with the BBB that this instituion only has a 1 star rating, I am not surprised. It is too bad, they offer good rates, but after that all downhill. The last straw is I cannot even send a secure message all day, that has an attachment, w/the form I am supposed to use, to set up my Living Trust as a beneficiary. All day it says "cannot send, we are having hiccups". However you can send a secure message without an attachment. I realize today is Presidents Day and they may have limited staff but that also added to my frustration level with this company.

  Business Response

  Date: 03/07/2023

  We are in receipt of your correspondence file #******** dated February 22, 2023, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On (DATE), 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: 03/07/2023

  [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:02/17/2023

  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 am trying to get a payoff document with a 30 day Perdiem, because I am refinancing my house and I want to pay off the air conditioner. They are refusing to give me the paperwork. They faxed over a document that they know was not what was required, and my mortgage company freedom mortgage told me that Ally  is known for this kind of business so they are illegally holding documents that I need to be able to pay off my air conditioner because they want to gain the interest they're gaining on a daily basis and that's illegal

  Business Response

  Date: 02/21/2023

  We are in receipt of your correspondence dated February 21, 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 ************.

  Customer Answer

  Date: 02/23/2023

  [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:02/17/2023

  Type:Customer Service 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 employees always hang up the phone when calling in. I had an appointment to call in with my bank card and again after 3 lengthily holds each time someone answers and then hangs the phone up on me. During the week, I tried to reach the person I had an arrangement with but strangely enough no one can find this *********. The customer service for collections at times is poor.

  Business Response

  Date: 02/22/2023

  We are in receipt of your correspondence dated February 21, 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:02/13/2023

  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 paid my balance on my charge card and the bank said I maxed out my limit and my bank I made the payment from has had the money missing for the payment to Ally for over 6 days! Ally bank has been holding my payment for over six days without use of my money! Totally un acceptable !

  Business Response

  Date: 02/15/2023

  We are in receipt of your correspondence dated February 14, 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 **************.