Complaints

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of Ally Bank for approximately 10 years. I am an American citizen that works for an American  company and I get regular payroll deposits and do not have bounced checks or carry negative balances. This morning, without my consent, all of my Ally Bank accounts, Interest Checking and Savings, were closed and I no longer have any access to my money. Additionally, I was given zero reasons as to why and I was not warned or notified that this would be happening. I called customer service and they could not give me a legitimate reason for the account closures. They called their "back office" and told me that it is in accordance with their Deposit Agreement and stated that they can close anyone's account at any time, without warning and without reason. They also lied and told me that they had issued a letter to me, but I checked all my mail and there is not any letter, in addition, in my Ally Account dashboard, there is no letter, email or notification on my account that lets me know of their intentions that unfolded today. They told me it would be 10 business days before I would receive a check in the mail, they could not digitally transfer my money and they could not reinstate my account. Let me be very clear here, I am not a criminal, I do not engage in illegal activities and there would be nothing on my personal banking accounts to indicate any reason whatsoever to close my accounts. This also puts me without access to any funds for gas, groceries, paying my bills, or credit cards. And today was payday! This will negatively affect my credit score when I can't pay my bills and I may lose my auto insurance as it is due this week. I have done nothing to deserve this and they have given me zero explanation as to why this is happening. I don't see how they can not be held liable for causing financial distress and hardship. I sat on the phone for over 2 hours and 45 minutes. A Supervisor named Starr, ID# ******, was the last person I spoke with

  Business response

  03/30/2022

  We are in receipt of your correspondence file #******** dated March 21, 2022, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 30, 2022, 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 and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ally bank is updating their system. It is depriving of the access to my funds. This is the second time I have had this problem. I paid 4 dollars for instant funds to ********. This is 100% ally's fault.

  Business response

  03/25/2022

  We are in receipt of your correspondence file #******** dated March 16, 2022, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 25, 2022, 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 and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

  Customer response

  03/29/2022

  [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

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have previously submitted two complaints against Ally Bank (Ally) with the Consumer Financial ****************** Ally did not respond to my complaints. A CFPB employee has confirmed Ally failed to respond twice. In 2019, I opened a checking account with Ally. My balance is approximately $7,300. Ally arbitrarily and unilaterally closed my account without my knowledge or consent. I dont know why Ally closed my account. Ally is purporting account closure due to fraud, however, I never had any fraudulent activity on my account. I never had any unauthorized transactions. I never submitted a Regulation E claim. I never let anyone use my checking account or debit card. I never gave my PIN to anyone. I never wrote my PIN number down. I never gave my online login to anyone. FACT: there is no fraud associated with my account. It was brought to my attention my account was closed around the beginning of 2021. It is now March 2022, and Ally has not returned my balance of $7,300. I have called Ally on innumerable occasions to request my money, however, Ally refused to return my funds. Allys Loss Prevention agents communicated in a manner that I feel was inappropriate and unprofessional. One agent in the ************************** commented that I may never get my money back. The agent in Lost Prevention indicated I would receive a call back, however, no one returned my call. Ally has refused to mail my check to my mailing address. They also refused to ACH my funds to my current checking account (I now bank with ***** Fargo). One agent requested I send a selfie of myself holding my drivers license. I refuse to take a selfie. I do not consent to Ally (who I no longer do business with) to have a photograph of myself and my driver's license. Please be advised: Ally never asked for a photocopy of my ID when I opened my account. Moreover, I am not reported in ChexSystems. This is deceptive and unfair business practices .Ally has not resolved this issue through the *****

  Business response

  03/24/2022

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

  Customer response

  03/24/2022

  [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: Ally Bank did not respond to my BBB complaint. Moreover, Ally did not respond to two Consumer Financial ***************** complaints.  Ally Banks lack of response is egregious. As a result, I left negative reviews of Ally Bank on Yelp and Trustpilot. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a checking account with Ally Bank. I received a wire from a friend as a loan to pay off some things I owed. As I started to pay off what I owe the bank restricted my account due to unusual activity. Now its been 5 days and every time I call I get a different answer of hours long it will take. I need my money to pay my bills. Please help me get this resolved.

  Business response

  03/23/2022

  We are in receipt of your correspondence file #******** dated March 15, 2022, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 23, 2022, 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 and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a unrecognized charge on my account of $40. Ally closed out my checking account and opened a new savings account without my knowledge or informing me. Horrible business practice and will be causing checks to bounce.

  Business response

  03/23/2022

  We are in receipt of your correspondence file #******** dated March 14, 2022, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 23, 2022, 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 and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife called to setup automated payments for her car loan. She was told it would take a month for this to be setup and was advised to make a payment that same day. She made the payment for march over the phone, the next day an additional payment was withdrawn from her account for the same march payment she already made. The representative ****** Id# ****** told her a refund wouldn't be issued for a month. At which time another payment would be due.

  Business response

  03/07/2022

  We are in receipt of your correspondence dated March 7, 2022, 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 ************.re...

  Customer response

  04/18/2022

  [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 Merchant has not contacted me and my issue remains unresolved. Please advise
  
  Regards,
  
  ***** ****

  Business response

  04/19/2022

  We are in receipt of your correspondence dated April 18, 2022, 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

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  bill pay service pay method changed from electronic to check for some reason when we updated the recurring amount. no explanation from ally representative

  Business response

  03/16/2022

  We are in receipt of your correspondence file # ******** dated March 7, 2022, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns.  On March 16, 2022, 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 and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/25 i initially requested funds from my no penalty cd to be transferred and they blocked it, claiming it needed to be reviewed in order for the funds to be release. then when I proceeded to initiate a wire prior to their 12pm PST cutoff time at 10.30AM PT. They did not release my $600K wire despite me meeting their 12pm pst review. cutoff.*** REQUEST Well need time to review your wire. If you're sending a same-day delivery, be sure to send it as early as possible. Step 1: Wire transfers are requested. Well need time to review your wire. If you're sending a same-day delivery, be sure to send it as early as possible. 2 REVIEWING Until 3pm ET If you're requesting same-day delivery, we have to fully review wires before 3 pm ET. Be sure to keep your phone handy; we may need to call you to verify your information at the number listed on your profile. If we cant reach you by 3 pm ET, well continue the reviewing process on the next business day. Step 2: Wire transfers are reviewed. If you're requesting same-day delivery, we have to fully review wires before 3 PM eastern time. Be sure to keep your phone handy; we may need to call you to verify your information at the number listed on your profileIf we can't reach you by 3 PM eastern time, well continue the reviewing process on the next business day.3 PROCESSINGUntil 6pm ET Fully verified wires will be sent by 6 pm ET. Step 3: Fully verified wires will be sent by 6 PM eastern time.4 SEND Well email you when we've sent your wire.

  Business response

  03/09/2022

  We are in receipt of your correspondence file #******** dated February 28, 2022, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 9, 2022, 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 and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.re...

*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. ↩