Ally Bank Customer Service

Ally employees are shockingly unknowledgeable about basic banking procedures. Due to their good interest rates, I opened an IRA so I could transfer funds from another bank, and the Ally rep said, "You're all set. The sending institution does the paperwork." That turned out to be 100% wrong. The receiving institution does the paperwork. So the next rep guides me to the required forms on the website, I fill them out and upload them. Days later, Ally calls and says, "Your Application to Participate forms are missing." Missing? It was the first I heard of an Application to Participate. I fill out and upload. They then took these online forms and SENT THEM VIA U.S. MAIL to my other bank, with no tracking whatsoever. Today is literally the one-month mark of the forms being mailed and they have yet to arrive. I've already told my bank if the forms ever do arrive, to shred them. I don't know how Ally stays in business.

Great card horrible customer service, had a problem with a charge, I called they locked the card 6 times was on hold over 2 hrs no person available to help. Card closed due to irresponsible customer service.

PLEASE, don't ignore the negative reviews all over the web, and I highly advise against using them based of the small percentage of folks who say they had a good experience, especially those telling you to ignore the negative reviews. This company is bad energy and it's not worth the risk. They stressed me beyond belief by essentially holding $1#,### dollars of mine (life savings) hostage shortly after opening a new account. Forced me to jump on a call and it took hours of my life away, and they asked me bizarre questions and made me feel like I was be interrogated by police officers. Was hard to reach someone who I felt somewhat comfortable talking with too, as I kept getting a call center in India (no disrespect to those hard working people obviously). This bank is not your ally. Many other banks who will not cause your blood pressure to boil over. I signed up before reading reviews (big mistake I made). After reading reviews, this practice of freezing your account access is more common than imagined. And the sheer number of complaints of them essentially stealing people's money, are not uncommon. That's scary. Luckily I was able to pull 99.9% of my money back to the original bank via ACH, but not without stress. As soon as my receiving bank saw the money, I get an email from Ally saying my account on their end was closed. I stressed for another week thinking that maybe the ACH would get messed up and the money would bounce back to a now nonexistent account. Thankfully, after one week, it seems to be safely back into my bank. I check daily now just to make sure (literal PTSD from this experience). All in all, this bank is bad energy all around. Run the other way. They still owe me about $110 (initial deposit), but I'm done with this entity. Hopefully they do me right and send that $110 as a check to my house. If not, I will just walk away and let that sit in the ether forever. I just want to move on from this experience. Ugh. Worst experience in my entire life.

These people are fraudulent. They drag their feet when you try to get your money out

I was an Ally depositor for several years, reasonably satisfied, UNTIL a couple of months ago. Something happened within their logon system, where I would have to change my password everytime I wanted to access my account. Their customer service folk always assured me that my situation was anomalous and that someone from their IT department would contact me. No one ever did, after about 8 weeks of this back and forth, I finally cancelled my account because I no longer trusted their process, uncertain if someday I'd not have access to my deposits. I gathered that the loss of a customer wasn't worth addressing the problem.

This is a fraudulent bank. Don't do business with them.

Terrible customer service. My debit card got hacked on April 29
On April 30, I discovered fraudulent charges. My card was canceled and told they would expedite me a new card. I have called five times either cRd not sent or sent regular mail. It has been almost a month and I still don't have a debit card and cannot access my checking account. All I get is I am sorry and lied to

Like many other customers back in October 2022 I too waited for over 30 minutes to receive help.I called to let them know about a CD maturing and told them to roll over to another CD.Also has another CD that was to renew in Feb 2023.I asked the agent their opinion if I took the penalty would it be worth it and would it be a better deal.They replied " Yes" and said I would quickly get my money back quickly.Sounded like it was a good idea.So I went with it.After the fact, I realized this advice would cost be to lose a significant amount of money interest.I felt sickened and realize this move was not a good one.All the interests rate went up by Feb 2023.I spoke to several agents and supervisors about the issue but they will not allow me to buy the CD that went up to ,1% without paying a fine for over 700.00.I feel I was influenced to make the wrong decision based on what and what was not said to me.I have been an Ally customer for years.I didn't have wrong advice given to me before.I do remember waiting to get through on the phone for over 30 minutes at a time.I would like to speak with cooperate about this matter but I was not able to contact higher help.I already spoke to 3 supervisors.They said they cannot help me

Never bank here. We are always hit with fraudulent activity. This last time, they wiped our account. Our account has been locked for over a week. Every time we call for an update, we get the same answer. It's being investigated and then they hang up. Extremely rude. The women who answer for the fraud prevention center are awful! I don't understand how they even have jobs. And what's worse is you can't report them. There's no customer service survey after you speak to them. It's awful. I feel like I'm being robbed. I will be closing the accounts and moving my money to a new bank when this is resolved.

Ill prepared customer service reps and contemptuous fraud support personnel

If I could choose a negative rating I would! I invested in CD accounts with Ally because they are a large bank with really good rates. On March 15 I closed a 6 figure CD and asked for the funds to be dispersed in two other CDs and gave the amounts for each. Ally created two CD accounts but never funded them. After many phone calls, case numbers and the run around they funded only one account with all of the money. Clearly not what I asked for. I made more phone calls, spoke to several supervisors who assured me they would rectify it, more case numbers and more supervisors but no resolution.

Fast forward and what Ally did was cancel the CD which had the total amount and create a checking account to deposit the funds into. They then said they would create two new CDs and fund those properly. After more supervisors. Case numbers and their famous line of "waiting for approval from the back office, check back in 2 days" the 2 accounts were properly funded. But wait... they penalized me over $800 for closing the CD early that THEY created and funded incorrectly! So now more Case Numbers, more supervisors, more back office excuses and I am told they acknowledge the error on their part and will refund the funds. This was on 3/31.

So guess what... you guessed it several more calls, more supervisors, more case numbers and more blaming the back office and as of today 4/16 I still have not received the funds that Ally in essence STOLE from me.

I was told today they there are no supervisors available and "the back office is waiting on approval, call back Tuesday"

They then had the nerve if they could help me with anymore backing needs!!! I laughed out loud. Once my CDs have matured I will NEVER bank with Ally again. I would rather have a lower percentage yield on my money than have to deal with the incompetence I have dealt with in the last month.

Terrible customer service. Request tax forms that they have not sent. Phone calls, texts, emails go unanswered for over a month. No one seems to be able to do their job anymore. Work from home is bill.

I would not recommend Ally invest, They have sent me incorrect 1099's for 3 straight years and I am still waiting on the corrected version on 3/24/23. Once I get it my account is gone. Every week they tell you next week. I have a simple trading account and my 1099 only has dividends on it, how hard can this be. This is not a company that I want to trust with my money anymore

Customer service at Ally repeatedly was: muffled and difficult to understand, repeatedly offered not useful information, gave me dates and estimates that were always wrong and off by large periods of times (sometimes months), forced me to call during my work hours instead of any other means of communication, and was not informed and often could not get the information necessary due to their own bureaucracy.
Ally Banking, specifically Ally Auto Loans, was terrible to deal with. The total loss process, which was meant to be automated, was horrendous to deal with, overbilled me, refused to process insurance payments, lost checks, did not know where they had offices, did not inform me of changes to my account, indicated that the I did not owe money and continued to bill me. Their portal had multiple bugs and the service responses almost always sent me to call them anyway. After being paid in full, Ally took multiple months over the initial estimates to close the issue (with my direct input, follow-up, and action required at every step of the process), trapping me in a loan I did not need to be in that I had paid for in full. This company is run incredibly bad, their service takes extremely long to fulfill even the simplest of tasks, they refuse to send confirmations of any task being requested or completed, their accounting is infuriatingly slow, and every response they give you is full of their own incompetence.

Tried to open savings account multiple times after attempting to open one that said it needed more info "could not verify my identification" and i had entered my ss#, then i provided more info, my state drivers license. Wait 2 weeks...still cant "verify identification"! I call customer service...1st time "that department is closed" call 2nd time guy gives me an "email address" to upload more verification...a utilty bill with my address/name on it...email bounces back twice... it did not exist. Call 3rd time listen to girl read check list for 20 minutes to supposedly send me an email with a link... haha i never received it. I just wanted to give ya cash and take advantage of the interest rate but they dont want customers i guess

We wanted to open an online savings account with Ally since we previously had a no penalty CD with them. The whole process was a nightmare! First, we couldn't do it online like we wanted because they kept stopping the application process each time we tried (Several times). We called several times to try to get the application issue resolved but that didn't work either. The customer service could be much better than it is. So, they lost a customer as we invested our funds in another bank that took all of 4 minutes online to create an online savings account. No fuss, no mess! Done! Hope you read this Ally.

Ally bank over charged me they charged me interest twice!!! They owe me money..they kept it and charged me interest twice for paying off my car...there ripping people off

I've spent over three weeks trying to add my wife to our joint account. In that time, Ally has lost the form we went, called to verify her being added multiple times. Each time I was told we had to verify like it as the first time it had been done. She still hasn't been added and I have followed up twice, both times being told the matter was 'escalated' and we would see her added in 2-3 days. The second time I was told it was escalated, they said it actually hadn't been escalated before. Their Customer Service associated clearly are underinformed and not empowered to make any real changes or service clients, resulting in a lot of false promises, misinformation, and a complete breach of trust. We're looking elsewhere because I already can't believe anything I'm being told.

Debit card closed without notification. Hold times to talk to someone 1+ hours. No explanation as to why card was closed. Expedited new card 3-5 days. Dealing with this bank very frustrating.

Arbitrarily blocks external transactions then makes it IMPOSSIBLE to reach anyone at the bank to get whatever needs to be resolved handled. After multiple nightmare hold scenarios on 3 consecutive days I finally gave up. Their hold queue starts off by saying someone will be available in 1 hour and 6 minutes. 2.5 hours later, still on hold waiting for the "next available associate. Criminal enterprise trying to hold onto everyone's money and do nothing to resolve issues where money is moved out of their accounts. Definitely changing banks. Been with ally for a decade, suffered through BS interest rates and now crap support. Leaving for good.

I try to reach to customer service to unlock my account for three hours, and I still cannot talk to a person.

Waited For Over 3 Hours No Pick Up I'm Finding A New Bank

I have been trying for two weeks to have my Zelle account activated. I've called numerous times and was finally given a case number. I was promised that my account would be active by today, Oct 3, 2022.
I called Ally today and was transferred to several people who asked me the same security questions. I was placed on hold. Then the phone disconnected.
I am seriously thinking about closing my account at Ally. What happened to keep the customer happy? What happened to follow up with customer promptly? Ally fails

I tried to get in touch with Ally bank all day long. I tried the chat line as well the phone, nothing works. It is 6PM now and they still claim to habe a 35 minute waiting time. The chat line supposedly is not available for four hours.I am disgusted not to be able to get in touch with them. My rating is minus 5 stars!!

I recently moved to Japan for a year. I spoke with a representative and informed them that I would be on an extended stay in Japan. They assured me everything was in the system. I also told her that my phone number would be ported to google voice while I am gone. She told me I could have most security issues handled through my email and I also gave her my Japanese number just in case. My card was blocked and would not work. I messaged for help on the app and they sent me to the fraud department. I called them, which costs money since I am overseas, and they took 30 minutes to answer. Then the fraud department told me there was no fraud case on my account and there was a mistake. They then sent me to another department that took 40 minutes to go through. More long-distance charges. Then when I finally got on with someone they said they couldn't verify my identity as the texts wouldn't work with an international number or google voice. She then asked me a bunch of questions but that still didn't work even though I answered them all correctly. They have now totally locked my account and I can't even get into it to transfer the money out. Before I called them I could at least log in and now I can't do that. They have a disgustingly long wait time to call in. I just attempted to call back and this time I was disconnected. Each time I am charged! I am now stuck in a foreign country where I can not get access to my money and they won't pick up the phone. Also, I find it very coincidental how every time they say there will be a survey after the call they hang up and I never got a survey. I also tried to review on their own website but it wouldn't let me because it locked me out of the account. I am stuck without access to my money in a foreign country! This is not ok!!!

Highly recommend ally bank they really stand by their name

I am a new customer of ally bank and I requested a loan for some medical procedures and I and delighted to say that Ally Bank gave me my loan and it was quick and easy My interest rates are not that bad I would have liked for them to be a little lower however I am extremely satisfied and I would be pleased to give them a five-star rating Ally Bank thank you.

I LOVE THIS BANK!! I have been w/ Ally for almost a year and would happily recommend them to anyone. I had a dispute w/ the worst store to dispute - Wal-Mart; yet Ally gave Me a credit w/in 24hrs and resolved the dispute in 48hrs. They've always been helpful and I always will keep them as My bank. I only wish I could open a business account w/ them!

These guys are awesome. Every dealing I've had with them on the phone, I end the call by saying "why in the world does anyone still use a brick'n'mortar bank"???

Interest rates are so much higher than anywhere else, it's comical. Friendly American customer service reps. Ease of use online. Short wait times on the phone.

10/10. Am already recommending them to everyone I know.

Easiest bank so far to reach! No endless menu tree just straight to a personal banker!

I have been ecstatic with Ally's service. Admittedly I've only had the account a few months, but everything has gone well. Online help is awesome, quick and friendly, never rushed.

Again and again I see complaints on ally BANK sites about auto loans....anyone looking into BANKING with ally bank should ignore all comments that mention loans...ally BANK does not offer loans and all help centers are in north america

i'm reading so many negative comments about ally bank and feel compelled to write something on my experiece. I opened two accounts late 2010 switing from BofA. So far I have to honestly say that my experiece is by for the best banking experience I have ever had my banking history. I have no complaints. In fact after having a small personal issue that I created (it was my fault) I call ally to ask for help is resolving this problem. Not only was my call answered on the spot, the call was answered by an american, working in america, speaking english better than I do, professional and able to help me.
Now, I no longer pay atm fees (very big for me) get money back when I shop at certain stores aka ally perks. Plus as of right now the cost of having ally as a bank = zero.

I feel it's inportant to note, I do not have complicated banking needs..... I driect deposit my paychecks. Rarely need to deposit Physical old fashoned check (but I have) and rarely have the need to walk into a brick and morter building for banking needs.
The only thing that is missing is an iphone app which I understand will be released very soon spring 2012 perhaps. but other than that I am pleased.

my hopes in posting this is to help those who are considering ally and don't have complicated banking needs.

AND NO... I do not work for GMAC.. Actually I'm an OR Nurse working in South Florida.

To everyone with negative claims towards Ally, you have been victim yes. But as far as customer service goes, it has gotten TONS better! I havent had an issue with them in about 2 or 3 months. From what I understand they have added more call centers with more reps. IN THE UNITED STATES

I have had nothing but wonderful service from Ally Bank. When reading these complaint boards people don't seem to know that Ally Bank is not in charge of their car payments. That is Ally Financial. When people are complaining about Ally Bank not handling their car or GMAC accounts right, it is like complaining that the salesperson in the Sears shoe department was horrible at giving you specs on your washing machine. Also, a lot of these complaints are about things that are out of Ally's control...like transfer time or signature cards---those are all government mandated time frames/rules that are to be followed. It also seems like people don't read the deposit agreement---which is where ALL of these rules that are complained about are listed.

As an employee with the checking and savings division of Ally Bank, I've come to see up close the lack of basic banking knowledge of customers. This includes those with significant balances in their accounts who you would think would have experience with financial transactions. Ally is an online bank. As such extra security measures are in place to protect the privacy of customer information and of course their money. Any internet based commerce has an increased amount of people who attempt to access customer's funds fraudulently and to steal their identities. Ally takes the security of their customers' information seriously and at times this causes problems because customers do not know anything about their accounts and some customers' relatives open accounts in the customers' names and don't tell them or wait the same day to process a wire when they knew a house was closing weeks before. Ally representatives are coached daily to provide a high level of customer service and first call resolution. I know of dozens of occasions where Ally's diligence has save customers hundreds of thousands of dollars from being taken by strangers and even more sadly relatives and customer's children. I have had a career in banking and could have accounts anywhere, but when I came to work with Ally, I moved my accounts and have not had one problem.