Customer Service Scoreboard
This bank requires you to call rather than handle issues online, but their wait times are always "unusually long" (at least 30 min). The recorded voice during the long hold time repeatedly says "your call is very important to us" which feels incredibly fake and sarcastic. If the call was important, you would answer it.
This has got to be one of the worst ever bank customer service experience. Wait time perpetually at 45 minutes. Same for both PHONE or CHAT. Completely unacceptable. When transferring from one department to another department, call drops. When asking for help with resolving a check deposit issue, information provided by phone rep completely contradicts what was said in an incoming email from the bank. I know they offer great interest rates. But if you ever need service, forget it!
Pathetic customer service. Average wait time is more than 70 minutes!!! The mobile app doesn't work and locks me out of the account and every time I need to wait 70 or more minutes to reset it.
Worst customer care and service ever!!! I am moving to another bank and closing my account at Ally!
I recently paid off a car loan with Ally Bank. May of 2022. Before paying off the loan i called to get the pay-off amount and Asked that the title be sent to myself as the primary holder of the loan. 3 weeks after the payout i called customer service to inquire about the title, and was informed that it had been sent to the dmv, and could take up to 3 weeks to process. Patiently I waited. After 45 days or so I tried contacting the Oregon DMV to access my title. They had no information. I called Ally bank back several times, wading through several representatives using staticky lines and broken English. Finally I was able to establish that the Digital Title had been sent to Arizona's DMV. My daughter "co-borrower" and I both live in Oregon and had been paying the loan consistently from Oregon. Customer service informed me that they had successfully transferred the title to the Arizona DMV and since I no longer held an account with them, they were unable to help me. Nearly 3 months later I am still without a Title to my vehicle and am unable to get it registered and receive plates. Never do business again.
I have a joint checking account through Ally Bank with my son who is in college. In March, two charges for $407.00 (total $814.00) were deducted from the account from a Western Union in San Francisco (we are in Florida). We reported the fraud to Ally Bank immediately. In June, we received a letter from Ally that they conducted an investigation and determined the transactions were authorized and not fraudulent, so they would not refund the $814.00. I asked them how they determined the charges were authorized, because they were certainly not authorized by my son or myself. They said they could not share that information with me. I contacted my local sheriff to report the fraud, and they said in order to open a case I needed to get a fraud affidavit from Ally Bank. Ally Bank will not provide a fraud affidavit because they are stating we authorized the charges.
Ally was great as long as I was paying them. When they would not refinance our auto loan we went somewhere else. Ally received the loan payout on June 16 and processed my loan payment on June 27 after received the payout amount. Assured me they would send a refund. Ally did not process full payment until June 30. Issued a a paper check, not how funds were collected, on June 30 as well. As of today not refund check has been received. Went to site, "Chatted" with a "rep" Flo. Who assured me to check with my bank and a refund was issued on the 30th. Had to call back and talk with a non native English speaker, hard to understand, who said "we do not issue refunds that way," even though it is how it was received, "we sent a check and it will take 10-12 business days. That process is very convenient to tie-up my funds so I cannot pay my bills and cause undue hardship at no cost to them. Ally holds my funds and has no accountability for potential fraudulent behavior.
I had leased a vehicle through Ally, made all payments on time, etc. and decided to buy the vehicle at lease end to take advantage of the super hot used car market earlier in 2022. I paid for the car, Ally obviously accepted my money, then sent me a title on which someone had manually altered the odometer reading, which meant that no buyer would touch it and no DMV would accept this title.
Long story short. I made multiple requests for a duplicate title, which initially was never ordered and had I not followed up by phone numerous times probably would still not have been ordered. While I waited 4 months for the duplicate title to arrive I needed to keep the vehicle insured, otherwise could have lost my driver's license. By the time the title finally arrived the vehicle was no longer worth as much as 4 months prior, so I lost money due to Ally's error, in loss of value and out of pocket insurance payments.
I have sent them 4 e-mails over the past month requesting to made whole and have not had the courtesy of any response at all.
Would strongly advise those who have a choice never to finance anything through Ally.
Can you reach them? Yes. Do you want to? No.
I think Ally has some really weird system for their customer service agents because the ones that are nice, sweet people are perplexed and the ones that are...not nice...can't get a clue. My family lost an immediate family member and have been wrestling with this bank for MONTHS. I've called a number of times, and this most recent customer service representative had me shaking.
I called and, after verifying all of my information and explaining my situation, was put on a twenty-minute hold that was sketchy as all get out. (It had the customer satisfaction survey playing over the hold music. I'd never had that happen before with them.) I wound up ending the call and calling back only to get the same service representative. She proceeded to have no idea I had called her within the hour even after I re-explained my very specific, odd circumstance. I sent IDs and certificates months ago that past phone calls with Ally had confirmed had been received. Today? No. We never received that information. Nope, we have no record of your attorney contacting us. No, our descedent and legal departments don't have phone numbers for you to call. And no, you can't transfer to someone else; you're talking with me. Did you check your spam on our secure email perchance? (There is no spam option on their secure email.) I ended up hanging up on her which I've never done before in my life! What an absolute disaster this bank is. Feel awful for the genuinely nice people I've talked to from there that seem constrained by a byzantine system and a dumpster fire of a company.
They have been terrible in resolving my issue even after providing what they wanted after they shutdown my account when I did an online transaction to put money INTO my Ally account while I am out of the country. They just shut me down and didn't bother to email me if it was me or not. I've spoken to them several times and getting no resolution. I am ready to withdrawal all my money from this account once I get them to reinstate my login.
Ally refused to waive a rate lock extension fee on my mortgage application (which expired due to a delay in construction outside my control). They would rather lose a customer with over $250,000.00 in assets with Ally than extend a simple courtesy. It was impossible to reach anyone from the Executive Customer Relations team by phone, despite leaving multiple messages requesting a return call.
If you can avoid opening an account with Ally Lending or using this institution for any transactions, I high recommend you run. Within a few months of opening an account with them, someone or some system screwed up processing a transaction. The responsibility of fixing the problem was placed solely on me, the customer, even though I accurately enabled automatic transfers and ensured there was more than enough money to cover said transaction. Ally Lending displayed zero accountability and offered no assistance in resolving the issue they caused. In summary, if you are financially responsible and want an institution you can trust or at the very least rely on to fulfill their obligations, Ally Bank is not the financial institution for you
For those interested in some additional context, in December, I enabled automatic monthly payments on two of my Ally accounts to be processed on the 3rd of every month. Both payments successfully cleared from the same checking account in January. However on February 3rd 2022, only one account had a successful transaction. I received an email notifying of this. On the website I discovered that my account information had been deleted. That evening, I tried several times unsuccessfully to re-enter my routing and account number. Each time, I received a message falsely saying my bank account had a negative balance. In fact, I had more than enough funds to cover my payment and ended up paying successfully with the debit card attached to the same checking account the system claimed had a negative balance. I contacted my bank the next morning and a representative confirmed my account balance had never dropped below $0 and there was no evidence the first transaction was initiated by Ally. I looked at my bank statement and also did not see any evidence of a denied transaction from Ally. I contacted Ally first thing on Monday morning and the customer service representative read a generic response telling me to ask my bank to write a letter explaining why the transaction was declined. I explained that this was not possible since my bank had no knowledge of said transaction. No one I spoke to at Ally offered to look into the matter on my behalf. Instead, I was sent off with a list of requirements for this letter my bank was somehow supposed to fabricate. As expected, my bank provided a letter that met none of the requirements except verifying my identity and reiterating that no transaction was denied. Still, no one I have spoken to at Ally has offered to investigate things on their end or can explain how the same account number and routing number worked for one transaction and not the other on the SAME day. Ally claims to have received an error saying my "branch was sold". How was the branch sold for one transaction and not the other? I fulfilled my responsibility as a customer by providing accurate financial information and ensuring there were enough funds in my account. My bank fulfilled their obligations to approve said funds. Ally bank on the other hand has proved that they are in fact not an ally to anyone. How can a company be known so publicly for its bad customer service and continue to do nothing?
Ally took away my Roth IRA savings and 2 other accounts, they locked them away because one fail their verification process based on FALSE INFORMATION claiming that they are public records. in my case they keep asking multiple choice questions about someone with my same name that lives in a different state, my same age and some other names and addresses that I have no knowledge of. I have never lived in that state in question. I google it myself and is information they possible bought from myLife.com or google search engine, COMPLETELY ERRONEOUS. they refuse to acknowledge actual official documents and further refuse one to submit further documents from a reliable official sources like notary bank or similar. The representatives hang up on the customers, they refuse to transfer one to a supervisor or a manager or any other person that can actually fix or actually address the issue. they don't answer the several emails or phone calls. they took away my savings and I have no idea or sign that I am going to get them back in the near future or at any point. they cost me my hard earned savings. Any body that can read this PLEASE DO NOT DO BUSINESS WITH THEM, DO NOT GIVE THEM YOUR MONEY BECAUSE YOU GOING TO LOOSE IT.
Allied Bank is cool but they are the worst communicators and understanding people ever sometimes I like the bank until they did some nonsense that had happened 8 9 months ago and it's the crazy part is that if something happened 8 9 months ago you supposed to have caught it when the situation happened I was doing a front of you by depositing their check into my account which they said I broke guidelines which I did not see which I thought was okay when somebody endorsed the check over to me which I found wrong cuz they should have stopped deposit the check in February when the situation happened and now it is October they took my money out my account overdrafted close my account and tell me that I had to pay for it which is wrong if something was not supposed to be accepted they supposed I had canceled the check and which they did in they deposit the money I took the money out cuz I thought it was okay now they took his out my mouth for 2 weeks which there's a pandemic going on which is wrong
At the beginning of April 2021, I transferred my brokerage account from ETrade to Ally Invest. The amount transferred was close to 90,000 dollars It was my big mistake.
After 2 months, the promised reimbursement by Ally Invest for the transfer fee charged by Etrade and the sign on bonus never happened. I wrote several times to the Customer support but all I got was an excuse that they are busy. They also asked my phone number which was a phony PR move since they never called me.
Please be warned about the lousy customer service at Ally Invest. I am planning to terminate my relationship and move my money out to a decent and truthful brokerage firm.
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