Date Received: 2023-02-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Back in XX/XX/XXXX, my father opened a CD/Savings account with Ally Bank on my behalf in which when I was attempting to access the account that then triggered a suspicious activity flag. I called directly to clarify my identity and that allowed this savings account to be a joint one. They said they would investigate and get back to me and this was on XX/XX/XXXX. Since then we haven't heard back so we've called about 10x between my father and I. We've received several go arounds without any real update or timing. One time they told me they had deactivated the account completely ( without notification to either myself or father ) and funds were refunded to the original source- which is my father 's XXXX XXXXXXXX XXXX account. While that was already a sloppy way of handling things, we were at least relieved knowing where the $ was. So we went down that rabbit hole of checking with XXXX XXXX XXXX to come and find that they had not receive any funds from Ally Bank. There we are back to square one chasing down Ally Bank who continually gave us no real answer other than we would receive a call back. It's been 2 months, we don't know where our funds are, no access to the account and the absolute worst customer service, at times, yelling at us or hanging up. This is beyond what we would think is possible for a major bank like this to operate and frankly feels like fraud to us. We would like to know what further action can be taken to release our funds back in an urgent fashion or have some sort of transparent and tangible update. This isn't small amount of money too, this is money that we need back in our hands. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94123
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Ally Bank held almost {$13000.00} of my money from a check deposit but never made the funds available to me for almost a month. I had to deposit a check that was made out to me and my partner, however we do not have a joint account. Ally Bank advised that we just needed to mail them the check with both of our signatures and a copy of my partner 's driver 's license, which we did on the 2nd week of XXXX. Called the bank the following two weeks with no update on the status of the check. On XX/XX/XXXX, I then asked the company who issued the check to just stop payment and wire me the funds. They informed me that Ally had already taken the money from the check on XX/XX/XXXX, which they did not inform me about, and Ally had not deposited the money to my account- and they never did. When I called to ask Ally, no one had an explanation on why they took the funds but did not apply it to my account. They then sent me a bank check for the amount which I tried to deposit to my account. They rejected it because they can not deposit Ally checks to Ally accounts (??? ). I have now closed my accounts with them, however, a month after this all happened, I can not stop thinking that this was an egregious lack of competence and should be investigated. They held my money- which was not an insignificant amount- for almost a month. They made it seem like they had not received my check yet but they had already taken the $ XXXX. They did not give me timely updates and repeatedly gave me bad, sometimes even conflicting, information. I do not understand at all how its legal for them to get the funds, hold it, but not transfer it to my account- effectively making it impossible for me to access it at all. It felt like my funds were being held hostage. I am reporting this so that other customers do not have to experience this ineptitude and very shady business practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19119
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I would like for you to investigate on the issue on Ally Bank. My initial complaint was filed XX/XX/XXXX for unable to access my account both online and through phone app. They couldnt figure out why. They asked me to clear cache, it didnt work. They reset my password and still didnt work. They give me a reference number XXXX. They said they will have their tech team work and get back to me, but they never did. I called again on XX/XX/XXXX to check and still nothing was resolved ; they said the same thing, theyll have tech team work on it and follow up with me. This time I was awakened enough to ask and know that I spoken to XXXX from tech who escalated to back office tech for further assistance and will get back to me. No one ever called me back. In conclusion, since XX/XX/XXXX until now, I am very frustrated that I cant access my accounts online nor thru the app. This is an online bank, my only access is online and app. Please help, thank you so much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I signed up for a XXXX percent promo bonus and followed all rules, expecting a {$500.00} bonus to my account for keeping the new money deposited for the required time. My husband did the same with a different ally account. This was allowed per the rules ( XXXX XXXX XXXX ) He received his bonus on XX/XX/XXXX. I did not. I chatted and was assured that the rep could see that I had deposited the funds and kept it deposited per the rules and that my bonus would arrive by XX/XX/XXXX. On XX/XX/XXXX no bonus. I contacted ally and was told to contact them the next day. I did, and was told that there were lots of calls about the promo not being fulfilled and to be patient. I asked that it be escalated. I received an email that I received the bonus, I emailed back that my husband received his bonus but I did not. They replied that the reason why I didn't receive a bonus is because my husband and I have the same email. the rules do not require different emails, just that the email used be associated with an ally account, which it is. I expect Ally to fulfill its promise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: This is regarding my high yield money market account ending in XXXX. I was suppose to receive a XXXX bonus for meeting the requirements. I verified with ally several times that I qualify and was confirmed that I do. They said after the XXXX if I dont get it to call back. I have called 4 times and I am getting the run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28601
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I filed a complaint against Ally on XX/XX/2023 due to me completing a catch up plan on XX/XX/XXXX and still owing XXXX payment and not in fact being caught up. On XX/XX/XXXX, I received a response stating that they would waive the XXXX payment to make it right and report that I am caught up to the credit bureaus. I have been waiting for the XXXX payment to show waived and it has not. So now I owe for XXXX and XXXX and almost XXXX plus those late fees. I did not make the XXXX payment since it was supposed to be waived, and could not make the XXXX payment because it would go towards XXXX. Now they are talking about taking further actions when they have not followed through with what they stated they would do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 724XX
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: On XX/XX/XXXX, I made the initial call to Ally Financial to get a Lien Release letter sent to the XXXX XXXX XXXX office. I am a former customer and my car has been paid off. I needed this information as soon as possible. I gave my information to the agent and was told that it will be three business days. I called back XXXX XXXX to find out what the issue was and yet again, had to give my information all over again only to be told that it will be another 3 business days to hear back and 7-10 before I receive the letter in the mail. This time, they stated that it was VIN number issue. I repeated clearly the VIN number. Ally had my number and knew I had made a few calls regarding this, why didn't anyone call back if the agent didn't understand me. I waited because I was told that this was going to be done, but I hadn't received any information. I called again on XX/XX/XXXX, and the agent assured me that it was going to be filed and mailed out to me. Again, I waited but nothing has been mailed or faxed over to the XXXX XXXX clerks office. I called XX/XX/XXXX, and I asked for a manager. The agent wouldn't transfer me over. I gave the reference number that I was given each and every time an agent so they could find my request. I have at least 4 references numbers and have been transferred to numerous departments that are unable to help me due to a hold up in 1 particular department. I have been respectable and patient but I must handle the other business and can't get it done due to Ally Financial. 1st Reference # XXXX, XXXX These are all the references numbers I have been given, yet I haven't received a letter or fax yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38115
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: My car was seized on XX/XX/2023 from the private parking lot of my employer while I was working with no prior notice. I had been unable to make the full payments to Ally Financial for a couple months, but had been making reduced payments every month so, having not heard from them, had no idea my account was in jeopardy of default. It wasnt until After calling the police to report me car stolen, that I found out it had been repossessed. I called Ally on XX/XX/2023 and they provided me a quote of {$2400.00} and wiring instructions to bring my account current and release my vehicle I wired the money to them directly from my bank on XX/XX/2023. On XX/XX/2023, the Ally agent confirmed receipt of the {$2400.00} but would not process release of my vehicle. They then proceed to tell me they will not release my vehicle unless I pay them another $ XXXX. When I asked to speak to a Manager, the Ally representative told me that perhaps if I were a married woman then my vehicle may not have been repossessed. Horrified, I hung up the phone a dialed back in, hoping to get a different agent. I have been on the phone with Ally for hours over the past several days. Each time, there is no path to escalate or resolve. To date, XX/XX/2023, I have not been provided with the location of my vehicle or any information on how to retrieve my personal property from it. I had to XXXX home from work on XX/XX/2023. I have had to rent a car from XX/XX/2023 to date XX/XX/2023. I had to call out of work on XX/XX/2023 because my work laptop is in my vehicle and will probably miss work again tomorrow if I cant at least find out how to obtain my personal property. I paid a wire transfer fee on top of the {$2400.00} quote in order to have my vehicle released as promised. Ally misrepresented themselves when providing the initial quote. They provided XXXX communication prior to illegally seizing my vehicle. They have failed to provide the location of my vehicle so that I can collect my personal property. This predatory and misleading practice has caused me significant financial and emotional harm.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Misleading by bonus promotion enroll by XX/XX/XXXX fund new money by XX/XX/XXXX On XX/XX/XXXX transferred money from ally online savings to XXXX XXXX On XX/XX/XXXX ally sends me notice that if I enroll by XX/XX/XXXX I can receive up to a XXXX cash bonus and that if I am eligible I will receive confirmation. Which I did. On XX/XX/XXXX ally sends me notice " nice work ****** you have been enrolled in our 1 % cash bonus program. Move new money into account by XX/XX/XXXX to become eligible. On XX/XX/XXXX requested a transfer of XXXX to ally bank On XX/XX/XXXX ally received XXXX transfer deposit Ally bank has since claimed they are not going to pay me XXXX since the money I deposited was not new money. Why then, did they send me a personal email promotion and then following up informing me of my eligibility and acceptance. Ally claim # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: Applied for financing with XXXX XXXX XXXX, XXXX XXXX I XXXX XXXX, XXXX TX. They ran me through multiple lenders, as expected. However, they also ran my girlfriend ( who resides with me ) through multiple lenders, even though none of her information was given. She has had multiple hard inquiries on her credit because of this, including through Ally Bank ( Application number XXXX ) and XXXX XXXX XXXX XXXX ( application # not available right now ). She was never a part of the purchasing or financing of a vehicle for me, her information was never included in any application. It's obvious someone ran a trace on the address and used all names associated with my address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A