Incredibly poor customer service experience, have to recommend against Ally.
I've been with Ally since 2018, and this year had my first issue which required customer service - an ATM did not provide money, and I disputed the transaction. My dispute was denied, despite providing image evidence that the ATM malfunctioned.
Since that event I have spent 6+ hours on the phone trying to get this issue resolved. I received one letter which said the transaction was authorized (this is true, it was an issue with dispensing the money, post-authorization, which took the ATM offline). Since then, supposedly 4 agents have resubmitted the dispute, without ever receiving another dispute closure; every time I call, they have no record of the re-dispute, even with the reference ID.
I've elevated to supervisors. I've elevated to an above-supervisor tier. I've never received a callback or email, or letter in the mail progressing the claim. I can't talk to anyone in the dispute department. I can't elevate it to anyone else. I may have received a call back from a supervisor today, but it immediately went silent. This would be the third time I've connected to one of the supervisors for it to go silent.
I have submitted a complaint to the CFPB, and expect this is likely where I will find resolution. I am not a complainer, I am extremely patient. I hate phone calls, I have better things to do - this has cost Ally and myself well over the ATM dispute amount. I just want a resolution.
I moved my savings account to another financial institution today, and will begin the process of transferring auto-payments and direct deposits this week. I had just recommended family to Ally and am now embarrassed that they could end up in this situation.
Just posting to say, unfortunately, their customer service is an absolute mess. If I cannot get through a simple ATM dispute, I can't imagine dealing with a more complicated issue.