r/AllyBank

I stayed on the phone to complete the survey but the survey never started. So, I’m going to complete it here.

I don’t know who Ally outsourced their customer service department to, but it appears to be to people in another country. These people don’t know how to view incoming transactions that are pending or don’t want to (I had this done before when Americans or more experienced staff were the customer service reps). They don’t know the difference between a credit or debit to your account. They aren’t good listeners or they can’t comprehend English very well.

Bring back American customer service reps with experience in banking.

Customer service is currently useless.

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.

Posting this review here because I'm currently so locked out of my Ally bank account that I can't even post a review using the link that they sent to my email (AFTER they locked me out).

I've had the worst possible online banking experience with Ally Bank. The issue started from the initiation of creating a checking and savings account at the same time and trying to initiate a transfer for another bank account. Because the online initiation steps looped backwards multiple times due to trying to transfer from two separate bank accounts, which resulted in an initial call to customer service where they told me to submit again. Then the transactions went through six times, two of which coming from the wrong bank that I did not assign. And they failed to catch this detail while I was on my first customer service call with them. On the second call, less than 10 minutes later, Ally was unable to help me cancel any of these transfers. They advised I contact the bank that I was trying to initiate the transfer from, whom attempted to put a block in the place, but it was too late as the next day my account was overdrawn by more than a grand. It took two full business days before my original bank corrected the overdraw. Then it took two more business days after that for the transactions to correct on Ally bank. Meaning that for some reason it gave me an available balance of over a grand which didn't exist. Again when I called I was told I have to wait a few more business days. When I finally thought maybe that everything had been figured out, the bank accounts zeroed out, I was then considering reattempting a transfer from my original bank vs canceling my accounts, my account was my flagged for FRAUD. I attempted to log back into my account to see what the issue was and I was LOCKED OUT. The wait time for the fraud line was over 50 minutes. After relaying the story again to the fraud protection line, they informed me that they would give this information to the assigned investigator, but there was no estimated time that it would take to unlock my account. At this time, I'm still unable to log into anything. Which means if I actually had funds in my account, I would have no idea when I would be able to access them.

I'll say everyone on the customer service lines were obviously tried their best to be helpful, but it was extremely frustrating that their hands were tied in terms of helping me set up and access my account.

So, the short answer is I would not recommend Ally bank to my friends, but maybe to my worst enemy. 

Recently when I’ve contacted them, I’ve had to wait much longer than usual both for their initial contact and each response they give. Three times I’ve seen them typing, then go silent, then respond immediately as soon as I ask if they’re still there. These customer service chat ladies are collectively the love of my life and I don’t know what I’d do without them. Actually I’d probably switch banks lol. Has anyone else experienced this recently?

This has happened to me three times now. I use the mobile app to deposit a check, and it says it's pending, and then a day or three later it just disappears from everywhere, as though I have never deposited it.

The only way I even realized this last check hadn't gone through this last time is that my dad called me 3 months later to say hey how come you never deposited the check? Otherwise I would have had no idea! They don't send an email or a text or anything to explain that my deposit didn't go through.

From now on I'll just deposit to another bank. Is this happening to anyone else?

I have a new savings account with Ally. Just received my first interest payment. Under account info daily Interest accrued it only shows the daily amount that the account is earning, not the total accrued over the time period. Is this normal?

Title is taken straight from the press release, not editorialized.

Ally appears to have unveiled a slight brand refresh in order to appeal to Gen Z and Millennials. The shade of dark purple/indigo in the logo (hex code #50104A) has changed to a vivid violet (#852EF2).

Expect updates to the look and feel of the app and website, as well as advertising. Below is the only article I could find on the refresh that wasn't just a regurgitation of the press release.

• Can Ally’s Gen Z Push and New Digital Director Reframe Its Long-Term Story at Ally (ALLY)? (Yahoo! Finance)

P.S. As mods, we'll be tinkering with the look and feel of the subreddit over the next few days/weeks to match this new brand refresh. The sub's icon and key color (the color of the Join button and links) have already been updated.

Edit: It should be obvious based on how this post is written, but in case it isn't, none of the moderators of this subreddit are affiliated with Ally Financial in any way.

I’m looking for guidance on a situation involving Ally Bank that has effectively put $6,000 in limbo with no resolution path.

Background: I helped set up an account for my homeless brother‑in‑law so he could access SSI funds. On 2/2, my wife transferred ~$6,000 from her KeyBank account into the Ally account.

Shortly after, Ally restricted the account and eventually moved the funds into what they describe as a “holding account pending resolution.” They are no longer calling it an active review or fraud investigation.

Current situation: Ally says they are willing to return the funds to the originating KeyBank account However, they require a “letter of indemnity” from KeyBank to do so KeyBank refuses, stating there is no fraud, no dispute, and no reason for them to issue an indemnity letter As a result, the money is effectively frozen indefinitely

I’ve already consulted two attorneys through my employer’s EAP and they didn’t offer any actionable path forward I’ve filed complaints with the CFPB and just filed with the FDIC I’ve repeatedly tried to escalate with Ally, but I am only allowed to speak with frontline fraud reps who cannot take action They simply “leave notes” for an internal investigator and there is no direct contact, no timeline, and no escalation path

At this point, it feels like both banks are pointing at each other and no one is accountable for actually releasing the funds.

My questions:

Can a bank legally hold funds indefinitely in a “holding account” without an active investigation? Is it valid for a bank to require an indemnity letter from another bank as a condition to return funds? If the originating bank refuses to participate, does the receiving bank have any obligation to release the funds anyway? Does this situation raise any red flags legally (e.g., failure to return customer funds, unfair banking practice)? What actual escalation options exist beyond CFPB/FDIC complaints when you can’t reach anyone with authority?

Any guidance from someone familiar with banking law or regulatory escalation would be appreciated — especially if you’ve seen a deadlock like this before.

I changed my phone number and now Ally Bank has locked my account. $250,000 CD. Just changed my phone number. I was told,by an Ally associate " I am sorry but I can't promise you will get that money back!" I felt like I had been shot in the stomach. I had to call my Doctor. I was paralyzed with fear. Today I contacted the CFPB and Attorney General of New Mexico. This is a crime. You can not tell a FDIC protected customer you may never get your $250,00] back.

Hi! Wanted to pick everyone’s brain here - does everyone use their checking account for direct deposit or is there any benefit to using savings account?

I use my checking account and then transfer $$ to my savings the day it’s deposited but didn’t know if there was a better way to go about it or any benefit to direct depositing into savings.

Has anyone compared the return on these by actually using both at the same time ? I started with Robo but closed it and opened a self directed because I didn’t like the mix and I enjoy trading . Just curious if anyone has done an experiment.

I've been paying my rent using Zelle on Ally for years and the payment has always been "instant". This morning I tried to pay my rent and the Zelle transfer is on "hold" after being "instant" for years! Because of this I'm going to be charged a late fee.

Is anyone else experiencing this change in Zelle/Ally?

Funds are extremely extremely tight after being laid off and finally getting another job. It’s been so long since I’ve been paid and I extremely desperately need this money right now, life is bad financially. What time do they generally deposit checks? I know it says one business day, I submitted it last night and assumed it would be completed today with them saying 1 day. But I’m getting extremely nervous with it being almost 5pm. I’m gonna have to hit a soup kitchen or just starve for dinner tonight if this doesn’t work. I literally have the money but they won’t let me use it which is so fucking infuriating.

Every bank I’ve had prior just immediately deposits it and if there’s an issue, they’d just take it back. I’m honestly going to switch banks if this takes more than a day, in this modern world money can’t wait even a second. These greedy corporations need their shit paid fucking IMMEDIATELY even if you have evidence the moneys coming. Credit cards been maxed out already due to the lay off so that’s out of the questions (less than $1k debt thank god) God do I hate this stupid fucking country and the shit show of an economy we’re in, but that’s a different point.

Does anyone have experience with Ally invest? Do they have an intuitive platform and do they have a trading app like Think or swim or Active Trader Pro or is it more basic?

Can anyone confirm what the allpoint ATM limit is? Not sure if the machines just don’t have enough cash but a few years ago most of them were able to dispense $400 per transaction.

I checked Walgreens, CVS, and Costco. Most Walgreens and CVS will give me $300 in one shot but if I try to increase it, it’s just not available.

Today I went to Costco and the maximum amount was $200. Is this an issue with my account or is just just how the ATMs are set?

Last month, I made a Deposit to my Ally spending account at my local Walmart by showing them the bar code from the app. The money was in my Ally Spending account within minutes.

Next month, I have to get a money order at Walmart to pay real estate taxes and I'll be using my Ally Debit card to pay for it, however I will need to deposit money to My Spending account and then transfer money from Savings and Money Market accounts before getting the money order.

I shouldn't have any issues with making the deposit and then transferring money from both savings and money Market Accounts to Spending, and then turn around and use my debit card to purchase the money order, should I?

Been with Ally for almost 10 years. Recently, I've noticed that many of my transfer mechanisms are much slower:

• All my Zelle recipients are now 3 day transfers (out of tens of entries, not a single one is an instant transfer anymore). This is even for recipients that I've sent money to previously and have been in my addressbook for months/years.
• My external bank transfers are now only 3 day transfers. The "limits" window shows a message "The accounts you selected only qualify for 3-business day delivery." This is with external bank accounts that have been added in Ally for years and that I've transferred in 1 day previously.

Other than a 1 card skim issue 2 years ago as well as the debit card debacle of 3 years ago that impacted many other Ally customers, I haven't had any other fraud activity that I've experienced that could have resulted in my account getting "flagged."

I called the help desk and they just gave me a boilerplate response unfortunately.

1. Have any of you experienced such a degrade?
2. Were you able to attribute it to something?

Ally is my main bank for daily spending needs, so this is making me rethink my relationship with Ally and have started exploring alternative options.

what “type of customer” do they generally do business with?