Ally Bank Problems

I have talked about Ally Bank quite a lot recently, from my decision to open an account with the bank, to troubles when trying to get a second account, to eventually leaving the bank after only two weeks. It wasn’t a very good experience for me, even though initially I thought I could use Ally Bank for some time because the bank’s predecessor, GMAC Bank, has a track record of keeping its rates relatively stable.

Apparently, my posts on problems with Ally Bank have gotten the attention of the bank and yesterday I was contacted by Laura Johnston, the executive of Social Marketing at GMAC Financial Service. She offered to have a Customer Service manager contact me to address my concerns. Since right now I don’t have much problem with the bank (the transfers were stopped and I moved my money out of the bank already) that needs to be addressed immediately, I decided to give her a full recount of my experience with Ally Bank, especially the part when I opened the second account. To be fair, I have never opened more than one account with any other online banks, so I don’t know whether what happened with Ally Bank could happen with other banks or not, which means the problems I had may not be unique to Ally Bank. Nonetheless, I wanted to tell the bank my story and, hopefully, my experience can help the bank improve.

In my response, I listed a few issues with Ally Bank that contribute to my decision to leave:

  1. During the processing of opening my second CD account last week, I was shown the same account application page when I got my first account after clicking the “open accounts” button from my account. It seems that I will have to start the process all over again because it says I will need my driver’s license number and SSN. Only until I clicked the “start application” and made a selection on “How Many Account Owners?”, I saw the option to open an account as an existing customer. It will be much easier if the choice to open an account either as a current customer (I am still logging in my account, so I must be a current customer) or a new customer at the is given at very beginning, instead of having to click a few button to see the selection.
  2. After selecting “Joint Account”, I also chose “Current Customer with user name and password. I can access my Ally Bank account”, because that’s what’s applicable to me, and the type of account type I want to open and opening deposit. Then I was asked to log in. This is where the problem started. Once I had that log in screen, I logged in with my own ID and password without thinking too much because I am a “Current with user name and password. I can access my Ally Bank account.” However, after I logged in, I was shown an account page where my name appeared as both the primary and secondary account owner, which wasn’t what I wanted to have in a joint account. So I called customer service and was told that to have both my wife and me appeared on the account, I had to log out, start again, and log in with my wife’s ID and password (my savings account and first CD account are joint account with my wife). I did what I was told to do and remember, the previous application never finished. The second time I had both my wife’s name and my name on the account, which is correct. The question is what if I want this to be a joint account with somebody else other than my wife? It looks like I wasn’t given the chance to enter the other person’s information.
  3. When I got to the fund the account page, I saw two CD accounts with two different account numbers and both ask for $56,000 initial deposit. Apparently, the first attempt somehow went through, even though the process was never completed. Since I only wanted one account, not two, I selected to fund only one of them. I was subsequently given an error message, saying something like I have to fund both accounts in order to proceed (I don’t remember exactly what the error message is, but I can’t continue if I don’t fund two accounts). Without any other choice, I selected to fund both accounts with $56K and finally got the congratulation page, saying my accounts were successfully opened (something like that).
  4. The next thing I did was listing accounts I own. In addition to the savings account I opened early, I also saw three CD accounts and the last two required a total of $112K deposit. Realizing this could be a big problem, I tried to edit one of the transfers, but I couldn’t despite that Ally Bank has the option to edit or cancel a transfer. I asked the CSR and later a manager why I can’t change the transfer that I made only minutes ago, I was told once a transfer is submitted, I am not allowed to edit or cancel it. If that’s the case, then what’s that “Edit” function for if there’s no way I can use it? I have transferred funds between banks very frequently and many banks, like HSBC Direct, IGoBanking, and Dollar Savings Direct, let me make changes after submitting a transfer request minutes or even hours later. But not with Ally Bank.
  5. The only choice for me to stop the transfer and avoid overdrafting my checking account , as I was told, was to call Bank of America to put a stop order. I did and fortunately, the transfers were stopped so I don’t have to pay a load of overdraft fees for transfers that are scheduled to occur later.

My overall experience with Ally Bank is that it doesn’t make things easier for its customers. Rather I think some information is  quite confusing. I like to use banks that are easy to deal with. Since there are many banks out there, I feel that I don’t have to stick to a bank that has caused me so much trouble so far, even though maybe nothing is the bank’s fault. I like simple.

Finally, I told Laura that I was initially attracted to Ally Bank because it had better rates. Now, after less than two months, that’s no longer the case. What bothers me even more is that Ally Bank adjusts its rate every week. I am not aware any other bank does this on the savings/CD/money market accounts. When I open a savings account, I want a good rate and I want it to be relatively stable. Unfortunately, I have neither from Ally Bank now.

Do you have any problem with Ally Bank?

Update: Despite the initial issues, I am still using Ally Bank now as the bank’s savings account interest rate is among the highest I can find.

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24 Responses to “Ally Bank Problems”

  1. Todd Gundlach |  Jul 14, 2009 at 5:54 am

    It is true that the customer service at ally bank is downright rude and jam packed with condesending illiterates. The rebranding was a complete mess. The could not accommodate logins greater than 20 characters even though GMAC had no problems with that. It took over a month for me to even access my account on ally’s website. This month I was notified by a debit on my account statement that I was being subjected to Backup Withholding Adjustments. Apparently I never signed new signature cards for ally bank, even though they were filed with GMAC. I was never notified of this requirement or the potential withholding. The CSR said that they sent the information in the welcome kit that I never received. What is interesting is that on line they do not show the debit, just in the written statement.

    The CSR Manager when asked why this was the case, explained indeed it was shown, for if I added the interest to the previous balance I would note a discrepancy in the new balance and that discrepancy is the amount of the withholding. Outrageous.

    I pulled my money – well asked that that be done – whether or not I ever get my check is yet to be seen. I was informed that I will get the 5 days interest from 7/5 – 7/13 – thats another one yet to be seen.

    They also violated the law which says that a payee must be notified of the backup withholding; they never did. What irks me most that they have no interest in any customer service. I know that my measly $60k isn’t much to them, but they proved it by, in a sense saying that my account was not important to them, my business was not important, a good company would have contacted me by mail or email saying that my business is important and that if I didn’t send the signature cards I would be assessed with the withholding. But of course that never happened.

    I have spent more time with these clowns over the phone than any other financial institution and it has never, ever been a pleasent experience. Now it is my one-man-crusade to tell everyone I can. I hope that others experiencing the same withholding due to ally’s ineptness will contact me at todd.gundlach@gmail.com – I plan to contact the IRS and the Massachusetts Attorney General on the withholding to see what happens. It is also worth the $20 to file a small claim, and who knows maybe it will snowball.

    STAY AWAY FROM ALLY BANK, THEY ARE NO ALLY OF YOURS.

    • John |  Nov 08, 2010 at 4:25 pm

      I have had an awful experience as well with the auto loan department. I am trying to get caught up, and I am trying to find someone that will work with me to do that… I was unable to send a Money Gram on Friday, so I called the account rep to explain the problem. She said she would not deal with my account anymore since I didn’t do what I promised. she continued to speak over me & would not allow me to explain my situation & the SHE HUNG UP ON ME. I didn’t raise my voice one time, I did not use bad language, and this is how a bank treats a citizen of a government that bailed out GMAC? I had never been treated so poorly in my life! In addition, they hit me with $1,400.00 of lates fees!

      • John |  Nov 08, 2010 at 4:28 pm

        The person I spoke with was Therese at extension 1440 and before being transferred to her the other guy WAS EVEN WORSE! His name was Jeremiah

  2. Josephine |  Jul 14, 2009 at 12:46 pm

    I have opened web accounts at 8 banks over the past 4 years and Ally is, by far, the most user friendly I have ever used. This includes initial opening for multiple accounts (which most do not offer), adding on additional CDs (also difficult at some banks) and movement of money within (account to account) and to/from Ally.

    I also experienced the same screen you mention (when logged in) when I went to open a new CD. While initially confusing, I just went right past it. Ally should correct that for logged in clients so they do not see the screen.

    One problem you mentioned previously was adding to a CD that you already opened. You cannot do that at any bank for a traditional CD once it is open and intially funded.

    I am not sure if your issues are “user error” or Ally system caused issues. Other than the one screen, I have had zero problems with Ally.

    Unfortunately for most bank depositors, rates are moving down and Ally is still competitive. I still have online savings at other banks at or just above Ally’s current rate of 1.95%.

  3. Sun |  Jul 14, 2009 at 6:46 pm

    Todd: Your experience seems to be worse than mine. Actually, it was quite OK when I opened my first account. No issue at all. It’s only the second time that gave me a bad taste.

    Josephine: As I said above, maybe nothing is really Ally Bank’s fault, except this one: I didn’t complete the process of opening the CD account in my first attempt, but the account was opened anyway. But I feel that the bank can sure make things a little clearer so there will be no confusions leading to potential human errors.

    In my first post, I indeed said that it’s convenient that Ally Bank allows customers to open multiple accounts at the same time rather than doing so one by one. As for adding additional fund to existing CD account, I was surprised initially that the bank doesn’t allow me to do so (believe it or not, this is the first time I have a CD account), but then I later realized that adding more money to a existing CD account doesn’t really make sense before the term difference and, maybe, rate changes. So I didn’t list that as an issue.

    Every bank has its own ways of doing business. For the nearly a dozen bank accounts I own, some are extremely easy to deal with. Unfortunately, Ally Bank doesn’t belong to that category from my experience (the fact that it doesn’t allow me to change a pending transfer separates it from other banks).

  4. Jm |  Jul 15, 2009 at 11:29 am

    Sun, I will have to side with Josephine on the “user error” statement- sorry. And one can never add to a CD unless its a special CD with add-on features.

    General advice from personal experience…if you hit issues with an online application,STOP,and EXIT gracefully the current session. LOGOUT and then LOGIN and VERIFY.
    If you see our wrong application online call CSR and get a live agent.Do not “click twice’. Meaning – do not re-do the application ‘hoping’ that someone (without calling CSR) will see the 2nd one and will cancel the first one.

  5. Sun |  Jul 15, 2009 at 3:03 pm

    Jm: The CD account is not a problem. However, I do think it’s the bank’s error to let the first account be opened even though the process was never completed. How it did it, I don’t know, but I was on the phone with the CSR who told me I needed to log out first and log back in to start the process again. Could this be the problem? That’s entirely possible, right?

  6. mkchiu |  Jul 15, 2009 at 10:03 pm

    I just called Ally to ask about the signature card. The existing GMAC signature card should be left in the new Ally database. As long as no one removes the database entry, the backup withholdings, etc should not occur. Also, apprarently a signature card is expected by GMAC / Ally within 60 days of “account opening” before withholding starts. Although, account opening may mean something other than expected with the conversion to Ally.

    Also it’s hard to tell from bankrate whether Ally is now 1.95 or 1.70% yield. Dollar Savings Direct is 1.70% though.

  7. Sun |  Jul 15, 2009 at 10:13 pm

    mkchiu: You just reminded me about the signature card. I received it in the mail, but haven’t sent it back it. I don’t want backup withholding.

  8. mapgirl |  Jul 23, 2009 at 9:28 am

    Hi Sun,

    You just gave them about $50K’s worth of User Interface Design analysis for free you know. And they’re not going to bump up your CD’s rate to compensate you for the professional GUI analysis you did for them.

  9. Todd Gundlach |  Jul 27, 2009 at 9:24 pm

    Ok I’m all the way to the top of the Executive Resolution Team and they are just as bad as the CSRs – The term they use for the poor woman on the other end of the phone is the “voice of the customer” 215-734-6649.

    So I get my check and deposit it into my local bank for safe keeping. The day later they mail me a letter that I receive 4 days after that – they put a hard hold on the check even though it is an ‘official check’. I am furious at the CSR mgr on the phone last night, happens to be the same poor sap that I berated on the 13th. He finally capitulates with the above number and information.

    I call the number this morning, message says the lady will be back on Monday (duh it is Monday – change your message – but her message leaves the number of her supervisor – 215-734-6287 – this is the Executive Resolution Team Supervisor). I want to talk to them because the CSR mgr says that all I have to do is talk to my bank to release the funds overnight – there is nothing Ally can do.

    I sit with the poor Asst. Branch Mgr. this afternoon for 2 hours and 10 minutes as she tries and tries to get the check verified, none of the phone numbers above come up on their “411″ system as official bank numbers, therefore anyone they talk to cannot be verified as actual bank people (I am not kidding you). I enable a quasi-conference call between the local bank and Ally’s Executive Resolution Team Supervisor, and still the local bank cannot verify the anything to do with Ally, the numbers on the bottom of the check are not typical. The poor Asst. Branch Mgr. eventually gets to other branch managers in other towns as the locals are all on vacation, she breaks through to the hard hold department (she won’t give me that number)whom informs her (and I am not kidding here and the quotes are genuine), “Ally Bank is no ally of Citizens and we have problems verifying Ally Bank funds”. I am livid. My money will now be out of Citizens within a week and back to a good old credit union – check out harborone.com – their i-savings is getting 1.70 with zero hassles.

  10. Bob |  Sep 06, 2009 at 11:01 am

    Very unsatisfied with Ally. I scheduled ACH transfer and it initiated. Next day it returned to original Ally account as a deposit, Ally could not explain why. Ally agreed to Bank Wire the amount to destination account but required a form. They emailed form I completed form and my local institution faxed it to them including extra forms to help Ally to complete transfer. The Bank Wire failed to complete. This all occurred on a Friday before Labor Day weekend. I had this and other transactions scheduled for this day as a way to pool funds into a CD before the Holiday, four banking institutions were involved only Ally failed me and twice. Ally can’t explain what happened with the ACH transfer but with the Bank Wire the excuse was employee training. Ally has caused loss of interest income and much aggravation. I will be moving away from Ally and recommend all to avoid this institution.

  11. PAUL PILGRIM |  Sep 08, 2009 at 11:35 am

    I was considering opening an accout with ALLY BANK but after reading about what takes place I have had second thoughts.

  12. Judy |  Sep 17, 2009 at 10:03 pm

    I have never felt so irritated at any bank! I opened up an account, per my client’s request, with Ally. It took 3-4 days for approvals just to open the accounts. My client (a LARGE bank in the US) deposited money into the accounts. It took almost 1 week for verification (this is a LARGE bank transfering money into Ally)…go figure…ONE WEEK to verify this. NOW they will not let me access the money…and it’s been TWO WEEKS since it was verified by Ally. I have called and called and “chatted” and called and I get NO ANSWERS as to why this is going on! I can not get my money and NO ONE WILL GIVE ME AN ANSWER and NO ONE CALLS ME LIKE THEY TELL ME THEY WILL. This has been the WORST experience I have ever had with any company or bank.

  13. Julie |  Sep 20, 2009 at 7:57 am

    I have been a customer of GMAC/Ally for 2 years and have had no issues. I used to bank with ING and have slowly transfered almost all my money from ING to Ally since ING’s rates keep going down. I think Ally is just a better bank and I really like their No Penalty CD product in particular since it is a good place to park money until we figure out where interest rates are headed.

    • Sun |  Sep 20, 2009 at 10:40 pm

      No doubt the No Penalty CD is a good product with attractive rate (if you lock in the good rate). However, I was more frustrated by the frequency of Ally Bank’s rate change than by the issues I described here. Seriously, what’s the point of a savings account adjusting rate every week?

      Rates will keep going lower, even though the Fed will keep the benchmark rate at the current level for a while. Some banks are rather quick to move rates up when the overall environment moves to the direction of raising rates.

  14. Erix |  Nov 10, 2009 at 8:09 pm

    I recently had an interesting experience. I’m to the point where the CSRs berate me and try to convince me that I did something I did not (it’s scary cause they don’t realize how dumb they sound, I hope the phone calls are all monitored and recorded).

    I sent Ally an initial $50k check from Bank of America to open an account. They sent the check back and charged me $7.50 for [first reason given by CSR #1] – insufficient funds (i.e. bounced check), [second reason] – illegible check, [third and official reason] I closed my account.

    I kindly told CSR #1 I have VODs (verification of deposits) that I can hand them to show I’ve had more than adequate funding in my account the entire time.

    I kindly asked CSR #2 what an illegible check looks like (she told me I they could not read my account numbers). Startled, I replied, my account number is printed on my checks by my bank, but I find it funny they’d take hand painted ones. She then told me she really doesn’t have access to that information (so lying is the next best thing?).

    I kindly told CSR #3 that my account could not be closed because it’s not a verified external account attached to my Ally account. In which he said, did you just open the account recently? In which I responded, even if I did, it’s been open long enough for checks to have been printed and mailed to me.
    Basically, I have an open and shut case with solid evidence that somewhere along the lines, Ally’s people or one of its systems screwed up.

    I asked CSR #4 to whom can I fax or email this information, they told me “no one”.

    Awesome! Lesson here, if Ally screws up, IT’S YOUR FAULT! Any Ally CSR, Rep or Manager want to email me with a phone number to call them, please feel free. The Better Business Bureau will be in contact with you shortly anyway.

    BTW, I called BofA and asked if they had any information. They told me they never even got record of a request to withdraw funds from Ally.

  15. B. Magallon |  May 21, 2010 at 12:13 pm

    This May, I recently have been hit with one of Ally’s computer gliches. I had opened an initial account about one month ago and because it was going well, I decided to open another account with them.
    Then the huge problem arose!
    Ally bank has a feature that if you verify an account with the same test deposit numbers than it automatically initiates a transfer from an external bank into your other account.
    For example,
    1. Account # 1- You open your account with $1000.00 and you have verified your test deposits.
    2. Account # 2- You decide to open another account and use the same test deposits but this time only want to open your new account with $100.00,
    Then
    3. A transfer of 1000.00 will initiate to account # 1.
    Leaving you with no solution and alot of overdraft fees from the external bank account.

    Ally bank made it clear that they don’t have a gliche in their system, and I informed them that if I wanted to transfer $1000.00 from my external account into my Ally bank account then I would have specifically did just that. But this was not the case. Instead you use the same test deposits of $0.45 and $0.22 and this is what happens.

    Has anyone else incurred this type of problem because I do not believe that I am the only one.
    For professional purposes, Ally bank should have at least tried to care about this gliche or the customer but that was surely not the case. They were dumbfounded!
    What else can I say, I’ve been duped by this bank, hmmm no surprise there I guess.

  16. Paul S |  May 24, 2010 at 8:00 am

    Folks I would not open an account with these theives under any circumstance. I made that mistake and still paying for it. Seems they could not automatic deposit my first paycheck in to the account. so I overnitghed at cost of $52 the check. Seems there was no one there on Saturday to accept the check so It was not delivered unitl Monday morning. Tuesday my Account showed the check deposited and my available balance was what I was expecting to be, so I started paying my bills. Next morning I now see a negative current balance and multiple 9.00 fees. Called the bank and they informed the check had a 10 day hold on it. So here I sit being payed but not able to access the funds. Next up they start sending out bill pays for bills I expected to have money for. They sent one out the 21st of the month and it has yet to arrives and tomorrow it will be late. Look at my account today and they sent another one to the same place that was not authorized. I have closed the savings account and just waiting for the hold to finally clear and I am gone from this bank. I would not trust ally to take out my trash let alone handle my money.

  17. pamey |  May 31, 2010 at 2:52 pm

    I hope Ally Bank can be stopped. I recently opened a CD for $25,000 with a mailed check. Everything was fine. Then I opened up another CD for $25,000 and the customer Service Rep convinced me it would be easier to link my checking account up and transfer it that way. Trusting them completely, I did that. Ally Bank transferred the $25,000 TWICE!! There is $50,000 gone from my checking account without my approval. When I notified them of their mistake, they said “oops, our mistake. We will transfer the $25,000 back within 48 hours.” 48 hours later, no money. Called Ally CSR again and they informed me it would take 4-5 more business days. This is criminal. I am afraid they will never transfer it back. And I will pull my money out as soon as I can. I recommend that no one EVER do business with this bank.

  18. jim |  Jun 24, 2010 at 8:14 pm

    I opened 2 checking accounts with Ally bank about 45 days ago. At tat time I made a SIMPLE request. I wanted (2) Debit Cards 1 for each account they said it would take up to 10 business days. I also specifically told them NOT to send me a paper checkbook.

    Well 3 weeks later and I didnt get any debit cards, but I got other correspondence from Ally during that time so it’s obv. the mail is working properly.

    I call back about not receiving the cards and the customer service rep FLAT OUT LIES and says that they show the (2) debit cards were sent out. I KNOW 100% THAT WAS NOT TRUE (I will explain why later)

    I am cordial anyway to the rep. and he says they will send out another 2 debit cards. I made double sure to explain (1) card per each account.

    Now 5 days later I receive (1) debit card and 3 days after that I receive the pin #. It was about 10 days and I wondered where the 2nd debit card was. Judging by my previous experience with Ally a few weeks earlier, I was pretty sure they never sent out the 2nd one.

    I proceed to call customer service back again and explain to them that I only got 1 card and not 2. The customer service rep. checks and says they only sent me out 1 card but its “hooked up” to both accounts. This is CLEARLY NOT what I requested so I calmly explained that I wanted another debit card to be hooked up with the 2nd account and they said it will be yet ANOTHER 5-10 days. This is the third time already.

    So now today what do I receive in my mailbox? (2) sets of checkbooks from Ally bank dated the day after the last time I called. I never requested checks, in fact I mentioned clearly a few times do not send me paper checks. So what the idiot customer service rep did was send be sets of checkbooks instead of the debit card I wanted.

    So I call back again today, (4th time Ive had to call these morons) over at Ally and ask why did I get 2 checkbooks that I never ordered, and specifically told them numerous times to NOT send me checks. Why did I receive checkbooks instead of a debit card? I was sure at this point they never sent out the 2nd card not they sent checkbooks instead.

    This customer service rep this time JUST FLAT OUT TELLS ABOUT 10 FULL FLEDGED LIES. Starting with – “there was no money in the account so that’s why the card never got sent” uh excuse me I said but there was money in both accounts when originally requested. I only took out the money because Ally kept screwing up my simple request for (2) debit cards – 1 for each account.

    After knowing that she got caught in a lie the cust. service rep. said “Oh, the second time I ordered cards there was no money in the account” TRUE but I only took the money out of both accounts because they screwed up. But why would they send me 1 debit card anyway if they had that policy in effect. Which means that it doesnt matter if money was in the account or not, she was just trying to cover up for the fact that they never sent out 2.

    I then went on to request another debit card for my 2nd account which does have a zero balance. (I took all the money out because they kept messing up)and she said they wont send me a card when the account balance is ZERO. ANOTHER LIE!!!! Then how did I get the 1st card idiot?

    She just kept making tings up off the top of her head and every LIE/Point she tried to make was quickly disputed. Every point I made was valid and Im very sure they keep a record so she had no ground to dispute anything I said so she juat had to resort to making up lies.

    In hindsight, after I talked to the last rep. I realized the other reps I had talked to in the past were making up facts, because they all said different things.

    Summary – 1 month wait to get my 1st debit card from Ally. Its been 45 days from my 1st request and I havent received my 2nd debit card.

    Ally bank reps. LIE LIE LIE

    ABSOLUTELY THE WORST CUSTOMER SERVICE I HAVE RECEIVED FROM ANYONE IN ANY INDUSTRY EVER!!!!
    Reply

  19. Ally are ENEMY |  Dec 26, 2010 at 5:28 pm

    My question would be “Do I feel Ally is a moral and ethical bank who are good for the USA?” My answer would be “Absolutely not!”

    The US Government gave 14 Trillion dollars to GMAC Mortgage in bailout money when the Fed declared them a bank to qualify them, even though they were not a bank. GMAC Mortgage never repaid those bailout loans and are now 56% owned by the US Treasury.

    After the Government bailed them out, GMAC Mortgage foreclosed on more homes than any other mortgage company, resulting in plenty of wrongful foreclosure lawsuits against them. No one bailed out the US Citizens, and Ally Financial proved to be an “Ally” to no one when they robbed the nation from the top and bottom.

    During the Mortgage Crisis which they were partially responsible for, GMAC Mortgage were unable to properly answer their phones and rushed to hire a completely untrained staff who remain poorly trained to this day. Customers waited months for customer service. Most either got none, or got service so poor that it may have been illegal.

    Suddenly they have decided to rename themselves and to take advantage of their “bank” status with online bank accounts.

    Your money will be FDIC insured, but will your conscience allow you to lend your money to the people who are more responsible for the collapse of our economy than anyone else?

    • Marc |  Mar 23, 2011 at 2:28 pm

      After reading all these comments, i think i making a good decision by not going with Ally. I am looking to go on the road for a while and wanted a bank i can trust to spend my money when an how i want with little to no problems. Just need a checking account or 2 with debit cards. Was looking at Bank o America because they cover most areas/states. Seems to be good enough. Problems on the road would make it worse in my mind. Any other suggestions?,,,mostly spending – withdraws and debits…

  20. Nik |  Nov 12, 2012 at 12:22 pm

    Ally still makes excuses why they don’t have features they promised – just teasers, while not delivering anything. On top of that I just had an experience where their loss prevention/ fraud department gave me a major attitude with the “I don’t care” attitude about them taking my money hostage. They froze my account without any warning. I lost access to my bank account, bills weren’t getting paid, couldn’t access to set up bills, couldn’t get cash out from ATM, etc. all b/c I had called in the general customer service dept raising my concerns about the billpay not working correctly (payee information was being altered without me doing it – such as payee address and acct number – which resulted in some of my bills not getting paid. Was able to find multiple case of similar glitches once I started investigating). The general customer service dept’s hands were tied as they also didn’t know what was going on and couldn’t get access to my account. Turns out that the fraud department started looking into the issues I reported, froze my account without notice, and left for the weekend as their FRAUD department only works 8am~5pm ET. I was left without access to my account all weekend without notice. Again, no bill pay, no access, no ATM use. When I finally got a human being from the fraud department on the phone on Monday, the gal who was handling the case took a tone with me (defensive). So I asked to speak with the supervisor – who all he did was try to get rid of me and totally had the “I don’t really care” attitude while giving me excuses. No sincerity for what they put me through what so ever. The general service department was clearly trained much better to be professional and be polite and apologetic when they couldn’t help. However the fraud department was unprofessional, insincere, and just a 8-to5′er who didn’t care.
    I am leaving Ally not only because they promised features they can’t deliver but because of the billpay issues I’ve experienced, along with the most terrible customer service I received from the fraud department. They took my account hostage without notice and they didn’t even apologize, just saying “that’s our process” – what a cop out to blame the “process”. I’ve spoken to other friends who recently also joined Ally. They told me their nightmare stories and we’re all leaving. I can’t stay with a bank I cannot trust. No way I can trust my money with this bank – I’m just so shocked they get away with this. They spend all their money on advertising and promising features they don’t have. Now I learned that their “process” is messed up and they don’t have respect for their customer and their money. I am baffled they can get away with this.