I've been with Ally for about 3 years, and it has been one of the best banking experiences. Good interest rates, and if I want to add an additional account (such as a new savings account) it is simple to do. Customer service is great and has helped me numerous times when I forgot my password (non-standard password requirements, like you cannot use special characters, which is a bit odd), and often within a few minutes. I recommend ally to all my friends, and everyone who has switched enjoys using Ally.
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I recently updated my permanent address and apparently got locked - They NEVER called nor emailed that my account was locked until I tried to access my account online and realize there was a problem. Promptly, I called and was asked to send some documents in as proof of identity. After a couple of days, nothing had been resolved. Customer service wasn't able to help so they 'tried' to connect me with the Loss Prevent Department's employee that was taking care of my case. However, she's never free to take my calls nor ever called back. Customer service promised me twice they would definitely follow-up with her to give me a call back but nothing...
What gets me is the lack of communication. It's absolutely horrendous especially when first of all, they don't let me know when my online access was locked in the beginning - mind you, there's no alt. to your account and money access. Second, that employee taking care of my case - I have no idea what her problem is but if my documents are not sufficient, there should be some kind of reach out to me right? Ok, no, so I took the intiative to contact her, but she's always not able to speak with me - on with another customer, ok fine and then next day, she's at lunch, ok fine too. But why don't she call me back? I just don't get it. If there's something preventing her from resolving my case, shouldn't she be speaking with me and getting whatever else she needs?
Third time I'm calling after submitting my docs, and I'm transferred to her supervisor's voicemail. Let's see how that goes since it's the weekend and I have to wait...I've never had so much trouble and it's so frustrating getting the run around. They can't even stop my auto transfer of money from my external account while this is happening so they are just going to keep pulling my money while I have no bank access whatsoever to my Ally account.
Absolutely horrible experience with this bank...