Consumer complaint received 2023-09-16
Company: ALLY FINANCIAL INC.
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened a new Ally Invest account, with a {$100.00} bonus offered if I met the requirements. Those were to set up a recurring deposit of {$100.00} for three months. I ended up doing the deposit for four+ months. I contacted them about the bonus and was told I met the requirements. I was then denied it later without a reason why. I asked why I wasn't getting the promotional credit, and they ignored me. Below is the exact correspondence __________________ -- -- -- -- -- -- -- - Previous Message -- -- -- -- -- -- -- - From : [ XXXX ] To : XXXX Date : XX/XX/2023 XXXXXXXX XXXX Hi, When will my {$100.00} new account bonus be deposited? Thanks, XXXX XXXX Sent from my XXXX 
Hi, When will my {$100.00} new account bonus be deposited? 

Thanks, XXXX XXXX Sent from my XXXX -- -- - On Fri, XX/XX/2023 at XXXX XXXX Ally Invest XXXX wrote : Dear XXXX, Thank you for contacting Ally Invest. 

We appreciate your message and our apologies for any inconvenience that may have been created by the delay in the promotional payout. I was able to review the account and it appears that you have met all the criteria for payout of the bonus. I have asked our marketing team to review your account and if everything has been met, to process the bonus payment as soon as possible. We ask for your patience during this period as our marketing team does not process the reviews on a one-by-one basis but in batches. I have seen where the reviews can take multiple weeks before the payment is processed. If you need to reference my request to have the account paid the promotional bonus, please use case [ XXXX ] in any future messages. Please let us know if you have any questions in the interim. I hope that you have a great rest of your day. 
? 
Please feel free to contact us at any time with any questions or comments you might have regarding your account or our website. We can be reached via this email address, through the Live Chat links on our website, or by phone at XXXX. We are here for you 24/7. 

Sincerely, XXXX XXXX Services Ally Invest XXXX XXXX XXXX, XXXX, NC XXXX ( XXXX ) XXXX The content of all messages is subject to access, review, archival and disclosure by Ally Invest system and compliance administrators. System response and account access times may vary due to a variety of factors, including trading volumes, market conditions, system performance, and other issues. Ally Invest Securities LLC and its associates do not accept instructions to affect securities transactions or funds transfers via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA / XXXX. For background on Ally Invest Securities go to FINRAs BrokerCheck. Advisory  services offered through Ally Invest Advisors Inc., a registered investment adviser. View disclosures. Ally Invest Advisors and Ally Invest Securities are wholly owned subsidiaries of Ally Financial Inc. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information, please contact us at XXXX. 

Ally Invest Group Inc. | XXXX XXXX XXXX, XXXX, NC XXXX Ally Financial Inc. 2023. All rights reserved. 

Ally Email Identifier : ref : XXXX : ref __________________ XXXX [ XXXX ] RE : New account bonus - Case Number : [ XXXX ] Ally Invest XXXX Sat, XX/XX/2023 at XXXX XXXX To : [ XXXX  ] Dear XXXX XXXX Thank you for contacting Ally Invest. 

I am sorry for the time this is taking. I can verify that the case has been forwarded to the correct department, however it is still under review. Once it is processed, you should receive an email with the results of the case. If the bonus is paid to the account, you will see it reflected on your Activity page within your account. 

Please feel free to contact us at any time with any questions or comments you might have regarding your account or our website. We can be reached via this email address, through the Live Chat links on our website, or by phone at XXXX. We are here for you 24/7. 

Sincerely, XXXX Client Services Ally XXXX XXXX XXXX XXXX, XXXX, NC XXXX ( XXXX ) XXXX The content of all messages is subject to access, review, archival and disclosure by Ally Invest system and compliance administrators. System response and account access times may vary due to a variety of factors, including trading volumes, market conditions, system performance, and other issues. Ally Invest Securities LLC and its associates do not accept instructions to affect securities transactions or funds transfers via email. Securities products and services offered through Ally Invest Securities LLC, member FINRA / XXXX. For background on Ally Invest Securities go to FINRAs BrokerCheck. Advisory services offered through Ally Invest Advisors Inc., a registered investment adviser. View disclosures. Ally Invest Advisors and Ally Invest Securities are wholly owned subsidiaries of Ally Financial Inc. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE. If you have questions about this information, please contact us at XXXX. 

Ally Invest Group Inc. | XXXX XXXX XXXX, XXXX, NC XXXX Ally Financial Inc. 2023. All rights reserved. 

Ally Email Identifier : ref : XXXX : ref -- -- -- -- -- -- -- - -- -- -- -- -- -- -- - Previous Message -- -- -- -- -- -- -- - From : [ XXXX ] To : XXXX Date : XX/XX/2023 XXXX XXXX Hi, I still have not received my account bonus. Thanks, XXXX [ REDACTED ] On Fri, XX/XX/2023 at XXXX :? XXXX XXXX  Ally Invest <support @? invest.? ally.? XXXX wrote : Dear XXXX, Thank you for contacting Ally Invest. We appreciate your message and our apologies Hi, I still have not received my account bonus. 
Thanks, XXXX [ XXXX ]

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation