Consumer complaint received 2023-12-16
Company: ALLY FINANCIAL INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/2023, Ally Bank was advertising a {$200.00} bonus for opening a new " Ally Bank Spending Account '' by using a promotional code XXXX ( See attached screenshot of the advertisement [ XXXX ] ). 


I used the online form to open a new account. On the form, there was no place to enter a promo code. See attached screenshot of the new account form and note that there is no input field for a promo code. [ XXXX ] ( This screenshot was taken by going to the form again after the fact. The redacted area contains only my personal information. ) I continued with the form, assuming there would be a place to enter the promo code on the next screen. However, there is no next screen ; the account had now been opened. I spent a few minutes in the account interface looking for a place to enter a promo code, and, finding none, started a chat with an Ally Bank customer service associate to ask how to apply the XXXX promo code ( transcript attached [ XXXX  ] ; please note that this transcript contains my personal information ). 


The associate informed me that the code would automatically apply by clicking on the advertisement. I asked them to verify that it had been applied to the account, since I had needed to log in to my Ally account in between. The associate then said that this offer was for new customers only. 


In the terms of the XXXX offer ( see attached [ XXXX ] ), it states that a " New Customer '' is defined as : >New Customer Someone who does not currently have, nor within the last twelve ( XXXX ) months has had, an Ally Bank Spending Account ( s ) [ formerly known as Ally Bank Interest Checking Account ], at any ownership level, whether it be primary owner, XXXX owner, or fiduciary owner. Additionally, customers who received a cash bonus from Ally Bank within the last twelve months for setting up QDD, regardless of account type, are not eligible for this bonus and not considered a New Customer.

I have never had a spending account or checking account with Ally Bank -- only a Savings Account, which is why I needed to log in. 


I pointed this out to the associate, who then informed me that they would escalate the case to " Deposit Operations ''. After getting supervisor approval, they gave me a case reference number and said I could expect to hear about next steps in XXXX business days. 


The conversation described above took place a few minutes after the account had been opened. 


XXXX days later, on XX/XX/2023, I still had not heard back so I started another customer service chat. I gave the case number to the associate, but the associate said they were unable to find that case number and recommended that I call the customer service phone number. 


I called customer service on XX/XX/2023. I do not have a transcript of the call, but they informed that the case was still pending and I would hear back when it an approve/reject decision had been made. 


It has now been more than XXXX  months since the account was opened and I have not heard anything from Ally Bank regarding this matter. 


The promo bonus was one of the main reasons I chose to open a new checking account with Ally Bank. Other banks were also offering promotions at that time, but those offers are now expired. I feel that I have been falsely advertised to.

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 monetary relief