Consumer complaint received 2022-04-21
Company: ALLY FINANCIAL INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I added my husband to my Ally checking which I opened in XXXXaccount around XX/XX/XXXX at which time we completed all required forms online, submitted scanned signature cards, and requested for a debit card for him and new checks with both our names. 

On XXXX my husband started new job, we contacted bank to confirm he was added to account as we had not received confirmation it had been completed so he could set up direct deposit with new employer to Ally. Ally confirmed he was on the account and we received confirmation the following day although we were told maximum time would be 2 days to add him. He also inquired about the status of his debit card and was told it was on order and to expect the card within 10 business days. 

XX/XX/XXXX my husband contacted customer service, advised them we received new checks but card still had not arrived. He was told to give it a few more days as it had not been 10 business days since he spoke with customer service on XXXX when it was ordered, although we had elected this option mid XXXX. 

XX/XX/XXXX my husband called customer service again was told ro give it a the card a couple more days to arrive as postal service was experiencing delays. 

XX/XX/XXXX my husband called customer service advising he still had not received card, they advised it must have been lost in mail and they re-ordered new card and was canceling orginal card and expediting and would be here via XXXX within 4 business days. 

XXXX my husband called customer service advising he had not the received card, was told card was made but not shipped for some reason and another expedited card was being shipped. 

XXXX my husband called customer service was told again card had been made but not shipped and another card would be expedited. 

XX/XX/XXXX my husband went out of town on business for 3 days, gave him my debit card XXXX proceeded to set up XXXX XXXX on my phone with my debit card information in case I needed to access funds while he was away. I was advised by XXXX XXXX that I needed to contact bank as they could not verify my account. Starting at XXXX XXXX I tried calling customer service from my cell number and kept getting routed to Ally Auto financing ( I do not have a loan in my name but my husband does ) and if I tried to get to banking my only option was to open an account. Using the chat function, I contacted customer service where it took approximately 20 minutes to get an agent and get a response and kept getting transferred from one agent to another. It was not till XXXX pm did I get an agent to respond that she couldn't do the verification but would need to call customer service and request to talk to their technical department. I explained the situation with phone, she stayed connected to chat and eventually after calling 8 times, getting 3 different voice prompts when I called, she told me to select open an account and tell the agent the issue. Once I got someone on the phone ( about 10 minutes ), I was transferred to technically support where I waited another XXXX minutes. At this point it was around XXXX pm and was told that " some '' customers were experiencing similar issues when calling customer service and it had been reported but no ETA on the fix. I also also told that Ally had a software upgrade at least a week prior and third party wallets such as XXXX XXXX and XXXX XXXX were not working and there was no ETA on that fix either. I reached back to the agent on chat and advised her what I had been told and she had no idea there were any system issues and thanked me for letting her know. As of XX/XX/XXXX XXXX XXXX is still unable to verify my account. 

XX/XX/XXXX when my husband called customer service and asked for a supervisor as he still had not received a debit card, promised it would be sent, that it was not generating a card, but assures us it would be shipped and offered to send tracking which we never received. 

XX/XX/XXXX My husband contacted customer service, the agent informed him it had shipped but couldn't provide tracking and which time he requested a supervisor again. Supervisor advised that no card had ever been ordered or shipped and he was expediting another card and assured him it would go out and that Ally had experienced a security breach but did not believe this was a result of this breach but due to technical issues with new vendor and the ordering process. My husband advised him he didn't know who to believe and was very angry about all the lies. He asked for his supervisor and was told he would put in the request to have them contact him in the next XXXX business days. At this time he put me on the phone with the agent and I advised I would notifying proper authorities as well as the local XXXX XXXX to investigate what was going on. 

Again, we've been told another card has been ordered and the fastest they can expedite is XXXX business days. 

When I opened my account in XXXX, XXXX I had to call and request a card 2 times before I got one as well and given similar run around.

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