Consumer complaint received 2023-03-16
Company: ALLY FINANCIAL INC.
State: GA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Ally bank {$500.00} promotion is not fulfilled by the bank. 

This is chat with Ally bank rep, XX/XX/XXXX : Info : You are now connected to XXXX. 
XXXX, XX/XX/XXXX XXXX : Hello, this is XXXX from North Carolina with Ally Customer Care. Thank you for chatting with me today. How can I help you? 
XXXX, XX/XX/XXXX You : My q. is about the bonus I supposed to get in XX/XX/XXXX. 
XXXX, XX/XX/XXXX XXXX : I am bringing up your information now to get this looked into. 
XXXX, XX/XX/XXXX You : Thanks XXXX, XX/XX/XXXX XXXX : This is referring to the XXXX you put in account XXXX on XX/XX/XXXX correct? 
XXXX, XX/XX/XXXX You : Yes, XXXX XXXX, XX/XX/XXXX XXXX : Did you receive the enrollment e-mail and submit it online? 
XXXX, XX/XX/XXXX You : Let me check my email for that XXXX, XX/XX/XXXX XXXX : Absolutely take your time. 
XXXX, XX/XX/XXXX XXXX : " You're one step closer to getting your cash bonus ''. Is this what you are asking? 
XXXX, XX/XX/XXXX XXXX : Correct where it tells you that you have enrolled now you need to fund the account. 
XXXX, XX/XX/XXXX XXXX : There should be another e-mail letting you know you enrolled. 
XXXX, XX/XX/XXXX XXXX : " Good news : You're enrolled in the cash bonus ''. XX/XX/XXXX XXXX, XX/XX/XXXX XXXX : Great I see the XXXX you added before XX/XX/XXXX and you kept it in there till XX/XX/XXXX. I am going to make a case to get this sent to bank operations. 
XXXX, XX/XX/XXXX XXXX : You did use the e-mail on file correct XXXX? 
XXXX, XX/XX/XXXX You : Yes, XXXX XXXX, XX/XX/XXXX XXXX : The XXXX you funded it with did you transfer that from an external bank or from another Ally account? 
XXXX, XX/XX/XXXX You : From external bank XXXX, XX/XX/XXXX XXXX : Thank you for this information I am making a specialty case now. Could you please verify the best way to reach you by phone and mailing address just in case we reach out to you? 
XXXX, XX/XX/XXXX You : XXXX XXXX, XX/XX/XXXX You : Mailing address should be on file. 
XXXX, XX/XX/XXXX XXXX : this should only take me a few minutes to get this submitted and then I will have a case number for you. 
You : Thanks XXXX, XX/XX/XXXX XXXX : XXXX is the case number. 
XXXX, XX/XX/XXXX XXXX : This can take 7-10 business days to research and you will be reached out to with further information. 
XXXX, XX/XX/XXXX You : Can you send me an email with this info, please? 
XXXX, XX/XX/XXXX XXXX : I apologize I am not able to e-mail you directly but this has been added to your profile so even if you lose the number someone could bring up the information from the file. 
XXXX, XX/XX/XXXX You : Okay, thanks very much. Good night. 

As you can see I have case number from XX/XX/XXXX, XXXX is the case number. 
Nobody ever contacted me from Ally bank. 

I've called Ally bank many times to complain. 
At one call ( XX/XX/XXXX ) rep elevated my case ( whatever this means ) and I have another case number : XXXX  XXXX. 
Again, nobody ever contacted me. 

So, please help me to get my {$500.00} bonus. 

Thanks.

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