Consumer complaint received 2024-02-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: ALLY FINANCIAL INC.
State: TX

Complaint narrative:
Case Numbers : XXXX, XXXX. 

On XX/XX/XXXX I created a spending account with Ally bank. At the time, they were advertising a promotional offer for {$200.00} as long as a qualifying direct deposit was made within the first 90 days of having the account open. On XX/XX/XXXX I made a direct deposit of {$1900.00} through my employer. Upon checking from the web most people received their direct deposit XXXX weeks after making it. A friend of mine that also created an Ally account to receive the same bonus, received his exactly 10 days after making the deposit. Thus, after XXXX I knew something was wrong when I did not receive mine yet. During this time, I called in several times to confirm that my deposit qualified which I was told it did and that everything was fine, I just had to wait for payout. Around XXXX, I called back in to speak to a rep to tell them that this wasn't normal and asked what I needed to do to ensure my bonus, I was told to wait it out and that everything was fine, but if I did not receive the bonus within 30 days of making it to call back and a ticket can be created. I never received my bonus and called back on XX/XX/XXXX to explain the problem to a different representative and once again they told me that it qualified and everything was fine and they wished they could pay the bonus out to me directly, but unfortunately lack the power and have to create the ticket. She told me I would receive a response in XXXX business days. Once again, I believed her and never received a response. I called back XXXX days later and talked with another representative, once again confirming that the direct deposit qualified and I was told to wait a few more days as the actual time is XXXX business days. I never received a call back, so I called again and asked to speak with a supervisor and she was very apologetic, telling me that the actual timeline is XXXX business days, but that everything looked good and qualified and she was sure it would be resolved. I waited a full XXXX weeks and never once received a call or update. At this point, I was fed up with the lies and incorrect times given, so I called back and asked to speak with another supervisor. At this time, I talked with XXXX. XXXX understood the situation and vowed to take over my case as my sole point of contact and keep me updated on a weekly basis until it was resolved. She confirmed that the deposit qualified and told me she couldn't give me a time period because she didn't want to lie to me but hoped it would be quick. The first call came in a week after the ticket was raised on XX/XX/XXXX, and she told me she received no update and was still awaiting a response. She told me she was going to try to further escalate the case as it was ridiculous I had no response after waiting a month. She told me to wait XXXX more days and she would call me with an update. In XXXX, I was called with an update and told that they finally looked at the ticket. XXXX told me that the issue was that my promotional code was never input correctly, but they did me a " favor '' by making my account eligible. I told her that is completely incorrect as I have photos and screenshots showing that I input the code correctly and was still receiving emails to make the direct deposit to get the {$200.00}. If I never input the code how would I have the screenshots and receive emails telling me to make the deposit to get {$200.00}? It was extremely irritating being told that they were doing a " favor '' for me after making me wait a full month and it being a blatant lie. At that point, XXXX told me she didn't understand why if they made me eligible and I already made the deposit that she wrote in the notes, why was I not paid my bonus? Thus, she had to go back in and re-escalate the case to receive payout. At this time, I received a call on XX/XX/XXXX exactly XXXX days after I opened the account telling me my direct deposit did not qualify. I asked how that was possible given I have talked with XXXX representatives at Ally who told me it qualified and that there was nothing to worry about, including XXXX XXXX I mentioned to her that my worst nightmare came true that initially I joked with her about. That is now my account has been open for more than 90 days, and I can not even make a different direct deposit because I'm past the deadline. So all in all, it seems extremely suspicious that I waited over 60 days to receive an answer and it just so happened to be after the 90 day period. It seems obvious Ally Bank was trying to avoid paying out the bonus in any way possible. She asked a few more questions to ensure that it was a payroll direct deposit and told me she would resubmit it XXXX more time to the department and hope that it reaches the right person. I asked her if they decided to come back with the same nonsense, what would be the next step? She told me she would send it to the XXXX department and they have authority to make a difference in things like this and she has seen them have goodwill gestures to payout and fix things like this. I agreed and she resubmitted the ticket. On XXXX XXXX XXXX  I missed a call from XXXX and tried to call back in to be transferred to her but was told she was not available. I ended up speaking to XXXX who heard my story and said that what has happened is unacceptable and she was going to make it right. She told me she was going to raise the ticket to the XXXX XXXX XXXX XXXX and I would receive a call to me directly within XXXX business days from a member of that team. Guess what? I was never reached out by the team. Today on XX/XX/XXXX, I called back into Ally to ask for an update since it has now been XXXX business days. I spoke to another supervisor XXXX who told me that they decided to just respond to the case notes and not reach me directly. You would think after spending XXXX hours on the phone, calling in XXXX times, talking with and verifying that my deposit qualified with many representatives that they would have the respect to give me a call to make this right. They did not. XXXX told me she could create a new case and resubmit the need to call me and fix this matter that has been going on for almost 4 months now. I've tried to resolve this countless times by being as honest as possible and having tons of patience by trusting what I have been told but after Ally has continuously made up excuses for not paying the bonus and showing terrible customer service, I have had enough. I have nothing against the customer service agents I have talked to, but I find it completely disrespectful to have to sit for months without an answer, wait for time to run out, then tell me I don't qualify and refuse to talk to me. I want the {$200.00} bonus that I made the direct deposit for on XX/XX/XXXX that over XXXX representatives told me that I qualified for and wrote in the case notes. I also would appreciate an apology for how terrible this experience has been.

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