Consumer complaint received 2026-01-08 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: AR

Complaint narrative:
On XX/XX/XXXX I opened a checking account with Ally Bank using the promotional code XXXX. This code was presented as an offer to receive a {$200.00} cash bonus. Per the T & Cs the account had to be opened no later than XX/XX/XXXX and funded within XXXX  days. A Qualifying Direct Deposit ( s ) had to total at least {$2000.00} per month for XXXX consecutive months, with the first deposit posting within XXXX  days from account opening. Lastly, the cash bonus would be paid into the account within 30 days after reaching the third consecutive monthly deposit. 
The account then received the following QDDs : XX/XX/XXXX {$2000.00} XX/XX/XXXX {$2000.00} XX/XX/XXXX {$2000.00} Following the first deposit that was posted on XX/XX/XXXX I received an email dated XX/XX/XXXX at XXXX XXXX  from XXXX verifying I had received my first QDD and reminding me to continue the QDDs to obtain the bonus. T & Cs state the bonus would be paid within XXXX  days of the third bonus, which occurred on XX/XX/XXXX. XXXX  days = XX/XX/XXXX. This did not occur. I patiently waited another month and on XX/XX/XXXX again the cash bonus did not post. On XX/XX/XXXX I reached out to Ally Customer Service via phone at XXXX. I spoke to an agent who verified the QDDs were posted to the account and agreed that I should have received the bonus. I was told the investigation would take XXXX  days for the investigation. I waited another month. Again, no payment. I called back on XX/XX/XXXX and spoke to a man who then stated a case had not been previously opened and that they were opening XXXX for me. They also stated that the call was recorded. They provided me with Ref # XXXX. They stated it would take XXXX business days, and I would be reached out to. This never occurred. I then called back again and was told I was informed incorrectly, that the investigations take XXXX days and that I would need to contact them back for any updates. I waited the XXXX  days and called back on XX/XX/XXXX. I spoke to XXXX this time who now stated that these cases take longer than normal, typically between XXXX days. She then stated I needed to wait until the end of XXXX and call them back again for an update. I requested a XXXX  and was transferred to XXXX. XXXX stated she could see the Ref # I provided was in the case workers inbox but that she had no control over the case being processed or the payout. 

The T & Cs of this offer were met ( attached ). The deposits reflect as QDDs per multiple agents as well as the email I received ( attached ). The account is in good standing. The bonus should be paid. It appears the agents are being instructed to prolong the bonus payout I assume in hopes that I will quit calling. Month after month I am told to wait another month. It is absurd. Every agent should provide the SAME timeframe for investigation conclusions, but instead Ive been given a variety. This payment was due XXXX  days prior to me filing this complaint. I have waited and been patient long enough, its been a quarter of a year since I was owed this. The bank is clearly refusing to pay the offer.

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