Consumer complaint received 2024-06-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: ALLY FINANCIAL INC.
State: OR

Complaint narrative:
To Whom It May Concern I am filing a complaint against Ally Bank concerning the denial of my request to add my husband XXXXXXXX XXXX to my existing accounts The details of the incident are as follows On XX/XX/XXXX I submitted the Additional Account Owner Application via secure message on Ally Banks website to add XXXX XXXX to my accounts XXXX and I have been married since XX/XX/XXXX After a few years we are finally updating our various assets to reflect both our names However Ally Bank denied the application citing that the residential address provided 6191 US20 SPC 55 XXXX  OR 97345 is not acceptable This is perplexing because it is the exact address on record with Ally Bank for me since we moved to XXXX in XX/XX/XXXX It is unclear why this address would be an issue for my husband when it has been acceptable for my accounts for over three years Over the past month I have communicated with multiple Ally representatives explaining that the residential address in question is completely legal regardless of it being at an RV park Despite my efforts to clarify Ally Bank maintains that an RV park address is unacceptable for banking purposes This rationale is inconsistent with the fact that Ally Bank had no issues with my previous longterm RV park address in XXXX XXXX CA where we resided for over four years while I was still an Ally customer The XXXX address is a legitimate physical residential address It appears on both mine and XXXXXXXX XXXX XXXX XXXX and Voter Registrations XXXX XXXX XXXX XXXX where we reside houses several longterm permanent residents and even a few apartment tenants I have provided this information to Ally representatives but the application remains unapproved Two Ally representatives have offered partial assistance One suggested providing next of kin information for XXXX which I found peculiar as I his wife am his next of kin Despite providing my estranged fatherinlaws home addresses in Alabama and XXXX Ally Bank deemed them unverifiable which has unnecessarily complicated our family matters Another representative advised showing proof of utility payments at the XXXX address While we pay XXXX XXXX XXXX XXXX  monthly for rent which includes utilities such as power water sewer and trash these payments are clearly reflected in my Ally Bank checking account transactions XXXX XXXX XXXX XXXX XXXX has relayed they are willing to provide a letter confirming our longterm residency and the details of our monthly payments We do have one separate utility bill for propane so on XX/XX/XXXX I submitted to Ally Bank the documentation memorializing this Despite all the evidence and efforts to resolve this matter Ally Bank continues to deny the application without a clear or consistent explanation This situation has caused significant inconvenience and stress for my family I request that the Federal Reserve investigate this matter and assist in resolving the issue with Ally Bank I seek to have my husband XXXX XXXX added to my accounts as requested Thank you for your attention to this matter Sincerely XXXX XXXX XXXX

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