Consumer complaint received 2026-06-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ALLY FINANCIAL INC.
State: NY

Complaint narrative:
Summary : I am filing a complaint regarding Ally Banks handling of my accounts, including suspected internal account restrictions, denial of effective customer service, unprofessional conduct by escalation staff, and unresolved technical issues preventing access to banking services. -- - Account Information : Name : XXXX XXXX. XXXX Email : XXXX Accounts Affected : - Checking ( XXXX ) - Savings ( XXXX, XXXX, XXXX ) - Investing ( XXXX ) -- - Details of Complaint : 1. Suspected Internal Account Flagging and Service Limitation During multiple customer service calls, representatives appear to review internal notes associated with my account. Following this, assistance becomes limited or unreasonably restricted, preventing resolution of legitimate issues. This creates the appearance that internal flags are impacting my ability to receive normal service. 2. Excessive Hold Times Preventing Escalation When requesting escalation to supervisors, I am frequently placed on extended hold for unreasonable periods. These delays effectively prevent access to higher-level support and resolution. 3. Unprofessional Conduct by Escalation Staff On XX/XX/XXXX at approximately XXXX XXXX, I received a call from XXXX from a representative claiming to be an Executive Account Manager. This individual : - Refused to provide full name or employee identification - Spoke in an aggressive and unprofessional manner- Did not address the technical issues I raised 4. Ongoing Technical Issues Affecting Account Access I am currently unable to fully access or utilize my accounts due to unresolved system issues, including : - Deposit history displaying error : Were unable to process your request - Inability to review prior transactions - Missing or blocked account notifications- Inability to link external accounts despite system indicating they already exist 5. Escalation Bias and Impact of Internal Notes on Customer Interactions During multiple interactions, it appears that internal account notes are influencing how representatives engage with me. Once those notes are reviewed, the tone of the interaction changes noticeably, including increased hostility, interruptions, and refusal to engage in problem-solving. This creates a pattern where prior internal notes appear to predispose representatives toward defensive or adversarial behavior rather than neutral customer service. In at least one instance, this escalation resulted in an unnecessarily aggressive and unproductive interaction instead of a good-faith attempt to resolve technical issues. -- - Impact : These issues are preventing normal access to my funds and full use of banking services. The apparent influence of internal notes on service behavior, combined with unresolved technical barriers, has resulted in a breakdown of fair and effective customer support. -- - Requested Resolution : 1. Review of Account Notes Conduct a full review of any internal notes, flags, or restrictions associated with my account and confirm that they are not improperly limiting access to customer service or account functionality. 2. Call Investigation Review the XX/XX/XXXX call ( approximately XXXX XXXX ) and identify the representative involved, including appropriate corrective action. 3. Technical Resolution Immediately correct all technical issues preventing access to account features, including deposit history, notifications, and external account linking. 4. Access to Records Provide access to relevant call recordings referenced during prior contacts. 5. Customer Service Neutrality Assurance Ensure that internal account notes are not used in a way that biases or escalates future customer interactions. Customer service communications should remain objective, professional, and solution-focused regardless of prior account history. -- - Preferred Outcome : Full restoration of account functionality, transparent communication, correction of all technical issues, and confirmation that no internal account notes are being used to bias or escalate customer service interactions.

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