Consumer complaint received 2025-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: ALLY FINANCIAL INC.
State: CA

Complaint narrative:
Day XXXX : On XX/XX/XXXX XXXX ( XXXX ), I called Ally Bank ( XXXX ) with the intent of getting paperless statements. Ally requires XXXX account owners to call the bank. This was the impetus which resulted in a debacle, of Ally Banks making. I spoke to a CS Rep, XXXX, and he was so incoherent that I was not able to understand him in order to get through the security protocol. At XXXX minutes into the call, I asked to speak to a supervisor because XXXX was so incompetent. All I want is paperless statement. XXXX listened to me relay my interaction with the XXXX XXXX She told me she cant access my account because of security measures and I would need to speak to an Account Specialist ( AS ) and it will take up to XXXX days to hear back from them. I didnt realize at the time that my account had been blocked. I thought I was required to speak to the Account Specialist about getting paperless statement. Neither the original CS Rep or the Supervisor made it clear that I was locked out of my account. When I received a text at XXXX hours is when I realized that I lost access to my bank accounts for simply calling into Ally Bank to ask for paperless statements. 
I then called Ally Bank again on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to CS Rep XXXX who confirmed I had a blocked account and he could do nothing about it. I had to wait for the Account Specialist to call me. I asked to speak to a supervisor. XXXX, for a second time came on the line, she had no ability to assist me with the unblock. I asked to speak to XXXX XXXX since she was of no help and to describe the dismal CS experience I had wiXXXX XXXX XXXX XXXX XXXXXXXX. I was told it with take XXXX days to hear back from the XXXX. ( Ref # XXXX ) I asked her to provide me with the number that the Account Specialist will call from, so I can enter that number into my phone, so the call doesnt get diverted as a spam call. Nope, she has no clue what the number might be. 
Day XXXX : I called Ally Bank XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX  ) to let them know that I am available for a call from the AS, since the work day has started on the XXXX XXXX XXXX I was connected to XXXX XXXX XXXX, who I was unable to understand, and asked for another XXXX XXXX. I was then connected to XXXX who I believe put through my request for an early hour call from Ally Bank. I was fearful that I would miss the call from Ally Bank, as I had a full day planned outside my home. I was now at the XXXX and call of Ally Bank. It ended up that Ally Bank never got around to calling. 
On XX/XX/XXXX XXXX ( XXXX min ), I called XXXX Ally Bank XXXX Customer Service and was required to leave a message about my dilemma after waiting on hold for XXXX minute. No one called back. 
Day XXXX : I attempted another call to Executive Customer Service on XX/XX/XXXX XXXX hours ( XXXX min ). I left another message. I then called the Ally Banks XXXX Customer Service # on XX/XX/XXXX XXXX hours ( XXXX mins ) and I was connected to XXXX, who put me through to Supervisor XXXX who connected me to the special forces Account XXXX XXXX. I did get my account unblocked. However, my first thought was why couldnt the other XXXX Supervisors do this on Day XXXX? 
The conclusion of this story is that Ally Bank created this disaster by allowing ineffectual employees to be the gate keepers to our wealth. For XXXX days, my only thought is how to prevent this chaos again. My course of action must include minimizing the influence Ally Bank has in my life. I will maintain the bare minimum in my account to avoid fees, but Ally Bank has proved themselves no longer trustworthy to handle my capital. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA 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