Consumer complaint received 2025-11-07 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: 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 XXXX & XXXX the account had to be opened no later than XX/XX/XXXX and funded within 30 days. A Qualifying Direct Deposit ( s ) had to total at least {$2000.00} per month for three consecutive months, with the first deposit posting within 60 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 in order to obtain the bonus. 

XXXX & XXXX state the bonus would be paid within 30 days of the third bonus, which occurred on XX/XX/XXXX. 30 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 named XXXX who later stated the entire call was recorded. XXXX verified the QDDs were posted to the account and stated she was chatting with her supervisor regarding the issue. XXXX indicated that I should have received the bonus. Later during the call XXXX then began stating contradictory information. First, she stated I was ineligible for the bonus because I did not receive the deposits within three statement cycles. I advised the agent that the XXXX & XXXX do not reference statement cycles, they reference consecutive months. Next, the agent stated that I did not qualify because there were not 30 days between QDDs. I asked the agent how it would be possible to fulfil the XXXX XXXX XXXX of the offer had I waited 30 days between deposits given that is mathematically impossible. I asked the agent to show me in the XXXX & XXXX where these disqualifiers are, or where I failed to meet the XXXX & XXXX. They failed to do so, only repeated what they already said but not guiding me to any documentation indicating a violation had occurred. Additionally, the last 15 minutes approximately of the 54 minute phone call consisted of waiting for a case number to be generated by the supervisor, only to then be told they are not providing me a case number for escalating. 

The XXXX & XXXX of this offer were met ( attached ). The deposits reflect as QDDs per the agent as well as the email I received ( attached ). The account is in good standing. The bonus should be paid. 

It appears, given the information the agent provided, that Ally Bank has set hidden qualifiers either through intentionally miswording 'consecutive months ' rather than indicating the deposits must be made within 'statement cycles ', or by setting a time limit that must be filled between each deposit. Regardless, the arguments the bank made for being disqualified can not be located in the XXXX & XXXX 's which are attached for review.

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