Complaints

This profile includes complaints for Ally Financial, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ally Financial, Inc

  PO Box 217062 Auburn Hills, MI 48321

• 

  Ally Financial, Inc

  5700 Crooks Rd Ste 204 Troy, MI 48098-2809

• 

  Ally Financial, Inc

  PO Box 47009 Oak Park, MI 48237-4709

• 

  Ally Financial, Inc

  300 Renaissance Ctr Detroit, MI 48243-1402

• 

  Ally Financial, Inc

  P.O. Box 90001951 Louisville, KY 40290

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received multiple emails from ********* claiming I owe $20 on what appears to be a margin account. I do not have a margin account with Ally or any related service that would result in this type of debt.I attempted to resolve this through Ally's customer service, but was met with an endless loop of unhelpful support and failed identity verification based on outdated or incorrect public records.Called Ally: failed identity verification due to irrelevant public record questions.Was told someone would call back in 12 business days. They didonce, during work hours, and left a reference number.I called back with that reference number, waited 55 minutes, only to be told the exact same thing againno resolution, and no way to verify myself without SMS or proper alternatives.Allys systems are incapable of handling this issue or escalating it ************** this point, theyve spent well over $20 of operational cost chasing a $20 balance that isnt even legitimate. I want this resolved immediately, and I want written confirmation that I have no balance due and am not on the hook for a margin account I never opened.This process has been unnecessarily frustrating and time-consuming, and Im escalating it only because Ally has made it impossible to resolve this through normal channels.

  Business Response

  Date: 07/10/2025

  Dear ****** ******:
  
  I am writing in reference to your letter to the Better Business Bureau (BBB), which was forwarded to us on June 27, 2025, regarding your Ally Invest account. The security of our customers' private information is a top priority. Due to privacy concerns with the BBB's practice of publishing a company's response to a consumer online, we informed the BBB that we would be responding directly to you.
  
  At Ally Invest, we take the safety and security of our clients accounts very seriously. We are committed to making every effort to protect our clients. To that end, we utilize an authentication process consisting of several authenticating questions when a client contacts us via telephone. To ensure we are speaking to the account holder, we may ask additional questions. It is essential that all questions are answered accurately and match exactly what we have on record. We feel the process best protects the interests of our clients and their accounts.
  
  On June 13, 2025, your account ending in 4948 was assessed $20.00 for holding ************ (P033237). This fee is charged by **** for the costs associated with serving as the de facto transfer agent. Customers are encouraged to review their entire monthly statement to make sure they are not holding any worthless securities in their account. On June 26, 2025, the following worthless securities were removed from your account:
  10 shares of ******************. (BBDA)
  400 shares of P033237
  ********* shares of ****************** (DLAD)
  ********* shares of *******************. (SMAS)
  ********* shares of G-H-3 ****************************** (GHTI)
  
  As a one-time service gesture, we waived the $20.00 processing fee for the worthless security removal. As of June 30, 2025, your account balance is zero.
  
  If you have any further questions or need assistance in the future, please feel free to contact us at ************************ through the Live Chat link on our website, or by phone at **************. We are available Monday through Friday, 7:00 a.m. to 10:00 p.m. Eastern Time (ET), and Saturday, 8:00 a.m. to 8:00 p.m. ET.
  
  Sincerely,
  
  ******
  Executive Customer Relations
  Ally Invest
  PO Box *****, *******************
  **************
  
  If you have questions about this information, please contact us at **************************************.
  *********************. | *********************************
  
  ************************** does not accept trading or money movement instructions via email. Securities products and services offered through **************************, member *****/****. Advisory services offered through *************************, a registered investment adviser. Ally Invest Advisors, *********************** and ***************** are wholly owned subsidiaries of ************************. View Invest disclosures. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE.
  
  Ally Email Identifier: ref:!00D3006k37.!500Ht01sMF53:ref

  Customer Answer

  Date: 07/10/2025

  
  Better Business Bureau:
  
  While I appreciate that Ally Invest waived the $20 fee, they failed to address the core issue of my complaint: I am still locked out of my account.
  Their verification process relies on incorrect public record data that I cannot answer correctly.
  
  Their SMS system, which could provide an alternative verification method, was unavailable or broken during my multiple calls.
  Despite explaining this clearly, Allys response ignored the fact that I cannot access my account, including my Ally Auto loan.
  
  Requested Resolution (Unchanged):
  I need my account access restored through a secure and functioning process that does not rely on faulty public data. Allys system should allow for alternate identity verification (e.g., secure email link, SMS, or other MFA).
  
  If Ally cannot resolve this, I will escalate to other regulatory bodies, as account access is a fundamental consumer right.
  
  Regards,
  ****** ******

  Business Response

  Date: 07/15/2025

  Dear ****** ******:
  
  I am writing in reference to your letter to the Better Business Bureau (BBB),which was forwarded to us on July 14, 2025, regarding your Ally Invest account.The security of our customers' private information is a top priority. Due to privacy concerns with the BBB's practice of publishing a company's response to a consumer online, we informed the BBB that we would be responding directly to you.
  
  At Ally Invest, we take the safety and security of our clients accounts very seriously. We are committed to making every effort to protect our clients. To that end, we utilize an authentication process consisting of several authenticating questions when a client contacts us via telephone. To ensure we are speaking to the account holder, we may ask additional questions. It is essential that all questions are answered accurately and match exactly what we have on record. We feel the process best protects the interests of our clients and their accounts. If you have concerns regarding the questions you are asked,you may utilize the following link to request a Consumer Disclosure Report: *********************************************.
  
  On June 26, 2025, someone purporting to be you called us; however, the ************* Associate was unable to successfully authenticate you. On June 27, 2025,your online access and trading abilities were disabled for security purposes.
  
  On July 1, 2025, we received your supporting documentation to verify your identity. As a result, your online access and trading abilities were restored on July 15, 2025.
  
  Keeping our clients accounts and personal information secure is a top priority. Ally Invest or our clearing firm, ************************* (****), may at any time, at our discretion and without prior notice to you, prohibit or restrict your access to the use of the website, mobile application, or other services;otherwise prohibit or restrict your ability to trade; refuse to accept any of your transactions; refuse to execute any of your transactions; and/or terminate your account. This information is available in the ********************** (AIS)Customer Agreement, which can be found at ******************************************************************
  
  If you have any further questions or need assistance in the future, you may contact us via ************************ through the Live Chat link on our website, or by phone at **************. Associates are available Monday through Friday, 7:00 a.m. to 10:00 p.m. Eastern Time (ET), and Saturday, 8:00 a.m. to 8:00 p.m. ET.
  
  Sincerely,
  
  ******
  Executive Customer Relations
  Ally Invest
  ******* *****, *******************
  **************
  
  If you have questions about this information, please contact us at **************************************.
  *********************. | P.O. ******************************
  
  ************************** does not accept trading or money movement instructions via email. Securities products and services offered through **************************, member *****/****. Advisory services offered through *************************, a registered investment adviser. Ally Invest Advisors,**********************, and ***************** are wholly owned subsidiaries of ************************. View Invest disclosures. Securities products are NOT FDIC INSURED, NOT BANK GUARANTEED, and MAY LOSE VALUE

  Customer Answer

  Date: 07/20/2025

  Better Business Bureau:
  I have reviewed the response made by the business regarding complaint ID ******** and have determined that their proposed action does not fully resolve my complaint.
  While I do accept the closure of my investment account, it was not the resolution I was seeking. Instead of addressing the specific issue I raised, the company opted to shut down the account entirely. This may have resolved the situation from their perspective, but it resulted in the loss of access to my remaining stocks which is far from ideal.
  Other customers should be aware that, in my experience, the company demonstrated a lack of competence in handling customer concerns and resolving problems appropriately.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed bankruptcy 4 years ago, I should have been taken off the loan and the co-buyer should have been responsible for the rest of the loan. However **** stated once the bankruptcy is discharged it goes back to the original terms of loan. I have contacted Ally, they have refused to do anything to fix it. I have contacted my lawyer about this. He said to give it time, however I am trying to buy a house and it is showing negative marks on my credit report. I want this removed from my credit report to show I was not responsible for the poor financial choices others have made.

  Business Response

  Date: 07/03/2025

  07/03/2025 OB call to Customer at ph#************ around ****** - I advised we are furnishing accurate information. I advised both parties are liable per the terms on the contract and ****. I mentioned she filed a Chapter 13 BK on 4/22/2021 and the case number is 21-51408. Even though the vehicle was listed as being paid by the co buyer she was still liable for the balance. Ally is not present during the court hearings and go by the terms of the contract. I apologize for the level of service she previously received but advised there is nothing further we can do at this time due to the account being PIF and we are furnishing accurate information. I asked her if she has an attorney and she said yes. I asked her for the information, and she provided - **** ****** - ph# ************ - Law Firm: Bankruptcy Attorney **** ****** ****** - Address:*************************************. I told her I will follow up with him but if he contacts her before he hears from me to have him call me. She was very upset, and I told her I apologized for the outcome, but we are furnishing accurate information, and the customer hung up. 

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mom and dad opened a bank account calked a ********** account with ********* back in 2012 . The account - **** ***** ********************************************** was funded and controlled by both of them or calked grantors . In October 2018 my mom passed . In February 2025 my dad passed . My father via a law office created a revocable trust in 2012 hence the ********* account to coincide with monies covered under or in trust . In 2021 and may ********************************************************* 05/2024 . These trust documents specifically appoint and name a successor trustee in addition to direction to which the successor trustee must follow with detail . That successor is me, ***** Earl ******* , I am the son of both **** and ***** ******* . I am in addition to Trustee, I am the appointed executor and administrator of the estate in its entirety. Upon the last grantors death the trust becomes irrevocable. My duties, my fiduciary responsibility and duties that I am bound by the state of Ct to carry out via the Ct Trust Act immediately begin. At present there is $32,934.83 balance in this account . ********* has locked me out completely. I have sent upwards of 150 total pages of legal documents relating to and covering the trust , I filled out and return all of the necessary ********* forms for which they require when adding a successor trustee to an account. Since I have been locked out of the account , I can no longer access ally bank via e mail . There is no possible way to connect , reach out, send or otherwise ally bank electronically . This has been going on now for almost one month . I am in breach of my fiduciary duties as trustee as I can not deposit life insurance proceeds, i can not pay property tax , I can not make the mortgage payments and because of this the house is in the beginning stages of foreclosure. I can not get answers, i can not get help , i reach out via telephone, I get hung up on or I get treated as if I were a spam caller .

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car through ******* and purchased the gap insurance, my car was a total loss on March 24, 2025 and my insurance paid out $23,451.30 to the financial company. And the remaining balance was $2,716.57. Ally coverage denied the claim for payment.

  Business Response

  Date: 06/12/2025

  We received your concern via the Better Business Bureau (BBB) on 5/19/25, regarding your Ally GAP Addendum. The security of our customersprivate information is a top priority. Due to privacy concerns with the BBBs practice of publishing a companys response to a consumer online, we informed the BBB we would be responding directly to you.

• Initial Complaint

  Date:02/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a leased vehicle through Ally Financial and as of October the vehicle was picked up via tow truck as a repo. I contacted customer service to ask where I could retrieve my personal belongings and each time I called I was either transferred to a different department because they didnt know how to handle this request or simply hung up on. Someone contacted me about a final payment and I again asked where I could get my belongings and the Representative laughed and said we threw it away so are you able to make a payment today. I reached out multiple times after the repo and no one could tell me the information and now theyre saying my stuff is gone. If I contacted them within a reasonable time frame how do they get away with ignoring my request by simply hanging up the phone or saying theyll have to get back to me and never do so, and then Im still responsible for a final balance.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in september i wrote a check for $18,169.00 to pay off car loan. they kept saying they did not receive so i was about to write a new check. on oct.18th a text came that i am late in paying. i called in a payment of ******** not to get fees added to my account. on october i received a text that they received my check for payoff. that was the same day i sent them the debit for $******* i kept calling said check went out nov.19th did not now they say check was mailed jan 5th did not get. customer service didn't know why it didn go in november. spoke to them again friday 24th he will mail it out i do not believe anything they say. i am 89 and very ********** i want my ******* it is now over 3 months old.

  Customer Answer

  Date: 02/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ******** ******

• Initial Complaint

  Date:11/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to access my online statements for months but have not been able to. I have called the lender, ********** multiple times and they refuse to send them to me. I don't know what is going on with the account besides their snapshot view which shows very little. They keep creating "reallocations" for $0 on my account, but I don't know why or what they are doing in the background and no one will explain it. I am extremely frustrated with this company. I want all documents including statements, payment history, reallocation history, notices, contracts, and title information sent to me. I will accept it via email at ******************** or via paper, but I want it as soon as possible so I can figure out what is going on. They also informed me they are not required to allow me access to my statements online or via paper, regardless of what I select, which is not true at all. I have changed to paper statements now, but I am not certain I will get them. I am on the phone again waiting for a supervisor after being hung up on twice and disconnected from chat once after the person on chat gave me information on another person's account, including their SSN. After trying to get through to a supervisor, I finally told a ** *** that they had to wait on the line with me until a supervisor was on and I was transferred to ***** after a 14 minute wait. During that time, they magically made the statements appear. ***** attempted to tell me they were there the whole time, even though I have photos of screens showing they were not from today and months ago. I am still not happy about being told they do not have to give me statements and about one of them giving me another customer's information including the ***. It makes me wonder what they will do with my information. I would like someone who is not a supervisor, but actually higher up to call me.

  Business Response

  Date: 11/26/2024

  Please review the attached response. 

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During purchase of a vehicle I originally financed through Ally financial. I was told that Ally would not finance without an extended warranty. I refinanced with University Credit Union, and the vehicle was paid 100% in full with the 10 day payoff amount. I cancelled the extended warranty and a check for ******* was issued to Ally by Monument ********* in ******** *****. Ally issued a check for ******. There is ****** unaccounted for.

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car on 8/23/24 for my daughter from AutoNation in **. A $4000 down payment was made and a loan was taken out for approx. $8500-$9k. I was told my first payment would be due on 10/6/24. Since August, I have received 1 postcard to create an online account. That was done then a few days later it seems my account was removed and I can't access it. On 9/24/24 I called and was told that my account was "pending paid in full". I was told I would get a call back when it was researched. No call back was made to me. On 9/27/24 I called again. The automated system said there was no record of me. I spoke to someone who said there are notes on my account and there are "definitely errors". They said they were escalating to a supervisor to fix it and I'd get a call back. No call back was made. On 9/27/24 I messaged the bank on ******** after I saw LOTS of complaints. They replied on 9/28 that someone would call me. No one did. On 9/30/24 I called and was told my account appears as a $0 balance and the car dealership made a $4000 payment to my account (probably my down payment?). Told I would get a call back. No call was received. On 9/30/24 I messaged again on ******** telling them no one has contacted me. No response. On 10/1/24 I received a call from the Executive Customer Relations Team. She gave me the name of the person that is working on my account and said they will call me. ***** ************, option 4, option 8, ext. ***** and he works 8-5 eastern. I have not talked to ***** or received a call from them.On 10/1/24 - I used their automated system to make a payment of $601.23 confirmation #******** to make sure I don't have a late payment. On 10/7/24 I called and left a voicemail to call me back. No one has called me.On 10/10/24 I called and got *******. She told me that she does see ***** is supposed to work on my account. She would reach out to him to contact me and my account is still under review.

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute the presence of unauthorized inquiries on my credit report related to Ally Financial. Upon recent review of my credit report, I discovered that the following inquiries were made without my knowledge or consent:Creditor: Ally Financial Date of Inquiry: 08/23/2023 Date of Inquiry: 05/30/2024 Date of Inquiry: 09/05/2024 These inquiries are the result of identity theft, of which I am a victim. I have already filed a complaint with ***************** to address this matter and enclosed a copy of the complaint for your reference.I am requesting your assistance in removing these unauthorized inquiries from my credit report to prevent further damage to my creditworthiness. Please investigate this matter promptly and provide any necessary support to rectify this situation.

  Business Response

  Date: 11/04/2024

  Ally responding to your concerns.