I called ally to set up autopay. That can only be done online. I started the autopay set up on line and found that the system kept reverting my payment back to checking even after i chose savings. I called- they could not help - the system gave errors. They said i would need to try again later. I tried again later, same issues and then finally i got one step further only to receive another error. I called again.
They transferred me when the first person could not help. I logged out and in and refilled out the same information 5 times. The 6th time i got an error from the site, upon going back i was able to continue but only one step further until i was again at am impass. The person on the other end put me on hold (this was my 3rd time on hold) and told me i would need to make a payment online. I had already been told that i one time payment would accrue an additonal $15 charge, now the lady on the phone is telling me that is not the case.
I can make a one time payment online without any extra charge. I have to sign completely out and back in for the 7th time and start from scratch entering routing numbers and more and was finally able to make a one time payment which is not why i started this whole process- i wanted to set up auto pay. At the very beginning of my last call i was told i could stay on the line for a survey. I did. They asked about 5 short questions to which i responded to 1 for them all(1-5 range where 1 was the worst) and then i was given the option to leave a voice message and was asked if i would like to share my voice message with others i said yes to that and waited for the beep they said i would hear to begin recording- what i hear was a click and the call had ended. Nice.
I have been with Ally for 2 1/2 years. Yes they offer good interest rates with both checking and savings accounts. Yes getting customer service is somewhat easy. If you want to order checks, or check a posting, it is so simple, make the call and it's fixed, right? So Ally seem to do the simple things right. But what about when things go seriously wrong? I have a healthy account with high balances in checking and savings. I pay almost all of my bills through the Ally bill pay service. On two occasions Ally have paid my home mortgage payment twice in the same month even though it is set up as an automated single payment. On other occasions they have done the same with other automated payments. Attempts at getting this systemic problem fixed have been futile. If that is not bad enough how about this. Each month I have a retirement pension wired from England into my Ally account. On 6 occasions in the last year or so the payments have failed to show up. A detailed investigation has shown that Ally uses J P Morgan Chase to process incoming international wire transfers. Yes that would be the same J P Morgan Chase that has been penalized and heavily fined for international currency exchange rate fraud and other serious financial banking fraud. Two months of pressing hard has resulted in no solution to this problem. This is now in the hands of the FBI. The moral to this story is this. If you have an account with Ally, and you do not fall foul of their incompetence, you will win. If you do have any kind of serious problem you will lose. Ally seems to do business with some shady characters and they are both unable and unwilling to fix any problems that they will create for you. Good luck.
Terrible customer service; don't let their TV commercials fool you. Been a member for 3 years and everytime I call I get asked a million questions to identify me, confirmation they can solve my problem, then 20 minutes of discussion and being placed on hold to be told they are an internet bank and cannot provide basic services like issue an ATM card for a joint account holder who is on the account.
The they tell you their loss preventino department will call you back in 1-2 days and if you are lucky you may get a call in 7-10 days and the scenario starts over again. Terrible Terrible Terrible customer service.
BUT, you can fax a wire transfer to fax $20,000 to another account and they process immediately with no verification. Go Figure.
The few pennies you make in additional interest is not worth the consistent aggravation of the poor customer service processes they have in place.
As icing on the cake, you have to verify your phone number and email every time you call them to be sure they have current records - even after its the 10th phone call that day to resolve an issue.