Dear Mr.Michael A. Carpenter (CEO)
I had set up a custodial account for my minor child. When he turned 18 and was going off to college we wanted to change this from a custodial to a joint account. On Aug. 11, 2012 I spoke to one of their representatives and was instructed to send a “letter of instruction” along with a copy of my son’s drivers license. This was done the same evening.
No notice from Ally. I followed up and was then told that I needed to send a copy of an envelope showing my son’s home mailing address. This was done on Aug. 23rd. I was told that I would hear something in 1 week.
No response from Ally. I followed up again and was then told that I now needed to fax a copy of his SS card. This was done on Aug. 31. They couldn’t find the fax and then asked that it be resent which was done on Sept. 5th.
Today I’m told that they have the necessary documentation and now after a whole month of waiting will begin the process of making the account changes.
Be prepared for many 3-4 minutes holds over many days. It’s impossible to speak to the same person twice or get anything accomplished.
Ally’s not a bad bank as long as you don’t need to speak to anybody or have anything done!
First of all, Ally out sources jobs to the Philippines. These are American jobs that they are paying third world people a fraction of the pay to perform. Ally could be employing Americans. To top it off these people that are receiving money that could be going into Americans pockets are the most infuriating souls to ever pick up a phone. They harass account holders and they are mostly Americans. Boycott Ally!
Ally has a good, scratch that, great product! No fee ATMs -- any ATM -- including the sketchy ones in bars (not sure you wanna use them anyways, but thats another story - when in desperate times). You don't have to check an app to find whether this ATM is free, like with Capital One 360 or other online banks. Sure those ATMs are abundant and free too, but you still have to consult an app.
But, and a big but, the customer service is horrible for anything out of the ordinary (which by the way is normally the reason why you would contact customer service in the first place - since something that should be working through self service is not working the way you expected). Short service times -- great; actual service quality -- not so great! For example, another reviewer wrote about their issue with the CD being processed erroneously twice -- 5 business days for resolution; or the reviewer with the minor account turning into an independent account -- multiple follow ups. That is horrendous. That's why people like going to branches since you can see someone there and hold that individual accountable.
My own personal experience -- I am new to this country (I think this will answer the question for the british expat who moved to the States as well) with new credit. They won't open an account for me since I don't have a credit score yet -- say what? Like, you need my SSN to verify my identify -- ok, I'll bite. No credit score yet. Hello! I am new here, let's contact customer service and lo and behold, after 30 mins "sorry we cant do anything!"
Anyways, policies are policies, but the customer service is horrendous to say the least.
The way I see it - capital one 360 may not give back all my ATM fees, but i get $50 right up for signing up for it, and that will last me for a while (in lieu of ATM fee paybacks from Ally, which, by the way, have a limit of their own).