2. Wednesday, June 22, 2011 - 4:50 PM
They are probably trying to position themselves as the "customer friendly internet bank" replacement for ING Direct once Capital One eviscerates ING. After reading Capital One's statement in the NYT this week, it seems they are not doing anything to reassure ING customers, which says to me that they don't necessarily plan on keeping ING as the friendly, easy-to-use bank that it is now.
The problem for Ally is that even with these features, they are still not as customer friendly as ING. Their website is clunkier, their accounting isn't as transparent, and phone customer service is long-winded and weird frankly IMHO (plus, the Ally frontline CSRs can't actually do anything, they are just an operator that relays your requests to the "banking operations department" aka back office, which actually performs all the transactions and to whom you may not speak). They need to address all of those issues if they want to be the new ING.
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Oct 17, 2010
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