Ally Customer Service

bankingar | Jan 15, 2019 | 90 posts since 2017

Has anyone noticed a significant decline in the quality of Ally's online customer service? It has been taking them a full week to answer the most basic questions, if they even answer the question that was asked at all.

I consider them the gold standard in online banking but lately they've been providing support that even an airline would be embarrassed of.

Alternatively, is my perception off? I am 99.999% self service and hardly ever need to contact a bank. As money is involved I have the expectation that people would want service and questions answered ASAP. Do they simply have too many customers and haven't scaled up their operations? Is this common in the industry?

Post an answer

Answers

Anon456 | Jan 18, 2019 | 249 posts since 2011

Like you, I have always praised ALLY as one of the few very good online customer service firms. Sorry to hear of this. I have not had to contact them in over a year, so no recent service to compare. I will remember this and post either way next time I need them. Most everything has been very smooth with them.

bankingar | Jan 18, 2019 | 90 posts since 2017

Same here. I had a simple question that took them a week to answer. That day I sought to clarify what they told me with what information I can see in my account history. After another week, they get back to me with a rephrasing of the first email, not even acknowledging my request for clarification. They probably know that with as good rates and online software as they have, along with my own favorable review here, it's not a big risk but it still should matter.

bankingar | Feb 5, 2019 | 90 posts since 2017

I received a call from Ally the other day. The issue had been resolved but I think it was a good way for them to demonstrate their values by reaching out. Maybe I just hit a bad period for CSRs? I'll be keeping an eye out though I love Ally because I hardly have to use their service and can do everything myself.

RJM | Feb 6, 2019 | 499 posts since 2011

I have noticed long hold times at times in the middle of the night. But, I almost never need to talk or chat with them. email support is slow & crappy and always has been.

bankingar | Feb 6, 2019 | 90 posts since 2017

I never understood that. Email support must be cheaper than phone and requires the same level of access.

The financial institution, product, and APY (Annual Percentage Yield) data displayed on this website is gathered from various sources and may not reflect all of the offers available in your region. Although we strive to provide the most accurate data possible, we cannot guarantee its accuracy. The content displayed is for general information purposes only; always verify account details and availability with the financial institution before opening an account. Contact [email protected] to report inaccurate info or to request offers be included in this website. We are not affiliated with the financial institutions included in this website.