
Yesterday we asked our readers to guess just how unhappy American consumers are with their bank customer service phone experiences. We also wondered how that number stacked up compared to the number of Ally Bank customers who are pleased with their experience when they call our customer service line. The answer?
“47% of American consumers are unhappy with their phone experience while over 90% of Ally customers are happy with Ally.”
That’s right. A recent survey found that over 90% of Ally customers are pleased with the quality of assistance they receive when they call our toll-free customer service number.
How do we do it? Well, the award-winning timer on our homepage that tells you how soon you’ll be talking to a customer care representative can’t hurt. On top of that, you can always speak with a live person when you call us. And since our customer service is 24/7, you’ll never spend time fumbling through a phone tree just to find there’s no one to take your call.
For today’s challenge, we’re starting with the magic number 75. But what does that stand for? Is it:
1. Longest distance, in yards, between any 2 ATMs in Manhattan.
2. Percentage of Americans charged checking account maintenance fees.
3. Percent of checking accounts charging an ATM fee.
4. Annual dollars paid in ATM fees, per customer.
Put your answer in the comments below!
Comment on this article
Comments
Vicky on May 11, 2011 at 1:51pm
my guess would be #2, percent of americans charged ck acct maintance fee.
Dex on May 12, 2011 at 8:52am
I'm going to say 3. Final answer.
cheryl c. on February 13, 2012 at 1:38pm
I just wanted to express my appreciation with your customer service rep. regarding my car loan. She was so helpful to me today and actually for the first time in a while I smiled when I hung up the phone. Good job Ally!! Thanks again.
Ally on February 13, 2012 at 1:40pm
Glad to hear you’re happy, Cheryl! We only handle banking over here. We’ll pass this along to our auto partners right away. Thanks!
Ally on September 6, 2012 at 2:04pm
The customer service is terrible. It takes a week and a half to get the lein released off your title. Nice when you are selling a car!
Ally on September 6, 2012 at 2:06pm
We only handle banking over here, but please send your full contact information with the best time to call to autorep@ally.com. Someone from our auto partners will reach out to you.
vicki on November 20, 2012 at 5:21pm
i need the address to pay my car loan
Cherrene B. on March 16, 2017 at 12:09pm
Can I refinance my car to a lower rate
Ally on March 20, 2017 at 11:48am
Hi Cherrene, please give us a call at 1-888-925-2559 and we can discuss your account with you.
Rick on December 8, 2017 at 3:34pm
Hello does anyone know how long it takes to get the lean release after u pay off your car ?
Ally on December 14, 2017 at 1:33pm
Hi Rick, please give us a call at 1-888-925-2559 so we can learn a little bit more about your situation and discuss further.
Zeke on January 4, 2018 at 4:04pm
How can I get someone in the US
Allan Z. on January 4, 2018 at 7:22pm
Trying. To unlock my online so I had to call. Waiting over an hour. The recording repeats itself say. You be waiting 30 mins. 15 min later recording comes on says the same thing... you have a 30 min wait. They need more workers to help there customers..Can’t use my atm card to take money out
Anthony I. on January 6, 2018 at 11:32am
How can people be pleased with phone service when wait time is always approx 25 minutes!!!
Ally on January 12, 2018 at 9:44am
Hi Allan, we appreciate your patience and we're working for higher than normal call volumes. You can also chat with us online at ally.com anytime for assistance. Apologies for any frustration caused!
Ally on January 12, 2018 at 9:47am
Hi Anthony, we're currently experiencing much higher than normal call volumes. We apologize for any frustration caused and are actively working to resolve the issue. Thanks for your patience!
Ally on January 12, 2018 at 10:46am
Hi Zeke, just give us a call at 1-877-247-2559 or chat with us online at ally.com anytime, 24/7.
Ned S. on January 16, 2018 at 5:15am
Are you guys kidding? Who writes this? You guys have the absolutely worse customer service in the world. Half the time you can't understand them & the other half of the time they give you a piss poor excuse why they can't help you.
Ally on January 18, 2018 at 11:22am
We're sorry to hear you've had that experience, Ned. We'll be sure to pass your feedback along to the team.
Dave on April 3, 2018 at 2:00pm
Terrible service with car loan, multiple calls, long wait times and absolutely no follow up!!
Not a. on April 17, 2018 at 1:29pm
you would have to be out of your mind to believe these ppl. Read their reviews ... It will tell the real story.
gary b. on February 14, 2019 at 4:41pm
I have used ally financial on before occations to purchase trucks. I purchased a new truck through ford credit and the interest rate is 5.84. can you beat this? the pay off is $20279.99 thank you.
Ally on February 19, 2019 at 10:00am
Hi Gary, please chat with your local dealer to determine what financing options you may qualify for through your dealer and Ally. You can use our Dealer Locator Tool to find a dealer: https://www.ally.com/auto/dealer-locator/
Sandy W. on March 26, 2019 at 10:39am
My experience with customer service has been terrible. You get different answers from different reps. A supervisor, Kevin, employee number 1040719, gave me wrong information yesterday which resulted in me losing $953.78. He just said sorry. No accountability for giving wrong information. I am a single, disabled mom trying to get my son through college. They do NOT care about their customers.
Ally on March 26, 2019 at 3:42pm
Hi Sandy, we’re sorry to hear your frustration. If you’ll send us an email to allycommunity@ally.com with your full name, phone number, and details of the issue you’re experiencing, we’d be happy to have a team member look into this further and give you a call directly to assist.
Jeffery on April 18, 2019 at 2:31pm
Your customer service is HORRIBLE!! Two hours on hold to have the agent hang up on me and lock my account. I'm going to have to get a lawyer to get my money back from this bank......I wish i would have never heard of them.
Ally on April 22, 2019 at 11:26am
Hi Jeffery, this is not what we like to hear. If you’ll send us an email to allycommunity@ally.com with your full name, phone number, and details of the issue you’re experiencing, we’d be happy to have a team member look into this further.
Linda P. on July 1, 2019 at 1:48pm
This article may have been true in 2011. Customer service, account accuracy is just awful. Your errors should not take several calls, chats and emails to fix!
Ally on July 3, 2019 at 3:22pm
Hi Linda, we’re sorry to hear your frustration. If you’ll send us an email to allycommunity@ally.com with your full name and phone number we’d be happy to have a team member reach out to you to discuss your experience.
Shane S. on July 31, 2019 at 12:50pm
I am not happy. I want to speak to someone in the U.S., not in India, when I call a help line.
Ally on August 6, 2019 at 4:36pm
Hi Shane, if you’ll send us an email to allycommunity@ally.com with your full name and phone number we’d be happy to have a team member reach out to you directly.
Jeremy J. on August 24, 2019 at 2:51am
Where do you all get off? Your approval rating is 23% according to FOX and CNN. I have been trying to contact anyone in your agency for 4 weeks now, as I am shipping my car from one island to another, and have received no support, saying they are not allowed to make calls but sure can when you are late on a payment. Reported to JAG as SCAM.
Ally on August 28, 2019 at 1:44pm
Hi Jeremy, we’re sorry to hear your frustration. If you’ll send us an email to allycommunity@ally.com with your full name and phone number, we’d be happy to have a team member reach out to you directly to assist further.
Michael on October 23, 2019 at 2:48pm
Customer Service Agents are very nice, however they all speak with extremely heavy accents. There have been multiple times I've had to hang up and call again in hopes to get an agent that speaks more clearly. It can be quite frustrating having to ask them to repeat what they are saying several times. I don't want to come off as rude but it's imperative in customer service that your clients can understand you clearly.
Silence D. on November 6, 2019 at 10:23am
Their customer service is horrible. I entered my account info offer the phone 3 times unsuccessfully. Tried to log into my account and was unable to. Called the number on the upper right of the home page of the website, they asked how old I was and then hung up the phone. Tried calling the number back and it said it was out of service. Horrible customer service.
Ally on November 6, 2019 at 4:53pm
This is not what we like to hear. If you’ll give us a call at 1-877-247-2559 one of our team members will be more than happy to address your concerns.
Penny S. on February 14, 2020 at 4:16pm
Not this customer!!!
Ryan K. on March 2, 2020 at 11:31am
I have to say, bit it's night and day for me. I hate to be this way but when I speak with a representative stateside, they are wonderful, among the best of all the finance companies I deal with. However when I get the line offshore, sounds like perhaps India, it's almost always a challenge and often I cannot communicate complex situations or get detailed answers. If your concern isn't on the script, it can be impossible to communicate. Plus the prevalence of Indian scam call centers always puts my guard up as much as I try to be open minded. But the first thing they always say is "can I have your SSN#?" I hate the idea of my SSN# and debit card being shared with anyone in another country where the laws and oversight may be lacking. I say this only because I work and have worked in banking and finance for decades, and I've been horrified at the way I've seen NPI handled at certain institutions (though I have absolutely ZERO reason to suspect Ally of this in particular, I'm
Ally F. on March 5, 2020 at 12:57pm
Been working on this issue since 10/24/2019, over 14 hours of phone calls, and at least 10 different representatives, cannot get them to fix the issue. They issued the title for a leased vehicle incorrectly and as of today 03/05/2020 the representative, Craza is telling me the Lease Department will NOT take the call because "they have done everything they can and already told me that " I am CURRENTLY on hold , this is my second call today , and this call is now at 1hour and 23 minutes!!
Ally on March 13, 2020 at 7:35pm
If you’ll send us an email to allycommunity@ally.com with your full name and phone number, we’d be happy to have a team member reach out to you directly to assist further.
Kevin C. on March 24, 2020 at 11:29am
I’ve been trying for three days to contact ally auto,several times a day, all I get is due to high volume were unable to take your call, can’t log in , it says they don’t recognize my vin number, Strange, cause i owe them 30k on my auto loan,.......very frustrating!!!!!!
Ally on March 26, 2020 at 6:48pm
Hi Kevin, we’re sorry to hear your frustration. Our Auto team is experiencing higher than usual call volume, and is working as quickly as possible to assist all customers. You can also try chatting with us at ally.com, or sending a secure message in your Ally Auto dashboard. If you’re interested in deferring an Auto payment, you can also do so online at ally.com/auto. Just log in with your username and password.
Todd on March 31, 2020 at 10:47am
I've been calling for a week to get my online account unlocked so I can make a payment. No reason it should have been locked in the first place but now every time I call it sends me all the way through the prompts only to play a recording saying my call can't be answered. I sent an email to the allycommunity email 4 days ago with no response. Can't get into the chat or message center as that requires a login which is locked out. I understand the circumstances of the world right now but this is unacceptable.
Ally on March 31, 2020 at 11:00am
Hi Todd, we’re sorry to hear your frustration. Our team is experiencing higher than usual call volume, and is working as quickly as possible to assist all customers. We received your email and have shared with our Executive Customer Relations team, who should be reaching out to you soon to assist further. We apologize for the delay!
Worst C. on July 13, 2020 at 8:25pm
15 calls placed in the last month to have them correct a mistake they made on my car payment. I have been hung up on multiple times, yelled at and waited for over 45 minutes to be told the issue would be resolved and then have it not be. I am not sure how this company is still in business with this type of customer service. I am horrified that they think treating a client like this is acceptable. This entire situation is entirely their fault and I am having to be treated in the most atrocious of ways because they are not capable of having anyone resolve a simple issue. Disgraceful.
Ally on July 13, 2020 at 9:21pm
We’re sorry to hear your frustration. If you’ll send us an email to allycommunity@ally.com with your full name, phone number, and details of the issue you’re experiencing, we’d be happy to have a team member look into this further and give you a call directly to assist.
Hans on July 20, 2020 at 12:49pm
I've had the worst experience with your customer service. Being friendly doesn't make up for dragging your feet for multiple days trying to process an urgent request. I can't legally drive my car because of how slowly you all have been.
Ally on July 20, 2020 at 1:55pm
Hi Hans, this is not what we like to hear. If you’ll send us an email to allycommunity@ally.com with your full name, phone number, and details of the issue you’re experiencing, we’d be happy to have a team member look into this further and give you a call directly to assist.
Chester d. on October 7, 2020 at 4:40pm
I need to talk to a human for the auto is not working out
Ally on October 8, 2020 at 4:44pm
Hi Chester, you can give us a call at 1-888-925-2559, one of our team members will be more than happy to help assist you.
Elizabeth W. on November 5, 2020 at 11:29am
i've been trying to contact your auto loan company for days now and continue to get hung up on before I can even get a rep on the phone. Your website refusing to take any of my bank account info. The email chat sends me back to the phone and I get the automated service hangs up on me right away. Would love to pay my loan but you are not leaving me any options.
Ally on November 5, 2020 at 11:55am
Hi Elizabeth, we’re sorry to hear your frustration. If you’ll send us an email to allycommunity@ally.com with your full name, phone number, and details of the issue you’re experiencing, we’d be happy to have a team member look into this further and give you a call directly to assist.
J k. on January 8, 2021 at 10:19am
Ally is the worst
Tamara on January 20, 2021 at 3:07pm
AGREED! THIS IS HANDS DOWN THE WORST CUSTOMER SERVICE I'VE EXPERIENCED IN MY LIFETIME. All foreigners who just give you the run around every time you call and can never actually assist you. If you've had a similar experience, I would highly suggest turning in your complaint to BBB and also the DIFS.
Mary S. on January 28, 2021 at 3:53pm
Are you kidding me! I have been holding for customer service for 2 HOURS. And 22 minutes and I’m still waiting for someone to pick up the call. I want to speak with someone in the US who can actually help me .
Vinnie on February 1, 2021 at 10:18am
I have made 6 phone calls to resolve issues regarding late charges that were applied to me due to Ally's delays on processing my paperwork...due to covid per them. 6 calls later I now have a hit to my credit score. Still not resolved, I would appreciate a call from an American call center who can resolve this issue....PLEASE!!!
Isaiah R. on February 10, 2021 at 9:31pm
Not fully understanding how so many people are so happy with this financial institution. Every time I call no one is helpful I have paid over $23,000 oh my car loan and I’m not eligible for any payment assistance during these trying times. I think that there is for sure some flawed information with this article as I can tell you right now a lot of people I know that use Ally financial are not happy.
The 1. on March 1, 2021 at 2:20pm
Calls and emails are going unanswered for weeks. You used to have great customer service. Now it's the worst I've ever had for any account I've ever had anywhere. I can't wait to close my account.
Mona L. on March 4, 2021 at 12:02am
I disagree. Can't get connected to my account for two months now. don't bank with Ally. unknow Id? password- unk
Donna o. on April 19, 2021 at 10:43pm
I have been trying to call the investment department about a question on my application but can not get through. I have tried many different times of the day and no results. If this is the customer service that I will get, I am glad I am NOT opening an account.
John M. on May 4, 2021 at 6:38pm
How do I get in touch with someone located in the United States?
Brian P. on August 11, 2021 at 1:41pm
Bought a car two days ago, why do I have to wait so long to hear from anyone about setting up an account/making payments. I was told by an outsourced agent that I would have to wait 45 days...my first payment is due in 45 days so how does that make sense?
HORRIBLE on September 28, 2021 at 8:48am
WAITED 2 HOURS WITH CUSTOMER SERVICE JUST TO BE DISCONNECTED
Ally on September 28, 2021 at 8:49am
Hi, this isn’t the experience we want you to have. We’ll be sure to pass this on to our team.
Sean R. on October 29, 2021 at 8:57am
When I first got the loan (09/2017) with Ally everything was great. If I had any questions i could call they would walk me through everything step by step. Very encouraging, however, here lately its been a NIGHTMARE!! I can not seem to get any that speaks english as a first language, and if I ask any question I seem to get a responds of "hum, Yeah ok.... " followed up by another question. Example ................... Actual conversation............. Me: "Where is the car's title going to be sent to?" The operator: "hum, Yeah ok. What is the model of the car" Me: "? I thought you had all my information pulled up on your screen?" The operator: "hum, Yeah ok." silence Me: "ok, so where is the car's title going to be sent to again?" The operator: "hum, Yeah ok. What is the model of the car?" Me: "? Again, hum, I thought you had all my information pulled up on your screen?" followed by "? Can you understand me?" "I'm not sure you can understand English" The opera
Ally on October 29, 2021 at 8:58am
We hate hearing this, Sean. We’ll be sure to share your feedback with our team.
Andrew L. on December 15, 2021 at 1:01am
Need to talk to someone I’ve been behind on payments
Ally on December 15, 2021 at 1:02am
Hi Andrew, thanks for reaching out. Please give us a call at 1-888-925-2559, so we can assist further.
Lisa C. on December 17, 2021 at 1:33pm
Every time I call it’s at least a 20 minute wait and I hang up. You should at least offer a callback option. This was my first and last time using Ally. Am not pleased.
Ally on December 17, 2021 at 1:34pm
Hi Lisa, we’re sorry to hear this. We’ll be sure to share your feedback with our team.
Tony on January 31, 2022 at 2:49pm
You guys don't answer the phone, that's a Bogue statement
Ally on January 31, 2022 at 2:50pm
Hi Tony, we hear your frustration. Have you tried chatting with us online at ally.com?
Adanma A. on February 8, 2022 at 4:36pm
Worst customer service I’ve ever experienced. So bad that I sought out a place to write my review. If you can avoid opening an account with Ally Lending or using this institution for any transactions, I high recommend you run. Within a few months of opening an account with them, someone or some system screwed up processing a transaction. The responsibility of fixing the problem was placed solely on me, then customer, even though I accurately enabled automatic transfers and ensured there was more than enough money to cover said transaction. Ally Lending displayed zero accountability and offered no assistance in resolving the issue they caused. In summary, if you are financially responsible and want an institution you can trust or at the very least rely on to fulfill their obligations, Ally Bank is not the financial institution for you.
Ally on February 8, 2022 at 4:37pm
Hi Adanma, we’re sorry to hear your frustration. Please give us a call at 1-888-568-0186, so we can assist further.
Carlton on February 17, 2022 at 7:07pm
My father has spent hours trying to contact Ally Bank for a very important matter. My siblings and I have all tried to help him. We are on hold for hours and can't get in touch with anyone. The worst customer service I have ever experienced anywhere in my life.
Ally on February 17, 2022 at 7:08pm
Hi Carlton, we’re sorry to hear this! We’ll be sure to share this with our team. Have you tried chatting with us online at ally.com?
David on February 19, 2022 at 8:04pm
The 24/7 customer service talk to a live person is a lie I called at 5 and it send me to voicemail
Ally on February 19, 2022 at 8:05pm
Hi David, we hear your concern. Have you tried chatting with us online at ally.com?
James on February 22, 2022 at 6:35pm
This a lie. Their customer service is no better than Xfinity or Verizon.
Ally on February 22, 2022 at 6:36pm
Hi James, our team would be happy to discuss this further with you if you’ll give us a call at 1-877-247-2559.
Jose D. on March 20, 2022 at 12:49am
What it’s a Personal Property Tax?
Ally on March 20, 2022 at 12:50am
Hi Jose, please give us a call at 1-877-247-2559, so we can assist further.
La on April 7, 2022 at 9:53am
What’s the customer service speak to some phone number
Ally on April 7, 2022 at 9:54am
Hi, please give us a call at 1-877-247-2559, so we can assist further.
Dina R. on April 18, 2022 at 12:54pm
Absolutely horrible company! My mother passed away they owe money on her vehicle sent out a letter in March haven’t heard from them cents can’t reach them on the phone. Horrible just horrible
Ally on April 18, 2022 at 12:55pm
Hi Dina, we’re sorry to hear this! We’ll be sure to pass this on to our team for further review. Have you tried chatting with us online at ally.com?
Gladys on May 14, 2022 at 11:58am
21 Days and counting trying to get through to customer service this is not acceptable I will never ever do business again with Ally and lord knows I will never ever refer you to my family and friends
Ally on May 14, 2022 at 11:59am
Hi, we don’t like hearing this. Have you tried chatting with us online at ally.com? We’ll be sure to share your feedback with our team.
Julianna G. on May 25, 2022 at 8:30am
Hello, I was hoping to contact a live person to help me instead of a answering machine. I have another buyer that is looking to pay off the total of what we owe on the vehicle. The of course once her bank pays off our loan then the vehicle and the title belong to her. Is there anyway she can pay over the phone?
Ally on May 25, 2022 at 8:31am
Hi, please give us a call at 1-888-925-2559, so we can discuss this further with you.
Shannon T. on May 31, 2022 at 5:12pm
Hello, I rarely post these type of comments however my patients are running low with Ally's customers service. I understand that outsourcing can be an efficient way of managing consumers service. I've had my account since 2017 I utilized your payment arrangement option for April 2022 an May 2022 to avoid being late. Unfortunately the payment was never processed and when my credit report was pulled in May for underwriting on my house it showed this account late. I called your customer service provided them the payment confirmation which was scheduled for 5/2/22 in the amount of 994.19. The could not explain why the amount was not drafted to avoid the late payment. I made the payment and requested to speak with a supervisor so I could request a good faith payment removal letter so I could provide it to underwriting for my house and the other credit agencies. I was told it would take 2 weeks for a supervisor to make contact with me and 90 days for the matter to be considered for resolu
Ally on May 31, 2022 at 5:13pm
Hi, we hear your concern. We’ll be sure to share your feedback with our team. Have you tried chatting with us online at ally.com?
bob c. on June 13, 2022 at 6:26pm
absolutely HORRIBLE costumer service extreme wait times to speak to a real manager and no one knows whats going on ! oh and thier automated teller sucks !!
Ally on June 13, 2022 at 6:27pm
Hi, we hear your frustration. We’ll be sure to share your feedback with our team.
LT on June 21, 2022 at 2:07pm
hahahaahhaaaaa....and we determined THAT was a lie! It would be nice to speak to someone in the USA
Ally on June 21, 2022 at 2:08pm
Hi, we hear your concern. Have you tried chatting with us online at ally.com?
Marva H. on July 27, 2022 at 8:08am
I HAVE BEEN TRYING TO LOG INTO MY ACCOUNT. NO MATTER WHAT I CAN'T LOG IN. CAN YOU HELP ME CHANGE MY PASSWORD
Ally on July 27, 2022 at 8:09am
Hi, our team would be happy to help if you’ll give us a call at 1-877-247-2559.