I just had the WORST banking experience I've ever had in my LIFE. I tried to transfer money to my brokerage account, and due to the large amount of it, my brokerage put a hold on the funds. I called my brokerage and they informed me to call Ally Bank and request the bank to send a fax to the brokerage verifying that I had the funds I was attempting to transfer into my account.
So I called Ally Bank and the representative, after putting me through the phone verification process, informed me that she could not send a fax to my brokerage. Instead, she insisted that the brokerage call Ally Bank to request the information. I told the representative that the brokerage wouldn't do that because of legal reasons. I then asked the representative if she saw the transfer transaction and she said yes. I asked her if the funds were in my account and she said yes. I then asked her why she couldn't send the brokerage a fax on my behalf saying that I had the funds in my account and she put me on hold....I'm waiting...waiting...waiting. She gets back on the phone and said that she couldn't do it because she didn't have a procedure for it. I asked why did she need a procedure to fax a simple verification and she got snippy and put me on hold....waiting...waiting...then she picks up, "Ma'am?" knowing fully that I was a man but attempting to spite me. I didn't answer so she put me back on hold...waiting...waiting...waiting. In the meantime, I was logging onto my account online and I discovered that I had been locked out! When the rep gets back on the phone she tells me the same thing. She then informs me that I need to contact the fraud department.
She puts me through the fraud department and a lady named Fran answers. Fran, after putting me through a lengthy verification process, informed me that some fishy stuff had occurred with my account but she was now lifting the lock on my account. She was then listened and agreed to my fax request and asked for the fax information so that she may fax a letter to my brokerage department. She told me she would send the fax as soon as we got off the phone. I happily provided her the fax info, relieved that MY issue would finally be resolved, and got off the phone. Later that day, I called Fran back to check to see if she sent the fax through and she told me that she had asked her supervisor, David, about it and he said not to do it. I then asked her, "so, when were you going to notify me that my request was going to be denied?" She diverted attention and said she could forward me to another department who could consider my request. I insisted on speaking with David and she obliged. David gets on the phone and I asked him why the fraud department couldn't send my fax through, considering that I had been forwarded to the fraud department when I made my initial request. He said that the fraud department cannot do that and he could forward me to another department. I then asked him why wasn't I notified that my fax request had been denied and he said that we forwarded your request to another department. And I responded, no you didn't, if you forwarded my request to another department you wouldn't be attempting to do it now. I asked him again, why wasn't I notified about my fax request being denied. And he said that he already answered the question. I said, no you didn't, you said you forwarded my request to another department...you never answered the question as to why I wasn't notified of my request denial, even though your employee promised me that she would do it immediately when she got off the phone. He then said that he couldn't answer that question and I asked to speak to his boss Alison Ristine-Hundley.
I wish I could've recorded my conversation with her. She was the most unprofessional representative I've ever spoken to in my entire life. When she picked up the phone, instead of listening to me, she was immediately combative; she hung up the phone on me because I said I was "recording our call" (which I was wasn't); she hung up the phone on me twicemore because she asked me if I was recording our call and I responded, "No, but I recorded the first call"; and she made snide remarks throughout the conversation.
In short, my fax request NEVER went to my brokerage...I spent over 1 hour on the phone with these people for a simple fax...and I felt completely disrespected. I immediately transferred my money out of ally bank and I'm closing my account!
While the interest rates may look appealing, it is NOT worth the hassle banking with Ally Bank!! They have some of the rudest, discourteous staff imaginable and it is a nightmare to call them for simple requests. One of my friends attempted to open a joint account with Ally Bank, and he too, was on the phone with them for several hours over issues that a normal bank could resolve in minutes.