Have had ally for 5+ years. Reason was it is the best paying bank that also passed the Dodd Frank stress test the year I signed up, e.g. it's a pretty safe bank as they go. Most banks paying more are thus not very safe with investments and probably would be less likely to weather a huge financial downturn. Or their great rate is introductory and will change.

Recently I had to do a couple of customer service calls and waited for 3-4+ hours every time. Still highly recommend them. Have never needed in person banking services and their self service website and app is great. But I cancelled my Bank of America account after waiting in person over an hour one time. So basically all banks occasionally have crappy customer service. Ally just actually pays you in return.