So I reached out first by secure message then 3 phone calls, escalating each time extremely politely. I got a final response from a manager today saying their system says my e-mail didn't fully register and I would be out the $850 too bad no backup options. In hindsight yes I wished I saved the October e-mail saying congratulations on enrolling, but it deleted as it's over 90 days old. They said I should have gotten an e-mail in January, but as I wasn't properly enrolled I didn't get it. So it's he said/they said at this point and they aren't bending.
Just really want to know what my options are I left it there 5 months at a not top of market rate for that great bonus, trusting everything was cool. My next thought was to respond I was sorry they weren't able to resolve it equitably and file an OCC and State compliant and see if anything comes of it (unlikely since I lack compelling proof). But, I wanted to hear come Boglehead options?
Final Message below with resolution...
Well lesson learned for better record retention, but also some good news. I called with my last courteous, but direct phone call and gave the case number and was immediately transferred to a manager who reiterated they were sorry, but they had to apply the bonus fairly to those who specifically followed the rules and because I had no documentation there was no further recourse.
I politely stated I understood their position, but as I felt it was bad faith since I followed every other possible rule and it was disappointing to me they got me on a "gotcha" I would follow up with a compliant to the OCC and CFPB and a certified letter to them to that effect. The manager placed me on hold for a good 10-15 minutes to "check something". She came back on and said they were researching in more detail and would call me back by EOD.
About 15 minutes later a very nice lady who said she was a VP of Customer Relations said since every single other step was followed and it was unclear in their database research why the e-mail didn't make the bonus list and was not paid I would have the $850 credited by EOD Friday.
So lesson learned for next time don't trust the system make a copy of everything, but big points to Ally for owning up that it was likely a glitch on their side and fixing it promptly. Thanks for the advice for now and the future Bogleheads!!