Ally Bank

Hello, the only business relationship I have with Ally is investing personal savings through their trading platform.

We are in receipt of your correspondence case # [redacted] dated November 28, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. Please be assured that we are working to resolve this matter as quickly as possible. A...

detailed response has been sent directly to the above referenced individual on December 7, 2017. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time, and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

We
are in receipt of your correspondence case [redacted] dated May 22, 2017,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns.  On May 31, 2017, a
detailed response has been emailed to the above referenced...

individual. 
Due to privacy concerns, we are unable to provide you with any additional
details in this matter.  We thank you for taking the time and effort to
bring this issue to our attention.  If we can be of further assistance,
please contact us at the [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We
are in receipt of your correspondence file # [redacted] dated July 12, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On July 20, 2017,
a detailed response has been emailed and mailed to the above...

referenced
individual.  Due to privacy concerns, we are unable to provide you with
any additional details in this matter.  We thank you for taking the time
and effort to bring this issue to our attention.  If we can be of further
assistance, please contact us at the Executive Resolution Group,
###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

I don’t see how to respond to the complaint on Revdex.com site. I did sent the response back to Ally bank but writing them is like writing to White House – useless, so it is pointless to continue the saga. Thank you and sorry for getting you involved into it. [redacted] Sent from Mail for [redacted]

We are in receipt of your
correspondence case # [redacted] dated July 12, 2016, regarding the above
referenced individual and/or account and welcome the opportunity to respond to
the stated concerns.  Please be assured
that we are working to resolve this matter as quickly as possible.  A detailed response will be communicated
directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to
provide you with any additional details in this matter.  We thank you for taking the time and effort
to bring this issue to our attention.  If
we can be of further assistance, please contact us at the Executive Resolution
Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern
Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

We
are in receipt of your correspondence file # [redacted] dated August 16, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On August 24,
2017, a detailed response has been emailed and mailed to the above referenced
individual.  Due to privacy concerns, we are unable to provide you with
any additional details in this matter.  We thank you for taking the time
and effort to bring this issue to our attention.  If we can be of further
assistance, please contact us at the Executive Resolution Group,
[redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

November 12, 2015Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding the handling of his eCheck deposit and the availability of his funds.We are sympathetic to his experience and understand his concerns. His experience is not typical of Ally Bank’s level of customer...

service and does not meet the superior customer service we strive to achieve.On September 24, 2015, an item in the amount of $49.00, payable to [redacted], was presented for payment; however, [redacted]’s account did not have sufficient available funds to pay the item. As a courtesy, we paid the item which overdrew the account and a $25.00 Overdraft Item fee was charged. That same day an eCheck deposit was received in the amount of $40.00 and the total transactions that day left [redacted] with a negative balance of $10.96.On September 28, 2015, we refunded the Overdraft Item fee which returned [redacted]’s account to a positive balance. [redacted]’s account had been overdrawn a total of eight banking days in the past six months, since his account was overdrawn from August 1, 2015 to August 5, 2015 and then from September 24, 2015 to September 28, 2015. Based on this occurrence, [redacted]’s account became subject to an extended hold.The extended hold applied is consistent with our Funds Availability Policy, located in Section IV on page 28, of the Ally Bank Deposit Agreement dated December 7, 2013. It is also consistent with Federal Reserve Regulation CC. Under Section § 229.13(d) of Regulation CC, regarding repeated overdrafts, an account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the preceding six months the account had a negative balance, or would have had a negative balance had checks and other charges been paid.On October 30, 2015, we received an eCheck deposit in the amount of $65.21 which was subject to the extended hold. On October 31, 2015, we sent [redacted] a funds availability notice that informed him the funds would be available on November 6, 2015.After multiple calls with our Contact Center, [redacted]’s complaint was escalated to our Executive Resolution Department for review. Based on our investigation, we were able to confirm that [redacted] may have had log in issues as our website experienced intermittent outages during the week of his deposit attempt. We also confirmed that [redacted] received misinformation about our eCheck Deposit cutoff time. Effective September 15, 2015, we have extended the cutoff timeframe from 4:00 p.m. ET to 7:00 p.m. ET. As a result of our review, we have refunded [redacted]’s two Overdraft Item fees, totaling $50.00, and removed his account from the extended hold status.On November 9, 2015, an Executive Resolution Specialist spoke with [redacted] regarding the details of our investigation. [redacted] was appreciative of our resolution and has been provided with our telephone number for future reference.We value [redacted]’s relationship and thank him for bringing this to our attention. His experience is not typical of Ally Bank’s level of customer service and does not meet the superior customer service we strive to achieve. [redacted]’s experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associates involved with this matter have been provided additional coaching.If you have any further questions or need assistance in the future, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.Sincerely,Michelle S. Executive Resolution Specialist

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We consider this matter
closed. If you have any further questions, please feel free to contact me
directly. Sincerely, Michelle S[redacted] Executive Resolution Specialist

We are in receipt of your
correspondence case # [redacted] dated November 16, 2016, regarding the above
referenced individual and/or account and welcome the opportunity to respond to
the stated concerns.  On November 23, 2016, a detailed response has been emailed
and mailed to the above...

referenced individual.  Due to privacy concerns,
we are unable to provide you with any additional details in this matter. 
We thank you for taking the time and effort to bring this issue to our attention. 
If we can be of further assistance, please contact us at the Executive
Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m.
Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because I still did not get a reply on why none of the 9 or 10 excessive withdraw letters showed up on my mailbox. It needs to be investigated because I received none of these letters. That is one of the reasons why I believe I should not be charged that many excessive fees if just one of the first few letters would arrived at my mailbox.  The other letter that was drafted on 12/17/2105 regarding unauthorized withdraw I did receive on 12/26/2015. It was sent out on 12/22/2015 according to post office stamp date.  That was the only letter that I received.
Regards,
[redacted]

I just want to close my account...   [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We
are in receipt of your correspondence file [redacted] dated May 23, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On June 2, 2017,
a detailed response has been emailed and mailed to the above...

referenced
individual.  Due to privacy concerns, we are unable to provide you with
any additional details in this matter.  We thank you for taking the time
and effort to bring this issue to our attention.  If we can be of further
assistance, please contact us at the [redacted]

November 11, 2015Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding our bill pay service.We sincerely apologize that [redacted]’s customer experience has not been at the level Ally Bank strives to achieve and maintain. Our Bill Pay technical team did not provide a timely response to his issues.A new bill pay system was implemented on November 7, 2015. One of the enhancements has to do with our eBill service. Instead of our customers having to provide a user ID and password, the bill pay vendor will work directly with the biller, if eBill is available, to receive a Portable Document Format (“PDF”) which will be displayed to our customers. For our customers who have eBills in our current Bill Pay, their payees will convert to our new system, but those customers, including [redacted], will need to set up eBills again. The process is simple, and we sent [redacted] an email notification on November 9, 2015, that he can log in to set them up in the new system.We value [redacted]’s relationship and sincerely hope that we will be able to continue and enhance our banking relationship. We thank him for bringing this to our attention. We found no violation with our Deposit Agreement effective December 7, 2013, or with our Online Banking Services Agreement. The results of our review have been forwarded to Ally Bank’s management team.If you have any further questions, please feel free to contact the Executive Resolution Group, [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.Sincerely,Michelle S.Executive Resolution Specialist

November 11, 2015Dear [redacted]:Thank you for forwarding [redacted]’s complaint to our attention regarding the Return Deposited Fee assessed to his account ending in [redacted]. We have thoroughly reviewed the facts and circumstances regarding [redacted]’s complaint. On October 28, 2015, [redacted]...

[redacted] deposited a [redacted] Cashier’s Check, number [redacted], in his account ending [redacted]. [redacted] returned the check to us not paid with the reason “Refer to Maker”. [redacted]’s account was debited for the amount of the returned check and a $7.50 Return Deposited Fee was charged to the account. A letter with a legal copy of the returned check was mailed to [redacted]’s address on file. On November 4, 2015, [redacted] spoke with a Contact Center Associate who provided misinformation that the fee was assessed by the external bank. Later that day, he spoke with a Contact Center Supervisor who approved the refund of the $7.50 Return Deposited Fee. On November 4, 2015, the fee refund was posted to [redacted]’s account ending in [redacted]. We apologize for the misinformation provided to [redacted]. We have provided the associate with additional coaching.If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time. Sincerely,Joseph H[redacted]Executive Resolution GroupAlly Bank

August 1, 2014Dear [redacted]:
Thank you for forwarding [redacted]’s complaint to our attention.We have thoroughly reviewed the circumstances regarding the unauthorized Certificate of Deposit (“CD”) opened in [redacted]’s name with her personal information.
On...

June 29, 2014, the CD account was opened online on our ally.com website using [redacted]’s personal information, including her Social Security number. Ally Bank complies with the federal Customer Identification Program (“CIP”) requirements, adopted pursuant to Section 326 of the USA PATRIOT Act, which require every financial institution to obtain certain information from new customers and to have reasonable procedures in place to verify the identity of each new customer.Ally Bank is an online bank, and therefore, cannot verify the identity of new customers by viewing documents provided by that customer (such as a driver’s license or a passport) as compared to a face-to-face account opening process. Instead, Ally Bank uses certain information contained in the credit histories of individuals seeking to open accounts at Ally Bank. Ally Bank also uses certain information available in commercially available databases to confirm that the individual exists. This process ensures the information provided by the new customer matches the information obtained from the records of a credit bureau and other available databases. In this case, the information supplied by the perpetrator(s) was sufficient to cause Ally Bank to believe that it was opening an account for [redacted].
On July 15, 2014, the CD account was closed by a Loss Prevention Specialist. A letter stating the account was opened fraudulently was mailed to [redacted] and a voicemail was left on the number provided by [redacted], asking her to contact our Loss Prevention Department. Also on July 15, 2014, [redacted] spoke with our Contact Center and was given our Loss Prevention Department’s contact number. On July 24, 2014, [redacted] spoke with our Contact Center inquiring when a Loss Prevention Specialist would be in contact with her. The Contact Center advised they would submit a second request to our Loss Prevention Department. On July 25, 2014, [redacted] was transferred to our Loss Prevention Department and spoke with a Loss Prevention Specialist who advised she was an identity theft victim and recommended [redacted] contact the credit bureaus and file a police report. The account closure confirmation letter was resent as [redacted] stated she did not receive it. Below we have included a document with tips on handling potential identity theft and fraud. We have also attached a copy of the letter mailed on July 15, 2014.
To respond to [redacted]’s request to have her information purged, the Federal Trade Commission does not have regulatory oversight powers over banks. Rather, the retention of records of banks are governed by the regulations of the United States Department of the Treasury. As Ally Bank is also chartered by the State of Utah, the record retention requirements of the Utah Department of Financial Institutions also apply to the retention of records by Ally Bank.
The regulations of the United States Department of the Treasury require Ally Bank to retain records relative to deposit accounts for a period of 5 years. Accordingly, Ally Bank cannot destroy all record of the deposit account application and related account records for the account opened in [redacted]’s name. These records will be retained by Ally Bank for the regulatory retention period. During that time, Ally Bank will keep this information confidential and protect it from disclosure to third parties.
We are sympathetic to [redacted]’s experience and understand her concern. Her experience has been brought to the attention of senior management, who will use the information to improve customer service and efficiency.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern Standard Time.Sincerely,Joseph H[redacted] Executive Resolution Specialist

We are in receipt of your correspondence case # [redacted] dated December 28, 2017, regarding the above referenced individual and/or account and
welcome the opportunity to respond to the stated concerns. Please be assured
that we are working to resolve this matter as quickly as possible. A...

detailed
response has been sent/given directly to the above referenced individual on
January 5, 2018. Due to privacy concerns, we are unable to provide you with any additional
details in this matter. We thank you for taking the time and effort to bring
this issue to our attention. If we can be of further assistance, please contact
us at Executive Customer Relations, ###-###-####, Monday through Friday, 8:00
a.m. to 8:00 p.m. Eastern Time, and Saturday, 8:00 a.m. to 5:00 p.m. Eastern
Time.

We
are in receipt of your correspondence file # [redacted] dated June 20, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On June 29 2017,
a detailed response has been emailed and mailed to the above...

referenced
individual.  Due to privacy concerns, we are unable to provide you with
any additional details in this matter.  We thank you for taking the time
and effort to bring this issue to our attention.  If we can be of further
assistance, please contact us at the Executive Resolution Group,
###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.