Ally Bank

August 13, 2014Dear [redacted]:Thank you for forwarding [redacted]’s response dated August 4, 2014, to our attention.After carefully reviewing the latest communication, Ally Bank believes that it appropriately and completely responded to the substance of her complaint in our letters dated July 3, 2014, July 16, 2014 and July 30, 2014. Accordingly, no supplemental response is warranted and we are closing our file on this matter.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,Michelle S[redacted] Executive Resolution Specialist

July 17, 2014
Dear [redacted]:Thank you for forwarding [redacted]’s response dated September 13, 2014, to our attention. We have responded to his comments as shown in blue text below.I am rejecting this response because:It is rediculois the I would have to provide my proof of who I am to receive information that was fraudulently used. But the perpetrator does not.Nor did you explain what steps you are taking to try to find the person or persons that did this to meWe have thoroughly reviewed [redacted]’s rebuttal. We want to assure [redacted] we are diligently investigating the unauthorized account openings and are using all resources available to us in that investigation. While we understand [redacted]’s concern, we ask for certain documentation (as outlined in our prior response) from [redacted] as allowed for in the Fair and Accurate Credit Transactions Act, prior to releasing information. Once this documentation is received, we will release the requested information.Based on this response and our previous response, we are considering this complaint closed.If you have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:30 am to 4:00 pm Eastern Time.Sincerely,
Michelle SExecutive Resolution Specialist

June 24, 2015
Dear [redacted],
Thank you for forwarding [redacted]’s complaint regarding an extended hold placed on his deposit.
We have thoroughly reviewed [redacted]’s account and the hold which was placed on his eCheck deposit of $415.62 on June 12,...

2015. When we placed the extended hold of five business days, we emailed him a funds availability notice. The notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”. On June 15, 2015, as a courtesy, we released the extended hold on the $415.62 deposit.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, Section § 229.13(d), regarding repeated overdrafts:
An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.
We have reviewed our processes and the extended hold applied to [redacted]’s deposit to verify Ally Bank’s compliance with Regulation CC. As a result of our research, we have determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when executed for repeat overdrafts.
Since January of 2015, there have been eight (8) occurrences where his account was overdrawn, or would have been overdrawn, if we had paid the items.
We offer an Overdraft Transfer Service. This service links an Ally Money Market Account or Ally Online Savings Account to an Ally Interest Checking account to transfer funds in increments of $100.00 throughout the day, if necessary, when there are not sufficient funds in the Interest Checking account to pay transactions. Additional information can be found online at ally.com, by calling us at ###-###-####, and in our Deposit Agreement, dated December 7, 2013, on page 12.
If you have any further questions, please feel free to contact the Executive Resolution Department, ###-###-####, 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[redacted]
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]

Thank you for forwarding [redacted]’s complaint regarding his disputed debit card transactions.
We are sympathetic to...

his experience and understand his concern regarding the fraudulent transactions. The information provided on the debit card transactions in question included Mr. [redacted]’ s full card details, including his zip code, his CVC2 code (number on the back of his card) and expiration date. While we have systems that help us identify some potential fraudulent activity, the customer is in the best position to identify unauthorized transactions on his or her account. Throughout this process, Ally Bank complied with Federal Regulation E in the timely handling of the disputed electronic transactions.We have thoroughly reviewed the facts and circumstances regarding the handling of Mr. [redacted]’s claim of unauthorized transactions made with his debit card information. On April 2, 2015, Mr. [redacted] notified us that his account had five pending unauthorized transactions. We informed him that we could begin the dispute process once the pended transactions posted to his account. We did offer to restrict his debit card in order to prevent additional unauthorized transactions from occurring. Mr. [redacted] agreed to have his debit card restricted, and a new card was issued to him that day.
On April 4, 2015, only four of the five debit card transactions in question posted to Mr. [redacted]’s account. On April 5, 2015, Mr. [redacted] spoke with an associate in our Contact Center, and we began an investigation of the transactions. On April 7, 2015, Ally Bank provided provisional credit to his account for three transactions for $573.83 each and one transaction for $283.53. On April 8, 2015, we mailed Statement of Dispute forms for him to complete and return to us. On April 9, 2015, we also emailed Mr. [redacted] the Statement of Dispute forms.
Once we receive the completed forms and complete our research, Mr. [redacted] will be notified of the results.
If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 am to 4:00 pm. Eastern Standard Time.
Sincerely,
Michelle S[redacted]
Executive Resolution Specialist

December 24, 2014
Dear [redacted],
Thank you for forwarding [redacted]’s...

complaint regarding her Bill Payment stop payments.
[redacted]’s confidence and trust are of fundamental importance to us, and we take her concerns very seriously.On December 19, 2014, as a courtesy, we credited [redacted]’s account for the $50.00 non-sufficient fee charge she incurred with her Bill Payment Payee. We will not be reimbursing [redacted] for the $9.00 non-sufficient funds fee charged to her Ally account.
We appreciate [redacted]’s feedback and suggestions when placing a stop payment for a Bill Payment. Our Online Banking Service Agreement which was presented to [redacted] when she opened her account includes information regarding Bill Payment stop payments. We have included a copy with this response. We have also included below an excerpt from it pertaining to stop payments.
Canceling Payments; Stop Payments; Refunds or Reversals
• In order to cancel a Bill Payment, you must sign into Online Banking Service and follow the directions provided on the Bill Pay screens.
• A Bill Payment cannot be cancelled or edited after 12:00 p.m. Eastern Time on the fourth (4th) Business Day prior to the Scheduled Delivery Date.
• For Bill Payments that are made via paper check, a stop payment request may be submitted and we must have a reasonable period of time in which to act on such stop payment request.
• For a scheduled Bill Payment, you may place a stop payment request on the ‘Payment Details’ page in Bill Pay or contact us immediately at 877-247-ALLY (2559). You cannot stop payment on a scheduled bill payment within 4 Business Days of the Scheduled Delivery Date.
• If we are successful in stopping a payment, it may take up to seven (7) Business Days for the funds to be credited to your Account.
• Once a payment has been made, you cannot use Bill Pay to request a refund, cancellation, correction, or reversal of the completed payment. In such situations, you will need to contact the Payee’s customer service in order to request a refund, cancellation, correction, or reversal of a completed Bill Payment.
• We may be liable to you if we fail to stop a payment according to your order, so long as your order describes the payment with reasonable certainty, including all identifying information we require, and is received at a time and in a manner that affords us a reasonable opportunity to act on it before the payment is sent or is in process. Except as stated in this Agreement, any stop payment provisions of the agreement governing your Bill Pay Eligible Account that apply to checks will also apply to Bill Pay. Examples of such stop payment provisions include those listing the specific information we require to identify a payment, as well as the definition of “reasonable period of time.”
With regards to [redacted]’s concern regarding her two (2) Bill Pay stop payments, according to our records, the details of what occurred are as follows:
• On Wednesday, November 5, 2014 at 4:15 am EST, [redacted] scheduled a Bill Payment for $100.00 to be delivered on November 12, 2014; we placed the $100.00 payment in the mail. That same day at 12:34 pm EST, an email alert was sent to [redacted] which stated her payment was on its way (please see exhibit A).
• On Saturday, November 8, 2014 at 8:20 pm EST, [redacted], placed a stop payment on the $100.00 Bill Pay.
• On Monday, November 10, 2014 at 11:01 am EST, two (2) email alerts were sent to [redacted], one stated we stopped the $100.00 payment and other stated we were unable to complete the $100.00 payment. (please see exhibit B and C)
• On Friday, November 21, 2014 at 10:43 pm EST, [redacted] scheduled a Bill Payment for $287.00 to be delivered on December 1, 2014.
• On Monday, November 24, 2014 at 2:36 pm EST, we placed the $287.00 payment in the mail.
• On Tuesday, November 25, 2014 at 6:24 am EST, [redacted] placed a stop payment for the $287.00 Bill Payment. That same day at 11:01 am EST, we sent two (2) email alerts to [redacted], one stated we stopped the $287.00 payment and other stated we were unable to complete the $287.00 payment. (please see exhibit D and E)[redacted]’s Bill Payments for $100.00 and $287.00 were never deducted from her Ally account. With regard to [redacted]’s $9.00 non-sufficient fund fee, on December 11, 2014, we returned her Check # [redacted] for $45.00 due to non-sufficient funds and charged her the $9.00 fee. There is no correlation between her Bill Pay concerns and her non-sufficient funds fee.If you have any further questions please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:30 am to 4:00 pm Eastern Time.
Sincerely,
Michelle S
Executive Resolution Specialist

September 2, 2015Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding an extended hold placed on his deposit.We have thoroughly reviewed [redacted]’s account and the hold which was placed on his eCheck deposit of $192.00 on August 24, 2015. When we placed the extended hold of five business days, we emailed him on August 24, 2015, a funds availability notice. The notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”. On August 26, 2015, as a courtesy, we released the hold on [redacted]’s deposit of $192.00.
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, Section § 229.13(d), regarding repeated overdrafts:
An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.We have reviewed our processes and the extended hold applied to [redacted]’s deposit to verify Ally Bank’s compliance with Regulation CC. As a result of our research, we determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when executed for repeat overdrafts.
Since July of 2015, there have been four (4) occurrences that included eleven (11) days where his account was overdrawn, or would have been overdrawn, if we had paid additional items. If his account has no further overdrafts, the extended hold for check deposits will expire on February 12, 2016.[redacted] may want to consider our Overdraft Transfer Service that we offer to our customers. The service links an Ally Money Market Account or AllyOnline Savings Account to an Ally Interest Checking account to transfer funds in increments of $100.00 throughout the day, if necessary, when there are not sufficient funds in the Interest Checking account to pay transactions. Additional information can be found online at ally.com, by calling us at ###-###-####, and in our Deposit Agreement, dated December 7, 2013, on page 12.
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,Michelle S.
Executive Resolution Specialist

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.  The only note I would like to make is that I was told after the fact that my account was closed.  There was no thirty days, it was immediate.  I called and spoke with Rebekkah's supervisor and had it reopened.  I have emails from her to prove this.  I also advised someone that a check for 979.50 was in route and not to send it back.  That is a government check, it takes 2 to 3 pay periods for the new direct deposit to reflect.  Once I found out it was returned, there was nothing else to do. but close my account. 
Regards,
Sabrina High

[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]

May 29, 2014Dear [redacted]:Thank you for forwarding **. [redacted] complaint to our attention.We sincerely apologize for the lack of communication and service [redacted] received regarding the information she provided about transaction amounts being transposed.We have...

thoroughly reviewed **. [redacted] complaint and the delay in responding to her concern.• On May , 2014, [redacted] spoke with our Contact Center and informed us of a system issue involving her transaction amounts being transposed. [redacted] was informed that the information would be sent to our technology team and she would receive a call back. Unfortunately, the information was not forwarded to the appropriate area and [redacted] did not receive the promised call.• On May 16, 2014, [redacted] sent an unsecured email requesting to speak with a manager and receive a call back.• On May 17 2014, our Contact Center responded to **. [redacted] unsecured email; however, [redacted] did not receive the requested phone call.• On May 19, 2014, [redacted] responded to our email, requesting a call from upper management. Our Contact Center sent the request for [redacted] to be contacted by our Executive Resolution Team.• On May 21, 2014, an Executive Resolution Specialist called [redacted] and left a voice mail message.• On May 22, 2014, [redacted] spoke with an Executive Resolution Specialist, who apologized for the lack of communication and explained that we do have processes in place for escalations. We did notify our technical team of the issue.• On May 23, 2013, an Executive Resolution Specialist spoke with [redacted] and informed her that our technical team was working on the system issue with the transaction amounts being transposed. We informed [redacted] that we would keep her informed of our progress in correcting the issue.Again, we apologize for the lack of response and urgency regarding her concern. We thank her for bringing this to our attention. Her experience is not typical of Ally Banks level of customer service and does not meet the customer service we strive to achieve. **. [redacted] 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 issue have been provided additional coaching.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,

September 2, 2015
Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding an extended hold placed on his deposit.
We have thoroughly reviewed [redacted]’s account and the hold which was placed on his eCheck deposit of $192.00 on August 24, 2015. When we...

placed the extended hold of five business days, we emailed him on August 24, 2015, a funds availability notice. The notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”. On August 26, 2015, as a courtesy, we released the hold on [redacted]’s deposit of $192.00.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, Section § 229.13(d), regarding repeated overdrafts:
An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.
We have reviewed our processes and the extended hold applied to [redacted]’s deposit to verify Ally Bank’s compliance with Regulation CC. As a result of our research, we determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when executed for repeat overdrafts.
Since July of 2015, there have been four (4) occurrences that included eleven (11) days where his account was overdrawn, or would have been overdrawn, if we had paid additional items. If his account has no further overdrafts, the extended hold for check deposits will expire on February 12, 2016.
[redacted] may want to consider our Overdraft Transfer Service that we offer to our customers. The service links an Ally Money Market Account or AllyOnline Savings Account to an Ally Interest Checking account to transfer funds in increments of $100.00 throughout the day, if necessary, when there are not sufficient funds in the Interest Checking account to pay transactions. Additional information can be found online at ally.com, by calling us at ###-###-####, and in our Deposit Agreement, dated December 7, 2013, on page 12.
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,Michelle SExecutive Resolution Specialist

November 18, 2015Dear [redacted],
Thank you for forwarding [redacted]’s complaint regarding unauthorized debit card transactions.
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.At Ally Bank, we take the security of our customers’ accounts very seriously. We are committed to making every attempt to protect our customers. Ally Bank complies with Regulation E, which allows customers to dispute electronic fund transfers that meet the definition of an error as defined under the regulation.
We have thoroughly reviewed the facts and circumstances surrounding [redacted]’s concern.
• On November 10, 2015, [redacted] spoke with our Contact Center regarding pending debit card transactions in the amounts of $455.93, $789.05, $340.95, $760.53, $258.49, $789.05, and $776.37 that were being held against the joint checking account ending in [redacted]. We advised [redacted] to contact us if the transactions posted to the joint checking account and we would initiate a dispute. [redacted]’s debit card was deactivated. That same day, the joint owner on the account spoke with our Contact Center, and we deactivated her debit card as well.
• On November 11, 2015, the joint owner spoke with our Contact Center and disputed transactions that posted to the account ending in [redacted] in the amounts of $790.81, $778.10, $762.23, and $790.81; the amounts included Cross Border Fees (“CBA”) and Currency Conversion Assessment Fees (“CCA”). That same day, as part of the dispute research process, we provided provisional credit to the joint account ending in [redacted] in the amount of $3,121.95, which included provisional credit for the CBA and CCA.
• On November 12, 2105, the hold expired for transactions in the amounts of $455.93, $340.95, and $258.49.
• On November 13, 2015, we mailed the joint owner a Cardholder Statement of Dispute form to be completed and sent back to us. Once we receive the completed form, and complete our research, the joint owner will be notified of the results.
For clarification purposes, when a debit card is used as payment to a merchant, there is a two part process that occurs. The day the card is provided to the merchant an authorization is created. This authorization allows the merchant to place a hold on the funds in the account. The second part of the transaction is the debit process. The merchant supplies the financial institution with the authorization in order for the payment to be honored. Specific to this situation, since the merchant had supplied Ally Bank with an authorization, the transactions were honored.
We value [redacted]’s relationship and sincerely hope that we will be able to continue our banking relationship with him. 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, 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

June 18, 2014Dear [redacted]Thank you for forwarding **. [redacted] complaint to our attention.We have thoroughly reviewed **. [redacted] complaint regarding his blocked access to online and mobile banking and the closure of his accounts.On June , 2014, at 241 PM, **....

[redacted] made an eCheck deposit for $2,950.00. Due to security concerns with the eCheck deposit, we placed a restriction on his account and blocked his online access. **. [redacted] spoke with our Contact Center later that day inquiring about his lack of access to his accounts and requested his accounts to be closed. We informed **. [redacted] he needed to speak with our Loss Prevention department and provided him with the phone number. On June , 2014, we posted the eCheck deposit to **. [redacted] account and escalated for review. We placed an extended hold on the funds and emailed **. [redacted] a funds availability notice. The notice stated that These deposited funds are subject to an extended hold because: We received notice that the check may be returned unpaid. If the check is not paid, we will notify you by mail. If the check you deposited is paid, we will refund any fees for overdrafts or returned checks that result solely from additional delays imposed by us. To receive a refund of these type fees, please call 877-247-ALLY (2559). We are available 24 hours a day, 7 days a week. Later that day **. [redacted] spoke with our Loss Prevention department; however, the specialist reviewing **. [redacted] accounts was not available. A short time later, the Loss Prevention specialist, called **. [redacted], but unfortunately she was unable to speak with him and left a voice mail message to inform him the eCheck deposit of $2,950.00 was under review. On June 12, 2014, the check for $2,950.00 was returned to us unpaid with the reason of refer to maker. As a result, we removed the funds from **. [redacted] account.Per **. [redacted] request, we have initiated the process of closing his accounts and a check for the balance in his Interest Checking Accounts (2), Money Market Account (1), and Certificate of Deposit (1) will be sent to his address on file. In order to close his Individual Retirement Account (IRA), **. [redacted] will need to complete an IRA distribution form which was mailed on June 12, 2014, to his address on file.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, [redacted], Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,

August 7, 2014
Dear [redacted]:Thank you for forwarding [redacted]’s response dated July 31, 2014, to our attention.After carefully reviewing the latest communication, Ally Bank believes that it appropriately and completely responded to the substance of his complaint in our letter dated July 24, 2014. Accordingly, no supplemental response is warranted and we are cl[redacted]g our file on this matter.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,Michelle S[redacted] Executive Resolution Specialist

February 26, 2014
Dear **. [redacted]:
Thank you for forwarding **. [redacted]’s complaint to our attention regarding incoming international wire fees.
We sincerely apologize for the misinformation **. [redacted] received regarding correspondent bank...

fees associated with incoming international wires. As a courtesy, on February 21, 2014, we sent him, via Federal Express, an apology letter along with a reimbursement check for $25.00.
We have thoroughly reviewed the facts and circumstances regarding his concerns. On February 4, 2014, when he spoke with our Contact Center, we confirmed that a $25.00 fee had been assessed and deducted from the amount of the wire. However, he was misinformed that the fee was assessed by [redacted] Bank who receives international wires on our behalf. The fee had been deducted from the wire prior to being received by [redacted].
While Ally Bank does not charge customers a fee for incoming international wires, the wire transfer may be subject to a fee by either the sending bank or an intermediary bank prior to being received by [redacted]. The Sender of the wire may have had the option to pass wire origination fee on to the Receiver or an intermediary bank may charge the fee for handling the international wire. If a fee has been charged, it is identified in the “Remarks/Text” section of the wire instructions. I have attached the Wire Advice Report that shows how the wire transfer instructions were received by [redacted]. It confirms that either [redacted] or [redacted] deducted the processing fee of $25.00 from the wire amount before sending the funds to [redacted].
Again, we apologize for the misinformation **. [redacted] received. His experience is not typical of Ally Bank’s level of customer service and does not meet the standard 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 issue have been provided additional coaching.
If you have any further questions or need assistance with your future transactions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:30 am to 4:00 pm Eastern Time.
Sincerely.

January 14, 2015
New Roman","serif"; font-size: 12pt; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">Dear [redacted],
Thank you for forwarding [redacted]’s complaint regarding the suspension of her Bill Pay Service.We are disappointed that [redacted] was not satisfied with her banking relationship with us. On January 9, 2015, per [redacted]’s request, we closed her accounts and sent the funds to her registered external account.
The following are details of what occurred:
• On October 7, 2014, [redacted] opened an Interest Checking account via ally.com.• On November 12, 2014, the account became overdrawn.• On November 14, 2014, the account was brought to a positive balance.• On November 18, 2014, the account became overdrawn.• On November 25, 2014, we attempted to contact [redacted] regarding her overdrawn account but had to leave a voice mail message.• On November 28, 2014, we sent [redacted] a letter informing her that on December 3, 2014, her account would be restricted to “Deposit Only” status and her debit card and Bill Pay Service would be impacted. Please see the enclosed letter.• On December 3, 2014, we restricted the account, inactivated her debit card and suspended her use of the Bill Payment Service.• On December 6, 2014, [redacted] opened an Online Savings Account via ally.com.• On December 8, 2014, the Interest Checking account was brought to a positive balance and we removed the restriction from the Interest Checking account.• On December 9, 2014, [redacted]’s Bill Payment Service and debit card were reinstated.• On December 11, 2014, the Interest Checking account became overdrawn.• On December 17, 2014, we attempted to contact [redacted] regarding her overdrawn account but had to leave a voice mail message.• On December 19, 2014, we sent [redacted] a letter informing her that on December 24, 2014, her account would be restricted to “Deposit Only” status and that her debit card and Bill Pay Service would be impacted. Please see the enclosed letter.• On December 24, 2014, we restricted the Interest Checking account, inactivated her debit card and suspended her use of the Bill Payment Service.• On January 7, 2015, the Interest Checking account was brought to a positive balance.• On January 8, 2015, we removed the restriction from her Interest Checking account and reinstated her Bill Payment Service and debit card.• On January 9, 2015, per [redacted]’s request we closed both of her accounts and sent the funds to her registered external account.If you have any further questions, please feel free to contact me at the Executive Resolution Department, [redacted], Monday through Friday 8:30 am to 4:00 pm Eastern Time.Sincerely,
Michelle
S[redacted]
Executive
Resolution Specialist

December 22, 2014Dear [redacted],We have updated information to provide regarding [redacted]’s complaint.
On December 16, 2014, we removed [redacted]’s account restriction.
On December 12, 2014, we received a readable copy of his paystub, and unreadable copies of his birth certificate and driver’s license. On December 15, 2014, we received a readable copy of his birth certificate and an unreadable copy of his driver’s license. On December 16, 2014, we received a readable copy of his driver’s license and released the restriction on his account. [redacted] is aware we released the restriction and has been using his account.
If you should have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm, Eastern Standard Time.
Sincerely,Michelle S
Executive Resolution Specialist

February 12, 2016
Dear [redacted],Thank you for forwarding [redacted]’ complaint regarding the extended hold on his deposit.We take [redacted]’ concerns very seriously and we regret that his customer service experience did not meet his expectations. We have thoroughly...

reviewed his account and the hold placed on his eCheck deposit of $5,000.00 on February 3, 2016. When we placed the five business day extended hold, we emailed him a funds availability notice. The notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”. Attached is a copy of the notification that was sent.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. Section § 229.13(d) of Regulation CC, regarding repeated overdrafts, provides that an account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.We have reviewed our processes and the extended holds applied to [redacted]’ deposit and determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when applied for repeat overdrafts.Since September of 2015, there have been 14 occurrences that included 16 days where [redacted]’ account was overdrawn, or would have been overdrawn, if we had paid additional items. If his account ending in 7009 has no further overdrafts, the extended hold for check deposits will expire on July 29, 2016.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,Michelle S[redacted] Executive Resolution Specialist Ally Bank.

While I understand the policy now, there was no indication that the hold may occur on the mobile site where I deposited the check.

New Roman"; mso-bidi-font-family: Helvetica;">We have reviewed and addressed the concerns referenced in the
complaint. Please refer to the attached for our response. If you have any
further questions, please feel free to contact me directly.
Sincerely,
Michelle
S[redacted]
Executive Resolution Specialist Ally Bank.