Ally Bank

Ally Bank has been good to me up to this point. I have been getting multiple emails from them that they are going to stop sending payments to a specific payee because of address issues with the payee information I gave them. This is my car payment so this specific payee is very important. I have followed the instructions on the email very specifically and manually typed in the address information and it took it and I thought everything was OK. I got an email today saying the payments are going to stop if I don't fix the issue by November 1st 2015. I called customer service and they said the address is not in the system. I told them this is completely unacceptable for my bill pay payee address to disappear from their system. The lady did not offer me a single thing, she just said she was sorry and she couldn't help me. So now what do I do? Of course I will try to do the procedure again but that is b[redacted] c[redacted]. If they stop paying my car payment I will leave ally completely and transfer my bank accounts to Discover Bank.

May 27, 2015Dear [redacted],Thank you for forwarding on May 18, 2015, [redacted]’s complaint regarding access to her account.On May 15, 2015, we received the same complaint from [redacted] through the Consumer Financial Protection Bureau. We responded to her concerns in...

our response dated May 27, 2015, and we have enclosed a copy of that response.If you have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 4:00 p.m. Eastern Time.Sincerely,Michelle S[redacted],
Executive Resolution Specialist

We want you to know that...

we take very seriously your concerns.
We have reviewed and addressed your concerns referenced in your complaint.
Please refer to the attached for our response. If you have any further
questions, please feel free to contact me directly. 
Sincerely, 
Joseph H[redacted]
Executive Resolution Specialist
Ally Bank

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.

May 21, 2015Dear [redacted],
Thank you for forwarding on May 13, 2015, [redacted]’s complaint regarding how we process credit and debit transactions.
We are sympathetic to his experience and understand his concern. By opening and maintaining his account at Ally Bank, [redacted] agreed to the terms of the Ally Bank Deposit Agreement, effective December 7, 2013. One of the provisions of the Deposit Agreement (at the bottom of page 11) states the agreement between Ally Bank and [redacted] as to the manner in which Ally Bank will post transactions to his account. In essence, Ally Bank posts transactions in the order in which they are received by Ally Bank. In the case of [redacted], the order in which the transactions were received and posted to his account correctly resulted in the imposition of the overdraft fee.
The applicable provision of the Deposit Agreement states:
We will generally post deposits and pay checks, post withdrawals and post other debit transactions to your account in the order in which we receive them. However, we reserve the right to post deposits and pay checks and other withdrawals you make from your account regardless of the method of withdrawal in any order we determine. This includes withdrawals made at an ATM or by computer, point-of-sale (POS) transactions, checks, pre-authorized payments and any other means we make available to you. The order in which you make transactions from your account may not be the same as the order in which we post those transactions to your account each business day. The order in which we post your transactions may affect whether you incur fees for insufficient or unavailable funds. We reserve the right to change our order of posting from time to time.We have thoroughly reviewed the facts and circumstances regarding the handling of [redacted]’s account and have found that the posting of the transactions in question were posted in the order in which the transactions were received.
• On April 6, 2015, [redacted]’s beginning balance was $7.05. An Automated Clearing House (“ACH”) debit in the amount of $23.52 posted to his account which resulted in his account having a negative balance of $25.47. Based on the negative balance, Ally Bank charged him a $9.00 overdraft fee. Later that same day, a direct deposit for $388.10 was received and posted to his account which left the account with a positive balance of $362.63. Four (4) other debits then posted to his account which left the balance at the end of the day at a positive $257.64.
• On May 11, 2015, [redacted]’s beginning balance was $1.69. The first transaction received was an ACH debit in the amount of $2.14 which was posted to his account which left his account negative $0.45. No overdraft fee was charged because the overdraft was only $0.45. Ally Bank later that day received a direct deposit of $388.10 which it posted to his account, leaving the account with a positive balance of $387.65. Two (2) other debits then posted to his account which left the balance at the end of the day at a positive $375.15.
We offer an Overdraft Transfer Service. The 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 me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 4:00 p.m. Eastern Standard Time.
Sincerely,
Michelle SExecutive Resolution Specialist

[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]

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[email protected]>Date: Mon, Mar 30, 2015 at 11:29 AMSubject: Fwd: Complaint ID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Fri, Mar 27, 2015 at 2:06 PMSubject: Re: Complaint ID [redacted]To: "[email protected]" <[email protected]>
To Whom It May Concern:
Thank you for your time.  As of today 3/24/15, Ally Bank has returned my money.  It was sent electronically, as it was submitted. 
They had originally said that it was returned on 3/6/15, electronically.  Then they changed their tune and said that I had to wait 10 business days.  After that, they said they mailed a paper check on 3/18.  And today, nearly 10 days after their second lie, it showed up in my account electronically.  As it should have been to begin with.
I think that the Revdex.com should really look into the practices of Ally Bank.  As it has been nearly a month that they have held my money hostage and undoubtedly accrued interest.  They initially cashed the money on a closed account.  Then they also lied to me, the customer, not once but 3 times!  These are questionable practices in my eyes.  
Thank you for your consideration.
Sincerely, 
[redacted]

May 1, 2014
Dear [redacted]:Thank you for forwarding **. [redacted]'s complaint to our attention.We have thoroughly reviewed **. [redacted]'s account and the hold placed on his eCheck deposit of $712.50 posted to his account on April 18, 2014. We placed an extended hold on the funds...

and on April 19, 2014, we emailed **. [redacted] a funds availability notice. The notice stated that "The funds are subject to an extended hold because: The account has repeated overdrafts and funds would be available in five business days.”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 229.13d), 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.
The extended hold was applied as **. [redacted]s account had a negative balance from February 25, 2014 to March 16, 2014.
Federal Reserve Regulation CC, Section 229.13g), also states that notification of a hold on a deposit that is not made in person, must be sent no later than the first business day after the hold is placed. The extended hold was placed on April 18, 2014 and we sent **. [redacted] an email to inform him of the extended hold the following day. It should be noted that regardless of the hold, interest began accruing on the funds the day of the deposit.
As a courtesy, on April 23,2014, we released the hold on **. [redacted]'s deposit. On April 24, 2014, I spoke with **. [redacted] and he requested that his two accounts be closed. On April 24, 2014, we closed **. [redacted]'s two accounts and sent the funds by check to his address on file. **. [redacted]'s concerns have been brought to the attention of our management team. 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,

March 18, 2014
Dear **. [redacted]:
Thank you for forwarding **. [redacted]’s complaint to our attention.
We have thoroughly reviewed **. [redacted]’s savings account closure due to excessive transactions. Federal law Regulation D imposes a limit of...

six (6) transfers and/or withdrawals per statement period (this does not apply to withdrawals and transfers made by mail or at an ATM) on a savings account. If you make more than the six (6) withdrawals and/or transfers per statement period, we charge a $10.00 excessive transaction fee for each transaction that exceeds the limit. This information is disclosed in our Deposit Agreement effective December 7, 2013, in section 10 on page 10 and on our website at ally.com.
**. [redacted]’s savings account ending in [redacted] had excessive transactions in the statement cycles of April 2013, May 2013, September 2013, and January 2014. As a result, on January 28, 2014, the decision was made to close his account. From January 28, 2014, through February 14, 2014, we attempted to contact **. [redacted] via phone and a contact us email, regarding the account closure. On February 18, 2014, the account was closed. Since we did not hear back from **. [redacted] with instructions as to where to transfer the funds, a check for the account balance was mailed to **. [redacted]’s address on file via the United States Postal Service (“USPS”).
From February 26, 2014, through March 7, 2014, **. [redacted] had multiple interactions with our Contact Center regarding the check. On March 7, 2014, an Executive Resolution Specialist spoke with **. [redacted] and advised that we would require an indemnity form to reissue the check. On March 7, 2014, the indemnity form was received. A new check was issued on March 10, 2014, and sent via Federal Express to [redacted].
As a courtesy, on March 13, 2014, $30.00 in excessive transaction fees for the savings account was refunded to **. [redacted]’s Interest Checking Account ending in [redacted]. Due to the non-receipt of the check, **. [redacted] stated he was unable to pay bills and was concerned his credit may be impacted. Our Executive Resolution Specialist offered to send a letter of explanation to **. [redacted]’s creditors regarding the mailing and non-receipt of the check. As of March 18, 2014, **. [redacted] has not advised which creditors to provide the letter of explanation.
We apologize for the delay in resolving this matter and empathize with **. [redacted]’s experience. We thank you for bringing this to our attention. His experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency.
If you have any further questions, please call me directly at ###-###-####, Monday through Friday, 9:00 a.m. to 5:00 p.m. EST.
Sincerely,

[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:
The sentence stating I must be notified of a hold within one day was not met. In both instances of a deposited check being held, I was notified two days later. Furthermore, I was never notified how long the hold was going to be in place on my account. I believe Ally Bank should be required to notify customers of a hold BEFORE the check is deposited to give them another option to deposit or cash the check elsewhere. Ally Bank is using very deceptive tactics to trick their customers into depositing checks and holding their money without full disclosure.
Regards,
[redacted]

November 6, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding the restriction on account ending in [redacted] and subsequent request to close the...

account.We have concerns that this may be an identity theft matter. We have thoroughly reviewed [redacted]’s concerns and the following information will provide further clarification regarding the restriction and request to close the account.We take the security of our customers’ funds very seriously. On July 4, 2014, an Interest Checking Account was opened under the name of [redacted]. The account was funded on July 8, 2014, with an eCheck deposit of $4,004.01 and a debit card was issued. The eCheck deposit initiated an additional review of the account.On July 8, 2014, given there were multiple issues identified during the verification process, the decision was made to restrict the account. On July 24, 2014, the debit card was returned as “Not Deliverable as Addressed”.On July 15, and July 16, 2014, someone claiming to be [redacted] spoke with an Ally Bank Loss Prevention Specialist who requested that the person provide proof of identification (“ID”) and proof of address. The documentation we received did not verify [redacted] to the address we had on file. On July 24, 2014, our Loss Prevention Specialist spoke with someone claiming to be [redacted] and informed the person that the account would remain restricted.Until we are able to complete our security review and confirm the identity of [redacted], the account will remain restricted. The funds in the account will be handled in accordance with the law. Any additional documentation orInformation can be sent via fax to ###-###-#### or via email to [email protected] (attn. Nadia). Our Loss Prevention Department can be reached directly at ###-###-####.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 SExecutive Resolution Specialist

September 11, 2014
Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding unauthorized account openings.We are sympathetic to [redacted]’s experience and understand his concern. All four (4) of the accounts opened under [redacted]’s name have been...

closed.The accounts in question were opened online on our ally.com website on August 17, 2014, using his personal information, including his 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 accounts for [redacted].As part of our account opening process, a welcome kit is sent to the customer that includes a signature card printed with the full Social Security number of the accountholder. The Ally Bank Signature Card contains an Internal Revenue Service substitute W-9 Form (Certification of Taxpayer Identification Number)containing the customer’s complete Social Security number (or individual taxpayer identification number). The Internal Revenue Service requires that the complete Social Security number be displayed on the substitute W-9 form. Accordingly, Ally Bank cannot by law redact or only display a portion of the Social Security number on this form.On August 18, 2014, we mailed [redacted] an Ally Bank welcome kit which listed the opened accounts. That same day, we restricted the accounts due to suspected fraud. On August 19, 2014, we mailed [redacted] a letter requesting that he contact us. On August 26, 2014, and August 27, 2014, [redacted] spoke with our Contact Center. In the later call we informed him the accounts would be closed and provided tips on handling potential identity theft and fraud. On August 28, 2014, we closed all four (4) of the accounts. That same day we mailed a letter to [redacted] confirming the account closures.With regards to his request for the IP address, the FACTA (Fair and Accurate Credit Transactions Act) has a provision that gives identity theft victims the right to request copies of fraudulent account applications and transaction information. The provision states:• The request needs to be in writing• The victim must supply proof of their identity• A police report must be provided• An Identity Theft Affidavit must be provided (our affidavit or FTC affidavit as stated in FACTA)• The name/identity of a federal, state, or local law enforcement agency to which we would also be providing the same informationIf **. [redacted] would like to proceed, please have him forward the above information to Ally Bank, [redacted], [redacted], PA [redacted]. ATTN: Loss Prevention.At Ally Bank we take everyone’s security seriously and are committed to educating consumers about protecting themselves. We have included with this letter a document with tips on handling potential identity theft and fraud.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 4:00 p.m. Eastern Standard Time.Sincerely,Michelle S
Executive Resolution Specialist

February 27, 2014
Dear **. [redacted]:
Thank you for forwarding **. [redacted]’s complaint to our attention.
We have thoroughly reviewed **. [redacted]’s concerns. On November 23, 2013, **. [redacted] spoke with our Contact Center regarding a check for $120.00...

which he advised had been altered and then debited from his account on November 22, 2013.    We informed **. [redacted] that an associate from Loss Prevention would be contacting him. On December 11, 2013, a Loss Prevention Specialist contacted **. [redacted] and advised that in order to make a claim on an altered check with the financial institution that took the check for deposit, an Affidavit of Forgery, Unauthorized Draft or Altered Item Form would need to be completed and returned to Ally Bank. The form was mailed to **. [redacted] on December 11, 2013.
The signed affidavit was received by Ally Bank on December 26, 2013. On December 27, 2013, a Loss Prevention Specialist began the research process to locate the depository financial institution, which was identified on January 8, 2014, as [redacted]. The affidavit and a collection request to return the funds to Ally was sent to [redacted] the same day.
On February 7, 2014, [redacted] rejected the collection request as the affidavit completed by **. [redacted] stated the check was altered. [redacted] believed the affidavit should have stated the check was forged. Upon review of the rejection from [redacted], a Loss Prevention Supervisor made a determination that the check was a counterfeit and credited $120.00 to **. [redacted]’s account. A confirmation letter was mailed to **. [redacted]’s address on file to advise him of the credit.
We apologize for the delay in resolving this claim and empathize with **. [redacted]’s experience. We thank you for bringing this to our attention. His experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency.
If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 a.m. to 4:30 p.m., Eastern Standard Time.
Sincerely,

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. 
I would like to add that [redacted] was prompt and apologetic. My faith in this company and style of banking was renewed by my interaction with her.
Regards,
[redacted]

May 27, 2015
Dear [redacted],
Thank you for forwarding on May 18, 2015, [redacted]’ complaint regarding his online banking access.We are sympathetic to his experience and understand his concern. On May 22, 2015, [redacted] was able to access his account through...

ally.com.We have thoroughly reviewed the facts and circumstances regarding [redacted]’ access to ally.com. According to our records, [redacted] has not accessed his online banking since September of 2011. Since that time, we made updates to our ally.com site. On May 22, 2015, we communicated with [redacted], reset his password, and restored his online access.
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 4:00 p.m. Eastern Standard Time.
Sincerely,
Michelle SExecutive Resolution Specialist

Thank you for forwarding [redacted]’s complaint regarding his recent account application. We sincerely apologize...

that Mr. [redacted]’s customer service experience has not been at the level Ally Bank strives to achieve and maintain. In order to complete our review process for his application, we need either the Confirmation Notification Letter (“CNL”) from the United States Postal Service (“USPS”) or a utility bill. A list of acceptable bills is provided below. 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. In other words, Ally Bank must conclude that the applicants are who they say they are. However, Ally Bank is an online bank and therefore we cannot verify the identity of new customers by viewing documents (such as a driver’s license or a passport) provided in a face-to-face account opening process. Instead, Ally Bank uses the identity information provided by new customers and compares that information to the information about the person contained in certain commercially available databases (such as credit bureaus). Identity information includes the person’s date of birth, Social Security or Taxpayer Identification Number, street address and other information. If the information provided cannot be confirmed in these electronic databases, Ally Bank requests additional information. Ally Bank uses an automated process to review and make decisions on each application. During the review of Mr. [redacted]’s application, we were unable to sufficiently verify his identity. We have thoroughly reviewed the facts and circumstances surrounding Mr. [redacted]’s concern. On April 7, 2016, we received his application for an Interest Checking and Online Savings Account. We could not verify his identity and requested additional documentation. The information we received was insufficient to complete our review. Regrettably, when Mr. [redacted] spoke with our Customer Care Department on April 18, 2016, we did not clarify the issue with the documentation. We requested the CNL which would have been mailed by the USPS to Mr. [redacted]’s new address. What we received was a print out of an online screen from USPS. On April 25, 2016, an Executive Resolution Specialist called Mr. [redacted] and left him a voice mail message and also emailed him regarding the information we require to complete our review process. In part, the email informed Mr. [redacted] to supply the CNL. Mr. [redacted] responded that he would not be receiving a CNL as he did the address change online. Additionally, in our email to Mr. [redacted] we advised if the CNL was unavailable we would accept the following: Utility Bill: MUST be one of the following and cannot be more than 3 months old - Cable - Water - Electric - Gas - Trash/Waste Collection - Internet Bill - Phone Bill – is only acceptable IF the phone number on the bill matches the phone number on the application - Vehicle Title - Bank Statement The documentation can be delivered to Ally either by fax to ###-###-####, or unsecure email to [redacted], or by regular mail to [redacted] 
[redacted] Horsham, PA 19044. This documentation should be submitted as soon as possible since the account application will become inactive 30 days from the time it was submitted. When providing the information, Mr. [redacted] should include his name and case # [redacted]. We sincerely apologize for the miscommunication Mr. [redacted] received. Mr. [redacted]’s experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. We have provided feedback to the associates involved with this issue. 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

Thank you for forwarding [redacted] complaint regarding her account review and the closure of her Interest Checking Account. We sincerely apologize that [redacted] customer service experience has not been at the level Ally Bank strives to achieve and maintain. We have thoroughly...

reviewed the facts and circumstances surrounding her concern. At Ally Bank, we take the security of our customers’ accounts very seriously. We are committed to making every attempt to protect our customers. As part of our commitment, we monitor changes in personal information and deposits on newly opened and existing accounts. The recent deposit of a $3,000 personal check prompted an additional review of [redacted] accounts. During this review we determined that the account was being used for business purposes. While we apologize for any inconvenience the closure of [redacted] account may cause, we do not offer accounts for business use. This is disclosed on Page 2 of our Deposit Agreement, effective December 7, 2013. I have provided the pertinent section of the Agreement below: Additional Rules for Account Ownership: Accounts are only available to fiduciaries and to consumers for personal, family and household purposes. Ally Bank does not offer business accounts. You may not use an Ally account for business purposes. On October 26, 2015, we closed [redacted] account and issued check number [redacted] in the amount of $773.49. This check was sent to the address we have on file via [redacted]. The tracking number for this shipment is [redacted]. 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

[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]

July 3, 2014
Dear **. [redacted]:Thank you for forwarding **. [redacted]’s complaint regarding a negative balance on his Interest Checking account to our attention.We sincerely apologize to **. [redacted] for the lack of information he received regarding the hold placed on the funds in his Online Savings Account.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by **. [redacted].•    On June 24, 2014, the balance in **. [redacted]’s Interest Checking account ending in [redacted] was $4,786.57 and the balance in his Online Savings Account ending in [redacted] was $166.22.•    On June 25, 2014, **. [redacted] transferred $4,000.00 from his account ending in [redacted] to his account ending in [redacted]. **. [redacted], via secure email, contacted our Contact Center and inquired about placing a stop payment on his account ending in [redacted] for check [redacted] for $4,200.00. We asked **. [redacted] to confirm the information and agree to the $15.00 fee. At this time the balance in his account ending in [redacted] was $789.22, and the balance in his account ending in [redacted] was $4,167.94.•    On June 26, 2014, **. [redacted] confirmed the stop payment information; however, check [redacted] for $4,200.00 had already been presented for payment. The decision to pay the check is explained in the Overdraft Transactions section on page 12 of our Deposit Agreement. We placed a hold for $3,410.28 on his account ending in [redacted] as an offset for the $ -3,419.28 balance in his account ending in [redacted], which included a $9.00 fee for Overdraft Item Paid. The available balance in his account ending in [redacted] was $757.66.•    On June 27, 2014, **. [redacted] contacted our Contact Center several times regarding the hold. Unfortunately, we did not explain to **. [redacted] the Setoff and Security Interest Rights disclosed in our Deposit Agreement.
•    On June 30, 2014, **. [redacted] spoke with an Executive Resolution Specialist and requested his account ending in [redacted] be closed and the funds transferred to his account ending in [redacted]. **. [redacted] requested the Overdraft Item Paid fee $9.00 be reimbursed. We completed both his requests. The balance in his account ending in [redacted] is $758.06.Again, we apologize for the lack of information **. [redacted] received. We 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 customer service we strive to achieve. His 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,