Ally Bank

July 24, 2014Dear [redacted]:Thank you for forwarding [redacted]’s complaint regarding his account.We sincerely apologize for the incomplete information and the delay in reissuing [redacted] an official check for $150.47. [redacted]’s account was not charged any fees by Ally Bank....

With regard to the opening of a new account, we requested address documentation in order to verify his current address. Unfortunately, as noted in his letter, [redacted] is unable to comply.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by [redacted].• On Thursday, February 6, 2014, we issued [redacted] a debit card and mailed the card to 5[redacted], NV [redacted] which was the address on file for [redacted].• On Thursday, February 20, 2014, we received the debit card back from the United States Postal Service with the notation “Return to sender/ Not deliverable as addressed/unable to forward." We restricted the debit card.• On Friday, February 21, 2014, we attempted to contact [redacted] but had to leave a voice mail message. [redacted] returned our call and confirmed we had the correct address. We ordered a new debit card to be sent to the address we had on file.• On Monday, February 24, 2014, the new debit card was issued to [redacted].• On Friday, March 7, 2014, [redacted] activated his new debit card.• On Saturday, March 29, 2014, [redacted] account went into a negative status of $8.54 due to a debit card transaction.• On Saturday, April 5, 2014, [redacted] statement ended for the period and he was paid $0.01 interest leaving his account in a negative status of $8.53.• On April 9, 2014, April 14, 2014 and April 28, 2014, we sent correspondence to [redacted] regarding the overdraft in his account to the address on file. The letter dated April 28, 2014, advised him that if we did not receive payment of the overdraft within ten (10) days of the date of the letter, we would close the account.• On Monday, April 14, 2014, we restricted the use of [redacted]’s account due to the negative balance on his account.• On Friday, May 2, 2014, when [redacted] contacted our Contact Center, he was provided incomplete information regarding making a deposit into his account.• On Monday, May 12, 2014, we charged off and closed the account. We sent [redacted] a letter to the address on file informing him we closed the account.• On Wednesday, May 28, 2014, we reopened his account to post a check deposit of $159.00.• On Friday, May 30, 2014, [redacted] spoke with our Contact Center and changed his address to [redacted], CA [redacted].• On Tuesday, June 3, 2014, we deducted the $8.53 charge off from his account.• On Wednesday, June 4, 2014, we sent [redacted] check #[redacted] for $150.47, which was the balance in the account, to his address on file and closed his account.• On Monday, June 23, 2014, [redacted] spoke with our Contact Center as he had not received the check. We informed [redacted] he would need to complete an Affidavit of Declaration of Loss (“Affidavit”).• On Tuesday, June 24, 2014, we sent [redacted] the Affidavit.• On Monday, July 7, 2014, we received the completed Affidavit. Unfortunately, the Affidavit was not processed in a timely manner.• On Thursday, July 17, 2014, we issued him check #9657 for $150.47 and sent it to the address on file.• On Monday, July 21, 2014, check #9657 for $150.47 cleared Ally Bank.Again, we sincerely apologize to [redacted] for the incomplete information and the delay in reissuing a check. [redacted] will need to reapply for an account when he is able to provide proof of residential address. [redacted]’s 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, 1-888-318-4622, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,Michelle S[redacted] Executive Resolution Specialist

October 9, 2014Dear [redacted],
Thank you for forwarding [redacted]’s complaint regarding his account and access to funds.
We have thoroughly investigated the activity on [redacted]’s account. Please see the following...

for details of our investigation:• On Wednesday, July 20, 2014, [redacted] opened a Money Market Savings account ending in 2353 through ally.com.
• On Saturday, September 13, 2014, [redacted] submitted an eCheck deposit of a United States Treasury check in the amount of $2,251.00.
• On Monday, September 15, 2014, an additional review of the deposit was conducted to determine the validity of the check. That same day, [redacted] spoke with a member of our Loss Prevention team who informed [redacted] of the additional deposit review and requested that he send in a copy of his driver’s license.
• On Tuesday, September 17, 2014, we contacted the United States Treasury office to confirm the validity of the item.
• On Thursday, September 19, 2014, we received a request from the IRS to return the funds deposited into the account on September 13, 2014. [redacted] also spoke with our Loss Prevention Supervisor who informed [redacted] that his funds were being recalled by the IRS and that his Ally account would be closed.
For additional information, [redacted] should contact the U.S. Treasury at ###-###-####, and supply them with the following number: Lead # Ally # [redacted].If you have any further questions, please do not hesitate to contact me directly at ###-###-####.Sincerely,
Michelle S
Executive Resolution SpecialistMichelle S

We have reviewed and addressed the concerns referenced in thecomplaint. 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.

September 9, 2015
Dear [redacted],
Thank you for forwarding [redacted]’s complaint regarding his disputed Point of Sale (“POS”) transactions.
We are sympathetic to his experience and understand his concern. On September 1, 2015, we processed a provisional...

credit to [redacted]’s account for $36.91. This total represents the POS transaction from [redacted] in the amount of $11.91 and the POS transaction for [redacted] in the amount of $25.00.We have thoroughly reviewed the facts and circumstances regarding the handling of [redacted]’s claim. In an effort to protect our customers, our security team is always monitoring our customers’ accounts. On August 29, 2015, we identified potentially suspicious transactions and contacted [redacted] to verify their validity, but had to leave a message. That same day, [redacted] returned our call and confirmed that the charges were unauthorized. We restricted the card, but unfortunately, the Card Member Services Agent involved did not transfer [redacted] to our Contact Center to complete the fulfillment of his request for a new card.
On August 31, 2015, two of the merchants had authorization codes and chose to post their transactions; however, Ally Bank complies with Regulation E, which allows customers to dispute unauthorized electronic transactions. Upon noticing that the transactions posted, [redacted] called our Contact Center and submitted a dispute for each transaction. A provisional credit was issued on September 1, 2015.
In regard to [redacted]’s debit card, a new card was ordered on August 31, 2015, and set for expedited shipping via [redacted] at no charge. On September 3, 2015, [redacted] called our Contact Center and was provided with the [redacted] tracking number. On September 4, 2015, [redacted] received and activated his debit card.
We thank [redacted] 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.
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 Hailey Hennessy’s complaint regarding excessive transaction fees and the closure of her Online Savings Account. We have thoroughly reviewed the circumstances relating to the excessive transaction fees and closing of [redacted] Online Savings Account ending in...

[redacted]. Federal law imposes a limit of six (6) transfers and/or withdrawals per statement cycle. This limitation does not apply to withdrawals and transfers made by mail or at an ATM. If more than the six (6) withdrawals and transfers per statement cycle are made, we charge a $10.00 excessive transaction fee for each transaction that goes over the limit. In addition, if the transaction limit is exceeded on more than an occasional basis, we may close the account. This information is available in our Deposit Agreement and on our website at Ally.com.To further assist our customers, we display the specific number of allowed transactions remaining in the statement cycle when viewing the account online. We also mail letters each time an excessive transaction fee is incurred and our correspondence to our customers is also available online.Between July 10, and September 10, of 2015, we sent five (5) letters to [redacted] letting her know that she had exceeded the transaction limits allowed on the account ending in [redacted] and informing her of the fees charged.On August 16, 2015, we sent [redacted] a letter notifying her that if the account exceeded the transaction limit again in a twelve month period the account would be closed. On September 8, 2015, [redacted] exceeded the transaction limits on her account. On September 11, 2015, we sent [redacted] a letter informing her we would be closing her account on October 9, 2015.The aforementioned letters are enclosed for your convenience. 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[redacted] Executive Resolution Specialist

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

May 23, 2014
Dear [redacted]:Thank you for forwarding [redacted]’ complaint to our attention regarding disputed debit card transactions.We have thoroughly reviewed the facts and circumstances surrounding [redacted]’ claim of unauthorized transactions with his debit card. On February 3,...

2014, [redacted] notified us that an unauthorized debit card transaction in the amount of $477.96 from [redacted] Services had posted to his checking account that day. On February 4, 2014, [redacted] notified us that another unauthorized debit card transaction in the amount of $318.64 from [redacted] Services had also posted to his checking account the prior day.We emailed the Cardholder Statement of Dispute ATM or POS Transaction form to [redacted] on February 6, 2014 for completion. On February 12, 2014, we provided provisional credits to his account for the disputed transactions. We received the completed dispute form on February 14, 2014 and continued the investigation.As part of our investigation, we received documentation from the merchant indicating within the Cardholder Information section that [redacted]’ Ally debit card was to be used for charges. Upon conclusion of our investigation on April 25, 2014, we sent [redacted] letters informing him that we would be reversing the provisional credits based on our determination that the transactions were authorized and did not involve errors governed under Federal Regulation E (Electronic Fund Transfers). We consider the dispute closed based on the rebuttal documentation we received from the merchant.In our letters to the customer, we indicated that we would debit the provisional credits on May 5, 2014 and honor checks, drafts or similar instruments up to the amount of the provisional credit for six business days from the date of the letterand without charge to the customer as a result of an overdraft. Also enclosed with the letters was a copy of the rebuttal documentation from the merchant.If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern Standard Time.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:
What can I say?  Of course they are closing the file on this, because that is what ALLY do.  It's no surprise in the light of their behavior that they've scanned my complaint, re-agreed with themselves that there's nothing out of line with their actions, patted themselves on the back for even bothering to take a look at the complaint (did they really?)  and patly wound it all up, with no recourse from the customer who has been lied to and misinformed, had his account shut down with no avenue to do anything about it.  After all, ALLY would have to act like a proper bank then, wouldn't they.  
This behaviour is what I'm complaining about and what the public should be warned about by negative strokes against their record.  It's tantamount to a bully in the playground who's punched someone in the face simply saying "no I didn't", having you guys pull them up on their appalling behaviour, and them simply reacting by saying "I've thought about it and no I didn't do anything, so I'm not gonna play anymore".  
So that's that then, eh?  
I don't think so.
There are many avenues for letting the public know about this - I would hope that you continue to berate them and negatively assess them for others in the future.  For myself, I will make sure that every forum discussing online banking has a strong voice against them, and will delight in watching their position drop to rock bottom - because that is what they offer:  rock- bottom integrity, aligned with rock-bottom service.  
Regards,
[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]

May 13, 2015Dear [redacted]:
Thank you for forwarding [redacted]’s complaint to our attention regarding our eCheck service.
We have thoroughly reviewed the facts and circumstances regarding [redacted]’s complaint.
When accessing the eCheck service through Online...

Banking on ally.com or the mobile app, our Deposit Agreement Effective December 7, 2013, Page 27, Section IV states:If you make a deposit via eCheck Deposit before 4:00 p.m. ET on a business day that we are open, we will consider that day to be the day of deposit. If a deposit is received by us through eCheck Deposit after 4:00 p.m. ET on a day we are open for business, we will consider that deposit to be made on the next business day we are open.
To further clarify, the following are the facts surrounding [redacted]’s case:
On May 1, 2015, an eCheck was submitted through our eCheck service at 9:28 a.m. ET and was posted to [redacted]’s account at 11:21 p.m. ET that day. At 11:40 p.m. CT, a Funds Availability Notice was emailed to [redacted] stating $200.00 would be available the next business day and $1,300.00 would be available in two business days. In regards to the holds that were applied, this is consistent with the requirements outlined in Regulation CC. Please note, once a deposit is posted to an account, interest begins to accrue that day regardless of the hold(s) applied.
A customer can also view pending eCheck deposits through Online Banking on ally.com or the mobile app, they would access this information by clicking on “Upcoming Transactions” in Online Banking or “Activity” in the mobile app menu.In regards to Automated Clearing House (“ACH”) transfers, if an ACH credit is received by Ally Bank as a Direct Deposit; those funds are available that day. For example, on March 11, 2015, [redacted]’s Social Security Direct Deposit in the amount of $750.00 was received on March 11, 2015, and was posted to her account that morning at 12:59 a.m. ET. There were no holds applied to this transaction.
Ally Bank is chartered by the State of Utah; we comply with all Utah State laws and regulations, as well as all Federal laws and regulations.
Our Contact Center is open 24 hours a day, 7 days a week, 365 days a year and, on June 1, 2015, we will be extending our Deposit Operation’s hours to further improve our customer service experience.
We thank you for bringing this to our attention. [redacted]’s feedback 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 feel free to contact me at the Executive Resolution Group, [redacted], Monday through Friday 8:30 a.m. to 4:00 p.m. Eastern Time.
Sincerely,Joseph H
Executive Resolution Specialist

March 6, 2014
Dear **. [redacted]:
Thank you for forwarding **. [redacted]’ complaint regarding deposit issues to our attention.
We have thoroughly reviewed the facts and circumstances regarding **. [redacted]’ concerns. Based on this...

review, we have concluded that her current statements and issues are substantially similar to her Revdex.com Complaint Case #[redacted]. Given that Ally Bank has previously responded to the majority of these statements and issues, we are enclosing a copy of our February 27, 2014 response for your review.
Considering that **. [redacted]’ desired outcome is different, please see the additional information outlined below.
•    The letter mailed on January 15, 2014, advised **. [redacted] if the overdraft was not paid, her account would be placed on a “Deposit Only” status as of January 21, 2014. It explained she could remit a wire, initiate an ACH transfer through Ally or another financial institution, or send a check payable to Ally Bank in the included postage paid envelope for the overdraft amount.
•    On January 21, 2014, **. [redacted] account was placed on “Deposit Only” status.
•    On February 13, 2014, check number 1002 dated February 5, 2014, for $25.00 was returned unpaid due to the account status.
With respect to her request for compensation, while we are sympathetic to the frustration she experienced, as a policy, we do not provide compensation.
If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern Standard Time.
Sincerely,

May 8, 2014
Dear [redacted]:Thank you for forwarding **. [redacted] response dated May 1, 2014, to our attention. We have responded to his comments as shown in blue text below."I am rejecting the business' 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."
If a deposit is made via eCheck Deposit before 4:00 pm. ET on a business day that we are open, we will consider that day to be the day of deposit. If a deposit is received by us through eCheck Deposit after 4:00 pm. ET on a day we are open for business, we will consider the deposit to be made the next business day we are open.
**. [redacted] made an eCheck deposit on Friday, March 14, 2014, at 7:22 p.m. ET. Since this was after 4:00 pm. ET, the deposit was posted on the next business day which was March 17, 2014. The email notification of the five business day hold was sent to **. [redacted] on March 17, 2014 at 10:11 p.m. ET.**. [redacted] made another eCheck deposit on Thursday, April 17, 2014, at 7:08 p.m. ET. Since this was after the 4:00 pm. ET, the deposit posted on the next business day which was April 18, 2014. The email notification of the five business day hold was sent to **. [redacted] on April 19, 2014 at 12:44 a.. ET.
To clarify **. [redacted] position that he should have been notified in one day, we draw your attention to our letter May 1, 2014: The notification needs to be sent no later than the First Business Day, not within one day. 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.” Notices of the extended hold for March 17, 2014, and April 18, 2014 were sent to **. [redacted] by email no later than the first business day after the deposit. It should be noted that regardless of the hold, interest began accruing on the funds on the day of the deposit."Furthermore, I was never notified how long the hold was going to be in place on my account."
We have enclosed both **. [redacted] email notifications sent on March 17, 2014 and April 19, 2014 which state that the hold on his eCheck deposit is for five business days.
"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."
The Funds Availability Schedule in the Deposit Agreement is sent or made available to our customers at the time the customer first opens an account at Ally Bank. Accordingly, the information about this hold policy was made available to **. [redacted] before he deposited the check. 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, which is also available on Ally.com.
We appreciate the feedback from **. [redacted] regarding how we notify of a deposit hold. His suggestion will be presented to our management team.With the completion of 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, [redacted] Monday through Friday 8:30 am to 4:00 pm Eastern Time.Sincerely,

December 24, 2014Dear [redacted],
Thank you for forwarding [redacted]’ complaint regarding the handling of her compromised account.We sincerely apologize to [redacted] for the misinformation she received with regard to receiving a provisional credit for $87.00. On...

December 22, 2014, we reimbursed [redacted] for the $9.00 Overdraft Item Paid fee. On December 23, 2014, we credited her account ending in [redacted] for $87.00, closed the account and transferred all the funds to her account ending in [redacted].We have thoroughly reviewed the facts and circumstances surrounding [redacted]’ claim of an unauthorized check on her account ending in [redacted]. On December 10, 2014, [redacted] spoke with our Contact Center and notified us that a remotely created check numbered [redacted] for $87.00 had posted to her account and was unauthorized. The check transaction [redacted] was disputing as unauthorized was from Savings Makes Money, an online payday loan company. The loan company had [redacted]’ account number, email address, Internet Protocol address and also an order number.
A restriction was placed on her account ending in [redacted] and a new account ending in [redacted] was opened. Unfortunately, [redacted] was misinformed that a provisional credit would be provided. That same day, an investigation for the unauthorized claim was routed to our Loss Prevention Department for review.
On December 10, 2014, a Loss Prevention Specialist spoke with [redacted] and informed her we would send her an Affidavit of Forgery to complete and return. On December 12, 2014, the Loss Prevention Specialist sent [redacted] the Affidavit of Forgery. On December 19, 2014, we received the completed form. On December 23, 2014, we credited [redacted]’ account ending [redacted] for the $87.00.
We sincerely apologize for the misinformation [redacted] received in regards to a provisional credit. [redacted]’ experience is not typical of Ally Bank’s level of customer service and does not meet the standard we strive to achieve. Her experience has been brought to the attention of our management team. The associate involved with this issue have been provided additional coaching.
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 23, 2015
Dear [redacted],
Thank you for forwarding [redacted]’ complaint regarding the handling of her bill payments.
We are sympathetic to her experience and understand her concern. 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. However, the bill payment to [redacted] was initiated and authorized by [redacted] and does not meet the error definition. [redacted]’ indicated that she had forgotten about the scheduled bill payment when she made a second payment, via other means, directly to [redacted]. She will need to contact [redacted] to request a refund of the second payment. As a courtesy, we have refunded $100.00 in overdraft fees to [redacted].We have thoroughly reviewed the facts and circumstances regarding her bill payment activity and have included copies of our Online Banking Services Agreement and our Deposit Agreement which were presented at account opening.
The details of what occurred are as follows:• On August 26, 2015, [redacted] scheduled a bill payment for [redacted] in the amount of $5,889.24 with a scheduled delivery date of August 27, 2015.• On August 27, 2015, per [redacted]’ instructions, we sent the electronic bill payment for [redacted] in the amount of $5,889.24.• On August 28, 2015, when we attempted to debit [redacted]’ account for the $5,889.24 payment, there were not sufficient funds in her account and a $25.00 Overdraft Item Return fee was charged.• On August 30, 2015, we sent [redacted] an alert that there were not sufficient funds in her account and we would try to debit the payment in four business days.• On September 2, 2015, [redacted] contacted us via secure email regarding the $25.00 Overdraft Item Return fee and we agreed to refund her the fee as a courtesy which occurred on September 3, 2015.• On September 8, 2015, we debited [redacted]’ account for the $5,889.24 and charged her an Overdraft Item Paid fee of $25.00. We placed a hold for $5,237.81 on her account ending in 2895 as an offset for the $ -5,237.81 balance in her account ending in [redacted].• On September 9, 2015, check [redacted] was debited from [redacted]’ account ending in [redacted]. We paid the item and charged an Overdraft Item Paid fee of $25.00.• On September 10, 2015, an Automated Clearing House (“ACH”) debit posted to [redacted]’ account ending in [redacted]. We paid the item and charged an Overdraft Item Paid fee of $25.00• On September 11, 2015, as a courtesy, we refunded her $75.00 in overdraft fees which were the fees from September 8, 9 and 10, 2015.The following are excerpts from our Online Banking Services Agreement pertaining to Bill Payments.How Bill Pay Works:• The date you enter for payment is the Scheduled Delivery Date on which Ally Bank will attempt delivery of the payment to the Payee.• Your Bill Pay Eligible Account must be in good standing and have sufficient available funds to cover the requested transfer amount on the Scheduled Deliver Date that you select.• Payments will be initiated prior to the Scheduled Delivery Date you select. Payments delivered electronically will be initiated one Business Day prior to the Scheduled Delivery Date; payments delivered via paper check will be initiated 4 Business Days prior to the Scheduled Delivery Date. You will not be able to select a date as your payment’s Scheduled Delivery Date unless it allows for sufficient Business Days after payment initiation, as noted in the foregoing.• The payment amount will be debited from, or charged to the Bill Pay Eligible Account that you designate on the Scheduled Delivery Date you specify. If the Scheduled Delivery Date falls on a non-Business Day, then the Scheduled Delivery Date will be the prior Business Day.• If you do not schedule a payment on or prior to your bill Due Date, or if your Bill Pay Eligible Account is not in good standing, you are fully responsible for all late fees, interest charges or other action taken by the Payee.Payment Authorization and Available Funds:• You authorize Ally Bank to withdraw, debit or charge the necessary funds from your Bill Pay Eligible Account in order to complete your requested bill payments. You also authorize Ally Bank to credit your Bill Pay Eligible Account for payments returned to Ally Bank by the U.S. Postal Service, Payee, or any other third party.• For bill payments funded by Bill Pay Eligible Accounts, completion of a scheduled payment requires availability of sufficient funds on the Scheduled Delivery Date. You agree that you will initiate a bill payment only when a sufficient balance is or will be available in your Bill Pay Eligible Account at the time of withdrawal of funds.• If there are not enough funds available to complete the payment, we or our Vendor may either (a) complete the payment by advancing funds on your behalf or (b) refuse to complete the payment, without regard to whether we may have previously established a pattern of honoring or dishonoring such payments. In either case, we reserve the right to impose an overdraft fee paid or an overdraft returned item fee in accordance your applicable deposit agreement. You agree to pay any fees we may impose, which may vary depending on the action we take. Any negative balance on your Account, or the amount of any advance of funds, is immediately due and payable, unless we agree in writing, and you agree to reimburse us and our Vendor for any expenses incurred in recovering any monies due and owing, including reasonable attorney fees, expenses and any overdraft fee paid or overdraft returned item fees.• At our option, if there are insufficient funds in your Bill Pay Eligible Account on the Scheduled Delivery Date, we may, in our discretion, attempt to debit such payment on a later Business Day. This may result in additional overdraft fees or other expenses.• If our Vendor advances funds on your behalf to complete a payment for which there are not enough funds in your account, you will immediately owe repayment of the amount of the advance directly to our Vendor. Either we or our Vendor may contact you to notify you of the advance and your immediate obligation to repay it to the Vendor.• You agree to immediately repay the amount of any advance made by our Vendor on your behalf to complete a payment for which there are not enough funds in your account by following the instruction of Ally Bank or our Vendor. We or our Vendor may instruct you to repay the advance by depositing adequate funds in your Bill Pay Eligible Account, in which case, we will transfer those funds to repay our Vendor on your behalf. Alternatively, we or our Vendor may instruct you to make the required repayment directly to our Vendor.• Our Vendor is a third party beneficiary of your obligation to repay the amount of any advance made by the Vendor for the purpose of completing a payment.• Whether or not any advance is made or repaid, you are obligated directly to Ally Bank for the amount of our overdraft fees or other expenses in the event that your account does not have sufficient funds to complete a payment.Canceling Payments; Stop Payments; Refunds or Reversals• 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.
The following is an excerpt from our Deposit Agreement effective December 7, 2013 on pages 15 under the section Setoff and Security Interest Rights:
... We may take or set off funds in any or all of your accounts with us and with our parent, affiliates or subsidiaries for direct, indirect and acquired obligations that you owe us, our parent, affiliates and subsidiaries, including any balances as a result of not having sufficient funds available, regardless of the source of funds in an account....
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[redacted]
Executive Resolution Specialist

We want you to know that we take very seriously [redacted]'s concerns. We have reviewed and addressed her concerns referenced in her 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.

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 Ally Bank.

[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 had significant financial damages due to not having my funds available. it took about 2 weeks to have my funds. I had to change my cpa appointments several times due to not having the 1099
 
I expect financial compensation from the company.
 
fact of the matter is that this is not the first time this happened to me with ally bank. the internet is full of complaints of similar nature. witholdng information and my funds is a criminal act. the attorney general has the complaint so does the fdic
Regards,
[redacted]

August 21, 2014
Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding her account and recurring [redacted]® transfer.We sincerely apologize to [redacted] for the misinformation she received regarding her [redacted]® transfer cancellation. We have...

confirmed that the transfer occurred due to the fact that the plan cancellation request was not handled correctly. On August 14, 2014, we credited [redacted]’s account for $200.00 with an effective date of July 28, 2014.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by [redacted].• On June 16, 2014, [redacted] cancelled her scheduled June 25, 2014, recurring [redacted]® transfer for $200.00. The recurring [redacted]® transfer plan was not cancelled and the next payment was still scheduled for July 25, 2014.• On July 22, 2014, [redacted] received an email notification that the scheduled recurring [redacted]® transfer for $200.00 would take place in three business days.• On July 25, 2014, [redacted] spoke with our Contact Center and was informed the recurring plan had not been cancelled in June. She requested the recurring [redacted]® transfer plan for $200.00 be cancelled. The plan was cancelled; however, [redacted] was misinformed that the cancellation would include the pending transfer scheduled for that day.• On July 28, 2014, we deducted the [redacted]® transfer for $200.00 from [redacted]’s account.• On July 31, 2014, [redacted] spoke with our Contact Center and requested an investigation of the [redacted]® transfer for $200.00 of July 25, 2014 as she had been told it would be cancelled when the recurring plan was cancelled.• On August 5, 2014, [redacted] spoke with our Contact Center and was misinformed that the July 25, 2014 transfer was an individual transfer that she must have scheduled.• On August 14, 2014, after we reviewed the events that had occurred, we credited [redacted]’s account for the $200.00 with an effective date of July 28, 2014.• On August 15, 2014, we sent [redacted] a letter regarding the $200.00 credit and requested her to complete and return a Written Statement of Unauthorized Debit form. However, these forms should not have been sent and do not have to be returned.• On August 20, 2014, we sent an email to [redacted] informing her that the Statement of Unauthorized Debit does not need to be completed and returned.We sincerely apologize for the misinformation [redacted] received and the inconvenience this caused her. We thank her for bringing this to our attention. Her experience is not typical of Ally Bank’s level of customer service and does not meet the 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 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,Michelle SExecutive Resolution Specialist

April 8, 2015
Dear [redacted]:
Thank you for forwarding [redacted]’s complaint to our attention regarding the closure of her Interest Checking account and customer service experience.
We have thoroughly reviewed the facts and circumstances regarding [redacted]’s complaint.• On February 6, 2015, [redacted]’s account became negative.• On February 13, 2015, we attempted to call [redacted] to resolve the negative balance; however, we were unable to reach her.• On February 17, 2015, an Overdrawn Notice was sent to [redacted]’s address on file. The notice stated, “Failure to resolve the overdraft may result in your account being closed, payments being returned, collection activity commencing, and/or reporting this matter to [redacted], a consumer reporting agency.”• On March 13, 2015, [redacted] spoke with a Contact Center Associate, who advised she may make a deposit by an Automated Clearing House (“ACH”) transfer, a wire transfer, or overnight a check or money order to Ally. [redacted] advised she would overnight a check as she was unable to link her husband’s external bank account for an ACH transfer.• On March 15, 2015, [redacted] advised the address provided by the last associate was invalid according to [redacted]. [redacted] stated she would send funds via [redacted]. The Contact Center Associate advised we do not accept transfers from [redacted]. The Contact Center Associate placed a request to have [redacted] contacted; however, our Contact Center failed to make the return call to [redacted].• On March 16, 2015, [redacted] spoke with another Contact Center Associate and was erroneously advised that her account would remain open since she advised she was sending in funds.• On March 20, 2015, [redacted]’s Interest Checking account was closed due to the negative balance exceeding 30 days. [redacted]’s [redacted] report was updated with the closure, stating a payment ofPage 2$107.10 was due to Ally Bank. That same day a money order was received in the amount of $110.00 and deposited to [redacted]’s account.• On March 23, 2015, [redacted] applied for a new Interest Checking account.• On March 24, 2015, [redacted]’s application was declined as she had a recent account closure on her [redacted] report.• On March 27, 2015, the overdrawn amount of $107.10 was deducted from [redacted]’s account, and the balance of $2.90 was returned to [redacted] via an official check to her address on file. We also updated [redacted]’s [redacted] record as paid in full.We sincerely apologize for the misinformation provided to [redacted]’s regarding the closure of her Interest Checking account. We thank you for bringing this to our attention. Her 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 issue have been provided additional coaching.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,
Joseph H
Executive Resolution Specialist