Ally Bank

We are in receipt of your correspondence case # [redacted] dated February 3, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On February 8, 2017, a detailed response has been emailed and mailed to the above referenced individual Due to privacy concerns, we are unable to provide you with any additional details in this matter We thank you for taking the time and effort to bring this issue to our attention If we can be of further assistance, please contact us at the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time

We are in receipt of your correspondence case [redacted] dated May 22, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On May 31, 2017, a detailed response has been emailed to the above referenced individual Due to privacy concerns, we are unable to provide you with any additional details in this matter We thank you for taking the time and effort to bring this issue to our attention If we can be of further assistance, please contact us at the [redacted] ***

We are in receipt of your correspondence case # [redacted] dated October 6, 2016, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concernsPlease be assured that we are working to resolve this matter as quickly as possibleA detailed response has been sent directly to the above referenced individual on October 13, Due to privacy concerns, we are unable to provide you with any additional details in this matterWe thank you for taking the time and effort to bring this issue to our attentionIf we can be of further assistance, please contact us at the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time, and Saturday, 8:a.mto 5:p.mEastern Time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I wholly disagree with Ally's point of view They have done nothing to help me close accounts and even now continue to drag their feet with the transfer of my IRA account which has been pending with them since 5/12/and they refuse to supply me with an accurate and honest status report They have admitted in writing that they have screwed up and mishandled all of these transfers and closeouts and yet they do nothing to remedy the situation My extreme amounts of time and effort with this mess have to be compensated in order for me to accept closure Thanks for your help Regards, [redacted] ***

March 16, 2016Dear [redacted] ***:Thank you for forwarding [redacted] ’s complaint to our attention regarding the handling of his transaction dispute.We have thoroughly reviewed the facts and circumstances regarding [redacted] ’s concernsPlease be assured that 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, as well as all applicable state and federal banking laws.On January 20, 2016, [redacted] contacted our Customer Care Department and initiated a dispute for the transaction on December 21, 2015, from [redacted] .COM (a “merchant”), for $It is our understanding that [redacted] authorized the payment, but did not receive the agreed upon services.The following day, the dispute was reviewed by our Dispute Resolution TeamThe team concluded the transaction was a merchant dispute, as it did not meet the definition of an error under Regulation EIn an effort to assist [redacted] in disputing the transaction with the merchant, we sent him the enclosed letter along with a Cardholder Statement of Dispute form to complete and return to us.On February 8, 2016, we received the accurately completed paperworkActing on his behalf, our Dispute Resolution Team submitted the dispute information to the merchant on February 9, 2016, in an attempt to have the transaction reversed.Please be aware that the investigation process for a merchant dispute can take up to days to complete, once the necessary paperwork is received from the customerWe regret that the timeframe it takes to complete [redacted] ’s merchant dispute with [redacted] .COM does not meet his expectations.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:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time.Sincerely,Elizabeth R***, Executive Resolution Specialist, Ally Bank

July 23, 2014Dear ***:Thank you for forwarding ***’s complaint regarding her check deposit and restricted account access.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by ***.• On Tuesday, July 8, 2014, we received a deposit from ** [redacted] with a note that the check could be counterfeitAs the check did not display any discernable alterations, we deposited the check into her account.• On Thursday, July 10, 2014, we received notification the check was not honored by the paying bank due to the check being altered/fictitiousAs a security measure, we placed a restriction on ***’s account and sent her account to our Loss Prevention Department for review.• On Monday, July 14, 2014, ** [redacted] spoke with a Loss Prevention Specialist and ** [redacted] requested her account to be closedThe Specialist informed ** [redacted] the check was altered/fictitious and the account was under review.• On Tuesday, July 15, 2014, ** [redacted] spoke with a Loss Prevention Specialist and again requested her account to be closedThe Specialist informed ** [redacted] the account would be closed and a check would be issued to her.• On Wednesday, July 16, 2014, an Executive Resolution Specialist emailed ** [redacted] that we had received her concerns, and that as a courtesy we reimbursed her deposited item return fee of $Also as she requested, we closed her account and mailed her a check for the balance in the account.We thank her for bringing this to our attentionHer experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiencyIf you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:am to 4:pm Eastern Standard Time.Sincerely,

June 5, Dear [redacted] ***:Thank you for forwarding ***’s response dated May 29, 2014, to our attentionWe have responded to his comments as shown in blue text below.I wholly disagree with Ally's point of viewThey have done nothing to help me close accounts and even now continue to drag their feet with the transfer of my IRA account which has been pending with them since 5/12/and they refuse to supply me with an accurate and honest status reportThey have admitted in writing that they have screwed up and mishandled all of these transfers and closeouts and yet they do nothing to remedy the situationMy extreme amounts of time and effort with this mess have to be compensated in order for me to accept closureThanks for your help.We have thoroughly reviewed ***’s complaint and the delay in closing his Individual Retirement Account (“IRA”).• On May 12,2014, he spoke with our Contact Center regarding transferring his IRA Savings Account to another financial institutionWe advised him to request an IRA transfer form from the other financial institution and send us the completed form with a signature guarantee.• On May 21, 2014, we received the Request for Transfer form (“form”) from [redacted] Bank; however, the form did not include a signature guarantee.• On May 23, 2014, we returned the form to ** [redacted] via [redacted] , tracking number [redacted] , which was delivered on May 27, 2014.• On May 27, 2014, we sent ** [redacted] via email a [redacted] shipping label to use when sending back the notarized formIn the email, we also informed ** [redacted] that once we received and reviewed the form, we would send the funds overnight to [redacted] Bank.• On May 29, 2014, we received the notarized form.• On May 30, 2014, we informed ** [redacted] that we had received the form, closed his account and sent the funds to [redacted] Bank via [redacted] .While we empathize with ***’s inconvenience and frustration he experienced, as noted in our prior responses, as a policy we do not provide compensation.Based on this response and our previous responses, 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:am to 4:pm Eastern Time.Sincerely,

We are in receipt of your correspondence case # [redacted] dated June 19, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concernsPlease be assured that we are working to resolve this matter as quickly as possibleA detailed response has been sent/given directly to the above referenced individual on June 28, Due to privacy concerns, we are unable to provide you with any additional details in this matterWe thank you for taking the time and effort to bring this issue to our attentionIf we can be of further assistance, please contact us at the Executive Resolution Group, [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time, and Saturday, 8:a.mto 5:p.m Eastern Time

September 9, Dear [redacted] ***, Thank you for forwarding [redacted] ’s complaint regarding his disputed Point of Sale (“POS”) transactionsWe are sympathetic to his experience and understand his concernOn September 1, 2015, we processed a provisional credit to [redacted] ’s account for $This total represents the POS transaction from [redacted] in the amount of $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 claimIn an effort to protect our customers, our security team is always monitoring our customers’ accountsOn August 29, 2015, we identified potentially suspicious transactions and contacted [redacted] to verify their validity, but had to leave a messageThat same day, [redacted] returned our call and confirmed that the charges were unauthorizedWe 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 cardOn 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 transactionsUpon noticing that the transactions posted, [redacted] called our Contact Center and submitted a dispute for each transactionA provisional credit was issued on September 1, 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 chargeOn September 3, 2015, [redacted] called our Contact Center and was provided with the [redacted] tracking numberOn September 4, 2015, [redacted] received and activated his debit cardWe thank [redacted] for bringing this to our attentionHis 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 efficiencyIf you have any further questions, please feel free to contact the Executive Resolution Department, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday 8:a.mto 5:p.mEastern TimeSincerely,Michelle S [redacted] Executive Resolution Specialist

December 22, 2014Dear [redacted] ***,We have updated information to provide regarding [redacted] ’s complaintOn December 16, 2014, we removed [redacted] ’s account restrictionOn December 12, 2014, we received a readable copy of his paystub, and unreadable copies of his birth certificate and driver’s licenseOn December 15, 2014, we received a readable copy of his birth certificate and an unreadable copy of his driver’s licenseOn 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 accountIf you should have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:am to 4:pm, Eastern Standard TimeSincerely,Michelle S Executive Resolution Specialist

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

[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] ***

June 24, 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 $on June 12, When we placed the extended hold of five business days, we emailed him a funds availability noticeThe 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 $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, 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 CCAs 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 ServiceThis service links an Ally Money Market Account or Ally Online Savings Account to an Ally Interest Checking account to transfer funds in increments of $throughout the day, if necessary, when there are not sufficient funds in the Interest Checking account to pay transactionsAdditional 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:a.mto 8:p.mEastern Time and Saturday 8:a.mto 5:p.mEastern Time.Sincerely,Michelle S*Executive Resolution Specialist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Customer Identification Program (CIP)A bank need not establish the accuracy of every element of identifying information obtained, but it must verify enough information to form a reasonable belief that it knows the true identity of the customer31CFR § PARAGRAPH(2)Regards, [redacted] * [redacted]

We are in receipt of your correspondence file # [redacted] dated June 28, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On July 6, 2017, a detailed response has been emailed and mailed to the above referenced individual Due to privacy concerns, we are unable to provide you with any additional details in this matter We thank you for taking the time and effort to bring this issue to our attention If we can be of further assistance, please contact us at the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time

December 2, Dear [redacted] ***: Thank you for forwarding [redacted] ***’s complaint to our attention regarding the closure of his Interest Checking account.We have thoroughly reviewed the facts and circumstances regarding [redacted] ***’s complaint• On October 1, 2015, [redacted] ***’s Interest Checking Account balance became negative by $We have confirmed that [redacted] did not have transaction alerts setup for his Interest Checking Account in our Online Banking system.• On October 8, 2015, we attempted to call [redacted] to resolve the negative balance, but were unable to reach him• On October 12, 2015, an Overdrawn Notice was sent to [redacted] ***’s address on fileThe 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 October 29, 2015, a second Overdrawn Notice was sent to [redacted] ***’s address on file• On November 9, 2015, [redacted] initiated a $transfer from his external account to his Ally Bank Interest Checking Account• On November 12, 2015, we exercised our right of setoff described in Section of the Ally Bank Deposit Agreement, and withdrew $from [redacted] ***’s Online Savings Account to lower the negative balance in his Interest Checking AccountOn the same day, in accordance with the rights described in Section of the Ally Bank Deposit Agreement, [redacted] ***’s Interest Checking Account was closed with a negative balance of $A closure letter was mailed to [redacted] ***’s address on file• On November 16, 2015, we received [redacted] ***’s credit transfer from his external accountHowever, since the Interest Checking Account was already closed, the credit could not be posted.• On November 17, 2015, we reopened [redacted] ***’s Interest Checking Account and credited the $transferThe account was then closed once againWe have confirmed that as of the date of this letter, the information relating to [redacted] ***’s account has not been reported to our Collection Agency or [redacted] As of December 2, 2015, [redacted] has an outstanding balance of $We ask that [redacted] contact Ally Bank to resolve this matter as soon as possibleIf you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern TimeSincerely, Joseph H [redacted] Executive Resolution Specialist Ally Bank

January 14, New Roman","serif 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 usOn January 9, 2015, per [redacted] ***’s request, we closed her accounts and sent the funds to her registered external accountThe 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 impactedPlease 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 impactedPlease 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:am to 4:pm Eastern Time.Sincerely, Michelle S [redacted] Executive Resolution Specialist

June 10, 2015Dear [redacted] ***,Thank you for forwarding [redacted] ’s complaint regarding his disputed Automated Teller Machine (“ATM”) transaction.We are sympathetic to his experience and understand his concernThroughout this process, Ally Bank complied with Federal Regulation E in the timely handling of the disputed electronic transactionOn June 3, 2015, we credited ** [redacted] ’s account for $100.00.We have thoroughly reviewed the facts and circumstances regarding the handling of ** [redacted] ’s claim of nonreceipt of funds from his ATM transactionOn June 1, 2015, ** [redacted] notified us that his account was debited for an ATM withdrawal of $100.00; however, he did not receive the fundsThat same day, we initiated an investigationOn June 3, 2015, we completed our investigation and credited ** [redacted] ’s account the $On June 6, 2015, we sent ** [redacted] a letter regarding the completion of the investigation.If you have any further questions, please feel free to contact the Executive Resolution Department, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday 8:a.mto 5:p.mEastern Time.Sincerely,Michelle SExecutive Resolution Specialist

We are in receipt of your correspondence case # [redacted] dated July 13, 2016, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns Please be assured that we are working to resolve this matter as quickly as possible A detailed response will be communicated directly to the above referenced individual by way of telephone or letter Due to privacy concerns, we are unable to provide you with any additional details in this matter We thank you for taking the time and effort to bring this issue to our attention If we can be of further assistance, please contact us at the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because, this is probably my closing statement:I've received the check, but as a matter of correctness, MsSosin doesn't seem to be fully acknowledging the deposit agreement as a whole, as she is only referencing the part of the deposit agreement that is convenient to herIt doesn't matter to her that I have recorded phone conversations which directly conflict with her closing statement eitherShe seems to want to find any way to say that I the consumer is completely wrong about the situation from start to finish.I submit that Ally Bank's customer service at all levels is severely lacking consistency, process adherence, and consideration for humanityAlly Bank has also done nothing to deal with the unkind treatment that I have received at both agent and ECR level, and in fact has declined to, by saying "well what do you expect me to do." I remember vividly the lack of respect for me, when I requested Quade to contact me later, since I was at the hospital with my mother! Instead he held me on the phone to accuse me and argue with meThe interesting part was that he listened to a recording that proved me right, and he of course continued his behavior laterAs an expert and employee in a global call center company, I would expect better process management, QA, agent coaching, and corrective action proceduresThe issues are mostly a repeat of the same thing once every so often during a yearly cycle, which tells me the same problem pops up regularly and automatically in their systems, and truly is unresolved each time I'm told it is resolved - such as the incidentI have not had this issue at ANY other bank or credit union, including Telcomm Credit Union, which I'm a 4-year member of currently (and my address stays put!)In Ally's willingness to be retaliatory and close accounts, which is documented elsewhere by other customers, Ally demonstrates that it does not value its customers at all.Further, my statement cycle technically does end as/of the date the account is closed, especially in light of Ally's forced and retaliatory closure, which was the result of my good faith report of negligence on the part of Ally's representatives at multiple levelsAlly's representatives consistently obstructed the reports from reaching the correct peopleAs a result of this long period of negligence, which could have cost me my life back in as a result of mishandling of my debit card account (and my insurance co requiring use of mail-order for insulins), I should have closed my account way earlierIt has become apparent that Ally Bank does not care if it becomes negligent, violates its own policies on debit cards, and thus becomes injurious in the process, and dare I say potentially discriminatory to those with medical conditions similar to my own diabetes conditionHere's my closing statement, from Ally's Deposit AgreementI'm sure MsSosin will remember referencing this section in an earlier "final response" as well.From the Ally Deposit Agreement: Closing An AccountWe have the right to close your Interest Checking account, Money Market Account, Online SavingsAccount, or IRA Online Savings Account at any time for any reasonWe may also close your CD orIRA CD at any time for any reason or at maturity without advance noticeIn addition, your accountwill be closed automatically if we do not receive your initial deposit of funds to (i) an InterestChecking account, Money Market Account, or Online Savings Account within thirty (30) days ofthe date on which your account is opened, (ii) a CD within sixty (60) days of the date on whichyour account is opened, or (iii) an IRA within ninety (90) days of the date on which your accountis opened.If your account has a balance when we close it, we will return the remaining funds to you, less anyapplicable penalty, unless prohibited by applicable lawIf you close your account and transactions that we cannot return unpaid (for example, a previouslyapproved/authorized point-of-sale debit card purchase or ATM transaction) are later presented against your account, you authorize us to re-open such account and apply the transactions thatwere authorized prior to account closureWe are not liable for any losses or damage that mayresult from dishonoring any items after your account has been closed.You should cancel any pending or future bill payments before you close your accountIf youraccount is overdrawn when we close it, you agree to pay immediately all amounts you owe us.You may close your CD or IRA CD at maturity without penaltyAny other closure of your CD or IRACD may be subject to an early withdrawal penalty, as described in Section I, Early Withdrawals, ofthis AgreementIRS penalties may apply to IRA CDsSee the Custodial Account Agreement andDisclosure Statement provided at the time of your online application and in your Welcome Kit Sincerely,Casey Benefield