Ally Bank

June 19, 2014
Dear [redacted]:Thank you for forwarding **. [redacted]s complaint to our attention.We sincerely apologize for the misinformation and the multiple calls **. [redacted] had to make in order to fund his Certificate of Deposit (CD) account ending in [redacted]. We have...

added $30.74 to the accrued interest of CD ending [redacted] representing the time period of June 3, 2014 up to and including June 9, 2014.As for background, transfers can be scheduled on non-business days; however, the transfers will be processed on the next available business day. Our customers have up to 60 days to fund CD accounts.
We have thoroughly reviewed **. [redacted]s complaint and the delay in funding his CD ending in [redacted].• On Friday, May 30, 2014 at :11 PM, **. [redacted] opened online two CD accounts. He requested to fund the CD ending in [redacted] for $100,000.00. When he requested to fund CD ending in [redacted] for $185,000.00, he received a message that the request exceeded the daily limit for transferring funds. **. [redacted] spoke with a Contact Center Associate and was given misinformation that he would be able to transfer the funds the following day. **. [redacted] requested CD ending in [redacted] to be closed.• On Saturday, May 31, 2014, CD ending in [redacted] was closed.• On Sunday, June 1, 2014, **. [redacted] opened CD ending in [redacted] online and attempted to fund it for $185,000.00; however, he again received a message regarding exceeding the daily limit for transferring funds. **. [redacted] spoke with our Contact Center and was informed he could initiate the transfer on Tuesday, June 3, 2014.• On June 3, 2014, **. [redacted] spoke with our Contact Center to initiate the transfer, and due to the high dollar amount of the transfer, an additional review and approval was required.• On June , 2014, the request for transfer was reviewed and approved; however, the transfer was not initiated.• On June , 2014, **. [redacted] spoke with our Contact Center and was misinformed of the time frame when the 185,000.00 would be available. **. [redacted] requested to have the transfer cancelled and the account closed. The transfer was cancelled; however, the account remained open.• On June , 2014, **. [redacted] spoke with our Contact Center and requested that the transfer be completed.• On June , 2014, the transfer for $185,000.00 was initiated.• On June , 2014, **. [redacted] spoke with our Contact Center and an Executive Resolution Specialist. The Executive Resolution Specialist sent **. [redacted] an email confirming the funds would be in his CD ending [redacted] by June 11, 2014.• On June 10, 2014, the 185,000.00 was credited to **. [redacted]s CD ending in [redacted]. **. [redacted]s spoke with [redacted], Supervisor of the Executive Resolution Department, and we agreed to provide interest from June 3, 2014 to June , 2014.• On June 11, 2014, we added 30.74 to the accrued interest of **. [redacted]s CD ending in [redacted].Again, we apologize for the misinformation and lack of service **. [redacted] received regarding the transfer of funds. We thank him for bringing this to our attention. We value his relationship and sincerely hope that we will be able to continue our banking relationship with him. His experience is not typical of Ally Banks 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.Executive Resolution Specialist

February 27, 2014
Dear **. [redacted]:
Thank you for forwarding **. [redacted]’ complaint regarding the overdraft debt and the direct deposit issue to our attention.
We have thoroughly reviewed the facts and circumstances regarding **. [redacted]...

[redacted]’ concerns. Outlined below is a chronology of events that led to the account closure.
•    On November 21, 2013, **. [redacted] requested to close her account and open a new Interest Checking Account as her purse containing her checks and debit card was lost or stolen.
•    On November 22, 2013, a new account letter including the full account number was mailed to **. [redacted]. This letter and her full account number were also viewable online.
•    On November 27, 2013, **. [redacted] received a direct deposit to her closed Interest Checking Account. The deposit was returned on November 27, 2013 with a return reason of “account closed”.
•    On December 23, 2013, **. [redacted] informed us she had expected a direct deposit from her employer into her new account on December 18, 2013. As the direct deposit was not in her account, we began the research to determine if we had received the deposit, and if so, why it had not been automatically posted to her account.
•    On December 31, 2013, **. [redacted] informed us the direct deposit was returned and she had received a check from her employer. The direct deposit was not received in the new account due to the account number missing a digit.
•    On January 6, 2014, a debit card purchase was paid causing **. [redacted]’ account to be overdrawn by $0.53.
•    On January 15, 2014, a letter was mailed requesting that **. [redacted] resolve the overdraft or her account may be closed.
•    On February 4, 2014, a second letter was mailed requesting that **. [redacted] resolve the overdraft or her account may be closed.
•    On February 12, 2014, **. [redacted] spoke with a Contact Center Supervisor and was provided deposit options to resolve the overdraft. During this call, **. [redacted] informed the supervisor that she had provided her employer with a blank check in order to establish direct deposit by March 2014.
•    On February 17, 2014, **. [redacted] spoke with a Contact Center Supervisor who informed her that the account would be closed the next day as the balance in the account had been negative since January 6, 2014. The supervisor also offered to provide her the information to mail a deposit to resolve the overdraft, but **. [redacted] declined the information.
•    On February 18, 2014, her Interest Checking Account was closed.
We understand **. [redacted]’ frustration in regard to her employer establishing her direct deposit with the correct information. Unfortunately, we will be unable to waive the balance owed to Ally Bank. **. [redacted] can remit payment of the balance owed to Ally Bank, P.O. Box 951, Horsham, PA 19044. Upon receipt of payment, **. [redacted] may apply for a new account.
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,

Thank you for forwarding [redacted] complaint to our attention regarding the privacy and security of [redacted] information.We have thoroughly reviewed the facts and circumstances regarding [redacted] complaint. The privacy and protection of our customer’s information is a top...

priority at Ally Bank and we apologize for the delay in resolving this matter.[redacted] was attempting to utilize the Popmoney® service Ally Bank offers. In order to use this service you must have a unique email address as well as a unique phone number. It was determined [redacted] prior joint account holder had registered this service under their profile using her mobile phone number.During several calls from January 28, 2015 to April 7, 2015, our Contact Center attempted to assist [redacted] by asking [redacted] to provide an alternative number for Popmoney®; however, this was not a viable solution for [redacted]. On April 20, 2015, with the help of our Popmoney® service provider, we were able to make [redacted] mobile phone number available for this service. [redacted] was able to successfully access Popmoney®.We sincerely apologize for the delay in resolving [redacted] access to Popmoney®. 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] 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 me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:30 am to 4:00 pm Eastern Time.Sincerely,Joseph Heath Executive Resolution Specialist

---------- Forwarded message...

----------From: Executive Resolution Group<[redacted]>Date: Mon, Feb 9, 2015 at 12:21 PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]" <[redacted]>
Good Afternoon Ms. [redacted],
On February 5, 2015 we did reimburse Mr. [redacted] $15.00 for the returned check fee.   
If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 am to 4:00 pm, Eastern Standard Time.
Sincerely,
 
Michelle S[redacted]
Executive Resolution Specialist  |  Deposit Operations
P O Box 951 MC: 190-FTW-I20
Horsham, PA 19044
T + ###-###-####  |  F + ###-###-####  |  [redacted]

December 2, 2015
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 $48.06. 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 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 October 29, 2015, a second Overdrawn Notice was sent to [redacted]’s address on file.
• On November 9, 2015, [redacted] initiated a $20.00 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 28 of the Ally Bank Deposit Agreement, and withdrew $0.58 from [redacted]’s Online Savings Account to lower the negative balance in his Interest Checking Account. On the same day, in accordance with the rights described in Section 35 of the Ally Bank Deposit Agreement, [redacted]’s Interest Checking Account was closed with a negative balance of $48.06. A closure letter was mailed to [redacted]’s address on file.
• On November 16, 2015, we received [redacted]’s credit transfer from his external account. However, 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 $20.00 transfer. The account was then closed once again.
We 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 $28.06. We ask that [redacted] contact Ally Bank to resolve this matter as soon as possible.
If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.
Sincerely,
Joseph H[redacted]
Executive Resolution Specialist
Ally Bank

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

[redacted]’s complaint.
 
On October 28, 2015, [redacted] deposited a [redacted] Cashier’s Check, number [redacted], in his account ending [redacted]. [redacted] returned the check to us not paid with the reason “Refer to Maker”. [redacted]’s account was debited for the amount of the returned check and a $7.50 Return Deposited Fee was charged to the account. A letter with a legal copy of the returned check was mailed to [redacted]’s address on file.
 
On November 4, 2015, [redacted] spoke with a Contact Center Associate who provided misinformation that the fee was assessed by the external bank. Later that day, he spoke with a Contact Center Supervisor who approved the refund of the $7.50 Return Deposited Fee. On November 4, 2015, the fee refund was posted to [redacted]’s account ending in [redacted].
 
We apologize for the misinformation provided to [redacted]. We have provided the associate with additional coaching.
If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.
 
Sincerely,
Joseph H[redacted]
Executive Resolution Group
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: 10278072
I am rejecting this response because, this is probably my closing statement:I've received the check, but as a matter of correctness, Ms. Sosin 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 her. It doesn't matter to her that I have recorded phone conversations which directly conflict with her closing statement either. She 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 humanity. Ally 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 me. The 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 procedures. The 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 2012 incident. I 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 levels. Ally's representatives consistently obstructed the reports from reaching the correct people. As a result of this long period of negligence, which could have cost me my life back in 2012 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 earlier. It 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 condition. Here's my closing statement, from Ally's Deposit Agreement... I'm sure Ms. Sosin will remember referencing this section in an earlier "final response" as well.From the Ally Deposit Agreement:
35. 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 reason. We may also close your CD orIRA CD at any time for any reason or at maturity without advance notice. In 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 law. If 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 closure. We 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 account. If 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 penalty. Any other closure of your CD or IRACD may be subject to an early withdrawal penalty, as described in Section I, Early Withdrawals, ofthis Agreement. IRS penalties may apply to IRA CDs. See the Custodial Account Agreement andDisclosure Statement provided at the time of your online application and in your Welcome Kit.
Sincerely,Casey Benefield

June 5, 2014
Dear [redacted]:Thank you for forwarding **. [redacted]’s response dated May 29, 2014, to our attention. We have responded to his comments as shown in blue text below.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 5/12/14 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.We have thoroughly reviewed **. [redacted]’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 institution. We 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 form. In 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 **. [redacted]’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 8:30 am to 4:00 pm Eastern Time.Sincerely,

December 2, 2015
Dear [redacted],
Thank you for forwarding [redacted]’s complaint regarding Ally Bank’s Bill Pay Service (“BPS”).
We have thoroughly reviewed [redacted]’s concern. We regret that the changes to Ally Bank’s BPS did not meet [redacted]’s...

expectations.On November 7, 2015, we made changes to our BPS. We informed our customers that use of the new BPS after November 7, 2015, would evidence their agreement to the terms of the new service. For convenience purposes, we have enclosed Ally Bank’s Online Banking Services Agreement, which includes the changes to the BPS. One of the changes in our BPS included the right to select the method by which to remit funds on our customers’ behalf through the service.
 
We value [redacted]’s relationship and sincerely hope that we will be able to continue our banking relationship with him.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
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:
bank fails to take responsibility for its misappropreiation of my money
further at the time I opened the account they had an executed  W9 on file 
from me which would have satisfied the IRS requirement so no back 
withholding by the bank was necessary at that time 
Regards,
[redacted]

Their customer service is horrendous. Be aware that when you try to call and resolve an issue, they sound very rehearsed and automated. Don't get me wrong, they are polite and friendly, but not helpful whatsoever, and definitely hard to understand. Trying to get them to release a license plate to another leasing company is awful. There is a 24-48 hr process time, and currently, we are on day 4 waiting for this fax. I have been without a car for 6 days and they don't seem to have any desire to resolve this issue. The frustrating part is that we cannot get an answer as to why it is taking longer than 48 hrs to process our request, just that it takes 24-48hrs to process, even though we're past that timeline now. I will not be recommending this company to anyone.

April 17, 2014Dear [redacted]:Thank you for forwarding [redacted]’ complaint to our attention regarding reopening her account.We have thoroughly reviewed the facts and circumstances regarding [redacted]’ complaint. [redacted]’ Interest Checking account was closed on March 20, 2014, for...

being overdrawn $5.05 since February 7, 2014. It is Ally Bank’s policy to re-open an account closed for prolonged negative balance solely to receive monies owed. Afterward, the account will be closed again.Based on our review, it was determined incorrect information about this policy was given to [redacted] on March 25, 2014. After this phone conversation, [redacted]’ repaid the $5.05 owed with the expectation she would have continued use of her Interest Checking account. Due to the incorrect information provided to [redacted], we reopened the closed account on April 8, 2014. As a courtesy, we have refunded the fees incurred by her for sending a money order overnight.We sincerely apologize for the incorrect information [redacted] received. Her experience is not typical of Ally Bank’s level of customer service and does not meet the standards we strive to achieve. [redacted]’ experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associate involved with this issue has been provided additional coaching. With respect to her request for compensation, while we are sympathetic to the frustration she experienced, our reimbursement will be limited to the fees associated with sending the money order.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern Standard Time.Sincerely,

[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 never gave [redacted] my credit card number they was paid from my [redacted] card. When I called [redacted] about the enclosed bill they said that it was not that they got the money from my credit card from Ally bank but that they got the money from an other card then I was billed again through Ally bank.
Regards,
[redacted]

November 12, 2015Dear [redacted],
Thank you for forwarding [redacted]’s complaint regarding an extended hold placed on her deposit.
We have thoroughly reviewed [redacted]’s account ending in [redacted] and the holds which were placed on her eCheck deposits of $3,000.00 on July...

14, 2015 and $5,756.25 on November 4, 2015. When we placed the extended hold of five business days, we emailed her a funds availability notice on July 14, 2015 and November 4, 2015. The notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”.The extended hold applied is consistent with our Funds Availability Policy, located in Section IV on page 28, of the Ally Bank Deposit Agreement dated December 7, 2013. It is also consistent with Federal Reserve Regulation CC. Section § 229.13(d) of Regulation CC, regarding repeated overdrafts, provides that an account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.
We have reviewed our processes and the extended holds applied to [redacted]’s deposits and determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when applied for repeat overdrafts.Since March of 2015, there have been seven (7) occurrences that included fourteen (14) days where her account was overdrawn, or would have been overdrawn, if we had paid additional items. If her account end in [redacted] has no further overdrafts, the extended hold for check deposits will expire on January 12, 2016.
While researching this matter we found check [redacted] for $2,000.00 presented for payment on [redacted]’s account ending in [redacted]; however, her account did not have sufficient funds. We returned the item unpaid and the account was charged an Overdraft Item Returned fee of $25.00. We will not be reimbursing the fee.
If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.
Sincerely,
Michelle S Executive Resolution Specialist

October 9, 2014
Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding the handling of his wire transfer request.We are sympathetic to [redacted]’s experience and understand his concern. We have thoroughly reviewed the circumstances surrounding [redacted]’s...

complaint.• On Saturday, August 16, 2014, [redacted] submitted an Ally Bank Domestic Wire Transfer Request form. As this was a Saturday, his request was reviewed on the following business day, Monday, August 18, 2014. Per the disclosure on the form, if the completed and signed wire form was received and verified by 3:00 p.m. ET on a business day, it would be sent the same business day. If it was received and verified after 3:00 p.m. ET on a business day, it would be sent the following business day.
• On Monday, August 18, 2014, we contacted [redacted] at 1:15 p.m. ET to verify the wire. However, we were unable to reach him and had to leave a message. At 1:34 p.m. ET, we sent [redacted] an email asking him to contact us. [redacted] called us at 1:53 p.m. ET, but unfortunately did not have the information with him needed to verify the wire. He stated he would call us back once he had that information. [redacted] called back at 4:01 p.m. ET and was able to fully verify the wire transfer request. However, as it was past the 3:00 p.m. ET cutoff, the wire was sent on the following business day.
• On August 19, 2014, we processed the wire at 7:25 a.m. ET and sent the funds to the beneficiary, [redacted].
• On August 22, 2014, a member of our Executive Resolution Team attempted to contact [redacted] to discuss his concerns, but he has not yet returned our call.
Our review found no error on our part and while we sympathize with [redacted], as a policy, we do not provide compensation.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

July 2, 2014
Dear [redacted]:Thank you for forwarding **. [redacted]’s complaint to our attention.We have thoroughly reviewed **. [redacted]’s concerns and the following information will provide further clarification regarding the closure of the account.We take the security of our...

customers very seriously. On May 31, 2014, an Interest Checking account was opened under the name of [redacted]. There were two attempts to fund the account via Automated Clearing House (“ACH”) transactions; however, the two requests, one for $3.00 and one for $25.00, were not successful. The external financial institution notified us that they could not locate the account. For security purposes, we placed a debit restriction on the account.The account was funded on June 4, 2014, with an ACH deposit of $35.00 in the name of [redacted] from [redacted]. The day prior, on June 3, 2014, we received a debit in the amount of $50.00 which we returned unpaid due to insufficient funds in the account. On June 5, 2014, an ACH deposit in the amount of $16.00 was received that did not reference a payee name. That same day our Loss Prevention department spoke with two different individuals claiming to be [redacted]. We informed the individuals we required documentation of their identity. Over the course of the next few days we received several items for payment, all for amounts over $200.00, in the name of [redacted].Ally Bank applies a rigorous and comprehensive verification process when reviewing each new account. Given the multiple issues identified during the verification process, the decision was made to restrict the account. The account will remain open and restricted until we are able to complete our security review and confirm the identity of the account holder.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,

Purchased a vehicle thru a Chevy Dealer. Went with Ally due to low interest rate. Big mistake. I sent extra money (as I do with some bills) for the first three months. Usually when doing this with car and house loans the amount paid over goes to the principle. Ally send us a statement for the next month which is lower than what we signed the contract for to pay. I again paid more than what was asked for on the bill. Well, the next month the invoice is for even less than the previous month. I saw that the extra money wasn't going to the principle but rather toward what was being requested each month. Now this should have been the first clue.
So I paid exactly what was on the invoice. I then get a notice three weeks later that we needed to pay an additional $30 or it was going to be reported on our credit as late. We called Ally (another big mistake) to find out why this was happening. We talked to a complete it for about 30 minutes on the phone and she couldn't/didn't understand the problem. Told her to let me talk to her supervisor, who was not any smarter or helpful so we asked to talk to her supervisor. Was told it could take up to 48 Hours to get a call back from a manager.
Long story short. The so called "Manager" called us 6 days later and stated it is a computer problem on their end. They know they have a lot of unhappy and angry customers but they can't fix it at this time. She stated that when a customer pays more than what is due for the month that they credit it to the principal and they also credit it to the next month's bill but that customers are expected to pay the original loan amount and not what the invoice says. She also stated that customers can call every month that they make an overpayment and ask to have the account "rebillied" so that the principle is credited for the overpayment and not the next month's bill. I told her both of those statements make no sense as they are crediting the twice with the same payment but making them call in to get credit for the same payment that they just paid.
We went round and round with her making excuses for why they can't fix their system and that they see nothing wrong in making their customers (hopefully not many for long) do all of this extra work. We have had many auto loans thru the last 5 years. We have never had any problems with overpayments being applied only to the principle and the invoice amount being the same each month.
I will never use Ally again and I will not by at a dealership that uses Ally as their loan company. We will be transferring our load asap.

December 17, 2015
Dear [redacted],
Thank you for forwarding [redacted]’s complaint regarding excessive transaction fees charged to his Money Market Account ending in [redacted].
We have thoroughly reviewed the facts and circumstances pertaining to the fee-related concerns...

expressed by [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 notify our customers each time an excessive transaction fee is incurred. [redacted] has opted to receive his correspondence online.
Between November 18 and December 2, 2015, we sent ten (10) notifications to [redacted] letting him know that the transaction limit had been exceeded 141 times on the account ending in [redacted] and informing him of the fees charged. One of the notification notices and the letters are enclosed for his convenience.
On November 30, 2015, we spoke with [redacted] and confirmed the transactions that created the excessive transaction fees were authorized. [redacted] requested the excessive transaction fees be reimbursed. We empathize with [redacted] and on December 1, 2015, an Executive Resolution Specialist spoke with him and agreed to waive half of the 141 excessive transactions fees he was assessed. On December 2, 2015, we credited [redacted]’s account for $720.00. However, as we have acted in accordance with our Deposit Agreement effective December 7, 2013, we decline to waive the remainder of the excessive transaction fees.
[redacted] may want to consider our Interest Checking account, there's no limit on the number of transactions he can make. He will also get the convenience of our online bill pay service for free. And as his checking balance grows, he could earn a higher interest rate. This account allows him to make deposits by check, Automated Clearing House (ACH) transfer, transfer from another Ally deposit account or wire transfer. [redacted] can make withdrawals by debit card through ATMs and cash back at retail locations, ACH transfer and wire transfer or through unlimited check writing. Debit cards and checks that are ordered will not be issued until we receive and verify his first deposit.
[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 me at the Executive Resolution Department, [redacted], Monday through Friday 8:30 am to 4:00 pm Eastern Time.
Sincerely,
Michelle S[redacted], Executive Resolution Specialist

I've been attempting to transfer the lease on my 2015 GMC Sierra since the end of February... Ally Bank has given me excuse after excuse. They say they receive the applicants paperwork, then they've "lost it" and all of a sudden find it again.... I've had so many people apply who have excellent credit and the process continuously is held up.
After months of complaints and threatening to take legal action, I finally get a hold of the Account Revisions Dept... They finally approved one of the applicants.
Now, they're telling me that there is a safety recall on my vehicle and they can't transfer it because of this and the applicant withdrew because the process took too long. I have someone else applying now... Who knows what will happen!
The problem is, there is no remedy to the recall.
I can understand if I was negligent on getting the recall fixed, but GM hasn't even released a solution for the recall (Recall # N150822) and the Dealership is absolutely baffled as to why they are holding this up... According to the dealership Ally is making "excuses" and the "recall hasn't even been released... there is no solution".
Why am I being held accountable for a vehicle that has a safety recall?
Ally Bank told me they can't knowingly transfer the lease of a vehicle that has a safety recall. BUT, if there is no solution, why is it okay for me to have a vehicle with a safety issue then, which I still have to pay for? Please justify this. I also have asked for this policy to be shown to me on a recent phone call, and Ally Bank was unable to reproduce for me this policy of their re: lease transfers with recalls.
I will soon be contacting my lawyers unless GM or ALLY buys this vehicle back from me. This is appalling and GM should be ashamed to have used this bank who has been arguing with me, giving me excuse after excuse since February.
Additionally, since there is no remedy for this recall, an exception should be made.

May 29, 2015Dear [redacted],Thank you for forwarding on May 21, 2015, [redacted]’s complaint regarding his debit card transaction of $287.21.We sincerely apologize that [redacted]’s customer service experience has not been at the level Ally Bank strives to achieve and maintain. We are sympathetic to his experience and understand his concern. On May 22, 2015, we provided [redacted] with temporary credit of $ 287.21.
We have thoroughly reviewed the facts and circumstances regarding [redacted]’s concerns. As [redacted] stated in his complaint, he has a monthly debit card transaction deducted from his account early each month in the amount of $287.21. The debit card transaction for $287.21 for May 2015, was not debited from his account until May 18, 2015, which left his account in a negative status. On May 22, 2015, an Executive Resolution Specialist spoke with [redacted] and informed him we were providing him with a temporary credit until his next direct deposit posted to his account.In order to avoid this issue in the future, [redacted] may want to consider deducting the scheduled payment after the date of his direct deposit.
The results of our review have been forwarded to Ally Bank’s management team. This information will be used to help improve customer service and efficiency. We apologize for any inconvenience that this experience may have caused [redacted].
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