Ally Bank

February 17, 2016
Dear [redacted]:Thank you for forwarding [redacted]’ response dated February 8, 2016.After carefully reviewing the latest communication, Ally Bank believes that we appropriately and completely responded to the substance of it in our letters dated January 29, 2016, and February 5, 2016. Accordingly, we are closing our file on this matter.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,
Elizabeth R[redacted]
Executive Resolution Specialist, Ally Bank

This company has horrible customer service! Not one single employee is American so you can barely understand them and no one has ligitimate information. Each person you speak to tells you something different. I'm so fed up with them that I'd rather have them come take my car so I don't have to do business with them again. You can't get in contact with any American or corporate it's very frustrating.

[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 was expecting lies like that. I have my phone records as well which shows how much I have been in contact to get my money back etc. I understand that this is now handled by the attorney general minnesota and fdic
Regards,
[redacted]

February 19, 2016
Dear [redacted],
Thank you for forwarding [redacted]’ response dated February 12, 2016.[redacted] agreed to the terms of our deposit agreement when he opened his account. We value [redacted]’ relationship and thank him for his feedback. [redacted]’ experience and recommendation have been brought to the attention of our management team.
If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.
Sincerely,
Michelle S[redacted] Executive Resolution Specialist Ally Bank.

March 4, 2015Dear [redacted]:
Thank you for forwarding [redacted]’s complaint to our attention regarding his deposits and the closure of his Certificate of Deposit (“CD”) accounts.
We have thoroughly reviewed the facts and circumstances regarding [redacted]’s...

complaint.On February 5, 2015, [redacted] opened four High Yield CDs on ally.com and funded each one for $25,000.00. During the account opening process, [redacted] initiated two $25,000.00 electronic external transfers from his [redacted] account to fund two of the CDs. After initiating the external transfers, our records show two eCheck deposits in the amount of $25,000.00 were deposited to the remaining two CDs. The eCheck Service has a $50,000.00 daily limit. Once the two $25,000.00 eCheck deposits were submitted, [redacted] was not able to submit additional deposits that day.
On February 5, 2015, shortly after opening and funding the four CDs, [redacted] spoke with our Contact Center and requested to have the two eCheck deposits cancelled. Unfortunately, the Associate created a request to cancel the two external transfers from [redacted] instead of cancelling the two eCheck deposits. Due to this error, the two eCheck deposits for $25,000.00 were processed.On February 7, 2015, [redacted] requested our Contact Center to close his four CD accounts and have the funds from the two funded CDs transferred to his external account at [redacted]. On February 9, 2015, early withdrawal penalties were applied and the accounts were closed. A total of $49,603.94 was sent to [redacted]’s external account in two transfers in the amount of $24,801.97.
On February 10, 2015, Ally Bank received a return for one of the eCheck deposits due to insufficient funds. Due to the returned deposit, Ally Bank created an external transfer from [redacted] to return the funds to a now negative account.On February 18, 2015, we refunded the early withdrawal penalty for the CD account that had a negative balance due to the returned deposit. Due to the mishandling of the eCheck deposit cancellation by our Contact Center, we have also refunded the early withdrawal penalty charged on the other CD. We sent the funds in the amount of $406.92 to [redacted]’s external account at [redacted] on February 25, 2015.
We sincerely apologize for the error in handling [redacted]’s request to cancel the eCheck deposits for his CDs. We thank you for bringing this to our attention. His experience is not typical of Ally Bank’s level of customer service and does not meet the superior customer service we strive to achieve. [redacted]’s experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associates involved with this 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

This review is for Ally Bank's Loss Prevention process.

On Friday, February 2, 2018, I received a call from a Loss Prevention Specialist at Ally @ 3:39 PM Pacific Standard Time. I was not available to take the call so it went to voicemail. The caller stated his name, the department he was calling from, and the case number I was to reference when I called back. He asked that I call at my earliest convenience and left me his direct line. I was not able to access the message until later that evening. I figured I would call back on Monday since most banks only run a skeleton crew over the weekend. I did access my account to take a look and see if I could spot any suspicious activity. But I saw nothing to cause concern. So I wasn't particularly worried and figured whatever was going on would be easy to sort out.

On Sunday, February 4, I logged onto my Ally to check my balance and see if a deposit had gone through. But instead of accessing my account, I received a message saying it was temporarily blocked and I needed to contact customer support. I was surprised, to say the least, because up until that moment, I had no knowledge whatsoever that my account would be put on hold. I reviewed the voicemail from the Loss Prevention specialist and he did not mention it at all. I called the main customer hotline, explained the situation, and was told that unfortunately they could not assist me and I would need to go directly to the specialist handling my account. However, that office is closed on the weekend so I'd have to wait until Monday. I was not thrilled but I figured I could quickly sort it out and given it was Sunday, nothing would be happening in my account anyway.

On Monday, February 5 I contacted the specialist via the number he gave me and it went straight to voicemail. I left a message, referenced the case number, and gave my contact details. About two hours passed and I heard nothing. So I tried calling again. And again it went to voicemail. I left another message. And waited. After another few hours passed, I contacted the main number and explained my situation. The customer service agent was very friendly but again, was unable to help beyond calling the Loss Prevention specialist herself. She left him a message and then recommended I try calling back later in the afternoon because the department was in a meeting. I waited until the appointed time, tried calling a third time, and again went to voicemail. I continued to call over the next few hours but never reached a person.

Today, (Tuesday, February 6), I contacted the Loss Prevention specialist again, went to voicemail, left a detailed message, and hung up. I waited an hour or so and then attempted to call a second time. Again it went to voicemail. At this point, I had been unable to access my account for over 48-hours. And the customer service folks had also been blocked out of my account so they weren't even able to give me any visibility into my funds or whether or not any bills on autopay had gone through or been rejected. I contacted customer service again, explained the situation with more urgency, and asked for help. The agent was very nice and attempted to reach the specialist on my behalf. But she was unable to access him. She offered to give me the number I needed to contact him. I explained that I'd done this several times with no luck. She again assured me she understood my frustration but was unable to do anything else for me because I had to speak with the specialist handling my case and no one else would be able to provide support. At this point, I asked what I was supposed to do if the specialist had gone on vacation or was out sick for the week or, god forbid, dropped dead. Would I simply be unable to access my account until the individual returned to work or someone else took over the case? And why on earth had no one informed me in advance that my account was going to be temporarily frozen in the first place? I still had no idea what happened to trigger the account block and I was completely reliant on someone who I could not reach.

This situation has yet to be resolved. I am still waiting for someone to either answer the phone when I call or return my call and give me access to my account. I am incredibly frustrated because I am a single mom and I rely on the money in my account for a number of basic needs. I realize Ally is a smaller institution and I can also appreciate that they take account security seriously. But it is simply not acceptable to block account access without notifying the customer in advance. Nor is it acceptable to have a Loss Prevention program that is not sophisticated enough to assist with issues like this in a timely fashion. I can see from some earlier reviews that I am not the first person to have this experience. Before this happened, I had been very pleased with Ally's customer service. Now, I am planning to close transfer to another account once my situation has been resolved with Ally.

Review: I opened an account with Ally Bank since their website states that they do not assess fees on incoming international wire transfers. I verified this with an account representative. I printed a copy of a chat window that I had with the Ally Representative on 1/21/2014 at 9.56Am CST from which I quote verbatim:

---------------------------------------------------

[redacted]: Incoming international wires are processed through [redacted], who act as an intermediary. Would you like a link

to the incoming international wire instructions?

[redacted]: *acts

Me: Thanks. Do you know if [redacted] charges a fee for incoming international wire transfers? I have encountered this issue with my other bank which is the reason I am interested in switching.

[redacted]: No, you will not be charged by [redacted] or Ally for processing an incoming international wire.

-------------------------------------------

However, on the very first incoming wire transfer on 1/29/2014, I was assessed a fee of $25. When I raised this with an Ally Customer Service representative this morning, 2/4/2014, 9.54 AM CST, I received the following message:

------------------------------------------ [redacted]: The fee was from [redacted], our intermediary bank.

---------------------------

As you can see there is a direct contradiction between what Ally Bank told me before I signed up for an account and what they told me after I had set one up and deposited funds. This is false advertising and an attempt to lure customers in then hit them with hidden fees.Desired Settlement: 1. I want a letter apologizing for their misrepresentations.

2. I want the $25 refunded to me, thereby making good on the promise that their customer service representative gave me.

3. I want their website modified to reflect the fact that while they do not charge fees on incoming international wires, their intermediary bank, [redacted], does.

Business

Response:

February 26, 2014

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s complaint to our attention regarding incoming international wire fees.

We sincerely apologize for the misinformation **. [redacted] received regarding correspondent bank fees associated with incoming international wires. As a courtesy, on February 21, 2014, we sent him, via Federal Express, an apology letter along with a reimbursement check for $25.00.

We have thoroughly reviewed the facts and circumstances regarding his concerns. On February 4, 2014, when he spoke with our Contact Center, we confirmed that a $25.00 fee had been assessed and deducted from the amount of the wire. However, he was misinformed that the fee was assessed by [redacted] Bank who receives international wires on our behalf. The fee had been deducted from the wire prior to being received by [redacted].

While Ally Bank does not charge customers a fee for incoming international wires, the wire transfer may be subject to a fee by either the sending bank or an intermediary bank prior to being received by [redacted]. The Sender of the wire may have had the option to pass wire origination fee on to the Receiver or an intermediary bank may charge the fee for handling the international wire. If a fee has been charged, it is identified in the “Remarks/Text” section of the wire instructions. I have attached the Wire Advice Report that shows how the wire transfer instructions were received by [redacted]. It confirms that either [redacted] or [redacted] deducted the processing fee of $25.00 from the wire amount before sending the funds to [redacted].

Again, we apologize for the misinformation **. [redacted] received. His experience is not typical of Ally Bank’s level of customer service and does not meet the standard we strive to achieve. **. [redacted]’s experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associates involved with this issue have been provided additional coaching.

If you have any further questions or need assistance with your future transactions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:30 am to 4:00 pm Eastern Time.

Sincerely.

Review: I had two checks stolen and placed a stop payment on check [redacted]Another check ran thru my account several days earlier and I spoke to Ally Bank and informed them that I will "eat " this check because I didnt want my account frozenI was charged $for the stop payment and several days later I receive a text that my account was overdrawnWhen I checked my account the same check that I had a stop payment on was run thru my accountWhen I called them I asked why this happened and the person ([redacted]) informed me that there was an error made with the check number and a zero was droppedThe next thing I know is that suddenly I couldnt access my account any longer on lineWhen I called I was informed that the account was frozen by Loss Prevention and that they would call me within hoursWell, they did not and when I called and demanded more information and that to be fixed I was told that Loss Prevention was not working that day and that my account would be frozen over the weekendFirst of all, I did not authorize my account to be frozen, second of all the Bank made the mistake of running a stopped payment check thru my account and then they dont even keep their promise to call me backI called yesterday and was told that a manager will call me back and of course nobody has called me backI have received text messages that I have emails in my mailbox, but I cant even get those because I cant access my accountI have now sat here all weekend without any access to my moneyI cant buy food or gasoline because of their mistakeI will not stay with this bank because their customer service is not what it should beIf you freeze somebody's account you need to let them know and running a stopped payment check thru was not my mistake, but yet they are treating me like I am the criminalThey have put be in an unbelievable bind, I have written a check for my utilities and now I dont even know if they will cash this check.Desired Settlement: I want the account unfrozen and everything refundedThey need to review their policies on informing customers about actions taken on accounts
Business
Response:
November 27,
Dear **[redacted]:
Thank you for forwarding [redacted]’s complaint to our attention
We have thoroughly reviewed [redacted]’s concerns regarding the stop payment and restriction placed on her Interest Checking account ending in [redacted]The following are details of the review
• On November 4, 2013, check number [redacted] for $was processed on the above account
• On November 5, 2013, [redacted] sent a secure email through online banking advising that check [redacted] which posted to her account was stolen and was not her signature
• On November 6, 2013, [redacted] placed a stop payment for check number [redacted]
• On November 7, 2013, an associate responded to the message and informed her that if she wanted to pursue the stolen check issue, our Loss Prevention Department would review her case and the account would be restricted during the investigationOn the same day, a $stop payment fee was charged to [redacted]’s account
• On November 8, 2013, [redacted] sent a secure email advising that since she did not want her account restricted, she was not going to pursue the stolen check issue any furtherShe also advised that she placed a stop payment on another check missing from her checkbook
• On November 12, 2013, check number [redacted] for $was processed on the above account
• On November 13, 2013, [redacted] chatted with an associate via Click to Chat and inquired about why check number [redacted] was processed as she had placed a stop on the stolen checkThe associate informed [redacted] that the stop payment had been placed on check number [redacted] rather than check number [redacted]The associate also advised that we would waive the $stop payment feeOur records indicate that the chat ended before the associate could further explain the unauthorized check procedureFor security purposes, we restricted [redacted]’s account on November 13, 2013, and sent a request to our Loss Prevention Department to contact herUnfortunately, due to associate error, [redacted] was not advised that her account was restrictedLater that day, [redacted] called our Contact Center and again questioned why the check was processed since she had previously placed a stop payment on the checkThe Contact Center Associate advised that he was going to place a request to have her contacted regarding this in one to two business daysDue to an associate mistake, the case was misrouted and removed from the Loss Prevention Department’s queue for foll• On November 14, 2013, we reimbursed [redacted] the $stop payment fee
• On November 15, 2013, [redacted] called our Contact Center and advised that her account was blockedThe associate advised that she would receive a call back in one to two business days
• On November 16, 2013, [redacted] called our Contact Center and escalated to a Contact Center SupervisorThe supervisor was unable to remove the account restriction and informed [redacted] he would request that she be contacted as a high priority the next business day
The supervisor routed [redacted]’s request to our Loss Prevention Department for handling
• On November 18, 2013, an associate from our Loss Prevention Department spoke with [redacted] in the morning and returned the funds from checks [redacted] and [redacted] due to the compromised accountThe account ending in [redacted] was closed and a new Interest Checking account ending in [redacted] was openedThe funds from her account ending in [redacted] were transferred to her account ending in [redacted]The Loss Prevention associate sent [redacted] an Affidavit of Forgery to be completed and returned to Ally Bank
• On November 19, 2013, a new debit card and checks were ordered for her account ending in [redacted]
We are sympathetic to [redacted]’s experience and sincerely apologize for the delay in having [redacted]’s issue resolved and for the inconvenience this caused her[redacted]’s experience is not typical of Ally Bank’s level of customer service and does not meet the standards 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 efficiencyThe associates involved have been provided additional coaching
If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:am to 5:pm, Eastern Standard Time
Sincerely,

Review: Hello! a few days ago I was looking over my bank statements online. I noticed a check was "written" in the amount of $30. For one, I do a lot of online bill pay, so I hardly write checks, for two, the check number was very, very high. The amount was $30 this month and $30 last month from "[redacted]". I've never heard of them, nor used them. I googled them, and found that others were scammed as well. I instantly called my bank (Ally), and spoke to a rep about it. At first she questioned me "are you sure you didn't forget your checks somewhere?" I said "no.." and also questions my memory "are you sure you didn't write the check?" She passed me over to a "check specialist" to look at the check.

From there she said she would put a restriction on my account-- money could go in, but money could not come out. I was told to call Ally once I've set up another bank account with a different bank and the funds could be transfered. Once I did that, I called Ally and they told my my account was frozen while they "investigate the fraud". I spoke with the person in charge my contact was [redacted], and she can be reached at [redacted]. Upon contacting her, she said "oh there is no hold on your account" and said that I must've gotten a payday loan, and I must've forgotten. No! I have never used these services and am disapointed that Ally is taking the side of the company in question and helping the fraud.Desired Settlement: I would like the $90 refunded back in a form of a check sent to mail as I will be no longer doing business with Ally Bank.

Business

Response:

Please see the attached responce, thank you

Executive Resolution Specialist

Review: I had contacted Ally because I thought my account may be compromised since I left some checks at my old address. I wanted the account to be labeled "deposit only". The rep informed me that they advise to close the account completely and open another checking. I told her that I did not want to close it at this time but I would like to open a new checking account so I would have access to an ATM if needed. She told me I would have to sign a waiver indicating that I was advised to close the account and if fraud would occur, Ally would not be responsible, to which I agreed. The rep further explained that I would have to call in and ask for a manager each time I wanted money moved from the account. I understood fully and I thought "end of story". Rebekkah H[redacted], a rep from the loss prevention called days later and said that she had closed the account. I told her that was against my wishes as the customer. She said it didn't matter what the customer wishes are, bank policy is that the account is closed. I went over her head and had the account reopened. A month later, I received an email telling me the account has been closed. As a result, monies that should have been deposited to my account have been returned. For the first time in a long time, I don't know how I am going to cover my bills. How is it that an over zealous rep can make decisions against what the customer wishes? How is it that an over zealous rep is able to make decisions and inform the customer after the fact?Desired Settlement: I want my account immediately closed and remaining funds mailed to my home of record. I want Ally to reevaluate their loss prevention practices, so this does not happen again. Lastly, Rebekkah H[redacted] should be removed from her position until she can demonstrate that she has acquired the skills needed to perform her duties effectively. Furthermore, tapes should be reviewed to see how she spoke to me and I want Rebekkah H[redacted] or whatever her name is retrained and coached on her job as it relates to customer satisfaction.

Business

Response:

October 16, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding the handling of her compromised account.We sincerely apologize to [redacted] for when she contacted our Contact Center on July 9, 2014, she was not given all the pertinent information regarding our policy of closing compromised accounts.On July 9, 2014, [redacted] advised Ally via Secure Messaging, that there was a strong possibility that her account may have been compromised. For the protection of our customers’ funds we do require a new account to be opened to prevent any further fraudulent activity and the compromised account has to be closed. Typically, we allow the compromised account to remain open for 30 days to allow our customers time to transfer their direct deposits and debits from the compromised account to the new account. However, an exception was provided by our Loss Prevention Manager to allow the compromised account to stay open until early September. We did advise [redacted] on multiple occasions that her account would be closed and to switch her direct deposits to the new account. On September 8, 2014, the compromised account was closed and all funds were transferred to [redacted]’s new account number.On September 15, 2014, an incoming direct deposit from [redacted] PAYROLL to [redacted]’s compromised account was identified and routed to [redacted]’s new account. A letter was sent on September 17, 2014 by our Executive Resolution team instructing [redacted] to switch her direct deposit to her new account as soon as possible to prevent any delay in accessing her funds. Unfortunately, the direct deposit credits continued to come with the compromised account number. We did return items in the amount $362.54 and $979.50 on September 22, 2014, and October 2, 2014, respectively.On October 3, 2014, [redacted] requested the new account to be closed. On October 4, 2014, we closed [redacted]’s account and on October 5, 2014 we mailed her a check for $110.56.We sincerely apologize for the incomplete information [redacted] received regarding her compromised account. 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 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 or need assistance with your future transactions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:30 am to 4:00 pm Eastern Time.Sincerely,Michelle S Executive Resolution Specialist

Consumer

Response:

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

Regards,

Sabrina High

Review: Have a bank Account with Ally Bank for over two years and have my mobile and online access blocked for no reason and they do not want to release that reason they have never blocked my account and would like answers.Desired Settlement: Would like Ally Bank to cancel all accounts including CD and IRA accounts and any other pending transaction send to me by Check to my home address.

Business

Response:

June 18, 2014Dear [redacted]Thank you for forwarding **. [redacted] complaint to our attention.We have thoroughly reviewed **. [redacted] complaint regarding his blocked access to online and mobile banking and the closure of his accounts.On June , 2014, at 241 PM, **. [redacted] made an eCheck deposit for $2,950.00. Due to security concerns with the eCheck deposit, we placed a restriction on his account and blocked his online access. **. [redacted] spoke with our Contact Center later that day inquiring about his lack of access to his accounts and requested his accounts to be closed. We informed **. [redacted] he needed to speak with our Loss Prevention department and provided him with the phone number. On June , 2014, we posted the eCheck deposit to **. [redacted] account and escalated for review. We placed an extended hold on the funds and emailed **. [redacted] a funds availability notice. The notice stated that These deposited funds are subject to an extended hold because: We received notice that the check may be returned unpaid. If the check is not paid, we will notify you by mail. If the check you deposited is paid, we will refund any fees for overdrafts or returned checks that result solely from additional delays imposed by us. To receive a refund of these type fees, please call 877-247-ALLY (2559). We are available 24 hours a day, 7 days a week. Later that day **. [redacted] spoke with our Loss Prevention department; however, the specialist reviewing **. [redacted] accounts was not available. A short time later, the Loss Prevention specialist, called **. [redacted], but unfortunately she was unable to speak with him and left a voice mail message to inform him the eCheck deposit of $2,950.00 was under review. On June 12, 2014, the check for $2,950.00 was returned to us unpaid with the reason of refer to maker. As a result, we removed the funds from **. [redacted] account.Per **. [redacted] request, we have initiated the process of closing his accounts and a check for the balance in his Interest Checking Accounts (2), Money Market Account (1), and Certificate of Deposit (1) will be sent to his address on file. In order to close his Individual Retirement Account (IRA), **. [redacted] will need to complete an IRA distribution form which was mailed on June 12, 2014, to his address on file.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, [redacted], Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,

Review: Ally Bank's online account set up process allows a user to set up an account and fund the account prior to Ally Bank completely verifying a client's identity to the bank's standards. Thus, a client can fund their Ally Bank account under the assumption that the set up process was complete to Ally Bank's standard and no additional information will be requested. This is not true though. After funding an account, Ally Bank may then lock the account and the funds in it requiring the client to provide additional identity information to unlock the account and provide the client access to their own money.This is the exact situation I currently have with Ally Bank. Ally Bank is effectively holding my funds hostage until I provide additional identity verification.The remedy is simple - please remit the funds that I sent to your bank to the same bank account that I sent it from because I don't trust a bank, or any company, that gives the impression that all requirements are met, accepts the client's property, then locks the client out from access to their own property because the bank, or company, chooses to apply additional standards. If you're verification requirements were acceptable to accept my funds, then they are acceptable to allow me to remit the funds back to my account.The bank should change their new account set up process to require complete verification of a client's identity BEFORE accepting funds from the client. If this was the process used with me, there would be no issue.Desired Settlement: The remedy is simple - please remit the funds (i.e. $2) that I sent to your bank to the same bank account that I sent it from. If you're verification requirements were acceptable to accept my funds, then they should be acceptable to allow me to remit the funds back to my account.

Business

Response:

We want you to know

that we take [redacted]’s complaint very seriously. We have reviewed and addressed the concerns

referenced in the complaint. Please refer to the attachment for our response.

If you have any further questions, please feel free to contact me directly.

Review: Initiated wire transfer according to banks instructions. Bank repeatedly denied transfer based on "signature".

Never contacted me by phone, email, or any other communication to inform me of denied wire transfer.

Subsequently, I contacted Ally Bank and bank stated I need to resend the form, which I did. Then stated I needed to send copy of drivers license. Then stated I had to have form notarized. All of which resulted in significant delay. None of these additional steps are stated anywhere in the company policies.

Consumer

Response:

Clarification of the written policy and procedure regarding wire transfers. For example, if a notarized signature is required, this should be plainly stated in the instructions for the wire transfer.

Review: Ally Bank provided me with checks to use for my checking account provided by them. The checkbook they provided was filled with cancelled checks due to a mistake by Ally Bank. There was no way for me to know of their mistake. I wrote six checks and all of them came back cancelled with fees. I had to spend hours of my time and money to correct this mistake. Ally refused to reimburse me for any additional costs as a result of their mistake, and they required that I obtain documentation from each person I wrote a check to in order to be paid back. I did so, and asked for the addition fees incurred (stamps for mailing) and Ally Bank refused to pay these fees.Desired Settlement: I should be paid for for all fees incurred plus some additional reimbursement for the time spent dealing with their mistake.

Business

Response:

We want you to know that we take very seriously your concerns.

We have reviewed and addressed your concerns referenced in your complaint.

Please refer to the attached for our response. If you have any further

questions, please feel free to contact me directly.

Sincerely,

Executive Resolution Specialist

Ally Bank

December 31, 2013

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s complaint regarding a stop payment error.

We sincerely apologize for the error made when placing a stop payment and the multiple calls **. [redacted] had to make. On December 26, 2013, a credit for the external fees incurred of $40.00 was applied to **. [redacted]’s account. A stop payment for the original check book order was placed on December 27, 2013 and the fee has been waived.

We have thoroughly reviewed the facts and circumstances regarding **. [redacted]’s concerns.

• On August 9, 2013, **. [redacted] spoke with a Contact Center Associate who placed a check order. The check order was sent to **. [redacted]’s verified address, [redacted].

• On September 11, 2013, **. [redacted] called into our Contact Center and advised he had not received his check order. **. [redacted] advised the address Ally mailed the check order to was his parents address and he would contact his parents to see if the check order had been received. Our Contact Center Associate advised **. [redacted] if they were not received, Ally could place a stop payment on the order and refund the fee once it posted to the account.

• On September 30, 2013, **. [redacted] called in to request a new check order and place the stop payment on the check order from August 9, 2013. A new order was placed for check range **51-*101 and mailed to the alternative address, [redacted]. However, the associate placed the stop payment on the new check range **51-*101, instead of the original order check range **01-**50.

• On October 1, 2013, the stop payment fee posted to the account and was refunded.

• Between October 16, 2013 and November 6, 2013 check numbers **51 -**54 were returned due to stop payment.

• On November 8, 2013, **. [redacted] spoke with a Contact Center Associate who informed him of the error in placing the stop payment. The Contact Center Associate expressed shipped a new order of checks to the customer at no charge. The Contact Center Associate also advised if he had incurred any external fees to submit proof of external fees for reimbursement.

• On November 13, 2013, check number **55 was returned due to stop payment.

• On November 14, 2013, **. [redacted] advised a Contact Center Associate that he wanted Ally to take his word that he incurred external fees totaling around $40.00.The associate advised they would escalate his request. **. [redacted] asked to be emailed with the decision instead of a call.

• On November 23 and November 26, 2013, Contact Center Associates attempted to contact **. [redacted] to advise Ally requires proof of fees for reimbursement. **. [redacted] called back and advised he wanted to be contacted via secure messaging. The call was disconnected before the associate could relay any information.

• On December 4, 2013, **. [redacted] sent in a secure message asking for a credit to his account and two free books of checks. Ally standard checks for Interest Checking accounts are at no charge to customers.

• On December 5, 2013, a Contact Center Associate replied to the message, advising Ally requires proof of external fees incurred and asked **. [redacted] to verify his address for the additional check book order. Unfortunately, the Contact Center Associate failed to include in the response that checks for Interest Checking accounts are free.

• On December 21, 2013, **. [redacted] spoke with a Contact Center Associate who again advised we require proof of external fees to issue a refund to his account.

• On December 26, 2013, as a courtesy, the Executive Resolution Department reimbursed a total of $40.00 for external fees incurred due to the stop payment error. A confirmation email was sent to **. [redacted], advising his account has been credited for the external fees.

• On December 27, 2013, a stop payment was placed for check range **01-**50, the stop payment fee was waived.

Again, we apologize for the error made when placing a stop payment and the multiple calls **. [redacted] had to make. **. [redacted]’s experience does not meet the customer service standards we strive to achieve. His experience has been brought to the attention of our senior management, 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 call ###-###-#### from 9:00 a.m. to 5:30 p.m., Monday through Friday.

Sincerely,

Review: Regarding CD account # [redacted]

This account was established / set up via Ally website on Sunday June 1st, the customer service rep at Ally's call center has assured me that account will be funded through ACH (electronic draft right out of my checking account) by Tuesday June 3rd. The account didn't get funded on Tuesday, which prompt me make a follow up phone call. The rep #2 has assured me that it will be funded by Thursday June 5th.

The account didn't get funded by Thursday ether, which made me make another phone call, the rep # 3 assured me that ACH will take place on Friday June 6th, 2014. Nothing happens on Friday ether, I called again, the rep # 4 stated that most likely, the draft will go through on Monday, It didn't. I called again and asked to speak to a manager, I didn't get a manager, instead I got another rep #5 by the name [redacted] from the escalation team which was just as incompetent and deceiving as the other four. He stated that he has no employee ID at Ally Bank ??????? (is he working illegally?) and promised me over the phone to send a follow up email that same day Monday May 9th, 2014 before 5 PM EST in regards to the ACH draft as far as expected funding day. WHICH HE DID NOT !!!!!!!

As per our conversation, [redacted]'s manager is [redacted].Desired Settlement: To resolve this issue I would like to get a interest credited to me for all missing days from Tuesday June 3rd, 2014 until funding day (if this ever happens).

Business

Response:

June 19, 2014Dear [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

Review: I have an account with this bank and on Feb 2,2014 they took out $796.60 from my account for [redacted]. On Feb 12,2014 the bank put the back into my account. On May 1,2014 the bank sent me a letter telling me that they was going to take the money back out of my account but on March 31,2014 [redacted] stated in a bill to me that I owed them nothing and when I sent the bank the proof of this they still took the money out and when I called the bank to plead my case they said that I was wrong.Desired Settlement: I want the money back in my account and I should get interest on the money that they took out.

Business

Response:

May 23, 2014Dear [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

Consumer

Response:

[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]

Review: [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,

Business

Response:

June 11, 2014Dear [redacted]:Thank you for forwarding [redacted]’ response dated June 2, 2014 to our attention.We have thoroughly reviewed the facts and circumstances surrounding [redacted]’ response. As stated in our previous response, as part of our investigation, we received documentation from [redacted] indicating within the Cardholder Information section that [redacted]’ Ally debit card was to be used for charges. These documents were enclosed with our letters to him dated April 29, 2014. We consider the matter closed based on rebuttal documentation we received from [redacted].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,

Review: Ally Bank is an online bank which has no physical locations in my area. I chose to move my banking to this company for several reasons, including low fees and complimentary checks, but the main reason why I chose this bank was to make my banking transactions more time efficient. Ally Bank claims to be available 24 hours per day and 7 days per week, but they do not count their weekends as "business days". Several times I have ended up with overdraft fees, not because I didn't have money to put into my account, but because I didn't have a timely method to use to get the money into the account fast enough. Ally Bank offers a few ways their customers are able to deposit money, which include echeck deposit using your mobile device, snail mail sending a check through the mail, transfer from another bank (which has to be set up in advance) and wire transfer which is free except for any charges you may incur from the other bank. On June 21, 2013 I decided to use the echeck deposit system offered using the Ally Bank application on my mobile phone. Although the information was noted online that it had been received they reserved the right to take up to 7-10 "business days" before releasing a hold on the check. That means that the money will not be available to me until July 2, 2013...11 days after the deposit. This is unacceptable to me as a customer, but what is even more unacceptable is the fact that I have called and spoke to several people who claim they do not have a manager or supervisor above them that would be willing to speak with me about my complaint. I know that I will be closing my account and moving to another bank very soon, but once again, I will have to wait for Ally to finish processing all of my transactions before I can close my account. I also had an overdraft fee for $9.00 charged to my account on June 24, 2013 because I was "overdrawn" and the check had not cleared after three days . I feel that Ally Bank gives their customers a false sense of security that they will be able to accomplish tasks in a timely manner and I also think that they have terrible customer service to offer when a complaint does need to be resolved.Desired Settlement: I want Ally Bank to be aware that their services are below average for providing good customer service and hopefully someone with authority to change things will do so.

Business

Response:

Please see attached response.

Thank you.

Review: I had made an overdraft on my checking account at Ally Bank. I deposited a check online to get my account in the black and also pay bills pulling from this account. After 2 days of waiting for my money to be deposited, I was notified that my check deposit was being held for 5 additional business days because I had an overdraft. This equates to the bank stealing my money and forcing into a situation where I am going to be delinquent on my bills and have more overdrafts. They do not notify you when making the deposit of this hold or how long it will last. They will not give you option to deposit the check elsewhere. They will not remove the hold. They will not be responsible for fees and impacts to your credit caused by their theft of your money.Desired Settlement: Ally Bank should immediately change their policy that damages their customers credit and finances. They should repay the money they stole and all fees incurred from any 3rd party who was not paid because of the theft. They should compensate customers monetarily for the impact on their credit.

Business

Response:

May 1, 2014Dear [redacted]:Thank you for forwarding **. [redacted]'s complaint to our attention.We have thoroughly reviewed **. [redacted]'s account and the hold placed on his eCheck deposit of $712.50 posted to his account on April 18, 2014. We placed an extended hold on the funds and on April 19, 2014, we emailed **. [redacted] a funds availability notice. The notice stated that "The funds are subject to an extended hold because: The account has repeated overdrafts and funds would be available in five business days.”The extended hold applied is consistent with our Funds Availability Policy located in Section IV on page 28 of the Ally Bank Deposit Agreement dated December 7, 2013. It is also consistent with Federal Reserve Regulation CC, Section 229.13d), regarding repeated overdrafts:An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.The extended hold was applied as **. [redacted]s account had a negative balance from February 25, 2014 to March 16, 2014.Federal Reserve Regulation CC, Section 229.13g), also states that notification of a hold on a deposit that is not made in person, must be sent no later than the first business day after the hold is placed. The extended hold was placed on April 18, 2014 and we sent **. [redacted] an email to inform him of the extended hold the following day. It should be noted that regardless of the hold, interest began accruing on the funds the day of the deposit.As a courtesy, on April 23,2014, we released the hold on **. [redacted]'s deposit. On April 24, 2014, I spoke with **. [redacted] and he requested that his two accounts be closed. On April 24, 2014, we closed **. [redacted]'s two accounts and sent the funds by check to his address on file. **. [redacted]'s concerns have been brought to the attention of our management team. If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, [redacted], Monday through Friday, 8:00 am to 4:30 pm. Eastern Standard Time.Sincerely,

Consumer

Response:

[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]

Review: [redacted]

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

Regards,

Business

Response:

May 8, 2014Dear [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,

Consumer

Response:

[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.]

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,

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

Review: on October 23, 2014 I called into Customer Service to see what could be done to keep a certain transaction from coming out of my account. The Representative told me they could do what is called a "Stop Pay" on this transaction. I was not familiar with this process and the representative explained they could put in a request to stop the payment from posting to my account for a fee of $15.00. I gave the representative the okay to process this transaction and he asked me who the transaction was coming from and how much "I thought the transaction" may be. I said that it probably would be the same amount from the previous time this company automatically extracted funds. At NO POINT did this representative explain to me that the Stop Pay would need to have the amount of this transaction listed with the EXACT amount to go through successfully. If I would have been knowledgeable of that, as this was my first time using the stop pay service, I would have simply put the service representative on hold and placed a quick call to get the exact balance amount.

The next business day I proceed to check my account to make sure the funds I have set aside to pay a schdueld payment for my auto loan have been taken out. I see that the transaction that was supposed to have been stop paid has come out of my account causing my auto loan payment to be returned. Additonally, I was still charged a stop pay transaction fee. When I called customer service to see what happened they informed me that the transaction amount would need to be the exact amount for a stop pay to be successful. I advised them that the representative did not advise me of these terms and incompently handled my request.

As a consequence, my vehicle may be up for repossession since Ally bank did not correctly handle my request.

This is not the first time that Ally Bank Customer Service Representatives have omitted or changed the information provided when I have called in about my account for other issues. One representative tells you one thing and when you call back you get completley different information from another representative. There must be more training for those in these positions to prevent situations like these.Desired Settlement: I would like a reversal of the paid transaction that was supposed to be properly stop paid or approval of the scheduled auto loan payment that will more than likely going to be retured to my auto loan servicer causing additional fees on my auto loan and possible reposession.

Business

Response:

November 6, 2014Dear [redacted],Thank you for forwarding Briana Bell’s complaint regarding an unsuccessful stop payment.We sincerely apologize to [redacted] for the misinformation she received regarding stopping an Electronic Funds Transfer (“EFT”) debit. On October 27, 2014, we reimbursed her for the stop payment fee of $15.00. On October 31, 2014, we reimbursed her for two (2) overdraft item return fees each for $9.00. We are willing to reimburse [redacted] for a late fee associated with the item from [redacted] Bank for $469.62 that was returned on October 27, 2014 with proof of the fee.On October 23, 2014, when [redacted] spoke with our Contact Center, she was incorrectly informed that the stop payment being placed for “[redacted]” would stop all items from that payee. Further, she was not informed that the exact dollar amount was needed in order to place the stop payment. This information can be found in our Deposit Agreement dated December 7, 2013, Item 16, bottom of page 12, “....The system identifies EFTs by dollar amount only. In the case of an EFT, you must provide us with the exact dollar amount of the transfer (to the penny). If the information you provide is not precisely correct as described, payment will not be stopped and we will not be liable. All other information concerning the check or EFT (such as payee name and the date) must be reasonably accurate......”Again, we sincerely apologize to [redacted] for the misinformation she received. We thank her for bringing this to our attention. [redacted] may email the proof of the late fee for [redacted] Bank to [email protected] or fax to ###-###-####, attention Michelle. 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 associate involved with this issue has been provided additional coaching.If you have any further questions or need assistance with your future transactions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:30 am to 4:00 pm Eastern Time.Sincerely,Michelle SExecutive Resolution Specialist