Ally Bank

This is the absolute WORST company to work with. They claim to be "the best online bank" but all of their promises of good customer service are a sham. They financed the lean on my car and after I got in a near-death automobile accident my insurance agency could barely get in touch with them. When they were able to get through they were put on hold or told there was no resolution that could be made at the time. Meanwhile they had no trouble charging interest and late fees to my account. Then after they were paid off and my nightmare was finally *supposedly* over, they called me incessantly from 7am to 7pm daily. When I called back they either never answered or gave me another number to call, which of course, was not open during the time of my call. Terrible company. Terrible customer service. Do NOT use them unless you want to be ripped off.

Review: I have called several times - e-mailed and to no avail - can not get past the Service call people to talk to any one in the Operations department - a Supervisor or manager. Ally made a check out on July 11th, 2013 to my husband that pasted away on April 24th, 2013 and sent it to our old address. I had send in all the proper papers stating this and changing our address to AZ from MA Mailed the check back to them along with another death certificate and copy of addendum to the Trust we have for me being the sole Trustee and now they will not release fund back into the money market account or send me the monies.Desired Settlement: Would like the check/ Monies sent to me Or put into my bank, as soon as possible. Need the monies to help with everything since my husband passed away.

Business

Response:

Good Afternoon,

Please see the attached response.

Thank you

Executive Resolution Specialist

Review: I specifically left my account at or near $0.00 balance to DECLINE a $405.45 charge from [redacted].[redacted] on JUNE 15th... it successfully DECLINED the charge on June 15th... However, while ALLY was "down for maintenance" overnight June 22nd-23rd, their system allowed my account to go $405.45 in the Negative and allowed [redacted] to collect the $405.45 that I was trying to avoid. I called ALLY and they will not do anything, stating the following "we cannot guarantee that our system will decline any payment or keep from going negative" and "we cannot provide information as to why it was Decline on the 15th and Approved on the 23rd". I need this $405.45 returned to me, and I believe it constitutes a fraudulent charge, as it should have clearly been Declined by the system which was "down for maintenance". [redacted] is citing "No refunds, partial or full, will ever be given" terms of cancellations, so my only hope is to have Ally fix this problem they allowed to happen.Desired Settlement: Charge back the $405.45 payment to [redacted] for June 23rd, which was allowed in error

Business

Response:

Please see attached response.

Thank you,

Executive Resolution Specialist

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 complaint I am filing pertains specifically to the fact that your system ALLOWED the transaction through while "down for maintenance", all you have done in this "investigation" is confirm everything I have reported, which just makes it more obvious that the transaction should not have gone through (citing June 15, 16, 18, and 20 your system DECLINED the transaction while NOT in maintenance). The whole point of my complaint is not to dispute whether I made any previous transactions with this merchant, it is a dispute about your system's allowing of the transaction while in maintenance. Furthermore, your "stop payment" system only works for CHECKS not Debit card transactions.

Review: I opened a account with the company two days later it was blocked I could not access the account I was told to contact a person who ask all types of question about how I acquire the money and being very rude I sent in all the requirements to have my account taken off hold this happen in July I have been contacting the bank and sending emails to just close the account and refund my money but I haven't received a answer bank I don't know what else to do what type of company holds people money hostageDesired Settlement: I just want my money refunded back to me it been almost four months

Business

Response:

November 6, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding the restriction on account ending in [redacted] and subsequent request to close the account.We have concerns that this may be an identity theft matter. We have thoroughly reviewed [redacted]’s concerns and the following information will provide further clarification regarding the restriction and request to close the account.We take the security of our customers’ funds very seriously. On July 4, 2014, an Interest Checking Account was opened under the name of [redacted]. The account was funded on July 8, 2014, with an eCheck deposit of $4,004.01 and a debit card was issued. The eCheck deposit initiated an additional review of the account.On July 8, 2014, given there were multiple issues identified during the verification process, the decision was made to restrict the account. On July 24, 2014, the debit card was returned as “Not Deliverable as Addressed”.On July 15, and July 16, 2014, someone claiming to be [redacted] spoke with an Ally Bank Loss Prevention Specialist who requested that the person provide proof of identification (“ID”) and proof of address. The documentation we received did not verify [redacted] to the address we had on file. On July 24, 2014, our Loss Prevention Specialist spoke with someone claiming to be [redacted] and informed the person that the account would remain restricted.Until we are able to complete our security review and confirm the identity of [redacted], the account will remain restricted. The funds in the account will be handled in accordance with the law. Any additional documentation orInformation can be sent via fax to ###-###-#### or via email to [email protected] (attn. Nadia). Our Loss Prevention Department can be reached directly at ###-###-####.If you should have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm, Eastern Standard Time.Sincerely,Michelle SExecutive Resolution Specialist

Review: ALLY have confirmed my worst fears about online banking.

They initially took two months to get me my debit card for mysterious reasons.

After that, I had not used my account (due to just moving to the U.S and my inability to use the account as a result of not having a debit card.) and was about to send a check to the account to make sure there were funds in there. I discovered I had -$8 as a result of fees and called them to make sure there was no problem. They assured me that all I needed to do was send money in, there would be no concerns about my account, just a small fee until the money arrived.

The next week I went to check my account, only to find out they had shut it down! When I spoke to them and told them I had been misinformed, I got an apology but no resolution. They said they could not re-open the account - although they COULD process the check I sent USING THAT SAME ACCOUNT NUMBER - and extract the $8 and reissue me another check and send it back to me minus that amount! ALL USING THE ACCOUNT NUMBER THEY SAID THEY COULD NOT RE-OPEN.

They also could not open another account while I was on the phone online, and the only thing they said they could do is that I would have to start from scratch - but this time instead of opening a new account easily, demanded all kinds of "proof" that were impossible to give them without my having to do a number of things that were tricky (I had just moved residence and had no utility bills as it wasn't my place; and would have to change my address at the DMV on my Driver's License). The fact that is was ALLY that was at fault made no difference. They should have accepted responsibility, made it easy to open another account, but instead acted as if I were to be "punished" by having to supply information I did not have to do initially.

Weeks later I am currently STILL trying to get my check back - because the check they were to issue me did not arrive. I had to order a form from them that verified that I did not receive the check, wait for the form to arrive, send it back - and now almost two weeks later have just put the phone down to them having been told that although they received my completed form on July 3rd, will not be issuing the check again until this coming Wednesday!

ALLY Bank seems to be under no strict legal boundaries, able to do what it wants, despite myself, as a customer, being misinformed by them. They do not resolve any issues, and make it difficult to open another account even though it is THEIR fault the problem happened in the first place. Disgusting.Desired Settlement: 1. I want a formal letter of apology from ALLY bank.

2. ALLY should open an account for me immediately without any additional information needing to be supplied by me other than my address, which was the case when I first opened my account.

3. The debit card to my account should be Fed-Exed to me to make it safe and swift.

4. I should have zero charges for two years, as an apology for their appalling service and misinformation that resulted in the account being closed down in the first place.

Business

Response:

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

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:

Review: Ally Bank decided to close the customer's savings account (account # [redacted]) on Feb 18th, 2014. I was notified that a check with remaining funds (approximately $4000) was mailed on Feb 19th, 2014. As of right now (March 7th, 2014), the customer has not received the mail. I need the check urgently to pay my medical bills, pay outstanding balances to credit card companies, and raise the family. Several attempts were made by the customer to get in touch with Ally Bank regarding this incident but Ally Bank did not get back to the customer with any updates. The customer was told that the upper executive team would be in touch by 11am on March 7th, 2014 but that has never happened as of right now (11:34am on March 7th, 2014). The customer requested Ally Bank send a new expedited check but there is no any updates or progress on this. Based on all facts, I am thinking Ally Bank is holding the customer's funds for whatever reasons that could be. Ally Bank failed to keep up with their promises to correct the error. This institution is largely disorganized, does not act swiftly in response to the customer's request and is not responsible for the customer.Please help!Desired Settlement: 1. Issue an expedited check and have it delivered to the customer by overnight mail. 2. Compensate all losses that the customer is experiencing with credit card companies that all transactions were returned to credit card companies. 3. Compensate the substantial decrease of the credit score that the customer is experiencing.4. Refund all excessive charges that were made on the customer's savings account (account # [redacted]).

Business

Response:

March 18, 2014

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s complaint to our attention.

We have thoroughly reviewed **. [redacted]’s savings account closure due to excessive transactions. Federal law Regulation D imposes a limit of six (6) transfers and/or withdrawals per statement period (this does not apply to withdrawals and transfers made by mail or at an ATM) on a savings account. If you make more than the six (6) withdrawals and/or transfers per statement period, we charge a $10.00 excessive transaction fee for each transaction that exceeds the limit. This information is disclosed in our Deposit Agreement effective December 7, 2013, in section 10 on page 10 and on our website at ally.com.

**. [redacted]’s savings account ending in [redacted] had excessive transactions in the statement cycles of April 2013, May 2013, September 2013, and January 2014. As a result, on January 28, 2014, the decision was made to close his account. From January 28, 2014, through February 14, 2014, we attempted to contact **. [redacted] via phone and a contact us email, regarding the account closure. On February 18, 2014, the account was closed. Since we did not hear back from **. [redacted] with instructions as to where to transfer the funds, a check for the account balance was mailed to **. [redacted]’s address on file via the United States Postal Service (“USPS”).

From February 26, 2014, through March 7, 2014, **. [redacted] had multiple interactions with our Contact Center regarding the check. On March 7, 2014, an Executive Resolution Specialist spoke with **. [redacted] and advised that we would require an indemnity form to reissue the check. On March 7, 2014, the indemnity form was received. A new check was issued on March 10, 2014, and sent via Federal Express to [redacted].

As a courtesy, on March 13, 2014, $30.00 in excessive transaction fees for the savings account was refunded to **. [redacted]’s Interest Checking Account ending in [redacted]. Due to the non-receipt of the check, **. [redacted] stated he was unable to pay bills and was concerned his credit may be impacted. Our Executive Resolution Specialist offered to send a letter of explanation to **. [redacted]’s creditors regarding the mailing and non-receipt of the check. As of March 18, 2014, **. [redacted] has not advised which creditors to provide the letter of explanation.

We apologize for the delay in resolving this matter and empathize with **. [redacted]’s experience. We thank you for bringing this to our attention. His experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency.

If you have any further questions, please call me directly at ###-###-####, Monday through Friday, 9:00 a.m. to 5:00 p.m. EST.

Sincerely,

Review: I closed a CD account on October 17, 2013. I was told that it would take approximately 10 business days. No check has arrived. The bank , through [redacted] on live chat, states that it was mailed on the 17th of October. Now they will mail me an indemnity form which will take 5-7 business days to get my money. The bank says the check was not cashed. I asked for a copy of the live chat conversation sent via e-mail. [redacted] said her supervisor, [redacted], said that could not be done. I asked if the deposits to my credit union could be verified so that the money could be transferred to my account. I was told that the account was closed and that I cannot re-open the account or open a new account. I question whether a check was sent. Too much time has lapsed. It may take months to get the money that I need so very much.Desired Settlement: I would like the money plus the early withdrawal penalty refunded plus interest for the long lapse from October 17 to such time as the check is cut.

Business

Response:

November 14, 2013

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s complaint to our attention regarding her check request.

We understand **. [redacted]’s frustration with her experience. Although we found no error on our part, as a courtesy, we did add to the proceeds of the Certificate of Deposit (“CD”) the interest the funds would have earned from October 17, 2013, to November 8, 2013. In addition, we sent the funds for her CD closure by wire transfer at no charge.

We have thoroughly reviewed **. [redacted]’s concern regarding her complaint:

• On October 17, 2013, **. [redacted] contacted our Contact Center and requested her CD account be closed prior to maturity and the funds disbursed to her by check. The Contact Center Associate verified **. [redacted]’s address during the call.

® On October 18, 2013, we sent check #[redacted] for $104,874.28 to **. [redacted] via the U.S. Postal Service.

® On November 1, 2013, **. [redacted] contacted our Contact Center and informed us she had not received the check. **. [redacted] was instructed to complete and return an indemnity form in order to place a stop payment on the check and have the funds resent to her.

• On November 7, 2013,1 spoke with **. [redacted]. She stated that she still had not received the check; however, she had received the indemnity form, which she had placed in the mail to us. Per our conversation, we arranged that **. [redacted] would email me a copy of the indemnity form so the stop payment could be placed. I told **. [redacted] that I would email a wire transfer form to be completed in order to send the funds to her external account at no charge. In addition, I told **. [redacted] that we would include the additional interest although the early withdrawal penalty would still be in effect.

• On November 8, 2013,1 spoke with **. [redacted] and was able to verify the wire transfer information with her and have the funds sent to her external account.

If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm. Eastern Standard Time.

Sincerely,

Review: I opened an account with Ally Bank on October 15, 2013, and had NOTHING but problems with them since.

First, when I tried to make a transfer of money to a non-Ally account on October 18, the transfer failed though the money was taken from my Ally Money market account. When I contacted Customer Service, I was told the money would be credited back to my Ally Money Market account on Monday, October 21. It is now the evening of October 22 and I still haven't received the money back into my account.

Second, I received my debit card from Ally October 22, yet was unable to activate it. I received a message that the information I entered didn't match that on my account - though I entered the EXACT same information!

When I tried to access my account online October 22, it was blocked. I called Ally Bank to report the problem, gave them the SAME information I had many times before, yet they claimed to not be able to locate my accounts! As a result, I've been ripped off of 186.29 that I can't access at all. I am disabled and on a fixed income.

I would like to see these issues resolved in a timely and peaceful manner; however, I am not the first customer to experience problems with this bank, and plan to take my business elsewhere.Desired Settlement: I would like to access my accounts and have my debit card activated soon as possible without further problems.

Business

Response:

Good Afternoon,

Please see the attached response, thank you

Executive Resolution Specialist

November 1, 2013

Dear **. [redacted]:

Thank you for forwarding [redacted]’s complaint to our attention.

We have thoroughly reviewed [redacted]’s concern regarding her transfer request and the restrictions placed on her accounts.

• On October 10, 2013, [redacted]’s new Money Market account ending in [redacted] was opened.

® On October 17, 2013, [redacted] funded her new account with a $10.00 check. [redacted] then set up a transfer to move the $10.00 from her account ending in [redacted] to her [redacted] account.

• On October 18, 2013, [redacted] deposited a $200.00 check into her Online Savings account ending in [redacted]. When [redacted] spoke with

our Contact Center regarding her $10.00 transfer she was informed that the funds would be returned to her account ending in [redacted] in two to three (2-3) business days. The transfer was rejected as the [redacted] account is a non- transactional account.

® On October 21, 2013, [redacted] transferred $200.00 from her account ending in [redacted] to her account ending in [redacted].

• On October 22, 2013, her account ending in [redacted] received a returned deposited item of $200.00 that was stamped “not eligible for representment.” For security purposes, we restricted [redacted]’s accounts. When [redacted] spoke with our Contact Center, we were unable to release any account information until she spoke with a Loss Prevention Specialist. Our associate was still on the call when the call was disconnected. We assume [redacted] had a poor phone connection, but unfortunately, since we did not have a good daytime number to reach her, we could not call her back.

• On October 23, 2013, the $ 10.00 transfer was returned into **. [redacted]’s account ending in [redacted].

• On October 24, 2013, a Loss Prevention Specialist sent a letter to **. [redacted] requesting she contact us.

• On October 25, 2013, a Loss Prevention Specialist attempted to contact [redacted] at the four telephone numbers we located in public records; however, we were only able to leave a message at one of the numbers.

At this time, [redacted]’s accounts are in a negative status. The account ending in [redacted] has a negative balance of $7.21 and account ending in [redacted] has a negative balance of $13.50. [redacted] may contact our Loss Prevention Department at ###-###-####.

If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm. Eastern Standard Time.

Sincerely,

Review: I opened a Traditional IRA in I was told when I opened the account I would be able to rollover the funds during the grace period at the end of the month CD periodWhen I called to request the check to rollover the funds, I was told that a check could be made out to the new institution for the benefit of meI was on the phone with the customer service agent, [redacted], for over an hour on Thursday, 9/26, getting this togetherShe said it would be no issueNow, I get a phone call on MOnday 9/saying that checks cannot be made for the benefit of me and it has to be directly to me which will cause me issues with taxesBasically, Ally Bank gets unsuspecting people to sign up and then they hold the funds hostageI either have to suffer from tax issues or leave my funds with Ally bank and earn less on their CDIt is unfair and ridiculous that an additional line cannot be added to the checkAny limitations should have been made clear on the front end but Ally just wanted to get my moneyThey did not care how it affects the customer on the back end.Desired Settlement: I want a check made out to the proper institution for the benefit of meThe institution I am rolling my funds into does not take electronic transfers and have specific requirements on the way the funds are received
Business
Response:
October 11,
Dear **[redacted]:
Thank you for forwarding **[redacted]’s complaint regarding the rollover of her IRA Certificate of Deposit (“CD”) account
We sincerely apologize for the misinformation and delays **[redacted] experienced when she requested on September 26, 2013, to have funds from her IRA CD directly rolled over to her 401K PlanOn October 4, 2013, we sent a check payable to her 401K Plan for benefit of [redacted] via Federal Express, which was delivered on October 5,
We have thoroughly reviewed the circumstances regarding the rollover of the IRA CD
• On September 26, 2013, **[redacted] spoke with our Contact Center, and was advised she could do the distribution online using our e-sign serviceThis information was incorrect, as we require the rollover instructions from the receiving institution in order to process the request for a direct rollover to her 401k plan
• On September 30, 2013, we advised **[redacted] of the required forms to process a rollover to her 401k planWithout the documentation, **[redacted] was informed that she could proceed with the withdrawal as a distribution instead of a rollover, and the check would be payable to [redacted]On October 3, 2013, we spoke with **[redacted] and again advised we needed the rollover documents from the 401K Plan, and we also informed her we would reimburse for the cost of overnighting the documentsWe provided her with our contact information and advised we would follow up with her once the check was issued
• On October 4, 2013, we received the rollover documentsThe rollover check was sent priority overnight FedEx to the address provided in the rollover documents
Again, we apologize for the misinformation and the delay in rolling over **[redacted]’s IRA CD**[redacted]’s 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 efficiencyThe 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:a.mto 4:p.mEastern Standard Time
Sincerely,

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.

Review: refuse me service! asinine policy I can not open a checking account. so they refuse me service. I refuse to left my credit freeze for security reasons. I am a victim of id theft. so they refuse to open an account for me.Desired Settlement: would love to have an open account with out the asinine policy's.

Business

Response:

August 28, 2014Dear [redacted],Thank you for forwarding [redacted]’ complaint regarding his July 28, 2014, account application ending in [redacted].We have thoroughly reviewed the circumstances surrounding [redacted]’ application for an Interest Checking account and Online Savings account. During the application process, we attempted to verify his identity and found that there was a credit bureau identity theft alert. In order to complete the application process, we requested that [redacted] remove the credit freeze.Ally Bank obtains credit information from consumer reporting agencies (credit bureaus) on all applications to open a checking account. Due to the possibility that the applicant may overdraw his or her account and owe Ally Bank money at some point in the future, Ally Bank reviews the credit information to make a determination as to the applicant’s creditworthiness and ability to repay any overdraft.Pursuant to section 604 of the Fair Credit Reporting Act, 15 U.S.C. § 1681b, financial institutions are permitted to obtain a consumer report without the express consent of a customer, if the institution has a legitimate business need for the information, or in connection with a business transaction that is initiated by the consumer.We disclose in our application process that we will obtain a consumer report from a consumer reporting agency to verify information provided in the application for any legitimate business purpose in connection with an Ally application. Also, applicants can view online and download a copy of the Ally Deposit Agreement which provides information in the Account Basics section on page two stating the following: “Credit Reports and Other Inquiries: We may use credit reports or other information from third parties to help us determine if we should open your account.”On August 19, 2014, when [redacted] spoke with a Loss Prevention Specialist, we informed him that in order to open Interest Checking and Online Savings accounts, we would require a copy of his driver’s license, Social Security card, and proof of current address. He would also need to lift the credit freeze. A global lift through [redacted] credit bureau would lift the identity theft alert for all three credit bureaus. Until we are able to complete our security review and confirm the identity of [redacted], we are unable to open any accounts for him. Should [redacted] wish to continue to pursue opening an account with Ally he would need to reapply.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,Michelle SExecutive Resolution Specialist

Review: I sent a check I had received, as a supposed payment for work, to the Ally Bank correspondence address in [redacted], PA with my own handwritten correspondence stating that the check may be counterfeit, if so, please destroy. I did not sign the check, but, they deposited it anyway. When I asked them why they had deposited it when I had already written that it may be counterfeit, they said they couldn't tell if it was counterfeit without depositing it.I requested that they please close my account as I had not received any communication from them and they had blocked me from accessing my own account to be able to cancel any possible scheduled payments.Every time I requested to close my account I was told to call: ###-###-####. Whenever I called there I was told I would have to speak to a person named "[redacted]", but, would be transferred to voice mail. She did not return my call, so, I called the next day and finally got a person going by the name of "[redacted]" on the phone (who nay have been using a voice synthesizer because her phone voice was different than her voice mail) I told her again to please close my account ASAP. She smirked and said "we will", but, would not agree to close it today as I requested. And wouldn't give me a response as to why it would take her over a week to review a simple account, or, when she would let me close my account.Desired Settlement: Close my account NOW as I already requested. Instead of continuing to hold my account, for several days, without closing it. And, send me confirmation today of closing the account, and, send me the remaining balance due that was already in the account before receiving such "counterfeit" check. As Ally Bank does not have a right to funds already in my account prior to that.

Business

Response:

July 23, 2014Dear **. [redacted]:Thank you for forwarding **. [redacted]’s complaint regarding her check deposit and restricted account access.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by **. [redacted].• On Tuesday, July 8, 2014, we received a deposit from **. [redacted] with a note that the check could be counterfeit. As the check did not display any discernable alterations, we deposited the check into her account.• On Thursday, July 10, 2014, we received notification the check was not honored by the paying bank due to the check being altered/fictitious. As a security measure, we placed a restriction on **. [redacted]’s account and sent her account to our Loss Prevention Department for review.• On Monday, July 14, 2014, **. [redacted] spoke with a Loss Prevention Specialist and **. [redacted] requested her account to be closed. The Specialist informed **. [redacted] the check was altered/fictitious and the account was under review.• On Tuesday, July 15, 2014, **. [redacted] spoke with a Loss Prevention Specialist and again requested her account to be closed. The Specialist informed **. [redacted] the account would be closed and a check would be issued to her.• On Wednesday, July 16, 2014, an Executive Resolution Specialist emailed **. [redacted] that we had received her concerns, and that as a courtesy we reimbursed her deposited item return fee of $7.50. Also as she requested, we closed her account and mailed her a check for the balance in the account.We thank her for bringing this to our attention. Her 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 directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,

Review: I deposited a check in the amount of $5000.00 into my Ally Bank account on Monday, March 31, 2014. The check has cleared the account it was written from but Ally Bank refuses to post the funds as available until April 8, 2014. I called Ally and spoke with a customer service rep as well as a manager, [redacted]. They both told me the funds would not be posted to my account as a punishment for have prior overdrafts on my account. The overdraft fees had already been paid by me. The manager, [redacted], stated there was nothing Ally could do for me and this was the law. I informed her it was not the law and what they are doing should be considered illegal. I have no way to access the $5000.00 that belongs to me. I can't cancel the account, transfer funds, make transactions, etc. This needs to be investigated as an illegal practice to withhold funds that rightfully belong to the customer.Desired Settlement: I want my $5000.00 transferred into another, non Ally, account immediately.

Business

Response:

April 10, 2014Dear **. [redacted]:Thank you for forwarding **. [redacted]’s complaint to our attention.We have thoroughly reviewed **. [redacted]’s Interest Checking Account ending in [redacted] and the hold placed on his eCheck deposit. On April 1, 2014, an eCheck deposit of $5,000.00 posted to the account ending in [redacted]. We placed an extended hold on the funds and sent **. [redacted] the funds availability notice via email. 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 that was 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), 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.Specifically, the extended hold was applied due to the account having negative balances from January 6, 2014 to January 9, 2014; February 3, 2014 to February 5, 2014; March 3, 2014 to March 6, 2014; March 18, 2014 to March 20, 2014 and March 28, 2014 to April 1, 2014.As a courtesy, on April 3, 2014, the Executive Resolution Team was able to verify the check had been paid by the external bank and released the hold from the funds. Please note, this is a onetime courtesy and as of today, the exception holds on future funds deposited by check is scheduled to expire on September 30, 2014. However, if the account becomes negative prior to September 30, 2014, this will extend the scheduled expiration date.If you have any further questions, please call me directly at ###-###-####, Monday through Friday, 9:00 a.m. to 5:00 p.m. EST.Sincerely,

Review: ally bank has over 200k of deposits from me.

they have not sent out a 1099 for tax purposes to me as required by the law. I have asked multiple times to send me one.

I also have cancelled / closed my account and requested my fundsbe transferred to me. this has not happened either. I am therefore not able to make wanted purchases and I think this is quite frankly theft.

when I can they can not tell me why my funds is still there or why I don t get a 1099. I had several people tell me I get a call from upper management which never came.

also people put you multiple times on hold for 30 plus minutes and then hang up.

I am truly afraid now to loose my funds. I had to take medication due to this treatment. all my initiatives to get my money and my tax statement have failed. my life savings are in danger and these are crooks.

when I asked for their corporateaddress they gave me different ones as they don t even know where there bank is locatedDesired Settlement: payment of all expenses, compensation for not being able to make my purchases, paying a fine to a charible insitution,,close their operation

Business

Response:

March 14, 2014

**. [redacted]:

Thank you for forwarding **. [redacted]’s complaint to our attention regarding his requests for an Internal Revenue Service Form 1099 (“1099’) for a Uniform Gift to Minors Account and account closure.

We sincerely apologize to **. [redacted] for the lack of timely communications from our Executive Resolution Team regarding his requests. On March 7, 2014 we emailed a copy of the requested 1099 form to **. [redacted], and we closed the account ending in [redacted].

We have thoroughly reviewed the facts and circumstances regarding his concerns. The 1099 forms for Ally Bank accounts were mailed between January 22, 2014 and January 24, 2014. We have confirmed that the 1099 form for account ending [redacted] was sent in the name of the minor to [redacted], which is also the address on file for **. [redacted].

On March 4, 2014, when **. [redacted] spoke with our Contact Center, he requested the 1099 form for account ending in [redacted] be emailed to him, the account to be closed and a call back from upper management by 5:00 PM that day. **. [redacted] was informed that we could not guarantee a call back in that time frame; however, the request would be made for him to be contacted and to allow one to two business days for contact and email, and three to five business days for the account closure. Unfortunately, **. [redacted] was not contacted nor was the 1099 form emailed within the stated one to two business day time frame. The account ending in [redacted] was closed within the three to five business day time frame, and the funds transferred by Automated Clearing House (“ACH”) to his account at another financial institution.

Again, we apologize to **. [redacted] for the multiple calls he had to make, for the lack of a timely response and the inconvenience this caused him. 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.

With respect to his request for compensation, while we are sympathetic to the frustration he experienced, as a policy, we do not provide compensation.

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.

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 had significant financial damages due to not having my funds available. it took about 2 weeks to have my funds. I had to change my cpa appointments several times due to not having the 1099

Review: On or around 8/22/13, Ally [redacted] would not accept a deposit of mine to my Ally Checking account. They instead cashed my check (made out to me and my ex-wife, [redacted]), placed the money in their corporate funds, and issued me a new check written on an Ally corporate check.

My current [redacted] will not accept Ally's corporate check (on or around10/16/13).

I called Ally [redacted] today (10/21/13) to get information on simply depositing the Ally corporate check into my Ally Checking account.

The CSR and then the CSR's supervisor told me the check would not be accepted because it is made out to both me and my ex-wife ([redacted]). The check has been properly endorsed by me and [redacted].

The CSR and her supervisor also told me that Ally [redacted] will not honor its own corporate check, even when properly endorsed and presented for deposit to an Ally [redacted] Checking account, if both payees on the check are not also account holders of the same account.

In my case this would be impossible, as my ex-wife and I have separate and private financial lives. THIS IS UTTERLY RIDICULOUS AND UNREASONABLE.

For Ally [redacted] to not honor its own check is outrageous. Obviously, they are simply attempting to block me from access to my own money, which they have had full use of since on or before August 23.

The check amount is 13,000 - a lot of money for me, which was intended to be used for medical treatment and to fix my car. Also, I am going to have to pay capital gains tax on part of this amount, meanwhile having no access to the money myself. Ally [redacted] has not only deprived me of the use of my money and wasted my time, but they have also had full access to my $13,000 since August 23, 2013.Desired Settlement: I want Ally to drop the ridiculous requirement that I add an unrelated third party to my personal checking account, accept this deposit, and issue a written apology for the substantial inconvenience and emotional distress they have caused me so far.

Business

Response:

Good Afternoon,

Please see the attached response.

With the completion of this response and our previous responses regarding case [redacted], we are considering this matter closed.

Sincerely,

Executive Resolution Specialist

November 1, 2013

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’ response to our attention and providing us an additional opportunity to reply.

There appears to be some misunderstanding as to the nature and consequences of the actions taken by Ally [redacted]. Ally [redacted] has not taken **. [redacted]’ money nor is Ally [redacted] refusing to honor its own Official Check.

To provide some background, under the Uniform Commercial Code (UCC), every customer who deposits a check warrants (guarantees) to his or her [redacted] that all of the endorsements on the check are genuine. The [redacted] that accepts a check for deposit must verify that the endorsements on the check are genuine.

In turn, the [redacted] that accepts the check for deposit gives a warranty (guarantee) to the [redacted] that the check is drawn on (the “payor [redacted]”) that all of the endorsements are genuine. This warranty lasts for three years. If the endorsement of a payee is forged or unauthorized, the UCC gives the payor [redacted] the right to recover the amount of the check from the depository [redacted]. In turn, the depository [redacted] has a right to recover the amount of the check from the customer who deposited the check. In addition, the UCC gives a payee whose endorsement is forged the right to sue the payor [redacted], the depository [redacted] and the customer who deposited the check to recover the amount of the check.

With this background, on August 19, 2013, **. [redacted] deposited a check for $13,000.00 payable to the order of “[redacted] & [redacted].” Subsequent to the deposit of this check, **. [redacted] asked Ally [redacted] to release a hold it had placed on this deposited check. At that time, we reviewed the check and recognized that it was also payable to “[redacted].” As [redacted] was not a depositor of Ally [redacted] (and hence Ally [redacted] did not have a sample of her signature on file), we had no means to verify that she had in fact endorsed the check. Accordingly, we asked **. [redacted] to have [redacted] complete a notarized Release and Indemnification Agreement, and then return the form to us. The completed form would serve as verification from [redacted] that she had endorsed the check and that **. [redacted] was authorized to receive the proceeds of the check. **. [redacted] declined to ask [redacted] to sign the form and instead asked Ally [redacted] to return the deposited check to him.

Ally [redacted] was unable to return the check which was originally deposited as it had already been presented for payment to the payor [redacted] ([redacted]).

Instead, Ally [redacted] issued its own Official Check for the exact same amount as the check deposited and made it payable exactly the same way as the payee line on the check, i.e. “[redacted] and [redacted].”

**. [redacted] has Ally [redacted]’s Official Check made payable exactly the same way as the original check. **. [redacted]’ most recent letter indicates that his current bank will not accept the Ally Bank Official Check for deposit to his account at that bank. Presumably, this is because **. [redacted] has not provided his current bank with proof that the check was endorsed by [redacted]. Absent proof that [redacted] endorsed the check, it is unlikely that any bank will accept this check for deposit.

**. [redacted] needs to have Ally Bank’s Official Check endorsed by [redacted] and him, and then deposit the check into the bank of his choosing. The [redacted] will then present the Ally Bank Official Check to Ally Bank for payment. Ally Bank will pay the check if it is presented for payment by any other bank in the United States because the other bank will have warranted (gaurenteed) to Ally Bank that [redacted] endorsed the check.

Ally Bank will not accept its own Official Check for deposit into an account at Ally Bank unless and until Ally Bank is supplied with written and verifiable proof that the check was endorsed by [redacted].

With the completion of this response and our previous responses regarding case [redacted], we are considering this matter closed. If you have any further questions, please call me at the Executive Resolution Department, [redacted], Monday through Friday, 8:30 am to 5:00 pm, Eastern Standard Time.

Sincerely,

Consumer

Response:

I deposited a check for 1,575.00 into my Ally Bank checking account on 10/25/13. Ally Bank accepted the deposit, but after 10 days there is a hold on my money and I cannot access it.CSR [redacted] told me over the phone on 11/5/13 that my checking account is susceptible to an indefinite hold at any time, but in this case it is no more than 7 business days.The reason he gave is that my account has had a "negative balance in the past." What **. [redacted] did not explain is how keeping a customer's deposit out of his own account for 10 days would remedy a negative deposit.

Desired Settlement

I want access to my deposit NOW.I want future deposits within a reasonable time. A 10-day hold is absolutely outrageous.

Business

Response:

Good Afternoon

Please see the attached response, thank you.

Executive Resolution Specialist

November 20, 2013

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’ complaint regarding a deposit hold to our attention.

We have thoroughly reviewed the facts and circumstances regarding a hold placed on **. [redacted]’ eCheck deposit for $1,575.00 made at 9:08 p.m. on October 25, 2013. When an eCheck deposit is received after 4:00 p.m. EST, the item is considered to be deposited on the following business day. A seven-day business hold was placed on the deposit as **. [redacted]’ account was in a negative status for various days in June, August and September. This placement of the extended hold is consistent with our Funds Availability Policy, located in Appendix C on page 35 of the Ally Bank Deposit Agreement, dated June 18, 2011, and with Federal Reserve Regulation CC, Section § 229.13(d), regarding repeated overdrafts. The length of the hold is counted in business days beginning the business day of the deposit. Every day is a business day except Saturdays, Sundays, and federal holidays. Regardless of the hold, interest began accruing on the funds the day of deposit.

Please note that **. [redacted]’ account will continue to experience holds for an extended period of time based on our Funds Availability Policy.

An email alert was sent on October 25, 2013, to notify **. [redacted] of the funds availability time-frame. On November 4, 2013, **. [redacted] called our Contact Center and spoke with Supervisor [redacted]. **. [redacted] explained the reason for the hold and advised that the hold on his deposit would be removed on November 5, 2013. **. [redacted] also informed **. [redacted] of Ally’s revised funds availability policy regarding the change to the length of extended holds from seven to five business days effective October 26, 2013. However, our records indicate that **. [redacted] disconnected the call before **. [redacted] could further explain the extended hold policy. If **. [redacted] remained on the line we would have let him know that deposits made via Automated Clearing House (“ACH”) and wire transfers are not subject to extended holds.

If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 am to 5:00 pm, Eastern Standard Time.

Sincerely,

Review: I have a few problems with Ally Bank and will list them below:

1. I was called today (August 8th) at 7:32 am by Ally bank involving a dispute I filled with the bank. I requested that they call me after 10am Mountain time but my request was ignored. I was woken up by the phone call.

2. The day before (August 7th) I requested that I be called about a dispute after 4pm mountain time because I was at work. My request was ignored and I was called at 1:30pm while I was at work and I got in trouble with my employer.

3. I just recently went to a restaurant today (August 8th) to purchase myself some lunch. I had $19.88 in my account. The bill came out to be $13.70 and I gave the restaurant my debit card (that was 100% valid and working from previous knowledge). The server came back and said my card had been declined and it said "hold contact bank." So I contacted Ally in the middle of the restaurant embarrassingly in front of other patrons and was told my card had been deactivated. Firstly, I spoke with 3 bankers earlier in the day (August 8th) and was NEVER told once that my card would be deactivated. Yet without my knowledge or consent, my card was deactivated with out so much as a courtesy email or phone call. After waiting on hold for at least 25 minutes in the restaurant the banker left me "high and dry" telling me there was nothing he could do. In the mean time, an anonymous patron at the restaurant overheard my conversation and paid my bill for me.

Not only was my situation in #3 incredibly embarrassing but Ally didn't inform me at all that my card would be deactivated and left me no way to may for my food nor would they offer any solution to help me pay for my food. If it weren't for a nice patron, I would still be sitting in the restaurant with no way to pay for my meal even though I had valid funds to be able to.

My name is [redacted]. The last four of my debit card number is [redacted]. The last four of the account number is [redacted]. The current balance as of the time of this complaint is $19.88.Desired Settlement: I would like an apology letter from Ally stating that it wasn't just for them to deactivate my card without my knowledge and an apology for leaving me high and dry in the restaurant offering no solution to help me access my funds.

Secondly I would like a new debit card overnighted to my home.

Business

Response:

Good Afternoon,

Please see the attached response. Thank you.

Executive Resolution Specialist

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 was very satisfied by the way in which I received an apology letter and the retraining of the associated involved. Because of the kind nature of the apology and acknowledging their mistakes, Ally Bank will keep my business for years to come.

Regards,

Review: My Ally debit card had an expiration date of 10\14.Ally's systems for some reason had an expiration date of 9\14.So, they expired my debit card a full month before it should have been expired. When I called them they pretty much said Oh well, just use your wife's card until the new one gets there.They said they had sent out a new card on 9\20\14, but I have never received it and I have no way to look at their records to see if that actually happened. Their first response also said that they had sent out a second card on 9\29, but that I would not receive it for 7-10 business days.After I called them on 10\3\14, a supervisor did say they would send out an expedited replacement card to arrive in 2-3 business days, but since that was a Friday, that was only a slight improvement on the arrival date for the first replacement card.I do not feel that their first response was sufficient, since their system was the one at fault, giving a wrong expiration date for my card. Since I had used that card on a fair number of sites, all of which required entering the expiration date, if I was wrong, then all of those transactions should have been rejected for entry of incorrect information.As they went through, the expiration date on the card is definitive, and their error has caused me a great deal of inconvenience.Desired Settlement: Since I have not yet actually lost money or been charged fees relating to the card not working, I am not now asking for a monetary settlement. This might change if automatic transactions fail or are bounced.

Business

Response:

October 17, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding the early expiration of his debit card.We sincerely apologize to [redacted] for our error regarding the expiration date on his debit card and the handling of his situation. We express shipped a new debit card to [redacted] at no charge and on October 8, 2014, [redacted] activated his new card. We have corrected the error in our system and his new card and our records match with the expiration date of October 2016.On October 16, 2014, a separate letter was sent to [redacted] acknowledging our mistake. [redacted] can provide this letter to anyone who was affected by our error.Again, we sincerely apologize for our error and the inconvenience we have caused [redacted]. We thank him for bringing this to our attention. His experience is not typical of Ally Bank’s level of customer service and does not meet the 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

Review: I signed up for a 5k race using [redacted] The race did not take place and I was told that I should be receiving a refund of $40. When I had not received the refund I tried to contact the number on the race website ###-###-####, but when called it goes straight to voicemail and the voicemail was full. I then called Ally Bank to dispute the charges. I explained the situation as written above, and the Employee then told me that I needed to get in contact with company to receive a refund and that they would not be able to dispute the charge. I then got into contact with [redacted] they told me to contact the organizers of the event and if I was unable to do so then dispute the charge through my bank. I tried to contact the number again with no success, so I then contacted Ally Bank again. I spoke with another employee who I explained the situation to she then told me that I would have to contact [redacted], after I explained that I already had and that they told me to dispute the charge through my bank. She then told me there is nothing that she could do.Desired Settlement: Refund of my $40

Business

Response:

Good Afternoon

Please see the attached response, thank you.

Executive Resolution Specialist

September 27, 2013

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’ complaint to our attention.

We have thoroughly reviewed the facts and circumstances surrounding her complaint.

**. [redacted] telephoned our Contact Center on September 9, 2013, and spoke with our representatives multiple times regarding a $40.00 debit card transaction, which had been deducted from her account on July 22, 2013. **. [redacted] informed us that she had used her Ally Bank debit card to pay a $40.00 registration fee for a 5K run. The actual run did not take place, and **. [redacted] requested a refund of her $40.00 registration fee.

Our Contact Center Representative correctly informed **. [redacted] that this type of claim was not the responsibility of the bank issuing the debit card. The types of transactions that are resolvable by the bank are generally those transactions that were (a) not conducted by or authorized by the cardholder or (b) transactions that were processed for an incorrect amount. In this case, **. [redacted] authorized the transaction, and the transaction was posted to her account for the correct $40.00 amount. Accordingly, she was correctly informed by our Contact Center Representative that she needed to resolve the issue directly with the merchant.

However, her claim was later incorrectly handled as an unauthorized transaction upon subsequent contact with us. This resulted in a $40.00 provisional credit to her account, pending the completion of an investigation, and the “hot carding” of her existing debit card.

Due to this mishandling, we sincerely apologize to **. [redacted] for the inconvenience we caused. To compensate for the inconvenience to **. [redacted], Ally Bank is making the provisional credit of $40.00 to her account a final credit. The $40.00 is hers to keep.

Her experience is not typical of Ally Bank’s level of customer service and does not meet the standard 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 associates involved with this issue have been provided additional coaching.

If you should have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

I have never in my life experienced such aggravation and disgust with the practices of a business such as Ally Bank. They were recently my bank for my car loan, that was totaled as of March 1, 2015. According to their records payoff did not post until Sept 30, 2015, even though THEIR records indicated payments as of May 29, 2015 and GAP payment as of Aug 2, 2015. They claim they had received the final payment post as of Oct, 2015. That they have a Total Loss Division that handles this type of transaction and that is when they "claim" they received the check. On top of that I receive a statement in July, 2015 that I owe 352.44. I immediately contacted them and explained this car has been totaled and paid off. I don't receive any other notifications until 2 days ago where I received a statement claiming I now owe $220.92. It took me 2 days to get through to the Total Loss Dept after speaking with a Ally rep (which even SHE could not connect me and eventually had to tell me to try calling them back). Today after I contacted Ally again, I explained the situation and I was instructed to speak with someone in their Total Loss Dept, which they stated this account was closed. SO they escalated my call and the person I spoke with there explained to me that due to the fact that these checks were not posted/received until recently I owe late charges and finance charges per my contract. That is CLEARLY on my contract, SO I guess due to Ally's subsidiary that posted these payments late this is my fault? Of course she had no answer and plainly agreed that was the case. As my conversation continued she kept telling me that I owe $232, and I kept correcting her and told her the statement I currently have in front of me FROM Ally states I owe $220.92, where was she getting that number from, she explained that was a late charge. A late charge for what?!! I received the statement Nov 16,2015, it shows on the statement due date Nov 1,2015, how is that my fault again?!! After repeating this to her numerous times she stated she will waive the $11.04 to which brings me to $221. AGAIN I said the statement shows $220.92. I am completely disgusted with their deceiving practices, and I already know that Ally had a class action claim lawsuit against them for discrimination against females and minorities, charging a higher interest rate based on that information. I will let everyone I can know to NEVER use Ally Bank/Financial as they are stealing money and have terrible organization structure and because of their short falls it is pushed on to the consumers.

Review: I RECEIVED IN THE MAIL FROM ALLY BANK A REQUEST TO SIGN FOR A CHECKING ACCOUNT THAT I HAD OPENED BUT I DID NOT OPEN IT.

I REPORTED IT TO THE BANKON 06/21/2014 AND I AM WAITING A RESPONSE BUT I AM CONCERNED THAT THIS TRANSACTION IS NOT SHOWING UP ON MY CREDIT REPORT

SO IT MAKES ME THINK THAT ALLY BANK DID THIS AS A MEANS TO GET ME TO OPEN AN ACCOUNT WITH THEM.

THE ADDRESS ON THE DEPOSIT SLIP IS [redacted], PA. [redacted]

THE ADDRESS ON THE LETTER IS [redacted], PA. [redacted]Desired Settlement: LET ME KNOW HOW THEY GOT MY SOCIAL SECURITY NUMBER AND MY ADDRESS TO OPEN THIS ACCOUNT.

AND ARE THERE ANY OTHER ACCOUNTS OPENED OR ATTEMPTED TO BE OPENED.

Consumer

Response:

Revdex.com of Metro Washington DC

4:40 PM (16 hours ago)

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Jun 23, 2014 at 3:53 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

ALLY BANK HAS CONTACTED ME AND HAS CLOSED THE ACCOUNT SO THIS IS RESOLVED

GENE

PHONE ###-###-####

FAX ###-###-####