Ally Bank

Review: On 11/12/2013 received a package of information regarding three checking account that I supposedly opened. Called during business hours but was put on hold for extensive amounts of time. Spoke with [redacted] who I explained that I believe this was identity theft and inappropriate use of my social security [redacted] and private information. She told me she could not do anything and I should call [redacted] at ###-###-####. When asked who that was she would not say and refused to close the accounts saying they could not do anything. I said why would the bank be more concerned and contact me, she replied it would take 1-2 days for a return call. While discussing my husband called the [redacted] and left a message for **. [redacted] of the fraud unit. I asked to speak with a supervisor and **. [redacted] responded, "Oh wonderful!". Placed on hold again and finally spoke with [redacted] who said that they could not give me information on my account or close the account. I explained their own information, "Keeping your account safe and secure" said if fraud or identity theft to contact immediately (24/7) and place the account on hold and close the account immediately. **. [redacted] said he didn't know what I was talking about and they could not do anything except during normal business hours and **. [redacted] was the only person that could help. Ally Bank got my information from somewhere placed it on paperwork and sent my information via the mail which I think it a total misuse of private information.Desired Settlement: I request a letter detailing how Ally Bank obtained my information regarding name, address, social security [redacted] and my Mother's maiden name.

Business

Response:

Good Morning

Our response is attached, thank you.

Executive Resolution Specialist

November 22, 2013

Dear **. [redacted]:

Thank you for for[redacted]ing **. [redacted] complaint regarding unauthorized account openings to our attention.

We have thoroughly reviewed the facts and circumstances regarding unauthorized accounts opened with **. [redacted]’ personal information. Three Interest Checking accounts were opened online via Ally.com on November 4, 2013, using **. [redacted]’ personal information, including her social security number. When the accounts were opened, we mailed a welcome kit, which included the full social security number on the Form W-9 (Request for Taxpayer Identification Number (TIN) and Certification) which is used to certify the social security number on file for the customer.

While we cannot go into specifics about our Loss Prevention review methods or the details regarding the accounts opened in **. [redacted]’ name, we can state that our account review process is very rigorous and comprehensive.

• On November 5, 2013, the accounts were reviewed by our Loss Prevention Specialist, [redacted]. **. [redacted] sent **. [redacted] a letter asking her to contact our Loss Prevention Department.

• On November 7, 2013, the zero balance accounts were closed by **. [redacted].

• On November 12, 2013, **. [redacted] called our Contact Center and advised that she had received a welcome kit for accounts she did not open. The Contact Center Associate, [redacted], was not able to supply **. [redacted] with information regarding the specifics of the accounts and provided her with the contact information for **. [redacted].

**. [redacted] escalated to Contact Center Supervisor, [redacted], who also was unable to provide **. [redacted] with details surrounding the accounts and informed her she needed to speak with **. [redacted].

• On November 13, 2013, **. [redacted] spoke with **. [redacted] and confirmed she did not open the accounts. As the applicant was able to provide personal information about **. [redacted], **. [redacted] recommended that she contact the credit bureaus, as it appears she may be a victim of identity theft.

We are sympathetic to **. [redacted] experience and understand her concern. We have reviewed the conversation between **. [redacted] and our Contact Center Associate, **. [redacted]. While **. [redacted] was correct in advising **. [redacted] that she needed to speak with **. [redacted] regarding the accounts, we sincerely apologize for the lack of compassion our associate expressed; she has been provided additional coaching. **. [redacted]’ experience is not typical of Ally Bank’s level of customer service and does not meet the service levels we strive to achieve. **. [redacted]’ issue has been brought to the attention of senior management who will use the information to improve customer service and efficiency.

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,

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.]

Although they could have apologized directly to me. 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,

Review: I spoke with the bank about my account due to not being able to access it. After not fixing the issue, I called 5 minutes later and when I asked to close my account, there was now an "system wide" outage. The representative said it was system wide and there were no locations that could close my account and the outage had been in place for the past hour. In fact, they could not even access my account. However, a few minutes before, I spoke to a representative and there was no issues with the system at all. Once you have an account, apparently it is impossible to close.Desired Settlement: I want to close my account.

Business

Response:

July 17, 2014Dear [redacted]:Thank you for forwarding [redacted]’s complaint regarding her calls of May 9, 2014, to our Contact Centers.We sincerely apologize to [redacted] for the lack of service she received. We have confirmed that the Contact Center was experiencing technical difficulties on May 9, 2014, during this time, the associates at the Contact Center were not able to access account information.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by [redacted].• On Friday, May 9, 2014, at approximately 9:50 am EDT, [redacted] spoke with our Contact Center regarding her account and her online access. The Contact Center associate provided [redacted] with the requested information. At approximately 10:00 am EDT, [redacted] called back the Contact Center. Unfortunately, the Contact Center was unable to assist her as they were at that time experiencing technical difficulties. The associate informed [redacted] that the system was temporarily unavailable. As noted in her complaint, [redacted] stated she had recently spoken with someone and they were able to access her information. [redacted] then requested her account to be closed. We were unable to comply with the request due to the system being temporarily unavailable at the Contact Center.• On Sunday, May 11, 2014, [redacted] spoke with our Contact Center and we assisted her with her online access.• On May 13, 2014 and May 27, 2014, we received deposits for [redacted]’s account.• On Wednesday, July 9, 2014, we received the Revdex.com complaint by [redacted], dated May 9, 2014.• On Thursday, July 10, 2014, [redacted] and I communicated via email and she has decided to keep her account open.Again, we apologize for the lack of service [redacted] received. We thank her for bringing this to our attention. Her experience is not typical of Ally Bank’s level of customer service and does not meet the customer service we strive to achieve. 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: They closed my bank account for no reason with $95 in it I wamy a check for that amount. Mailed to meDesired Settlement: 95.00

Business

Response:

July 2, 2014Dear [redacted]:Thank you for forwarding **. [redacted]’s complaint to our attention.We have thoroughly reviewed **. [redacted]’s concerns and the following information will provide further clarification regarding the closure of the account.We take the security of our customers very seriously. On May 31, 2014, an Interest Checking account was opened under the name of [redacted]. There were two attempts to fund the account via Automated Clearing House (“ACH”) transactions; however, the two requests, one for $3.00 and one for $25.00, were not successful. The external financial institution notified us that they could not locate the account. For security purposes, we placed a debit restriction on the account.The account was funded on June 4, 2014, with an ACH deposit of $35.00 in the name of [redacted] from [redacted]. The day prior, on June 3, 2014, we received a debit in the amount of $50.00 which we returned unpaid due to insufficient funds in the account. On June 5, 2014, an ACH deposit in the amount of $16.00 was received that did not reference a payee name. That same day our Loss Prevention department spoke with two different individuals claiming to be [redacted]. We informed the individuals we required documentation of their identity. Over the course of the next few days we received several items for payment, all for amounts over $200.00, in the name of [redacted].Ally Bank applies a rigorous and comprehensive verification process when reviewing each new account. Given the multiple issues identified during the verification process, the decision was made to restrict the account. The account will remain open and restricted until we are able to complete our security review and confirm the identity of the account holder.If you should have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm, Eastern Standard Time.Sincerely,

Review: On 2/9/2014, I initiated a transfer request from my Ally Bank Savings Account to my external [redacted] Checking Account for $70. On 2/12/2014, the transfer was completed. Without any prior notification, the transfer was withdrawn from my checking account putting me into overdraft. Ally Bank did not inform me there were insufficient funds to complete the transfer due to a pending transaction on the account until 2/13/2014. Upon calling Ally Bank's customer service department, I was informed that my account had been locked and the transfer could not be completed for 3-5 business days.

In summary, there was no notice that 1) My account had insufficient funds to transfer due to a pending transaction 2 business days after the transfer was initiated; and, 2) The transfer was made and withdrawn without any notification. The punitive suspension of my account and subsequent delay of transferring the remaining amount in my Ally account is unnecessary and irresponsible.Desired Settlement: I want the transfer to be expedited and for the policy to be responsible and notify account holders of pending transactions.

Business

Response:

February 26, 2014

Dear **. [redacted]:

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

We have thoroughly reviewed the requested Automated Clearing House (“ACH”) transfer that **. [redacted] made to her external [redacted] account. Below is a chronology of the events that transpired.

• On February 9, 2014, **. [redacted] requested a transfer for $70.00 via ally.com from her Ally Bank account ending in [redacted] to her [redacted] account to be delivered by February 12, 2014. At the time, the available balance in her Ally Bank account was $76.53.

• On February 10, 2014, before the funds for the transfer were removed from **. [redacted]’ account, a debit card transaction for $26.00 posted to her account and decreased the available balance to $50.53.

• On February 11, 2014, the debit for the transfer attempted to post to her Ally Bank account and could not be processed as the account balance no longer had sufficient funds. However, the ACH credit to her [redacted] account had already been sent.

• On February 12, 2014, the ACH credit posted to **. [redacted]’ [redacted] account.

• On February 13, 2014, the ACH credit was reversed from **. [redacted]’ [redacted] account. At 4:09 a.m. EST, an email alert was sent to **. [redacted]’ email address on file advising that there was a problem with her transfer and her ability to transfer funds via ACH was temporarily suspended. Later that day, **. [redacted] spoke with the Contact Center and was advised of a 3-5 business day turnaround time for her ACH transfer service to be restored. As a result, **. [redacted] requested her account be closed. The closure was processed, and the funds totaling $50.60 were sent via ACH to her [redacted] account.

Ally Bank’s Deposit Agreement effective December 7, 2013, in Section E on page 18, states the following regarding sufficient funds:

“You agree that you will have sufficient available funds in your Ally account to cover all outbound ACH transfers on the date scheduled. If your Ally account does not have sufficient available funds on the scheduled transfer date, we may elect not to initiate one or more of the scheduled transfers.”

Upon review Ally Bank found no errors in the handling of **. [redacted]’ ACH transaction.

Should you have additional questions or concerns, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 5:00 p.m., EST.

Sincerely,

Review: I am an existing Ally Bank customer with both checking and savings account in Ally Bank. About two weeks ago I called Ally Bank customer service to request free check book to be sent to me as I need to use it urgently. The representative said he will order the free check book for me. Then on September 24, 2013, I called back Ally Bank customer service to follow up on my check book request. The representative (her name is [redacted]) told me that the previous representative ordered a wrong check book for me and the checks do not have my name and address in there (order and print errors). This representative said she has to re-order the check book for me. Due to the significant inconvenience caused in this case, [redacted] said she can request $50 credit to be posted to my checking account as a compensation. [redacted] also said it should take no more than 3 days for processing the $50 credit posting.However, it has been more than three business days but I still have not received the $50 credit in my Ally Bank Checking account yet. Also I have not received any check book from Ally Bank either. I called back Ally Bank customer service this afternoon but was told by another agent that $50 credit was declined.I feel so frustrated about the poor customer service of Ally Bank and their lack of business integrity. Their representative (**. [redacted]) already promised me the $50 credit as compensation but later on they didn't follow their representative's verbal promise.Desired Settlement: I request Ally Bank to apply $50 credit to my Checking account immediately as the compensation of the incorrect check ordering service. Otherwise, I will take further actions, including posting my extremely bad experience with Ally Bank online to warn other bank customers.

Business

Response:

Good Afternoon

Please see the attached response, thank you

Executive Resolution Specialist

October 11,2013

Dear [redacted]:

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

We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by [redacted]. On September 17, 2013, [redacted] ordered checks through our Contact Center. Unfortunately, the checks were not correct as [redacted]’s name and address were not printed on the checks. Due to associate errors on September 24, 2013, and September 25, 2013, [redacted] was misinformed that his request for $50.00 compensation would be reviewed as a consideration due to the error on the checks. As a policy, Ally Bank does not provide compensation. Please note that a review of the customer’s calls found that the associates did not promise [redacted] the $50.00 credit as compensation, as stated in [redacted]’s complaint. The associates involved with this issue have been provided additional coaching.

On September 24, 2013, an associate from our Contact Center placed a new order of checks and offered expedited shipping at no charge, which [redacted] declined. The order was shipped on September 26, 2013, with a standard delivery time of up to 14 days.

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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Ally Bank customer service representative made a mistake in ordering my checkbook as he did not put my name and address on the checks.

Such an error caused lots of inconvenience for me.

Therefore I complained to Ally Bank customer service and was offered by another representative $50 credit in my checking account.

As such, I request Ally Bank to honor their representative's offer of $50 credit and apply the credit to my account as soon as possible.

Otherwise, it is not fair for me to suffer the inconvenience due to Ally Bank's mistake on my checks.

Regards,

Business

Response:

Good Morning,

Please see the attached respsone.

Based on this response and our previous response, we are considering this matter closed.

Sincerely,

Executive Resolution Specialist

November 1, 2013

Dear [redacted]:

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

As stated in our previous response, as a policy, Ally Bank does not provide compensation. Review of the customer’s calls found no indication that a Contact Center associate promised or offered [redacted] $50.00 credit as compensation, as stated in [redacted]’s complaints. The associates who advised [redacted] that his request for compensation would be reviewed as a consideration have been provided additional coaching.

Based on this response and our previous response, we are considering this matter closed. 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: In mid June, I noticed there was a withdrawal from my checking account at Ally Bank. I thought that this was an unauthorized withdrawal, so I asked Ally Bank to put a stop payment on it, but they subsequently issued a provisional credit and they also put a freeze on my checking account. I did not realize this, until I found that I could not move any monies out of the account into my other accounts with them. I called shortly after the issue occured to explain to them that I found out that the payee, Sprint, was the entity that withdrew the funds unbeknownst to me because at one time, I had offered them my banking information which they kept on file and apparently took advantage of withdrawing my monies during June when I missed a payment (I was paying them from another bank account). I straightened the issue with them after some negotiation, but I am still fighting with Ally to release the funds from my checking account. There was a check that I wrote on my account that bounced because Ally would not pay it which cost me an additional $10.00. I called again on June 28, 2013, and they told me I had to send a letter explaining the provisional credit and settlement. They asked that I forward (fax) this statement along with a copy of my driver's license which I complied with grudgingly. I thought that it would have been resolved, but here I am today, still fighting this because I found out that they have not acted on my request because turns out, the copy they received through the fax was too dark and they couldn't make out my license! Needless to say, I am more than ticked off because, no one has bothered to contact me regarding the delay which is now entering into three weeks. After screaming at whoever I could get to talk to me on Saturday, I finally scanned my DL via e-mail which I wasn't thrilled about and yet today, I still see that the monies in my account ( a little over $2500) remains in their possession.Desired Settlement: All I want them to do is to remove the restriction on my checking account, transfer my money to my other bank account that I designated and close my account. I don't wish to ever do any additional business them as long as I live.

Business

Response:

Good Afternoon,

Please see the attached response, thank you.

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 somewhat satisfactory to me. This episode costs me $40.00 in return check fees that I will never get back due to their (Ally Bank) incompetence. However, I don't care. I am just glad to end the relationship and move on.

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

Review: The biggest problem is poor customer communications from Ally. I have encountered a serious technical issue with their website that has cause multiple problems. I have used their recommended forms of communication and requested a call from a manager, however they do not follow through with actions or phone calls. There is a seriousness because they are handling my funds and I should have access to properly manage these funds safely.

I have several accounts with them, which I transferred from [redacted]. In the transfer process I ended up with insufficient fund fees on the [redacted] side that I thought it was from [redacted]. It was not, and I will say that they, [redacted], were gracious and removed the fees. [redacted] couldn't understand it, and neither could I. It turns out that somehow the numbers got transposed in the transfer.

Meanwhile I had to now deal with Ally because the funds never came over. It took 2 calls and 2 online chats to get everything resolved. Everyone was nice, but they are inept.

The final straw came the week after when I decided to move the rest of my accounts over and realized that Ally has a bug in their software that causes the numbers to transpose when opening an account. This happens regardless of what kind of account you are opening. The only way to avoid this is to have all amounts ending in "00".

I immediately called the customer service. They wanted to take me through all of their hoops, but all I wanted to do was report a technical problem. I asked to speak to a supervisor, and that was not going to happen. The service agent said she would let tech support know and someone would call me. No one has called me.

A week more goes by and I thought they may have just fixed the problem. I tried opening an account again, and the bug is still there. This time I emailed the problem from their site, listed my phone number and asked to be called. Because I listed the problem as a security problem, a form email came back saying they cannot discuss security via email, but not to worry they are secure. I replied with a deadline to have a manager call me, but have not received a response and it's been 3 days, 1 business. Now I will spend my time moving my accounts out of Ally.

The risk associated with an inability to contact management when customer service is poor or there is a technical problem is a red flag. I can imagine if my money was threatened, although they are FDIC, the fact that I cannot speak to a supervisor is suspicious.

The fact that their website software has a bug and they have sat on it with notification for weeks is also a security threat to my funds. Their avoidance of the problem is also concerning.

Use this business with extreme caution.Desired Settlement: I want a phone call from a manager and I want the bug fixed on the website.

Business

Response:

May 29, 2014Dear [redacted]:Thank you for forwarding **. [redacted] complaint to our attention.We sincerely apologize for the lack of communication and service [redacted] received regarding the information she provided about transaction amounts being transposed.We have thoroughly reviewed **. [redacted] complaint and the delay in responding to her concern.• On May , 2014, [redacted] spoke with our Contact Center and informed us of a system issue involving her transaction amounts being transposed. [redacted] was informed that the information would be sent to our technology team and she would receive a call back. Unfortunately, the information was not forwarded to the appropriate area and [redacted] did not receive the promised call.• On May 16, 2014, [redacted] sent an unsecured email requesting to speak with a manager and receive a call back.• On May 17 2014, our Contact Center responded to **. [redacted] unsecured email; however, [redacted] did not receive the requested phone call.• On May 19, 2014, [redacted] responded to our email, requesting a call from upper management. Our Contact Center sent the request for [redacted] to be contacted by our Executive Resolution Team.• On May 21, 2014, an Executive Resolution Specialist called [redacted] and left a voice mail message.• On May 22, 2014, [redacted] spoke with an Executive Resolution Specialist, who apologized for the lack of communication and explained that we do have processes in place for escalations. We did notify our technical team of the issue.• On May 23, 2013, an Executive Resolution Specialist spoke with [redacted] and informed her that our technical team was working on the system issue with the transaction amounts being transposed. We informed [redacted] that we would keep her informed of our progress in correcting the issue.Again, we apologize for the lack of response and urgency regarding her concern. We thank her for bringing this to our attention. Her experience is not typical of Ally Banks level of customer service and does not meet the customer service we strive to achieve. **. [redacted] experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associates involved with this issue have been provided additional coaching.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,

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.

I would like to add that [redacted] was prompt and apologetic. My faith in this company and style of banking was renewed by my interaction with her.

Regards,

Review: I opened a SAVINGS along with an Interest checking account in June 2014....on June 25th I funded my interest checking and started calling on the week of JULY 7th to inquire about my DEBIT card and was told it would arrive the latest by the 11th as of july the 20th I still havn't received it..(there was an emergency on the wk of the 7th and I needed access to my money)..

On july 15th they BLOCKED and LOCKED my access to my online account and when I called the REGULAR customer service line they said they couldn't HELP ME because it ha been REFFERED to their FRAUD DIVISION..I spoke to a few supevisors and they said the same thing.

I contacted their FRAUD dept. and was met with OBNOXIOUS attitude and UNPROFESSIONALISM and finally spoke to a supervisor REBECCA and she asked I email my identity photo id and ss# and said my account would be unblocked..I called many time since the 15th and they REFUSED to help me and I left several message for supervisor rebecca and has NEVER returned my calls and I FINALLY spoke to the FRAUD dept. MANAGER **ALISON on friday the 18th and she hung up on me after speaking to me for less then 15seconds and said I was NOT the account holder and when I called back the reps their were snickering and told me they are handling it and the dept manager refused to talk to me and many other reps there REFUSED TO HELP me RESTORE MY ACCOUNT...

THIS IS THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD IN MY ENTIRE LIFE........I asked many time TO RETURN MY MONEY AND CLOSE OUT MY ACCOUNT AND THEY REFUSED!!!!!!!!!!!!

I have CONTACTED my bank CHASE to get my money back since I did a transfer on JUNE 6TH 2014....Desired Settlement: I already called my bank CHASE to get my money back wich totals $150 and they are INVESTIGATING it.

Business

Response:

July 30, 2014Dear [redacted]:Thank you for forwarding [redacted]’s complaint regarding his account.We have thoroughly reviewed [redacted]’s concerns. His accounts were transferred to our Loss Prevention Department for verification purposes.We take the security of our customers very seriously. Ally Bank applies a rigorous and comprehensive verification process. Given the multiple issues identified during a secondary review process, the decision was made to restrict the accounts.The funds ($150.00) that were electronically transferred to Ally Bank were recalled by the external financial institution as an unauthorized transaction.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 S[redacted] Executive Resolution Specialist

Review: I was a very happy customer until I closed my old account. Unfortunately, my place of work was unable to direct deposit any money for 3 months. The first time was forgivable because the direct deposit could not be switched to the new account on time, though it would have been reasonable for them to put the money in to the correct account or at least contact my employer first. The third time should have worked as we used the check and had the correct numbers but my employer was blamed for this. Again, I could not get money into this account and I needed the money right away as the check was made late. I was very late on my rent and with my debtors because of this and could not mail the check to them which in the past I was told was frowned upon. Not only that, I thought that this last time I would have money on my account and sent a check to fix a Fix It ticket. I would not have made that check if Ally had done it's job. Now that ticket went from $25 to $75 and I'm a felon thanks to incompetence of this bank.Desired Settlement: I want Ally to pay for the ticket.

Business

Response:

March 6, 2014

Dear **. [redacted]:

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

We have thoroughly reviewed the facts and circumstances regarding **. [redacted]’ concerns. Based on this review, we have concluded that her current statements and issues are substantially similar to her Revdex.com Complaint Case #[redacted]. Given that Ally Bank has previously responded to the majority of these statements and issues, we are enclosing a copy of our February 27, 2014 response for your review.

Considering that **. [redacted]’ desired outcome is different, please see the additional information outlined below.

• The letter mailed on January 15, 2014, advised **. [redacted] if the overdraft was not paid, her account would be placed on a “Deposit Only” status as of January 21, 2014. It explained she could remit a wire, initiate an ACH transfer through Ally or another financial institution, or send a check payable to Ally Bank in the included postage paid envelope for the overdraft amount.

• On January 21, 2014, **. [redacted] account was placed on “Deposit Only” status.

• On February 13, 2014, check number 1002 dated February 5, 2014, for $25.00 was returned unpaid due to the account status.

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

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

Sincerely,

Review: Ally Bank failed to do the job of good customer service and having me wait on the phone for over 20 minutes to get a response about my accounts. When I asked to have a supervisor or manager call me back, it took them over several hours when they stated it would not be longer than 20 minutes. Then I had a representative call at 7am which is not normal business hours on the very next day about my accounts. It takes way to long to have checked cashed by the bank and to get a simple question answered. On top of that, I had received a email from the bank and called them to see what was going on. Again, I was put on hold for 15 minutes and when I spoke to the first representative, she again put me on hold. Shortly after that the call was disconnected and she did not bother to call me back to take care of the situation. The Bank flat out does not care about the customer who are keeping the bank in business. I don't like people or companies wasting my time or causing unnecessary stress due to their impotency and failure to do their jobs correctly.Desired Settlement: I would like all of my accounts closed, along with an apology and a written confirmation of the accounts closed. I would like all of the representative I spoke with retrained in customer service. The bank knows who these people are because all my calls have been monitored. I would like to speak with the CEO or some one who can make decisions and not another representative who does not know what they are doing. I would like all these things met, before even being asked to drop the complaint. If these are not done, I will contact the governor of both states where the headquarters are and we can continue from there.

Business

Response:

Good Afternoon,

Please see the attached response, thank you

Michelle Sosin

Executive Resolution Specialist

October 25, 2013

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s complaint regarding customer service issues he had with Ally Bank.

We have thoroughly reviewed **. [redacted]’s concerns regarding the level of customer service he received during phone calls with our associates. As Ally Bank is committed to quality customer service, we train our associates to provide a reasonable hold time expectation before placing a customer on hold. Our records and review of the Contact Center calls do not indicate that **. [redacted] was placed on hold for 20 minutes.

We have confirmed that an associate did call **. [redacted] prior to 8:00 a.m. PST on September 27, 2013, and the associate involved has been given additional coaching. On October 9, 2013, we sent **. [redacted] an email asking for him to contact us. That same day, we received a call from **. [redacted] and informed him the reason for the email was to advise that we transferred funds from his Money Market account to cover the negative balance in his Interest Checking account. Our review of the call indicates that **. [redacted] disconnected from the call after being placed on hold for three minutes. An associate from our Executive Resolution Department reached out to **. [redacted] on October 10, 2013, via phone and email to discuss his concerns, but was unsuccessful in speaking with him.

Regarding **. [redacted]’s concern involving length of time for funds to be available after making a check deposit, we follow the Funds Availability Policy outlined in Appendix C on page 35 of the Ally Bank Deposit Agreement. Additionally, we also provide this information on our website.

Per **. [redacted]’s request, we closed his Money Market Savings account and two Interest Checking accounts with Ally Bank and sent him a check for the total remaining balances on October 25, 2013.

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,

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: Do to Ally bank and the customer service that was given. The representative decided to close the account with out given me prior knowledge as to what date the account would be closed. Also the representative was unable to get in contact with, never took it upon themselves to try to contact me again to resolve the matter. Very unprofessional, again being brushed off must be the normal response. So with this, I refuse and reject the response and would again want to speak with someone who can explain why the customer service and follow up procedures are unprofessional.

Regards,

Business

Response:

Good Afternoon

Based on this attached response and our previous response, we are considering this matter closed.

Thank you

Executive Resolution Specialist

November 8, 2013

Dear **. [redacted]:

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

In **. [redacted]’s prior complaint which we received on October 16, 2013, he requested that his accounts be closed and confirmation of such in writing. We closed his accounts and mailed him a check for the remaining balances on October 25, 2013. Written confirmation that his accounts had been closed was provided in our response to his complaint dated October 25, 2013.

We have thoroughly reviewed **. [redacted]’s concerns regarding the level of customer service he received during his conversations with our associates. Our review of those conversations found no indication that our associates were unprofessional, as **. [redacted] stated in his complaint. We acknowledged that an associate called **. [redacted] prior to 8:00 a.m. PST on September 27, 2013, and that associate was given additional coaching. We apologize for the inconvenience this caused.

As previously advised, an associate from our Executive Resolution Department reached out to **. [redacted] on October 10, 2013, via phone and email to discuss his concerns, but was unsuccessful in speaking with him. If **. [redacted] has any further questions, he may call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 am to 5:00 pm, EST.

Based on this response and our previous response, we are considering this matter closed.

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,

Review: I had two savings accounts (Account number [redacted] and [redacted])fraudulently opened up in my name. I believe this was an online identity theft issue. I do not think that this bank is taking appropriate steps to assure that identity theft does not happen, and their loss prevention team is very difficult to contact.Desired Settlement: DesiredSettlementID: Other (requires explanation)

For starters, I would like my accounts to be closed immediately. I would also like the bank to take further steps to assure the privacy of future applicants for accounts. If there are any further problems such as tax refund fraud or any stolen funds related to the account which has been opened up the bank will be hearing from me for further action.

Business

Response:

April 17, 2014Dear **. [redacted]:Thank you for forwarding **. [redacted]’s complaint to our attention.We have thoroughly reviewed the circumstances regarding the unauthorized Online Savings Accounts opened in **. [redacted]’s name with his personal information.On March 10, 2014 and March 12, 2014, accounts were opened online on our ally.com website using **. [redacted]’s personal information, including his Social Security number. Ally Bank complies with the federal Customer Identification Program (“CIP”) requirements, adopted pursuant to Section 326 of the USA PATRIOT Act, which require every financial institution to obtain certain information from new customers and to have reasonable procedures in place to verify the identity of each new customer.Under CIP requirements, every bank must obtain, at a minimum, the following information from a new customer prior to opening an account:(1) Name;(2) Date of birth for an individual;(3) Address, which shall be (i) For an individual, a residential or business street address; or (ii) For an individual who does not have a residential or business street address, an Army Post Office (APO) or Fleet Post Office (FPO) box number, or the residential or business street address of next of kin or of another contact individual; and an(4) Identification number, which shall be (i) For a U.S. person, a taxpayer identification number; or (ii) For a non-U.S. person, one or more of the following: a taxpayer identification number; passport number and country of issuance; alien identification card number; or number and country of issuance of any other government-issued document evidencing nationality or residence and bearing a photograph or similar safeguard.In this case, the perpetrator(s) had sufficient personal information about **. [redacted] in their possession to enable them to supply Ally Bank with the required four pieces of information as well as successfully pass the identity verification protocols used by Ally Bank.Ally Bank is an online bank, and therefore, cannot verify the identity of new customers by viewing documents provided by that customer (such as a driver’s license or a passport) as compared to a face-to-face account opening process. Instead, Ally Bank uses certain information contained in the credit histories of individuals seeking to open accounts at Ally Bank. Ally Bank also uses certain information available in commercially available databases to confirm that the individual exists. This process ensures the information provided by the new customer matches the information obtained from the records of a credit bureau and other available databases. In this case, the information supplied by the perpetrator(s) was sufficient to cause Ally Bank to believe that it was opening an account for **. [redacted].On March 12, 2014, all accounts were closed by a Loss Prevention Specialist. On March 23, 2014, **. [redacted] spoke with our Contact Center and was given our Loss Prevention Department’s contact number. On March 31, 2014, **. [redacted] spoke with a Loss Prevention Specialist who advised he was an identity theft victim and recommended **. [redacted] contact the credit bureaus and file a police report. Below we have included a document with tips on handling potential identity theft and fraud.If **. [redacted] needs to speak with our Loss Prevention Department directly, he may contact them at ###-###-####, Monday through Friday, 9:00 a.m. to 5:30 p.m. Eastern Standard Time.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 4:30 p.m. Eastern Standard Time.Sincerely,

Be aware before you open an account with Ally.
You will not have the ability to deposit cash. This doesn't appear to be a problem, unless you overdraw. Be aware that they will count each day you are overdrawn until you have brought the account up to status. No big deal? Overdraw once, and by the time your other bank has transferred funds (a couple of days to a week) or your check has cleared (up to several days) you will be counted every day until the money hits. How this will affect you: The next check you deposit (in my case, the entire amount of money we were going to be living on for the next month) will be held, without any notice, for five business days.
In my case, they are holding a check I just deposited yesterday for a full week (deposited on Wednesday, won't be released until the following Wednesday, because of the weekend.) This is a HUGE problem because that is all the money we have (I should have known better, but why would I have questioned it... checks have always cleared in at most two days...) and now my family, including my tiny infants, will not be able to buy groceries until next week. Very big deal.
I understand it's a rule. However, I also know that there are very few rules that cannot be changed in extreme circumstances. Had I been made aware (they are quick to send emails on any other variety of things!) I would have planned accordingly and this wouldn't have happened, however now that it has, I would think that a bank who portends to care for it's clients would have a bit of humanity to make sure that the client is taken care of.
Bottom line: Deal with a real person, who you can look in the eyes. Where you can still deposit cash. There is no substitute for real, face-to-face, customer service. I am extremely disappointed, because, up until now I was completely pleased with my accounts at Ally. Shame on them.

Review: I had a recurring transfer set up to an external service provider, and upon no longer needing that service, I canceled the automatic transfer, and received an email confirming such. Still, the next month, I received an email saying my monthly transfer was going through, and when I called to cancel, the service representative went ahead and canceled the transfer, and also said she would remove the payee from my account (which didn't happen, and I admit that I failed to double-check by logging in to my account, since removing a payee seemed like a simple task). So, sure enough, a few days later, hundreds of dollars left my account. After some investigation, Ally realized this was caused by a glitch in their computer system that canceled the future recurring monthly payments but failed to cancel that month's payment, as it had already moved to the "one-time transfer" status in the back-end of the bank's computer system. Despite this obvious flaw in their system, and the fact that my money was transferred with no authorization from me, Ally claimed to be unable to recover the funds that they had transferred out of my account (even though I have email documentation to prove that my transfers were canceled). Furthermore, they claimed I had set up the final transfer (although they have no documentation to prove this), so they said they were not responsible for those funds. I am outraged and deeply disappointed in this absolutely unacceptable and unprofessional response.Desired Settlement: I would like the money that was transferred out of my bank account with no authorization to be paid back in full to me within 90 days.

Business

Response:

August 21, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding her account and recurring [redacted]® transfer.We sincerely apologize to [redacted] for the misinformation she received regarding her [redacted]® transfer cancellation. We have confirmed that the transfer occurred due to the fact that the plan cancellation request was not handled correctly. On August 14, 2014, we credited [redacted]’s account for $200.00 with an effective date of July 28, 2014.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by [redacted].• On June 16, 2014, [redacted] cancelled her scheduled June 25, 2014, recurring [redacted]® transfer for $200.00. The recurring [redacted]® transfer plan was not cancelled and the next payment was still scheduled for July 25, 2014.• On July 22, 2014, [redacted] received an email notification that the scheduled recurring [redacted]® transfer for $200.00 would take place in three business days.• On July 25, 2014, [redacted] spoke with our Contact Center and was informed the recurring plan had not been cancelled in June. She requested the recurring [redacted]® transfer plan for $200.00 be cancelled. The plan was cancelled; however, [redacted] was misinformed that the cancellation would include the pending transfer scheduled for that day.• On July 28, 2014, we deducted the [redacted]® transfer for $200.00 from [redacted]’s account.• On July 31, 2014, [redacted] spoke with our Contact Center and requested an investigation of the [redacted]® transfer for $200.00 of July 25, 2014 as she had been told it would be cancelled when the recurring plan was cancelled.• On August 5, 2014, [redacted] spoke with our Contact Center and was misinformed that the July 25, 2014 transfer was an individual transfer that she must have scheduled.• On August 14, 2014, after we reviewed the events that had occurred, we credited [redacted]’s account for the $200.00 with an effective date of July 28, 2014.• On August 15, 2014, we sent [redacted] a letter regarding the $200.00 credit and requested her to complete and return a Written Statement of Unauthorized Debit form. However, these forms should not have been sent and do not have to be returned.• On August 20, 2014, we sent an email to [redacted] informing her that the Statement of Unauthorized Debit does not need to be completed and returned.We sincerely apologize for the misinformation [redacted] received and the inconvenience this caused her. We thank her for bringing this to our attention. Her experience is not typical of Ally Bank’s level of customer service and does not meet the customer service we strive to achieve. [redacted]’s experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associates involved with this issue have been provided additional coaching.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,Michelle SExecutive Resolution Specialist

Review: I opened a checking account online with Ally Bank.After my first purchase with my debit card for 25 dollars they blocked my account and referred me to the fraud department.They said they have to have me send my proof of address and my ssn and a picture id.I explained that I do not have any picture id and sent her my address and my social.[redacted] with the fraud department said she is canceling the account and mailing me a check for my balance,since I did not have a picture id,I have not received my check yet,she had spoke to my mother last week and told her the same, the check will be mailed.They have blocked my online access and will not release my money,and will not even say why they did that.I just want my money out of there bank and given back to me now.My mother finally called to see why they are giving me the run around and they will not talk to her.I just got off the phone with [redacted] again and she will not give me my money.She is telling me without a picture id they will not send me my money.I opened the account without one,now they are holding my money,and she is refusing to let me speak with her supervisor.Desired Settlement: I want my money sent to me now.

Consumer

Response:

From: <

Review: I opened my account in January 2013. I don't use it very often, but I do use it for business purposes. I made a deposit of $2550 in mid-July from a client for a deposit on their order from my company. $200 was made available the next business day and after a 3 day hold, the balance was made available to me. I had no reason to suspect that it was a bad check. The same day that the check was posted to my account, my tax return was posted to my account. At this point, there was almost $10000 in the account. the next day, my account was locked with no explanation. When I called Customer Service, they informed me that I would need to speak with the Fraud Department and was given the name and contact information of one of their agents. I immediately called and have never been treated so rudely. I was accused of everything under the sun, but was never told why my account was locked. I was told that I needed to verify my residency, which I did within 24 hours. I was told that my residency had been verified, but was told that now I was under investigation by the IRS and was told that I needed to provide a copy of my tax return. This was more than unsettling to say the least. I went to our local IRS office to get a copy of my tax transcript and to see what was going on. The veteran IRS agent of almost 40 years looked at me like I was crazy and said that there was nothing under investigation and even if it were, the bank would not be notified of this. We provided a stamped and signed copy of our tax transcript and waited another 24 hours to be told that this was not sufficient. We then provided a full copy of the tax return and have waited more than 24 hours now and have heard nothing. When we call, we only get voicemails and messages are not returned. We have provided everything that they have asked for in a very timely manner.Desired Settlement: I would like access back to my money immediately.

Business

Response:

August 14, 2013

Revdex.com

**. [redacted]

1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103

Re: Case [redacted]

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s complaint to my attention regarding the restriction on his accounts.

We have thoroughly reviewed **. [redacted]’s concerns and the following information will provide further clarification regarding the restriction.

We take the security of our customers’ funds very seriously. As noted in **. [redacted]’s statement, he made a deposit of $2,550.00 on July 18, 2013. However, on July 23, 2013, we debited **. [redacted]’s account for the $2,550.00 and sent him a letter informing him that the check had been returned to us with the reason of “Refer to Maker”.

Also on July 23, 2013, we credited **. [redacted]’s account with an Automated Clearing House (“ACH”) for $7,034.97 from Tax Products. A Loss Prevention Specialist reviewed **. [redacted]’s account and found that his address in public records did not match the address he had supplied to us. As a result, for security purposes we placed a restriction on **. [redacted]’s accounts. A Loss Prevention Specialist and Loss Prevention Supervisor spoke with **. [redacted] and requested documentation from him to verify his identity as well as a copy of his tax return. When documentation was received on July 25, 2013, some appeared to have been altered. Our Loss Prevention communicated with **. [redacted] on July 30, 2013, and July 31, 2013, and informed him we needed additional tax return documentation from him.

On August 5, 2013, we informed **. [redacted] that we received notification that the U.S. Treasury was requesting we return the tax deposit. **. [redacted] should allow 10-14 business days for the funds to be received by US Treasury. **. [redacted] can contact the U.S. Treasury at ###-###-####, and supply them with the following number:

• Lead# Ally # [redacted]

If you have any further questions, please call 877-247-ALLY (2559), 24 hours a day, 7 days a week.

Sincerely,

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 information provided by the bank is not entirely truthful. The IRS did not recall our refund. We have verified this with 3 different people at the IRS. They have said repeatedly that the bank rejected the deposit. Also, I am quite sure that a bank is not supposed to give out detailed information about personal accounts such as what they have given here.

Regards,

Business

Response:

August 30, 2013

Revdex.com

**. [redacted]

1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103

Re: Case [redacted]

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s response to our attention and providing us an opportunity to reply regarding the restriction on his accounts.

According to the notice we received from the U.S. Treasury on August 5, 2013, it specifically stated that the Internal Revenue Service had discovered that it had electronically issued one or more tax refunds that it should not have issued for **. [redacted] and requested that the funds be returned back to them. We did not reject the deposit as it had posted to **. [redacted]’s account on July 23, 2013 and had remained in the account until we returned the funds to the U.S. Treasury on August 12, 2013.

With regards to **. [redacted]’s concern regarding detailed personal information being shared, we provided clarification to the information **. [redacted] supplied. The information provided for the U.S. Treasury was given in order to assist **. [redacted] in directly contacting the correct department.

As a result of us addressing **. [redacted]’s additional concerns, we consider this case closed.

If you have any further questions, please call 877-247-ALLY (2559), 24 hours a day, 7 days a week.

Executive Resolution Specialsit

Review: On March 1st 2013 I opened a checking and money market accounts with Ally Bank. On March 19th, I made an

initial deposit in the amount of $ 20.00 via direct deposit. On 03/30/2013 I made 2 withdrawals totaling $ 2.00 via

"POPMONEY". Then on April 1st I made a TAX REFUND TREASURY CHECK deposit in the amount of $

948.00. On 04/02/2013 I requested a "POPMONEY" payment to my landlord in the amount of $ 500.00 at which

time I had a total of $ $ 966.00 available in the account. I was declined the withdrawal because "POPMONEY"

was unable to validate my identity. I then called Ally Bank and was told to submit proof of address and ID,

something I was not asked for at the time of opening the accounts. They did however verify my identity through a

series of questions that only I could be able to answer. I also faxed the documents that were requested on that same

day (april 4th, 2013). Despite of numerous e-mail and phone requests to find out what is going on, I have only

received one response from [redacted] on 04/12/2013, this is what she said: "Your account is currently under

review. We are verifying your US Treasury Tax deposit by the IRS. Once confirmation is received, we will contact

you." Since the day I received that response I got in touch with the IRS and was notified by the agent that there was

nothing wrong with my tax refund check and that it had already been paid to the bank. I have since then sent

several e-mail requests for the accounts to be closed and MY MONEY forwarded to my address on file. As of

today May 7th 2013 I have not received any communication whatsoever from Ally Bank. My TAX RETURN

TREASURY CHECK HAS BEEN HELD IN VIOLATION OF REG CC FOR A PERIOD OF 35 DAYS AND I

AM STILL UNABLE TO GET A RESPONSE FROM ANYONE AT THIS FINANCIAL INSTITUTION.Desired Settlement: I JUST WANT TO GET MY MONEY BACK. PLEASE HAVE THEM FORWARD MY FUNDS TO MY HOME

ADDRESS. I HAVE NOT BEEN ABLE TO PAY MY RENT AND I AM AFRAID I WILL BE EVICTED AT

ANYTIME. THESE PEOPLE ARE IN VIOLATION OF FEDERAL LAWS AND I REQUEST THAT THE

FEDERAL RESERVE CONDUCT AN INVESTIGATION REGARDING THIS MATTER, SO THAT OTHER

CONSUMERS ARE NOT VITIMS OF THEIR UNSCRUPULOUS AND ILEGAL BUSINESS PRACTICES.

Business

Response:

Please see the 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 US DEPARTMENT OF TREASURY IS TELLING ME THEY HAVE NO RECORD OF THE FUNDS BEING RETURNED TO THEM. PLEASE PROVIDE NAME AND DEPARTMENT OR CONTACT INFORMATION OF PERSON WHO REQUESTE THE FUNDS TO BE SENT BACK TO THE US TREASURY.

Regards,

We turned in a cadillac escalade lease in sept 2015 and I have been getting bills from collection company that works with ALLY BANK for 160 dollars regarding missing ear phones/dvd remote. I called them to let them know I found the ear phones. I returned the ear ear phones to the dealership and spoke with ed morse cadillac in tampa fl and have still been receiving calls from ally bank despite this. I find their customer reps very rude and not willing to assist and somewhat threatening.This is very disappointing considering we leased an expensive vehicle from them for 2 years and paid around 30000 dollars over 2 year period. I would like this issue resolved and refuse to pay this bill since these ear phones were turned in

Review: Have been told by customer service that check submitted was cleared and that can you it to pay bills in other words the check successfully cleared now my account was closed because the check seemed to me counterfeited.Desired Settlement: Would like that the bank pays for bills paid with account when was told that I could and that any fees be waived.

Business

Response:

August 22, 2014Dear [redacted]:Thank you for forwarding [redacted]’s complaint to our attention.We have thoroughly reviewed [redacted]’s complaint regarding his deposit and the availability of his funds. In the past two months [redacted] has had two deposited items returned unpaid with the reason “refer to maker.”• On June 6, 2014, at 2:41 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.• 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]’s account.• On June 16, 2014, per [redacted]’s request, we closed all of his accounts, except for his Roth Individual Retirement account (“IRA”).• On July 15, 2014, [redacted] opened an Interest Checking account ending in [redacted] via ally.com.• On August 12, 2014, [redacted] opened an Online Savings Account ending in [redacted] via ally.com. That same day [redacted] made an eCheck deposit into his account ending in [redacted] for $2,649.59.• On August 13, 2014, [redacted] contacted our Contact Center by Click to Chat inquiring about the availability of funds from the deposit. At the time of the Click to Chat, [redacted] was informed that $200.00 from the deposit was available for his use. Later that day, due to security concerns with the eCheck deposit, we placed a restriction on his account.• On August 14, 2014, [redacted] contacted our Contact Center by Click to Chat regarding his inability to transfer funds. [redacted] was informed that his account was under review and that he needed to speak with our Loss Prevention Department. That same day, the check for $2,649.59 was returned to us unpaid with the reason of “refer to maker”. As a result, we removed the funds from [redacted]’s account and charged him a deposited item return fee of $7.50. When [redacted] spoke with a Loss Prevention Specialist, he was informed we would be closing all of his accounts.• On August 15, 2014, we returned unpaid, an item presented for payment for $24.31.• On August 18, 2014, we returned unpaid an item presented for payment for $150.00 and we closed all of [redacted]’s accounts including his IRA account. We sent [redacted] a letter which included two checks. Check 0904 for $20.66 which was the balance in his account ending in [redacted] and check 0876 for $20.04 which was the balance in his IRA. [redacted] may wish to consult a tax professional regarding his Roth IRA Plan. His account ending in [redacted] had a zero balance.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,Michelle SExecutive Resolution Specialist

Review: The case is concerning Ally bank who cleared a check that I canceled. I wrote a check under duress and told them so, they asked for three identifying features of the check. They asked for check number, check amount, and payee. I believe Writing a check under duress would constitute compromising your account, but they said that I never used this exact word 'compromising.' A man doing work on my house came over at 8 PM and my husband was away on business. I was home alone with two toddlers. It scared me, and he was asking for more money. I wrote him the check to get him to leave my house and then called the bank to cancel the check. With this stress, I mistakenly wrote down the check number as [redacted]8. The actual check number was [redacted]0. Under this stress, I went up one number from [redacted]9 instead of down one number for the check. The next day the bank called my husband at work to discuss the check. They said he is not custodian on the account and would not discuss the details. He definitely is on this account, his name is on top of the checks too. When I first called in the bank to cancel the check, they verified my email and phone number. The check coming in was flagged therefore they called him. I never received an email or a phone call concerning this check. They then cleared the check even though two out of the three check identifiers matched the check to be canceled (check amount and payee). I also don't write many checks per year, so obviously my intentions were to cancel this check coming through the very next day following my phone call. This was all discussed with customer service at the bank, and I went to the executive committee. They said rather robotically that they can't do anything if they have the wrong check number. My question is why would you even ask the other identifying features of the check if u don't use them. I believe they do know they are in error in clearing this check because they initially called my husband on it and then just cleared it as a regular check. They failed to do their due diligence and call or email me. Thanks again for your time!Desired Settlement: I would like Ally bank to replenish my account with the $350 that they wrongfully allowed to be paid

Business

Response:

July 3, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding a stop payment to our attention.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by [redacted].• On January 19, 2014, [redacted] spoke with our Contact Center and requested a stop payment on check 1068 for $350.00. We placed the stop payment and waived the stop payment fee.• On January 20, 2014, a stop payment confirmation notice was sent to the customer’s address on file.• On January 21, 2014, check 1070 for $350.00 was presented and paid from [redacted]’s account ending in [redacted].• Between January 22 and January 30, 2014, [redacted] spoke with us several times. We explained to [redacted] that we had reviewed the call from January 19, 2014, regarding her stop payment request and found that we took the appropriate steps.• On July 1, 2014, we again reviewed the call from January 19, 2014, and came to the same conclusion. We also reviewed the outbound call we made on January 21, 2014, and while we spoke to the joint owner, we were trying to get in touch with [redacted] specifically.The computer system used by Ally Bank uses the check number of the check to be stopped as the means to identify the check. This requirement is contained in Section 16 of the Ally Bank Deposit Agreement dated December 7, 2013 (Page 12). The relevant wording is as follows:Our computer system identifies checks to be stopped by the check number or by a check number range. Therefore, in the case of a check, you must provide us with the exact check number or the exact number range (to the digit). If the information you provide is not precisely correct as described, payment will not be stopped and we will not be liable.Since the check number provided was not correct, the check when it was presented for payment was not “flagged” by the Ally Bank computer system as a “suspect check” for further examination by Ally Bank personnel. Accordingly, no Ally Bank employee would see that the other information (the check amount and payee) matched the stop payment request.Ally Bank regrets the payment of the check. However, Ally Bank does provide its customers with our Deposit Agreement which discloses the need for precise accuracy of the check number; Ally Bank cannot accept any liability for the payment of the check.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 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:Ally Bank is lying when they stated that the check to be paid was not 'flagged' as the one to stop payment. They stated themselves that they contacted the other account owner (being my husband as I explained in my complaint) regarding this check that came in matching the payee, date, and amount o the check to be stopped. They never contacted me via the contact information (email or phone) that I provided in the call to stop the check, and also was provided by my husband when they contacted him regarding check they were questioning. Ally stated to my husband that he is not custodial on the account and they couldn't therefore share the item in dispute with him. He certainly is custodial on the account; he opened the account and added me to it. It's a joint account and he knew that check had a stop payment on it. Ally failed in their due diligence to protect my account which was compromised and needs to accept their mistake and reimburse me for the damages from the stopped check that they wrongly paid.

Regards,

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:

Dear Ms S[redacted], this matter is Certainly not closed. Your company failed to protect my compromised account and I will elevate my complaint within the Revdex.com system.

Regards,