Ally Bank

Review: I deposted over 9,000 of my own money into a new account with this company and as soon as they deposited my check they put a hold on my account. They ask me to send my id, social security card, and a bill to them and I did the same day. Then they asked me to send my for** from the irs to show how I recieved this money and I did everything they asked. Now I can't get in contact with no one and everytime I call I am told a woman named [redacted] is suppose to contact that me but she never has. I have left 3 messages on her phone and no one has called me back I am going to sue them for illegally holding my money. I am 85 years old and I am tired they do not have a local office to go in either I think they scammed my out my money it almost took 7 months for the irs to send me my money now they are holding it. I can not make up a check from the irs and I know it has been verified by them so why are they not letting me get my money. It has been two weeks now.Desired Settlement: I want access to my money now

Business

Response:

January 30, 2014

Dear **. [redacted]:

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

We have thoroughly reviewed **. [redacted]’s concern regarding access to funds in a checking account in her name. On January 12, 2014, a person claiming to be **. [redacted] opened an Interest Checking Account in the name of **. [redacted]. On January 13, 2014, an eCheck deposit for $9,080.00 from the U.S. Treasury payable to **. [redacted] was deposited into the account.

On January 14, 2014, a restriction was placed on the account as the mailing address for the account could not be confirmed. A Loss Prevention Specialist also spoke with a person claiming to be **. [redacted] on January 14, 2014, and requested additional documentation from this person in order to verify their identity. We received the requested documentation on January 16, 2014; however, the information did not match to the information in public records.

Also on January 14, 2014, a Loss Prevention Specialist spoke with the U.S. Treasury to verify the deposited check. On January 16, 2014, the U.S. Treasury informed us that they would be requesting we return the funds to them. On January 28, 2014, we received the required documents from the U.S. Treasury and began the process to return the funds. On January 30, 2014, a Loss Prevention Associate spoke with the real **. [redacted]. **. [redacted] advised that she did not open an Interest Checking Account and that she was aware her information has been compromised.

With the completion of this response, we are considering this matter closed.

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

Sincerely,

Review: To whom it may concern,Ally Bank has frozen my account after a deposit of my Tax-Refund check. They had determined that my account was suspicious and informed the IRS who then asked for the check back. The Bank did not attempt to work with me in resolving the verification issues and employees were generally unfriendly and unhelpful. I feel betrayed as I am sure this could've been resolved through means of verification. I even offered having documents notarized. Now I am stuck with having to call around, a long waiting period for my check and without a bank account. Please advise.Regards,[redacted]Desired Settlement: I would like for the money that was in the account to be paid out to me.

Business

Response:

October 9, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding his account and access to funds.We have thoroughly investigated the activity on [redacted]’s account. Please see the following for details of our investigation:• On Wednesday, July 20, 2014, [redacted] opened a Money Market Savings account ending in 2353 through ally.com.• On Saturday, September 13, 2014, [redacted] submitted an eCheck deposit of a United States Treasury check in the amount of $2,251.00.• On Monday, September 15, 2014, an additional review of the deposit was conducted to determine the validity of the check. That same day, [redacted] spoke with a member of our Loss Prevention team who informed [redacted] of the additional deposit review and requested that he send in a copy of his driver’s license.• On Tuesday, September 17, 2014, we contacted the United States Treasury office to confirm the validity of the item.• On Thursday, September 19, 2014, we received a request from the IRS to return the funds deposited into the account on September 13, 2014. [redacted] also spoke with our Loss Prevention Supervisor who informed [redacted] that his funds were being recalled by the IRS and that his Ally account would be closed.For additional information, [redacted] should contact the U.S. Treasury at ###-###-####, and supply them with the following number: Lead # Ally # [redacted].If you have any further questions, please do not hesitate to contact me directly at ###-###-####.Sincerely,Michelle SExecutive Resolution SpecialistMichelle S

Review: I am trying to close the purchase of a house, and I wanted to use the money I saved in Ally Bank for the closing. As my checking account is with [redacted], I needed to transfer the money in my Ally Bank account to my [redacted] checking account. The closing is supposed to be 12/23/2013, and I requested the transfer of the fund on 12/12/2013. Thinking this should be enough time to the money to land in my checking account, I called Ally Bank on 12/16/2013 to see how the transfer was going. I was told by a customer server associate that they made a mistake in the transfer, and the money was not out yet. The person I talked to also went ahead and "corrected" On 12/19/2013, I logged on to my Ally Bank account and to my great surprise I saw "ACH Return" and the money was back to Ally Bank again. I called Ally Bank and was told they did not know what happened, but they already tried to send the transfer again without me knowing it. It was going to take another 2 or 3 business days for the fund to get into [redacted], if that was ever going to happen at all, but I needed the fund on 12/23/2013 which was cutting so close! I would definitely have chosen to use same day transfer instead of the regular one! Now the fund is not there, and my 2 other deposits (total $35,000) for the house are at risk, because per the purchase and sales agreement, under this situation the seller can decide to take the deposit and walk away!I was very disappointed by two facts: 1. they were able to make so many mistakes for a simple fund transfer, and 2. they were able to decide for me what to do, and make the worst possible decisions for me.Desired Settlement: Send me a formal apology in writing and cover my loss.

Business

Response:

January 23, 2014

Dear **. [redacted]:

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

We have thoroughly reviewed **. [redacted]’s concerns regarding his wife’s, **. [redacted], requested Automated Clearing House (“ACH”) transfers.

On December 12, 2013, **. ** requested three (3) of her No Penalty Certificate of Deposits (“CDs”) be closed and have the funds transferred to her Online Savings Account ending in [redacted]. On December 16, 2013, **. ** called our Contact Center and requested the funds be transferred to her [redacted] Account ending in [redacted].

On December 18, 2013, the ACH transactions were returned due to a system processing error. The error was corrected and the funds were re-sent to the external [redacted] Account ending in [redacted] the same day. At 11:18 p.m. EST, **. ** spoke with a Contact Center Associate who did not realize the funds had been re-sent and erroneously advised that the funds could be sent by wire transfer. **. ** advised the Contact Center Associate that she would call in the morning to request the wire transfer.

On December 19, 2013 at 9:39 a.m. EST, **. ** spoke with a supervisor in our Contact Center and requested to have the funds sent via wire transfer to her [redacted] account instead of proceeding with the ACH transactions. When the supervisor advised the funds had already been sent, **. ** requested to further escalate, and the supervisor put in a request for our Executive Resolution Department to contact **. **.

Later that morning, an Executive Resolution Specialist spoke with **. ** and advised her that the funds should be in her [redacted] account later that day or the following day at the latest. On December 20, 2013, **. ** confirmed with the Executive Resolution Specialist the ACH transfers had been received in her [redacted] account.

We sincerely apologize for the inconvenience our error caused **. **. This has been brought to the attention of our management team, who will use the information to improve customer service and efficiency.

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,

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:

My wife and I requested the fund transfer from Ally Bank to our checking account with Bank [redacted]. The funds would later be used for us to close a real estate purchase on 12/23/2013. We started the process on 12/12/2013, assuming this was plenty of time. Yet it took about 9 days to finish the transfer. I read through the response letter from Ally Bank, and I have to say that Ally Bank did not address the root cause of my concern:

1. On 12/18/2013, the ACH transactions were returned due to a system error, yet no one from Ally Bank contacted us and alerted us of this error.

2. On the same day, Ally Bank decided to re-sent the funds by ACH without asking us if that was what my wife and I intended to do at that time.

As the response letter said, my wife later had to request a wire transfer, which was not even possible because of the fact that Ally Bank had made financial decisions in our account without our consent. Since the funds were returned due to some system error, my wife and I would have made a decision to wire transfer the funds instead of requesting another ACH transfer on 12/18/2013, had we been informed of this error.

In the response letter, Ally Bank blamed the error on a Contact Center Associate my wife spoke to at 11:18pm on 12/18/2013, but that was not the cause of our concern.

Regards,

Business

Response:

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s response to our attention. Given that **. [redacted] has additional comments, below you will find responses to each of his concerns. The customer’s comments are italicized with Ally Bank’s responses in blue.

Comments/Questions contained in **. [redacted]’s response were received on January 29, 2014:

I am rejecting this response because:

My wife and I requested the fund transfer from Ally Bank to our checking account with [redacted]. The funds would later be used for us to close a real estate purchase on 12/23/2013. We started the process on 12/12/2013, assuming this was plenty of time. Yet it took about 9 days to finish the transfer. I read through the response letter from Ally Bank, and I have to say that Ally Bank did not address the root cause of my concern:

1. On 12/18/2013, the ACH transactions were returned due to a system error, yet no one from Ally Bank contacted us and alerted us of this error.

2. On the same day, Ally Bank decided to re-sent the funds by ACH without asking us if that was what my wife and I intended to do at that time.

As the response letter said, my wife later had to request a wire transfer, which was not even possible because of the fact that Ally Bank had made financial decisions in our account without our consent. Since the funds were returned due to some system error, my wife and I would have made a decision to wire transfer the funds instead of requesting another ACH transfer on 12/18/2013, had we been informed of this error.

In the response letter, Ally Bank blamed the error on a Contact Center Associate my wife spoke to at 11:18pm on 12/18/2013, but that was not the cause of our concern.

We apologize that the notification was not sent out to advise the Automated Clearing House (“ACH”) transactions were returned. The returned ACH transactions were due to a systematic error, and the systematic correction was resending the funds. Per our Deposit Agreement effective December 7, 2013, Page 19, Section F:

“You agree that Ally may use any means which we, in our sole discretion, consider suitable to execute your ACH transfers.”

On December 16, 2013, [redacted] was also quoted a turn around time of 3-5 business days to receive the funds in her [redacted] Account. The funds were received by [redacted] on the 5th business day.

In regards to **. [redacted]’s concern with the Contact Center Associate, we have acknowledged the error was a systematic error and of no fault of the Contact Center Associate; however, the Contact Center Associate did not provide [redacted] with correct information.

With the completion of this response and our previous response, we are considering this matter closed.

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 contacted Ally Bank to get my wife's online access restored because she had not be online in a while and has a hard time explaining this to the bank so I in turn called to assist. She was on the phone first and provided all the information to the rep on the phone. Once the account was verified, my wife was put on hold and without any warning, was given to a different rep and had to verify all her information again. What a waste of time! This second rep was extremely rude to the point I wish she was terminated from this job. She would not listen to what my wife needed after my wife explained several times. My wife repeatedly told the agent to speak with me as I can explain better and the agent kept ignoring. Finally, my wife gives up and handed me the phone. The moment I answered, the rep was very RUDE and demanded in a tone that I give the phone back to my wife. I told the rep that we needed to get the account access online fixed. I was immediately stopped and in the same rude tone told to give the phone back to my wife NOW because the rep cannot talk to me without my wife giving permission. I at that point snapped back and told this stupid rep that she has already told her twice to speak to me and was ignored! Once again, my wife gets back on for the third time tells the rep to speak to me and then I am finally allowed to talk and get the online issue resolved. However, I also asked the rep to update our phone number which at the end of the call I noticed had not been completed. I had to change it myself online, then had to chat with another rep in order for the debit card phone number to be updated as well so it could be activated. I have never dealt with such a rude person on the phone and really has given me almost 100% doubt about using Ally Bank. I planned to use Ally Bank as my primary bank but since this incident I have held off moving anything over and in fact stopped the process of moving direct deposits that I had changed over to Ally which are now back into my previous bank account locally.Desired Settlement: I would like several answers. First, I want an explanation of what is going to be done about this rep being so rude on the phone and an explanation of why I should trust Ally Bank for my checking account when its clearly they have no customer service skills and lack knowledge to complete account update information. How do I know if I have a problem in the future that Ally Bank would care and promptly resolve my situation because right now I have NO trust or faith in this bank anymore due to this one very rude customer service agent! I have also read complaints from other customers that state if you overdraft your account, Ally Bank will no longer process check deposits the same day and holds them for 5-7 days on ALL check deposits because of an overdraft. I need you to explain to me how this works because if I ever had an overdraft, I would not expect to be punished by Ally holding my deposits from that point on for 5-7 days. Is this how your business works because I for sure will not bank in this manner. It will be interesting to see how Ally Bank answers this complaint as I have no trust at this point in Ally Bank being a primary account.

Business

Response:

December 3, 2014Dear Ms. Butts,Thank you for forwarding [redacted]’s complaint regarding his experience with our Contact Center.We sincerely apologize to **. and [redacted] that their experience with our Contact Center on November 17, 2014 did not meet the core values we strive to achieve. The associate involved has been provided additional training and coaching.**. [redacted]’s confidence and trust are of fundamental importance to us, and we take his concerns very seriously.With regards to **. [redacted]’s concern regarding holds that may be placed on a deposit, enclosed please find the Ally Bank Deposit Agreement effective December 7, 2013, which provides information regarding our Funds Availability Policy in Section IV on page 28. Our policy is consistent with Federal Reserve Regulation CC, Section § 229.13(d), regarding repeated overdrafts:An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.We offer an Overdraft Transfer Service to help prevent overdrafts from occurring. The service links an Ally Money Market Account or Ally Online Savings Account to an Ally Interest Checking account to transfer funds in increments of $100.00, throughout the day if necessary, when there are not sufficient funds in the Interest Checking account to pay transactions. Additional information can be found on page 12 of our Deposit Agreement dated December 7, 2013, online at ally.com, or by calling us at ###-###-####.Again, we sincerely apologize for the experience and inconvenience we caused **. [redacted]. We thank **. [redacted] 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 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[redacted]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 find that this resolution is satisfactory to me. Regards, [redacted]

Review: Ally waited till the last moment of the day to call and leave me a voicemail that they needed to verify a large (500K+) transfer so it didn't go threw...I called back within their time limit but didn't have the transfer infront of me but could verify that yes I sent the transfer and the beneficiaries name but not the exact $amount... so by the time I could drive to get the transfer paperwork they they said oh now it it too late.They had the transfer paperwork days in advance of the transfer but didn't do a reasonable job of verifying the transfer early in the day leaving me with failing to make payment on-time. Now resulting in me missing my closing on a house... keys transferred to me... movers.... all a very large expense for me.....I want Ally to take responsibility for their poor performance and the damages it caused me...Ally supervisor was Linda K[redacted] and wire transfer person was "Melake"...Desired Settlement: Ally to assume all responsibility for the expenses I incurred.

Business

Response:

October 9, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding the handling of his wire transfer request.We are sympathetic to [redacted]’s experience and understand his concern. We have thoroughly reviewed the circumstances surrounding [redacted]’s complaint.• On Saturday, August 16, 2014, [redacted] submitted an Ally Bank Domestic Wire Transfer Request form. As this was a Saturday, his request was reviewed on the following business day, Monday, August 18, 2014. Per the disclosure on the form, if the completed and signed wire form was received and verified by 3:00 p.m. ET on a business day, it would be sent the same business day. If it was received and verified after 3:00 p.m. ET on a business day, it would be sent the following business day.• On Monday, August 18, 2014, we contacted [redacted] at 1:15 p.m. ET to verify the wire. However, we were unable to reach him and had to leave a message. At 1:34 p.m. ET, we sent [redacted] an email asking him to contact us. [redacted] called us at 1:53 p.m. ET, but unfortunately did not have the information with him needed to verify the wire. He stated he would call us back once he had that information. [redacted] called back at 4:01 p.m. ET and was able to fully verify the wire transfer request. However, as it was past the 3:00 p.m. ET cutoff, the wire was sent on the following business day.• On August 19, 2014, we processed the wire at 7:25 a.m. ET and sent the funds to the beneficiary, [redacted].• On August 22, 2014, a member of our Executive Resolution Team attempted to contact [redacted] to discuss his concerns, but he has not yet returned our call.Our review found no error on our part and while we sympathize with [redacted], as a policy, we do not provide compensation.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 4:00 p.m. Eastern Standard Time.Sincerely,Michelle SExecutive Resolution Specialist

Review: I made two deposit last week, of $884.60 each, and the bank told me that $200 of each would be available on Aug. 4 (today). I scheduled a transfer from that account for today. The bank charged me an overdraft fee, because it processed the transfer first, and then only later released the funds from the deposits (this was explained to me by customer service). If a bank says the funds will be available on a certain date, that obviously means that the funds are to be available for transactions scheduled for that day. It seems to me that this is out-and-out fraud and theft, and I cn only imagine how many customers have had fees charged to them unwittingly.Desired Settlement: I would like my $9 overdraft fee refunded, and I would like a commitment from Ally to, going forward, stop this fraudulent practice.

Business

Response:

August 15, 2014Dear [redacted]:Thank you for forwarding [redacted]’s complaint regarding his account.[redacted]’s internal account transfer was processed before funds were available from his deposit. As a courtesy, on August 7, 2014, we reversed the $9.00 overdraft fee that he was charged. Information regarding the processing and posting of items to accounts is available in our Deposit Agreement dated December 7, 2013, in Section 12, page 11, which states, “We will generally post deposits and pay checks, post withdrawals and post other debit transactions to your account in the order in which we receive them...”.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by [redacted].• On Thursday, July 31, 2014, [redacted] scheduled a transfer to occur on Monday, August 4, 2014, for $115.40 from his Ally Interest Checking account to his Ally Money Market account.• On Friday, August 1, 2014, [redacted] made two deposits, each for $884.60, to his Interest Checking account. We informed [redacted] that $200.00 from each deposit would be available the next business day and $684.60 would be available in two business days.• On Monday, August 4, 2014, the transfer of $115.40 from his Ally Interest Checking account to his Ally Money Market Account was completed and he was charged $9.00 overdraft fee. Subsequently, the $200.00 from each deposit was made available.• On Tuesday, August 5, 2014, the remainder of the funds from the two deposits were made available.• On Thursday, August 7, 2014, we reversed the $9.00 overdraft fee.We do offer an Overdraft Transfer Service. The service links an Ally Money Market Account or Ally Online Savings Account to an Ally Interest Checking account to transfer funds in increments of $100.00 throughout the day if necessary when there are not sufficient funds in the Interest Checking account to pay transactions. Additional information can be found online at ally.com, by calling us at ###-###-####, and in our Deposit Agreement, dated December 7, 2013, on page 12.If you have any further questions, please feel free to contact 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:

[Please note that you have me listed as "Mrs." - I am a "Mr."]

Review: Ally is solely an online bank. The app for my iphone does not work AT ALL. It crashes when I try to deposit checks, leaving me no way of putting money into my account and paying my bills. Their website login randomly decides to not allow me access to my own account sometimes as well. I call them and applied every trouble shooting method they told me to and nothing worked. They said they don't know what to do, but will look into it. I am stranded without the ability to pay my bills now. This will cost me money and hurt my credit score in a year that I am planning on buying a home. THEY ARE AN ONLINE BANK AND NOTHING ONLINE WORKS.Desired Settlement: I want them to make up for this by paying the late fees on my bills that I can't pay on time and to write the credit score companies and explain why this is NOT MY FAULT and is ENTIRELY their fault.

Business

Response:

December 12, 2013

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s complaint regarding access to Online Banking and our Mobile Application.

We apologize for **. [redacted]’s difficulties accessing Online Banking and depositing checks via our Mobile Application.

We have thoroughly reviewed the facts and circumstances regarding **. [redacted]’s concerns. We have verified that on December 2, 2013, **. [redacted] entered an incorrect password multiple times when attempting to log in to Ally.com. However, he was able to successfully log in prior to being locked out of his account.

Regarding his eCheck deposit, we recognize that we recently have had some issues with the eCheck mobile application working correctly. An upgrade to the application has been implemented to correct the issue when depositing eChecks. According to our records, on December 4, 2013, an eCheck deposit submitted from the Mobile Application did successfully post to **. [redacted]’s account.

Ally Bank does offer several other ways of depositing money into an account. Deposits can be made by using Ally eCheck deposit from a computer, initiating requesting a wire transfer of funds to the account, mailing in a check for deposit, transferring funds from an external account and direct deposit of payroll.

On December 5, 2013, we spoke with **. [redacted] regarding his complaint and advised him we would reimburse any fees incurred due to the issue with using the eCheck service. We will provide a letter of explanation as requested to **. [redacted]’s creditors once he provides the creditors’ information.

**. [redacted]’s experience 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 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,

Review: Ally bank has opened 4 checking accounts without my permission. Then they sent out papers with my social security number on it after my social security number has been used illegally. Then in order for me to get information about what IP address was used to open these accounts, I would have to send them a bunch of personal copies . Ex: drivers lic, social security card, utility bill, police report.Desired Settlement: There needs to be some type of safety before an account is opened online. Since I need to send in all of this information to get information on my breach of social security why wouldn't someone need to provide the same in order to open an account.

Business

Response:

September 11, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding unauthorized account openings.We are sympathetic to [redacted]’s experience and understand his concern. All four (4) of the accounts opened under [redacted]’s name have been closed.The accounts in question were opened online on our ally.com website on August 17, 2014, using his 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.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 accounts for [redacted].As part of our account opening process, a welcome kit is sent to the customer that includes a signature card printed with the full Social Security number of the accountholder. The Ally Bank Signature Card contains an Internal Revenue Service substitute W-9 Form (Certification of Taxpayer Identification Number)containing the customer’s complete Social Security number (or individual taxpayer identification number). The Internal Revenue Service requires that the complete Social Security number be displayed on the substitute W-9 form. Accordingly, Ally Bank cannot by law redact or only display a portion of the Social Security number on this form.On August 18, 2014, we mailed [redacted] an Ally Bank welcome kit which listed the opened accounts. That same day, we restricted the accounts due to suspected fraud. On August 19, 2014, we mailed [redacted] a letter requesting that he contact us. On August 26, 2014, and August 27, 2014, [redacted] spoke with our Contact Center. In the later call we informed him the accounts would be closed and provided tips on handling potential identity theft and fraud. On August 28, 2014, we closed all four (4) of the accounts. That same day we mailed a letter to [redacted] confirming the account closures.With regards to his request for the IP address, the FACTA (Fair and Accurate Credit Transactions Act) has a provision that gives identity theft victims the right to request copies of fraudulent account applications and transaction information. The provision states:• The request needs to be in writing• The victim must supply proof of their identity• A police report must be provided• An Identity Theft Affidavit must be provided (our affidavit or FTC affidavit as stated in FACTA)• The name/identity of a federal, state, or local law enforcement agency to which we would also be providing the same informationIf **. [redacted] would like to proceed, please have him forward the above information to Ally Bank, [redacted], [redacted], PA [redacted]. ATTN: Loss Prevention.At Ally Bank we take everyone’s security seriously and are committed to educating consumers about protecting themselves. We have included with this letter a document with tips on handling potential identity theft and fraud.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 4:00 p.m. Eastern Standard Time.Sincerely,Michelle SExecutive 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: It is rediculois the I would have to provide my proof of who I am to receive information that was fraudulently used. But the perpetrator does not.

Review: On July 11th, I noticed someone had hacked into my [redacted] account and changed my email address and password. He/She changed my address to: [redacted], TX [redacted] on the [redacted] account. I called Customer Service and had the information changed back so that only I could access the account and so that whoever hacked the account would no longer be able to view my personal information (name, address, ssn). I received a welcome packet in the mail the next day from Ally Bank. Reading through the material, it became clear that someone had opened a fraudulent account (Account # [redacted]) for a high-yield 3-Month CD. I called the 24/7 bank hotline that night and was told a Loss Prevention Specialist would be in contact with me within the next few business days. I was anxious and called Tuesday, July 15th after my local police precinct wouldn't complete an identity theft report without a confirmation letter from the bank stating the account was fraudulent. Shortly after my second call, Richard Casey, a Loss Prevention Specialist with a Philadelphia-based Ally Bank site called. After speaking, he stated the account was fraudulent and my identity had been stolen--and that the account had been set up online, not in person. He said he'd send a letter to this effect. As of July 25th, I haven't received a letter or any further contact from Ally Bank. I tried to get an address to send a certified letter to the Loss Prevention team; however, Ally Bank's hotline will ONLY give a P.O. Box. According to FTC, I am within my rights to send Ally Bank a formal letter requesting the account be closed and that my info be removed from their database immediately in this situation to prevent damage to my credit scores (which will affect me if I'm ever buying a car, house, getting a job, opening an account, or getting a credit card). A representative claimed the account has been flagged as fraudulent, but the account should've been removed.Desired Settlement: I would like a letter from the Loss Prevention Team as I was promised, so that I can properly report this incident to my local police precinct. I would also like my personal information removed from Ally Bank's database. I am able to call and give my name, date of birth, and last 4 digits of my social security number and it is all still in their system.

Business

Response:

August 1, 2014Dear [redacted]:Thank you for forwarding [redacted]’s complaint to our attention.We have thoroughly reviewed the circumstances regarding the unauthorized Certificate of Deposit (“CD”) opened in [redacted]’s name with her personal information.On June 29, 2014, the CD account was opened online on our ally.com website using [redacted]’s personal information, including her 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.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 July 15, 2014, the CD account was closed by a Loss Prevention Specialist. A letter stating the account was opened fraudulently was mailed to [redacted] and a voicemail was left on the number provided by [redacted], asking her to contact our Loss Prevention Department. Also on July 15, 2014, [redacted] spoke with our Contact Center and was given our Loss Prevention Department’s contact number. On July 24, 2014, [redacted] spoke with our Contact Center inquiring when a Loss Prevention Specialist would be in contact with her. The Contact Center advised they would submit a second request to our Loss Prevention Department. On July 25, 2014, [redacted] was transferred to our Loss Prevention Department and spoke with a Loss Prevention Specialist who advised she was an identity theft victim and recommended [redacted] contact the credit bureaus and file a police report. The account closure confirmation letter was resent as [redacted] stated she did not receive it. Below we have included a document with tips on handling potential identity theft and fraud. We have also attached a copy of the letter mailed on July 15, 2014.To respond to [redacted]’s request to have her information purged, the Federal Trade Commission does not have regulatory oversight powers over banks. Rather, the retention of records of banks are governed by the regulations of the United States Department of the Treasury. As Ally Bank is also chartered by the State of Utah, the record retention requirements of the Utah Department of Financial Institutions also apply to the retention of records by Ally Bank.The regulations of the United States Department of the Treasury require Ally Bank to retain records relative to deposit accounts for a period of 5 years. Accordingly, Ally Bank cannot destroy all record of the deposit account application and related account records for the account opened in [redacted]’s name. These records will be retained by Ally Bank for the regulatory retention period. During that time, Ally Bank will keep this information confidential and protect it from disclosure to third parties.We are sympathetic to [redacted]’s experience and understand her concern. Her experience 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 feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern Standard Time.Sincerely,Joseph H[redacted] Executive Resolution Specialist

Review: This was a new account as the information on my old account was reported lost or stolen. My employer has had a lot of proble** trying to deposit money into the account for nearly 3 months. My employer cannot find anything wrong at their end and for some reason neither can Ally. It's terrible because I cannot pay any of my debt. When I called Ally to address the problem, I was told that I can do a transfer through them as long as I had my account information. I could not get that from my other bank as they were closed for the holiday. When I did get the information , I was told that my account was closed and I could not pay it. This is just inconvenient and stressful. I'm already in a lot of trouble with my employer over this, the bank can't get my information right. I want either my debt waved or at least the opportunity to pay the account.Desired Settlement: Nothing just a bad mark on their record and to have my debt waved or at least give me the opportunity to pay it in an alternative way that is convenient.

Business

Response:

February 27, 2014

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’ complaint regarding the overdraft debt and the direct deposit issue to our attention.

We have thoroughly reviewed the facts and circumstances regarding **. [redacted]’ concerns. Outlined below is a chronology of events that led to the account closure.

• On November 21, 2013, **. [redacted] requested to close her account and open a new Interest Checking Account as her purse containing her checks and debit card was lost or stolen.

• On November 22, 2013, a new account letter including the full account number was mailed to **. [redacted]. This letter and her full account number were also viewable online.

• On November 27, 2013, **. [redacted] received a direct deposit to her closed Interest Checking Account. The deposit was returned on November 27, 2013 with a return reason of “account closed”.

• On December 23, 2013, **. [redacted] informed us she had expected a direct deposit from her employer into her new account on December 18, 2013. As the direct deposit was not in her account, we began the research to determine if we had received the deposit, and if so, why it had not been automatically posted to her account.

• On December 31, 2013, **. [redacted] informed us the direct deposit was returned and she had received a check from her employer. The direct deposit was not received in the new account due to the account number missing a digit.

• On January 6, 2014, a debit card purchase was paid causing **. [redacted]’ account to be overdrawn by $0.53.

• On January 15, 2014, a letter was mailed requesting that **. [redacted] resolve the overdraft or her account may be closed.

• On February 4, 2014, a second letter was mailed requesting that **. [redacted] resolve the overdraft or her account may be closed.

• On February 12, 2014, **. [redacted] spoke with a Contact Center Supervisor and was provided deposit options to resolve the overdraft. During this call, **. [redacted] informed the supervisor that she had provided her employer with a blank check in order to establish direct deposit by March 2014.

• On February 17, 2014, **. [redacted] spoke with a Contact Center Supervisor who informed her that the account would be closed the next day as the balance in the account had been negative since January 6, 2014. The supervisor also offered to provide her the information to mail a deposit to resolve the overdraft, but **. [redacted] declined the information.

• On February 18, 2014, her Interest Checking Account was closed.

We understand **. [redacted]’ frustration in regard to her employer establishing her direct deposit with the correct information. Unfortunately, we will be unable to waive the balance owed to Ally Bank. **. [redacted] can remit payment of the balance owed to Ally Bank, P.O. Box 951, Horsham, PA 19044. Upon receipt of payment, **. [redacted] may apply for a new account.

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

Sincerely,

Review: In November 2013, I brought up an issue with Ally bank notifying the bank a fraudulent check, where the payee name was altered, was cleared by the bank. I requested Ally to obtained the original cleared fraudulent check and they could not provide me. In addition, it took customer service 2-3 weeks to inform me I have to filled out and notarized an affidavit. In past incident with other bank, I was notified immediately to fill out and notarize the affidavit. There was no delay. As requested, I did submitted the notarized affidavit within a few days a[redacted] with prove of the fraudulent check and the valid check. Apparently, the documents I provided was not sufficient for Ally Bank to refund me. I was explained to that I can not be refunded until the other bank fund refund Ally. The perception I received was that I will continue to bear the loss until Ally Bank is refunded. I am not aware of Ally Bank's policy pertaining this matter but I have proven to the Ally that there was a weakness in their control. They should not have allowed the check to cleared. I have tried to settle with Ally Bank on numerous attempts, called and emailed on several occasions. As of today, it is approaching 3 months and Ally Bank is refusing to honor my affidavit. I am trying to obtain the refund and immediately close my account with Ally. I have no confident in their internal control and poor service.Desired Settlement: I want a refund as soon as possible so I can proceed in closing my accounts.

Business

Response:

February 27, 2014

Dear **. [redacted]:

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

We have thoroughly reviewed **. [redacted]’s concerns. On November 23, 2013, **. [redacted] spoke with our Contact Center regarding a check for $120.00 which he advised had been altered and then debited from his account on November 22, 2013. We informed **. [redacted] that an associate from Loss Prevention would be contacting him. On December 11, 2013, a Loss Prevention Specialist contacted **. [redacted] and advised that in order to make a claim on an altered check with the financial institution that took the check for deposit, an Affidavit of Forgery, Unauthorized Draft or Altered Item Form would need to be completed and returned to Ally Bank. The form was mailed to **. [redacted] on December 11, 2013.

The signed affidavit was received by Ally Bank on December 26, 2013. On December 27, 2013, a Loss Prevention Specialist began the research process to locate the depository financial institution, which was identified on January 8, 2014, as [redacted]. The affidavit and a collection request to return the funds to Ally was sent to [redacted] the same day.

On February 7, 2014, [redacted] rejected the collection request as the affidavit completed by **. [redacted] stated the check was altered. [redacted] believed the affidavit should have stated the check was forged. Upon review of the rejection from [redacted], a Loss Prevention Supervisor made a determination that the check was a counterfeit and credited $120.00 to **. [redacted]’s account. A confirmation letter was mailed to **. [redacted]’s address on file to advise him of the credit.

We apologize for the delay in resolving this claim 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 at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 a.m. to 4:30 p.m., Eastern Standard Time.

Sincerely,

Review: Today, September 9th will be the second time I will file a Revdex.com complaint on Ally Bank. I went into a local [redacted] store to send a [redacted] in the amount of $1,650 when I had $3,200 in my account. The transaction was denied when I swiped my debit card ending in [redacted]. I tried again, and it was denied for a second time. I called ally and told it wouldn't go through because the transaction was going in as an ATM transaction and my limit was only $500. Next I verified the amount I was trying to charge and hung up. I had to do shopping as well at [redacted] and went around and gathered groceries. As soon as I got to the check out line, I got an automated call to verify the amount of $1650. I verified the amount and was hung up on by the automated call. I then had my groceries rung up for the amount of $105. I swiped my debit card trying not to hold up the very long line. I was declined. I tried again, was declined. I was extremely embarrassed and upset. I stepped aside holding up the whole line and called Ally. I was put on hold for a cumulative of 10 minutes waiting to speak with someone all while holding up the line. I finally got through to a specialist and she said a hold had been put on my card without my knowledge. This is the second time something like this had happened without my knowledge. She put me on hold again and removed the hold off my card and said the amount of $1,650 had never been verified when I had in fact verified it twice. All this time, my friend was waiting to drive me back home. He was very upset at me and I just told my my only ride to go home so he could get to work 20 minutes later. I spent another 20 minutes solving my debit card problem and bought my groceries. I was forced to call a taxi. To make my day that much worse, while waiting for the taxi outside, I was pooped on by a bird.Desired Settlement: My desired settlement would be a refund of my $9.70 taxi ride and a written apology from Ally fro putting yet another hold on my card without my consent or knowledge.

Business

Response:

Good Afternoon,

Please see the attached response, thank you.

Executive Resolution Specialist

September 27, 2013

Dear **. [redacted]:

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

We have thoroughly reviewed the facts and circumstances regarding **. [redacted]’s access to his funds.

On September 9, 2013, when **. [redacted] attempted to purchase a money order at [redacted], and because his debit card had been activated for less than a month, our fraud detection system placed a temporary block on **. [redacted]’s debit card. Our security review identifies transactions that appear suspicious. Even though **. [redacted] did verify the information with the automated system, it takes 15-20 minutes for the system to be updated. When **. [redacted] spoke with our Contact Center, the associate should have reviewed **. [redacted]’s account more thoroughly and contacted our fraud department to release the temporary block on his card. Unfortunately, **. [redacted] needed to make additional calls to our Contact Center in order to have the block removed. On September 24, 2013, we reimbursed **. [redacted] for the $9.70 taxi service and for a $15.00 debit card expedited shipping charge from September 16, 2013.

We take safeguarding customer’s security seriously. The verification process and fraud review process are designed to make our customers feel secure in banking with Ally Bank. We sincerely apologize for the embarrassment **. [redacted] experienced at the [redacted], and the inconvenience our customer protection procedures caused him. **. [redacted]’s experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associate involved with this issue has been provided additional coaching.

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

Regards,

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

Review: I had $789.72 in my checking account and Ally Bank cashed a $4200.00 against it reducing my balance to -$3410.28 and for toppers added a $9 overdraft charge. I do not have overdraft protection so they took money out of my savings account to pay it. I have never authorized Ally to use my savings account as part of my checking account.

On 6/25 my CKG was $789.72 and SVG was $4167.94. On 6/27 my CKG is -$3419.28 and SVG is $757.66 which is totally impossible with a $4200 check and a $9 charge. Bot[redacted]ine, the check should not have been cashed. And even if they did screw up and cash it, those balances are incorrect (i.e. 789.72 + 4167.94 = 4957.66 - 4200 = 757.66) So where did the negative 3419.28 come from?Desired Settlement: I want my savings account to be restored back to original amount of $4167.94 because it should not be involved. I want my checking account restored to $789.72 minus a NSF charge of $25 or $30.

Consumer

Response:

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

From: [redacted] <[redacted]>

Date: Sat, Jun 28, 2014 at 11:56 AM

Subject: Revdex.com ID#[redacted]

To: [email protected]

Additional information:

1) I specifically and intentionally declined the over draft protection service and have

never and will never authorize that service.

2) at least 2 days prior to check being cleared. I placed a "stop payment" on that

check for $4200.

3) also 2 days prior, I transferred $4000 from my checking to savings so there would

be insufficient funds in my checking account. I did understand that I would have to

pay roughly $30 for NSF charge.

Business

Response:

July 3, 2014Dear **. [redacted]:Thank you for forwarding **. [redacted]’s complaint regarding a negative balance on his Interest Checking account to our attention.We sincerely apologize to **. [redacted] for the lack of information he received regarding the hold placed on the funds in his Online Savings Account.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by **. [redacted].• On June 24, 2014, the balance in **. [redacted]’s Interest Checking account ending in [redacted] was $4,786.57 and the balance in his Online Savings Account ending in [redacted] was $166.22.• On June 25, 2014, **. [redacted] transferred $4,000.00 from his account ending in [redacted] to his account ending in [redacted]. **. [redacted], via secure email, contacted our Contact Center and inquired about placing a stop payment on his account ending in [redacted] for check [redacted] for $4,200.00. We asked **. [redacted] to confirm the information and agree to the $15.00 fee. At this time the balance in his account ending in [redacted] was $789.22, and the balance in his account ending in [redacted] was $4,167.94.• On June 26, 2014, **. [redacted] confirmed the stop payment information; however, check [redacted] for $4,200.00 had already been presented for payment. The decision to pay the check is explained in the Overdraft Transactions section on page 12 of our Deposit Agreement. We placed a hold for $3,410.28 on his account ending in [redacted] as an offset for the $ -3,419.28 balance in his account ending in [redacted], which included a $9.00 fee for Overdraft Item Paid. The available balance in his account ending in [redacted] was $757.66.• On June 27, 2014, **. [redacted] contacted our Contact Center several times regarding the hold. Unfortunately, we did not explain to **. [redacted] the Setoff and Security Interest Rights disclosed in our Deposit Agreement.• On June 30, 2014, **. [redacted] spoke with an Executive Resolution Specialist and requested his account ending in [redacted] be closed and the funds transferred to his account ending in [redacted]. **. [redacted] requested the Overdraft Item Paid fee $9.00 be reimbursed. We completed both his requests. The balance in his account ending in [redacted] is $758.06.Again, we apologize for the lack of information **. [redacted] received. 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 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, ###-###-####, Monday through Friday, 8:00 am to 4:30 pm Eastern Standard Time.Sincerely,

Review: On January 27, 2014 at approximately 1416 hrs, MST, I contacted Ally Bank via telephone in an attempt to have my debit card for my Money Market account, jointly owned with my wife, unblocked, as I had previously used a wrong PIN. Although I provided all information except the password, the representative stated he could not access my account. As this is a joint account, my wife then spoke with the representative, giving all of her correct password and correctly answering her safety question. The representative accessed our account, and replied 'I see both names on the account'. We both advised the representative to send a new debit card to our home address listed on the account, and he refused. We then told him to close the account, he refused. Approximately 15 minutes later, my wife contacted Ally via telephone to access her personal money market account, her IRA, and her joint account with her mother, and even after answering all of her security questions correctly, the representative refused to access any of her other accounts. Via online access, a transfer in the amount of $700 was initiated to our joint [redacted] chec[redacted] account, which is linked to the Ally account, and was used, in conjunction with my wife's personal [redacted] account, to initially fund our Ally account. Ally rejected the transfer. On January 29, 2014, we sent a correspondence, signed by both of us (there are signature cards on file), directing Ally to close all 3 money market accounts. This letter was received by Ally on January 31, 2014. The following transfers were "rejected": 1/27/14 amount $700; 1/31/14 amount $40.75. No notice of rejection was sent via email, US mail, or telephone.An ACH return of $700 from [redacted] on 1/31/14. No explanation given.To this point we have not been contacted by Ally, via email, US mail or telephone with regards to their reasons for rejecting a legal transfer to the originating, linked [redacted] joint chec[redacted].On 2/1/2014 an email was sent to customer service, via the Ally online "secure" email system, regarding the issue, including reiterating the signed, written demand to close the account. On 2/2/2014, an email response stated that the matter had been "escalated", but gave no reason whatsoever regarding what the "matter" was, or why Ally had been denying us access to our funds. An immediate response to this email was sent reiterating the closure of the accounts. Another email was sent 2/3/2014, again reiterating the demand to adhere to the signed, written correspondence dated January 29, 2014.Documentation available if necessary regarding the initiation of account transfer via secure website, the rejection and ACH return status via account page on the secure website.This illegal seizure of funds is effecting my employment. As a long-haul truck driver, I am home only 5 days every 5 weeks, and I rely on the funds in this account during my employment related travel. It has seriously effected the health of my wife, who is permanently disabled.As of the date/time of submission of this complaint, there has been no additional contact from Ally Bank.Desired Settlement: Any criminal or policy violation which can be initiated against Ally Bank for unlawful Seizure of Funds. Closure of accounts, transfer of funds pursuant to signed, written correspondence dated January 24, 2014. Compensation in the amount of the account balance of $740.75 for each day Ally has denied us access to our funds.

Business

Response:

February 19, 2014

**. [redacted]:

Thank you for forwarding **. [redacted]’s complaint to our attention regarding access to his account.

We have thoroughly reviewed **. [redacted]’s concerns regarding Ally Bank’s authentication process and the conversation he had with our Contact Center. When **. [redacted] spoke with our Contact Center on Monday, January 27, 2014, we asked for personal information to confirm his identity. However, he was unable to complete our verification process. For security purposes, we placed a restriction on his account. The restriction blocks any debit activity, including external transfers, and any information being released on the account. We informed **. [redacted] an Account Specialist would contact him within 1-2 business days.

On January 31 and February 4, 2014, a Loss Prevention Specialist attempted to contact **. [redacted] without success and voice messages were left. Later in the day on February 4, 2014, a Loss Prevention specialist was able to speak with [redacted], his wife, and joint owner on the account. Due to the inability to contact **. [redacted] directly an exception was made to verify his information with [redacted]. The restriction was removed from his account. On February 5, 2013, per his request, we closed **. [redacted]’s account and sent $700.22 to the registered external account. On February 7, 2014, $40.75 was returned to his account from a transfer that was initiated during the time the account was restricted. On February 11, 2014, we sent the $40.75 to the registered external account and re-closed his Ally Bank account.

We apologize to **. [redacted] for the lack of a timely response. We thank him for bringing this to our attention. While we are sympathetic to the inconvenience and frustration **. [redacted] experienced we will not provide further compensation. 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.

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

Sincerely,

Review: Ally bank was unable to open a check account, although I already have a money market account with them. They stated I have a credit free on my [redacted] account credit profile. I contracted [redacted] and they wanted $10 to lift the freeze. I contacted Ally and asked if they would reimburse the fee. They declined and offered no other solutions.

Business

Response:

November 21, 2013

Dear **. [redacted]:

Thank you for forwarding **. [redacted]’s complaint to our attention regarding a refund for lifting his credit freeze.

We have thoroughly reviewed the circumstances surrounding **. [redacted]’s application for an Interest Checking account. During the account opening process, we attempted to verify his credit for his requested interest checking application and found that there was a credit bureau ID theft alert. We requested that **. [redacted] have the credit freeze with [redacted] removed.

On November 5, 2013, when **. [redacted] requested to be reimbursed for the [redacted] fee for lifting his credit freeze, a Contact Center associate mistakenly informed **. [redacted] that we would not reimburse.

On November 14, 2013,1 tried twice to contact **. [redacted] by telephone; however, each time I was unable to leave a message. I then emailed **. [redacted] requesting him to contact me at his earliest convenience but he has not done so as of the date of this letter. If **. [redacted] incurs a fee when he lifts the credit freeze, we will be more than happy to reimburse him. It is important to note that there is a time constraint, as we need to have the freeze lifted in order to complete the application process prior to November 27, 2013. Otherwise, **. [redacted] will be required to complete a new application.

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.

Sincerelv.

Review: This is what I got from Ally Bank, in terms of what's in my account notes. Sums it up if you're logical about it.

3/4/2012 [redacted] - Debit card being declined. Call was transferred, and unable to access system to see why debit card was not working. Sup Margaret F[redacted] working on resolving the debit card issue. Explained the time frame that it would take for me to get called back.

3/4/2012 Fiona Ness - Called about card not working. Told a supervisor would call, over time told to be called. Transfer to Eric C[redacted] 3/5/2012 Attempted to contact, received answer machine, left message to contact a certain line - Tina L[redacted], ECR

3/6/2012 Spoke with me in regards to debit card. Was attempting withdrawal, advised system down, all transactions were being rejected.

3/15/2012 Confirmed address for debit card.

3/21/2012 Called in, find out what's going on with bill pay system. Landlord had not received payment from bill pay. Advised sent out on 2/27th, for 503. Jamie A[redacted] took over call.

3/21/2012 Jamie A[redacted]. Transferred, merchant hasn't received check yet. They reviewed system, showed check was sent. Showed check wasn't cashed. Could put a stop payment on it, could take days to get cash back. Sent up request for proof of payment sent to me.

3/22/2012 Need a letter stating I did attempt to make the payment, had to stop payment because landlord stated never received payment. Request was forward to have a letter sent to me advising this was the case.

3/28/2012 Email was sent to me. If I call back confirm if I received the documentation I needed.

3/28/2012 Stated I have received email saying no contact information for me. Says confirmed, they do have correct info for me on file.

4/12/2012 Confirmed address, completed online purchase, requested address change.

4/13/2012 Hold for 65.99 from [redacted] will expire 4/14. Gave authorization to speak with ST sup, ST cannot ship until funds are in their account.

4/13/2012 [redacted] says card info does not match, declining minute purchase, called day before and changed address on file, [redacted] says info not correct, confirmed current and previous addresses on file for me. They transferred to check specialist evelyn.

4/13/2012 Trying to pay [redacted] bill, rejected, updated info in program to match address on profile, had permission to speak to [redacted] to resubmit, flagged because of address. Contacted Natasha in bank operations, also able to change incorrect address, so all future transations would go thru properly. Informed me to submit any receipts for late payment charges. Submitted request to look at it. Transfer to supervisor Eric, to see if anything else they could do for me.

4/14/2012 Calling to see what was posted to my account with direct deposit being on hold. Informed 3 posted transactions. Informd 4 items on hold.

4/15/2012 Issues with conflicting address on account, transferred to Mindy Cornwell in checking. Informed customer if received fees, would be happy to review proof and credit back. They gave address offered if can assist, I said no, already been on phone 4 hours, verified email, phone, address. Nothing really on that one.

4/15/2012 Didn't have address right in system, caused bills not to be paid. Writing a letter to Tina little and michael dicomo.

4/16/2012 Called had several issues, called again, had agents go over notes, writing letter of complaint to home office.

4/16/2012 Called again on address. Verified address on file, Stated receive a call within 24 hours, still havent received one. Transferred to Eric again. Supervisor stated I had issue with my address info on debit card, which caused trans issues. Tried contacting Tina. Got VM. Left Message. Said would also try to email tina and call her back.

4/16/2012 Have not received callback, trans to sup, from alicia poole, said that I were contacted by tina, promised would be contacted back. regarding address issues, first thing in the morning.Was given voc number. Tina l[redacted] said they spoke with me, recently had issue with [redacted], issued new debit card, the info was compared with [redacted], problem with cvc number supposedly. Finally resolved with no further incidinces. Was trying to move from [redacted] to st. Had different address for st than tm. Started having addr issue all over again.

Requesting monetary comp, would be more than happy to comp out of pocket expense due to bank error, not something that we offer. Emailed and faxed proof of expenses due to not able to pay. Email and faxes were checked, adv never received proof. Asked if I had a date/time sent proof. There was a credit to the account for 26.50 on the 17th.

4/18/2012 Received call about 4/14 trans for [redacted], adv merchant dispute where ally bank could not intercede.

5/16/2012 Adv hold for [redacted] (multi),

5/29/2012 [redacted] never received payment. Checked in system, no image of check, check never presented. Offered stop payment on check, reissue. Submitted stop payment, reissued check in bill pay system. Updated email address. Contact checked and found payee on lake shore was not edited by user at all.

5/30/2012 Cannot activate debit card, updated phone and address, could activate it. Stayed on phone to make sure online purchases work. Did not cancel debit card, transaction didn't show up. Bank ops couldn't see the transaction. Said wait a couple hours, and try agian.

5/30/2012 Contacted was adivsed address not changed, previous went through, request letter to prove. Could submit proof of any late fees. Adv late fees could be extensive due to way lease is written.

6/12/2012 Received ally perks email on 6/12 on business email instead of email address on file. Want to send to regular email, not business email.

6/15/2012 46.67 hold, wanted to know if can be processed now, was a preauth for [redacted] health, could not process trans. [redacted] has not completed transaction, they would have to do that. Advised no debits in account from paypal.

6/29/2012 198.56 tire engineers. payment went out 6/19 was returned, placed back on account on 6/19. Processed 19th jun, debited and credited back, says error corected, I wanted to make sure it won't come out of my account. Tire engineers claimed it has been paid, wanted to be reassured, to make sure not re-debited.

7/2/2012 LM advised that this is a non-bank issue, so they can't tell me it wont be debited again. has to talk to merchant about the issue.

7/2/2012 adv echeck dep after 4pm happens next bus day, confirm email tonight, transaction on hold will fall off tomorrow. transfer to tamara in int checking.

7/2/2012 adv hold being release tomorrow, adv hold up to merchant. customer requested solution, trans sup whitney young.

add'l contact was listed as primary, not the actual number. sent contact request to ERT. Were advised per their request that not bank issue, can't advise can't be debited again. have to talk to merchant. Ally said should contact merchant.

7/3/2012 Claims to be talking to someone at usaa bank, and cred union, both saying preauth processes illegal, need definite answer on whether or not going to debit that or not.

7/3/2012 Informed ERT leaves at 5pm est. Escalated to supervisor. Upset ERT did not contact me. Looking into closing out ally account. Opened up another account with usaa bank and did a new transfer, only wanted to speak with ERT. Req info on original hold request, and what would happen to the 198 if I closed the acount. set up callback request.

7/5/2012 called back reviewed notes. unable to transfer to ERT directly, sent up request to call back.

7/5/2012 Spoke with me on the 198, per the notes needed to speak with tire engineers.. Offered to connect with their billing dept if necessary. Adv they will see if they can get furhter info and call back next day.

7/5/2012 Debit for 198.56 only says withdrawal, another pending for same amount. Advised both are same, and hold set to be released. Used to like Ally, now don't at all, and expecting ERT contact tomorrow as promised.

7/6/2012 Spoke with me and adv charge debit and credit doesnt' matter, how merchant processed, not ally error, had double charge. Offered personally assist cust moving forward but then had complaints about ally, probably closing my account.

7/17/2012 Called on transfer on hold.

7/20/2012 Inquired ongoing issue, want to talk to supervisor. Associate hung up, esc to sup.

7/20/2012 Began explaining I'm tired about how I'm treated, discussed overdraft policy on credit card transactions. Had several issues with ally, doing nothing to help. adv will request to speak with upper management, I wanted higher power than ERT.

7/20/2012 Advised no system errors, will look into it.

7/20/2012 asked for sup to get answer to question that I didn't feel I was not getting, was asking david morris. Discussed double-holds on debit card purchased, stated I was ok with info provided, provide name and location for addl assist.

Message left for david morris, cell phone died on me.

7/28/2012 adv current avail bal holds, one expiring.

8/5/2012 Customer states card declined, verified zipcode, funds, transferred to stacy lopez,chking specialist.

Pulled up debit card 6359, transaction didn't show as process, informed debit card has not been processed since it didn't show up in our systems. was transferred to eric hernandez supervisor.

8/9/2012 contacted customer on communications error as transactions have been denied, upset just now getting a call, apologized, stated not good enough. had another issue with address, unable to get ahold of fund for emergency diabetic meds.

9/5/2012 Contacted letting now forwarded message allow 1-2 bus days to contact back

9/6/2012 david contacted back, reviewed addl info about recent issues, set up ERT request, notified ally for extra assistance.

10/1/2012 adv of account/rou number.

12/15/2012 contacted about getting letter of address info being changed, wanting to know who had placed this change. Shows seasonal address 12/8-3/14 was changed. Very upset thinking messed up account. Updated to AL address.

4/1/2013 Debit card issue said needed reissued card, current one warn out, verified address on file, ordered new card. current card still working until act new card.

4/5/2013 called felt like I'm doublecharged by phone co, transferred to alexandra, checking specialist. got double email, wanted to check for double charges, just in case.

8/17/2013 trandferred to checking spec d'lam. Requested atm withdrawal limit.

1/1/2014 Change address, updated it. new address not on notes. No addrss history.

9/2/2014 Heard about data breach, wanted to know what I needed to do. Adv me no indication acct was impacted, cont to monitor, will continue routine processes to monitor for suspicious activity. Suggested review act, report any unauthorized activity. Suggest regular change password. At this time they have no report of funds missing. If found, let us know. Said they can cancel the card, order a new one. Adv didn't want cancelled, since not yet compromised, but order new one. Other card would be cancelled once received new one, ordered new card.

9/13/2014 card activate

9/30/2014 Says I wanted to be called back, was continuously provided incorrect info. Worked for cc for many years. Was very polite, wanted to speak with upper managemetn, on providing correct info. Set up request to have call back.

10/8/2014 Called business number on file which rang, received busy on home number, left message with hours avail. Sent email state trying to reach, unsuccessful, called with avail hours.

10/8/2014 [redacted]. LM called back, informed both debit cards active, cancelled old debit card. I stated card billing address was changed without consent, caused isseus with payment, resulted in fee. Auth changed addr on 9/2, shipped to addr associated to card, net10 pmt successful on old debit card. was error made on 9/2 card. adv I would review call and call back Cannot listen to call together, counsel says that's ally property, and cannot provide compensation per policy.

10/10/2014 adv listened to call, explained no transactions defined, offered future ERT assistance, adv switching banks, provided horscham address.

10/14/2014 Asked about the letter with note with ERT (Response has been sent to customer in writing, all issues has been discussed with cusotmer with ert rep clifton [redacted]. Advised customer of verbatim of letter sent, still in error, as states no declines on either debit card result of address. going to Revdex.com and fdic regarding issue, if not able to speak with michael k[redacted] today. Says contacted ert, spoke with jamilla, mk will not be able to contact cusotmer at this time, provided contact info, will thoroughly review notes regarding issue. Once done so, will contact via phone or in writing, no time frame for this communication. Certian situations req when writing, mk will make determination on how to contact, confirmed tel on file.

10/23/2014 Agent admits, that based on the note on 9/2, the new debit card activation on 9/13, and the note on 10/8, that I was misled regarding the deactivation of the old debit card, which was involved in the [redacted] DATA BREACH. My account was left with a security hole from 9/13-10/8, which should not have been there.

Agent states most letters sent to customer are on the profile. Aaron o'brien, supervisor is the only communication I've had with Ally since Michael K[redacted] was supposedly committing to contact me.No contact from michael k[redacted] since 10/14, no contact from any representative of michael k[redacted], via phone nor mail as/of 10/23.

This agent was at a loss for words, after reading over and providing me with info on these account notes, as she could not find any words to defend Ally Bank based on the notes, and actions taken....I thanked her for being patient with me, sticking the call out, and doing her best. I understood that Ally Bank has a system in place that ensures that in cases like this, that the agent has very little power, and encouraged her to keep progressing in her career, hopefully with a more ethical company. She deserves better, and as a national and global call center QA leader, I can tell she has some great potential in terms of training and quality from the kind treatment she specifically has given me (unlike most Ally employees).Desired Settlement: A written letter of apology, unequivocal, without attempting to claim that ALLY BANK and its employees "did nothing wrong" and "is not at fault." This is inclusive of attempting to say that there was no costs to me, because I did have costs. This letter will be used to show that it was not my fault that my payments were kicked back, and to save me from the embarrassment that apparently comes with being an Ally Bank customer.

It cost part of my health, my valuable time, time away from work as well, cost to reimburse family members for bringing payment for gas across the state line (3 hour drive) - so that I am not arrested as a "drive-off" as a result of Ally changing my zip code..... I would appreciate compensation for pain and suffering, the embarrassment from the repeated declined transactions - when I clearly had more than enough funds, as well as the emotional distress resulting from dealing with agents who were unprofessional, attempting to assert that I was defrauding them or lying. In fact, there are recorded calls (at Ally, as well as those I possess) which verify my claims against Ally Bank.

Business

Response:

November 6, 2014Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding his customer service concerns.Ally Bank has determined that [redacted]’s original concerns from 2012 were sufficiently addressed. On October 13, 2014, we sent [redacted] a letter addressing his most recent concerns, apologizing for the unsatisfactory customer service he experienced. If [redacted] still feels he hasn’t been made whole, he can submit proof of any fees he has incurred to Ally for review.The receipt of [redacted]’s complaint and his recent communications with representatives of Ally Bank resulted in a review of his relationship with us. Accordingly, we have made a business decision to close [redacted]’s account. We note that Section 35 of the Ally Bank Deposit Agreement dated December 7, 2013 (on page 16), gives us the right to close his account at any time for any reason.We will close [redacted]’s account on November 25, 2014. He should make the appropriate arrangements to withdraw all of his funds before that date. If his account is still open on this date, Ally Bank will close his account and send him a check for the balance on deposit.In closing, this decision to terminate [redacted]’s account relationship with Ally Bank is irrevocable. If he requires assistance in closing his account prior to November 25, 2014, he may call us at ###-###-####24 hours a day, 7 days a week. He can press "0" to reach a Customer Care Associate immediately.Sincerely,Michelle SExecutive Resolution Specialist

Consumer

Response:

I am rejecting this response because:

The bank has failed to refund my final ATM fee under the deposit agreement, and has breached the deposit agreement in their failure to do so. I received a check for $3.09, which does not include my final ATM fee.

I would not ever recommend that anyone uses Ally Bank. I had an issue where they deposited my own funds into their own account which they call a "Suspense" account until they contact you. The problem? They never contacted me. My Ally account had been shut down and they managed to give themselves the funds. The whole time on the phone they said they were not attempting to steal from me. All I can say is they may not have been attempting to steal from me because they succeeded in stealing from me.

Review: I made a deposit to my Ally Bank Checking account on 8/19/13. According to our agreement, the bank is supposed to have released the funds starting yestrday, 8/20/13, "the next business day after the deposit posted," but they still haven't release my $13,000 even TWO business days after the deposit posted. I called the bank this morning to find out what the problem is, and they told me they are holding my $13,000 deposit for an additional 7 business days, because according to the representative,"the account has a negative balance," and also that the bank has the power to place an arbitrary hold on any deposit any time they feel like it. This is obviously far beyond any reasonable behavior on the bank's part, or any reasonable expectation of a checking customer. The bank is in breach of our agreement and I need access to my money. Their delay is costing me additional interest and fees with my creditors, and I also need to buy food.Desired Settlement: I want the bank to clear my deposit and to stop placing arbitrary holds on my hard-earned money which I send to them in good faith to use as I see fit (as it is my money and not theirs). I would also like interest for the time period in which Ally Bank deprived me of my own money. I would also like a written apology from the bank's corporate office.

Business

Response:

Good Afternoon ,

Please see the attached response, thank you.

Executive Resolution Specialist

August 30, 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]’ deposit for $13,000.00. The check, made payable to [redacted] and [redacted], was deposited on August 19, 2013 to a checking account which was only in the name of [redacted]. Since **. [redacted]’ account was in a negative status for various days in June and August, a seven-day business hold was applied to his deposit consistent with our Funds Availability Policy on page 35 in our Deposit Agreement. Also, a notice of delayed availability was mailed on August 20, 2013, to notify him of the funds availability time frame. It should be noted that regardless of the hold, interest began accruing on the day the funds were deposited.

On August 23, 2013, an Executive Resolution Specialist called **. [redacted] and requested that a Release and Indemnification Agreement be completed by [redacted] and notarized in order to release the funds to **. [redacted]’ account. **. [redacted] was not in agreement and requested the funds be returned to him. An official check was sent via Federal Express that same day. We have confirmed that the check was delivered to **. [redacted]’ address on August 24, 2013.

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

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:

Review: Ally Bank is steadfastly refusing to close my savings account #[redacted] and have refused to give me any explanation, despite repeated calls and emails to them. They started the requested transfer to my [redacted] Bank account and then stopped it without explanation. Copies of the stopped transfer and the account details are attached hereto.Desired Settlement: I want this account CLOSED and I want the full and complete balance transferred to me in the fastest and most expeditious manner.

I am submitting a bill to Ally for all of my lost time and trouble (26 hours @ $25/hour = $650) and, if this is not resolved immediately I will file formal complaints with the Federal Trade Commission and the Comptroller of the Currency.

Business

Response:

May 22, 2014[redacted]:Thank you for forwarding **. [redacted]’s complaint to our attention.We sincerely apologize for the delay in closing **. [redacted]’s account. Per his request, **. [redacted]’s Online Savings Account was closed on May 12, 2014 and the funds were sent electronically to his external account.We have thoroughly reviewed **. [redacted]’s complaint and the delay in closing his account.• On February 26, 2014, we received an “Order to Withhold Personal Income Tax” from the State of California Franchise Tax Board regarding **. [redacted]’s funds at Ally Bank. We placed a hold on the funds for the requested amount and a notification on his account that the hold was due to a legal matter.• On April 30, 2014, we sent the requested amount to the State of California Franchise Tax Board. However, we neglected to remove the notification from his account regarding the legal matter.• On May 10, 2014, **. [redacted] initiated an electronic transfer from his Online Savings Account with Ally Bank to his external account.• On May 12, 2014, our Loss Prevention Department stopped the transaction due to the notification of a legal matter which was still on **. [redacted]’s account. **. [redacted] contacted our Contact Center multiple times requesting his account to be closed. Because of the notification on the account, **. [redacted] was informed he would be contacted in one to two business days. Later that day, we removed the notification from **. [redacted]’s account, electronically transferred the funds to his external account, and closed his Ally Bank Online Savings Account.• On May 13, 2014, our Contact Center responded to the secure email sent in by **. [redacted] on May 12, 2014, and informed him that the Online Savings Account had been closed as he requested.Again, we apologize for the delay we caused in closing **. [redacted]’s Online Savings Account. We thank him for bringing this to our attention. With respect to his request for compensation, while we are sympathetic to the inconvenience and frustration he experienced, as a policy, we do not provide compensation.His 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.ally®Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I wholly disagree with Ally's point of view. They have done nothing to help me close accounts and even now continue to drag their feet with the transfer of my IRA account which has been pending with them since 5/12/14 and they refuse to supply me with an accurate and honest status report. They have admitted in writing that they have screwed up and mishandled all of these transfers and closeouts and yet they do nothing to remedy the situation. My extreme amounts of time and effort with this mess have to be compensated in order for me to accept closure. Thanks for your help.

Regards,

Business

Response:

June 5, 2014Dear [redacted]:Thank you for forwarding **. [redacted]’s response dated May 29, 2014, to our attention. We have responded to his comments as shown in blue text below.I wholly disagree with Ally's point of view. They have done nothing to help me close accounts and even now continue to drag their feet with the transfer of my IRA account which has been pending with them since 5/12/14 and they refuse to supply me with an accurate and honest status report. They have admitted in writing that they have screwed up and mishandled all of these transfers and closeouts and yet they do nothing to remedy the situation. My extreme amounts of time and effort with this mess have to be compensated in order for me to accept closure. Thanks for your help.We have thoroughly reviewed **. [redacted]’s complaint and the delay in closing his Individual Retirement Account (“IRA”).• On May 12,2014, he spoke with our Contact Center regarding transferring his IRA Savings Account to another financial institution. We advised him to request an IRA transfer form from the other financial institution and send us the completed form with a signature guarantee.• On May 21, 2014, we received the Request for Transfer form (“form”) from [redacted] Bank; however, the form did not include a signature guarantee.• On May 23, 2014, we returned the form to **. [redacted] via [redacted], tracking number [redacted], which was delivered on May 27, 2014.• On May 27, 2014, we sent **. [redacted] via email a [redacted] shipping label to use when sending back the notarized form. In the email, we also informed **. [redacted] that once we received and reviewed the form, we would send the funds overnight to [redacted] Bank.• On May 29, 2014, we received the notarized form.• On May 30, 2014, we informed **. [redacted] that we had received the form, closed his account and sent the funds to [redacted] Bank via [redacted].While we empathize with **. [redacted]’s inconvenience and frustration he experienced, as noted in our prior responses, as a policy we do not provide compensation.Based on this response and our previous responses, we are considering this complaint closed.If you have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:30 am to 4:00 pm Eastern Time.Sincerely,

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 failing completely to provide compensation for weeks and weeks of a mess.They need to do so.

Regards,