Ally Bank

Review: I am currently unemployed and experiencing financial difficulties. I am a customer of Ally Bank as I have 2 accounts; one is an annuity and the other was a checking account. Recently my checking account was closed for being overdrawn $5.05. I was told by [redacted], an Ally representative, per bank operations direction, that if I overnight the overdrawn balance the checking acct. would be reopened. I did as I was instructed. Since I haven't worked for almost 3 yrs, I am surviving off my retirement, I am only 46. I needed the checking acct reopened as I was planning to deposit a very large sum of money into the account in order to meet my financial obligations. The account was reopened, but a week later it was re-closed. When I inquired as to why this occurred when I did everything required of me....I was told that I, as well as the representative that assisted me, was misinformed and the account should have never been reopened. I was told I can try to open another ckg acct with them...I already tried that and they denied me. I didn't see any reason to try to pursue any type of acct with them as I would be denied. I am not denying the fact I owed them the money..I had all intention of reimbursing them $5.05 but I don't think they understand what I had to go through to get the money and overnight it. I made arrangements with my creditors based on what I was told and now I am faced with losing everything. I am an emotional wreck. Being unemployed is bad in itself and I really didn't need any added stress. I am even unable to refill my hypertension medication. I was told they could overnight the money I requested from my annuity; however the rep couldn't guarantee that I wouldn't be charged for the service although it was there error. I am very upset and distraught as this has caused undue emotional stress. They should be held accountable for their mistake same as I was for my acct being in overdrawn.Desired Settlement: I feel I should be compensated for the money I spent to overnight the letter, all late fees incurred from my creditors and for the additional stress I am enduring because of their mistake. Again...they can keep their $5.05 I owed them that, however the tactics they resorted to get collect it was unethical to say the least.

Business

Response:

April 17, 2014Dear [redacted]:Thank you for forwarding [redacted]’ complaint to our attention regarding reopening her account.We have thoroughly reviewed the facts and circumstances regarding [redacted]’ complaint. [redacted]’ Interest Checking account was closed on March 20, 2014, for being overdrawn $5.05 since February 7, 2014. It is Ally Bank’s policy to re-open an account closed for prolonged negative balance solely to receive monies owed. Afterward, the account will be closed again.Based on our review, it was determined incorrect information about this policy was given to [redacted] on March 25, 2014. After this phone conversation, [redacted]’ repaid the $5.05 owed with the expectation she would have continued use of her Interest Checking account. Due to the incorrect information provided to [redacted], we reopened the closed account on April 8, 2014. As a courtesy, we have refunded the fees incurred by her for sending a money order overnight.We sincerely apologize for the incorrect information [redacted] received. Her experience is not typical of Ally Bank’s level of customer service and does not meet the standards we strive to achieve. [redacted]’ experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associate involved with this issue has been provided additional coaching. With respect to her request for compensation, while we are sympathetic to the frustration she experienced, our reimbursement will be limited to the fees associated with sending the money order.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern Standard Time.Sincerely,

Review: I had a checking account with Ally Bank while I lived in NH. My wife and I then moved to IL. The move was very normal, with all our bills, state agencies, and the post office being notified. A few weeks after moving to IL I discovered that my Ally Bank card was no longer working. There was no call, email, or letter from Ally Bank as to why. I called Ally Bank to ask why the card wasnt working. The customer service rep told me that she was unable to give me a reason and that another rep would be calling me within the next 3 days!!! So in effect, telling me that even though I had no access to my money they wouldnt assist or even give me a reason and I had to just go deal with it till they got back to me within 3 DAYS!! 3 days later there was no call. I called Ally Bank back for a second time. I was told the same thing by another customer service rep!! this is now well over a week that I have had no access to my money. Multiple bills are not late and late charges have been applied to a couple of my accounts, not to mention my credit score being affected. 3 days later, and with no call again, I called Ally Bank again. This time not happy and asked to be transferred to a supervisor. I was told then that due to my move from NH to IL a fraud or identity theft alert had been triggered and my account had been frozen. While this is, in my opinion, crazy, I do understand that I do not know all the reasons why banks have the policies they have. However, regardless of the reasons for that unreasonable policy ( normal people move from time to time ) I did 100% expect to be notified of the fact that my account was frozen. That coupled with the fact that I called twice about it and was told each time to buzz off and we will call you within 3 days ( crazy ), and that call never coming is completely unacceptable and, in my opinion, amounts to treating my money / account in a way they are not able to do.Desired Settlement: I would like an apology from the bank for how its policy or how its policy was applied to my case. An apology from the customer service dept who told me twice that I would receive a call back within 3 days which is an unreasonable time frame with this issue. An apology for never getting one of those calls. And reimbursement for the fees and damage to my credit, not to mention the stress that this caused in a new city with no job or apartment yet.

Business

Response:

September 6, 2013

Revdex.com

**. [redacted]

1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103

Re: Case [redacted]

Dear **. [redacted]:

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

We have thoroughly reviewed the facts and circumstances regarding **. [redacted]’s concerns. **. [redacted]’s Interest Checking account was opened online on July 28, 2011, and his address for the account was changed on August 28, 2011. For security purposes, since this was a new account with a recent address change, our Loss Prevention Department reviewed his account and restricted access to the account on August 29, 2011. Unfortunately, our normal procedure to follow-up with a customer once an account has been restricted was not followed.

On August 31, 2011, while the account was restricted, two items presented for payment were returned. On September 2, 2011, and September 5, 2011, **. [redacted] called the Contact Center and the associates noted **. [redacted]’s request to be contacted. On September 7, 2011, **. [redacted] called the Contact Center and the associate provided him with the telephone number of the Loss Prevention Specialist who had placed the restriction on his account. Later that day, **. [redacted] spoke with the Loss Prevention Specialist who requested a copy of a recent utility bill to verify his recent address change. **. [redacted] did not oblige and requested we close the account and send a check for the balance of the account to his previous address on file. On September 8, 2011, the account was closed and the check was mailed.

We sincerely apologize for the actions of the Loss Prevention Specialist who did not contact **. [redacted] when the restriction was placed on his account. **. [redacted]’s experience is not typical of Ally Bank’s level of customer service and September 6, 2013

If you have any further questions, please call [redacted] ([redacted]) 24 hours a day, 7 days a week.

Sincerely,

Executive Resolution Specialist

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Review: I have not been able to access my savings account since 3/8/13. Customer service refuses to explain why or when the issue will be resolved. Over a week ago I was told someone would call and resolve the issue. I have had no contact from them since and my $20k+ is still not accessible to me.Desired Settlement: I would like access to my account immediately.

Business

Response:

Please see the attached response, thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have requested my account be closed and my money be sent back at least five times now to no resolve. They are clearly dragging their feet, and possibly not complying with my request, saying there was miscommunication about unlinking the account where I sent them the money from. I believe they are mad at me because before opening the account, I asked a very simple question; I asked if I could set up an alert where I would be notified if my interest rate changed & they said yes; I opened the account & then after receiving my money, they said this could not be done with this type of account. I told them they lied & I need to close my account & would possibly file complaints. Again, I have now asked at least five times to close the account & for them to return my money & I have yet to receive my funds. These are bad people - they lied to me before I opened the account & now they have the funds, they refuse to close it - or are just dragging their feet. Thank you, [redacted]Desired Settlement: I would like for them to close my account as requested multiple times and to return my money. I would like for them to explain the delay & need for me to contact them several times to accomplish this. I would like for someone to investigate this case & if issues are found with Ally Bank, for them to be fined & possibly prosecuted. Thank you

Business

Response:

Please see the attached response, thank you.

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: