Ally Bank

May 23, Dear [redacted] ***:Thank you for forwarding [redacted] ***’ complaint to our attention regarding disputed debit card transactions.We have thoroughly reviewed the facts and circumstances surrounding [redacted] ***’ claim of unauthorized transactions with his debit cardOn February 3, 2014, [redacted] notified us that an unauthorized debit card transaction in the amount of $from [redacted] Services had posted to his checking account that dayOn February 4, 2014, [redacted] notified us that another unauthorized debit card transaction in the amount of $from [redacted] Services had also posted to his checking account the prior day.We emailed the Cardholder Statement of Dispute ATM or POS Transaction form to [redacted] on February 6, for completionOn February 12, 2014, we provided provisional credits to his account for the disputed transactionsWe received the completed dispute form on February 14, and continued the investigation.As part of our investigation, we received documentation from the merchant indicating within the Cardholder Information section that [redacted] ***’ Ally debit card was to be used for chargesUpon conclusion of our investigation on April 25, 2014, we sent [redacted] letters informing him that we would be reversing the provisional credits based on our determination that the transactions were authorized and did not involve errors governed under Federal Regulation E (Electronic Fund Transfers)We consider the dispute closed based on the rebuttal documentation we received from the merchant.In our letters to the customer, we indicated that we would debit the provisional credits on May 5, and honor checks, drafts or similar instruments up to the amount of the provisional credit for six business days from the date of the letterand without charge to the customer as a result of an overdraftAlso enclosed with the letters was a copy of the rebuttal documentation from the merchant.If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:a.mto 5:p.mEastern Standard Time.Sincerely

We are in receipt of your correspondence case # [redacted] dated September 25, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concernsPlease be assured that we are working to resolve this matter as quickly as possibleA detailed response has been sent directly to the above referenced individual on October 4, Due to privacy concerns, we are unable to provide you with any additional details in this matterWe thank you for taking the time and effort to bring this issue to our attentionIf we can be of further assistance, please contact us at the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time, and Saturday, 8:a.mto 5:p.m Eastern Time

We are in receipt of your correspondence file # [redacted] dated January 29, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On January 24, a detailed response and on has been emailed and mailed to the above referenced individual Additionally, on February 1, 2018, we responded to customer Due to privacy concerns, we are unable to provide you with any additional details in this matter We thank you for taking the time and effort to bring this issue to our attention If we can be of further assistance, please contact us at the Executive Customer Relations, ###-###-####, Monday through Friday, 8:a.mto 8:p.m Eastern Time and Saturday, 8:a.mto 5:p.mEastern Time

July 17, Dear [redacted] ***:Thank you for forwarding [redacted] ’s response dated September 13, 2014, to our attentionWe have responded to his comments as shown in blue text below.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 usedBut the perpetrator does not.Nor did you explain what steps you are taking to try to find the person or persons that did this to meWe have thoroughly reviewed [redacted] ’s rebuttalWe want to assure [redacted] we are diligently investigating the unauthorized account openings and are using all resources available to us in that investigationWhile we understand [redacted] ’s concern, we ask for certain documentation (as outlined in our prior response) from [redacted] as allowed for in the Fair and Accurate Credit Transactions Act, prior to releasing informationOnce this documentation is received, we will release the requested information.Based on this response and our previous response, we are considering this complaint closed.If you have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:am to 4:pm Eastern Time.Sincerely, Michelle SExecutive Resolution Specialist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answ Regards, [redacted] *** Until I get backy money this is not over.The bank has not resolved anything has yet and just going by what [redacted] says If I'm giving [redacted] abd my bank until Dec 1st to recover my money where ever it is,if nothing is done,I will proceed with a lawsuit.I have no time for this ridiculous nonsense and cat and mouse games calling [redacted] and bank back and forth.Nothing has been resolved so my complaint is still ongoing

We have reviewed and addressed the concerns referenced in the complaintPlease refer to the attached for our responseIf you have any further questions, please feel free to contact me directlySincerely, Michelle S [redacted] Executive Resolution Specialist Ally Bank

Thank you for forwarding [redacted] complaint regarding her account review and the closure of her Interest Checking AccountWe sincerely apologize that [redacted] customer service experience has not been at the level Ally Bank strives to achieve and maintainWe have thoroughly reviewed the facts and circumstances surrounding her concernAt Ally Bank, we take the security of our customers’ accounts very seriouslyWe are committed to making every attempt to protect our customersAs part of our commitment, we monitor changes in personal information and deposits on newly opened and existing accountsThe recent deposit of a $3,personal check prompted an additional review of [redacted] accountsDuring this review we determined that the account was being used for business purposesWhile we apologize for any inconvenience the closure of [redacted] account may cause, we do not offer accounts for business useThis is disclosed on Page of our Deposit Agreement, effective December 7, I have provided the pertinent section of the Agreement below: Additional Rules for Account Ownership: Accounts are only available to fiduciaries and to consumers for personal, family and household purposesAlly Bank does not offer business accountsYou may not use an Ally account for business purposesOn October 26, 2015, we closed [redacted] account and issued check number [redacted] in the amount of $This check was sent to the address we have on file via [redacted] The tracking number for this shipment is [redacted] If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time.Sincerely, Michelle S [redacted] Executive Resolution Specialist

November 18, 2015Dear [redacted] ***, Thank you for forwarding [redacted] ’s complaint regarding unauthorized debit card transactionsWe are sympathetic to his experience and understand his concernsHis experience is not typical of Ally Bank’s level of customer service and does not meet the superior customer service we strive to achieve.At Ally Bank, we take the security of our customers’ accounts very seriouslyWe are committed to making every attempt to protect our customersAlly Bank complies with Regulation E, which allows customers to dispute electronic fund transfers that meet the definition of an error as defined under the regulationWe have thoroughly reviewed the facts and circumstances surrounding [redacted] ’s concern• On November 10, 2015, [redacted] spoke with our Contact Center regarding pending debit card transactions in the amounts of $455.93, $789.05, $340.95, $760.53, $258.49, $789.05, and $that were being held against the joint checking account ending in ***We advised [redacted] to contact us if the transactions posted to the joint checking account and we would initiate a dispute [redacted] ’s debit card was deactivatedThat same day, the joint owner on the account spoke with our Contact Center, and we deactivated her debit card as well• On November 11, 2015, the joint owner spoke with our Contact Center and disputed transactions that posted to the account ending in [redacted] in the amounts of $790.81, $778.10, $762.23, and $790.81; the amounts included Cross Border Fees (“CBA”) and Currency Conversion Assessment Fees (“CCA”)That same day, as part of the dispute research process, we provided provisional credit to the joint account ending in [redacted] in the amount of $3,121.95, which included provisional credit for the CBA and CCA• On November 12, 2105, the hold expired for transactions in the amounts of $455.93, $340.95, and $• On November 13, 2015, we mailed the joint owner a Cardholder Statement of Dispute form to be completed and sent back to usOnce we receive the completed form, and complete our research, the joint owner will be notified of the resultsFor clarification purposes, when a debit card is used as payment to a merchant, there is a two part process that occursThe day the card is provided to the merchant an authorization is createdThis authorization allows the merchant to place a hold on the funds in the accountThe second part of the transaction is the debit processThe merchant supplies the financial institution with the authorization in order for the payment to be honoredSpecific to this situation, since the merchant had supplied Ally Bank with an authorization, the transactions were honoredWe value [redacted] ’s relationship and sincerely hope that we will be able to continue our banking relationship with himHis 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 efficiencyThe associates involved with this matter have been provided additional coachingIf you have any further questions, please feel free to contact the Executive Resolution Group, [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern TimeSincerely, Michelle SExecutive Resolution Specialist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Thank you for your responseI received the email and the physical letter in the mail regarding my transfer issueIn this correspondence it states that my account is eligible for instant transfers as of 12/14/Unfortunately this was not the case on the transfer that was requested on 12/nor in the attempt that was made this morning Regards, [redacted]

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

---------- Forwarded message ----------From: Executive Resolution Group< [redacted] >Date: Mon, Feb 9, at 12:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: " [redacted] " < [redacted] > Good Afternoon Ms***, On February 5, we did reimburse Mr [redacted] $for the returned check fee If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:am to 4:pm, Eastern Standard TimeSincerely, Michelle S [redacted] Executive Resolution Specialist | Deposit Operations P O Box MC: 190-FTW-IHorsham, PA T + ###-###-#### | F + ###-###-#### | [redacted]

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 $since February 7, It is Ally Bank’s policy to re-open an account closed for prolonged negative balance solely to receive monies owedAfterward, 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, After this phone conversation, [redacted] ***’ repaid the $owed with the expectation she would have continued use of her Interest Checking accountDue to the incorrect information provided to [redacted] ***, we reopened the closed account on April 8, 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] receivedHer 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 efficiencyThe associate involved with this issue has been provided additional coachingWith 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:a.mto 5:p.mEastern Standard Time.Sincerely,

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

We are in receipt of your correspondence case # [redacted] dated November 28, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concernsPlease be assured that we are working to resolve this matter as quickly as possibleA detailed response has been sent directly to the above referenced individual on December 7, Due to privacy concerns, we are unable to provide you with any additional details in this matterWe thank you for taking the time and effort to bring this issue to our attentionIf we can be of further assistance, please contact us at Executive Customer Relations, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time, and Saturday, 8:a.mto 5:p.mEastern Time

We are in receipt of your correspondence file # [redacted] dated July 12, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On July 20, 2017, a detailed response has been emailed and mailed to the above referenced individual Due to privacy concerns, we are unable to provide you with any additional details in this matter We thank you for taking the time and effort to bring this issue to our attention If we can be of further assistance, please contact us at the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time

I've been attempting to transfer the lease on my GMC Sierra since the end of FebruaryAlly Bank has given me excuse after excuseThey say they receive the applicants paperwork, then they've "lost it" and all of a sudden find it againI've had so many people apply who have excellent credit and the process continuously is held upAfter months of complaints and threatening to take legal action, I finally get a hold of the Account Revisions DeptThey finally approved one of the applicantsNow, they're telling me that there is a safety recall on my vehicle and they can't transfer it because of this and the applicant withdrew because the process took too long I have someone else applying nowWho knows what will happen! The problem is, there is no remedy to the recallI can understand if I was negligent on getting the recall fixed, but GM hasn't even released a solution for the recall (Recall # N150822) and the Dealership is absolutely baffled as to why they are holding this upAccording to the dealership Ally is making "excuses" and the "recall hasn't even been releasedthere is no solution"Why am I being held accountable for a vehicle that has a safety recall? Ally Bank told me they can't knowingly transfer the lease of a vehicle that has a safety recallBUT, if there is no solution, why is it okay for me to have a vehicle with a safety issue then, which I still have to pay for? Please justify this I also have asked for this policy to be shown to me on a recent phone call, and Ally Bank was unable to reproduce for me this policy of their re: lease transfers with recallsI will soon be contacting my lawyers unless GM or ALLY buys this vehicle back from meThis is appalling and GM should be ashamed to have used this bank who has been arguing with me, giving me excuse after excuse since FebruaryAdditionally, since there is no remedy for this recall, an exception should be made

Thank you for forwarding [redacted] ’s complaint regarding his disputed debit card transactionsWe are sympathetic to his experience and understand his concern regarding the fraudulent transactionsThe information provided on the debit card transactions in question included Mr [redacted] ’ s full card details, including his zip code, his CVCcode (number on the back of his card) and expiration dateWhile we have systems that help us identify some potential fraudulent activity, the customer is in the best position to identify unauthorized transactions on his or her accountThroughout this process, Ally Bank complied with Federal Regulation E in the timely handling of the disputed electronic transactions.We have thoroughly reviewed the facts and circumstances regarding the handling of Mr [redacted] ’s claim of unauthorized transactions made with his debit card informationOn April 2, 2015, Mr [redacted] notified us that his account had five pending unauthorized transactionsWe informed him that we could begin the dispute process once the pended transactions posted to his accountWe did offer to restrict his debit card in order to prevent additional unauthorized transactions from occurringMr [redacted] agreed to have his debit card restricted, and a new card was issued to him that dayOn April 4, 2015, only four of the five debit card transactions in question posted to Mr [redacted] ’s accountOn April 5, 2015, Mr [redacted] spoke with an associate in our Contact Center, and we began an investigation of the transactionsOn April 7, 2015, Ally Bank provided provisional credit to his account for three transactions for $each and one transaction for $On April 8, 2015, we mailed Statement of Dispute forms for him to complete and return to usOn April 9, 2015, we also emailed Mr [redacted] the Statement of Dispute formsOnce we receive the completed forms and complete our research, Mr [redacted] will be notified of the resultsIf you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:am to 4:pmEastern Standard TimeSincerely, Michelle S [redacted] Executive Resolution Specialist

May 27, 2015Dear [redacted] ***,Thank you for forwarding on May 18, 2015, [redacted] ’s complaint regarding access to her account.On May 15, 2015, we received the same complaint from [redacted] through the Consumer Financial Protection BureauWe responded to her concerns in our response dated May 27, 2015, and we have enclosed a copy of that response.If you have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:a.mto 4:p.mEastern Time.Sincerely,Michelle S***, Executive Resolution Specialist

April 10, 2014Dear ** [redacted] :Thank you for forwarding ** [redacted] ***’s complaint to our attention.We have thoroughly reviewed ***’s Interest Checking Account ending in [redacted] and the hold placed on his eCheck depositOn April 1, 2014, an eCheck deposit of $5, posted to the account ending in ***We placed an extended hold on the funds and sent ** [redacted] the funds availability notice via emailThe notice stated that “The funds are subject to an extended hold because: The account has repeated overdrafts and funds would be available in five business days.”The extended hold that was applied is consistent with our Funds Availability Policy located in Section IV on page of the Ally Bank Deposit Agreement dated December 7, It is also consistent with Federal Reserve Regulation CC, Section § 229.13(d), regarding repeated overdrafts:An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.Specifically, the extended hold was applied due to the account having negative balances from January 6, to January 9, 2014; February 3, to February 5, 2014; March 3, to March 6, 2014; March 18, to March 20, and March 28, to April 1, 2014.As a courtesy, on April 3, 2014, the Executive Resolution Team was able to verify the check had been paid by the external bank and released the hold from the fundsPlease note, this is a onetime courtesy and as of today, the exception holds on future funds deposited by check is scheduled to expire on September 30, However, if the account becomes negative prior to September 30, 2014, this will extend the scheduled expiration date.If you have any further questions, please call me directly at ###-###-####, Monday through Friday, 9:a.mto 5:p.mEST.Sincerely,

October 9, Dear [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 concernWe have thoroughly reviewed the circumstances surrounding [redacted] ***’s complaint.• On Saturday, August 16, 2014, [redacted] submitted an Ally Bank Domestic Wire Transfer Request formAs this was a Saturday, his request was reviewed on the following business day, Monday, August 18, Per the disclosure on the form, if the completed and signed wire form was received and verified by 3:p.mET on a business day, it would be sent the same business dayIf it was received and verified after 3:p.mET on a business day, it would be sent the following business day• On Monday, August 18, 2014, we contacted [redacted] at 1:p.mET to verify the wireHowever, we were unable to reach him and had to leave a messageAt 1:p.mET, we sent [redacted] an email asking him to contact us [redacted] called us at 1:p.mET, but unfortunately did not have the information with him needed to verify the wireHe stated he would call us back once he had that information [redacted] called back at 4:p.mET and was able to fully verify the wire transfer requestHowever, as it was past the 3:p.mET cutoff, the wire was sent on the following business day• On August 19, 2014, we processed the wire at 7:a.mET 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 callOur 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:a.mto 4:p.mEastern Standard TimeSincerely,Michelle S Executive Resolution Specialist