Ally Bank

[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 Administratively Resolved] Complaint: I am rejecting this response because, this is probably my closing statement:I've received the check, but as a matter of correctness, MsSosin doesn't seem to be fully acknowledging the deposit agreement as a whole, as she is only referencing the part of the deposit agreement that is convenient to herIt doesn't matter to her that I have recorded phone conversations which directly conflict with her closing statement eitherShe seems to want to find any way to say that I the consumer is completely wrong about the situation from start to finish.I submit that Ally Bank's customer service at all levels is severely lacking consistency, process adherence, and consideration for humanityAlly Bank has also done nothing to deal with the unkind treatment that I have received at both agent and ECR level, and in fact has declined to, by saying "well what do you expect me to do." I remember vividly the lack of respect for me, when I requested Quade to contact me later, since I was at the hospital with my mother! Instead he held me on the phone to accuse me and argue with meThe interesting part was that he listened to a recording that proved me right, and he of course continued his behavior laterAs an expert and employee in a global call center company, I would expect better process management, QA, agent coaching, and corrective action proceduresThe issues are mostly a repeat of the same thing once every so often during a yearly cycle, which tells me the same problem pops up regularly and automatically in their systems, and truly is unresolved each time I'm told it is resolved - such as the incidentI have not had this issue at ANY other bank or credit union, including Telcomm Credit Union, which I'm a 4-year member of currently (and my address stays put!)In Ally's willingness to be retaliatory and close accounts, which is documented elsewhere by other customers, Ally demonstrates that it does not value its customers at all.Further, my statement cycle technically does end as/of the date the account is closed, especially in light of Ally's forced and retaliatory closure, which was the result of my good faith report of negligence on the part of Ally's representatives at multiple levelsAlly's representatives consistently obstructed the reports from reaching the correct peopleAs a result of this long period of negligence, which could have cost me my life back in as a result of mishandling of my debit card account (and my insurance co requiring use of mail-order for insulins), I should have closed my account way earlierIt has become apparent that Ally Bank does not care if it becomes negligent, violates its own policies on debit cards, and thus becomes injurious in the process, and dare I say potentially discriminatory to those with medical conditions similar to my own diabetes conditionHere's my closing statement, from Ally's Deposit AgreementI'm sure MsSosin will remember referencing this section in an earlier "final response" as well.From the Ally Deposit Agreement: Closing An AccountWe have the right to close your Interest Checking account, Money Market Account, Online SavingsAccount, or IRA Online Savings Account at any time for any reasonWe may also close your CD orIRA CD at any time for any reason or at maturity without advance noticeIn addition, your accountwill be closed automatically if we do not receive your initial deposit of funds to (i) an InterestChecking account, Money Market Account, or Online Savings Account within thirty (30) days ofthe date on which your account is opened, (ii) a CD within sixty (60) days of the date on whichyour account is opened, or (iii) an IRA within ninety (90) days of the date on which your accountis opened.If your account has a balance when we close it, we will return the remaining funds to you, less anyapplicable penalty, unless prohibited by applicable lawIf you close your account and transactions that we cannot return unpaid (for example, a previouslyapproved/authorized point-of-sale debit card purchase or ATM transaction) are later presented against your account, you authorize us to re-open such account and apply the transactions thatwere authorized prior to account closureWe are not liable for any losses or damage that mayresult from dishonoring any items after your account has been closed.You should cancel any pending or future bill payments before you close your accountIf youraccount is overdrawn when we close it, you agree to pay immediately all amounts you owe us.You may close your CD or IRA CD at maturity without penaltyAny other closure of your CD or IRACD may be subject to an early withdrawal penalty, as described in Section I, Early Withdrawals, ofthis AgreementIRS penalties may apply to IRA CDsSee the Custodial Account Agreement andDisclosure Statement provided at the time of your online application and in your Welcome Kit Sincerely,Casey Benefield

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 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

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

[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

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

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,

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

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,

---------- 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]

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

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

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

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,

May 29, Dear [redacted] ***, Thank you for forwarding on May 22, 2015, [redacted] s’ complaint regarding his debit card.We sincerely apologize for any inconvenience we have may have caused [redacted] We are sympathetic to his experience and understand his concern.At Ally Bank, we take the security of our customers’ personal and account information very seriouslyWe are committed to making every attempt to protect our customersAs part of our commitment, we monitor debit card activity in order to prevent unauthorized activityIn the event a transaction is determined to be potentially unauthorized, we will make an attempt to reach our customer to verify the transactionIf we are unable to reach our customer, we may block the transactionTravel Notification is a valuable tool that assists us in fraud detection with mitigating fraud and protecting Ally and its’ customersPlacement of these notes allows the agents to see if the customer could have processed the transaction in question without necessarily contacting the customerIt does not however stop fraud monitoring of the customer’s account.We review transactions and create a score based upon three facets of a transaction: Customer - What is spending for the customer Merchant - What is a purchase for the merchant Heightened awareness - Are there any global fraud trends active in that area or with that transaction typeWe take all these assessments and create a three digit scoreThis score ranges from to with being confirmed fraud [redacted] ’ score is When a customer places travel notes, it helps to lower the score for the first item, customer normalThe other two criteria; however, are unaffectedCustomers may go to a bad terminal or to an area known for card skimmingIn these instances, we would grant the fraudsters full access to the customer’s balance had we stopped fraud monitoringWhile we make every effort to mitigate any inconvenience to our customers by blocking transactions, we are unable to make a guarantee that we will never block a transaction that [redacted] transacts with his debit cardOn May 15, 2015, a debit card transaction was declined due to an incorrect addressThe street number entered was [redacted] and the zip code was *** [redacted] street number is [redacted] and his zip code is *** [redacted] ’ suggestions regarding being contacted by a human being instead of the automated system and the results of our review have been forwarded to Ally Bank’s management teamThis information will be used to help improve customer service and efficiencyAgain, we apologize for any inconvenience that this experience may have caused [redacted] 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 [redacted] Executive Resolution Specialist