Ally Bank

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

December 17, 2015Dear [redacted] ***,Thank you for forwarding [redacted] ***’s complaint regarding excessive transaction fees charged to his Money Market Account ending in ***.We have thoroughly reviewed the facts and circumstances pertaining to the fee-related concerns expressed by [redacted] ***.Federal law imposes a limit of six (6) transfers and/or withdrawals per statement cycleThis limitation does not apply to withdrawals and transfers made by mail or at an ATMIf more than the six (6) withdrawals and transfers per statement cycle are made, we charge a $excessive transaction fee for each transaction that goes over the limitIn addition, if the transaction limit is exceeded on more than an occasional basis, we may close the accountThis information is available in our Deposit Agreement and on our website at Ally.com.To further assist our customers, we display the specific number of allowed transactions remaining in the statement cycle when viewing the account onlineWe also notify our customers each time an excessive transaction fee is incurred [redacted] has opted to receive his correspondence online.Between November and December 2, 2015, we sent ten (10) notifications to [redacted] letting him know that the transaction limit had been exceeded times on the account ending in [redacted] and informing him of the fees chargedOne of the notification notices and the letters are enclosed for his convenience.On November 30, 2015, we spoke with [redacted] and confirmed the transactions that created the excessive transaction fees were authorized [redacted] requested the excessive transaction fees be reimbursedWe empathize with [redacted] and on December 1, 2015, an Executive Resolution Specialist spoke with him and agreed to waive half of the excessive transactions fees he was assessedOn December 2, 2015, we credited [redacted] ***’s account for $However, as we have acted in accordance with our Deposit Agreement effective December 7, 2013, we decline to waive the remainder of the excessive transaction fees[redacted] may want to consider our Interest Checking account, there's no limit on the number of transactions he can makeHe will also get the convenience of our online bill pay service for freeAnd as his checking balance grows, he could earn a higher interest rateThis account allows him to make deposits by check, Automated Clearing House (ACH) transfer, transfer from another Ally deposit account or wire transfer [redacted] can make withdrawals by debit card through ATMs and cash back at retail locations, ACH transfer and wire transfer or through unlimited check writingDebit cards and checks that are ordered will not be issued until we receive and verify his first deposit[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, [redacted] , Monday through Friday 8:am to 4:pm Eastern Time.Sincerely, Michelle S***, Executive Resolution Specialist

October 9, 2014Dear [redacted] ***, Thank you for forwarding [redacted] ***’s complaint regarding his account and access to fundsWe have thoroughly investigated the activity on [redacted] ***’s accountPlease see the following for details of our investigation:• On Wednesday, July 20, 2014, [redacted] opened a Money Market Savings account ending in through ally.com• On Saturday, September 13, 2014, [redacted] submitted an eCheck deposit of a United States Treasury check in the amount of $2,• On Monday, September 15, 2014, an additional review of the deposit was conducted to determine the validity of the checkThat 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, [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 closedFor additional information, [redacted] should contact the U.STreasury 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 S Executive Resolution SpecialistMichelle S

[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: [redacted] I am rejecting this response because: I had significant financial damages due to not having my funds availableit took about weeks to have my fundsi had to change my cpa appointments several times due to not having the I expect financial compensation from the company fact of the matter is that this is not the first time this happened to me with ally bankthe internet is full of complaints of similar naturewitholdng information and my funds is a criminal actthe attorney general has the complaint so does the fdic Regards, [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

December 2, Dear [redacted] ***, Thank you for forwarding [redacted] ’s complaint regarding Ally Bank’s Bill Pay Service (“BPS”)We have thoroughly reviewed [redacted] ’s concernWe regret that the changes to Ally Bank’s BPS did not meet [redacted] ’s expectations.On November 7, 2015, we made changes to our BPSWe informed our customers that use of the new BPS after November 7, 2015, would evidence their agreement to the terms of the new serviceFor convenience purposes, we have enclosed Ally Bank’s Online Banking Services Agreement, which includes the changes to the BPSOne of the changes in our BPS included the right to select the method by which to remit funds on our customers’ behalf through the service We value [redacted] ’s relationship and sincerely hope that we will be able to continue our banking relationship with him.If you have any further questions, please feel free to contact the Executive Resolution Department, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday 8:a.mto 5:p.mEastern Time Sincerely,Michelle S 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I like that it was removed from my ***system report, but when I was on the phone, I was told I owed $on the phone (in which the representative also told me to make out a check to my self in that amount before I hung up because I was told different things), in makes the amount of $clearly invalidI still do not feel it is right that I am being liable for an unauthorized charge, as [redacted] themselves referred me to my bank regarding this matterIf it is truly removed my ***report, could you mail me a confirmation, and also confirm it is not in collections (as it states in the resolution) because I do not want to pay Ally bank then a collection agency then harrass me about an unpaid debt from Ally bank (even though I never got such a call since collection attempts have stop in 'after I called in)If I do pay this, I do want a confirmation stating that it have been paid in full (after I find out which one I owe since I am now told two prices) Regards, [redacted] ***

Thank you for forwarding [redacted] ’s complaint regarding his recent account applicationWe sincerely apologize that Mr [redacted] ’s customer service experience has not been at the level Ally Bank strives to achieve and maintainIn order to complete our review process for his application, we need either the Confirmation Notification Letter (“CNL”) from the United States Postal Service (“USPS”) or a utility billA list of acceptable bills is provided belowAlly Bank complies with the federal Customer Identification Program (“CIP”) requirements, adopted pursuant to Section 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 customerIn other words, Ally Bank must conclude that the applicants are who they say they areHowever, Ally Bank is an online bank and therefore we cannot verify the identity of new customers by viewing documents (such as a driver’s license or a passport) provided in a face-to-face account opening processInstead, Ally Bank uses the identity information provided by new customers and compares that information to the information about the person contained in certain commercially available databases (such as credit bureaus)Identity information includes the person’s date of birth, Social Security or Taxpayer Identification Number, street address and other informationIf the information provided cannot be confirmed in these electronic databases, Ally Bank requests additional informationAlly Bank uses an automated process to review and make decisions on each applicationDuring the review of Mr [redacted] ’s application, we were unable to sufficiently verify his identityWe have thoroughly reviewed the facts and circumstances surrounding Mr [redacted] ’s concernOn April 7, 2016, we received his application for an Interest Checking and Online Savings AccountWe could not verify his identity and requested additional documentationThe information we received was insufficient to complete our reviewRegrettably, when Mr [redacted] [redacted] spoke with our Customer Care Department on April 18, 2016, we did not clarify the issue with the documentationWe requested the CNL which would have been mailed by the USPS to Mr [redacted] ’s new addressWhat we received was a print out of an online screen from USPSOn April 25, 2016, an Executive Resolution Specialist called Mr [redacted] and left him a voice mail message and also emailed him regarding the information we require to complete our review processIn part, the email informed Mr [redacted] to supply the CNLMr [redacted] responded that he would not be receiving a CNL as he did the address change onlineAdditionally, in our email to Mr [redacted] we advised if the CNL was unavailable we would accept the following: Utility Bill: MUST be one of the following and cannot be more than months old - Cable - Water - Electric - Gas - Trash/Waste Collection - Internet Bill - Phone Bill – is only acceptable IF the phone number on the bill matches the phone number on the application - Vehicle Title - Bank Statement The documentation can be delivered to Ally either by fax to ###-###-####, or unsecure email to [redacted] , or by regular mail to *** [redacted] Horsham, PA This documentation should be submitted as soon as possible since the account application will become inactive days from the time it was submittedWhen providing the information, Mr [redacted] [redacted] should include his name and case # [redacted] We sincerely apologize for the miscommunication Mr [redacted] receivedMr [redacted] ’s experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiencyWe have provided feedback to the associates involved with this issueIf 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 TimeSincerely, Michelle S*** Executive Resolution Specialist

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

[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.] Revdex.com: 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] ***

[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: [redacted] I am rejecting this response because I still did not get a reply on why none of the or excessive withdraw letters showed up on my mailboxIt needs to be investigated because I received none of these lettersThat is one of the reasons why I believe I should not be charged that many excessive fees if just one of the first few letters would arrived at my mailbox The other letter that was drafted on 12/17/regarding unauthorized withdraw I did receive on 12/26/It was sent out on 12/22/according to post office stamp date That was the only letter that I receivedRegards, [redacted] ***

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me issue was eventually resolved by Ally bank Regards, [redacted] ***

Their customer service is horrendous Be aware that when you try to call and resolve an issue, they sound very rehearsed and automated Don't get me wrong, they are polite and friendly, but not helpful whatsoever, and definitely hard to understand Trying to get them to release a license plate to another leasing company is awful There is a 24-hr process time, and currently, we are on day waiting for this fax I have been without a car for days and they don't seem to have any desire to resolve this issue The frustrating part is that we cannot get an answer as to why it is taking longer than hrs to process our request, just that it takes 24-48hrs to process, even though we're past that timeline now I will not be recommending this company to anyone

We are in receipt of your correspondence case # [redacted] dated November 30, 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/given directly to the above referenced individual on December 8, 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

July 3, Dear ***: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,and the balance in his Online Savings Account ending in [redacted] was $166.22.• On June 25, 2014, ** [redacted] transferred $4,from his account ending in [redacted] to his account ending in *** [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,We asked ** [redacted] to confirm the information and agree to the $feeAt 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,had already been presented for paymentThe decision to pay the check is explained in the Overdraft Transactions section on page of our Deposit AgreementWe placed a hold for $3,on his account ending in [redacted] as an offset for the $ -3,balance in his account ending in ***, which included a $fee for Overdraft Item PaidThe available balance in his account ending in [redacted] was $757.66.• On June 27, 2014, ** [redacted] contacted our Contact Center several times regarding the holdUnfortunately, 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] requested the Overdraft Item Paid fee $be reimbursedWe completed both his requestsThe balance in his account ending in [redacted] is $758.06.Again, we apologize for the lack of information ** [redacted] receivedWe thank him for bringing this to our attentionHis experience is not typical of Ally Bank’s level of customer service and does not meet the customer service we strive to achieveHis 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 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:am to 4:pm Eastern Standard Time.Sincerely,

November 11, 2015Dear [redacted] ***,Thank you for forwarding [redacted] ’s complaint regarding our bill pay service.We sincerely apologize that [redacted] ’s customer experience has not been at the level Ally Bank strives to achieve and maintainOur Bill Pay technical team did not provide a timely response to his issues.A new bill pay system was implemented on November 7, One of the enhancements has to do with our eBill serviceInstead of our customers having to provide a user ID and password, the bill pay vendor will work directly with the biller, if eBill is available, to receive a Portable Document Format (“PDF”) which will be displayed to our customersFor our customers who have eBills in our current Bill Pay, their payees will convert to our new system, but those customers, including [redacted] , will need to set up eBills againThe process is simple, and we sent [redacted] an email notification on November 9, 2015, that he can log in to set them up in the new system.We value [redacted] ’s relationship and sincerely hope that we will be able to continue and enhance our banking relationshipWe thank him for bringing this to our attentionWe found no violation with our Deposit Agreement effective December 7, 2013, or with our Online Banking Services AgreementThe results of our review have been forwarded to Ally Bank’s management team.If 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 Time.Sincerely,Michelle S.Executive Resolution Specialist

May 29, 2015Dear [redacted] ***,Thank you for forwarding on May 21, 2015, [redacted] ***’s complaint regarding his debit card transaction of $287.21.We sincerely apologize that [redacted] ***’s customer service experience has not been at the level Ally Bank strives to achieve and maintainWe are sympathetic to his experience and understand his concernOn May 22, 2015, we provided [redacted] with temporary credit of $ We have thoroughly reviewed the facts and circumstances regarding [redacted] ***’s concernsAs [redacted] stated in his complaint, he has a monthly debit card transaction deducted from his account early each month in the amount of $The debit card transaction for $for May 2015, was not debited from his account until May 18, 2015, which left his account in a negative statusOn May 22, 2015, an Executive Resolution Specialist spoke with [redacted] and informed him we were providing him with a temporary credit until his next direct deposit posted to his account.In order to avoid this issue in the future, [redacted] may want to consider deducting the scheduled payment after the date of his direct depositThe results of our review have been forwarded to Ally Bank’s management teamThis information will be used to help improve customer service and efficiencyWe 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 SExecutive Resolution Specialist

September 2, 2015Dear [redacted] ***,Thank you for forwarding [redacted] ’s complaint regarding an extended hold placed on his deposit.We have thoroughly reviewed [redacted] ’s account and the hold which was placed on his eCheck deposit of $on August 24, When we placed the extended hold of five business days, we emailed him on August 24, 2015, a funds availability noticeThe notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”On August 26, 2015, as a courtesy, we released the hold on [redacted] ’s deposit of $The extended hold applied is consistent with our Funds Availability Policy, located in Section IV on page 28, 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.We have reviewed our processes and the extended hold applied to [redacted] ’s deposit to verify Ally Bank’s compliance with Regulation CCAs a result of our research, we determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when executed for repeat overdraftsSince July of 2015, there have been four (4) occurrences that included eleven (11) days where his account was overdrawn, or would have been overdrawn, if we had paid additional itemsIf his account has no further overdrafts, the extended hold for check deposits will expire on February 12, [redacted] may want to consider our Overdraft Transfer Service that we offer to our customersThe service links an Ally Money Market Account or AllyOnline Savings Account to an Ally Interest Checking account to transfer funds in increments of $throughout the day, if necessary, when there are not sufficient funds in the Interest Checking account to pay transactionsAdditional information can be found online at ally.com, by calling us at ###-###-####, and in our Deposit Agreement, dated December 7, 2013, on page 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 Executive Resolution Specialist

We consider this matter closed If you have any further questions, please feel free to contact me directlySincerely, Michelle S [redacted] Executive Resolution Specialist Ally Bank

We are in receipt of your correspondence file # [redacted] dated August 31, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On September 6, 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