Ally Bank

We are in receipt of your correspondence file [redacted] dated May 23, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On June 2, 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 [redacted] ***

While I understand the policy now, there was no indication that the hold may occur on the mobile site where I deposited the check

Thank youAll I wanted was for you to acknowledge the issue on your end and make it right by reimbursing me for the penalty chargedI should not have had to contact the Revdex.com, but your staff is SO obstinate about admitting culpabilityIt should never have needed to be escalated this far.I sincerely hope you can work out your website site issues - I have been a customer for several years and really didn't want to go through the hassle and time of moving all bill payments to another bankI did have to though, since I cannot afford to have missed payments and resulting penalty fees.Thank you again, [redacted]

We are in receipt of your correspondence file # [redacted] dated November 15, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On November 22, 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

Good Afternoon, Please see the attached response We consider this matter closedSincerely, Michelle S [redacted] Executive Resolution Specialist Thank you for forwarding Mr [redacted] s response dated August 31, 2015, to our attention.We have previously responded to [redacted] s complaint on April 8, 2015, to the Consumer Financial Protection BureauOn July 29, 2015, August 13, 2015, and August 26, to the Revdex.comAs such, we consider the matter closed.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

[Please note that you have me listed as "Mrs." - I am a "Mr."] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I understand that as a technical matter the bank is correct, since the deposit agreement is explicit, and therefore I accept the response and thank them for refunding the fee However, I continue to believe that this is a misleading and predatory business practice that is in place consciously for just this purpose of collecting fees from unsuspecting customers There is no other conceivable benefit for the bank in not making funds immediately available upon the arrival of the stated date rather than several nanoseconds later after the debits have posted Sincerely, [redacted]

June 24, Dear [redacted] ***, Thank you for forwarding [redacted] ’s complaint regarding an extended hold placed on his depositWe have thoroughly reviewed [redacted] ’s account and the hold which was placed on his eCheck deposit of $on June 12, When we placed the extended hold of five business days, we emailed him a funds availability noticeThe notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”On June 15, 2015, as a courtesy, we released the extended hold on the $deposit.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 paidWe 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 have determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when executed for repeat overdraftsSince January of 2015, there have been eight (8) occurrences where his account was overdrawn, or would have been overdrawn, if we had paid the itemsWe offer an Overdraft Transfer ServiceThis service links an Ally Money Market Account or Ally Online 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 Department, ###-###-####, 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

From: Revdex.com of Metro Washington DCDate: Mon, Jul 25, at 1:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org> ---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Mon, Jul 25, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com I am rejecting this response as the business never contacted meTheir response said a letter or phone call would be given, which I’ve received neitherBest,

[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:They did not respondIt was a non-response Regards, [redacted]

February 17, Dear [redacted] ***:Thank you for forwarding [redacted] ’ response dated February 8, 2016.After carefully reviewing the latest communication, Ally Bank believes that we appropriately and completely responded to the substance of it in our letters dated January 29, 2016, and February 5, Accordingly, we are closing our file on this matter.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, Elizabeth R [redacted] Executive Resolution Specialist, Ally Bank

July 22, Dear [redacted] ***,Thank you for forwarding [redacted] ***’s complaint regarding our customer service and an expedited shipping charge.We sincerely apologize that [redacted] ***’s customer service experience has not been at the level Ally Bank strives to achieve and maintainWe have thoroughly reviewed the facts and circumstances regarding [redacted] ***’s complaintWe expedited [redacted] ***’s debit card to him at no chargeHis debit card was delivered July 17, 2015, and he was able to use his debit card the same day.With regards to registering [redacted] ***’s external account, an external account may register immediately or may require test (trial) depositsTrial deposits are usually two small deposits, less than a dollar, and a withdrawal of the total amount of the two small depositsWe send the trial deposits to verify the owner of the external account.We thank you for bringing this to our attention [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 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 [redacted] Executive Resolution Specialist | Deposit Operations P O Box [redacted] MC: [redacted] Horsham, PA [redacted] T + ###-###-#### | F + ###-###-#### | [email protected]

We are in receipt of your correspondence case # [redacted] dated December 6, 2016, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns On December 16, 2016, 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, [redacted] , Monday through Friday, 8: a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time

[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: The sentence stating I must be notified of a hold within one day was not metIn both instances of a deposited check being held, I was notified two days laterFurthermore, I was never notified how long the hold was going to be in place on my accountI believe Ally Bank should be required to notify customers of a hold BEFORE the check is deposited to give them another option to deposit or cash the check elsewhereAlly Bank is using very deceptive tactics to trick their customers into depositing checks and holding their money without full disclosure Regards, [redacted]

I don’t see how to respond to the complaint on Revdex.com siteI did sent the response back to Ally bank but writing them is like writing to White House – useless, so it is pointless to continue the sagaThank you and sorry for getting you involved into it [redacted] Sent from Mail for [redacted] **

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

[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]

We have reviewed and addressed the concerns referenced in thecomplaintPlease 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

September 23, 2015Dear [redacted] ***,Thank you for forwarding [redacted] ***’ complaint regarding the handling of her bill payments.We are sympathetic to her experience and understand her concernAlly Bank complies with Regulation E, which allows customers to dispute electronic fund transfers that meet the definition of an error as defined under the regulationHowever, the bill payment to [redacted] was initiated and authorized by [redacted] and does not meet the error definition [redacted] ***’ indicated that she had forgotten about the scheduled bill payment when she made a second payment, via other means, directly to [redacted] ***She will need to contact [redacted] to request a refund of the second paymentAs a courtesy, we have refunded $in overdraft fees to [redacted] ***.We have thoroughly reviewed the facts and circumstances regarding her bill payment activity and have included copies of our Online Banking Services Agreement and our Deposit Agreement which were presented at account opening.The details of what occurred are as follows:• On August 26, 2015, [redacted] scheduled a bill payment for [redacted] in the amount of $5,with a scheduled delivery date of August 27, 2015.• On August 27, 2015, per [redacted] ***’ instructions, we sent the electronic bill payment for [redacted] in the amount of $5,889.24.• On August 28, 2015, when we attempted to debit [redacted] ***’ account for the $5,payment, there were not sufficient funds in her account and a $Overdraft Item Return fee was charged.• On August 30, 2015, we sent [redacted] an alert that there were not sufficient funds in her account and we would try to debit the payment in four business days.• On September 2, 2015, [redacted] contacted us via secure email regarding the $Overdraft Item Return fee and we agreed to refund her the fee as a courtesy which occurred on September 3, 2015.• On September 8, 2015, we debited [redacted] ***’ account for the $5,and charged her an Overdraft Item Paid fee of $We placed a hold for $5,on her account ending in as an offset for the $ -5,balance in her account ending in ***.• On September 9, 2015, check [redacted] was debited from [redacted] ***’ account ending in ***We paid the item and charged an Overdraft Item Paid fee of $25.00.• On September 10, 2015, an Automated Clearing House (“ACH”) debit posted to [redacted] ***’ account ending in ***We paid the item and charged an Overdraft Item Paid fee of $25.00• On September 11, 2015, as a courtesy, we refunded her $in overdraft fees which were the fees from September 8, and 10, 2015.The following are excerpts from our Online Banking Services Agreement pertaining to Bill Payments.How Bill Pay Works:• The date you enter for payment is the Scheduled Delivery Date on which Ally Bank will attempt delivery of the payment to the Payee.• Your Bill Pay Eligible Account must be in good standing and have sufficient available funds to cover the requested transfer amount on the Scheduled Deliver Date that you select.• Payments will be initiated prior to the Scheduled Delivery Date you selectPayments delivered electronically will be initiated one Business Day prior to the Scheduled Delivery Date; payments delivered via paper check will be initiated Business Days prior to the Scheduled Delivery DateYou will not be able to select a date as your payment’s Scheduled Delivery Date unless it allows for sufficient Business Days after payment initiation, as noted in the foregoing.• The payment amount will be debited from, or charged to the Bill Pay Eligible Account that you designate on the Scheduled Delivery Date you specifyIf the Scheduled Delivery Date falls on a non-Business Day, then the Scheduled Delivery Date will be the prior Business Day.• If you do not schedule a payment on or prior to your bill Due Date, or if your Bill Pay Eligible Account is not in good standing, you are fully responsible for all late fees, interest charges or other action taken by the Payee.Payment Authorization and Available Funds:• You authorize Ally Bank to withdraw, debit or charge the necessary funds from your Bill Pay Eligible Account in order to complete your requested bill paymentsYou also authorize Ally Bank to credit your Bill Pay Eligible Account for payments returned to Ally Bank by the U.SPostal Service, Payee, or any other third party.• For bill payments funded by Bill Pay Eligible Accounts, completion of a scheduled payment requires availability of sufficient funds on the Scheduled Delivery DateYou agree that you will initiate a bill payment only when a sufficient balance is or will be available in your Bill Pay Eligible Account at the time of withdrawal of funds.• If there are not enough funds available to complete the payment, we or our Vendor may either (a) complete the payment by advancing funds on your behalf or (b) refuse to complete the payment, without regard to whether we may have previously established a pattern of honoring or dishonoring such paymentsIn either case, we reserve the right to impose an overdraft fee paid or an overdraft returned item fee in accordance your applicable deposit agreementYou agree to pay any fees we may impose, which may vary depending on the action we takeAny negative balance on your Account, or the amount of any advance of funds, is immediately due and payable, unless we agree in writing, and you agree to reimburse us and our Vendor for any expenses incurred in recovering any monies due and owing, including reasonable attorney fees, expenses and any overdraft fee paid or overdraft returned item fees.• At our option, if there are insufficient funds in your Bill Pay Eligible Account on the Scheduled Delivery Date, we may, in our discretion, attempt to debit such payment on a later Business DayThis may result in additional overdraft fees or other expenses.• If our Vendor advances funds on your behalf to complete a payment for which there are not enough funds in your account, you will immediately owe repayment of the amount of the advance directly to our VendorEither we or our Vendor may contact you to notify you of the advance and your immediate obligation to repay it to the Vendor.• You agree to immediately repay the amount of any advance made by our Vendor on your behalf to complete a payment for which there are not enough funds in your account by following the instruction of Ally Bank or our VendorWe or our Vendor may instruct you to repay the advance by depositing adequate funds in your Bill Pay Eligible Account, in which case, we will transfer those funds to repay our Vendor on your behalfAlternatively, we or our Vendor may instruct you to make the required repayment directly to our Vendor.• Our Vendor is a third party beneficiary of your obligation to repay the amount of any advance made by the Vendor for the purpose of completing a payment.• Whether or not any advance is made or repaid, you are obligated directly to Ally Bank for the amount of our overdraft fees or other expenses in the event that your account does not have sufficient funds to complete a payment.Canceling Payments; Stop Payments; Refunds or Reversals• Once a payment has been made, you cannot use Bill Pay to request a refund, cancellation, correction, or reversal of the completed paymentIn such situations, you will need to contact the Payee’s customer service in order to request a refund, cancellation, correction, or reversal of a completed bill payment.The following is an excerpt from our Deposit Agreement effective December 7, on pages under the section Setoff and Security Interest Rights:We may take or set off funds in any or all of your accounts with us and with our parent, affiliates or subsidiaries for direct, indirect and acquired obligations that you owe us, our parent, affiliates and subsidiaries, including any balances as a result of not having sufficient funds available, regardless of the source of funds in an account....If you have any further questions or need assistance in the future, 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

February 27, Dear ** [redacted] : Thank you for forwarding ** [redacted] ***’ complaint regarding the overdraft debt and the direct deposit issue to our attention We have thoroughly reviewed the facts and circumstances regarding ** [redacted] *** ***’ concernsOutlined below is a chronology of events that led to the account closure • On November 21, 2013, ** [redacted] requested to close her account and open a new Interest Checking Account as her purse containing her checks and debit card was lost or stolen • On November 22, 2013, a new account letter including the full account number was mailed to ** [redacted] ***This letter and her full account number were also viewable online • On November 27, 2013, ** [redacted] received a direct deposit to her closed Interest Checking AccountThe deposit was returned on November 27, with a return reason of “account closed” • On December 23, 2013, ** [redacted] informed us she had expected a direct deposit from her employer into her new account on December 18, As the direct deposit was not in her account, we began the research to determine if we had received the deposit, and if so, why it had not been automatically posted to her account • On December 31, 2013, ** [redacted] informed us the direct deposit was returned and she had received a check from her employerThe direct deposit was not received in the new account due to the account number missing a digit • On January 6, 2014, a debit card purchase was paid causing ** [redacted] ***’ account to be overdrawn by $ • On January 15, 2014, a letter was mailed requesting that ** [redacted] resolve the overdraft or her account may be closed • On February 4, 2014, a second letter was mailed requesting that ** [redacted] resolve the overdraft or her account may be closed • On February 12, 2014, ** [redacted] spoke with a Contact Center Supervisor and was provided deposit options to resolve the overdraftDuring this call, ** [redacted] informed the supervisor that she had provided her employer with a blank check in order to establish direct deposit by March • On February 17, 2014, ** [redacted] spoke with a Contact Center Supervisor who informed her that the account would be closed the next day as the balance in the account had been negative since January 6, The supervisor also offered to provide her the information to mail a deposit to resolve the overdraft, but ** [redacted] declined the information • On February 18, 2014, her Interest Checking Account was closed We understand ** [redacted] ***’ frustration in regard to her employer establishing her direct deposit with the correct informationUnfortunately, we will be unable to waive the balance owed to Ally Bank** [redacted] can remit payment of the balance owed to Ally Bank, P.OBox 951, Horsham, PA Upon receipt of payment, ** [redacted] may apply for a new account If you have any further questions, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:a.mto 5:p.mEastern Standard Time Sincerely,

December 24, Dear [redacted] ***, Thank you for forwarding [redacted] ’s complaint regarding her Bill Payment stop payments [redacted] ’s confidence and trust are of fundamental importance to us, and we take her concerns very seriously.On December 19, 2014, as a courtesy, we credited [redacted] ’s account for the $non-sufficient fee charge she incurred with her Bill Payment PayeeWe will not be reimbursing [redacted] for the $non-sufficient funds fee charged to her Ally accountWe appreciate [redacted] ’s feedback and suggestions when placing a stop payment for a Bill PaymentOur Online Banking Service Agreement which was presented to [redacted] when she opened her account includes information regarding Bill Payment stop paymentsWe have included a copy with this responseWe have also included below an excerpt from it pertaining to stop paymentsCanceling Payments; Stop Payments; Refunds or Reversals • In order to cancel a Bill Payment, you must sign into Online Banking Service and follow the directions provided on the Bill Pay screens• A Bill Payment cannot be cancelled or edited after 12:p.mEastern Time on the fourth (4th) Business Day prior to the Scheduled Delivery Date• For Bill Payments that are made via paper check, a stop payment request may be submitted and we must have a reasonable period of time in which to act on such stop payment request• For a scheduled Bill Payment, you may place a stop payment request on the ‘Payment Details’ page in Bill Pay or contact us immediately at 877-247-ALLY (2559)You cannot stop payment on a scheduled bill payment within Business Days of the Scheduled Delivery Date• If we are successful in stopping a payment, it may take up to seven (7) Business Days for the funds to be credited to your Account• Once a payment has been made, you cannot use Bill Pay to request a refund, cancellation, correction, or reversal of the completed paymentIn such situations, you will need to contact the Payee’s customer service in order to request a refund, cancellation, correction, or reversal of a completed Bill Payment• We may be liable to you if we fail to stop a payment according to your order, so long as your order describes the payment with reasonable certainty, including all identifying information we require, and is received at a time and in a manner that affords us a reasonable opportunity to act on it before the payment is sent or is in processExcept as stated in this Agreement, any stop payment provisions of the agreement governing your Bill Pay Eligible Account that apply to checks will also apply to Bill PayExamples of such stop payment provisions include those listing the specific information we require to identify a payment, as well as the definition of “reasonable period of time.” With regards to [redacted] ’s concern regarding her two (2) Bill Pay stop payments, according to our records, the details of what occurred are as follows: • On Wednesday, November 5, at 4:am EST, [redacted] scheduled a Bill Payment for $to be delivered on November 12, 2014; we placed the $payment in the mailThat same day at 12:pm EST, an email alert was sent to [redacted] which stated her payment was on its way (please see exhibit A)• On Saturday, November 8, at 8:pm EST, [redacted] , placed a stop payment on the $Bill Pay• On Monday, November 10, at 11:am EST, two (2) email alerts were sent to [redacted] , one stated we stopped the $payment and other stated we were unable to complete the $payment(please see exhibit B and C) • On Friday, November 21, at 10:pm EST, [redacted] scheduled a Bill Payment for $to be delivered on December 1, • On Monday, November 24, at 2:pm EST, we placed the $payment in the mail• On Tuesday, November 25, at 6:am EST, [redacted] placed a stop payment for the $Bill PaymentThat same day at 11:am EST, we sent two (2) email alerts to [redacted] , one stated we stopped the $payment and other stated we were unable to complete the $payment(please see exhibit D and E) [redacted] ’s Bill Payments for $and $were never deducted from her Ally accountWith regard to [redacted] ’s $non-sufficient fund fee, on December 11, 2014, we returned her Check # [redacted] for $due to non-sufficient funds and charged her the $feeThere is no correlation between her Bill Pay concerns and her non-sufficient funds fee.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 TimeSincerely, Michelle S Executive Resolution Specialist