Ally Bank

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 meI appreciate their quick response Regards, [redacted] ***

Be aware before you open an account with AllyYou will not have the ability to deposit cashThis doesn't appear to be a problem, unless you overdrawBe aware that they will count each day you are overdrawn until you have brought the account up to statusNo big deal? Overdraw once, and by the time your other bank has transferred funds (a couple of days to a week) or your check has cleared (up to several days) you will be counted every day until the money hitsHow this will affect you: The next check you deposit (in my case, the entire amount of money we were going to be living on for the next month) will be held, without any notice, for five business daysIn my case, they are holding a check I just deposited yesterday for a full week (deposited on Wednesday, won't be released until the following Wednesday, because of the weekend.) This is a HUGE problem because that is all the money we have (I should have known better, but why would I have questioned itchecks have always cleared in at most two days...) and now my family, including my tiny infants, will not be able to buy groceries until next weekVery big dealI understand it's a ruleHowever, I also know that there are very few rules that cannot be changed in extreme circumstancesHad I been made aware (they are quick to send emails on any other variety of things!) I would have planned accordingly and this wouldn't have happened, however now that it has, I would think that a bank who portends to care for it's clients would have a bit of humanity to make sure that the client is taken care ofBottom line: Deal with a real person, who you can look in the eyesWhere you can still deposit cashThere is no substitute for real, face-to-face, customer serviceI am extremely disappointed, because, up until now I was completely pleased with my accounts at AllyShame on them

We are in receipt of your correspondence file # [redacted] dated November 10, 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

June 18, 2014Dear [redacted] Thank you for forwarding ** [redacted] complaint to our attention.We have thoroughly reviewed ** [redacted] complaint regarding his blocked access to online and mobile banking and the closure of his accounts.On June , 2014, at PM, ** [redacted] made an eCheck deposit for $2,Due to security concerns with the eCheck deposit, we placed a restriction on his account and blocked his online access** [redacted] spoke with our Contact Center later that day inquiring about his lack of access to his accounts and requested his accounts to be closedWe informed ** [redacted] he needed to speak with our Loss Prevention department and provided him with the phone numberOn June , 2014, we posted the eCheck deposit to ** [redacted] account and escalated for reviewWe placed an extended hold on the funds and emailed ** [redacted] a funds availability noticeThe notice stated that These deposited funds are subject to an extended hold because: We received notice that the check may be returned unpaidIf the check is not paid, we will notify you by mailIf the check you deposited is paid, we will refund any fees for overdrafts or returned checks that result solely from additional delays imposed by usTo receive a refund of these type fees, please call 877-247-ALLY (2559)We are available hours a day, days a weekLater that day ** [redacted] spoke with our Loss Prevention department; however, the specialist reviewing ** [redacted] accounts was not availableA short time later, the Loss Prevention specialist, called ***, but unfortunately she was unable to speak with him and left a voice mail message to inform him the eCheck deposit of $2,was under reviewOn June 12, 2014, the check for $2,was returned to us unpaid with the reason of refer to makerAs a result, we removed the funds from ** [redacted] account.Per ** [redacted] request, we have initiated the process of closing his accounts and a check for the balance in his Interest Checking Accounts (2), Money Market Account (1), and Certificate of Deposit (1) will be sent to his address on fileIn order to close his Individual Retirement Account (IRA), ** [redacted] will need to complete an IRA distribution form which was mailed on June 12, 2014, to his address on file.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, [redacted] , Monday through Friday, 8:am to 4:pm Eastern Standard Time.Sincerely,

We are in receipt of your correspondence case # [redacted] dated January 24, 2018, regarding the above referenced individual and/or accountAfter carefully reviewing the latest communication, Ally Bank believes that we appropriately and completely responded to the substance of it in our letters dated December and 28, 2017, and January 12, 2018, which were sent directly to the above referenced individualAccordingly, we closed our file on this matter on January 12, 2018.Due to privacy concerns, we are unable to provide you with any additional details in this matterIf we can be of further assistance, please contact us at Executive Customer Relations, [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time, and Saturday, 8:a.mto 5:p.mEastern Time

[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]

Good Afternoon,Please see the attached response We consider this matter closed.Sincerely,Michelle S*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

September 11, Dear [redacted] ***,Thank you for forwarding [redacted] ’s complaint regarding unauthorized account openings.We are sympathetic to [redacted] ’s experience and understand his concernAll four (4) of the accounts opened under [redacted] ’s name have been closed.The accounts in question were opened online on our ally.com website on August 17, 2014, using his 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.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 accounts for [redacted] .As part of our account opening process, a welcome kit is sent to the customer that includes a signature card printed with the full Social Security number of the accountholderThe Ally Bank Signature Card contains an Internal Revenue Service substitute W-Form (Certification of Taxpayer Identification Number)containing the customer’s complete Social Security number (or individual taxpayer identification number)The Internal Revenue Service requires that the complete Social Security number be displayed on the substitute W-formAccordingly, Ally Bank cannot by law redact or only display a portion of the Social Security number on this form.On August 18, 2014, we mailed [redacted] an Ally Bank welcome kit which listed the opened accountsThat same day, we restricted the accounts due to suspected fraudOn August 19, 2014, we mailed [redacted] a letter requesting that he contact usOn August 26, 2014, and August 27, 2014, [redacted] spoke with our Contact CenterIn the later call we informed him the accounts would be closed and provided tips on handling potential identity theft and fraudOn August 28, 2014, we closed all four (4) of the accountsThat same day we mailed a letter to [redacted] confirming the account closures.With regards to his request for the IP address, the FACTA (Fair and Accurate Credit Transactions Act) has a provision that gives identity theft victims the right to request copies of fraudulent account applications and transaction informationThe provision states:• The request needs to be in writing• The victim must supply proof of their identity• A police report must be provided• An Identity Theft Affidavit must be provided (our affidavit or FTC affidavit as stated in FACTA)• The name/identity of a federal, state, or local law enforcement agency to which we would also be providing the same informationIf ** [redacted] would like to proceed, please have him forward the above information to Ally Bank, [redacted] ***, [redacted] , PA ***ATTN: Loss Prevention.At Ally Bank we take everyone’s security seriously and are committed to educating consumers about protecting themselvesWe have included with this letter a document with tips on handling potential identity theft and fraud.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 Time.Sincerely,Michelle S Executive Resolution Specialist

We are in receipt of your correspondence case [redacted] dated March 2, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On March 16, 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] ***

[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 I would like to add that [redacted] was prompt and apologeticMy faith in this company and style of banking was renewed by my interaction with her Regards, [redacted] ***

On Aug. 2 we were informed that someone attempted to access our account. Our account was closed and our debit cards were deactivated. We were told by two different people that new debit cards would be expedited and we still have not received them. Of course we haven't had any access to our money because of this. Also, the answer to one of the security questions was changed and it was not explained to me that I needed to answer the question, what is your mothers maiden name with her middle name. This of course resulted in me not being able to get any information about the account for two weeks until my husband finally called while I was in the room so we could get some answers. This has been an absolute nightmare to deal with and we will be opening an account with a local bank once this issue is resolved.

[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 ***, and find that this resolution is satisfactory to me. Regards, *** ***

September 23, Dear *** ***,
Thank you for forwarding Ernest B Hammond’s complaint regarding his overdraft feesAs a one-time courtesy on September 18, 2015, we credited *** ***’s account $for the Overdraft Item Paid fee charged to his account on September
9, 2015.We have thoroughly reviewed the facts and circumstances surrounding *** ***’s overdraft feesOn September 9, 2015, *** *** had an opening balance of $An Automated Clearing House (“ACH”) debit posted to his account for $and overdrew his account which resulted in a $Overdraft Item Paid feeLater that same day, ACH credits for $and $posted to his account along with a Point of Sale (“POS”) debit of $1.03, which left his balance at a negative $On September 10, 2015, two ACH debits posted to his account totaling $Regardless of the $fee *** *** was charged on September 9, 2015, he would not have had sufficient funds for the ACH debits that posted to his account on September 10, With regard to the processing of *** ***’s items, the following is an excerpt from our Deposit Agreement pertaining to our Processing and Posting Policy, located in Section I on page of the Deposit Agreement dated December 7, 2013, which is available on ally.comWe generally post deposits and pay checks, post withdrawals and post other debit transactions to you account in the order in which we receive themIf you have any further question, 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

We are in receipt of your
correspondence case # *** dated July 22, 2016, regarding the above
referenced individual and/or account and welcome the opportunity to respond to
the stated concerns. On August 4, 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, ###-###-####, Monday through Friday, 8:a.mto
8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time

For all practical reasons, Ally bank is convenient and offers some decent servicesThey have a free interest bearing checking account that's nice, and ATM services that offers reimbursement for most ATM fees at a huge variety of locationsThere are no physical locations, which is nice, but can also have its pitfallsTransferring money into your account with no locations is no picnicOther than a direct bank to bank wire transfer (which normally carries a $15-$fee with the sending bank), there is no way to get money into you account quicklyYou have the option of doing a standard electronic bank transfer, which normally takes 2-business daysThey have a nice app for iPhone and Android that you can use to deposit a check by taking a photo, but be warned this is SLOWThey only credit you a small portion of the check this next business day, then can take in upwards of 5, yes business days to post the balanceIf the check it over $5000, it can take even longer, in excess of business daysBut, here is the reason that I am filing this complaintThe games they play on their fees and how they handle credits/debits should be illegalThey charge $per returned check for negative balances, which is typically standard, but here is where they get youIf you do a bank-to-bank transfer, they will take the funds from your bank immediately, then post them a couple of business days laterIf in that timeframe any debits come through against those funds, even though they are credited to your account and pending availability, they will reject the debit and charge you $Additionally, same goes for check depositsIf you deposit a check, it will show as credited to your account and pending by the next business dayBut, if any checks come in for payment, they will reject the check even though the funds are pending in the account and hit you for $Prior to coming to Ally I never had a single returned check, in a period of one week I had returned checks and $in returned fees, even though my account had a pending positive balanceEvery bank that I have used and use today other than Ally, won't kick back a check if there are funds pendingYou cannot draw against the pending funds in cash or debit card, but they won't send back the check knowing the funds are pendingThis is just common sense and good business practiceIn short, it's apparent Ally makes deposits slow and inconvenient as they know people are going to get hung up on debits coming in and not having the available funds to coverBe careful using Ally, they have some great tactics to nail you with overdraft fees!

We
are in receipt of your correspondence file # *** dated August 8, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns. On August 17,
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

December 12, 2014Dear *** ***,
Thank you for forwarding *** *** ***’s complaint regarding access to the funds in account ending in ***We have concerns that this may be an identity theft matterWe have thoroughly reviewed the details of the complaint, and the
following information will provide further clarification regarding the restriction on the account.We take the security of our customers’ funds very seriouslyOn November 7, 2014, an Interest Checking Account was opened under the name of *** ***The account was funded on November 21, 2014, with a Direct Deposit of $That same day, a *** transfer was requested to send the funds to another personThe transaction was unable to be completed due to the requestor failing to answer the security questions correctlyThe inability to answer the security questions correctly prompted an additional review of the accountDuring our additional review, we were unable to validate *** *** to the address providedOn November 25, 2014, a Loss Prevention Specialist spoke with an individual claiming to be *** *** and requested a copy of his driver’s license, a copy of a utility bill with the address and a copy of his Social Security cardWe provided our fax number, email address, and mailing address to which the individual could choose to send the requested documentationOn December 1, 2014, we sent to the email address on file a reminder email which again provided our email address to supply the documentationOn December 4, 2014, an individual claiming to be *** ***, spoke with our Loss Prevention Department and was provided with the email address, fax number and mailing address to send in the requested documentationTo date, we have not received the requested documentationUntil we are able to complete our security review and confirm the identity of *** ***, the account will remain restrictedThe funds in the account will be handled in accordance with the lawAny additional documentation or information can be sent via fax to ###-###-####, via email to [email protected] (attnMiles) or by mail to Ally Bank, P O Box ***, Horsham, PA 19044, Attn: Loss PreventionOur Loss Prevention Department can be reached directly at ###-###-####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 TimeSincerely,
Michelle S
Executive Resolution Specialist

December
31,
Dear *** ***:Thank you for forwarding *** ***’s complaint to our attention regarding a disputed
transaction and a restriction placed on her Interest Checking account. We have thoroughly reviewed the facts and
circumstances surrounding *** ***’s
complaint.On December 21, 2015, *** ** *** ***
electronically debited $from *** ***’s Interest Checking account
(“ICA”) ending in ***Her account did not have sufficient funds to cover the
transaction; however, we paid the transaction and an Overdraft Item Paid Fee
was assessedOn December 22, 2015, *** *** advised us
that she had not authorized the debit by *** ** *** ***During the
conversation, the Contact Center Associate opened Dispute number *** and
informed *** *** that a new account would need to be openedDue to
pending debits for mortgage and utility bills as well as her upcoming direct
deposit, *** *** did not want to close her existing ICAIn an attempt
to protect *** ***’s interests, the associate proceeded to restrict the
existing account from further debits and opened a new Interest Checking
account.We have reviewed this call and sincerely apologize
for the lack of service *** *** receivedHer experience is not typical of Ally Bank’s level of customer service
and does not meet the superior customer service we strive to achieve*** ***’s experience has been brought to the attention of our management
team, who will use the information to improve customer service and efficiency
The associate involved with this issue has been provided additional coaching.On December 23, 2015, *** *** contacted us
again and further clarified that her account had not been compromised because
she had provided authorization to Bank of America for automatic paymentsBased
on this information, *** *** withdrew the unauthorized transaction
dispute and the restriction was removed from her original ICA ending in ***On
that same date, the new account was closed per *** ***’s request and we
refunded the $Overdraft Item Paid fee. In her complaint, *** *** mentioned that she incurred six (6) late fees as a result of the
restrictionWe apologize for the inconvenience the restriction may have caused
*** *** and are willing to reimburse her account upon receipt of proof
of the feesWe are happy to assist *** *** with her dispute without restricting the accountI have attempted
to contact *** *** by email regarding this matter; however, as of
today’s date, I have not received a responsePlease have *** ***
contact me directly if she would like to submit a dispute, and I will initiate
the investigation and forward the necessary affidavit for her to sign and return it to us for
submission to Bank of America.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, Elizabeth R***
Executive Resolution Specialist
Ally Bank

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Complete intrusion of personal privacy-
This bank requires even more information than a traditional banking institution, which doesn't provide the customer with a whole lot of confidencePoor Customer Support-
Lack of competent customer support specialist, who do not know the process of opening the accountDidn't even get through the stage of opening an account with themCan't even imagine how it could be once you're an actual customerNot Recommended at all-