Ally Bank

May 29, 2015Dear *** ***,Thank you for forwarding on May 22, 2015, *** *** *** ***s’ complaint regarding his debit card.We sincerely apologize for any inconvenience we have may have caused *** ***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 transaction.Travel 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 customerMerchant - What is a purchase for the merchantHeightened awareness - Are there any global fraud trends active in that area or with that transaction type.We take all these assessments and create a three digit scoreThis score ranges from to with being confirmed fraud*** ***’ score is 802.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 monitoring.While 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 *** *** transacts with his debit cardOn May 15, 2015, a debit card transaction was declined due to an incorrect addressThe street number entered was *** and the zip code was *** *** street number is *** and his zip code is ***.*** ***’ 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 *** ***.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

Good Afternoon,
Please see the attached response, thank youSincerely,
Michelle S***, Executive Resolution Specialist

ally.comJanuary 23, 2015Revdex.com Ms*** *** JFK Boulevard, Suite Philadelphia, PA 19103Re: Case ***Dear Ms***,Thank you for forwarding Mr***’s response dated January 16, 2015, to our attention.We sincerely apologize for the misinformation provided to Mr*** in our letter dated January 15, Mr*** owes Ally Bank $The amount of $included the $overdraft item paid feePlease see the enclosed October 10, statement.On September 22, 2013, Mr***’s account balance was $On September 23, 2013, we debited Mr***’s account $for an electronic transaction from “*** Inst xfer”As there were not sufficient funds in the account, we charged him a $overdraft item paid fee, which left his account with a negative balance of $However, when we sent his account to collections, the $overdraft item paid fee was forgiven and we only asked for the amount of $78.86.On January 20, 2015, our collection service sent a letter directly to Mr***, informing him that debt collection has ceasedPlease see the enclosed copy of the letterMr*** can verify the removal from *** by ordering a report through ***.Once we have received and verified the payment of $from Mr***, we will send him a letter informing him the debt has been paid.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 S***
Executive Resolution SpecialistEnclosures: Bank Statement ending October 10, and Collection Service letter dated January 20,

See Attached:

September 23, 2015Dear *** ***,Thank you for forwarding Ernest B Hammond’s complaint regarding his overdraft fees.As 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 $12.44.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, 2015.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.com.We generally post deposits and pay checks, post withdrawals and post other debit transactions to you account in the order in which we receive them.If 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 Time.SincerelyMichelle S*Executive Resolution Specialist

Good Afternoon,
Please see the attached response thank youSincerely,
Michelle Sosin
Executive Resolution Specialist

We are in receipt of your correspondence file # *** dated February 14, 2018, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. On February 23, 2018, 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 Customer Relations, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time

July 22, 2015 Dear *** ***,Thank you for forwarding *** ***’s complaint regarding our customer service and an expedited shipping charge.We sincerely apologize that *** ***’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 *** ***’s complaintWe expedited *** ***’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 *** ***’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*** ***’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*Executive Resolution Specialist | Deposit OperationsP O Box *** MC: ***Horsham, PA ***T + ###-###-#### | F + ###-###-#### | [email protected]

We
are in receipt of your correspondence case # *** dated January 19, 2017,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns. On January 25, 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

March 11, Dear *** ***:
Thank you for forwarding *** * ***’ complaint to our attention regarding his request for reimbursement of fees associated with replacing a lost official checkWe have thoroughly reviewed the facts and circumstances regarding ***
***’ complaintWe empathize with *** ***’ concerns about the costs he incurred to replace the lost check, and credited $as a courtesy to his Interest Checking account ending in *** on March 3, 2016.An official check travels in commerce as the functional equivalent of cashIf banks were allowed to stop payment on their own official checks, individuals and merchants would no longer accept them in exchange for goods or servicesBecause payment cannot be stopped on official checks, the legislatures of all states have created laws to deal with lost, stolen, or destroyed official checks, which require an Affidavit of Declaration of Loss (“Affidavit”) to be signed in order to dishonor a lost official checkOn February 5, 2016, *** *** requested an official check for $5,200.00, which was mailed to the address on file on February 8, On February 9, 17, and 23, 2016, *** *** contacted our Customer Care Department regarding the status of the checkOn February 24, 2016, *** *** requested the Affidavit to be sent to his email address on fileOn February 26, 2016, an Affidavit was sent for the incorrect check informationOn February 29, 2016, the correct Affidavit was emailed to *** ***On March 3, 2016, we received the completed Affidavit and placed a request to dishonor the official check.On March 4, 2016, we sent official check *** for $5,through ***, tracking number ***, to *** ***’ address on file*** *** confirmed that he received the package on March 7, 2016.We sincerely apologize for the inconvenience and frustration this experience may have caused *** ***We thank you for bringing this to our attentionHis experience is not typical of Ally Bank’s level of customer service and does not meet the superior customer service we strive to achieve*** ***’ 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 coachingIf 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

We are in receipt of your correspondence case # *** dated
February 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/given directly to the above referenced individual on
March 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 the Executive Resolution Group, ***, Monday through Friday,
8:a.mto 8:p.mEastern Time, and Saturday, 8:a.mto 5:p.m
Eastern Time

From: Revdex.com of Metro Washington DC Date: Tue, Nov 1, at 12:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ----------
Forwarded message ----------From: *** *** Date: Tue, Nov 1, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com How do I close my complaint as resolved?

June 10, 2015Dear *** ***,
Thank you for forwarding *** *** ***’s complaint regarding his disputed Automated Teller Machine (“ATM”) transactionWe are sympathetic to his experience and understand his concernThroughout this process, Ally Bank complied with
Federal Regulation E in the timely handling of the disputed electronic transactionOn June 3, 2015, we credited ***’s account for $100.00.We have thoroughly reviewed the facts and circumstances regarding the handling of ***’s claim of nonreceipt of funds from his ATM transactionOn June 1, 2015, *** notified us that his account was debited for an ATM withdrawal of $100.00; however, he did not receive the fundsThat same day, we initiated an investigationOn June 3, 2015, we completed our investigation and credited ***’s account the $
On June 6, 2015, we sent *** a letter regarding the completion of the investigation.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 TimeSincerely,
Michelle S
Executive Resolution Specialist

May 21, 2015Dear *** ***,
Thank you for forwarding on May 13, 2015, *** *** ***’s complaint regarding how we process credit and debit transactionsWe are sympathetic to his experience and understand his concernBy opening and maintaining his account at Ally
Bank, *** *** agreed to the terms of the Ally Bank Deposit Agreement, effective December 7, One of the provisions of the Deposit Agreement (at the bottom of page 11) states the agreement between Ally Bank and *** *** as to the manner in which Ally Bank will post transactions to his accountIn essence, Ally Bank posts transactions in the order in which they are received by Ally BankIn the case of *** ***, the order in which the transactions were received and posted to his account correctly resulted in the imposition of the overdraft fee.The applicable provision of the Deposit Agreement states:
We will generally post deposits and pay checks, post withdrawals and post other debit transactions to your account in the order in which we receive themHowever, we reserve the right to post deposits and pay checks and other withdrawals you make from your account regardless of the method of withdrawal in any order we determineThis includes withdrawals made at an ATM or by computer, point-of-sale (POS) transactions, checks, pre-authorized payments and any other means we make available to youThe order in which you make transactions from your account may not be the same as the order in which we post those transactions to your account each business dayThe order in which we post your transactions may affect whether you incur fees for insufficient or unavailable fundsWe reserve the right to change our order of posting from time to time.We have thoroughly reviewed the facts and circumstances regarding the handling of *** ***’s account and have found that the posting of the transactions in question were posted in the order in which the transactions were received• On April 6, 2015, *** ***’s beginning balance was $An Automated Clearing House (“ACH”) debit in the amount of $posted to his account which resulted in his account having a negative balance of $Based on the negative balance, Ally Bank charged him a $overdraft feeLater that same day, a direct deposit for $was received and posted to his account which left the account with a positive balance of $Four (4) other debits then posted to his account which left the balance at the end of the day at a positive $• On May 11, 2015, *** ***’s beginning balance was $The first transaction received was an ACH debit in the amount of $which was posted to his account which left his account negative $No overdraft fee was charged because the overdraft was only $Ally Bank later that day received a direct deposit of $which it posted to his account, leaving the account with a positive balance of $Two (2) other debits then posted to his account which left the balance at the end of the day at a positive $We offer an Overdraft Transfer ServiceThe 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 me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:a.mto 4:p.mEastern Standard TimeSincerely,
Michelle SExecutive Resolution Specialist

We
are in receipt of your correspondence file # *** dated October 2, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns. On October 13,
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

March 31, 2016Dear *** ***:Thank you for forwarding *** ***’s complaint to our attention regarding the handling of his Online Savings Account (“OSA”) ending in ***.We have thoroughly reviewed the facts and circumstances regarding *** ***’s complaintUpon receipt of his concern,
reviews of the call recordings were conducted.According to our records, the last contact with *** *** occurred on August 14, On February 11, 2016, we mailed a letter to his address on file because the account had been placed into “dormant” statusFor your convenience, a copy of the letter is enclosed.During the dormant account process, three (3) letters are mailed systematically to a customer over a 90-day periodThe letter requests that the customer sign and return it to Ally Bank within days.In addition, all states have unclaimed personal property acts (commonly called "escheat laws") that require banks to turn over to the state the funds in bank accounts that have been "abandoned" by the account ownersUnder these laws, the general criteria for “abandonment” are the account has had no activity for a period of years and that the bank has had no contact with its customerThe dormant account process used by Ally Bank also serves the purpose of attempting to make contact with Ally Bank's customer so that the state escheat law criteria will not be met and Ally Bank will not be required to escheat its customer's funds.When *** *** spoke with our Customer Care Department on March 1, 2016, we asked for personal information to confirm his identityRegrettably, *** *** was not able to provide the information required to authenticate himselfAt Ally Bank, we take the security of our customers’ accounts very seriously; therefore, we placed a restriction on the account for security purposesThat same day, a Loss Prevention Specialist left a message for *** *** at the telephone number on file.On March 7, 2016, we received the signed copy of the aforementioned letter; however, due to fraud concerns, we were unable to update the account statusOn March 9, 2016, a Loss Prevention Specialist left a telephone message for *** *** and mailed the enclosed letter to the address on file requesting that *** *** contact us.On March 19, 2016, *** *** called our Loss Prevention Department and spoke with a specialist who attempted to verify *** ***’s identity by asking authenticating questions prior to discussing any information pertinent to *** ***’s accountWe empathize with *** ***’s concerns about the security of his information and regret if this experience did not meet his expectations.On March 21, 2016, after a Loss Prevention Supervisor authenticated *** ***, we removed the restriction and closed the account at *** ***’s requestOn March 22, 2016, we sent check ***for $60,to *** ***’s mailing address.We apologize for any frustration or inconvenience this experience may have caused *** ***While we found no mishandling of his account, a learning opportunity was identified for the specialist involved with this issueWe thank him for bringing this to our attentionHis 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 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

December 2, 2015Dear *** ***,Thank you for forwarding *** ***’s complaint regarding Ally Bank’s Bill Pay Service (“BPS”).We have thoroughly reviewed *** ***’s concernWe regret that the changes to Ally Bank’s BPS did not meet *** ***’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 *** ***’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 SExecutive Resolution SpecialistAlly Bank

February 26,
Dear ***:
Thank you for forwarding *** ***’ complaint to our attention
We have thoroughly reviewed the requested Automated Clearing House (“ACH”) transfer that *** made to her external **
*** accountBelow is a chronology of the events that transpired
• On February 9, 2014, *** requested a transfer for $via ally.com from her Ally Bank account ending in *** to her ** *** account to be delivered by February 12, At the time, the available balance in her Ally Bank account was $
• On February 10, 2014, before the funds for the transfer were removed from ***’ account, a debit card transaction for $posted to her account and decreased the available balance to $
• On February 11, 2014, the debit for the transfer attempted to post to her Ally Bank account and could not be processed as the account balance no longer had sufficient fundsHowever, the ACH credit to her ** *** account had already been sent
• On February 12, 2014, the ACH credit posted to ***’ ** *** account
• On February 13, 2014, the ACH credit was reversed from ***’ ** *** accountAt 4:a.mEST, an email alert was sent to ***’ email address on file advising that there was a problem with her transfer and her ability to transfer funds via ACH was temporarily suspendedLater that day, *** spoke with the Contact Center and was advised of a 3-business day turnaround time for her ACH transfer service to be restoredAs a result, *** requested her account be closedThe closure was processed, and the funds totaling $were sent via ACH to her ** *** account
Ally Bank’s Deposit Agreement effective December 7, 2013, in Section E on page 18, states the following regarding sufficient funds:
“You agree that you will have sufficient available funds in your Ally account to cover all outbound ACH transfers on the date scheduledIf your Ally account does not have sufficient available funds on the scheduled transfer date, we may elect not to initiate one or more of the scheduled transfers.”
Upon review Ally Bank found no errors in the handling of ***’ ACH transaction
Should you have additional questions or concerns, please call me at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:a.mto 5:p.m., EST
Sincerely,

Thank you for forwarding *** ***’s complaint regarding our decision to close his account. On August 12, 2015, Ally Bank notified Mr*** of our decision to close his accountHis account will be closed on September 11, 2015, in accordance with the terms and conditions set
forth in Section of the Ally Bank Deposit Agreement provided to him at the time his account was opened. The Ally Bank Deposit Agreement permits Ally Bank to close his account at any time for any reasonThe relevant language in the Ally Bank Deposit Agreement states: Section - Closing An Account: We have the right to close your Interest Checking account, Money Market Account, Online Savings Account, or IRA Online Savings Account at any time for any reasonWe may also close your CD or IRA CD at any time for any reason or at maturity without advance notice. If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:00 p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time. Sincerely, Michelle S*** 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***