Ally Bank

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.SincerelyMichelle S*Executive Resolution Specialist

January 29, 2016Dear *** ***:I am writing in reference to your letter to the Consumer Financial Protection Bureau (“CFPB”), which was forwarded to us on January 11, 2016, regarding the loss of the official check from the closure of your Interest Checking account ending in ***.We sincerely
apologize that your customer service experience has not been at the level Ally Bank strives to achieve and maintain.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 check.We have thoroughly reviewed your concern regarding the official check issued in connection with the closure of your Interest Checking account.On November 24, 2015, you contacted our Customer Care Department regarding the following unauthorized ACH transactions that were debited from your account through *** and paid to *** ***:• October 5, $1,185.00.• November 4, $1,600.00.A dispute was filed on your behalfThe following day our Dispute Resolution Team initiated their investigationSubsequently, provisional credits of $1,and $1,were posted to your account on December 4, 2015.On December 10, 2015, Ally Bank closed your Interest Checking account based on our review of your account historyOn December 11, 2015, we mailed official check *** for $3,to the address on file, which you authorized during a December 9, phone call with our Loss Prevention Specialist.On December 15, 2015, you inquired about the status of the check, informed us the address to where it was sent was no longer valid, and provided us with a new addressWe requested documentation to verify the new address provided by you.Our Dispute Resolution Team researched the dispute and determined that the transactions were authorized and correctOn December 31, 2015, they concluded their investigation and mailed the enclosed letter to notify you of the results.The provisional credits of $1,and $1,were reversed from your account on January 11, 2016, bringing your account balance to -$2,It is our suggestion that you contact the recipient of the funds to work out a successful resolution to this matter.As of today’s date, we have not received the official check back as undeliverable; however, on January 25, 2016, we received the completed and notarized Affidavit, as well as proof of your addressOn January 28, 2016, we sent official check for $overnight through *** Tracking number *** to your new address on fileThe amount of $represents the difference between the original official check less the provisional credits that were reversed as described above.We thank you for bringing this to our attentionYour 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, 1-***, 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

Thank you for forwarding Hailey Hennessy’s complaint regarding excessive transaction fees and the closure of her Online Savings Account. We have thoroughly reviewed the circumstances relating to the excessive transaction fees and closing of *** *** Online Savings Account ending in
***. 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 mail letters each time an excessive transaction fee is incurred and our correspondence to our customers is also available online.Between July 10, and September 10, of 2015, we sent five (5) letters to *** *** letting her know that she had exceeded the transaction limits allowed on the account ending in *** and informing her of the fees charged.On August 16, 2015, we sent *** *** a letter notifying her that if the account exceeded the transaction limit again in a twelve month period the account would be closedOn September 8, 2015, *** *** exceeded the transaction limits on her accountOn September 11, 2015, we sent *** *** a letter informing her we would be closing her account on October 9, 2015.The aforementioned letters are enclosed for your convenience. 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 Specialist

We
are in receipt of your correspondence file # *** dated January 12, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns. On January 24,
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

Revdex.com of Metro Washington DC
4:PM (hours ago)
to me
---------- Forwarded message ----------
From: *** ***
Date: Mon, Jun 23, at 3:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC &
Eastern Pennsylvania in regards to your complaint #***
To: [email protected]
ALLY BANK HAS CONTACTED ME AND HAS CLOSED THE ACCOUNT SO THIS IS RESOLVED
GENE
*** * ***
***
PHONE ###-###-####
FAX ###-###-####
Revdex.com of Metro Washington DC
4:PM (hours ago)
to me
---------- Forwarded message ----------
From: *** Piazza
Date: Mon, Jun 23, at 3:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: [email protected]
ALLY BANK HAS CONTACTED ME AND HAS CLOSED THE ACCOUNT SO THIS IS RESOLVED
GENE
*** L Piazza***
PHONE ###-###-####
FAX ###-###-####
Revdex.com of Metro Washington DC
4:PM (hours ago)
to me
---------- Forwarded message ----------
From: *** Piazza
Date: Mon, Jun 23, at 3:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: [email protected]
ALLY BANK HAS CONTACTED ME AND HAS CLOSED THE ACCOUNT SO THIS IS RESOLVED
GENE
*** L Piazza***
PHONE ###-###-####
FAX ###-###-####
Revdex.com of Metro Washington DC
4:PM (hours ago)
to me
---------- Forwarded message ----------
From: *** Piazza
Date: Mon, Jun 23, at 3:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: [email protected]
ALLY BANK HAS CONTACTED ME AND HAS CLOSED THE ACCOUNT SO THIS IS RESOLVED
GENE
*** L Piazza***
PHONE ###-###-####
FAX ###-###-####
Revdex.com of Metro Washington DC
4:PM (hours ago)
to me
---------- Forwarded message ----------
From: *** Piazza
Date: Mon, Jun 23, at 3:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: [email protected]
ALLY BANK HAS CONTACTED ME AND HAS CLOSED THE ACCOUNT SO THIS IS RESOLVED
GENE
*** L Piazza***
PHONE ###-###-####
FAX ###-###-####

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

We are in receipt of your correspondence case # *** dated
December 19, 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 28, 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

Awful institution!! I don't even know how they stay in business (oh that's right their outrageous late fees and fraudulent practices) If i'm even one day late on my payment I get harassing phone calls to times a day They have officially lost a long time customer with this practice And I don't know how anyone can bank with them I've read most of these reviews and complaints and not a single positive thing about their banking side I wouldn't recommend this institution to anyone and I know of a few dealerships that are getting out business with them And if anyone is in the market for a new vehicle and the dealership does business with them DO NOT TAKE THE LOAN!

We are in receipt of your correspondence case # *** dated December 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 January 5, 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

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

No supplemental response is warranted and we are closing our file on this matterDue 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.mEastern Time

May 18, 2016Dear *** ***,Thank you for forwarding Ronald ACavalier’s complaint regarding the declination of his application for an Ally Bank account.We sincerely regret that *** ***’s customer service experience has not been at the level Ally Bank strives to achieve and maintain.We have
thoroughly reviewed the facts and circumstances surrounding *** ***’s concern.• On April 15, 2016, *** *** applied via allybank.com for an Online Savings AccountDue to a mistyped Social Security number, the application was unsuccessful.• On April 18, 2016, a declination letter was sent to *** ***, as the mistyped information prevented us from verifying his identity.• On April 23, 2016, *** *** spoke with our Contact Center; however, due to fraud/security precautions, we were unable to provide specific information regarding the declination of the applicationWe informed *** *** that he would receive information regarding the application.• On May 10, 2016, an Executive Resolution Specialist called *** *** and left a voice mail message requesting a call backLater that day, *** *** spoke with an Executive Resolution Specialist and was provided with the information that his Social Security number was mistyped and a new application would be needed to open an account.His 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 Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time.Sincerely,Michelle SExecutive Resolution Specialist

Monday, January 29, 3:PM Outgoing Message A new outgoing message was added by '***'From: *** To: ***@***.com Subject: Revdex.com Complaint #***
Status Dear ***, Thank you for contacting Ally InvestThis email is in response to your recent Revdex.com complaint concerning your new account promotionAfter reviewing your account I can confirm you did not use the correct promotional link and an exception has already been made to provide you with the free commission promotionAs a service gesture, I have issued a $cash refund in lieu the valid commission charges assessed to your accountThat should post to the account in 7-business daysPlease note this will be the final accommodation for your account regarding this promotionIf you have any other questions, please let me knowPlease feel free to contact us at anytime with any questions or comments you might have regarding your account or our websiteWe can be reached via this email address, through the “Live Chat” links on our website, or by phone at ###-###-####We are here for you 24/Sincerely, *** Manager, Executive Customer Relations Ally Invest PO Box ***, Charlotte, NC *** ###-###-####

We are in receipt of your correspondence case # *** dated
December 21, 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 28, 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

Thank you for forwarding *** ***’s complaint regarding our decision to close his account. 11px;">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

We turned in a cadillac escalade lease in sept and I have been getting bills from collection company that works with ALLY BANK for dollars regarding missing ear phones/dvd remoteI called them to let them know I found the ear phonesI returned the ear ear phones to the dealership and spoke with ed morse cadillac in tampa fl and have still been receiving calls from ally bank despite thisI find their customer reps very rude and not willing to assist and somewhat threatening.This is very disappointing considering we leased an expensive vehicle from them for years and paid around dollars over year periodI would like this issue resolved and refuse to pay this bill since these ear phones were turned in

August 22, Dear *** ***:
Thank you for forwarding *** *** *** ***’s complaint to our attentionWe have thoroughly reviewed *** ***’s complaint regarding his deposit and the availability of his fundsIn the past two months *** *** has had two deposited items
returned unpaid with the reason “refer to maker.”• On June 6, 2014, at 2:PM, *** *** 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• On June 12, 2014, the check for $2,was returned to us unpaid with the reason of “refer to maker”As a result, we removed the funds from *** ***’s account• On June 16, 2014, per *** ***’s request, we closed all of his accounts, except for his Roth Individual Retirement account (“IRA”)• On July 15, 2014, *** *** opened an Interest Checking account ending in *** via ally.com• On August 12, 2014, *** *** opened an Online Savings Account ending in *** via ally.comThat same day *** *** made an eCheck deposit into his account ending in *** for $2,• On August 13, 2014, *** *** contacted our Contact Center by Click to Chat inquiring about the availability of funds from the depositAt the time of the Click to Chat, *** *** was informed that $from the deposit was available for his useLater that day, due to security concerns with the eCheck deposit, we placed a restriction on his account• On August 14, 2014, *** *** contacted our Contact Center by Click to Chat regarding his inability to transfer funds*** *** was informed that his account was under review and that he needed to speak with our Loss Prevention DepartmentThat same day, the check for $2,was returned to us unpaid with the reason of “refer to maker”As a result, we removed the funds from *** ***’s account and charged him a deposited item return fee of $When *** *** spoke with a Loss Prevention Specialist, he was informed we would be closing all of his accounts• On August 15, 2014, we returned unpaid, an item presented for payment for $• On August 18, 2014, we returned unpaid an item presented for payment for $and we closed all of *** ***’s accounts including his IRA accountWe sent *** *** a letter which included two checksCheck for $which was the balance in his account ending in *** and check for $which was the balance in his IRA*** *** may wish to consult a tax professional regarding his Roth IRA PlanHis account ending in *** had a zero balanceIf 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 TimeSincerely,Michelle S
Executive Resolution Specialist

July 3, 2014Dear *** ***,Thank you for forwarding *** ***’s complaint regarding a stop payment to our attention.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by *** ***.• On January 19, 2014, *** *** spoke with our
Contact Center and requested a stop payment on check for $We placed the stop payment and waived the stop payment fee.• On January 20, 2014, a stop payment confirmation notice was sent to the customer’s address on file.• On January 21, 2014, check for $was presented and paid from *** ***’s account ending in ***.• Between January and January 30, 2014, *** *** spoke with us several timesWe explained to *** *** that we had reviewed the call from January 19, 2014, regarding her stop payment request and found that we took the appropriate steps.• On July 1, 2014, we again reviewed the call from January 19, 2014, and came to the same conclusionWe also reviewed the outbound call we made on January 21, 2014, and while we spoke to the joint owner, we were trying to get in touch with *** *** specifically.The computer system used by Ally Bank uses the check number of the check to be stopped as the means to identify the checkThis requirement is contained in Section of the Ally Bank Deposit Agreement dated December 7, (Page 12)The relevant wording is as follows:Our computer system identifies checks to be stopped by the check number or by a check number rangeTherefore, in the case of a check, you must provide us with the exact check number or the exact number range (to the digit)If the information you provide is not precisely correct as described, payment will not be stopped and we will not be liable.Since the check number provided was not correct, the check when it was presented for payment was not “flagged” by the Ally Bank computer system as a “suspect check” for further examination by Ally Bank personnelAccordingly, no Ally Bank employee would see that the other information (the check amount and payee) matched the stop payment request.Ally Bank regrets the payment of the checkHowever, Ally Bank does provide its customers with our Deposit Agreement which discloses the need for precise accuracy of the check number; Ally Bank cannot accept any liability for the payment of the check.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,Michelle S*** Executive Resolution Specialist

We are in receipt of your correspondence case # *** dated
September 21, 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
September 29, 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 *** *** *** ***, Monday through Friday,
8:a.mto 8:p.mEastern Time, and Saturday, 8:a.mto 5:p.m
Eastern Time

We are in receipt of your correspondence case # *** dated February 8, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concernsOn February 16, 2017, a detailed response has been emailed and mailed to the above referenced
individualDue 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, 1-***, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time