Ally Bank

Thank you for forwarding *** *** complaint regarding her account review and the closure of her Interest Checking Account. We sincerely apologize that *** *** 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 her concernAt Ally Bank, we take the security of our customers’ accounts very seriouslyWe are committed to making every attempt to protect our customersAs part of our commitment, we monitor changes in personal information and deposits on newly opened and existing accountsThe recent deposit of a $3,personal check prompted an additional review of *** *** accounts. During this review we determined that the account was being used for business purposesWhile we apologize for any inconvenience the closure of *** *** account may cause, we do not offer accounts for business useThis is disclosed on Page of our Deposit Agreement, effective December 7, I have provided the pertinent section of the Agreement below: Additional Rules for Account Ownership: Accounts are only available to fiduciaries and to consumers for personal, family and household purposesAlly Bank does not offer business accountsYou may not use an Ally account for business purposes. On October 26, 2015, we closed *** *** account and issued check number *** in the amount of $This check was sent to the address we have on file via *** *** ***The tracking number for this shipment is ***. If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time.Sincerely,Michelle S*** Executive Resolution Specialist

From: Revdex.com of Metro Washington DCDate: Fri, Jul 15, at 8:AMSubject: 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: Thu, Jul 14, at 10: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 They have now closed out my accountplease close out my complainti cant find a way to close it outthank you *** ***

We are in receipt of your correspondence file # *** dated August 23, 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concernsOn August 31, 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, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time

March 11, 2016Dear *** ***:Thank you for forwarding *** * ***’ complaint to our attention regarding his request for reimbursement of fees associated with replacing a lost official check.We 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 check.On 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 file.On 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 coaching.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,

[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: ***
I am rejecting this response because: you have not fixed anything and you are just wasting everyone’s time You have admitted that your employees were not informed of the *** *** transactionsThat is it No sympathy at all You do not have understand or
Obviously do not care what happens to the people that you rbank has destroyed I will not ever end this until you take the charges off me and admit to your wrong doing nothing taking someone else side .
Regards,
*** ***

January 29, Dear *** ***: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,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, 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 SpecialistOn 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 TimeSincerely,
Elizabeth R***
Executive Resolution Specialist

"Times New Roman";">We want you to know
that we take *** ***’s complaint very seriously. We have reviewed and addressed the concerns
referenced in the complaintPlease refer to the attachment for our response
If you have any further questions, please feel free to contact me directly
Sincerely,
Michelle S***
Executive Resolution Specialist
Ally Bank

October 16, 2014Dear *** ***,Thank you for forwarding *** ***’s complaint regarding the handling of her compromised account.We sincerely apologize to *** *** for when she contacted our Contact Center on July 9, 2014, she was not given all the pertinent information
regarding our policy of closing compromised accounts.On July 9, 2014, *** *** advised Ally via Secure Messaging, that there was a strong possibility that her account may have been compromisedFor the protection of our customers’ funds we do require a new account to be opened to prevent any further fraudulent activity and the compromised account has to be closedTypically, we allow the compromised account to remain open for days to allow our customers time to transfer their direct deposits and debits from the compromised account to the new accountHowever, an exception was provided by our Loss Prevention Manager to allow the compromised account to stay open until early SeptemberWe did advise *** *** on multiple occasions that her account would be closed and to switch her direct deposits to the new accountOn September 8, 2014, the compromised account was closed and all funds were transferred to *** ***’s new account numberOn September 15, 2014, an incoming direct deposit from *** *** PAYROLL to *** ***’s compromised account was identified and routed to *** ***’s new accountA letter was sent on September 17, by our Executive Resolution team instructing *** *** to switch her direct deposit to her new account as soon as possible to prevent any delay in accessing her fundsUnfortunately, the direct deposit credits continued to come with the compromised account numberWe did return items in the amount $and $on September 22, 2014, and October 2, 2014, respectivelyOn October 3, 2014, *** *** requested the new account to be closedOn October 4, 2014, we closed *** ***’s account and on October 5, we mailed her a check for $We sincerely apologize for the incomplete information *** *** received regarding her compromised accountWe thank her for bringing this to our attentionHer 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 efficiencyIf you have any further questions or need assistance with your future transactions, 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 have banked with ally for years we called in over the weekend because my wife lost her card linked to checking we ask please cancel the card and mail us new card simple request right?NOOOOwe have had this happen before no issue well next day I cant use my card? yall blocked both cards yall said account was reported stolen?? called monday spent hour on the phone yall said ok we are good well next thing I know I have a voicemail call us asap so called back said we are good next thing I know merchants are telling me auto drafts are getting declined??? today my wife calls back still no resolution I need you to contact me asap and get this resolved we have no access to our money and nobosy at customer service seems to know whats going onPlease also comp me $for my time I shouldnt be spending hours calling around for a simple request to cancel and reissue a cardwe had no fraud charges we did not report the card stolen why did you lock both our accounts for days??

All ACH deposits have a business hold before the funds can be released to the originating bank account as part of ourFunds Availability PolicyIt’s accurate that this policy is in place as an effort to satisfy industry Anti-Money Launderingrequirements as well as for risk management purposesIn
addition, you had agreed to this policy when completing theCustomer Agreement at the time of account openingYou may view the full policy disclosure via the following link:*** In this situation, we have shortened the required hold to six business days as an exception to our policyThis is theabsolute minimum we can allow for funds to be released from an account and this has been extended to you as a servicegesturePlease note that your withdrawal request has been submitted and you can expect the cash to be sent from yourbrokerage account on 05/16/Your request to close your account pending this withdrawal has also been submittedfor processing. If you would like to discuss this matter further or have any additional questions, comments, or concerns, please feel freeto contact myself directly at *** *** *** Regards,Sean B***

We have reviewed and
addressed the concerns referenced in the complaintPlease refer to the
attached for our responseIf you have any further questions, please feel free
to contact me directlySincerely, 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 meI or anyone in my family will not banking with Ally Bank in the future due to their decisionAs I've stated previously, I don't have an issue with their decision, however a bank doesn't just decide to close accounts without a valid reasonIt's particularly this that I find very unprofessional and unbecoming of a bank I'd like to do business withI've already instructed Ally Bank to close my account as of today
Regards,
*** ***

November 6, Dear *** ***,Thank you for forwarding Briana Bell’s complaint regarding an
unsuccessful stop payment.We sincerely apologize to *** *** for the misinformation she received regarding stopping an Electronic Funds Transfer (“EFT”) debitOn October 27, 2014, we reimbursed her for the stop payment fee of $On October 31, 2014, we reimbursed her for two (2) overdraft item return fees each for $We are willing to reimburse *** *** for a late fee associated with the item from *** *** Bank for $that was returned on October 27, with proof of the fee.On October 23, 2014, when *** *** spoke with our Contact Center, she was incorrectly informed that the stop payment being placed for “*** *** ***” would stop all items from that payeeFurther, she was not informed that the exact dollar amount was needed in order to place the stop paymentThis information can be found in our Deposit Agreement dated December 7, 2013, Item 16, bottom of page 12, “....The system identifies EFTs by dollar amount onlyIn the case of an EFT, you must provide us with the exact dollar amount of the transfer (to the penny)If the information you provide is not precisely correct as described, payment will not be stopped and we will not be liableAll other information concerning the check or EFT (such as payee name and the date) must be reasonably accurate......”Again, we sincerely apologize to *** *** for the misinformation she receivedWe thank her for bringing this to our attention*** *** may email the proof of the late fee for *** *** Bank to [email protected] or fax to ###-###-####, attention MichelleHer 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 efficiencyThe associate involved with this issue has been provided additional coaching.If you have any further questions or need assistance with your future transactions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:am to 4:pm Eastern Time.Sincerely,Michelle SExecutive Resolution Specialist

We are in receipt of your
correspondence case # *** dated July 8, 2016, regarding the above
referenced individual and/or account and welcome the opportunity to respond to
the stated concerns. Please be assured
that we are working to resolve this matter as quickly as
possible. A detailed response will be communicated
directly to the above referenced individual by way of telephone or letter. 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

February 19, 2016Dear *** ***,Thank you for forwarding *** *** ** ***’ response dated February 12, 2016.*** *** agreed to the terms of our deposit agreement when he opened his accountWe value *** ***’ relationship and thank him for his feedback*** ***’ experience and recommendation have been brought to the attention of our management team.If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time.Sincerely, Michelle S*** Executive Resolution Specialist Ally Bank

We
are in receipt of your correspondence file # *** dated May 30, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns. On June 7, 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

Thank you for forwarding *** ***’s complaint regarding the charge off of his account. We sincerely apologize that Mr*** was
misinformed that his account was brought to a positive balanceWe have, as a courtesy, removed Mr*** from ***; however, he still owes Ally Bank $Please have him remit the payment to Ally Bank, * * *** *** Horsham, PA 19044. We have thoroughly reviewed the circumstances surrounding Mr***’s complaintWe have enclosed copies of the letters sent to Mr***. ? 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 $87.86. ? On September 24, 2013, we sent him a letter informing him of the overdraft. ? On September 30, 2013, we attempted to contact Mr*** regarding his overdrawn account; however, we were unable to leave a messageThat same day we sent a please contact us email. ? On October 2, 2013, we sent him a letter stating his account would be placed on a “Deposit Only” status and requested payment to bring his account to a positive balance. ? On October 7, 2013, his account was placed in a “Deposit Only” status. ? On October 11, 2013, Mr*** spoke with our Contact Center and informed us he wanted to dispute the transaction from *** as unauthorizedWe informed him that since *** was a payment processor, he would need to contact *** and file a claim with them regarding the $transactionWe told him to call us back if *** would not resolve the issue. ? On October 21, 2013, we sent Mr*** a letter requesting the overdraft be resolved within daysWe also informed him that failure to resolve the overdraft may result in his account being closed and the matter turned over to our Collection Agency and ***. ? On November 4, 2013, we sent Mr*** a letter informing him that his account was closed due to overdrafts and had been reported to ***. ? On January 6, 2015, he spoke with our Contact Center and was misinformed that his account was brought to a positive balance and closedThe amount of $is still owed to Ally Bank. If you have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:am to 4:00 pm Eastern Time. Sincerely, Michelle S*** Executive Resolution Specialist

December 3, Dear *** ***,
Thank you for forwarding *** ***’s response dated November 26, 2014, to our attentionWith regards to *** ***’s concern regarding ATM fee reimbursement, our Deposit Agreement effective December 7, 2013, page 17, provides information regarding when the ATM fee is reimbursed: “At the end of each statement cycle, ATM fees from other banks within the United States are totaled, and such ATM fees will be reimbursed...” *** ***’s statement cycle ended on November 25, 2014, and on November 26, 2014, we sent check # *** for $via *** ***The *** *** tracking number is ***.Accordingly, no supplemental response is warranted and we are closing our file on this matter.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

November 18, 2015Dear *** ***,Thank you for forwarding *** *** ***’s complaint regarding unauthorized debit card transactions.We are sympathetic to his experience and understand his concernsHis experience is not typical of Ally Bank’s level of customer service and does not meet the
superior customer service we strive to achieve.At Ally Bank, we take the security of our customers’ accounts very seriouslyWe are committed to making every attempt to protect our customersAlly Bank complies with Regulation E, which allows customers to dispute electronic fund transfers that meet the definition of an error as defined under the regulation.We have thoroughly reviewed the facts and circumstances surrounding *** ***’s concern.• On November 10, 2015, *** *** spoke with our Contact Center regarding pending debit card transactions in the amounts of $455.93, $789.05, $340.95, $760.53, $258.49, $789.05, and $that were being held against the joint checking account ending in ***We advised *** *** to contact us if the transactions posted to the joint checking account and we would initiate a dispute*** ***’s debit card was deactivatedThat same day, the joint owner on the account spoke with our Contact Center, and we deactivated her debit card as well.• On November 11, 2015, the joint owner spoke with our Contact Center and disputed transactions that posted to the account ending in *** in the amounts of $790.81, $778.10, $762.23, and $790.81; the amounts included Cross Border Fees (“CBA”) and Currency Conversion Assessment Fees (“CCA”)That same day, as part of the dispute research process, we provided provisional credit to the joint account ending in *** in the amount of $3,121.95, which included provisional credit for the CBA and CCA.• On November 12, 2105, the hold expired for transactions in the amounts of $455.93, $340.95, and $258.49.• On November 13, 2015, we mailed the joint owner a Cardholder Statement of Dispute form to be completed and sent back to usOnce we receive the completed form, and complete our research, the joint owner will be notified of the results.For clarification purposes, when a debit card is used as payment to a merchant, there is a two part process that occursThe day the card is provided to the merchant an authorization is createdThis authorization allows the merchant to place a hold on the funds in the accountThe second part of the transaction is the debit processThe merchant supplies the financial institution with the authorization in order for the payment to be honoredSpecific to this situation, since the merchant had supplied Ally Bank with an authorization, the transactions were honored.We value *** ***’s relationship and sincerely hope that we will be able to continue our banking relationship with himHis 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 efficiencyThe associates involved with this matter have been provided additional coaching.If you have any further questions, please feel free to contact the Executive Resolution Group, ***, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time.Sincerely,Michelle S.Executive Resolution Specialist