Ally Bank

I HAD A ACCEDENT IN DEC 2015.THAT WAS A TOTAL LOSSI PAY DEC PAYMENT,MY INS CALLED FOR A PAY OFF IN LATE DECPAYEED MOST OF IT IN JAN.THEN TUNRED IT OVER TO ARE GAP INSTHAT PAYEED THE BAL.EVERYTIME I CALLED ALLY TO CK ON MY CLAIM,NO ONE COULD HELP ME IT WAS IN THE TOTAL LOSS DEPT (ALLY)MOLATER ALLY TOTAL LOSS DEPTAND ALLY FINC SEND ME A BILL .TWO DIFFRENT AMOUNTS SAYING THAT I STILL OWE MONEYTAHT MY INS AND GAP WAS NOT ENOGH.AND NOW THEY ADDED LATE FEES AND FINANCE FEES.....THIS COMP IS RIPPING PPL OFF LIKE THE SAYING THE POOR GET POOR THE RICH GET RICHER

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Ally Bank is lying when they stated that the check to be paid was not 'flagged' as the one to stop paymentThey stated themselves that they contacted the other account owner (being my husband as I explained in my complaint) regarding this check that came in matching the payee, date, and amount o the check to be stoppedThey never contacted me via the contact information (email or phone) that I provided in the call to stop the check, and also was provided by my husband when they contacted him regarding check they were questioningAlly stated to my husband that he is not custodial on the account and they couldn't therefore share the item in dispute with himHe certainly is custodial on the account; he opened the account and added me to itIt's a joint account and he knew that check had a stop payment on it Ally failed in their due diligence to protect my account which was compromised and needs to accept their mistake and reimburse me for the damages from the stopped check that they wrongly paid.
Regards,
*** ***

Thank you for forwarding *** J***'s complaint regarding his backup withholding applied to his Certificate of Deposit (“CD") ending in ***.On March 2015, we received the same complaint from Mr*** through the Consumer Financial Protection BureauWe responded to Mr***'s
concerns in our response dated April 8, 2015, and we have enclosed a copy of that response.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 SpecialistEnclosureLetterallyPO *** *** Horsham, PA 19044ally.comJuly 7, 2015Mr*** *** *** *** Denver, CO 80206Re: CFPE NO.: ***Dear Mr***.I am writing in reference to your letter to the Federal Deposit Insurance Corporation ("FDIC") referred to the Consumer Financial Protection Bureau (“CFPB") and forwarded to us on June 8, 2015, regarding the opening information on your account and your customer service experience.Your confidence and trust are of fundamental importance to us, and we take your concerns very seriously.We sincerely regret that your customer service experience has not met the standards Ally Bank strives to achieveWe are sympathetic to your experience and understand your concernOn May 12, 2015, a welcome kit was mailed to *** *** ***, Denver, CO 80206, which was the address provided in your online application.We have thoroughly reviewed the facts and circumstances regarding your concern.• On May 9, 2015, an application for an Online Savings Account was completed online via ally.comThe names on the application were *** L*** and *** *** with an address of *** *** ***, Denver, CO The application was successful and an Online Savings Account ending in was openedThat same day, we sent you an email which informed you of the account opening and that a welcome kit would be mailedAttached is a copy of the email.• On May 12, the welcome kit was mailed to *** L***, *** *** ***, Denver, CO Attached is a copy of the mailed Welcome kit.• On May 19, 2015, we sent an email reminder to make an initial deposit to your account and informed you if the account was not funded by June 8, 2015, the account would be closedAttached is a copy of the email.• On May 23, 2015, we sent an email reminder that your account would close if we did not receive a deposit by June 8, Attached is a copy of the email.Page 2• On May 25, 2015, when you spoke with our Contact Center, they were unable to locate you as your name was listed as *** ***During that same call, we spoke with the joint owner; however, additional authentication was requiredYour call was placed on hold for approximately three (3) minutes; when our Contact Center Associate went to transfer the call, you were no longer available.• On June 8, 2015, we closed your account.• On June 29, 2015, an Executive Resolution Specialist spoke with you, however, you requested an email and availability times to set an appointmentThe email was sent that dayAs of July 1, 2015, we have not received a return email of your availabilityAttached is a copy of the email.We understand your frustration and 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 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,Michelle S*** Executive Resolution Specialist

November 6, Dear *** ***,
14.4444446563721px">Thank you for forwarding *** ** ***’s complaint regarding his customer service concerns.Ally Bank has determined that *** ***’s original concerns from were sufficiently addressedOn October 13, 2014, we sent *** *** a letter addressing his most recent concerns, apologizing for the unsatisfactory customer service he experiencedIf *** *** still feels he hasn’t been made whole, he can submit proof of any fees he has incurred to Ally for review.The receipt of *** ***’s complaint and his recent communications with representatives of Ally Bank resulted in a review of his relationship with usAccordingly, we have made a business decision to close *** ***’s accountWe note that Section of the Ally Bank Deposit Agreement dated December 7, (on page 16), gives us the right to close his account at any time for any reason.We will close *** ***’s account on November 25, He should make the appropriate arrangements to withdraw all of his funds before that dateIf his account is still open on this date, Ally Bank will close his account and send him a check for the balance on deposit.In closing, this decision to terminate *** ***’s account relationship with Ally Bank is irrevocableIf he requires assistance in closing his account prior to November 25, 2014, he may call us at ###-###-####hours a day, days a weekHe can press "0" to reach a Customer Care Associate immediately.Sincerely,Michelle SExecutive Resolution Specialist

We
are in receipt of your correspondence file # *** dated November 6, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns. On November 15,
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

November 11, Dear *** ***,Thank you for forwarding *** ** ***s complaint regarding our bill pay service.We sincerely apologize that *** ***’s customer experience has not been at the level Ally Bank strives to achieve and maintainOur Bill Pay technical team did not
provide a timely response to his issues.A new bill pay system was implemented on November 7, One of the enhancements has to do with our eBill serviceInstead of our customers having to provide a user ID and password, the bill pay vendor will work directly with the biller, if eBill is available, to receive a Portable Document Format (“PDF”) which will be displayed to our customersFor our customers who have eBills in our current Bill Pay, their payees will convert to our new system, but those customers, including *** ***, will need to set up eBills againThe process is simple, and we sent *** *** an email notification on November 9, 2015, that he can log in to set them up in the new system.We value *** ***’s relationship and sincerely hope that we will be able to continue and enhance our banking relationshipWe thank him for bringing this to our attentionWe found no violation with our Deposit Agreement effective December 7, 2013, or with our Online Banking Services AgreementThe results of our review have been forwarded to Ally Bank’s 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

July 30, Dear *** ***:Thank you for forwarding *** ***’s complaint regarding his account.We have thoroughly reviewed *** ***’s concernsHis accounts were transferred to our Loss Prevention Department for verification purposes.We take the security of our customers
very seriouslyAlly Bank applies a rigorous and comprehensive verification processGiven the multiple issues identified during a secondary review process, the decision was made to restrict the accounts.The funds ($150.00) that were electronically transferred to Ally Bank were recalled by the external financial institution as an unauthorized transaction.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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Ally I'd lying they did not reimburse my money that they allowed to be transferred to someone else's acct they took from Dec 10, to Jan 29, to reimburse me the wrong amount after they told me nothing will be done because everything that happen turned out to somehow be my fault even though I have documrntation proving I was incarcerated and in the hospital under quarantine being monitored by armed officer 24/with restrictions to have no visitors, no telephone communication, no computer access, absolutely no access and not communication with anyone other than hospital and police dept employees from Sept 24, to Nov 20, Dec 10, I was informed that due to the fraud that Ally allied on my acct that they were closing my acct and sending me the balance and they told me they sent it to the address I had on file which was not true they sent to a previous address sneak never received the check and after I filed complaints they must have gotten mad because they decided to reverse the charges they allowed in Oct and Nov to electronically empty my acct both months something I had never in all the years banking with Ally had done and send me a check for a substantially lower amount and told me to get my money from a person I do not know have never spent time with did not know her name until Ally informed me of who she is but due to their electronic money transfer system I am being required to take a motor lost I can not afford living on the fixed income of a disabled veteran I just don't understand how it's my fault when I never spoke with anyone giving permission to access my bank account I feel like Ally has lied and now to cover their backs placing the blame on me the customer who was in no way aware of this situation due to being hospitalized with TB during an incarceration without any form of communication with anyone no I am not pleased with any of the treatment or decisions made here
Regards,
*** ***

February 17, 2016Dear *** ***:Thank you for forwarding *** ***’ response dated February 8, 2016.After carefully reviewing the latest communication, Ally Bank believes that we appropriately and completely responded to the substance of it in our letters dated January 29, 2016, and February 5, Accordingly, we are closing our file on this matter.If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and Saturday, 8:a.mto 5:p.mEastern Time
Sincerely,
Elizabeth R***
Executive Resolution Specialist, Ally Bank

We
are in receipt of your correspondence file # *** dated June 22, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns. On June 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

September 9, 2015Dear *** ***,Thank you for forwarding *** *** ***’s complaint regarding his disputed Point of Sale (“POS”) transactions.We are sympathetic to his experience and understand his concernOn September 1, 2015, we processed a provisional credit to *** ***’s account
for $This total represents the POS transaction from *** in the amount of $and the POS transaction for *** *** *** *** in the amount of $25.00.We have thoroughly reviewed the facts and circumstances regarding the handling of *** ***’s claimIn an effort to protect our customers, our security team is always monitoring our customers’ accountsOn August 29, 2015, we identified potentially suspicious transactions and contacted *** *** to verify their validity, but had to leave a messageThat same day, *** *** returned our call and confirmed that the charges were unauthorizedWe restricted the card, but unfortunately, the Card Member Services Agent involved did not transfer *** *** to our Contact Center to complete the fulfillment of his request for a new card.On August 31, 2015, two of the merchants had authorization codes and chose to post their transactions; however, Ally Bank complies with Regulation E, which allows customers to dispute unauthorized electronic transactionsUpon noticing that the transactions posted, *** *** called our Contact Center and submitted a dispute for each transactionA provisional credit was issued on September 1, 2015.In regard to *** ***’s debit card, a new card was ordered on August 31, 2015, and set for expedited shipping via *** *** at no chargeOn September 3, 2015, *** *** called our Contact Center and was provided with the *** *** tracking numberOn September 4, 2015, *** *** received and activated his debit card.We thank *** *** 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*** ***’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

We
are in receipt of your correspondence case # *** dated September 19, 2016, 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 September 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 the
Executive Resolution Group, ###-###-####, Monday through Friday, 8:a.mto
8:p.mEastern Time, and Saturday, 8:a.mto 5:p.mEastern Time

We
are in receipt of your correspondence file # *** dated November 27, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns. On December 6,
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 Customer Relations,
###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time and
Saturday, 8:a.mto 5:p.mEastern Time
Tell us why here

We
are in receipt of your correspondence case # *** dated December 12, 2016,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns. On December 21, 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

December 17, Dear *** ***,
Thank you for forwarding *** ***’s complaint regarding Ally Bank’s request to email documentation and his customer service experienceWe sincerely apologize that *** *** was called at 7:a.m., and that his 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 his concernAt Ally Bank, we take the security of our customers’ accounts very seriouslyWe are committed to making every attempt to protect our customersAlly Bank makes every effort to contact our customers as quickly as possible to minimize any inconvenience that may result from restricted access to their accountsAs part of our commitment, we monitor changes in personal information on both newly opened and existing accountsThe recent address change prompted an additional review and restriction of *** ***’s accountAlly Bank is an online bank, and therefore, cannot verify the identity of 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 information available in commercial databases to confirm the information provided by the customerWe ask our customers to submit documentation by email, fax, or regular mail to verify their identityAfter authenticating our customers, our Loss Prevention Department is then able to send customers secure emails in which the customers can respond and include their documentationWe are currently working on enhancements to the ally.com website to allow customers the ability to upload documents directly in a secure methodWith regard to *** ***’s concern with being transferred to the Loss Prevention Department on December 7, 2015, when he spoke with our Contact Center he was misinformed regarding the ability to transfer the callWe are able to transfer calls from our Contact Center to our Loss Prevention Department.Having received satisfactory documentation on December 14, 2015, the restrictions were lifted from *** ***’s account and his access was restoredWe sincerely apologize for the time of our call, and the misinformation he receivedWe thank him for bringing this to our attention*** ***’s experience is not typical of Ally Bank’s level of customer service and does not meet the superior customer service we strive to achieveHis 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, 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

We
are in receipt of your correspondence file # *** dated June 15, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns. On June 2017,
a detailed response has been emailed and mailed to the above
referenced
individual. Due to privacy concerns, we are unable to provide you with
any additional details in this matter. We thank you for taking the time
and effort to bring this issue to our attention. If we can be of further
assistance, please contact us at the Executive Resolution Group,
***, Monday through Friday, 8:a.mto 8:p.mEastern Time and
Saturday, 8:a.mto 5:p.mEastern Time

Good Afternoon,
March 26,
Dear ***:
Thank you for forwarding ***’s response dated March 17, 2014, to our attentionWe have responded to his comments as shown in blue text below
I am rejecting the business' response because:
I had significant financial damages due to not having my funds available, it took about weeks to have my fundsI had to change my CPA appointments several times due to not having the
On March 4,2014, when *** spoke with our Contact Center, he requested that the account ending in *** be closed and that the funds be sent by Automated Clearing House (“ACH”) to an external account*** was quoted a time frame of three to five business days for the account to be closed*** had access to the funds in the account until the account was closed on March 7,2014, when the ACH transfer was processed to the external account*** was offered the option to have the funds sent by wire transfer to his external account; however, he declined as he did not want to pay the wire transfer fee
The Internal Revenue Service Form (“1099”) for account ending in *** was mailed to ***’s address of record with Ally Bank, which is the same address we use to send the account statementsThe is in the name of the minor since the account is a Uniform Gift to Minor AccountWe mailed all of our Forms to our customers between January 22,2014, and January 24,The amount of interest that was paid on the account for the year was also listed on the statement dated December 20,
I expect financial compensation from the company
In regards to ***’s request for compensation, as a policy, we do not provide compensationThe Internal Revenue Service Form was mailed on a timely basis in accordance with IRS requirementsMoreover, the interest income information is not required before preparing and filing the federal income tax return as the interest income for the year is also shown on the bank statements
The fact of the matter is that this is not the first time this happened to me with Ally BankThe internet is full of complaints of similar natureWithholding information and my funds is a criminal actThe attorney general has the complaint so does the FDIC
We have reviewed his claim that this has happened before and found no bank errorAs noted above, Ally Bank did not withhold information or funds from ***On March 4, *** requested that the Form for account ending in *** be emailed to him and he receive a call back from upper management by 5:PM that dayWe informed *** that we could not guarantee a call back in that time frame; however, the request would be made to contact him and to allow one to two business days for contact and emailUnfortunately, he was not contacted or emailed until March 7,2014, three days after his initial callIf *** has made complaints to other agencies, we will respond to those agencies accordingly
We apologize to *** for the lack of a timely response from our Executive Resolution DepartmentHis experience is not typical of Ally Bank’s level of customer service and does not meet the standard we strive to achieve
With the completion of this response and our previous response, we are considering this complaint closed
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
We consider this matter closed
Thank you
*** ***
Executive Resolution Specialist

I am rejecting this response because:The bank has failed to refund my final ATM fee under the deposit agreement, and has breached the deposit agreement in their failure to do so I received a check for $3.09, which does not include my final ATM fee.
The written deposit agreement does NOT state that the account must be open to receive ATM fee refundsIt DOES state that ATM fees are refunded (Pg Sec D 1)It also states in Section on the same page that Ally will refund those funds to meThere are no whereto's, hitherforths, etc in the document regarding whether or not the ATM fees are refunded before/after closure, etc Furthermore, on a recorded phone conversation with more than one party (and all parties agreeing to the recording on multiple occasions), they confirmed that I should be getting this ATM fee refundHowever, this refund has not happened still at this time
My account is in actuality closed on 11/11/(not the aforementioned 11/25)
There has also not been a new deposit agreement since the opening of my complaint/account closure.
For reference: https://www.ally.com/r***
Regards,
*** ***
From: *** ***Date: Mon, Nov 24, at 3:PMSubject: Re: Complaint 10278072To: [email protected]
For the rebuttal, to be EXTREMELY CLEAR
They owe me the $
They caused a security breach in not closing my debit card
They caused a security breach in changing my billing address without my consent, when I told them not to (as shown in the *** file)

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, 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 themSincerelyMichelle S*Executive Resolution Specialist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Dear Ms S***, this matter is Certainly not closedYour company failed to protect my compromised account and I will elevate my complaint within the Revdex.com system
Regards,
*** ***