Ally Bank

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

referenced individual. 
Due to privacy concerns, we are unable to provide you with any additional
details in this matter.  We thank you for taking the time and effort to
bring this issue to our attention.  If we can be of further assistance,
please contact us at the [redacted]

We
are in receipt of your correspondence file # [redacted] dated August 10, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On August 17,
2017, a detailed response has been emailed and mailed to the above...

referenced
individual.  Due to privacy concerns, we are unable to provide you with
any additional details in this matter.  We thank you for taking the time
and effort to bring this issue to our attention.  If we can be of further
assistance, please contact us at the Executive Resolution Group,
###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

We
are in receipt of your correspondence file # [redacted] dated June 28, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On July 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 Resolution Group,
###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

We
are in receipt of your correspondence case # [redacted] dated February 23, 2017,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns.  On March 1, 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, [redacted], Monday
through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to
5:00 p.m. Eastern Time.

September 2, 2015Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding an extended hold placed on his deposit.We have thoroughly reviewed [redacted]’s account and the hold which was placed on his eCheck deposit of $192.00 on August 24, 2015. When we placed the extended hold of...

five business days, we emailed him on August 24, 2015, a funds availability notice. The notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”. On August 26, 2015, as a courtesy, we released the hold on [redacted]’s deposit of $192.00.The extended hold applied is consistent with our Funds Availability Policy, located in Section IV on page 28, of the Ally Bank Deposit Agreement dated December 7, 2013. It is also consistent with Federal Reserve Regulation CC, Section § 229.13(d), regarding repeated overdrafts:An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.We have reviewed our processes and the extended hold applied to [redacted]’s deposit to verify Ally Bank’s compliance with Regulation CC. As a result of our research, we determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when executed for repeat overdrafts.Since July of 2015, there have been four (4) occurrences that included eleven (11) days where his account was overdrawn, or would have been overdrawn, if we had paid additional items. If his account has no further overdrafts, the extended hold for check deposits will expire on February 12, 2016.[redacted] may want to consider our Overdraft Transfer Service that we offer to our customers. The service links an Ally Money Market Account or AllyOnline Savings Account to an Ally Interest Checking account to transfer funds in increments of $100.00 throughout the day, if necessary, when there are not sufficient funds in the Interest Checking account to pay transactions. Additional information can be found online at ally.com, by calling us at ###-###-####, and in our Deposit Agreement, dated December 7, 2013, on page 12.If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.Sincerely,Michelle SExecutive Resolution Specialist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:They did not respond. It was a non-response.
Regards,
[redacted]

We have reviewed and addressed the concerns referenced in the
complaint. Please refer to the attached for our response. If you have any
further questions, please feel free to contact me directly. Sincerely, Michelle
S[redacted] Executive Resolution Specialist Ally Bank.

We are in receipt of your correspondence case # [redacted] dated
September 22, 2017, 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 has been sent directly to the above referenced individual on
September 29, 2017. 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, [redacted], Monday through Friday,
8:00 a.m. to 8:00 p.m. Eastern Time, and Saturday, 8:00 a.m. to 5:00 p.m.
Eastern Time.

June 24, 2015Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding an extended hold placed on his deposit.We have thoroughly reviewed [redacted]’s account and the hold which was placed on his eCheck deposit of $415.62 on June 12, 2015. When we placed the extended hold...

of five business days, we emailed him a funds availability notice. The notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”. On June 15, 2015, as a courtesy, we released the extended hold on the $415.62 deposit.The extended hold applied is consistent with our Funds Availability Policy, located in Section IV on page 28, of the Ally Bank Deposit Agreement dated December 7, 2013. It is also consistent with Federal Reserve Regulation CC, Section § 229.13(d), regarding repeated overdrafts:An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.We have reviewed our processes and the extended hold applied to [redacted]’s deposit to verify Ally Bank’s compliance with Regulation CC. As a result of our research, we have determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when executed for repeat overdrafts.Since January of 2015, there have been eight (8) occurrences where his account was overdrawn, or would have been overdrawn, if we had paid the items.We offer an Overdraft Transfer Service. This service links an Ally Money Market Account or Ally Online Savings Account to an Ally Interest Checking account to transfer funds in increments of $100.00 throughout the day, if necessary, when there are not sufficient funds in the Interest Checking account to pay transactions. Additional information can be found online at ally.com, by calling us at ###-###-####, and in our Deposit Agreement, dated December 7, 2013, on page 12.If you have any further questions, please feel free to contact the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday 8:00 a.m. to 5:00 p.m. Eastern Time.Sincerely,Michelle S[redacted]Executive Resolution Specialist

We
are in receipt of your correspondence file # [redacted] dated November 15, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On November 22,
2017, a detailed response has been emailed and mailed to the above referenced
individual.  Due to privacy concerns, we are unable to provide you with
any additional details in this matter.  We thank you for taking the time
and effort to bring this issue to our attention.  If we can be of further
assistance, please contact us at the Executive Resolution Group,
###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

December 17, 2015Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding excessive transaction fees charged to his Money Market Account ending in [redacted].We have thoroughly reviewed the facts and circumstances pertaining to the fee-related concerns expressed by [redacted].Federal law...

imposes a limit of six (6) transfers and/or withdrawals per statement cycle. This limitation does not apply to withdrawals and transfers made by mail or at an ATM. If more than the six (6) withdrawals and transfers per statement cycle are made, we charge a $10.00 excessive transaction fee for each transaction that goes over the limit. In addition, if the transaction limit is exceeded on more than an occasional basis, we may close the account. This 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 online. We also notify our customers each time an excessive transaction fee is incurred. [redacted] has opted to receive his correspondence online.Between November 18 and December 2, 2015, we sent ten (10) notifications to [redacted] letting him know that the transaction limit had been exceeded 141 times on the account ending in [redacted] and informing him of the fees charged. One of the notification notices and the letters are enclosed for his convenience.On November 30, 2015, we spoke with [redacted] and confirmed the transactions that created the excessive transaction fees were authorized. [redacted] requested the excessive transaction fees be reimbursed. We empathize with [redacted] and on December 1, 2015, an Executive Resolution Specialist spoke with him and agreed to waive half of the 141 excessive transactions fees he was assessed. On December 2, 2015, we credited [redacted]’s account for $720.00. However, as we have acted in accordance with our Deposit Agreement effective December 7, 2013, we decline to waive the remainder of the excessive transaction fees.[redacted] may want to consider our Interest Checking account, there's no limit on the number of transactions he can make. He will also get the convenience of our online bill pay service for free. And as his checking balance grows, he could earn a higher interest rate. This account allows him to make deposits by check, Automated Clearing House (ACH) transfer, transfer from another Ally deposit account or wire transfer. [redacted] can make withdrawals by debit card through ATMs and cash back at retail locations, ACH transfer and wire transfer or through unlimited check writing. Debit cards and checks that are ordered will not be issued until we receive and verify his first deposit.[redacted]’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 me at the Executive Resolution Department, [redacted], Monday through Friday 8:30 am to 4:00 pm Eastern Time.Sincerely,
Michelle S[redacted], Executive Resolution Specialist

We
are in receipt of your correspondence case # [redacted] dated April 11, 2017,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns.  On April 20, 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, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

December 17, 2015Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding Ally Bank’s request to email documentation and his customer service experience.We sincerely apologize that [redacted] was called at 7:43 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 concern. At Ally Bank, we take the security of our customers’ accounts very seriously. We are committed to making every attempt to protect our customers. Ally Bank makes every effort to contact our customers as quickly as possible to minimize any inconvenience that may result from restricted access to their accounts. As part of our commitment, we monitor changes in personal information on both newly opened and existing accounts. The recent address change prompted an additional review and restriction of [redacted]’s account.Ally 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 process. Instead, Ally Bank uses information available in commercial databases to confirm the information provided by the customer. We ask our customers to submit documentation by email, fax, or regular mail to verify their identity. After authenticating our customers, our Loss Prevention Department is then able to send customers secure emails in which the customers can respond and include their documentation. We are currently working on enhancements to the ally.com website to allow customers the ability to upload documents directly in a secure method.With regard to [redacted]’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 call. We 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 [redacted]’s account and his access was restored.We sincerely apologize for the time of our call, and the misinformation he received. We thank him for bringing this to our attention. [redacted]’s experience is not typical of Ally Bank’s level of customer service and does not meet the superior customer service we strive to achieve. His experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency. The associates involved with this issue have been provided additional coaching.If you have any further questions, please feel free to contact the Executive Resolution Department, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday 8:00 a.m. to 5:00 p.m. Eastern Time.Sincerely,
Michelle S[redacted], Executive Resolution Specialist

We are in receipt of your correspondence case # [redacted] dated
January 3, 2018, 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 has been sent/given directly to the above referenced individual on
January 12, 2018. 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 Executive Customer Relations, [redacted], Monday through Friday, 8:00
a.m. to 8:00 p.m. Eastern Time, and Saturday, 8:00 a.m. to 5:00 p.m. Eastern
Time.

[redacted] [redacted] [redacted]
TThis is a joke. They send the same stuff. The [redacted] has never received a check. The [redacted] doesn't accept checks from banks returning [redacted] We will be contacting our lawyers and the [redacted] to issue FULL [redacted]. This is ridiculous. 
 [redacted]
 
I am rejecting this response because:
[redacted]
[redacted]

We
are in receipt of your correspondence case # [redacted] dated February 3, 2017,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns.  On February 8, 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, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Thank you for your response. I received the email and the physical letter in the mail regarding my transfer issue. In this correspondence it states that my account is eligible for instant transfers as of 12/14/17. Unfortunately this was not the case on the transfer that was requested on 12/29 nor in the attempt that was made this morning. 
Regards,
[redacted]

Good Afternoon,Please see the attached response.  We consider this matter closed.Sincerely,Michelle S[redacted]Executive Resolution Specialist Thank you for forwarding Mr. [redacted]s response dated August 31, 2015, to our attention.We have previously responded to [redacted]s complaint on April 8, 2015, to the Consumer Financial Protection Bureau. On July 29, 2015, August 13, 2015, and August 26, 2015 to the Revdex.com. As such, we consider the matter closed.If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.Sincerely,Michelle S[redacted] Executive Resolution Specialist

We
are in receipt of your correspondence case # 12160340 dated May 17, 2017,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns.  On May 25, 2017, a
detailed response has been emailed 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, [redacted], Monday
through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to
5:00 p.m. Eastern Time.