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Dear Mr.Michael [Redacted]
I had set up a custodial account for my minor child. When he turned 18 and was going off to college we wanted to change this from a custodial to a joint account. On Aug. 11, 2012 I spoke to one of their representatives and was instructed to send a “letter of instruction” along with a copy of my son’s drivers license. This was done the same evening.
No notice from Ally. I followed up and was then told that I needed to send a copy of an envelope showing my son’s home mailing address. This was done on Aug. 23rd. I was told that I would hear something in 1 week.
No response from Ally. I followed up again and was then told that I now needed to fax a copy of his SS card. This was done on Aug. 31. They couldn’t find the fax and then asked that it be resent which was done on Sept. 5th.
Today I’m told that they have the necessary documentation and now after a whole month of waiting will begin the process of making the account changes.
Be prepared for many 3-4 minutes holds over many days. It’s impossible to speak to the same person twice or get anything accomplished.
Ally’s not a bad bank as long as you don’t need to speak to anybody or have anything done!
NO TITLE FOR NEW GMC thanks to Ally's "Customer Care" which is in the Philippines (you know, between China and Indonesia; next to Vietnam!) Isn't "Customer Care" an appropriate name! Ally's agent said I would get my title and a refund for overpayment in 4 days. Four days later Ally's Samantha Cooper sends me a two-sentence letter that read, "This is to inform you that Ally does not hold the title to the above described vehicle." Leaving me wondering: Why? Where is my title? What about my refund? Ally confirmed my refund was sent to the wrong address, and DMV confirmed that Ally gave them the wrong address to send the title resulting in my original title being destroyed.
Seems to me that any reasonable person (or entity called "Customer Care") that got returned mail would do a little simple research, like check to see if it was sent to the same address the buyer gave on the original contract. I provided the correct address. Isn't it funny how all fourteen invoices get sent to the correct address? But my title and refund get sent to an address that is not on the contract?
I should not have to wait in line at DMV and pay for a duplicate title for a new GMC. I want the original title, not a duplicate. I paid Ally in full. I provided the correct information on the contract. It is out of my control when Ally's people can't read an address on a simple contract that they prepared.
Closed a matured CD and requested my funds be transferred electronically (I was told it would be faster than sending me a check). Ally performed a test electronic funds transfer on April 3rd which I called and confirmed. Ten days later and I do not have my funds. They claim they made an attempt to transfer my funds but had mistakenly put in the wrong account number and the funds were returned to Ally. To that I simply requested they resend my funds using the correct account number. To that they replied it would be 3 - 5 business days. So let me get this straight - Ally screws up and because Ally screwed up the customer and rightful owner of the funds has to wait another 3-5 days to get what is rightfully theirs. If I were the owner of a bank and I made a mistake that delayed funds from being returned to a customer the last thing I would do is delay the funds any longer. Once the mistake was discovered, the only right thing to do is resend the funds immediately. It was Ally's mistake, make it right. I could go on about the time and horrible experience in dealing with customer service and trying to get this resolved but I can sum it all up in a word.... UNACCEPTABLE!!
I have another CD that has not matured yet. As soon as I get my funds from this CD I plan to pay the early withdrawal penalty and get my money out of Ally and to an institution that deserves my business. There is absolutely no excuse for not returning a customers money on a matured CD via an electronic funds transfer within a couple of days. Tomorrow will be 12 days since maturity and first contact to close CD. We are talking about $270,000. I had no issues with Ally taking my money, getting it back is another story. Beware!!!!