To close a CD, see the article CD Product Changes and Closure Procedures. Article 000012043

To close a liquid account: (Review Payment Method) submit Salesforce Case DOWNLOAD SALEFORCE CASE ASSIGNMENTS AND TEMPLATES PDF Article 000013642

"Don’t forget, because we do not require a minimum balance, and we don't charge maintenance fees, there's no cost to keep the account available for future use. You can even change the account nickname to reflect a new goal if you’d like."

"There are no minimum deposits required to open an account with us, no minimum balances required to maintain an account, and no monthly maintenance fees."

"I’m sorry to hear that you’ll be closing your account, but I can certainly help you with that today."

CHECKLIST:

"I can certainly help you to close your account. If you don't mind me asking, why do you want to close this account?"

If the customer is closing their remaining Ally account(s):

"I am sorry to lose you as our Ally customer, ___"

NEGATIVE BALANCE: If the account is negative:

"I'm sorry but we cannot close your account until you settle your negative balance."

"If you have another Ally account, you can do an internal transfer so you can make your account positive."

If the negative balance caused an account to be restricted, and the balance has been resolved, follow the procedures in the Account Restrictions article prior to submitting the closure request.

FUNDS ON HOLD: Confirm if the hold can be removed. If it cannot be removed, inform the customer that we are not able to close an account while funds are on hold and provide them with the date that the hold will be removed. Article: 000013745

CUSTODIAL: Article 000011625 for instructions

VERIFIED EXTERNAL ACCOUNT LINKED: I can see that you external bank account ending in ____. I highly suggest that you make an ACH transfer before we proceed with closing the account."

Second option: Official check option. The ACH method is faster for the customer.

CHECK IN WEBCSR OR CASHEDGE: ACH transfers, Bill Pay or Zelle transactions scheduled or a direct deposit. Also, how they would like any accrued interest disbursed.

If customers are closing all their active accounts, they should be advised of the following:

"I just want to let you know that your statements and tax forms will be available in your account online at ally.com on the Statements and Tax Forms page for 7 years. You can request copies from us by calling us 24/7 at 877-247-ALLY (2559) for the next 7 years after you close your account. After 7 years, your profile information will not be longer visible online."

If the customer refuses to receive the funds, then the account must stay open until it goes into a dormant status and reaches the end of the escheatment period. Article 000008564.

If the workflow indicates that the accrued interest is $0.00, confirm in WebCSR that this is accurate.

NON-FUNDING (never had a posted transaction) AUTOMATICALLY CLOSE

Spending, MMA, SAV: after 30 calendar days CD: after 60 calendar days IRA: after 90 days

Hello my name is ___. I'm sorry to hear that you're closing an Ally account. Please note that we do not require a minimum balance, and we do not charge maintenance fees, there's no cost to keep the account available for future use. I can also provide more information on all other banking products we offer.

Do you have any one-time or recurring ACH transfers such as direct deposits, Bill Pay or Zelle transactions scheduled or a direct deposit that may need to be canceled or updated before the account is close?

Before we proceed, can you confirm the following form me please:

Last 4 digits of the account you want to close: Your best contact number: Your reason for account closure: How you want your remaining balance to be sent to you:

Please note that interest is calculated and applied before an account is closed. We can send any remaining balance by internal transfer, check, ACH to an external bank, or wire transfer.

Since we compound daily interest, even when the balance is $0, and all funds have been moved, we must require in the event any interest is owed to you. How would you prefer it to be send to you?

Thank you for your patience. I have requested to have your account ending in ___ closed. Your reference number is ____. Please allow ___ business days for your request to be completed. Thank you so much for your time today.

Will there be anything else I can assist you with today?

How do you want any remaining balance and or Interest sent to you:

Please note interest is calculated and applied before an account is closed. We can send any remaining balance by internal transfer, check, or ACH to a linked external bank.

Even when the balance is $0, and all have funds have been moved. Since we compound interest daily. We must inquire any interest owed to you when the deposit operations calculate interest.

Thank you so much for your patience. Per your request, I am initiating your external transfer closure request for $X.XX, plus any accrued interest, from your Ally XXXX account, XXXX, to your XXXX account, ending in XXXX to begin processing today (DATE). Transfer will take X-X business days to complete. Your reference number is XXXX.

You will get an email once the account has been closed. When or if you log into your online access, the account will stay closed. The closed account will remain visible for 60 days and you will have access to your account Statements and Tax forms for the next 7 years.

TURNAROUND TIMES for MONEY MOVEMENT:

Internal Transfer via WebCSR: Immediately Internal Transfer via Salesforce: Transfer completed within 1-2 business days Unfunded Account: 1-2 business days

ACH:

Transfer completed within 3-5 business days when submitted via Salesforce Transfers initiated via the 'CD Funds Management' screen in WebCSR will be processed as 3 business day Standard Transfers.

Funds availability: Dependent upon the other Financial Institution's processing windows

Wire: 1-2 business days (wire fee applies)

Official Check: Normal: 7-10 business days Expedited: 3-5 business days ($20 fee will apply.)

Decedent Account closures: A member of our Decedent Account Team will contact the person requesting the account closure within 10 business days of receiving the required documentation if any additional information is needed.

DISCLOSURES

Immediate Transfers through WebCSR (Includes Account Closures)

NOT Account Closure: Per your request, I am initiating your internal transfer request for [amount], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed today. Is this correct? This transfer will be completed immediately.

Account Closure (WITHOUT Early Withdrawal Penalty): Per your request, I am initiating your internal transfer request for [amount, plus any accrued interest], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed today. Is this correct? This transfer will be completed immediately.

Account Closure (WITH Early Withdrawal Penalty) Per your request, I am initiating your internal transfer request for [amount, plus any accrued interest minus the Early Withdrawal Penalty], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed today. Is this correct? This transfer will be completed immediately.

Future Dated Transfers through WebCSR

NOT Account Closure: Per your request, I am initiating your internal transfer request for [amount], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed on [MM/DD/YY]. Is this correct? This transfer will be completed on the requested transfer date, immediately after it is begun.

Account Closure (WITHOUT Early Withdrawal Penalty): Per your request, I am initiating your internal transfer request for [amount, plus any accrued interest], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed on [MM/DD/YY]. Is this correct? This transfer will be completed on the requested transfer date, immediately after it is begun.

Account Closure (WITH Early Withdrawal Penalty) Per your request, I am initiating your internal transfer request for [amount, plus any accrued interest minus the Early Withdrawal Penalty], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed on [MM/DD/YY]. Is this correct? This transfer will be completed on the requested transfer date, immediately after it is begun.

Recurring Internal Transfers Per your request, I am initiating a [frequency] recurring internal transfer for [amount] from your Ally Bank [account type, last four] to your Ally Bank [account type, last four], to begin processing [today, MM/DD/YY]. Is this correct? Each transfer will be completed on the recurring scheduled transfer date, immediately after it is begun.

Account Closure Transfers through Salesforce* Account Closure (WITHOUT Early Withdrawal Penalty):

To an existing account: Per your request, I am initiating your internal transfer closure request for [amount, plus any accrued interest], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to begin processing [today or MM/DD/YY]. Is this correct? This transfer will take 1-2 business days to complete.

To an account for which the customer is applying: Per your request, I am initiating your internal transfer closure request for [amount, plus any accrued interest], from your Ally Bank [account type, last four], to the Ally Bank account for which you are applying, to begin processing [today or MM/DD/YY]. Is this correct? This transfer will take 1-2 business days from the date the account is opened to complete.

Account Closure (WITH Early Withdrawal Penalty)

To an existing account: Per your request, I am initiating your internal transfer closure request for [amount, plus any accrued interest minus the Early Withdrawal Penalty], plus any accrued interest, from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to begin processing [today or MM/DD/YY]. Is this correct? This transfer will take 1-2 business days to complete.

To an account for which the customer is applying: Per your request, I am initiating your internal transfer closure request for [amount, plus any accrued interest minus the Early Withdrawal Penalty], plus any accrued interest, from your Ally Bank [account type, last four], to the Ally Bank account for which you are applying, to begin processing [today or MM/DD/YY]. Is this correct? This transfer will take 1-2 business days from the date the account is opened to complete.

Non-Closure Transfers through Salesforce (i.e. high dollar, Trust account opening)

To an existing account:

Per your request, I am initiating your internal transfer request for [amount], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to begin processing [today, tomorrow, MM/DD/YY]. Is this correct? This transfer will take 1-2 business days to complete.

To an account for which the customer is applying:

Per your request, I am initiating your internal transfer request for [amount], from your Ally Bank [account type, last four], to your Ally Bank account for which you are applying, to begin processing [today, tomorrow, MM/DD/YY]. Is this correct? This transfer will take 1-2 business days from the date the account is opened to complete.