Canned Responses

CANNED RESPONSES OPENING/GREETINGS

Hello this is (Insert Agent Name)! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. Please allow me 1-2 minutes to see how we can resolve this for you today. I sincerely appreciate your patience.

Opening Hi this is [First name of associate]. Thanks for messaging with me today, here at Ally Customer Care. How can I help?

Bank Opening - AI Transfer Hi this is [First name of associate] from [State where the associate is located]. Please allow me 1-2 minutes to review your previous conversation with Ally Assist.

Ally Assist Incorrect Response I will assist you with [insert reason for customer chatting/messaging], but first I’d like to apologize for Ally Assist not accurately responding to your message. Ally Assist is always learning and adapting to our customers and we will use your experience to improve future interactions.

Personal (Operator) Information Sorry, we can't give out personal information, but I'm happy to help with your banking needs. Where are you located? Physical branches are costly, so we don't have any. We pass the savings to you through some of the most competitive interest rates in banking. And, don't forget, we're here for you 24/7 by phone, chat and online.

Deposits-Messaging-Break, Lunch, End-of-shift

About to Close for the Day Just a heads up, our messaging service center closes in about 20 minutes. If I'm unable to fulfill your request, would you rather have me message you again tomorrow or would you like the phone number of our 24/7 Customer Care line?

About to Go to Lunch Just to let you know, I have my lunch break shortly. I'd be happy to reconnect with you when I return, or I can transfer you to one of my colleagues now to keep working on your request. Which would you prefer?

End of Day Pre-close, returning to work next day Just a heads up, I am near the end of my shift, but I see we still need to get this sorted for you. We would like to continue assisting you by providing a few options. Would you like to be transferred to another Customer Care Associate or would you rather have me message you again tomorrow? I can also provide you with the phone number to our Customer Care line if you prefer.

End of Day Pre-close, NOT working next day Just a heads up, I am near the end of my shift, but I see we still need to get this sorted for you. We would like to continue assisting you by providing a few options. Would you like to be transferred to another Customer Care Associate or I can provide you with the phone number to our Customer Care line if you prefer.

End of Day - Customer Chooses to Wait Great. I will be back here at 8:30 am Eastern Time. We can pick up our conversation then.

End of Day - Customer Wants to Call No problem. Our 24/7 Customer Care phone number is 1-877-247-2559.

End of Day - Return to Queue I've come to the end of my working day, but I can see we still need to get this sorted for you. How about I transfer you to another Customer Care Associate who can help?

Lunch - Customer Waiting Great. I'll message you when I return, and we'll keep working on your request.

Lunch - Return to Queue No problem. I'll transfer you over to another Customer Care Associate. Someone will be with you shortly.

Morning After - Might Be Resolved Hi, I saw you spoke with another Customer Care Associate yesterday. Were they able to fulfill your request? I'd be happy to help if you still need assistance.

Reassigning to Queue I'm going to add you back into our queue now and a new Customer Care Associate will pick up the conversation. No need to wait around - you'll get a notification on your phone when someone messages you.

Deposits-Messaging-Common Phrases

Angry/Upset Fair Warning - Associate The content and language of your message is inappropriate. If you send another improper message, I'll have to transfer you to a supervisor.

Abusive Termination - Associate As you have not refrained from using inappropriate language, I'm terminating our messaging session.

Angry/Upset Supervisor Transfer - Associate I'm sorry, but we don't allow inappropriate language or conduct. I'm going to have to transfer you to a supervisor.

Angry/Upset Supervisor Transfer Unavailable - Associate Unfortunately, my Supervisor/Manager is unavailable; we can arrange for a Supervisor to call you back, can you please provide me with a good phone number and best time to call you.

SUPERVISOR ONLY: Angry/Upset Fair Warning I am happy to assist you with your inquiry, but please refrain from using inappropriate language.

SUPERVISOR ONLY: Angry/Upset Termination As you have not refrained from using inappropriate language, I am now terminating the call.

Accidentally Close Conversation Sorry about that. Our messaging system went down for a moment. Let's pick up where we left off.

CLOSING RESPONSES

Closing – No Survey Thanks for messaging with me today, here at Ally Customer Care. We're available 24/7 by phone, chat and online if you need assistance. Have a great day.

Closing – Offering Survey, option 1 Thank you for messaging with me today, and for being a valued Ally customer. We’re available 24/7 by phone, chat and online if you need assistance. If you have time, there will be a brief survey after we disconnect about your interaction with me today. We value your feedback and appreciate any you have to offer. Have a wonderful day.

Closing – Offering Survey, option 2, PT1 You're welcome! Thank you for messaging with me today and for being a valued Ally customer. We’re available 24/7 by phone, chat and online if you need assistance.

Closing – Offering Survey, option 2, PT2 If you have time, there will be a brief survey after we disconnect about your interaction with me today. We value your feedback and appreciate any you have to offer. Have a wonderful day.

Need Customer Clarification I'm happy to look into your request but I need additional information from you before I can continue.

APPETIZERS OPENINGS:

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. My apologies this happened. Please allow me 1-2 minutes to see how we can resolve this for you today. I sincerely appreciate your patience.

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. How can I help you today?

DBC ISSUE GREETING Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly check into this for you today. My apologies you are experiencing issues with your debit card today. Please confirm the last 4 digits of your debit card for me please.

DBC TRANSACTION INQUIRY

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. Can you advise the date and or amount of transaction along with the last 4 digits of the debit card for me please?

LOST DBC-DAMAGED Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can check into this for you today. Sorry to hear you have lost your debit card. Allow me a moment to see how I can assist you with ordering a new debit card today. Are you able to confirm your mailing address on file for me please?

DEBIT CARD NEW ORDER- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. You are needing a new debit card I can help with that. Allow me a moment to see how I can assist you with ordering a new debit card today. Are you able to confirm your mailing address on file for me please?

Has your current debit card been lost damaged or stolen?

DBC ORDER ADDY CHANGE 30 DAYS-

Since your address has changed within the last 30 days. I will need to complete authentication with you before a debit card can be issued. Please confirm your best contact number as well for me please as I will be sending a one-time passcode via text.

DEBIT CARD ODER STATUS- - Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can check on the status of your debit card today. Can you confirm your mailing address for me please?

CHECK STATUS: Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can check on the status of your check order today. Can you confirm your mailing address for me please?

DBC CARDHOLDER TRAVEL ALERT-

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can help you with this today. I can place travel notes on your debit card. Are you able to confirm the last 4 digits of your debit card for me please?

Can you confirm your dates of travel for me please? Can you confirm the locations of travel for me please?

GREETING ZELLE ISSUE- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care today. I do apologize for the inconvenience with Zelle. Allow me a moment to see how we can have this resolved for you today. Can you confirm the Zelle payment amount you are inquiring about today?

WIRE STATUS OUTGOING - Hello! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist with your wire inquiry today. Can you confirm the amount of your outgoing wire for me please?

SUBMITTING A WIRE INQUIRY- Hello this is Erika😃! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist with your wire inquiry today. Currently there are two methods for submitting wire requests – online via the desktop site and paper. You can request complete an electronic wire transfer via your online account via the desktop site at ally.com. The paper form you can download and return it back to use via mail, fax, or secure messaging.

Hi there, I havent heard from you in sometime. Are you still in need of assistance today?

CLOSINGS MY PERSONAL THEN CLOSING W/ SURVEY!

Thank you so much for your time today! Have a wonderful day and stay safe!

You are most welcome! Thank you so much for your time today! Have a wonderful day! 😊

CLOSING W/SURVEY-Thank you for messaging with me today, and for being a valued Ally customer. We’re available 24/7 by phone, chat and online if you need assistance. If you have time, there will be a brief survey after we disconnect about your interaction with me today. We value your feedback and appreciate any you have to offer. Have an awesome day!

NAVIGATING ECHECKS

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your echeck inquiry today. Are you currently on the mobile app so we can locate the status of your echeck? Can you click on the account you deposited your check into?

Do you see at the top search transactions, view account details, and view scheduled activity? Can you click on view scheduled activity please? At the bottom you should schedule, and history click on history for me please and click on deposits.

INVESTMENT ACCT INQUIRY-

Hello this is Erika! 😃 Thank you for messaging with me today, here at Ally Customer Care. My apologies, but I’m only able to answer banking-related questions and don't have access to Ally Invest information. You can reach Ally Invest 24/7 at 1-855-880-2559. You can also visit the desktop site at from the Ally.com (or secure.Ally.com) to reach them through chat as well. You can do this on your mobile web browser or laptop. One of the invest associates are on standby and will be delighted to further assist you today. Ally Invest hours of operation for Chat hours are 7:00am - 10:00pm ET, 7 days a week. They will be able to better assist with your invest inquiries today.

To chat with an invest associate upon logging into the desktop site at ally.com. Customers will select ‘Bank or Invest Login’ as opposed to ‘Auto Login’. Ally Invest accounts can be accessed by clicking 'Investments' in the sub-navigation menu on the desktop site.

DISPUTE/ DISPUTE ARTICLE 5460 Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I certainly apologize this has happened to you. However, it can be disputed we thank you for alerting us of this issue. Please note currently we are unable to process disputes through messaging. If the charge is pending, you will need to wait until the charge has posted.

Once the charge has been posted, you may log into your account online via the desktop site at ally.com on laptop or mobile web browser. You will need to click on the posted charge and hit dispute.

You can dispute this transaction on a desktop/laptop, from the Snapshot page then select the posted transaction located under your Transaction History. From there you can select the option to dispute the transaction. Ally will make an initial determination on your dispute within 10 business days. Our dispute team will be able to investigate this dispute once the transaction(s) has/have posted.

Unfortunately, you’re not able to submit disputes in the mobile app, but you can submit a dispute by calling in at 1-877-247-2559 or online using a computer. ‘

Please be sure keep your debit card locked when not in use. You can do this by clicking on the account linked to the debit card. Once on the account page you should see your balance in big bold letters, and you should see manage debit card. You can lock and unlock it there when needed.

You can also call into our 24/7 contact center 7 days a week. One of our phone associates will be happy to complete the dispute process for you as well. You can also call in to dispute the transaction at our customer care number at 1-877-247-ALLY (2559)24 hours.

PENDING CHARGE INQUIRY-

Thank you for waiting

DEBIT CARD SECTION-

DEBIT CARD- ORDERED ALREADY—Thank you for your patience. I am showing your debit card has been ordered already. It was shipped on. Our standard turnaround is 5-7 business days to receive your new debit card. Please note for security purposes, debit cards are mailed in plain envelopes without an identifying bank logo. It will have RETURN SERVICE REQUESTED’ printed on the envelope.

DEBIT CARD- ORDERED NEW ORDER-Thank you for your patience. I have ordered your new debit card. Please allow 5-7 business days to receive your new debit card. Please note for security purposes, debit cards are mailed in plain envelopes without an identifying bank logo. It will have RETURN SERVICE REQUESTED’ printed on the envelope. Please be sure to update any merchants with your updated debit card information once received.

DBC NEW ORDER PT2-Please note upon receipt of your new card, please call from your phone number on file and activate your new card and make your PIN selection. You can call our phone activation line at 833-414-4855. If you have any additional questions, we are here for you 24 hours a day and seven days a week. Our toll-free number is 1-877-247-2559 (1-877-247-ALLY) or you can visit us at www.ally.com.

DEBIT CARD PASSED TAT- Thank you for your patience. I am showing your debit card has been ordered already. It was shipped out on . Our standard turnaround is 5-7 business days to receive your new debit card. Please note for security purposes, debit cards are mailed in plain envelopes without an identifying bank logo. It will have RETURN SERVICE REQUESTED’ printed on the envelope. I am showing your debit card arrival has passed our standard turnaround time. I can certainly disable the card we mailed out previously and have a new one ordered if you would like?

DEBIT CARD UNFUNDED ACCOUNT- Thank you for your patience. I do apologize I am currently not showing where a debit card has been ordered at this time. Please note while a debit card can be requested during an application, a request for a debit card is not mailed out until the account has been funded. Usually, the debit card will not be generated until the business day after the account is funded.

DEBIT CARD FOR OSA- Thank you for your patience. Currently our online savings account does not come with checks or a debit card. However, you can request Official / Cashier's checks. You can also request wires and ACH deposits and withdrawals with our savings account.

CLOSED DBC- Thank you for your patience. My apologies I am showing this debit card is declining because it is currently closed at this time. Once in this status the debit card can never be activated again for use. At this time, I would need to reissue you a new debit card. Are you able to confirm your mailing address on file for me please?

ORDERING DBC APP-DESKTOP

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. Can you confirm the last 4 of the new account?

Awesome thanks! I do apologize I am currently not showing where a debit card hasn’t been ordered at this time. Please note while a debit card can be requested during an application, a request for a debit card is not mailed out until the account has been funded. Usually, the debit card will not be generated until the business day after the account is funded.

A new desktop and mobile feature has been released to allow customers to order a debit card for a debit card eligible account if a debit card has never been ordered for the account. Customers will need to visit our desktop site at ally.com on laptop or your mobile web browser. Once on the desktop select the account then select your account details page. At the top you should see The ‘Checks and Debit Cards' menu options. You can also order on the app can order a debit card via mobile through the task bar under 'more tasks'.

DEBIT CARD NOT ORDERED-

Thank you for your patience. I do apologize at this time I am not showing where a debit card has been ordered at this time. I can certainly proceed with having a new debit card ordered for you today. I do apologize for the inconvenience on this. I can certainly order you a new one and, in the meantime. I can certainly provide some alternative options for you to deposit and withdraw funds from your Ally account.

DBC LOST/STOLEN-

LOST DBC -Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly check into this for you today. Sorry to hear you have lost your debit card. Allow me a moment to see how I can assist you with ordering a new debit card today. Are you able to confirm your mailing address on file for me please?

STOLEN DBC-Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly check into this for you today. Sorry to hear your debit card was stolen. Allow me a moment to see how I can assist you with ordering a new debit card today. Are you able to confirm your mailing address on file for me please?

Thank you for this information. Have you used our Mobile Card Controls which will allow you to temporarily deactivate your debit card until it is found? Also have you had time to review your account for any unauthorized transactions.

Perfect! I have disabled your current debit card. Please note when a replacement debit card is ordered your card information is saved with any Merchant, it will need to be updated with those payees as well.

EXPEDITED TAT DBC- My apologies this happened to you. No worries we can certainly get you a new debit card issued out to you. Our usual standard turnaround time for debit cards are 5-7 business days. Due to unusual circumstances, I have selected our expedited delivery. Our expedited debit card delivery has a turnaround of 3-4 business days. It also comes with a tracking number as well. If you select this option, you can contact us within 1-2 business days to obtain your tracking number

Stolen lost checks- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. My apologies this happened. We can certainly place a stop free of charge for stolen checks. Do you happen to remember the checkbook number?

CHECK DELIVERY INQUIRY- Thank you for this information. I am showing your checks were ordered on 8/9/2022. Please note our checks are shipped in a plain, nondescript plastic bluish/gray metallic envelope and should arrive in 7-10 business days. You can also track your checks via the desktop site at ally.com under the status tracker. You can also view your ach payment status on the app. Just click on the task icon at the bottom of the app, select scheduled bank activity. This should show your pending ACH. The Status Tracker can be accessed a few ways. Click the ‘Status Tracker’ button in the header bar.

DBC DECLINED TRANSACTIONS MOBILE APP- You can view up to 50 debit card transactions made within the past 30 days by tapping on tasks and then more tasks. Click on card controls then click on ‘Recent Transactions’ from the Card Details on the mobile card control screen. A summary screen will display the merchant’s name, amount, and status of all pending and completed debit card transactions. You can tap on individual transactions to view if they were approved or declined. If it was declined, the app will tell you which setting caused it to decline as well.

DEBIT CARD EXCEED DBC LIMIT- Thank you kindly for your patience. I was able to view the reason your debit card is declining today. I see that you are a new customer, or I see that your account is new. Welcome to the Ally Family! Since your account has been opened less than 90 days your ATM and debit card purchase limits are lower. I am showing your current limits are $500 daily any request over this limit will unfortunately decline. At this time, I am unable to reset or increase your limits. No worries after the 90th day, our operations team will manually adjust your limits to our standard Ally limits. Once the account is older than 90 days, we will automatically increase you limits. You'll have a daily withdrawal limit of $1,000 per day from an ATM and $5,000 per day in point-of-sale transactions. These limits are reset every day at 12 am ET.

I do apologize for the inconvenience. In the meantime, we do offer other money movement options with higher limits. You can request an official check, wire transfer and ACH, and Zelle transfers as well. I can certainly provide more information on alternative options as well.3

Declined DBC TRANSACTION NOT VIEWABLE- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. My apologies this happened. Can you advise the date and or amount of transaction please? I am not showing any declined transactions on your account currently. Can you confirm if you see declined transactions on your app? You can do this by clicking on the account linked to debit card. Under the balance you should see manage debit card select that. You should then see your debit scroll down and be able to review declined transactions.

DECLINE CODE 100- NOT EFFECTIVE

Thank you for your patience. I am showing two reasons for your decline code. The customer’s transaction was declined due to Card Control preferences enabled via the mobile app. Can you check your card control settings to ensure the card is turned on? Customers can toggle the on/off function by tapping the switch to the right of the ‘Card ON/OFF’ field. If turned off, all new debit transactions presented against the card will be declined. Also check your transaction controls. Transaction Controls enable customers to determine how their debit card can be used. Transactions must pass all set controls to be approved. For example, if the customer has enabled location controls, approved merchant types must still be within the approved locations. There are four transaction controls: International Transactions

Merchant Categories, Transaction Methods, and Transaction Amount Limit. Customers can set a dollar limit for debit card transactions. Customers can select to allow or block all international transactions.

When enabled, any transaction attempted for more than the set limit will be declined.

A customer making an in-person purchase within their designated location may have the transaction blocked if the merchant codes their transactions with an address other than the actual address where the transaction occurred, i.e. corporate address. Second reason would be the debit card information could not be read by the merchant’s terminal because the debit card is damaged.

Instant transfer delay- Hello this is Erika😊! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. There was an email sent back in March 2022 advising our customers of our Money Transfer App Services Transaction Posting. An FAQ has been added to Ally.com for this issue:

The FAQ is located at: https://www.ally.com/help/bank/debit-cards-checks.html

Customers can locate the FAQ through the following navigation: Ally.com > Help > Personal Banking > Account Management > Debit Card & Checks. At this time when transferring money to your linked debit card from payment apps, like CashApp, Venmo, PayPal, Lyft, and Uber, you'll see the money in your account by 7 pm ET, if received by 5 pm ET that same day. They can be delayed up to 1 business day. That includes weekends and holidays.

While some payment apps may say the transfer to your debit card is instant, it takes us a little longer to process. We understand this can cause some confusion and are working to improve this experience. I am showing a credit of $ 325.42 & $1.25 USD due to credit the account on 8/12. Unfortunately, I am unable to provide the exact time funds will post.

ACH PAYMENT NAVIGATION- I am showing a transfer of $---------- due to be sent ---------. You will also need to check your email as well as with every ACH a confirmation email is sent. Please note when you set up a payment, the fastest speed available will be automatically selected for that transaction. At this time payments cannot be expedited. Please note the speed of a payment will be displayed to

you while you create the payment. The payment speed displayed online cannot be changed. The payment speed displayed may not apply to all your payments as multiple variables determine the payment speed and may change with future payments. We offer two external transfer speeds. Next Day transfers, initiated before 7:30pm ET on a business day, will be delivered on the next business day. Standard transfers will be delivered in three business days. You can track your ach payment on the desktop site at ally.com under the status tracker. You can also view your ach payment status on the app. Just click on the task icon at the bottom of the app, select scheduled bank activity. This should show your pending ACH.

Sms/fraud alert

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. Did you receive a SMS or email alert regarding a transaction, and did you respond to the alert by chance? Our alert messages are sent from the short code 67996. An automated call is made to the customer’s home phone on file.

An email is sent from donotreply@fraud-alerts.ally.com to the customer’s email address if there is no mobile phone listed. The mobile number cannot receive the text. Or customer does not respond to the text in 1 minute.

If the alert isn't responded to the debit card is placed in a suspended status to stop any further debit card transactions until the transaction in question has been verified. I am showing your debit card has been placed on hold. You will need to call 855-205-4075 as soon as possible to speak to with card member services. They will need to authenticate you, review the recent flagged transaction, and proceed with ordering you a new debit card or reactivating your current card again.

DBC DECLINE PIN RESET COUNTER-

Thank you for waiting. I am showing your card is declining now due to too many declined attempts. You have exceeded the limit for allowable consecutive declined transactions. Your Transaction Decline Counter will need to be reset. I will need to complete authentication procedures with you. Can you confirm the last 4 of your debit card and expiration date. I will also need you to verify your contact number on file as well.

ZELLE SECTION-

Zelle profile update-phone/email

Hello this is Erika!😊 Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. On the mobile app just click on the tasks tab then select zelle. Then you should see zelle profile. You will be able to delete your old and add your new contact number.

Stopped zelle tat- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care today. Payments that are stopped by the customer are returned to the originating account within 1-3 business days. Please note there is an email confirmation sent

with successful, rejected and stopped zelle payments. Please be sure to check your junk/spam folder. I am showing an email was sent to jeffgorski80@gmail.com at 08/29/2022 at 04:49 advising of the turnaround time for the funds to be credited back.

ZELLE APP NAVIGATION

Sure, thing to see your zelle activity. On the Ally app click on the task’s icon at the bottom of the app, scroll down and select bank activity. Once on that screen you should see scheduled history. Select history and select deposits.

ZELLE SPEED INQUIRY: I certainly do apologize that you had to message in about your Zelle. At this time payments cannot be expedited. Please note the speed of a payment will be displayed to you while you create the payment. The payment speed displayed online cannot be changed. The payment speed displayed may not apply to all your payments as multiple variables determine the payment speed and may change with future payments. The turnaround time for Zelle speed is next day, same day and a standard 3 business days.

Zelle navigation on app

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care today. I do apologize for the inconvenience with Zelle. I am showing your zelle payment is being sent standard. You can also view your zelle payment status on the app. Just click on the task icon at the bottom of the app, scroll down to zelle and select zelle activity. This should show your pending zelle. Please be sure to check your junk/spam folder. Every time a zelle payment is sent whether it was successful, failed or stopped, an email confirmation is sent as well that confirms the turnaround time and the date funds will be deposited or returned if inquiring about a return.

Zelle verification- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. today. I do apologize for the inconvenience with Zelle. You will need to visit the desktop site at ally.com and verify the payment at this time. You can do this on your mobile app web browser or laptop and/computer. Once logged on you will need to click on transfers then select zelle. You will be able to verify your zelle payment there. You can also call our 24/7 Customer Care phone number is 1-877-247-2559 as well.

STOPPING ZELLE PAYMENT: I can certainly see if your Zelle payment can be stopped. Please note if a payment has begun processing but has not yet been completed. You may have the option to stop the payment from the activity screen on the desktop site (although the options to cancel or edit the payment will no longer be available). Funds from a stopped payment will return to the account in 1-3 business days. From the ‘Activity’ page, you will need to click ‘Stop Payment. You will need to confirm the stop by clicking ‘Stop Payment’ again. You will see that the payment has been stopped in your ‘Pending Activity’.

RESTRICTED HOLD IN COMPASS/ZELLE ARTICLE 6048 &6213 – Thank you for your patience. For security purposes, when initiating a P2P payment, customers may be required to verify a one-time passcode (OTP) or answer security questions before the payment can be initiated. Anything short of successfully answering all the questions, including the customer abandoning the questions, will result in a block on Zelle. Did you happen to receive a passcode or security questions?

WAITS FOR CUSTOMER RESPONSE Y/N

Thank you for clarifying. I certainly do apologize about the inconvenience this has caused. At this time impacted customers will be prompted to call the Contact Center for assistance. These Zelle inquiries are currently reviewed by our loss prevention department. You can give them a call, or I can create a case and request a callback. Please note current callback times are 1-2 business days. If you would like to call them loss preventions number is 1-877-344-2946. Their hours of operation are Monday – Friday 8:00am to 9:00pm ET. Also Saturday – Sunday 8:00am to 5:00pm ET.

ACCOUNT NUMBER INQUIRY: I can certainly help you with locating this information. When searching for your full account number, please open the Ally Mobile App and tap "Snapshot". Once you are there, please tap on the small grey circle with three dots enclosed. Then tap on "Account Details". This will provide you with a full list of details regarding your account. Your account number will show as a series of purple dots with the last four digits of your account number. Simply, tap on the purple digits and your full account number will populate.

MOBILE ALERTS- You can have custom alerts setup for your online banking. Ally offers customers the ability to receive custom email alerts and text message (SMS) alerts. On the Mobile App, you will need to click the 3 dots (Android) or info icon (iOS) from the top right corner of the Alerts screen to access your Delivery Options. Please know when our customer opts in to receive SMS alerts, you will receive a text message requesting you to reply "YES" to confirm your request and your mobile number. You will also receive a confirmation text message after replying "YES" to opt in verification.

APPLE PAY- TROUBELSHOOTING

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. You will need to contact our 24/7 Customer Care phone number is 1-877-247-2559 and they will transfer you to our call Mobile Wallet Support /Technical team for further assistance on verification at this time. They will be able to activate and verify your apple pay. Unfortunately this isn't a feature that has been extended in messaging at this time.

JOINT OWNER DBC- Thank you kindly for your patience. I can certainly help you with ordering your debit card today. However, I am unable to order a debit card for your joint owner. At this time, they will need to log into their own account online. If they have not created an account, I can certainly assist with navigation to creating an account. They can also call or chat in for assistance. Each account owner is eligible for one debit card per account. Currently a joint owner cannot order a new or replacement card for another account holder even if the joint owner is the spouse. I certainly do apologize about the inconvenience.

Joint OWNER DBC ISSUE- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly help you with any issues with your debit card. However, I am unable to assist with debit card issues for your joint owner. At this time, they will need to log into their own account online. If they have not created an account. They can also call or chat in for assistance. Each account owner is eligible for one debit card per account. Currently a joint owner cannot order a new or replacement card for another account holder even if the joint owner is the spouse. I certainly do apologize about the inconvenience.

JOINT OWNER DEATH/BENE INQ—I can certainly help you with this today. All joint accounts are accounts with right of survivorship. If one owner dies, the account will belong to the survivor(s). A joint owner cannot be a beneficiary (POD or ITF)

on their own account. Thank you for waiting. At this time a joint owner can only be removed from an account if they are deceased or declared incompetent by court order. A copy of the death certificate or court order must be provided with a Letter of Instruction. We are unable to remove a joint account owner for any other reason. However, our customers can choose to open a new account and have their joint account closed.

REMOVING JOINT- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I do apologize for the inconvenience. At this time a joint owner can only be removed from an account if they are deceased or declared incompetent by court order. We are unable to remove a joint account owner for any other reason. However, our customers can choose to open a new account and have your joint account closed. We can certainly close the joint account. I can then navigate you to opening a new account or you can call in and have a phone associate open a new individual account and close your joint account at the same time.

JOINT OWNER STATEMENT TAX INQ- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I do apologize for the inconvenience. I am showing you have a joint owner on the account who is primary. The primary owner is the one who receives the correspondence such as tax statements for your Ally accounts. At this time, they will need to log into their individual account and obtain the statements you are requesting. If they currently don’t have an online account one can be created. They can reach back out to us, and we can certainly assist with navigation to creating an account. They can also call or chat in for assistance.

RAISEYOUR RATE- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. Sure thing! Customers can raise their rate by the Ally desktop site at ally.com on either laptop or your mobile web browser not the app. If you are eligible for a rate increase, you will see a notification on the account details page for your 2 year or 4-year CD. To use your optional rate increase, you can: Click the ‘Raise Your Rate' button. Select ‘Yes - Raise It’ to confirm the request. You will be presented with a confirmation message while you remain on the account details page. The below message will no longer be displayed after you leave the page.

AAOA SECTION

AAOA- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can help you with adding an additional owner to your account. The person you are adding to your Ally accounts. Are they a new or existing Ally customer?

NEW AAOA: Sure thing! You and the new additional account owner will need to complete and return an Additional Account Owner Application (AAOA). Once we receive the completed form and the additional owner is approved, we will add the additional owner to the account. A signature card will be sent to the new joint owner if one was not submitted with the application. A letter will be automatically sent confirming the title change. You can find the form online by accessing the application in Ally Mobile by tapping on 'Tasks' and then tapping on 'Forms'. Any current account owner can sign the written request / AAOA form to add a new owner to the account. Completed and signed AAOA forms can be returned by secure messaging, fax, or mail. Your requested will be completed within 5 business days of receiving your request. If the change is successful, you will receive a letter of the change. You will locate it on the app by clicking on the task’s icon, scroll down to 8 more tasks then select notices once ready.

She may also want to send in a copy of driver license to include with the application to continue the process.

Once completed and her name has been added. She can create her own login and order checks and debit cards under her profile.

EXISTING- Sure thing, there are two ways that an existing customer can be added to another existing customer's account. Option 1: Via contact center associates. You can call into our center and have a phone associate add him. You both can call our 24/7 Customer Care phone number is 1-877-247-2559. We also have Option 2: Via Paper Form which is the application or a signed letter. Which would you prefer?

JOINT ACCOUNT OPENING-

Sure, thing there are two options to opening a new account whether individual or joint. Option 1: Via contact center associates. You can call into our center and open a new joint account. You both can call our 24/7 Customer Care phone number is 1-877-247-2559. Second option you can open it up right on the app. To open a new account and compare the rates for all our bank accounts, tap 'Explore' from the bottom of your screen and then tap 'View All Bank Products and Rates.' You can also do this on the desktop site at ally.com as well.

NEW ACCOUNT OPENING-

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. You can open a new account right on the app. To open a new account and compare the rates for all our bank accounts, tap 'Explore' from the bottom of your screen and then tap 'View All Bank Products and Rates.' You can also into our 24/7 Customer Care phone number is 1-877-247-2559. A phone associate can open a new account for you as well.

Online access setup- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. Each eligible account owner will have their own individual online access profile and online access credentials. They will need to visit the desktop site at ally.com and select "LOG IN" in the top right corner. The joint owner should see Create a profile to manage your account online. It will inquire the last name, date of birth and social to get started. This is how they will be able to set-up their online access. She can also call our 24/7 Customer Care phone number at 1-877-247-2559 to have a phone associate assist as well.

Account Details-

Hello this is Erika😊! Thank you for messaging with me today, here at Ally Customer Care. To compare the rates for all our bank accounts, tap 'Explore' from the bottom of your screen and then tap 'View All Bank Products and Rates.' To view your current interest rates just click on the account in question. You should see your balance in big bold letters. You should also see right under the circles manage, debit card then account details. You will want to select account details where you can view your current balance, current Annual Percentage Yield, Interest rate, Interest YTD (year to date), account and routing numbers, how many transactions you have left remaining if you have a savings or money market account. You will also see when your next statement is due and the names of the account owners.

LOCATING INTEREST ONLINE- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Please note your interest year to date is listed

at the very top of all your statements. You can locate your statements on the app by tapping on tasks at the bottom of the app, click on more tasks than statements.

To view your current interest rates just click on the account in question on the app. You should see your balance in big bold letters. You should also see right under the circles manage, debit card then account details. You will want to select account details where you can view your current balance, current Annual Percentage Yield, Interest rate, Interest YTD (year to date), account and routing numbers, how many transactions you have left remaining if you have a savings or money market account. You will also see when your next statement is due and the names of the account owners.

Account/ROUTING- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. To view your full account number just click on the account in question on the app. You should see your balance in big bold letters. You should also see right under the circles manage, debit card then "account details". You will want to select account details where you can view your current balance, Interest rate, Interest YTD (year to date), account and routing numbers. The Ally Bank routing number is 124003116.

EXTERNAL ACCOUNT LINK:

MANAGE EXTERNAL ACCOUNT –

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. How can I help you today? Are you inquiring about ACH bank to bank transfers? Are you able to log onto our full website to view your external accounts? The full site can be located on your laptop or mobile web browser by visiting ally.com. Once you are on the desktop site on your snapshot page look at the top you should then see transfers. Click on transfers for me please and to your right you should see your transfers listed where you can edit and or delete.

ECHECK GREETING:

Hello this is Erika! 😊 Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Sounds like you are inquiring about an echeck deposit.

ECHECK MISSING INFORMATION- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly help you with your e-check. Checks should be made out to match the name(s) on the account. Each check being deposited must be endorsed with the customer’s signature and "for mobile deposit only”. Please ensure it matches your first and last name that is on file with us. You will want to ensure the signature is listed, the date and the amount written out completely on the deposit.

ECHECK TRUST: Checks deposited to an account for a trust, should be signed by the trustee, using their own name and signature.

ECHECK REJECT: Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Sounds like you are inquiring about an echeck deposit. Unfortunately, I am not showing this echeck pending or posted at this time. Sounds like the echeck may have

been rejected. Once an echeck rejects our customers are notified through your personal email we have on file with the rejection reason. Once you have corrected this error you may then correct the issue and re-deposit immediately after notification of the rejected item.

ECHECK REJECT-REFER TO CHECK MAKER

Unfortunately, I am not showing this echeck pending or posted at this time. It appears the echeck may have been rejected. Once an echeck rejects our customers are notified through your personal email we have on file with the rejection reason. It was rejected due to missing information from the check maker. The Drawer is considered the maker of a check. The account owner of the check also known as “Maker”.

The person who wrote the check may have forgot to sign it or an unauthorized person signed the check. If the maker does not know why the item was returned, the maker should contact their own bank for the reason. At this time, we cannot obtain the reason for return from the maker's bank, only the maker can get this information. No worries once the issue has been corrected. You can re-deposit again for processing.

ECHECK NOTIFICATIONS: Once your echeck has been submitted you will receive an email notification. You will receive an email confirmation of your eCheck deposit, typically within 5 minutes of submission. This email simply acknowledges the transaction and sets expectations of next steps.

ECHECK ACCEPTED- Successful deposits: Are you able to check your personal email we have on file for you, while I load my echeck system? You will be able to locate your echeck deposits correspondence email. There was an echeck correspondence email sent informing your echeck deposit. These emails are typically sent once at the end of the day (usually between 11:00pm and 1:00am ET, depending upon day-end processing completion). This email will provide the following details for each deposited item. Last 4 digits of the deposit account, date your funds are due to deposit, and funds availability date, deposit reference number and Deposit amount and if any holds are applied.

ECHECK ACTIVITY- Sure thing once you submit your eCheck deposit, you will see a record of the transaction on the 'Activity' screen of the eCheck page or in Activity in the mobile application. You will then be able to view the status of your eCheck by reviewing 'eCheck Activity'; one of 3 statuses will be listed. You will see Submitted: Item is still under review'. Rejected: Item was not accepted; the image and reason for rejection will be provided. Or accepted which means successful deposit.

ECHECK APP NAVIGATION-

Sure, thing to see your check deposit activity. On the Ally app click on the task’s icon at the bottom of the app, scroll down and select bank activity. Once on that screen you should see scheduled history. Select history and select deposits.

APP BILL PAY NAVIGATION- Sure, thing to see your check deposit activity. On the Ally app click on the task’s icon at the bottom of the app, scroll down and select bank activity. Once on that screen you should see scheduled history. Select history and select deposits.

ECHECK HOLD/ TURNAROUND TIME

Thank you kindly for waiting. I am showing an echeck was deposited for $---------------. I am showing the echeck deposit was successful. These funds won’t be made available until ----------. When customers deposit checks via mail or eCheck some portion or all those funds may be held. A check hold will be applied to each individual check that is deposited. A ‘Normal’ check hold is any check hold that is applied for 2 business days or less.An ‘Extended’ check hold is any check hold that is applied for more than 2 business days.

You are seeing the difference of available and current balance. Your available balance is the amount you can spend right now. Current balances include all your money, including all available funds plus funds that are being held.

Extended hold echeck inquiry- If an extended hold is placed on your check. You would've received an email that provides the reason for the extended hold and the funds availability schedule for the deposit. These echeck correspondence emails are sent directly to the email address we have on file.

The $300 availability applies to each check in the deposit (includes deposits via eCheck). You can see our full Funds Availability policy, starting on page 24 of the Deposit Agreement, for more information.

Check Holds

· If an extended hold is not placed on the check, a normal funds availability schedule will be applied. Up to $300 will be made available on the 1st business day after the deposit is posted to the account. Up to $24,700 will be made on the 2nd business day after the deposit is posted to the account. If an extended hold is placed, the funds will be made available on the 5th business day after the deposit is posted to the account.

· There are multiple reasons that an extended hold would apply. For example, the value of the check deposited is over $25,000.00, the account has repeated overdrafts or the check being re-deposited was previously returned unpaid. For your protection and ours, if we have reasonable cause to doubt the collectability of the deposit, it could cause an extended hold. Please keep in mind that if there is an emergency condition, such as failure of computer or communications equipment, this could also cause the delay.

· The Ally Bank check hold schedule can be found in the Ally Bank Deposit Agreement. Your funds are due to be released on----------------. For eCheck deposits, a risk review determined that there is potential that the item would not be paid; as such, we must allow additional time for the item to clear.

When a customer deposits a check, a financial institution does not immediately receive the proceeds and as such, assumes the risk that the item may not be paid (cleared) by the financial institution on which the check is drawn. To help mitigate the loss from a returned item, the financial institution may place a hold on the funds.

Holds are known as "delayed availability". This means that a depositor does not have immediate access to the funds they deposit. Regulation CC allows financial institutions to hold funds for some types of deposits based on the risk of nonpayment of the item. The hold and deposit types and related availability will be addressed in subsequent pages of this training.

ACCOUNT CLOSURE SECTION-

CLOSING ACCOUNT ATTEMPT TO RETAIN:

Hello, my name is Erika! I’m sorry to hear that we are losing you as an Ally customer. Please note currently 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. I can also provide more information on all other banking products we offer. If I haven’t changed your mind to stay with us. I can certainly proceed with your request.

PARTAL ACCT CLOSURE-Hello, my name is Erika! I’m sorry to hear that you’re closing an Ally account. Please note currently 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. I can also provide more information on all other banking products we offer. If I havent changed your mind to stay with us. I can certainly proceed with your request.

Can you confirm the last 4 of the accounts that needs to be closed?

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 closed?

REMAINING BALANCE: Can you please advise how the remaining funds will be sent if any interest is owed to you. Please note 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. Even when the balance is $0, and all have funds have been moved. Since we compound interest daily. We must inquire in the event any interest is owed to you when deposit operations calculate interest. How would you prefer it be sent to you?

CLOSING ACCOUNT REQUEST FINISHED- Thank you for your patience. I have requested to have your account ending inclosed. Your reference number is____. Please allow 1-2 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?

FEES-

FEE REFUND: I can certainly help you with inquiring about a fee refund. I do apologize this has happened. Allow me a moment to review your accounts. I will then forward your request to my management team for approval. If your request is approved, it can take up to 3 business days for the credit to be applied. I will return to you within 5-6 minutes.

DENIED FEE REFUND- Thank you kindly for your patience. I have received your fee refund request back from my management team. At this time your refund request has been denied. We were not able to approve due to multiple fee refunds issued on the account within a rolling 12-month period. I certainly apologize I was unable to have this request approved for you today.

APPROVED FEE REFUND- Thank you for your patience. I have received your fee refund request back from my management team. Great News! Your fee refund has been approved. You will see your credit returned to your account within 3 business days. I am happy I was able to help have this issue resolved for you today. Will there be anything else I can help you with today?

EXCESSIVE FEE INQUIRY- As part of Ally's COVID-19 response, Ally is refunding all excessive transaction fees until further notice. The fee will still show up on your account. However, it will be refunded in 1 business day automatically.

Overdraft Transfer: I can certainly help you setup overdraft transfer service. You can set up Ally’s Overdraft Transfer Service (OTS) via the mobile app. Please go to the Interest Checking Account via the Snapshot page. Beside the account, please click on the 3 vertical dots, then click on "Account Details." Next, please click on "Overdraft Transfers."

BILLPAY-

Hello this is Erika! 😃 Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Unfortunately, currently you are unable to setup billpay through the mobile app. You can maintain it through the mobile app once it set up.

You can visit the desktop site at from the Ally.com (or secure.Ally.com). You can do this on your mobile web browser or laptop. Once logged on click on payments and select billpay.

OFFICIAL CHECK INQUIRY- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can help you with obtaining an official check. Our official checks are the same as cashier’s checks they are both bank certified checks. At this time official checks can only be sent to the address we have on file for you. We can have checks made payable to you or payable to a 3rd party. We currently offer two turnaround times for official checks. We offer our standard and expedited shipping. Our standard turnaround time is 7-10 business days. Our expedited shipping comes with a $15 fee. Please note expedited official check requests submitted before 2:00pm ET Monday through Friday, excluding Federal Holidays, will be delivered within 2 business days. Requests submitted on or after 2:00pm ET Monday through Friday, excluding Federal Holidays, will be delivered within 3 business days.

If you wish to proceed. Please confirm your mailing address for me please. I will also need the name of the payee, the amount the checks need to be drawn for. Finally, please confirm the last 4 of the account the funds are to be deducted from and which shipping method do you wish to select?

Thank you for your patience. I have created an official check request in the amount of $--------. Your check will be made payable to ---------------------- .You have selected -------------shipping to be delivered to ------------------------------------------------------------------ Your confirmation number is ----------------. Does this information look correct to you?

CD CLOSURE AOS NAVIGATION- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can walk you through if you would like to switch to desktop. Once you get on the desktop site. At the top you should see deposits, manage CD’s, manage IRA'S. Click on the manage CD's a drop down of all your CDs should be available. On the left-hand side, you will see renewal options,

interest disbursement and early withdrawal. Select early withdrawal and the prompts online will walk you through either check or have the funds sent to another Ally account or linked external accounts.

OPENING CD- INTERNAL FUNDING

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. Yes, you can fund your CD using your savings. It may be better if you complete it via the desktop site so you can have a broader experience. You can visit the desktop at ally.com on laptop or your safari browser. Once you get on the desktop site. At the top you should see open an account. Once there select your CD and your TERMS select open account. This will take you to funding your account and from there you can select your savings.

Failed bank TRANSFER

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Sounds like you’re inquiring about a bank-to-bank transfer.

Unfortunately, the department that handles these requests are closed today and Monday as well due to a federal Holiday.

DBC DECLINE- INSUFFIENCET FUNDS

Understood thank you. Please be sure to check your email as well. I was able to speak with my deposit operations team and how it was advised to me. You have the balance of 57.48 in your account currently. However, with a savings account. Federal regulations limit certain types of telephone, check, and electronic transfers and withdrawals from Online Savings Accounts to 6 per monthly statement cycle. Once the limit is exceeded, there is a $10.00 fee for each additional withdrawal. At this time, you have hit your monthly limit in your statement cycle. So, when you are transferring that $56 dollar at this time you will need to include that $56 plus that $10 fee since your limits have been exceeded. Any transfer at this time will have that additional charge until your statement cycle resets.

Loan inquiry

Hello this is Erika😊! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Unfortunately, we don't offer personal loans. We're always working on new ways to help you meet your financial goals. We're always working on new ways to help you meet your financial goals, and we'll send updates when we offer new services in the future.

CONTACTLESS DBC- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. Once you have a physical debit card you can certainly link it to your apple wallet and make contactless payments at stores that participate.

CREDIT CARD INQUIRY- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Unfortunately, we don't offer a credit card. We're always working on new ways to help you meet your financial goals, and we'll send updates when we

offer new services in the future. TD Bank, N.A., is the issuer and servicer of the Ally Cashback Credit Card, as of February 14, 2020.

BONDS

Hello this is Erika😁! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Unfortunately, we don't offer or accept savings bond or treasury bonds. We're always working on new ways to help you meet your financial goals, and we'll send updates when we offer new services in the future.

Wires

Please note you can track your wire status on the desktop site at ally.com by clicking on status tracker. You will also receive email alerts regarding the status of your wire. These alerts will provide more information to you about your wire requests and status as they are processed. Please ensure your email and, best contact number is updated as this is how the wire department will contact you and send updates. You can view and update your contact information on the mobile app by clicking on the profile icon on the Ally app. You will be able to update your mailing address, email, and phone number as well if needed.

I can certainly help you with your wire inquiry today. I am currently showing your wire is in que to be sent out by the end of business today.

I can certainly help you with you with your wire inquiry today. I am showing your wire is currently being reviewed by our loss prevention department. Please note since your wire request requires review by Loss Prevention, they may need up to 4 hours to complete their research. As needed, they may attempt to contact you. Wire forms are reviewed by Deposit Operations and/or Loss Prevention for fraud prevention purposes. I do apologize about the inconvenience this delay has caused. We know your time is valuable and want to have this taken care of as soon as possible. Can you please provide a good call back and email please that our team can reach you?

· When a wire is requested, it is not an immediate transfer. A review and verification need to take place. The review begins within 1-2 hours after you’ve submitted your request. An extended review may take up to 4 hours to complete, but it is usually much faster. Especially with high dollar amounts, we may need to reach out to verify information with you to ensure the wire sends correctly. If your wire has been requested and fully verified before 3:00 PM ET, it will send on the same business day. If it is verified after 3:00 PM ET, it would send on the next business day.

· Please go to the main page of your account. Click on "Transfers." On the "Transfers" page, please click on "Send a wire." This is found on the right side of the page.

PROFILE UPDATE- Hello this is Erika😊! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. You can do this on the mobile app. Please click

on the profile icon at the bottom of your app then click on view and edit contact information. You will be able to update your mailing address, email, and phone number as well if needed.

ENROLLING ALLY ACCOUNT

Yes, you will need to visit ally.com on his phone or computer. You will then need to click on Log In, this will be in the top right-hand corner. There will be an option in small letters that says Enroll in Auto or Bank and Invest online services. Please select Bank. Once this option has been selected it will take you to a page that ask for you first and last name, social and date of birth to verify the account information. 😊

ADD BENE INQUIRY

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. I can also assist with navigating you on the desktop site how to add beneficiaries electronically. You will need to visit the desktop site at ally.com on laptop or mobile web browser. Once on the desktop site you will see profile and settings in the top right-hand corner. Hover over profile and settings scroll down and select beneficiaries. We also have the forms you can locate on the mobile app. To locate our beneficiary designation forms. To find our general forms, just tap on 'Tasks' then 'More Tasks' then 'Forms.'

VERIFICATION

Thanks for waiting. You are needing assistance with apple pay verification. If you are receiving a message to to complete verification. Please contact our Mobile Wallet Support at 1-844-543-5816. Their hours of operation are 8:30am - 11:00pm, 7 days a week. Please note, in certain situations, additional verification is requested in the enrollment process. They will ask some additional verification questions to verify your identity.

ETIN CERTIFICATION- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care To certify online you will need to log into the desktop site at ally.com. You can only do this on a laptop/computer not the app or mobile web browser. Any existing customer who has not certified your TIN will see an iBubble message displayed upon login prompting you to certify your TIN and backup withholding status. If you haven’t created your own account login you will need to do so at this time to utilize this feature.

After clicking the link in the iBubble, you will be taken to the 'Request for Taxpayer Identification Number and Certification' page on the desktop site.

You will need to enter your TIN, select your backup withholding status, and click 'Certify'. If this method doesn’t work, there is a form on the account you can obtain and have It sent back to Ally.

New customer site navigation tips-

I see that you’re a new customer as well. Welcome to the Ally Family! 😊You can also learn more things to do in the app just click on the question mark icon in the top right corner near your battery icon.

REOPEN ACCOUNT

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Thank you for your patience. I have submitted a request to have your -------------------account reopened. It looks like it was closed due to lack of funding. If funds are not received within 30 calendar days of account opening, the account will be systematically closed on day 31. However please be sure to fund the account within that timeframe. Please allow 1-2 business days for this to be completed. Your reference number is -------. Does this solve your inquiries for today? May I assist with anything else while you have me?

NEG BALANCE/DBC SUSPENDED-

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. I am showing your debit card was suspended due to a negative balance. When an account remains overdrawn for 10 business days or more, Ally will place restrictions on the account and temporarily deactivate the debit card. I am showing all accounts are now positive, your debit card is now active and ready for spending. My apologies for the inconvenience.

I am unable to make the card active again until all account balances are positive. Once the balance has been cleared, I can make your debit card active for use.

OVERDRAFT TRANSFER INQUIRY-

Hello this is Erika! 😊 Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Sounds like our overdraft transfer kicked in some transactions here. Are you able to follow the transactions to see which account they went into on the app? You should be able to click on the account the funds left from, and it should show an account number to where the funds went. Can you confirm the transaction dates in question?

I am showing a $100 transfer from account ending in 9639 on 2/3. Looks like account ending in 9640 went into the negative and overdraft kicked in. Your savings account is currently linked to your checking account for overdraft protection at this time. The TFR is short for transfers and the numbers listed is the account number the funds were transferred into. No worries we got you covered!

TRANSFER EDIT AMOUNT IN AOS-

Hello this is Erika! 😊 Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Are these transfers to external accounts? Also are you able to switch over to the desktop site at ally.com you can do pull this up on laptop or your mobile web browser. I can certainly navigate you through.

Perfect thank you! Once logged in you should see your main page called the snapshot page where you have a view of everything. You should see transfers tab at the top then you will see a drop-down box. Please select bank transfers for me. You should see the option to make a transfer and underneath you should see activity. Beside your recurring transfer you should see the amount then view/edit. Select Edit recurring plan change the amount then click submit.

DBC ACTIVATION

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with

number on file and activate your new card and make your PIN selection. Our debit card activation and pin change line is the following: 833-414-4855.

When our customer calls the IVR, you are prompted to enter your debit card information. If the information is correct, you are prompted to enter your debit card expiration date, the debit card CVV code (3-digit number on back of card), and the last four digits of the Social Security Number. If this information is correct, your debit card is activated, and you are prompted to select a PIN. If this information is incorrect, you are transferred to Ally phone associate.

DBC PIN RESET-

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Our customers can change the debit card PIN via IVR. When you the IVR, you are prompted to enter your debit card information. If the information is correct and you are calling from your phone number on file, the customer is prompted to select a PIN. You don't need to know your debit card PIN to change the PIN using the IVR. You can do this by calling our debit card activation and pin change line the number is 833-414-4855. If you call from a different phone number, the IVR will ask a series of security questions before allowing the customer to change their PIN.

CUSTOMER UNABLE TO RESET PIN- DEBIT CARD PIN RESET- Thank you for your patience. I can certainly assist with resetting your debit card pin. I will need to complete an authentication procedure. Can you confirm your contact number for me please? I will be sending a onetime pin code to your mobile number on file. I will also need the last 4 of your debit card along with the expiration date as well.

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. My apologies for the inconvenience on this. An issue has been identified with both desktop and the Mobile App intermittently unable to display accounts for some customers. Internal teams are aware of the issue and working to resolve it. there is not currently an estimated time for resolution. We’re working to figure out why we can’t show all your account info right now. Rest assured; your accounts are here (even though you can’t see them). We ‘re on it, so everything should be up and running again in a bit.

ID THEFT TALKING POINTS

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. My apologies this happened. Ally takes customer security very seriously and have customer authentication protocols in place to protect our customers. Please pay very close attention to any unusual activity on all your bank accounts and debit / credit cards. You can stay on top of transfer activity or changes to your profile and security settings desktop site by clicking on your name and then 'Alerts’. We also have a very robust security center on Ally.com with more information on how customers can protect themselves –we encourage customers to visit the Security Center at www.ally.com/security.We also suggest that our customers regularly change their passwords. Ally offers its bank customers Webroot Secure Anywhere and anti-virus and anti-malware software. Immediately report any unauthorized transaction, error, or suspicious activity by calling us at 1-877-247-ALLY (2559).

If unauthorized activity occurs, it is important to report any identity theft incidents as quickly as possible to at least one of the three major credit reporting bureaus so a fraud alert can be placed on their credit report. We can close any debit cards that are active and issue new debit cards as well. You can create a new email contact information and update it on the app. Just click on the profile icon at the bottom of your app then click on view and edit contact information. You will be able to update your mailing address, email, and phone number as well if needed.

Overdue Message Assisted- Hello this is Erika! 😊Thank you for messaging with me today, here at Ally Customer Care. We certainly apologize for the high volume we are experiencing currently. It appears we missed your conversation in messaging, but showing you were able to obtain phone support! No worries we are not always this busy and working to get the volume back down soon. If you need anything else let us know! Thanks for messaging with me today, here at Ally Customer Care. We're available 24/7 by phone our 24/7 Customer Care phone number is 1-877-247-2559. You can chat and message if you need assistance. Have a Terrific Tuesday! ✨

Fraud Alert- Phishing

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. Are you able to confirm the last 4 digits of your debit card that was included in correspondence? Please advise the date and or amount of transaction please. Are you also able to confirm the text number or email the message was sent from? Did you respond to the alert by chance? Please don’t open or respond if you feel this is phishing. Our alert messages are sent from the short code 67996. Our SMS Alerts are sent from the short code 25598.

An automated call is made to the customer’s home phone on file.

An email is sent from donotreply@fraud-alerts.ally.com to the customer’s email address if there is no mobile phone listed. The mobile number cannot receive the text. Or customer does not respond to the text in 1 minute.

Common characteristics of Phishing and Smishing include:

· A request for personal information – Ally will never request information from a customer in an email.

· A sense of urgency – demands immediate action. Be wary of emails and text messages from unknown sources and to avoid altered links and phone numbers within the message itself. If you saved the email or text, please delete it to remove it from your hard drive and forward it to abuse@ally.com. Our rigorous authentication procedures are in place for the safety and security of their accounts and personal information.

· We are doing our own due diligence to ensure that no unauthorized persons have access to that information.

DEPOSIT FOR MINOR- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. To have funds deposited for a minor you would need to open a custodial account. Checks made payable to a minor only if being deposited into a custodial account in the name of the minor. Ally does not accept checks made payable to a minor submitted for deposit into a non-Custodial account by mail or eCheck. However, checks made payable to a minor can be deposited via eCheck into a Custodial account in the name of the minor. Checks can be payable to either the Custodian or the Minor if endorsed properly.

If payable to the Minor:

Line 1: [Minor’s name printed]

Line 2: Minor by [Custodian’s name signed], parent/guardian

-OR-

Line 1: [Minor’s name printed], Minor

Line 2: [Custodian’s name signed], Custodian

If payable to the Custodian, only the Custodian’s signed name is needed.

If payable to both with their roles listed (i.e., “Pay to the order of John Smith Custodian for Jane Doe UGMA”):

[Custodian’s name signed] CUST For [Minor’s name printed] UGMA or UTMA

CHECK STOP REQUEST- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your check stop today. Please note there is a onetime $15 fee applied to each check stop. Stop payments are effective immediately upon being entered into the system, but Ally has a reasonable period to act on the stop payment. There is no fee to delete a stop payment. The original stop payment fee is not refundable when the customer requests the stop to be deleted. To begin with a stop payment request If you’re stopping a single or multiple checks. I need Check number, check amount, check payee and check issue date. If for the entire checkbook. I need the beginning check number and ending check number.

SAVINGS BOND DEPOSIT- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. Unfortunately, we don't accept savings bond via mail or echeck service. We're always working on new ways to help you meet your financial goals. We're always working on new ways to help you meet your financial goals, and we'll send updates when we offer new services in the future.

SETOFF HOLD- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I am showing your funds in the amount of $499.35 were placed on hold due to an overdraft on account ending in 7468 for $500. I can request that a member of management review and remove the hold. However, I would need permission to move the funds that are being held to the account that has a negative balance to resolve the balance. If you wish to proceed, please confirm so.

LIMIT INCREASE-INSUFFICENT BALANCE

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your inquiry today. I certainly apologize for the inconvenience here. To increase your debit card limit, the available account balance must be equal or greater than the requested limit amount, so the process cannot be completed until a deposit is made to increase your available balance.

AUTO CASH BONUS-BEFORE 30 DAYS- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. I am showing your 1st eligible deposit was made on 9/19/2022. According to the email that was sent out regarding the bonus. It advised that Bonuses will be paid within 30 calendar days after receiving the qualified direct deposits. If the customer followed the enrollment and eligibility requirements, Ally would pay the bonus to an Ally Bank Interest Checking or Online Savings Account you own. The new, eligible Ally Bank account must be open and in good standing at time of the bonus payout to receive the bonus.

AUTO CASH BONUS 30 DAYS PASSED- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. I am showing your 1st eligible deposit was made on -------------. According to the email that was sent out regarding the bonus. It advised that Bonuses will be paid within 30 calendar days after receiving the qualified direct deposits. If our customer followed the enrollment and eligibility requirements, Ally would pay the bonus to an Ally Bank Interest Checking or Online Savings Account you own. The new, eligible Ally Bank account must be open and in good standing at time of the bonus payout to receive the bonus. I am showing all requirements have been met but we are passed your 30 days deposit. At this time, I will need to create a case to have this reviewed by our promotions team who can provide a better turnaround time on when funds will deposit. They will typically contact you within 7 to 10 business days with further information, but due to higher-than-normal volume and popularity of this promotion, we are seeing delays in processing. Please know these requests are at our highest priority to complete and we greatly appreciate your patience.

CASH BONUS PROMO ELIGBILITY- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your cash bonus questions. At this time, we are unable to confirm your enrollment, however once enrolled successfully you will automatically receive an enrollment confirmation email as well. If this email isn’t in your inbox, please be sure to check your junk/spam folder. The enrollment confirmation email will be triggered automatically whenever our customers complete enrollment by 10/21/22. This email confirms the email address used to enroll and, clarifies that the enrollment email must match the customer’s email on file with Ally. It provides information on the funding period (through 10/31/22). Clarifies that cash bonuses only apply to new money moved from another financial institution to an eligible Ally Bank account.

CASH BONUS PROMO PARTICPATION- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your cash bonus questions. To participate, our customer must either. Open an Ally Bank Online Savings account, Money Market account, or CD account, using offer code getpaid by 10/21/22. Second option is to enroll at ally.com/customer-getpaid by 10/21/22. Please note existing customers who enroll must do so using the email address listed on their Ally Bank customer profile. You will need to move at least $1,000 in net new money from an account at another financial institution into an eligible Online Savings account, Money Market account, or new CD by 10/31/2022. Keep the new funds you deposited in your eligible Online Savings account, Money Market account, or CD through 1/15/2023. Also keep at least one Ally Bank account open and in good standing until we deposit your bonus, on or by 2/15/2023. Funds can be transferred internally to another qualifying account during the retention period. After the retention period, funds can be withdrawn without affecting the bonus amount BUT an eligible account must remain open until the bonus is paid. Also, there is no minimum account balance or minimum to open, but to be eligible to receive the $10 minimum cash bonus the net new funds must be at least $1,000. You can also access offer details online at ally.com/getpaid. Terms & Conditions are available at ally.com/content/dam/pdf/corporate/offercode/getpaid.pdf.

BONUS DEPOSIT AMOUNTS- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your cash bonus questions. Currently the minimum bonus amount is $10. To earn a $10 bonus, the customer would need to deposit $1,000 and keep the funds in an eligible account through the retention period. The maximum bonus amount is $500 per customer. To earn a $500 bonus, the customer would need to deposit $50,000 and keep the funds in an eligible account through the retention period.

AUTO CUSTOMER- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. My apologies, but I’m only able to answer banking-related questions and don't have access to Ally Auto information. My apologies, but I’m only able to answer banking-related questions and don't have access to Ally auto information. Ally Auto Finance is available by phone or chat Monday through Friday from 8 am to 11 pm ET and Saturday from 9 am to 7 pm ET. You can reach them at 1-888-925-2559. Any associate will be more than happy to assist you. Ally Auto customers can get help with their auto loan via chat during the customer service hours of operation. If an Ally Auto chat representative is available, the "chat with us" option will be listed at the top of their screen, near the search box. Customers can access their Ally Auto profile: Through the Login Widget by clicking the dropdown and then selecting ‘Auto Login’. Through the Ally.com storefront from the 'Auto' dropdown: Click 'Manage Your Account ‘Click 'Log into your account now' .

CASH BONUS EMAIL NOTICES-

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your cash bonus questions. After you have enrolled into the bonus program successfully. You should’ve received and enrollment confirmation email. Please be sure to check your junk/spam folder as well. After this email you will receive a total of 4 emails confirming the next steps of the program and updates.

Account Confirmation- The account open confirmation email will be triggered automatically when a customer opens an account using offer code getpaid.

“Balance Build / Last Chance”- This email will be sent on or about 10/28/22 (after the end of enrollment and before the end of the deposit period). This email confirms that the funding period is ending soon

(11/4/22) and that you can still make deposits to maximize your bonus. Also confirms the email address used to enroll. The 3rd email “Funding Period is Over + Retain Funds” this email will be sent on or about 11/1/22. Informs our customer that that the funding period has ended, and your bonus is being calculated. Informs our customer that to receive a bonus you must have made deposits to an eligible account before 11/4/22. Our last email “Fulfillment Notice” the final email will be sent on or about 02/15/23 to all customers who received a bonus payout. This email informs our customer of your bonus amount and, to which account to which it will be deposited.

Custodial accounts-

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you opening an account for a minor. To open an individual account, we do have some requirements to open an account with Ally. You must be a citizen or a legal permanent resident of the U.S., be at least eighteen (18) years old, have a Social Security number or Taxpayer Identification Number and a U.S. Street address (not just a P.O. box). No worries for the little ones we offer custodial accounts.

Please note the minor cannot access or act on the account. The Minor is entitled to receive the funds when they reach the age of majority for their state of residence.

It is an irrevocable gift of money made by opening an account in the name of a Minor and naming a Custodian for the Minor under the UTMA or UGMA, or similar state law. Commonly referred to as an ‘UTMA’, ‘UGMA’, ‘Custodian account’ or ‘Custodial account’. The Minor is the primary account owner, but they have no access to the funds or account information. The Custodian acts on behalf of the Minor.

EDDIR NOT ELIGIBLE-

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. My apologies I am not showing where you are eligible to receive early direct deposits currently. No worries, we will send you a notification when your account becomes eligible for early direct deposit.

BUT I GOT AN EMAIL ABOUT IT?

No worries let’s recheck the email you received. Can you pull up the email again for me? It could have been and introduction email introducing it to our customers updating every one of our new features. To be eligible for early direct deposit. Customers must have an Interest Checking account. We're always working on new ways to help you meet your financial goals, and we'll send updates when we offer new services in the future. To be eligible our customers must have received 2 direct deposits to your Interest Checking account within the past 6 months. Please note the qualifying direct deposit does not have to be from the same employer, you will remain qualified if they have received 2 eligible payroll deposits in the past 6 months. Keep in mind that not all payroll sources are eligible, we may not process every direct deposit early. You can also utilize existing deposit alerts to monitor early direct deposit as well.

EDDIR ELIGBLE BUT DEPOSIT HASN’T POSTED- My apologies for the delay. I am showing you are eligible for early direct deposits currently. Please note that all direct deposit types are eligible, and we may not process every eligible direct deposit early. Also, direct deposits may be posted at various times throughout the day dependent on when ACH information is provided to Ally.

How do I know if I’m eligible for EDDIR- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your direct deposit inquiry today. You can view early direct deposit eligibility via our desktop site at ally.com. Under ‘Account Details’ in the ‘Early Direct Deposit’ field. You can view early direct deposit eligibility via the mobile app: Under ‘Account Details’ in the ‘Early Direct Deposit’ field. Please note this feature is only visible if the account is eligible for Early Direct Deposit. A banner will also indicate when at least one direct deposit has posted early.

MONEY ORDER DEPOSIT- Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. Unfortunately, at this time money orders cannot be deposited on the app. However, we are happy to accept money order deposits sent via postal mail. Mailed deposits should be made payable to you, match the way that your name is listed on the account, and be endorsed on the back. No worries we’re always working on new ways to help you meet your financial goals, and we'll send updates when we offer new services in the future.

I have a debit coming out of my account. I want to make sure that this payment goes through without any hold ups. How can I do that?

Hello this is Erika! Thank you for messaging with me today, here at Ally Customer Care. I can assist you with your inquiry today. The best way to ensure the debit goes out properly is to ensure the balance is sufficient and that you provide the correct account and routing numbers. If that information matches up exactly and the funds are there. You will have no issues with the ACH payment. I am not showing any restrictions on the account, or anything that would hinder a debit or credit to your accounts.

HOW CAN I MOVE MONEY?

Here are some similar phrases:

“It's my pleasure to be of assistance.”

“I'm glad to be of service.”

“I'm here to help.”

“I would be delighted to help.”

“Let's make things right.”

“We'd be happy to make things better / right.”

Hello this is Erika with Ally bank leadership team! Thank you for messaging with us today, here at Ally Customer Care. I am showing you are needing some management assistance today. I show there is some misinformation about the turnaround time your debit card was ordered. I certainly do regret our previous agent wasn’t clear in the process of ordering a debit card. I was able to review the conversation and, will be sure to send the interaction over to their management team for additional coaching on message handling. I see you were able to go online and order a new debit card yourself. Is that correct?

CANNED RESPONSES (JONATHON VERSION) My canned responses for DBC maintenance KA (remember that articles get updated so not everything here may be up to date)

Activation (No IVR Issues) - I would be glad to walk you through activating your Debit Card [insert customer name]. The best way to activate your Debit Card is by contacting the Activation Line (phone number 833-414-4855) while in possession of your card.

Activation (IVR Issues) - I am sorry for the inconvenience you are experiencing with activating your Debit Card [insert customer name], I would be happy to try and help you resolve that matter.

Activation (Reissued Card) - I see your card is a reissue of a previous card, and you can activate your card by using your card to complete a transaction using your PIN.

Activation (Manual) - I can try to manually activate your Debit Card for you today, if you would like.

Activation (Manual Verification) - For me to do so, can you please verify the Last 4 Numbers and Expiration Date of the Debit Card you are trying to activate?

Activation (Manual Verification Pass) - Thank you for verifying that information for me [insert customer name]. I am processing your request now, please allow me [insert hold time] minutes to complete your request.

Activation (Manual Complete) - Thank you for your patience [insert customer name here], I have activated your Debit card. Please just be advised that you will still need to set your PIN. Until the PIN is created, the Debit Card can be used to initiate signature authorized and internet authorized transactions but cannot be used for PIN authorized transactions.

Activation (Manual Verification Fail) - Thank you for that information [insert customer name]. I was not able to locate a Debit Card in your name using that information, can you please confirm that you have the Debit Card in your possession at this time and that the Debit Card is in your name?

Activation (Card Not in Possession) - I am sorry [insert customer name], but I can’t complete your request without the Debit Card being in your possession to verify the card information. Can I assist you with anything else today?

Activation (Name Mismatch) - I am sorry [insert customer name], but only the Debit Card owner can activate the card. Please have the Debit Card owner contact us to complete the activation process. Can I assist you with anything else today?

PIN Change (No IVR Issues) - I would be glad to walk you through changing your Debit Card PIN [insert customer name]. The best way to change your Debit Card PIN is by contacting the Activation Line (phone number 833-414-4855) while in possession of your card.

PIN Change (IVR Issues) - I am sorry for the inconvenience you are experiencing with changing your Debit Card PIN [insert customer name], I would be happy to try and help you resolve that matter.

PIN Change (Manual) - I can try to manually change your Debit Card’s PIN for you today, if you would like.

PIN Change (Manual Verification) - For me to do so, can you please verify the Last 4 Numbers and Expiration Date of the Debit Card you are trying to change the PIN for?

PIN Change (OTP) - And for security purposes I will need to send you a One Time Passcode (OTP) via text message for verification. The phone number must be a U.S. number and can’t be a VOIP/Internet based number. Do you have a number that you can receive the OTP to?

PIN Change (OTP Fail) - Unfortunately since we did not complete the OTP security procedure, I will not be able to complete your request at this time. I will relay your request to one of our specialist representatives, who will review the request and contact you directly within 1 – 2 business days.

PIN Change (Manual Verification Pass) - Thank you for verifying that information for me [insert customer name]. I am processing your request now, please allow me [insert hold time] minutes to complete your request. Please be advised that once complete, your Debit Card’s PIN will be set to the Last 4 Numbers of your Social Security Number.

PIN Change (Manual Complete) - Thank you for your patience [insert customer name here], I have changed your Debit Card’s PIN. Your Debit Card’s PIN is now set to the Last 4 Numbers of your Social Security Number.

PIN Change (Manual Complete, No IVR Issues) - For the security and safety of your account, we strongly encourage you to change the PIN to a different number using the Debit Card Activation Line (phone number 833-414-4855) at your earliest convenience.

PIN Change (Manual Verification Fail) - Thank you for that information [insert customer name]. I was not able to locate a Debit Card in your name using that information, can you please confirm that you have the Debit Card in your possession at this time and that the Debit Card is in your name?

PIN Change (Card Not in Possession) - I am sorry [insert customer name], but I can’t complete your request without the Debit Card being in your possession to verify the card information. Can I assist you with anything else today?

PIN Change (Name Mismatch) - I am sorry [insert customer name], but only the Debit Card owner can change the card’s PIN. Please have the Debit Card owner contact us to complete the activation process. Can I assist you with anything else today?

PIN Counter Reset (Opening) - [insert customer name] it looks like you have entered an incorrect PIN too many times while attempting to use your Debit Card. We will need to reset your PIN attempts for you to use your Debit Card for any further PIN transactions. Would you like to do so with me now?

PIN Counter Reset (Manual Verification) - For me to do so, can you please verify the Last 4 Numbers and Expiration Date of the Debit Card?

PIN Counter Reset (OTP Verification) - And for security purposes I will need to send you a One Time Passcode (OTP) via text message for verification. The phone number must be a U.S. number and can’t be a VOIP/Internet based number. Do you have a number that you can receive the OTP to?

PIN Counter Reset (OTP Fail) - Unfortunately since we did not complete the OTP security procedure, I will not be able to complete your request at this time. I will relay your request to one of our specialist representatives, who will review the request and contact you directly within 1 – 2 business days.

PIN Counter Reset (Manual Verification Pass) - Thank you for verifying that information for me [insert customer name]. I am processing your request now, please allow me [insert hold time] minutes to complete your request.

PIN Counter Reset (Manual Complete) - Thank you for your patience [insert customer name here], I have reset your Debit Card’s PIN attempts. Would you be able to try your transaction again to see if the issue is resolved?

PIN Counter Reset (Manual Verification Fail) - Thank you for that information [insert customer name]. I was not able to locate a Debit Card in your name using that information, can you please confirm that you have the Debit Card in your possession at this time and that the Debit Card is in your name?

PIN Counter Reset (Card Not in Possession) - I am sorry [insert customer name], but I can’t complete your request without the Debit Card being in your possession to verify the card information. Can I assist you with anything else today?

PIN Counter (Name Mismatch) - I am sorry [insert customer name], but only the Debit Card owner can reset the card’s PIN attempts. Please have the Debit Card owner contact us to complete the activation process. Can I assist you with anything else today?

IVR Unlock (Opening) - [insert customer name] it looks like you have failed to complete the Debit Card Activation Line’s verification process too many times. We will need to submit a request to reset your Activation Line attempts for you to use the Activation Line. Would you like me to do so now?

IVR Unlock (Complete) - I have relayed your request to one of our specialist representatives, who will review and process the request within 1 business day.

Consecutive Declines Counter Reset (Opening) - [insert customer name] it looks like you have had too many consecutive declined Debit Card transaction attempts. We will have to reset your transaction attempts for you to be able to continue using your card. Would you like to do so with me now?

Consecutive Declines Counter Reset (OTP Verification) - And for security purposes I will need to send you a One Time Passcode (OTP) via text message for verification. The phone number must be a U.S. number and can’t be a VOIP/Internet based number. Do you have a number that you can receive the OTP to?

Consecutive Declines Counter Reset (OTP Fail) - Unfortunately since we did not complete the OTP security procedure, I will not be able to complete your request at this time. I will relay your request to one of our specialist representatives, who will review the request and contact you directly within 1 – 2 business days.

Consecutive Declines Counter Reset (Verification Pass) - Thank you for verifying that information for me [insert customer name]. I am processing your request now, please allow me [insert hold time] minutes to complete your request.

Consecutive Declines Counter Reset (Complete) - Thank you for your patience [insert customer name here], I have reset your Debit Card’s transaction attempts. Would you be able to try your transaction again to see if the issue is resolved?

3rd Party Lost/Stolen Card Report (Joint Owner) - Thank you for informing us [insert customer name]. If the Debit Card owner needs us to replace the card that you are reporting, please have them contact us directly so that we can get them a new Debit Card.

3rd Party Lost/Stolen Card Report (NOT Joint Owner) - Thank you for letting us know [insert customer name]. Can you please verify only the Last 6 Numbers of the Debit Card and the Name on the Debit Card?

3rd Party Lost/Stolen Card Report (NOT Joint Owner, Complete) - Thank you so much for that information. Please destroy the Debit Card.

Limit Increase (Opening) - [insert customer name] I would be happy to try and assist you with increasing your Debit Card’s spending limit today. Are you trying to increase your Point of Sale (POS), Automated Teller Machine (ATM), or Cash Advance (OTC) spending limit? Also can you please provide a short description for the reason of your request today?

Limit Increase (Verify Amount) - And can you please confirm the amount you would like your [insert limit type] limit to be increased to?

Limit Increase (New Customer) - I am sorry [insert customer name], but at this time we will be unable to complete your request.

Limit Increase (New Customer Reason) - During the first 30 days of account opening, your ATM and Cash Advance Debit Card limits are capped at $1,000, and your Point Of Sale Debit Card limit is capped at $2,000. Once the 30-day period has expired, your limit for Point Of Sale transactions will automatically increase to $5,000.

Limit Increase (No PV Profile) - [Insert customer name] I am sorry, but I will be unable to complete your request at this time due to system maintenance. I can relay the request to one of our specialist representatives so that they can complete your request after maintenance has been completed in about 1 – 2 business days, if you would like.

Limit Increase (No PV Profile, case approved) - I will go ahead and submit your request then. Please allow me [insert hold time] minutes to submit your request.

Limit Increase (No PV Profile, case NOT approved) - I apologize for the inconvenience [insert customer name], feel free to contact us again regarding your request in about 1 – 2 business days once maintenance has been completed so we can process your request.

Limit Increase (Available Balance < Requested Amount) - In order to submit your Debit card limit increase request [insert customer name], the available account balance must be equal or greater than the requested limit amount. I will not be able to submit your request until a deposit is made to increase your available balance.

Limit Increase (OTP Verification) - And for security purposes I will need to send you a One Time Passcode (OTP) via text message for verification. The phone number must be a U.S. number and can’t be a VOIP/Internet based number. Do you have a number that you can receive the OTP to?

Limit Increase (OTP Fail) - Unfortunately since we did not complete the OTP security procedure, I will not be able to complete your request at this time. I will relay your request to one of our specialist representatives, who will review the request and contact you directly within 1 – 2 business days.

Limit Increase (OTP Pass) - Thank you for verifying that information for me [insert customer name]. I am submitting your request for approval now, please allow me [insert hold time] minutes to submit your request. Please be advised that if your request is approved, the limit increase will be effective for 3 business days.

Limit Increase (Any Red Flag Failed) - Thank you for your patience [insert customer name]. Unfortunately at this time your request was not approved for immediate processing. I will relay your request to one of our specialist representatives who will review the request and contact you directly within 1 – 2 business days.

Limit Increase (All Red Flags Pass) - Thank you for your patience [insert customer name], your Debit Card [insert limit type] limit increase request has been approved and is effective as of now. Your limit increase will be effective for 3 business days.

Limit decrease (Opening) - [insert customer name] I would be happy to try and assist you with decreasing your Debit Card’s spending limit today. Are you trying to decrease your Point of Sale (POS), Automated Teller Machine (ATM), or Cash Advance (OTC) spending limit? Also can you please provide a short description for the reason of your request today?

Limit decrease (Verify Amount) - And can you please confirm the amount you would like your [insert limit type] limit to be decreased to?

Limit decrease (No PV Profile) - [Insert customer name] I am sorry, but I will be unable to complete your request at this time due to system maintenance. I can relay the request to one of our specialist representatives so that they can complete your request after maintenance has been completed in about 1 – 2 business days, if you would like.

Limit decrease (No PV Profile, case approved) - I will go ahead and submit your request then. Please allow me [insert hold time] minutes to submit your request.

Limit decrease (No PV Profile, case NOT approved) - I apologize for the inconvenience [insert customer name], feel free to contact us again regarding your request in about 1 – 2 business days once maintenance has been completed so we can process your request.

Limit decrease (PV Profile Available) - Thank you for that information. I am processing your request now, please allow me [insert hold time] minutes to complete your request.

Limit decrease (Complete) - Thank you for your patience [insert customer name], your Debit Card [insert limit type] limit decrease request has been approved and is effective as of now. Your limit decrease will be effective indefinitely until you contact us again to increase your limit back to the standard limit or above the standard limit.

Travel Note/Advisory (Customer Mentions Travel) - Your trip to [insert travel destination] sounds pretty exciting [insert customer name]. Since you will be traveling would you like me to place a travel note on any of your Debit Cards that you will be taking with you to reduce the chances of your card being declined while traveling?

Travel Note/Advisory (Customer Requested/Approved) - [Insert customer name] I would be happy to place a travel note on your Debit Card(s) for your trip. Can you please confirm the Last 4 Numbers and Expiration Date of the Debit Card(s) you will be taking with you?

Travel Note/Advisory (Confirm Countries) - Thank you for that information. Can you also please confirm the Start Date and Expected Return Date of your trip, as well as the country(s) that you will be traveling through during that time?

Travel Note/Advisory (Finalizing) - Thanks for providing me that information, I am processing your request now. Please allow me [insert hold time] minutes to complete the request. While I am doing so please be aware of the following additional information regarding using your Debit Card while traveling:

Travel Note/Advisory (international Fees) - An International Transaction fee is charged on any transaction originated by a merchant, terminal, ATM or Network not in the United States. The International Transaction fee is charged by the network provider (e.g. MasterCard) of Ally’s Debit Cards. The International Transaction fee is 1% of the transaction amount as stated in Ally’s Deposit Agreement. The International Transaction will NOT be refunded.

Travel Note/Advisory (ATM Withdrawals) - Allpoint ATMs are available outside of the United States in Canada, United Kingdom, Puerto Rico, Australia, and Mexico. If you need to locate any Allpoint ATMs within those countries you can use our ATM Locator at www.allpointnetwork.com and any transactions performed at Allpoint ATMs are surcharge free. MoneyPass ATMs are not located outside off the U.S.

Travel Note/Advisory (Contacting Ally) - If you need to reach us while traveling, Ally Bank’s international phone number is 757-247-2559. You can call us collect or contact us online via Chat, In-App Messaging or Secure Messaging. If you log into your account online while traveling, please be advised that the multifactor authentication security code can only be sent to a U.S. phone number that is not a VOIP/Internet based number.

Travel Note/Advisory (Complete) - Thank you for your patience [insert customer name], I have completed your request. Your travel note for the time of [insert travel dates here] has been placed for your Debit Card(s).

DBC Stop Payment (Customer Request) - I would be happy to try and assist you with that transaction. Please allow me [insert hold time] minutes to review the transaction. Please be advised that we can only place a stop payment on Recurring Debit Card transactions.

DBC Stop Payment (One Time Transaction) - [Insert customer name] unfortunately that transaction can’t be stopped by Ally. You can contact the merchant to cancel the transaction. If the transaction is unauthorized, a dispute can be submitted once the transaction posts to your account . If your Debit Card is compromised, the Debit Card can be closed, and a new card can be ordered.

DBC Stop Payment (Recurring) - Thank you for your patience [insert customer name], I have located the Recurring transaction(s) in question, and I am placing the Stop Payment(s) now. Please allow me [insert hold time] minutes to finalize the request.

DBC Stop Payment (Complete) - [Insert customer name here] I have completed your request. If you continue to experience further charges after I have placed the Stop Payment(s) please feel free to contact us again so we may assist you. If you need to Dispute any posted charge(s) on your Debit Card, please do so from your Transaction History in your Account Details page or contact Ally Bank’s phone customer service at 877-247-ALLY (2559).

Link an Existing DBC to a New Account (Opening) - [Insert customer name] due to your [insert account] becoming compromised, we can link your Debit Card for that account to your [insert second account] instead of ordering you a new Debit Card. Doing this would avoid you having to wait for a new Debit Card to be mailed to you, as well as avoiding having to update your Debit Card information with any merchants you have registered your Debit Card to. Would you like me to do this for you today?

Link an Existing DBC to a New Account (Approved) - I would be happy to do that for you today [insert customer name]. Please allow me [insert hold time] minutes to process your request.

Link an Existing DBC to a New Account (Denied) - I understand [insert customer name here]. If you would like to order a new Debit Card for your [insert second account], you can do so at any time after [insert second account] is funded.

C2C CANNED RESPONSES Common Phrases Abusive Fair Warning Ally considers that content and language to be inappropriate. If you continue to send improper messages, I will end our chat session.

Abusive Final Warning We do not allow inappropriate language or conduct. I am going to end the chat session now.

Bank Opening (‘O’ + right arrow) Hello, this is $!{operator.nickname} with Ally Customer Care. Thank you for chatting with me today. How can I help you?

Bank Opening – Chandler (‘Z’ + right arrow) Hello, this is $!{operator.nickname} from Arizona with Ally Customer Care. Thank you for chatting with me today. How can I help you?

Bank Opening – Shoreview (‘M’ + right arrow) Hello, this is $!{operator.nickname} from Minnesota with Ally Customer Care. Thank you for chatting with me today. How can I help you?

Bank Opening – Jacksonville (‘F’ + right arrow) Hello, this is $!{operator.nickname} from Minnesota with Ally Customer Care. Thank you for chatting with me today. How can I help you?

Bank Opening – Waterloo (‘W’ + right arrow) Hello, my name is $!{operator.nickname} from Ontario with Ally Customer Care. Thank you for chatting with me today. How can I help you?

Hello, this is $!{operator.nickname} from North Carolina with Ally Customer Care. Thank you for chatting with me today. How can I help you?

Transfers – Notification Hi there [customer’s name], I’m just reaching out to let you know that I’m scheduled to step away for a few minutes. To make sure you will continue to be assisted, I will transfer you to one of my teammates. Please remember we are available 24/7 to assist you with your online banking needs at Ally.com, or by phone at 1-877-247-ALLY (2559) and of course, by chat, with your favorite agents. We sincerely thank you for chatting in, and I hope you have a lovely day ahead. Transfers – Receiving, Associate to Associate I see that your chat with [insert previous associate’s name] was transferred to me, due to a system issue, but I would be more than happy to continue assisting you with [customer’s request].

Transfers – Sending, Associate to Associate I apologize for any inconvenience, but I am currently experiencing a system update and therefore, am unable to complete any account specific requests. I can address anything non-account specific or will have to transfer you to another available associate to fulfill your request.

Transfers – Ally Assist/BOT to Associate Hi this is [First name of associate] from [State where the associate is located]. Please allow me 1- 2 minutes to review your previous conversation with Ally Assist.

Ally Assist Incorrect Response I will assist you with [insert reason for customer chatting/messaging], but first I’d like to apologize for Ally Assist not accurately responding to your message. Ally Assist is always learning and adapting to our customers, and we will use your experience to improve future interactions.

Closing (‘C’ + right arrow) Thank you for taking the time to chat with me today. Please remember we are available 24/7 to assist you with your online banking needs at Ally.com, or by phone at 1-877-247-2559. We value your feedback; please click the "X" button at the top right to answer a few questions about your experience with us today. Fair Warning I have not heard from you for a few moments. Are you still with me?

Final Warning I’m sorry that we're not able to continue our conversation. Since I have not heard from you for some time, I am going to close this chat. If you need any help in the future, please do not hesitate to contact us 24/7 via chat, email, or by calling 877-247-ALLY (2559).

IRA Advice You may want to consult a financial advisor or tax professional to help you determine which option is best for you.

Logged Out / Unable to view CIF Do you mind logging in to online banking again? Or, if you are already logged in, please click on your account. I am unable to access any information unless you are signed in to your online banking profile.

Personal (Operator) Information I’m sorry; we are not permitted to exchange personal information. We are here to assist with your banking needs. If you have any further questions about our products or services, I am more than happy to assist you.

Where are you located? We don't have any physical branches, which are costly, so we pass the savings on to you through some of the most competitive interest rates in banking. We are here for you 24/7 by phone, Secure Messaging, and, of course, Live Chat.

Wrong Profile I am only able to access the information for the person to whom I am speaking. If the profile that you are logged into is not listed under your name, please log out and log back in under your own profile.

                                Applications

Application - Link Offer (‘A’ + right arrow) Would you like me to send you a link to our online application?

Approval Inquiry Unfortunately, I cannot tell whether or not your account application will be approved. You will have to complete an account application so that we can evaluate your qualifications.

Credit Report Inquiry Ally Bank may pull your credit report in order to verify your identity, protect you from fraud, as well as verify your creditworthiness. Ally Bank will only pull your credit report information in compliance with the Fair Credit Reporting Act.

Credit Report - Soft Pull An Ally Bank credit report inquiry made as part of the new account application process (Spending, Money Market Savings, or Savings Account), results in a soft hit to your credit report which does not impact your credit score. Leave Chat Open I can keep this chat window open to be available for questions as you complete the application. Would that be ok with you?

Pended Application – Prospect Customer Thank you for your inquiry regarding your pended application. I’m happy to take a look to see if I can access your application. Do you have any other accounts with Ally Bank or is this application for your first account? Pended Application – Existing Customer Thank you for your inquiry regarding your pended application. I would be happy to assist you with this request. Please give me a moment to access your information to provide you with an update.

Pended Application - Unable to Assist, pt. 1 For security purposes I am unable to access your application through chat. If we need additional information from you in order to complete your application, we typically contact you within 3-5 business days.

Pended Application - Unable to Assist, pt. 2 If it has been more than 5 business days since you submitted your application, or if you’d like to add any supporting information, please call us at 1-877-247-ALLY (2559) and any associate will be happy to help you. Do you have any questions about the account that you applied for, or any of our other products and services?

                                General Inquiries

1099 Tax Forms Our 1099s are mailed no later than January 31st but can also be found on the Statements and Tax Forms page as soon as they are available. We will email you when they are available online.

Account Number You can view your full account number online by selecting the account from your Snapshot page or from the ‘Accounts’ dropdown menu. Your account number will be listed under your account's nickname.

Alexa Ally does have a ‘Skill’ for the Amazon Alexa. Once enabled, you can ask Alexa to check your balance, transfer money, list recent transactions, or even check rates. To learn more about enrolling in the Ally Skill, and a full list of functions, please use the following link: https://www.Ally.com/alexa

Beneficiaries We will divide the funds amongst all of your beneficiaries as you have designated and issue a check to each.

Beneficiaries - POD vs ITF POD beneficiaries are direct payees, whereas an ITF beneficiary is trusted to receive the funds and do with them as you have directed. For our purposes, both are treated the same.

Checks – How to order, pt. 1 I’m happy to order checks for you today. Can you please confirm your address?

Checks – How to order, pt. 2 I’ve ordered your checks; they’ll arrive in 7-10 business days. Of course, we’re always happy to order checks for you by chat, but you also have the option of ordering them online. You can login and select the account for which you need checks, and then select ‘Checks and Debit Cards’ from the top of the screen.

CoBrowse Consent By accepting my CoBrowse invitation, you authorize me to view your current web session, and agree to the terms and conditions found at https://www.ally.com/resources/pdf/bank/cobrowseterms- and-conditions.pdf.

Debit Card Limit There is a limit of $1,000 per day from an ATM and $5,000 per day for purchases.

Emailing the Chat You can have the transcript of our chat today sent to you by email. I’m not able to initiate the email; however, you will be given the option as soon as our chat has ended. At the bottom of the optional survey, you’ll just need to select ‘Yes’ when asked if you’d like the transcript emailed to you, and then enter your email address and click ‘Submit’. The email will arrive within 2-5 minutes.

FDIC - Ally Coverage As an Ally Bank customer, your deposits are insured by the FDIC up to $250,000 per depositor, for each account ownership category. (Example: single owned accounts, joint accounts, revocable trusts, etc.)

FDIC - More Information For more information about Ally Bank and our FDIC insurance coverage, you can visit www.fdic.gov and search for us by using the bank name “Ally Bank”.

Fees - ATM We do not charge ATM fees and we automatically refund up to $10 of ATM fees charged by domestic ATMs at the end of your monthly statement cycle. Fees - NSF We have a daily maximum overdraft fee of $25 per day, per account with no per-item fees or extended overdraft fees.

Fees - NSF Example For example, if you write a check that causes your account to be overdrawn, and no other items are presented to us for payment, you'll only be charged $25 one time. We do not have a daily fee for your account being negative.

Minimum Balance There are no minimum deposits required to open an account, no minimum balances required to maintain an account, and no monthly maintenance fees.

New Account Requirements To open an account with Ally Bank, you must be a citizen or a legal permanent resident of the United States (U.S.), be at least eighteen (18) years old, have a Social Security number or Taxpayer Identification Number and a US Street address (not just a P.O. Box).

Rates - Talking Points Our rates are determined by several factors, including market conditions, the competitive landscape, and future expectations. These factors can change on a daily basis, and we monitor the environment very carefully to ensure our commitment to offering consistently competitive rates for all customers at Ally Bank.

Routing Number The Ally Bank routing number is 124003116. You can also locate our routing number online by typing "routing" in the search field on our home page.

Signature Card/eTIN, pt. 1 We need to confirm the Social Security Number (SSN) or Taxpayer ID Number (TIN) and the backup withholding status of each customer that has an account with us. This can be done online or by returning a signature card.

Signature Card/eTIN, pt. 2 If the primary account owner’s SSN/TIN has not been certified within 60 days of account funding or an ownership change, we're required by federal law to withhold taxes on the interest earned on each of your accounts.

Signature Guarantee - Definition A Signature Guarantee is a form of authentication issued by a financial institution that verifies the legitimacy of a signature and overall request. Although other financial institutions may, we do not require a Signature Guarantee for outgoing IRA transactions.

                                Money Movement

Check - By Mail - Address Please send your check and money order deposits to the following address: Ally Bank P.O. Box 13625 Philadelphia, PA 19101-9946. We ask that you allow 3-7 business days for us to receive your mailed deposits.

Check - By Mail - Endorsement When endorsing the back of your money order or check, please be sure to include the number for the account that the funds will be deposited into, the words “For Deposit Only”, and your signature.

Check - Funds Availability The first $300 of each check deposit is typically available on the 1st business day after the day of your deposit, and the remaining funds on the 2nd business day. Amounts over $25,000 become. In some circumstances longer delays may apply, and we will notify you when the funds will be available on the 5th business day.

Cash Deposits We do not accept cash deposits, although we are happy to accept money order deposits sent via postal mail. Mailed deposits should be made payable to you, should match the way that your name is listed on the account, and should be endorsed on the back.

Check - By Mail - Third Party Endorsement We are happy to accept third party check deposits by mail. On the back of the check, the original payee should write “Pay to the Order of”, the name of the new payee, and their signature. The new payee should then endorse the check for deposit underneath the original payee’s endorsement.

eCheck - Status You will receive an email notification with the status of your deposit and, if it was accepted,when the funds will be available. You can also view your submitted eChecks online or via the mobile app. From a desktop computer, login and click ‘Deposits’ from the top of your screen, to see your eCheck deposits and their statuses.

eCheck - Submitted After Cutoff When submitted after 7 pm ET, or on a weekend or holiday, your check will begin processing on the next business day.

eCheck - Submitted Before Cutoff When submitted before 7 pm ET on a business day, your check will be processed on the same day.

Debit Card - Transaction Amount Limit There is a daily withdrawal limit of $1,000 per day from an ATM and $5,000 per day in point of sale transactions. Those limits are reset every day at 12 am ET.

Direct Deposits To set up direct deposit, you can provide your employer with our routing number (124003116), as well as your full account number. You may wish to check with your employer to ensure that they do not require additional documentation as proof of account ownership.

Direct Deposits – Documentation If your employer requires proof of your Ally Bank account, we have a few different options. They may accept a voided check or account-specific deposit slip. You can also complete a Direct Deposit Form online and print it from our site.

Funding/Deposit Options, pt. 1 We offer five easy ways to deposit funds into an Ally Bank account. The most common method is to make electronic transfers from a linked external account. This link is set up by using the routing and account numbers.

Funding/Deposit Options, pt. 2 You can also deposit funds by transfer from another Ally account, wire transfer, mailing in a check or money order, or by uploading a check through our eCheck service from either the Ally Mobile app on your smartphone, or your home scanner and computer.

Mobile Wallet We are compatible with several different mobile wallet services. You can enroll your Ally Debit MasterCard for use with Apple Pay, Google Pay, Samsung Pay, or Microsoft Wallet.

Transfer Fees Ally does not charge for electronic funds transfers between banks, but other financial institutions may. It is recommended that you review your external bank’s fee schedule prior to sending funds to your bank account electronically.

Transfer Overview, pt. 1 We offer two external transfer speeds. Next Day transfers initiated before 7:30pm ET on a business day will be delivered on the next business day. Standard transfers will be delivered in three business days.

Transfer Overview, pt. 2 We will automatically offer you the faster delivery speed, if it is available for your transaction. Factors that can impact your transfer’s speed include, but are not limited to, account tenure, account inactivity, and transfer activity such as overdrafts and returns.

Trial Deposits In the next 1-3 business days you'll see two small deposits to the external account, and one withdrawal equaling the total of those two deposits. Once you see the trial deposits, you can login to enter them online and finish linking your two accounts. Or, if you prefer, you can contact us by phone or chat and we will be happy to enter that information for you.

Wire Transfers - Incoming - Domestic - Sending Information In order to have funds wired into your Ally account, you will need to provide the following information to the sender: Receiving Bank: Ally Bank ABA/Routing Number: 124003116 Address: 6985 Union Park Center, Midvale, UT 84047 Beneficiary Account Number: Your Ally Bank Account Number Beneficiary Name: Your name as it appears on your Ally Bank Account.

Wire Transfers - Incoming - Domestic – Fees/Availability Ally does not charge a fee for incoming wires, and your funds will post and be available on the same business day if received by 5 pm ET. If the wire is received after 5 pm ET, or on a weekend or holiday, the funds will be available on the first business day after the deposit.

Wire Transfers - Incoming - International Fees Ally does not charge fees for incoming wires. Please be advised that if the fee was stated as "SHA" (Shared) in field 71a (Details of Charges) of the sending bank’s wire transfer form, then any intermediary financial institution that the wire passes through is able to withdraw a fee. To avoid that occurrence, you may wish to have the sending institution process the wire with "OUR" in field 71A, which means they will pay all fees.

Wire Transfers - Incoming - International - Sending Information Pt. 1 We are able to receive incoming international wires through a partnership with JP Morgan Chase Bank. Please provide the sender with the following instructions: Receiving Bank: JP Morgan Chase Bank, N.A. Address: 1 Chase Manhattan PLZ, New York, NY 10005 SWIFT or Bank Identification Code: CHASUS33 Routing Number: 021000021 Beneficiary Account # 802904391 Beneficiary Name: Ally Bank For Further Credit: Your Ally Bank account number and name as it appears on your account.

Wire Transfers - Incoming - International - Sending Information Pt. 2 You must use the Ally Bank Beneficiary Account number in addition to the ‘For Further Credit’ customer account information; otherwise, the wire may be rejected by the intermediary institution: JP Morgan Chase Bank.

Wire Transfers - Outgoing - Basics You are able to initiate an outgoing wire transfer from your Ally Bank account(s) to any other financial institution in the United States. We do not provide outgoing international wire transfer services. For your convenience, both the electronic and printable versions of the wire request form are located online. Please be advised that there is a $20 fee for each outgoing wire transfer.

Wire Transfers - Outgoing - Turnaround Times If a wire request is submitted and verified before 3 pm ET on a business day, the funds can be sent out that same day. If a wire request is submitted and verified after 3 pm ET, or on a weekend or holiday, then the funds will be sent on the next business day.

Wire Transfers - Outgoing - Verification You may be contacted by phone during the review and verification process if we need to verify any information with you. Please keep your wire information on-hand as we may need to confirm the exact details with you.

Wire Transfers - Outgoing – Verification – Unable to Assist I apologize for the inconvenience, but due to security reasons, and for protection of your account information I am unable to verify your wire request via chat. You can verify the wire by calling our Contact Center by phone at 1-877-247-2559. Please have your wire information on-hand as it will be needed to confirm the exact details with you.

Wire Transfers - Navigation To access the printable or electronic Domestic Wire form, please ensure that you are logged into your online banking profile. Click ‘Transfers’ from the menu along the top of your screen, and select ‘Send a Wire’ from the list on the right-hand side of the page. From there you can submit your wire request online, or print and complete the Ally Bank Domestic Wire Request Transfer Form and fax it to us at 1-866-608-2635.

Zelle – General Zelle is an easy, fast and safe way to send and receive money with friends and family in the U.S. using their email address or U.S. mobile number.

Zelle – Navigation To send or request money through Zelle, login and click ‘Payments’ from the menu at the top of the screen, and then select ‘Zelle’.

Zelle – Timing Enrolled Zelle users typically receive their money within minutes. If your recipient is not yet enrolled with Zelle, it could take between 1 and 3 days to receive the money.

                                Product Info

CD Basics Once a CD is funded, the rate and the amount on deposit remain fixed until the CD matures. Beginning on your maturity date, you'll have a 10-day grace period during which time you can add or remove funds, or even change the term to take advantage of a higher rate. In order to add or remove funds outside of your grace period, a CD must be closed.

CD - Best Rate Guarantee - non-IRA With our Ally 10-day Best Rate Guarantee, if your account is funded within 10 days of opening, we'll give you the highest rate that we offer for that product during those 10 days.

CD - Best Rate Guarantee - IRA If you fund your IRA CD within 90 days, you'll get either the rate offered on the day you opened your account, or the rate offered on the day you funded your account, whichever is higher.

CD - Early Withdrawal - 3 Months to 2 Years For CDs ranging from 3 months to 2 years, except the 11 month No Penalty CD, the penalty for early withdrawal is 60 days of interest.

CD - Early Withdrawal - 3 Years For 3 year CDs, the penalty for early withdrawal is 90 days of interest.

CD - Early Withdrawal - 4 Years For 4 year CDs, the penalty for early withdrawal is 120 days of interest.

CD - Early Withdrawal - 5 Years For 5 year CDs, the penalty for early withdrawal is 150 days of interest.

CD - Early Withdrawal Penalty Information For all of our CDs, with the exception of the 11 month No Penalty CD, there is a penalty for closing the CD before its maturity. Keep in mind that funds cannot be removed from any CD before the maturity date without the CD being closed.

CD - Maturity Options During your 10-day grace period you have the option of adding or removing funds, or even changing the term.

CD - Product - All Our CDs are available for terms ranging from 3 months to five years, allowing you to choose terms that fit best with your financial needs.

CD - Product - No Penalty Our 11 month No Penalty CD provides the benefit of a fixed interest rate, but you can withdraw all of your money any time after the first six days following the date that the account is funded, and keep the interest earned with no penalty.

IRA RMD from CD We will allow you to take a partial withdrawal, up to your RMD amount, from an IRA CD without incurring a bank penalty for the early withdrawal. If you would like to withdraw more than this amount (even to meet the RMD of an IRA held at another Financial Institution), then the CD early withdrawal penalty will be applied. Joint Accounts Our joint accounts are titled as "or" accounts, meaning that all owners have the same rights and responsibilities, but access the accounts separately with their own profiles and logins. The primary owner receives all statements, correspondence and the 1099-INT is issued under their social security number for tax purposes.

MMA - Money Market Basics Our Money Market Account is a savings account that allows access to your funds by using checks and a debit card. Our Savings Account does not offer checks or debit card access.

MMA - Reg. D Federal law permits limiting certain types of telephone, check, and electronic transfers and withdrawals from Money Market Accounts to 6 per monthly statement cycle. However, deposits, ATM withdrawals, and withdrawals by official check, made payable to you, do not count towards this limit. If the limit is exceeded, there is a $10.00 fee for each additional withdrawal.

SAV - Savings Basics As with all of our accounts, there is no minimum deposit required to open an account, no minimum balance required to maintain an account, and no monthly maintenance fees. However, the Savings Account does not come with checks or a debit card, and there is a limit to the number of withdrawals that can be made.

SAV - Reg. D Federal law permits limiting certain types of telephone, check, and electronic transfers and withdrawals from Savings Accounts to 6 per monthly statement cycle. However, withdrawals by official check, made payable to you, and deposits do not count towards this limit. If the limit is exceeded, there is a $10.00 fee for each additional withdrawal.

SAV vs. MMA, pt. 1 Our Savings Account is just that, a place to keep your money and earn a competitive rate. Our Money Market Account allows more access to your funds by the use of checks and a debit card, which the Savings Account does not offer.

SAV vs. MMA, pt. 2 Both accounts have a limit of 6 withdrawal transactions per monthly statement cycle. However, deposits, official checks made payable to you, and ATM withdrawals from a Money Market Account are unlimited. If the limit is exceeded, there is a $10.00 fee for each additional withdrawal.

Rate Disclosure – All Rates All rates that I am about to quote to you are variable and subject to change. For CDs, the interest rate applied when the account is open and funded will be paid until the maturity date of the CD.

Rate Disclosure – All Tiers [Requires Input] Currently the Annual Percentage Yield on our [product name] is X.XX% for all balance tiers.

Rate Disclosure – Different Tiers [Requires Input] Currently the Annual Percentage Yield on our [product name] is X.XX% for a balance of less than $5,000, an Annual Percentage Yield of X.XX% for a balance of $5,000 or greater, but less than $25,000, and an Annual Percentage Yield of X.XX% for a balance of $25,000 or more.

Rate Disclosure – CHK [Requires Input] Currently the Annual Percentage Yield on our Spending Account is X.XX% for a balance less than $15,000 and an Annual Percentage Yield of X.XX% for a balance of $15,000 or greater.

                                Procedures

Callback Security In the event that we need to contact you, we will either ask identifying questions to ensure that we are speaking to the correct person, or we will leave a message for you to contact us at your convenience. The security of your information is important to us and we will always take steps to ensure your privacy.

CD - Loyalty Reward [Requires Input] I see that your CD ending in [XXXX matures/matured on DATE], and is eligible to receive our Loyalty Reward of 0.05% added to the rate of any CD term that you renew into.

CD - Loyalty Reward, pt. 2 At the end of the 10-day Best Rate Guarantee, which is also your 10-day grace period, the Loyalty Reward will be added to the rate that was applied to your new CD term.

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

Closing Liquid Account - Attempt to Retain Please keep in mind, 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.

Document Submission – Customer The fastest way to send us your documents is by Secure Message within your online banking profile. You can also return your documents by mail to Ally Bank, PO Box 951, Horsham, PA 19044, or by fax to 1-866-6992969. Would you like me to show you how to send us a Secure Message?

Document Submission – Non-Customer You can return your documents by mail to Ally Bank, PO Box 951, Horsham, PA 19044, or by fax to 1-866699-2969.

Document Submission – Virtual Doc Navigation, pt. 1 While logged in to your online banking profile, click ‘Email’ from the top of your screen, and select ‘Bank Accounts’. From there, click the ‘+ Send a New Secure Message’ link.

Document Submission – Virtual Doc Navigation, pt. 2 Below the body of the message, click the ‘Attach a File’ link. You’ll be asked to select the purpose of the document, and then you’ll need to click the ‘Attach a File’ link again, which will enable you to select the document for upload.

Forms – General Navigation While you’re logged in, you can find that form online by clicking your name from the top of the screen and selecting ‘Forms’ from the list of options under ‘Bank Accounts’.

LexisNexis/OTP, pt. 1 To further discuss your pended application status, I must send you a One-Time Passcode. Can you confirm the U.S. phone number that is associated with your name in public records, where you are able to receive a One-Time Passcode via text message? [NOTE: Phone Number Disclosure must be sent first].

LexisNexis/OTP, pt. 2 I will now send the One-Time Passcode to your confirmed number ending in XXXX. Once you receive the text message, please provide me with the code.

Mobile Phone Disclosure Please be aware that, by providing us with your phone number, you authorize us to contact you using any telephone number that you provide to us, including a mobile number that you are authorized to use. We may use text messages, prerecorded or artificial voice messages, or automatic dialing systems. We will not charge you for any contact, but your mobile phone service provider may.

Name Change To change the way that your name is listed on your accounts, please complete the Name Change Request form and send it with a copy of your updated Social Security card or a court document showing your new name.

Name Change - Navigation The Name Change Request form can be found within your online banking profile by clicking your name from the top of the page, and then selecting ‘Forms’ from the list of options under ‘Bank Accounts’.

POA – Add New POA to Existing Account To add a Power of Attorney (POA) to an existing account, We need the attorney-in-fact to complete the POA Information Sheet and provide the POA documentation, signed and notarized by the account owner.

POA – Existing POA Opening New Account Once we have your Power of Attorney (POA) information on file, you can open a new account by phone, mail, or online, and then contact us to have your attorney-in-fact linked to the new account. Would you like me to start the process for you today?

POA – New POA Opening New Account If we don’t yet have your Power of Attorney (POA) information on file, you can mail us an account application along with a POA Information Sheet and a copy of the POA documentation, signed by the appointing account owner, with a visible stamp of notarization.

POA – Info Sheet Navigation You can find the POA Information Sheet online by logging in and clicking your name from the top of the page, and then selecting ‘Forms’ from the list of options under ‘Bank Accounts’.

Travel, pt. 1 – Fee I have placed a travel note on your debit card. Please keep in mind, when you are in a foreign country and use an ATM or make a purchase with your debit card, you will be charged a conversion fee of no more than 1% of the transaction amount.

Travel, pt. 2 – ATMs Unfortunately, we are not able to refund any foreign ATM fees. However, you can use any Allpoint ATM in the United States, surcharge-free. The Ally Bank ATM Locator will allow you to filter your search results to show only Allpoint ATMs. It can be accessed using our mobile app, or online at the following address: https://www.ally.com/bank/find-atms

Travel, pt. 3 – Contact Please be sure to review your security code delivery preferences in case you need to login while you're travelling. Once you’re logged in, we can help you by Chat or Secure Messaging. You can also call us collect from outside of the U.S. by dialing 757-247-2559.

Travel – Blocked Country Ally Bank must abide by the Office of Foreign Asset Control (OFAC) rules and regulations regarding restricting of payments originating or being conducted within sanctioned countries. Due to this rule, as well as overall online security, you may not be able to access your accounts via online banking or use your debit card while you are in one of these countries.

Trust - New Customer - Opening, pt. 1 In order to open an account in the name of a trust, you will need to submit a trust application, as well as multiple pages from the trust document itself. This can be done online, by mail, or by fax.

Trust - New Customer - Opening, pt. 2 Our online application will enable you to upload copies of your trust documents. The complete list of information needed can be found in our printable trust application, which you can access by clicking here: http://www.ally.com/resources/pdf/bank/ally-trust-deposits-application.pdf

UGMA/UTMA - Age of Majority Once the account owner has reached the age that they are eligible to receive the funds, the custodian can provide instructions for delivery of funds to the minor. The minor will then have the option to keep their funds in an Ally Bank account, with full access, or to have the funds sent to them.

UGMA/UTMA - Basics With our Custodial Accounts, the minor is the owner of the account, but can have no access to it until they reach the age that they are eligible to receive the funds. While the account is owned by the minor, only the custodian may interact with it, and it will be listed under the custodian’s online banking profile alongside any other accounts that they might have in their name.

UGMA/UTMA - Opening You can apply for a custodial account online, by phone, or by completing a paper application and sending it by mail or fax. Would you like me to send you a link to either our online or printable application, or do you prefer to call us?

CoverDraft Opt-out [Requires Input] You’re requesting to opt out of using our CoverDraft service on your Spending Account ending in [last 4 digits of account number(s)]. This means we’ll decline or return any transactions that would normally qualify for CoverDraft on that account, unless you have Overdraft Transfer Service. We aren’t liable to any account owner or any other third party for any costs, fees, or losses associated with declined or returned transactions, including but not limited to insufficient funds fees, late fees, legal fees, or other charges. This applies whether or not you have CoverDraft on your account. Your checking account ending in [last 4 digits of account number(s)] is currently in an opt-in status for CoverDraft, so we may pay transactions normally covered by CoverDraft that you initiated prior to opting out. You’re opting out of CoverDraft on this account only. If you don’t want coverage on other current or future Spending Accounts, you’ll need to opt out on those accounts separately. [Customer Name], do you confirm that you’d like to opt out of CoverDraft?

CoverDraft Opt-in [Requires Input] You’re requesting to opt in to using our CoverDraft service on your Spending Account ending in [last 4 digits of account number(s)]. We may cover any debit card purchases, automatic payments, personal or mailed Bill Pay checks, and transfers initiated from another financial institution up to the CoverDraft limit available on your checking account, assuming it’s already met the eligibility requirements. You understand and agree to the terms and conditions of using CoverDraft and agree to pay back any negative balance. If your account is also signed up for Overdraft Transfer Service, we’ll transfer any available amount to cover overdraft transactions in $100 increments before using CoverDraft. It may take 24 hours for features of CoverDraft to be effective on your account. During that time, we may return transactions normally covered by CoverDraft that you initiated prior to opting in. [Customer Name], do you confirm that you’d like to opt in to CoverDraft?

CoverDraft Confirmation [Requires Input] Thank you. You have successfully opted [in/out] of CoverDraft. As a reminder, this change may take up to 24 hours to be effective.

CoverDraft Allowance Change Pt. 1 [Requires Input] We are happy to assist you with changing your allowance amount. Before we can process your request, please read the following disclosure. [Customer Name], you are requesting to change your CoverDraft amount on your Spending Account ending in [last 4 digits of account number] from [old amount] to [new amount]. Changing this amount means we may cover the following transactions up to your new CoverDraft amount: Debit card purchases, including cash back from merchants, automatic payments, like monthly subscription fees or utility bills, personal or mailed Bill Pay checks and transfers initiated from another financial institution.

CoverDraft Allowance Change Pt. 2 [Requires Input] You agree to the terms and conditions of using CoverDraft and agree to pay back any negative balances. If the account is also signed up for Overdraft Transfer Service, we’ll transfer any available amount to cover overdraft transactions in $100 increments before using CoverDraft. You understand that CoverDraft isn’t a line of credit or a guarantee. If your purchase isn't covered for any reason, it will be declined, but we'll never charge you an overdraft fee.

CoverDraft Allowance Change Pt. 3 [Requires Input] [Customer Name], do you confirm that you’d like to change your CoverDraft allowance amount to [new amount]?

CoverDraft Allowance Change Confirmation [Requires Input] [Customer’s name], please be advised that we have successfully changed your CoverDraft Allowance to [new amount] from [old amount]. It may take 24 hours for your new CoverDraft amount to be effective on your account. During that time, we may pay or return transactions based on your selected CoverDraft amount.

                                Links

Account Opening Click the following link to apply for an account today:

COMPARE - CD Accounts To compare the rates and features of our Certificate of Deposit accounts, please click the following link:

COMPARE - IRA Plans If you would like to compare the details of our IRA plans to see which would best fit your financial needs, please click the following link:

COMPARE - IRA Rates To compare the rates of our IRA eligible accounts, as well as the details of our IRA plans to see which would best fit your financial needs, please click the following link:

COMPARE - Savings Accounts To compare the rates and features of our Savings accounts, please click the following link:

Enroll in Online Banking If you would like to enroll in online banking, please follow this link:

FDIC Page Our FDIC page is a great resource that gives you more information about your coverage. For your reference, it also has links to EDIE the Estimator, as well the FDIC website itself. Please click the following link to access our FDIC page:

FORMS - Add Additional Owner Please click the following link to view and print the application to add an owner to your existing accounts:

FORMS - Deposit Agreement Please click the following link to view and print the Ally Bank Deposit Agreement:

FORMS - Direct Deposit You can find our Direct Deposit Form online by typing "Forms" into the search bar located at the top of our main page. From there, click the link for "Forms and Applications." The hyperlink for the Direct Deposit form is located at the top of the list. You can also access the form from this link:

FORMS - IRA - Contribution You can find the IRA contribution form by clicking this link:

FORMS - IRA - Roth IRA Transfer Request You can find the Roth IRA Transfer Request form by clicking this link:

FORMS - IRA - Traditional IRA Transfer Request You can find the Traditional IRA Transfer Request form by clicking this link:

FORMS - IRA and General You can find our list of printable forms by typing “Forms” into the search bar at the top of our home page. Or, you can access the page directly from this link:

                                Unable to Assist

1st Response – Insert Department No Bank Accounts, pt. 1 I apologize, but you have reached Ally Bank’s Live Chat. While I am happy to answer any questions that you have about our personal banking products and services, I do not have access to [insert department] information.

Ally Auto – Customer Service Ally Auto Finance is available by phone or chat Monday through Friday from 8 am to 11pm ET and Saturday from 9 am to 7 pm ET. You can reach them by calling 1-888-925-2559, or by logging into your Ally Auto profile and clicking the “Chat with Us” option at the top of your screen. Any associate will be more than happy to assist you further.

Ally Auto – Dealer Services Ally Auto Finance’s Dealer Service Center is available Monday through Friday from 9:30 am ET to 6:30 pm ET and Saturday from 9:00 am ET to 6:00 pm ET. Their phone number is 18667664622.

Ally Credit Card – Customer Service Ally Credit Card Servicing is available by phone 24/7. You can reach them by calling 1-888-366-2559, any associate will be more than happy to assist your further. To access the Ally credit card website, navigate to the Ally.com login page and click ‘Manage it here’ at the top of the login screen or the ‘Manage your credit card’ option under the ‘More to do’ section below the login information.

Ally Credit Card – With Bank Accounts I apologize, but I am only able to answer banking-related questions and do not have access to Ally credit card information. Do you have any other questions for me, or would you like the contact information for the Credit Card Servicing team?

Ally Home Loan – During Hours Our home loan advisors are happy to help you Monday through Friday from 8 am to 10pm ET, and Saturday 10 am ET to 4 pm ET. Their phone number is 1-855-256-2559.

Ally Home Loan – After Hours Our home loan advisors are available Monday through Friday from 8 am to 8 pm ET. Would you like me to have someone call you when they re-open?

Ally Invest - No Bank Accounts, pt. 2 You can reach Ally Invest 24/7 at 1-855-880-2559 or by logging in and selecting "Contact" from the top of the page. Please keep in mind, at this time Ally Invest is currently experiencing longer than usual hold times. Some hold times can exceed 30 minutes. Would you like to wait and attempt to speak to someone at a later time or would you like for me to transfer you to an Ally Invest chat representative?

Ally Invest – With Bank Accounts I apologize, but I am only able to answer banking-related questions and do not have access to Ally Invest information. Do you have any other questions for me or would you like to be transferred to an Ally Invest chat representative now?

Ally Lending (formerly HCS) – Customer Service I apologize, but I am only able to answer banking-related questions and do not have access to Ally Lending information. Our Lending advisors are happy to help you Monday through Saturday from 8am to 10pm ET. Their phone number is 1-888-568-0186.

Business Accounts I apologize, but we do not offer accounts for businesses or non-profit organizations at this time. We currently offer individual and joint accounts for personal use. I am happy to answer any questions that you have about our products and services.

Disputes I apologize, for security reasons I am unable to submit a transaction dispute through chat. However, I can assist with helping you submit the dispute online, or you can call our Contact Center 24/7 by phone at 1-877-247-2559.

Evacuation / Emergency (‘E’ + right Arrow) I'm sorry, but I'm not able to answer your question right now due to an emergency/evacuation at my site. I'm going to transfer you to another Customer Associate who will be able to assist you, or you can call us 24/7 at 877-247-ALLY (2559).

External Account Transfers Due to regulatory requirements, I am unable to initiate any fund transfers through chat. However, I am happy to walk you through the simple process online. Would you like me to help you set up the transfer?

Online Access I’m so sorry to hear that you’re having trouble logging in. For security purposes I am only able to provide general help with online access through chat, but I’m happy to help in any way that I can. Would you mind if I ask a few questions in order to determine the best way to assist you?

Online Access - Follow-up - Enroll If you have not yet enrolled in online banking, you can do so at your convenience by going to https://www.ally.com/enroll.