Consumer complaint received 2023-10-18
Company: ALLY FINANCIAL INC.
State: IL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
My account was transfer to Ally per the Ollo merger. My line of credit was increased to {$3000.00}. On XXXX XXXX my line was decreased by {$1900.00} with out any notice or messages on my online portal. I called in on XX/XX/2023 at XXXX and spoke to a customer service representative XXXX who kindly transferred me to a supervisor named XXXX. I explained my concerns with XXXX and she quickly stated that I had to wait for the letter in the mail. I advised XXXX that was unacceptable as I have never missed a payment or had any issues with Ally or anyone and I am in the middle of purchasing a home and this is affecting my credit. XXXX rudely continued to tell me that I had to wait for the letter as the employees are not privy to that information. I asked for a manager, and she stated there is no manager. I asked for info to corporate and she continued to tell me that that information was on the letter or online. Again, I asked for someone above her. She stated she they will tell me the same thing. I stated that was fine I still wanted to be transferred. XXXX placed me on hold for a minute then came back to the line and stated that she is still looking for someone and hung up the phone on me. She never called me back. 

I called back and spoke to a customer service representative named XXXX a male who kindly transferred me to Supervisor XXXX. XXXX placed me on hold advised she was reviewing my account. After placing me on hold for a few minutes XXXX came back on the phone only to tell me that the information is personal and she was not privy to the information only that the line was decreased on XX/XX/2023, and it is based on many factors. I advised that if she looks at my account, I have never missed a payment or had any issues. So, this again is unacceptable. XXXX advised I needed to wait for the letter. I asked XXXX for information to corporate as I wanted to write a complaint. XXXX continued to place me on hold as she did not have this information readily available for their customers. XXXX minutes into my call XXXX then transferred me to XXXX yet another supervisor that stated the call is being monitored and recorded for quality assurance. XXXX then went around in circles telling me the same thing everyone else stated that there is no corporate information. There is only a correspondence address where all the information gets sent then it will be routed to the correct department and a response will be given. I advised XXXX that I was purchasing a home and if she looks at my account, I have never missed a payment and never had any issues with Ally or Ollo before the merger. XXXX careless of my concerns and repeated that, thats the only information she could provide me is to wait on the letter. I explained to XXXX that I will be not only writing a complaint letter but filling a complaint with the XXXX, CFPB, and the attorney general office. This is unacceptable and want an investigation completed on why this is taking place when Ally just recently increased my line. 

This is affecting the interest rate to the purchase of my home. I am completely disgusted that this is the interaction between your institution and myself as a card hold member. Please advise as to your next steps to me getting some clarification and getting the account corrected.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation