Consumer complaint received 2023-05-17
Company: ALLY FINANCIAL INC.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
First of all, I always pay Ollo ON TIME, and pay more than the minimum balance due. I had a XXXX balance at the time I received the false settlement notification described below. 

Now I have a {$920.00} balance due to the three XXXX balance transfers, which is accurate. 

Here 's what has transpired : I took advantage of Ollo 's XXXX interest balance transfer offer. 

I asked for Ollo to do balance transfers for 3 of my credit cards. Each balance transfer was for {$300.00}. Ollo charged {$9.00} per each transaction. 

After about five days I checked the three accounts that {$300.00} each should've been paid to and the payments had not been made. However the {$920.00} was shown in Ollo that I owed. 

On XX/XX/XXXX I called Ollo and spoke to XXXX. The Ollo system was down and she said to call back in a few hours when it would hopefully be back up. In the meantime, she was well aware of how the XXXX balance transfer worked and told me it could take up to 30 days for my three accounts to receive the money. She said when I called back to find out if my balance transfers were sent to the three credit card companies electronically or via email. 

On XX/XX/XXXX I called again and spoke to XXXX who confirmed that all payments were sent electronically on XX/XX/XXXX, but that it could still take up to 30 days for balance transfers to show up in my three credit card accounts. Luckily, all three credit card companies received the {$300.00} payments later that week. 

Then, on XX/XX/XXXX, I received an email from my bank saying " It looks like you settled on account with the lender. A settlement can stay on your credit report for several years but you have options '' I didn't know what this referred to so I researched further and it was regarding Ollo. I called Ollo and spoke to a horrible representative named XXXX XXXX She talked over me through the entire conversation. She was not only not sympathetic she seemed to derive pleasure from the fact that my account has been " revoked '' and that I had XXXX funds available from my {$4200.00} card limit, and told me that I had retained a power of attorney! I let XXXX know I was in shock that I don't know what happened or how it happened but this was inaccurate and should I talk to the fraud department. She said no that I should just call the ART ( account restructure team ) department tomorrow since they were closed today. 

Because I was demanding that this was all a mistake on Ollo 's part, she finally put me on hold and talked to her supervisor who instructed her to do an account investigation. She filed it while I was on the phone with her, and she told me the investigation would take 7-10 days to complete. 

XXXX let her know I was applying for a loan modification and this mistake would mess up my credit and chances of getting my loan mod. XXXX XX/XX/XXXX I called and spoke to XXXX in the Art Department. He told me the direct number to his dept. was XXXX XXXX. 

XXXX said it didn't make sense that they would need to do an investigation and that they should've just taken my word for the fact that I didn't retain a power of attorney. He said that he 'removed the coding ' so that power of attorney is no longer reflected on my account. He did not have the ability to reopen my account. However, he said his supervisor, XXXX XXXX, would have that power and that I should leave her a message to call me. He sent her an email telling her to expect my call and I left her a message at around XXXX. 

XX/XX/XXXX I called again and spoke to XXXX since I didn't get a call back from XXXX. XXXX was unable to transfer me to XXXX and also told me he couldn't place a call to me. I plead with XXXX and she was absolutely useless. She did finally transfer me to her supervisor, XXXX, and same thing - she doesn't answer her phone and I left a message and she did not call back, again. 

HELP!!!

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