Consumer complaint received 2023-08-02
Company: ALLY FINANCIAL INC.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I paid XXXX XXXX XXXX a {$1000.00} deposit in XX/XX/XXXX for an out of state move to occur on XX/XX/XXXX. After several weeks of no response or correspondence, I finally spoke with XXXX on XX/XX/XXXX, when I was advised that their mover wasnt able to complete my move '' and my scheduled OUT OF STATE move of XX/XX/XXXX was being changed to XX/XX/XXXX! Note, I initiated this call & this moving date was changed without my consent any or any notice and or communication. In addition to my out of state move having been changed, XXXX also advised me that my furniture would arrive up to two weeks post the new move date of XX/XX/XXXX?! XXXX told me that they were not able to refund my deposit as my move was cancelled after their XXXX window of having booked my move. 

XXXX not sure where the disconnect is, but I am the victim here as I paid a {$1000.00} deposit for a move that didnt occur due to no error of my own. If I'd cancelled my move, I'd gladly accept my refund not being refunded, however XXXX rescheduled my move without any notice of consent & I shouldn't be penalized due to their shotty service. 

I have previously provided ALLY/OLLO with all of the applicable supports in addition to waiting an extensive wait time to speak to a rep, only to be transferred & placed back on hold and or disconnected. 

After questioning my denial with your rep XXXX on XX/XX/XXXX, her response was theres a lot going on in the world, I guess to say this claim was irrelevant and or was not important. XXXX then requested I send in a second letter requesting my claim be reopened, of which I did. 

On XX/XX/XXXX, I receive a voicemail from Ally requesting a callback. Today, XX/XX/XXXX, I just called Ally back & spoke to a CSR, who transferred me to the Dispute department, who then transferred me to a supervisor, named XXXX. XXXX apologized profusely for the handling of my claim & requested I fax a THIRD letter in requesting my claim be reopened?! XXXX also indicated that she was forwarding my claim to " Management '' and to expect a call within XXXX as I needed to speak to " Management directly '' as she had no authority?! So to clarify my next steps, I confirmed with XXXX, that I was to anticipate a call from " management '' from an unknown phone number, and If they by chance receive my voicemail again, I would need to return the call to their customer service dept. @ XXXX, who will then transfer me to the dispute department, who will them transfer me to a supervisor, who in turn will transfer me to a " member of Management ( if one is available ) '' and she replied yes!!!!!!!!!!!!!!!!!!! 

Aside from my formal complaint regarding my refund, the service provided by Ally is atrocious & should not be tolerated. Please note, that due to the mishandling of my claim, I have since closed my credit card account!

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