Consumer complaint received 2021-03-09
Company: ALLY FINANCIAL INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
XX/XX/2021 Dear CFPB, In its response of XX/XX/2021, a copy of which is attached, to my previous complaint to you, Ally Bank has provided some misleading and inaccurate information. 

Ally Bank has not addressed the issue that I reported and provided a response to my CFPB complaint that was misleading. The representative who responded to my inquiry provided factually false facts and manipulated the numbers to justify the limits on the payments that I can send using the company service : 1. As an example, the Ally Bank representative stated the following : " on XX/XX/2021, you have scheduled XXXX payments in the amounts of {$1.00}, {$650.00}, and {$1000.00} to be sent on XX/XX/2021 '' The truth is that I scheduled the above mentioned payments months in advance, not on XX/XX/2021 and I scheduled them to be delivered on XX/XX/2021 and not on XX/XX/2021. 

2. Ally Bank listed on its website {$5000.00} DAILY limit for XXXX payments, which, unless Ally Bank 's intention was to mislead the customers, means the limit is reduced for a single day, which can explain why my limit for payments to be set on XX/XX/2021 was reduced to {$3300.00}, but it did not and would not explain why my payments on other days on, which I had scheduled no payments would be reduced to {$3300.00}. 

The screenshot that I had provided in my original complaint documented the limit of {$3300.00} for payments on XX/XX/2021, the date for which I had not scheduled any payments. I clearly stated that date in my complaint and it is not clear to me why the Ally representative overlooked that fact and decided not to respond to the issue that I reported. 

After reviewing Ally Banks response of XX/XX/2021 I went ahead and attempted to schedule another payment on XX/XX/2021 using Ally Banks XXXX service. I believe that Ally Bank should have sufficient time to investigate my new complaint prior to XX/XX/2021 and clarify why the published limits for XXXX payments listed on Ally Banks website today do not reflect the reality. 

The attached screenshots show that I am trying to schedule a payment to be sent on XX/XX/2021 and that the limit for the payment is {$2300.00} while the daily limit shown is {$5000.00} and the 30-day limit shown is {$10000.00}. I have no payments scheduled for the day of XX/XX/2021 and my other scheduled payments within a 30 day window of XX/XX/2021 are totaling less than {$2600.00} for XX/XX/2021 and less than {$2600.00} for XX/XX/2021. In addition to that, my total payment activity in the last 30 days using XXXX service was less than {$2600.00}. 

I would appreciate that Ally Bank provides an explanation how it arrived to the figure of {$2300.00} for the payment limits for XX/XX/2021 and how that calculation corresponds to the advertisements of the service made to consumers. 

As before, I request that Ally Bank should stop providing misleading information to consumers and the CFPB and brings its documentation and its advertisements of the XXXX payment service in line with the actual limitations it imposes on customers.

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