Consumer complaint received 2017-07-27
Company: ALLY FINANCIAL INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Ally Bank has customer service that is very disconnected and unknowledgeable about the basics in flowing a dispute to the right direction.
A check was first wrongfully taken by Ally Bank at an ATM, and failed to return the check. XXXX XXXX has already resolved this and wrote me a cashier 's check.
But because of a dispute, I brought up with them because Intuit paid a bill of mine to XXXX .... through Ally checking account. I had a three-way call with Ally and Intuit and explained very clearly " Intuit did pay this, but only because the bill was accidentally taken care of, instead of the REMINDER it was only supposed to create. '' After this was clearly stated on phone with two representatives, ... Ally still saw this as " Fraudulent '' and closed the account. After all that explaining, and what I thought was an effective use of customer care, and letting them know this is me. They do n't care about anything going on at the moment. As soon as I contact them again, it 's like I did n't have any request or agreement with them at all. ... ... They take the next action they want, even if lied to me.
All of this has taken at least 4 hours on the phone of my time, not to mention the most important things. Since ALL of these delays ( Ally has caused weeks worth of delays in the few months the account has been opened ). Because of this, I risk paying off my credit card in time, and other various bills.
Each time I have talked to Ally, there is no connection to the last conversation. I have to almost beg, find mindful ways, guide them, hold their hand to the right sources to help me. The attitude is very " Well what do you want me to do :? '' After explaining to them my problem, and clearly, they make me waste so much time that I wonder how much money I am losing by the minute. Not to mention the stress.
On the last conversation I had 2 days ago, XXXX XXXX sends me this email shortly after we agreed on the phone exactly what I wanted, for my account to be kept open, and the dispute dropped because everything was fine now.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - " Dear XXXX XXXX : In support of our commitment to quality, I am emailing you in regard to your new account application. We have been unsuccessful in our attempts to contact you by phone.
If you would like to discuss this further, please contact me at the Executive Resolution Group, XXXXXXXX, Monday through Friday, XXXX XXXX to XXXX XXXX Eastern Time or Saturday XXXX XXXX to XXXX XXXX. Eastern Time.
Questions?
We 're here to help, anytime. Just call XXXX ( XXXX ) 24 hours a day, 7 days a week. You can press " 0 '' to reach a Customer Care Associate immediately.
Sincerely, XXXX XXXX Executive Resolution Specialist | Ally Bank Deposit Operations " '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - An email totally disregarding everything every person has talked with me about, and how I wanted everything resolved. But not just that, they SAID notes would be taken and seen, nothing. And that two days later, the account would be left open, and the dispute dropped, money free.
Contacted them for the 5th time today, same deal. They closed it.
.
This company each time calling has shown ... .. no one is taking notes ... no one cares to fix this .... and each representative has such a MINIMAL knowledge of the bank and how its inner workings are .... This is a far cry from the quality 10 years ago in banking.
What 's funny is ... .. each time Ally has wronged me ... .. they never failed to take the money. They sure took the check into the account when they knew they were closing it, but now is sure gon na give me a hard time taking it out, and transferring it DIRECTLY into my Aspiration account. {$180.00} This is where the resolution kicks in.

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 monetary relief