Consumer complaint received 2022-01-16
Company: ALLY FINANCIAL INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/2022 customer service representative named XXXX ( or '' XXXX '' ) said " yes, you can open an account here and we will not charge stop payment on cashier check we call them official checks there is no cancellation fee. we will charge you {$15.00} to overnight mail your requested XXXX official checks. ". I than opened my account with Ally bank over the telephone with XXXX and received wire deposit instructions. I sent a wire of {$1100.00} from XXXX XXXX XXXX XXXX XX/XX/2022 and it posted in my Ally bank account the next day on XX/XX/2022. I called Ally bank on XX/XX/2022 requesting XXXX expedited official checks. Ally bank said that the {$15.00} fee is per check and that their is a {$25.00} stop payment fee. I said mail the checks and Ally bank said because your requesting 10 official checks we think that is a strange request and we will put your account on a 2 to 3 day hold until tuesday XX/XX/2022 until we make a determination weather or not we will allow you to request 10 official checks. I explained to XXXX agent XXXX that when I opened the account on XX/XX/2022 I already asked these questions and XXXX did not explain the process accurate. I requested a supervisor. The supervisor name was XXXX, she said that XXXX gave me the wrong information and that stop payment fee on official checks are {$20.00}. I told XXXX I am disappointed in your bank giving wrong inaccurate price quotes and set wrong expectations about how soon I could receive an official check. XXXX disconnected the phone line and placed a block on my account. I logged in on XX/XX/2022 and my Ally checking account has a message " online access temporarily blocked ''. I called the same XXXX hour Ally bank customer service number XXXX and XXXX picked up the phone said he was " general service or customer service agent and that he could not give me information about my account status that I would need to call back tomorrow Sunday XX/XX/2022 ''. I requested a supervisor. XXXX employee number # XXXX said she is a escalation agent. XXXX said that XXXX gave incorrect information about the schedule of what he called the " support team '' XXXX calls the " XXXX XXXX Department '' will not be available until " maybe '' tomorrow. I asked XXXX is she sure, she said actually she does not know and that she now wish she can change her answer and say that the lost prevention department is closed Sunday XX/XX/2022 because of holiday schedule. I told XXXX it is very important that I get the correct information because her bank Ally Financial XXXX XXXX, has now created a pattern of bad behavior of giving wrong information and that I am a new customer and this is not the level of service I'm looking for. XXXX denied getting me the correct information about Ally banks lost prevention department 's holiday schedule. XXXX said that she will be disconnecting the call. I told XXXX my account is blocked online and that i have no money that I can live on. XXXX said ticket # XXXX on XX/XX/2022 XXXX blocked my 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 non-monetary relief