Consumer complaint received 2015-10-07
Company: ALLY FINANCIAL INC.
State: TX
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
Hello I am a current customer of yours. I contacted Ally collections dept today ( XXXX/XXXX/15 ) and spoke with a woman by the name of " XXXX ''. I spoke with XXXX about an issue relating to an late fee that was suppose to be adjusted about a month ago and it wasnt. XXXX was VERY RUDE AND UNPROFESSIONAL! Everytime I would try to explain things to her I would get cut off. She wasnt a good listener at all! When she was speaking to me she acted like she was speaking to a child or something and I let her know that I am a grown woman and she needs to learn how to speak to customers. I explained to her that I had called about a month ago and spoke with a supervisor about this adjustment. She told me No You Havent! She went on to belittle me because there were payments on the account from last year that were insufficient. She went as far as being very disrespectful about me speaking to another rep prior to speaking with her about an extention. She said well its in your notes that you asked the other rep why was she asking so many questions in order to get an extention. She said its been 3 years since you 've had an extention so the policy changes! I told her well I do not know anything about how your policies work I was just asking the other rep is it necessary to ask all these questions in order to get an extention! She said well we doing this for your benefit it do not really matter to us we are tying to help you out and if we need to ask questions we will! I told her XXXX XXXX XXXX that the conversation I had with the other rep isnt any of her concern nor do we need to be discussing what I spoke about with the other rep! I told her we are suppose to be speaking about this late fee that is suppose to be adjusted! XXXX said well im not doing anything about the late fee not being adjusted! I said ok let me speak to your supervisor! She said well ill just put in a request so you can speak to oneXXXX I said no I want to speak to your supervisor Now! She acted as if her supervisor was in a meeting. She I cant just put a supervisor on the phone to speak with you! I told her that is a Lie Ive called plenty of times and requested a supervisor and they were immediately put on the line with me! She knew she was being very rude and didnt want anyone to know about it! So I argued with her continuousily and she finally put a supervisor on by the name of XXXX. This woman did a way better job in fixing the problem I called about. But what needs to happen is this XXXX person needs to be fired! She did not try to fix the problem she wanted to argue and belittle the customer! I told XXXX I had been having problems making full payments due to me being in the hospital for several months for XXXX complications. She wasnt concerned at All! She said by you making these partcial payments you arent doing anything for your account! We dont care about you calling in and asking for extentions they arent doing anything for you we want the money! So with that being said she is as low as they come! She does not need to deal with customers at all! Her behavior was unacceptable! She needs to be terminated im sure im not the only person who has had this problem with her! Its people like her who makes it hard for the entire company! She makes the entire company look bad! Never should you argue with a customer! I though you guys needed to know about this person! I will be contacting others over your company about this issue!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation