Consumer complaint received 2023-07-18
Company: ALLY FINANCIAL INC.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Ok so Im having a problem with ollo credit card. On XX/XX/XXXX I called in and told them I was traveling to XXXX XXXX to make sure I wouldnt have any issue with the card when I got there I also did it on the ollo app. I get to XXXX try to use my card and it was denied. I called in and I was told it was flagged because its being used in XXXX  I told them I called in before traveling to let them know so I wont have this issue. I was told I would need to fax a copy of my ID and a utility bill and it can only be faxed not emailed. I didnt have access to a fax machine so I was stranded in car rental late at night with my XXXX XXXX girls. When I returned to XXXX I sent in what was requested on XX/XX/XXXX waited the XXXX called in and was told they couldnt see the ID and that I would need to fax another copy. On XX/XX/XXXX I faxed a second copy of the ID waited XXXX  called back was told I needed to have access from the phone on file I didnt have it at the time so I had to wait until I had back since its my work phone. I called back a few days later and was told that they did receive what was needed was put on hold they was transferred to fraud department where I spoke to a man named XXXX he told me I would need an account verification letter from the bank I use to make payments and that I would need to fax that at this point Im beyond frustrated so I wasnt exactly nice with him. I go to the bank ask for the verification letter they tell me they dont have anything like that and i explained the situation they said that its weird that Im being asked for something like that and the best they could do is print up a letter showing that I have an active account with XXXX XXXX I take that and I also go to XXXX XXXX XXXX where I have a second account even though its not the account I use to pay ollo with to see if they have a verification letter I was told the same thing that they have that and was give that type of letter showing I have an active account. I faxed both letter to them waited 3 days to call back go through their process transfer after transfer to be told they only received the letter from XXXX XXXX XXXX I complained told them I sent both to please check again and as told yes we have them both but thats not what they asked for and proceeded to tell me to go ask for an authorization letter. I explained what happened at the bank and asked what will be the next step since the bank doesnt do that they didnt have a answer for that question and transferred me to Antwan he said they only received the XXXX XXXX XXXX letter I told him the lady that transferred found both letters in the system to look again then he says thats not what we need that they need a letter from the XXXX XXXX bank from the manager saying that Im the owner of the account and that there was nothing more that can be told to me because its under fraud investigation. I told him they wont do that letter because I asked for something like that when I went to the bank and what else I can provide he said again I cant give anymore information because its under investigation and that I would need that letter. I said ok so since this is going to take a long time how will I be able to make my next payment since the account is locked and according to you Im basically not an authorized user on the XXXX XXXX XXXX  that I use to make the payment he say again I cant give any more information because its under investigation and that I need to provide the paper they are requesting. Then I was told that my voice doesnt sound like the voice of the person that called in when this problem originally started and that I would need the bank letter I asked if a notarized letter would work since I have to provide ID to a notary I was told no that it needs to be a letter from my bank. It has been over a week since I returned to XXXX  without having any resolution to a problem Ollo created and I believe the man XXXX is giving me a hard time because he didnt like my attitude on the phone. I dont know what else to do to resolve this when I ask to speak to someone higher they say I will get a call back but never do. Im hoping that there is something you can do. Thank you

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