Consumer complaint received 2024-06-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: ALLY FINANCIAL INC.
State: MN

Complaint narrative:
I had a Credit Card with Ollo Financial Services. Ally bought/took over XXXXllo Financial Services and I continually received emails that I didn't have anything to worry about my account, I wouldn't have to do anything, Ally would handle the changes. In XXXX, I expressed my concerns with Ally because : 1 ) In XXXX, XXXX, I had completed an interest fee balance transfer to Ollo, paying off a different credit card ( {$2200.00} ). When Ally took over my Ollo account, interest was charged on that balance transfer. I inquired with Ally about the interest being charged. In XXXX, XXXX, interest was charged on this balance transfer at a rate of 27.24 %, but Ollo previously indicated the interest rate on the balance transfer was 24.24 %. Ally failed to respond to my inquiry about the interest. 

2 ) I paid off my Ally credit card account because they ignored my inquiry, but believed I was being charged a fee to retain my account. I inquired with Ally about this as well at the same time ( but they never responded ). I do believe I was in error about them charging me a fee. 

3 ) My account has been in a " HOLD '' status since Ally took over. I had automatic payments coming charged to this account by when Ally took over, those payment were declined because of this HOLD status. I also inquired about the HOLD status of my account since Ally had sent several emails that I had nothing to worry about, there was nothing I needed to do with my account, Ally was taking care of anything. But since they did not responded about the above, they also did not respond about this.

4 ) My Ollo credit card does not work and I was never issued an Ally credit card. I also inquired about the status of a new card but no response on any of my concerns was just that, no response. 

I inquired again in late XX/XX/XXXX about these items and indicated to Ally that if they did not provide me with the details about my inquiries above, I would file a complaint with the CFPB. Ally responded with a letter that I could call them if I had concerns. I do not wish to call them. I tried calling when I first noticed the change to my interest rate and it was impossible to get hold of someone. I want a written detail ; how did they determine the interest on my balance transfer when I was an Ollo Customer? Why has my account been on hold since they took over my Ollo account and why were my auto-charges I set up declined? Why have they not provided me with a working credit card. 

I was very happy with my account with Ollo Financial Services, since Ally took over my account, I have not been able to use it or get answers from this company. Since I was led to believe there truly was nothing I needed to worry about, why has this turned into such a communication nightmare and why were changes made to my account that I was unaware of ( like being placed on an infinite HOLD ). 

I did not document my communication with Ally as thoroughly as I should have because I've never had a Credit Card company completely ignore me.

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