Consumer complaint received 2025-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: ALLY FINANCIAL INC.
State: AZ

Complaint narrative:
I had filed a charge back with Ally Bank, disputing a XXXX charge over {$270.00}. On XX/XX/year>, I placed a meat and dairy order on XXXX. I am in XXXX XXXX, Arizona and the temperature was over XXXX XXXX. I got a notice from XXXX that my shopper had checked out of the store at XXXX hours. The tracking showed my shopper going to different cities in Arizona instead of delivering my order in a timely fashion, as I was already paying a Long distance service fee of {$7.00} plus a Service fee of {$8.00}. My Shopper did not deliver my order until XXXX hours. She drove around in an unrefrigerated car for XXXX ( XXXX ) hours with my order, which consisted of XXXX lbs of meat ; XXXX gallon of milk ; XXXX dozens of eggs ; XXXX XXXX of cheese ; XXXX fl XXXX XXXX XXXX XXXX XXXX ; and a dozen donuts. 
The USDA says that, XXXX XXXX  is the limit for keeping food safe outside the refrigerator or freezer ; XXXX hour if the outside temperature is XXXXXXXX XXXX ( XXXX C ) or above. By delaying delivery by XXXX ( XXXX ) hours, XXXX exposed my food to XXXX, such as XXXX, Salmonella Enteritidis, XXXX XXXX XXXX : XXXX, and Campylobacter, to grow to dangerous levels which can cause severe illness. At over XXXX, these XXXX double in number in as little as XXXX minutes. This temperature falls in the the range of temperatures often termed The XXXX XXXX. 
When I checked my driveway cameras, I noticed that the shopper was removing my order from the back seat of her car. There was no cooling or refrigeration device visible. I brought the food into the house and inspected it. The ice cream was completely melted. The milk was hot. The meat was completely thawed out and warm to the touch. The beef brisket was XXXX percent XXXX!! The eggs were warm, as were the donuts and cheese. 
I immediately contacted Instacart Customer Support, ticket number XXXX, who attempted to process a refund. The Support Agent stated that she had to override the system because it wasnt allowing her to process the return. She sent me an email and asked me to click on the link and briefly state what occurred. I asked her if she wanted me to upload pictures and she said it wasnt necessary because she had already processed my return. Once I was finished, she said I should get my refund in XXXX business days. 
On XX/XX/year>, I noticed a missed call from XXXX. I called Customer Support to schedule another call, which they did ; however, as of this date ( XX/XX/year> ) I have neither received a refund or a call back. 
It is unconscionable that XXXX would not immediately refund my order, or in the alternative, replace the entire order the following day. It is immoral and outrageous to expect a customer to place his family at risk by consuming meat that has been exposed to outside temperatures in excess of XXXX for XXXX hours! I am sure the inside car temperature was in excess of XXXX XXXX. 
In XXXX I was notified by XXXX that my refund has been approved and granted, and I should receive the money in XXXX days. It's been XXXX months and I still have not received the {$270.00} from XXXX, and Ally bank denied my claim. 
This company and its practices should be investigated immediately and perhaps a class action lawsuit may be appropriate. I hope that you are willing and able to assist me in resolving this matter as soon as possible. 

Sincerely, XXXX XXXX XXXX

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