Consumer complaint received 2024-02-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: ALLY FINANCIAL INC.
State: SC

Complaint narrative:
On XX/XX/XXXX, I called the credit card customer service line and told them I wanted to pay the whole credit limit of {$2600.00} and I would only give them that payoff if they will waive any and all fees associated with this account. I was three months late, and I saved up money, so I could just pay the balance in full and be done with it. The customer service rep I spoke to promised me that he sent in the application to waive all the fees that are larger than the credit limit, my credit limit is {$2600.00} and after three months, the balance went OVER my limit with multiple fees and ended up being over {$2900.00}. So in a matter of three months their fees took the balance $ XXXX over my credit limit, which in and of itself is ridiculous.. After he promised me that all the fees will be charged off, I still continued to ask him to make sure that if I pay {$2600.00}, all the extra overages would be null and void. He never once said, oh, Im only allowed to waive one {$40.00} feeThat conversation never took place. Today on XX/XX/XXXX, I called the card company after I noticed that I still had over {$400.00} in charges still on my account and the card is still noticed in the system as defaulted with a negative credit limit. Went from {$2600.00} to - {$410.00}?. I called and tried to contact the supervisor. They said that they are only allowed to charge off {$40.00} and that is the most that they can do. I told them repeatedly for them to listen to the conversation since it is always a recorded line and to see that the employee did not tell me anything about only one charge being taken off the account, nor did anyone say my card is unusable? Why would I have paid off a card that would just end up being closed anyways? That hurts my credit even more so. I was never told this. They then put me on extended periods of holds. They keep reading to me what the notes in the system says, but I told them they need to pull the recording because what he put in the system is not what we spoke about on the recorded line. I tried to call twice and I was put on extended period of holds, they kept saying that the supervisor wasnt available to speak with me and I knew that they were trying to play a game with me. So here I am today making a complaint. All I ask is for the very least have three of the late fees deducted off the account and have my account active. Its still over {$400.00} thats still owed even though I paid my full credit limit amount I want at least {$120.00} off that account, which is the {$40.00} late fee I accrued while being 3 months late. Ill let all the other charges slide, which is interest, etc. I believe I am owed what I was told I would get. For me to give them {$2600.00} and still have a card listed as locked and in default is ridiculous, and I never even received the fee waiver I was promised. I shouldve just let it go to debt collections because that is hard earned money I could have just kept in my bank account. Pointless. This card used to be owned by OLLO, and ever since they transferred over into Ally, its been the worst experience.

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