Consumer complaint received 2024-02-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: ALLY FINANCIAL INC.
State: TN

Complaint narrative:
Ally bank took over our credit card from XXXX XXXX  in XXXX or XXXX. We never had any issues while with XXXX, which we had for years, and used the card in the exact same manner. As soon as Ally took over, my card started getting shut down approximately once every other month with no notification to me other than finding it denied when going to make a purchase. Each time, I had to contact the card company, waiting on extensive hold times. They informed me each time that it was shut off due to potential fraud because I was making multiple payments each month, paying off the card. Yes I make multiple payments each month, as I do not want to carry a balance and accrue interest. I have never had this issue with any other card. Each time I spoke with Ally, they guaranteed they were noting on my account to shut off that fraud prevention trigger. And each time my card has continued to be shut off. After performing some searches and reviews on the Ally bank, I found this issue is very widespread. At this point, based on the bank 's continued fraud trigger excuse, I allege that the card company is purposefully trying to dissuade consumers from paying off their card, forcing consumers to carry balances, in order to accrue interest. I do not know if this is illegal, but it certainly should be. I would have already switched cards, but I had so much set up on autopay, it would have been very difficult. 
Then sometime XXXX XXXX, my card was shut off yet again. I called and they claimed the same reason. However, this time they told me in order to get my card active again, I had to get them a letter from my bank. I spoke to the bank who firmly stated they would never give such a letter to a credit card company, nor should the card company request such a letter. I called Ally back, explained this, and they were miraculously able to get the card turned back on without a letter from my bank on XX/XX/XXXX. 
XX/XX/XXXX, the card was shut off yet again! For the same reason. I had made maybe a few purchases that had to go through due to autopay, and paid off the card, which apparently triggered it being shut off again. When I called back this time, they said it was on a 5 day hold required by their bank ( is Ally not the bank? ) due to the fraud trigger with which no employee of Ally could do anything about. This 5 day hold has never been required before. Waited 5 days and called back, still on the 5 day hold. Waited a few more days and called back, still on a 5 day hold. This 5 day hold lasted for several weeks with me calling every few days, until I finally gave up and filed a complaint through the XXXX. Ally responded to the complaint saying they were waiting on the same letter from my bank they had requested the previous time they had shut off my card, which turned out they did not need. I responded with the same response I had given previously, that their response was not satisfactory, that the bank will not provide this letter. I have not received another response from the XXXX  complaint. However, when I called Ally back, they are no longer saying they are waiting on this letter, they are saying my account is under review, and there is nothing anyone can do about anything. So now my account has been under review since XX/XX/XXXX with repeated attempts to contact and many hours wasted on hold. Throughout this time, I have received NSF charges from various accounts who have tried and failed to be able to charge this card on file for autopay. I have now redirected all accounts away from this card. I have contacted Ally and advised them, i no longer desire the card to be reactivated, as you would think that is the problem. No reactivation, no problem, right? Nope. I just want to apply the many, many points I have accrued to the remaining balance, pay it off, get my statements, and close the account. Should not be difficult, right? Nope. They will not apply the points, they will let me pay off the card, but nothing else. I need my statements in order to file taxes. I do not have access to my online account, nor will they email me the statements. Why will they not even email me my statements? Those are mine which I would have if I had not enrolled in paperless statements. Those are my records; refusing my access to my records has got to be illegal. I am worried this will affect my credit, there is still no end in sight, plus I really need those statements. 
Please help!

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