My canned responses for DBC maintenance KA (remember that articles get updated so not everything here may be up to date) 

  

Activation (No IVR Issues) - I would be glad to walk you through activating your Debit Card [insert customer name]. The best way to activate your Debit Card is by contacting the Activation Line (phone number 833-414-4855) while in possession of your card. 

  

  

Activation (IVR Issues) - I am sorry for the inconvenience you are experiencing with activating your Debit Card [insert customer name], I would be happy to try and help you resolve that matter. 

  

  

Activation (Reissued Card) - I see your card is a reissue of a previous card, and you can activate your card by using your card to complete a transaction using your PIN. 

  

  

Activation (Manual) - I can try to manually activate your Debit Card for you today, if you would like. 

  

  

Activation (Manual Verification) - For me to do so, can you please verify the Last 4 Numbers and Expiration Date of the Debit Card you are trying to activate? 

  

  

Activation (Manual Verification Pass) - Thank you for verifying that information for me [insert customer name]. I am processing your request now, please allow me [insert hold time] minutes to complete your request. 

  

  

Activation (Manual Complete) - Thank you for your patience [insert customer name here], I have activated your Debit card. Please just be advised that you will still need to set your PIN. Until the PIN is created, the Debit Card can be used to initiate signature authorized and internet authorized transactions but cannot be used for PIN authorized transactions. 

  

  

Activation (Manual Verification Fail) - Thank you for that information [insert customer name]. I was not able to locate a Debit Card in your name using that information, can you please confirm that you have the Debit Card in your possession at this time and that the Debit Card is in your name? 

  

  

Activation (Card Not in Possession) - I am sorry [insert customer name], but I can’t complete your request without the Debit Card being in your possession to verify the card information. Can I assist you with anything else today? 

  

  

Activation (Name Mismatch) - I am sorry [insert customer name], but only the Debit Card owner can activate the card. Please have the Debit Card owner contact us to complete the activation process. Can I assist you with anything else today? 

  

  

PIN Change (No IVR Issues) - I would be glad to walk you through changing your Debit Card PIN [insert customer name]. The best way to change your Debit Card PIN is by contacting the Activation Line (phone number 833-414-4855) while in possession of your card. 

  

  

PIN Change (IVR Issues) - I am sorry for the inconvenience you are experiencing with changing your Debit Card PIN [insert customer name], I would be happy to try and help you resolve that matter. 

  

  

PIN Change (Manual) - I can try to manually change your Debit Card’s PIN for you today, if you would like. 

  

  

PIN Change (Manual Verification) - For me to do so, can you please verify the Last 4 Numbers and Expiration Date of the Debit Card you are trying to change the PIN for? 

  

  

PIN Change (OTP) - And for security purposes I will need to send you a One Time Passcode (OTP) via text message for verification. The phone number must be a U.S. number and can’t be a VOIP/Internet based number. Do you have a number that you can receive the OTP to? 

  

  

PIN Change (OTP Fail) - Unfortunately since we did not complete the OTP security procedure, I will not be able to complete your request at this time. I will relay your request to one of our specialist representatives, who will review the request and contact you directly within 1 – 2 business days.   

  

  

PIN Change (Manual Verification Pass) - Thank you for verifying that information for me [insert customer name]. I am processing your request now, please allow me [insert hold time] minutes to complete your request. Please be advised that once complete, your Debit Card’s PIN will be set to the Last 4 Numbers of your Social Security Number. 

  

  

PIN Change (Manual Complete) - Thank you for your patience [insert customer name here], I have changed your Debit Card’s PIN. Your Debit Card’s PIN is now set to the Last 4 Numbers of your Social Security Number. 

  

  

PIN Change (Manual Complete, No IVR Issues) - For the security and safety of your account, we strongly encourage you to change the PIN to a different number using the Debit Card Activation Line (phone number 833-414-4855) at your earliest convenience. 

  

  

PIN Change (Manual Verification Fail) - Thank you for that information [insert customer name]. I was not able to locate a Debit Card in your name using that information, can you please confirm that you have the Debit Card in your possession at this time and that the Debit Card is in your name? 

  

  

PIN Change (Card Not in Possession) - I am sorry [insert customer name], but I can’t complete your request without the Debit Card being in your possession to verify the card information. Can I assist you with anything else today? 

  

  

PIN Change (Name Mismatch) - I am sorry [insert customer name], but only the Debit Card owner can change the card’s PIN. Please have the Debit Card owner contact us to complete the activation process. Can I assist you with anything else today? 

  

  

PIN Counter Reset (Opening) - [insert customer name] it looks like you have entered an incorrect PIN too many times while attempting to use your Debit Card. We will need to reset your PIN attempts for you to use your Debit Card for any further PIN transactions. Would you like to do so with me now? 

  

  

PIN Counter Reset (Manual Verification) - For me to do so, can you please verify the Last 4 Numbers and Expiration Date of the Debit Card? 

  

  

PIN Counter Reset (OTP Verification) - And for security purposes I will need to send you a One Time Passcode (OTP) via text message for verification. The phone number must be a U.S. number and can’t be a VOIP/Internet based number. Do you have a number that you can receive the OTP to? 

  

  

PIN Counter Reset (OTP Fail) - Unfortunately since we did not complete the OTP security procedure, I will not be able to complete your request at this time. I will relay your request to one of our specialist representatives, who will review the request and contact you directly within 1 – 2 business days.   

  

  

PIN Counter Reset (Manual Verification Pass) - Thank you for verifying that information for me [insert customer name]. I am processing your request now, please allow me [insert hold time] minutes to complete your request. 

  

  

PIN Counter Reset (Manual Complete) - Thank you for your patience [insert customer name here], I have reset your Debit Card’s PIN attempts. Would you be able to try your transaction again to see if the issue is resolved? 

  

  

PIN Counter Reset (Manual Verification Fail) - Thank you for that information [insert customer name]. I was not able to locate a Debit Card in your name using that information, can you please confirm that you have the Debit Card in your possession at this time and that the Debit Card is in your name? 

  

  

PIN Counter Reset (Card Not in Possession) - I am sorry [insert customer name], but I can’t complete your request without the Debit Card being in your possession to verify the card information. Can I assist you with anything else today? 

  

  

PIN Counter (Name Mismatch) - I am sorry [insert customer name], but only the Debit Card owner can reset the card’s PIN attempts. Please have the Debit Card owner contact us to complete the activation process. Can I assist you with anything else today? 

  

  

IVR Unlock (Opening) - [insert customer name] it looks like you have failed to complete the Debit Card Activation Line’s verification process too many times. We will need to submit a request to reset your Activation Line attempts for you to use the Activation Line. Would you like me to do so now? 

  

  

IVR Unlock (Complete) - I have relayed your request to one of our specialist representatives, who will review and process the request within 1 business day. 

  

  

Consecutive Declines Counter Reset (Opening) - [insert customer name] it looks like you have had too many consecutive declined Debit Card transaction attempts. We will have to reset your transaction attempts for you to be able to continue using your card. Would you like to do so with me now? 

  

  

Consecutive Declines Counter Reset (OTP Verification) - And for security purposes I will need to send you a One Time Passcode (OTP) via text message for verification. The phone number must be a U.S. number and can’t be a VOIP/Internet based number. Do you have a number that you can receive the OTP to? 

  

  

Consecutive Declines Counter Reset (OTP Fail) - Unfortunately since we did not complete the OTP security procedure, I will not be able to complete your request at this time. I will relay your request to one of our specialist representatives, who will review the request and contact you directly within 1 – 2 business days. 

  

  

Consecutive Declines Counter Reset (Verification Pass) - Thank you for verifying that information for me [insert customer name]. I am processing your request now, please allow me [insert hold time] minutes to complete your request. 

  

  

Consecutive Declines Counter Reset (Complete) - Thank you for your patience [insert customer name here], I have reset your Debit Card’s transaction attempts. Would you be able to try your transaction again to see if the issue is resolved? 

  

  

3rd Party Lost/Stolen Card Report (Joint Owner) - Thank you for informing us [insert customer name]. If the Debit Card owner needs us to replace the card that you are reporting, please have them contact us directly so that we can get them a new Debit Card. 

  

  

3rd Party Lost/Stolen Card Report (NOT Joint Owner) - Thank you for letting us know [insert customer name]. Can you please verify only the Last 6 Numbers of the Debit Card and the Name on the Debit Card? 

  

  

3rd Party Lost/Stolen Card Report (NOT Joint Owner, Complete) - Thank you so much for that information. Please destroy the Debit Card. 

  

  

Limit Increase (Opening) - [insert customer name] I would be happy to try and assist you with increasing your Debit Card’s spending limit today. Are you trying to increase your Point of Sale (POS), Automated Teller Machine (ATM), or Cash Advance (OTC) spending limit? Also can you please provide a short description for the reason of your request today? 

  

  

Limit Increase (Verify Amount) - And can you please confirm the amount you would like your [insert limit type] limit to be increased to? 

  

  

Limit Increase (New Customer) - I am sorry [insert customer name], but at this time we will be unable to complete your request. 

  

  

Limit Increase (New Customer Reason) - During the first 30 days of account opening, your ATM and Cash Advance Debit Card limits are capped at $1,000, and your Point Of Sale Debit Card limit is capped at $2,000. Once the 30-day period has expired, your limit for Point Of Sale transactions will automatically increase to $5,000. 

  

  

Limit Increase (No PV Profile) - [Insert customer name] I am sorry, but I will be unable to complete your request at this time due to system maintenance. I can relay the request to one of our specialist representatives so that they can complete your request after maintenance has been completed in about 1 – 2 business days, if you would like. 

  

  

Limit Increase (No PV Profile, case approved) - I will go ahead and submit your request then. Please allow me [insert hold time] minutes to submit your request. 

  

  

Limit Increase (No PV Profile, case NOT approved) - I apologize for the inconvenience [insert customer name], feel free to contact us again regarding your request in about 1 – 2 business days once maintenance has been completed so we can process your request. 

  

  

Limit Increase (Available Balance < Requested Amount) - In order to submit your Debit card limit increase request [insert customer name], the available account balance must be equal or greater than the requested limit amount. I will not be able to submit your request until a deposit is made to increase your available balance. 

  

  

Limit Increase (OTP Verification) - And for security purposes I will need to send you a One Time Passcode (OTP) via text message for verification. The phone number must be a U.S. number and can’t be a VOIP/Internet based number. Do you have a number that you can receive the OTP to? 

  

  

Limit Increase (OTP Fail) - Unfortunately since we did not complete the OTP security procedure, I will not be able to complete your request at this time. I will relay your request to one of our specialist representatives, who will review the request and contact you directly within 1 – 2 business days. 

  

  

Limit Increase (OTP Pass) - Thank you for verifying that information for me [insert customer name]. I am submitting your request for approval now, please allow me [insert hold time] minutes to submit your request. Please be advised that if your request is approved, the limit increase will be effective for 3 business days. 

  

  

Limit Increase (Any Red Flag Failed) - Thank you for your patience [insert customer name]. Unfortunately at this time your request was not approved for immediate processing. I will relay your request to one of our specialist representatives who will review the request and contact you directly within 1 – 2 business days. 

  

  

Limit Increase (All Red Flags Pass) - Thank you for your patience [insert customer name], your Debit Card [insert limit type] limit increase request has been approved and is effective as of now. Your limit increase will be effective for 3 business days. 

  

  

Limit decrease (Opening) - [insert customer name] I would be happy to try and assist you with decreasing your Debit Card’s spending limit today. Are you trying to decrease your Point of Sale (POS), Automated Teller Machine (ATM), or Cash Advance (OTC) spending limit? Also can you please provide a short description for the reason of your request today? 

  

  

Limit decrease (Verify Amount) - And can you please confirm the amount you would like your [insert limit type] limit to be decreased to? 

  

  

Limit decrease (No PV Profile) - [Insert customer name] I am sorry, but I will be unable to complete your request at this time due to system maintenance. I can relay the request to one of our specialist representatives so that they can complete your request after maintenance has been completed in about 1 – 2 business days, if you would like. 

  

  

Limit decrease (No PV Profile, case approved) - I will go ahead and submit your request then. Please allow me [insert hold time] minutes to submit your request. 

  

  

Limit decrease (No PV Profile, case NOT approved) - I apologize for the inconvenience [insert customer name], feel free to contact us again regarding your request in about 1 – 2 business days once maintenance has been completed so we can process your request. 

  

  

Limit decrease (PV Profile Available) - Thank you for that information. I am processing your request now, please allow me [insert hold time] minutes to complete your request. 

  

  

Limit decrease (Complete) - Thank you for your patience [insert customer name], your Debit Card [insert limit type] limit decrease request has been approved and is effective as of now. Your limit decrease will be effective indefinitely until you contact us again to increase your limit back to the standard limit or above the standard limit. 

  

  

Travel Note/Advisory (Customer Mentions Travel) - Your trip to [insert travel destination] sounds pretty exciting [insert customer name]. Since you will be traveling would you like me to place a travel note on any of your Debit Cards that you will be taking with you to reduce the chances of your card being declined while traveling? 

  

  

Travel Note/Advisory (Customer Requested/Approved) - [Insert customer name] I would be happy to place a travel note on your Debit Card(s) for your trip. Can you please confirm the Last 4 Numbers and Expiration Date of the Debit Card(s) you will be taking with you? 

  

  

Travel Note/Advisory (Confirm Countries) - Thank you for that information. Can you also please confirm the Start Date and Expected Return Date of your trip, as well as the country(s) that you will be traveling through during that time? 

  

  

Travel Note/Advisory (Finalizing) - Thanks for providing me that information, I am processing your request now. Please allow me [insert hold time] minutes to complete the request. While I am doing so please be aware of the following additional information regarding using your Debit Card while traveling: 

  

  

Travel Note/Advisory (international Fees) - An International Transaction fee is charged on any transaction originated by a merchant, terminal, ATM or Network not in the United States. The International Transaction fee is charged by the network provider (e.g. MasterCard) of Ally’s Debit Cards. The International Transaction fee is 1% of the transaction amount as stated in Ally’s Deposit Agreement. The International Transaction will NOT be refunded. 

  

  

Travel Note/Advisory (ATM Withdrawals) - Allpoint ATMs are available outside of the United States in Canada, United Kingdom, Puerto Rico, Australia, and Mexico. If you need to locate any Allpoint ATMs within those countries you can use our ATM Locator at www.allpointnetwork.com and any transactions performed at Allpoint ATMs are surcharge free. MoneyPass ATMs are not located outside off the U.S. 

  

  

Travel Note/Advisory (Contacting Ally) - If you need to reach us while traveling, Ally Bank’s international phone number is 757-247-2559. You can call us collect or contact us online via Chat, In-App Messaging or Secure Messaging. If you log into your account online while traveling, please be advised that the multifactor authentication security code can only be sent to a U.S. phone number that is not a VOIP/Internet based number. 

  

  

Travel Note/Advisory (Complete) - Thank you for your patience [insert customer name], I have completed your request. Your travel note for the time of [insert travel dates here] has been placed for your Debit Card(s). 

  

  

DBC Stop Payment (Customer Request) - I would be happy to try and assist you with that transaction. Please allow me [insert hold time] minutes to review the transaction. Please be advised that we can only place a stop payment on Recurring Debit Card transactions. 

  

  

DBC Stop Payment (One Time Transaction) - [Insert customer name] unfortunately that transaction can’t be stopped by Ally. You can contact the merchant to cancel the transaction. If the transaction is unauthorized, a dispute can be submitted once the transaction posts to your account . If your Debit Card is compromised, the Debit Card can be closed, and a new card can be ordered. 

  

  

DBC Stop Payment (Recurring) - Thank you for your patience [insert customer name], I have located the Recurring transaction(s) in question, and I am placing the Stop Payment(s) now. Please allow me [insert hold time] minutes to finalize the request. 

  

  

DBC Stop Payment (Complete) - [Insert customer name here] I have completed your request. If you continue to experience further charges after I have placed the Stop Payment(s) please feel free to contact us again so we may assist you. If you need to Dispute any posted charge(s) on your Debit Card, please do so from your Transaction History in your Account Details page or contact Ally Bank’s phone customer service at 877-247-ALLY (2559). 

  

  

Link an Existing DBC to a New Account (Opening) - [Insert customer name] due to your [insert account] becoming compromised, we can link your Debit Card for that account to your [insert second account] instead of ordering you a new Debit Card. Doing this would avoid you having to wait for a new Debit Card to be mailed to you, as well as avoiding having to update your Debit Card information with any merchants you have registered your Debit Card to. Would you like me to do this for you today? 

  

  

Link an Existing DBC to a New Account (Approved) - I would be happy to do that for you today [insert customer name]. Please allow me [insert hold time] minutes to process your request. 

  

  

Link an Existing DBC to a New Account (Denied) - I understand [insert customer name here]. If you would like to order a new Debit Card for your [insert second account], you can do so at any time after [insert second account] is funded.