**Home and Mailing Addresses**

***For address change, advise customers to expect an Address Change Letter.***

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**Concern:** Chat in to update phone number on file to 443-555-7869
Tool to Use: AOS 
Resolution: 
 
**MOBILE APP:**
"Hello this is Jane😊! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your profile update inquiry today. You can do this on the mobile app. Please click on the profile icon at the bottom of your app then click on view and edit contact information. You will be able to update your mailing address, email, and phone number as well if needed."
 
**AOS:**
"Hello this is Jane😊! Thank you for messaging with me today, here at Ally Customer Care. I can certainly assist you with your profile update inquiry today. You can do this on the desktop site at ally.com. Please click on "Profile and Settings" dropdown button on your main page then select 'Personal Information'. Under Personal information you can see your Email, Phone, and Address on file and you can click the 'Edit' button to update your profile information."
 
"I can change your phone number/ address for you as well, I just need you to verify your new profile information for me to proceed."
 
**Phone Number Change Disclosure:**
"I need to be sure that you understand that, by providing us with your phone number, you authorize us to contact you using any telephone number that you provide to us, including a mobile number that you are authorized to use. We may use text messages, prerecorded or artificial voice messages, or automatic dialing system. Ally won't charge for any contact, but your mobile phone service provider may."
 
**If cx does not agree to the Phone Number Disclosure:**
'Revoke automated use of this number'

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**Concern**: Chat in advising name needs a middle initial 
**Tool to Use:** CEDAR or AOS
**Resolution:** The following request is considered "Name Change" and proper documentations is required
**Name Change- **
Cx may complete the name change request form (Available via CEDAR or AOS) - **Written request that includes:**
Account Number
Former Name and former signature
New Name and new signature
A copy of one of the following documents showing the new Name:
Signed SSC
Marriage Certificate
Divorce Decree
Driver License
Government or Statement Issue ID Passport
 
**Request should be returned by:**
Secure Messaging in AOS
Fax to 1-866-699-2969
Mail to - Ally Bank PO Box 951 Horsham, PA 19044

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**Concern:** Chat in to receive help navigating in AOS to update personal information 
**Tool to Use:** AOS
**Resolution:** Give a walkthrough to the customer on how to update his/her personal information inside AOS. You can also provide a card (video) inside live engage containing the steps or instructions on how they can update it on their end. 



**ADDRESS LETTER REMINDER AND TURN AROUND TIME:** 

By the way, for security reasons, when a change is made either to your home or mailing address, a letter will be generated and sent to your previous and new address. The letter will be delivered to you within 7-10 business days.