poWerpuff rivera

[3:22 PM] Dioven Jane Gargoles I am sorry to hear that you are experiencing that. I do greatly apologize but it appears that our Ally Assist Bot has directed you to Ally Bank's customer service chat. Money Market Mutual Funds are handled by Ally Invest. If you would like I can try to connect your chat to Ally Invest for one of their representatives to further assist you with that inquiry. heart 1 [3:22 PM] Dioven Jane Gargoles Dispute

"On the main Snapshot page click on the 'Account' dropdown button. Choose the account that shows the posted transactions. Now locate the transaction that you want to dispute. Scroll down to see the transaction details. From the transaction details, you can click on 'Dispute this Transaction' button. You will have review the details of your transaction, and answer some questions about your card and transaction.

At the bottom, you have to enter the last 4 digits of your debit card then click on 'Continue Dispute'. Next, you have to select the appropriate reason on 'Why are you disputing this charge?'. Then you just have to proceed with answering additional questions about your dispute. Please complete each field accurately to avoid any delay on processing your dispute.

You can check on the box for Certification of Fraudulent Activity if your transaction is unauthorized. Click on "Submit" to finish.

After filing a dispute online, you will be able to see your Dispute Summary and you have the option to download your dispute record." heart 1 [3:23 PM] Dioven Jane Gargoles Supervisor

I am terribly sorry about the long wait and understand that it may be frustrating. We would hate to lose you as a customer of Ally. You should be connected to a supervisor shortly, and they will be able to assist you with any request that you have. heart 1 [3:24 PM] Dioven Jane Gargoles Phone Number and Address Change

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."

"Hello, this is Jane! Thank you for messaging with me today, here at Ally Customer Care. I can definitely assist you with updating your phone number today. If you'd like to update your phone number online at ally.com, click on "Profile and Settings" then in the dropdown button, select "Personal Information". Search for 'Phone' where you can edit and add your primary and/or work number. To update your phone number, simply tap "Edit"."

"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."

EARLY WITHDRAWAL

Hello, this is Jane! Thank you for messaging with me today, here at Ally Customer Care. I can walk you through if you would like to switch to desktop site at ally.com. Once you get on the desktop site, at the top you should see deposits, manage CD’s, manage IRA'S. Click on the manage CD's a drop down of all your CDs should be available. On the left-hand side, you will see renewal options, interest disbursement and early withdrawal. Select early withdrawal and the prompts online will walk you through either check or have the funds sent to another Ally account or linked external accounts.

OPEN ACCOUNT

Hello, this is Jane! Thank you for messaging with me today, here at Ally Customer Care. Yes, you can fund your CD using your savings. It may be better if you complete it via the desktop site so you can have a broader experience. You can visit the desktop at ally.com. Once you get on the desktop site. At the top you should see open an account. Once there, select your CD and your TERMS select open account. This will take you to funding your account then you can select your savings.

CD RATES

"Hello, this is Jane! Thank you for messaging with me today, here at Ally Customer Care. I can definitely assist with your CD Rates inquiry today. You can check our CD rates in our desktop site at ally.com, just click on "Accounts" dropdown button then select "Explore Products and Rates". Our rates are variable and subjected to change."

Receive a check for an "in-grace" CD that customer wants to close Hello, this is Jane! Thank you for messaging with me today, here at Ally Customer Care. I can definitely assist with your CD inquiry today. To make changes on your account online at ally.com, click on "Manage CDS" in the main page. It will direct you to a new page where you can select "Renewal Option". You can select the bank account that you want to close in the dropdown menu. At the bottom, click 'Make changes'. For the 'I want to' dropdown button, choose 'Close my CD at maturity'. Make sure to review the information before clicking "Submit Changes".

EWP Calculation

"The Estimated Earnings calculation is based on the current balance, which can change between the date of the quote and the selected redemption date through interest postings and disbursements."

Making a Deposit

"There are several ways to deposit funds into an Ally Bank account. You can use Zelle, send Wire Transfer, register an external bank account for ACH Transfers (bank to bank transfers), or even deposit a check."

Wire (Navigation)

Hello, this is Jane! Thank you for messaging with me today, here at Ally Customer Care. I can definitely assist with your wire inquiry today. You can send an electronic wire transfer online at ally.com. Click on "Transfers" dropdown button where you can select 'Wires'. On the "Wires" page, you can see the details of 'Sending a Wire' process. Please click on "Continue" to proceed with your transaction.

For our outgoing Domestic Wire transfers, there will be a $20 fee

Zelle (Navigation)

Hello, this is Jane! Thank you for messaging with me today, here at Ally Customer Care. I can definitely assist with your Zelle inquiry today. If you'd like to send or request money through Zelle online at ally.com, just click on the "Transfers" dropdown button then simply tap "Zelle". It will direct you with 'Send money with Zelle' page where you can proceed with your transaction.

[3:27 PM] Dioven Jane Gargoles Account Closure

Hello, my name is Jane! I’m sorry to hear that you’re closing an Ally account. Please note currently we do not require a minimum balance, and we don't charge maintenance fees, there's no cost to keep the account available for future use. I can also provide more information on all other banking products we offer.

Do you have any one-time or recurring ACH transfers such as direct deposits, Bill Pay or Zelle transactions scheduled or a direct deposit that may need to be canceled or updated before the account is closed?

Before we proceed, can you conform the following for me please:

Last four digits of the account you want to close: Your best contact number: Reason for closure: How you want your remaining balance to be sent to you:

Please note interest is calculated and applied before an account is closed. We can send any remaining balance by internal transfer, check, ACH to an external bank, or wire transfer.

Even when the balance is $0, and all have funds have been moved. Since we compound interest daily. We must inquire in the event any interest is owed to you when deposit operations calculate interest. How would you prefer it be sent to you?

Thank you for your patience. I have requested to have your account ending inclosed. Your reference number is____. Please allow 1-2 business days for your request to be completed. Thank you so much for your time today. Will there be anything else I can assist you with today? [3:29 PM] Dioven Jane Gargoles Withdrawal

Savings Account: Currently our online savings account does not come with checks or a debit card. However, you can request Official / Cashier's check and wire funds to another account. You can also transfer funds to an external bank account.

Spending Account:

I understand that you would like to verify your debit card limit. Is this correct?

Your daily ATM limit is $1, 000.00 and $5,000 per day in point-of-sale transactions. This limit resets every day at 12am ET.

I can assist you with the limit increase. We can only increase the limit for 3 days. I will need to text you a security code first. May I get your mobile number please?

Thank you. This will take 2-3 minutes. Please standby for the code number.

[Update card information in PV]

Your ATM limit has been increased to $___ as requested. This limit will be available to you until xx/xx/2023.

Official Checks

Hello this is Jane! Thank you for messaging with me today, here at Ally Customer Care. I can help you with obtaining an official check. Our official checks are the same as cashier’s checks they are both bank certified checks. At this time official checks can only be sent to the address we have on file for you.

For checks made payable to you, we currently offer two turnaround times for official checks. We offer our standard and expedited shipping. Our standard turnaround time is 7-10 business days. Our expedited shipping comes with a $15 fee. Please note expedited official check requests submitted before 2:00pm ET Monday through Friday, excluding Federal Holidays, will be delivered within 2 business days. Requests submitted on or after 2:00pm ET Monday through Friday, excluding Federal Holidays, will be delivered within 3 business days.

For checks made payable to a 3rd party, we currently offer two turnaround times for official checks. We offer our standard and expedited shipping. Our standard turnaround time is 7-10 business days. Our expedited shipping comes with a $15 fee. Please note expedited official check requests submitted before 2:00pm ET Monday through Friday, excluding Federal Holidays, will be delivered within 2 business days. Requests submitted on or after 2:00pm ET Monday through Friday, excluding Federal Holidays, will be delivered within 3 business days.

If you wish to proceed. Please confirm the following for me:

Your mailing address: Name of the payee: Amount:

Please also confirm the last 4 digits of your account the funds are to be deducted from and which shipping method do you wish to select?

Thank you for your patience. I have created an official check request in the amount of $. Your check will be made payable to your account ending in ____ .You have selected _ shipping to be delivered to Your confirmation number is _. Does this information look correct to you?

FASTER OPTION:

ACH Transfers (to own linked external accounts) Zelle (person) Wire Transfer

"Where is my check being sent from?

We have several teams that handle these types of requests. Due to volume requests, we are unable to determine which one of the facilities the check will be sent from.

Linking External Bank I apologize but we are no longer processing linking external banks via messaging. Good thing, I can still walk you through the steps online at ally.com. In the main page, click on "Transfers" and in the dropdown button select 'Bank Transfers'. You will be directed with Transfers and below 'Select an Account' click on the "+Link other accounts" button.

It will direct you 'Account Type' dropdown button, and you need to select one.

To proceed, here are the following that you need to provide:

Routing Number Account Number

You can also already add an Account Nickname (option).

After providing necessary information, click on 'Continue' to proceed with your request.

TRAVEL NOTES

Hello, this is ___ with Ally Customer Care. Thank you for messaging with me today. Your trip to _____ 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?

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?

Thank you for that information. Can you also please confirm the Start Date and Expected Return Date of your trip?

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:

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.

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.

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.

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).

Is there anything else that I can help you with?

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).

Looking for a Transaction (may be dispute)

Good morning ___, this is Melody from Oklahoma and I am with Ally Customer Care. Thank you for chatting with me today. I am happy to help with that transaction information.

I am pulling your account up now.

I have your account information up. Tell me about the transaction you would like the information on.

Which account was the transaction processed from?

Thank you for providing me that information. I see a debit card transaction in the amount of $ xx processed on x/xx/xx.

What information are you needing?

Of course. I will give you the all the information I have. Please allow me just 3-4 minutes to access the information.

Thank you for waiting, ___.

I am so sorry I can't provide more information, ___. If that is an unauthorized charge, please let us know so we can dispute it for you. You can also dispute the charge online.

[Provide dispute navigation, send video]

Is there anything else at all I can assist you with further today?

I hope you have a wonderful day. I hope you get this resolved as well. Thank you!

Customer, thank you for taking the time to chat with me today. It was my pleasure to assist you.

I hope you can take time to answer a few questions about how your visit was today. We want to know how your banking experience with Ally Bank, and separately, how your experience was with just me. I thank you in advance.

Please remember we are available 24/7 to assist you with your online banking needs at Ally.com, or by phone at 1-877-247-ALLY (2559).

What's my daily limit and what fees apply to using my debit card at a foreign ATM?

Certainly. I will get that information for you. Please allow me 3-5 minutes to do so.

Thank you for holding. Here is this first: 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.

How much is the daily ATM withdrawal limit?

No problem. Thanks for the quick hold . Your ATM limit is $1000 per day and Point of Sale is $5000.

Thanks for chatting. Please provide us with your feedback so we can improve our service.

Wire

Send a wire transfer and the instructions specifically say it cannot be ACH.

I am happy to clarify this for you. An ACH is a bank to bank transfer between accounts in the same name. There is no fee.

A wire can be sent to anyone with a bank account. There is a $ 20 fee.

Online Navigation

Is that available under the send a wire page?

Reference information that needs to be on it - can I add that via that form?

Once you submit the wire form, we will reach out to verify the information. If all is done before 3:00 PM ET, it will go out the same day.

Yes, the "for further instructions" is for that information. You will put the reference number in that field.

I am happy to help. Is there anything else I can further assist you with today?

Debit Card

3rd party apps payment was declined but transaction is approved in Ally.

Thank You for waiting. First, I’d like to apologize for Ally Assist not accurately responding to your message. Ally Assist is always learning and adapting to our customers, and we will use your experience to improve future interactions. I apologize you are having this issue today. I can certainly look into this transaction. Please allow me 4-5 minutes to pull up your account and research this.

Could you verify the last 4 digits of the debit card?

Thank You for waiting. I am showing there had been some declines that have cause your card to be locked due to the number of declines. I will need to reset this decline counter so your transactions will go through. I will need to send you a one-time passcode. What is a number registered in your name that you can receive the text message on?

Thank You. Please allow me 2-3 minutes to get this sent.

Thank You. I will now get this reset. Once I reset that would you like me to stand by while you reattempt the transaction to make sure there is no issue with the payment?

Ok, Great! I have reset that counter. If you want to try that transaction again now.

I am showing the declines were at 7-eleven today. The incorrect expiration date. If you were swiping your debit card, it may have been a system issue with the terminal at 7-eleven. I am showing it was approved on this side.

Ok, Great. Thank you for chatting with me. It was my pleasure to assist with your banking needs. Please remember we are available 24/7 to assist you with your online banking needs at Ally .com, or by phone at 1-877-247-ALLY (2559). We value your feedback; please remain in the chat window, if you have time, to answer a few questions about your experience with us today. Have a great day!

EMPATHY

Redirect > Listen > Recognize > Relate > Repeat

"I want to thank you for taking the time to speak with me today with your concern. Your business means a lot to us an I am more than willing to help you out."

"I perfectly understand where you are coming from. We need to go through the verification process to ensure security of your account. Let me assure you this will not take too much of your time, [Name of Cust]."

"I would feel the same if I were in your situation. I will exhaust all possible options to further assist you today."

"I would hate it too if that will happen to me. I will exhaust all possible options to further assist you today."

"These days may be hard for you, [Name of Customer]. Let's work together in identifying the best option to.."

"I appreciate the fact that you…My only ask is for your patience to transact with us for the mean time or try our other payment methods while waiting for…We just need to secure…."

REDIRECTING:

"Let's see what we can do.." "I'd be happy to look into this for you" "Let me get this resolved for you" "I’ll do my best to get this resolved for you" "Let's work together in resolving this for you" "Let me check the best option for you.." "No worries, I am happy to help you" "Let's go over what happened"

Account Number

You can locate your account number from your account details page on the mobile app. From the main log in page, tap on the account in question. On the transaction history page, locate the "i" button in the top right. Your account number will be available on that page. Tap the number to switch between the last 4 only or the full number.

MATURITY LETTER

I can certainly help with that Let me go over a few things with you. Will you be renewing your CD for the same term or changing it?

(same term) Ok, great! The current default interest posting frequency is at maturity for the 12 month CD.

If you'll provide me a 3-5 minutes, I will provide you the rate.

All rates I am about to quote to you are variable and subject to change. The interest rate applied when the account is open and funded will be paid until the maturity date of the CD.

You'll receive the highest rate offered for your term and balance tier during the 10-day grace period. The interest rate applied when the account is renewed will be paid until the maturity date of the CD.

Currently the Annual Percentage Yield on our 12M High Yield CD is 5.00% for all balance tiers.

Will you be adding or removing funds during your grace period?

(remove funds-future instructions) Just confirming, you would like to remove partial funds during your grace period?

No problem! Just a moment as I process your request, it will be 3-5 minutes.

How would you like to receive your funds? ACH is the fastest way, unfortunately I cannot process that request but it will be my pleasure to walk you through the steps via online banking if you'd like.

(do it) We can only process it via check.

Perfect! Can you confirm your mailing address and also the amount you'd like to receive.

Thank you for providing that information.

Also, I'd like to confirm how you'd like your interest disbursed? Currently the default is to remain on deposit.

(transfer to other account) Is that an Ally account? (not Ally) walk through the steps online

Which account?

I just want to let you know that you will receive a renewal letter based on your delivery preference online. You will also automatically receive the highest interest rate and APY that we offer for the applicable term and balance tier during the 10-day period beginning on the maturity date of their CD. Lastly, you will receive a Loyalty Reward of 0.05% added to your rate since you are renewing into another CD.

Just a friendly reminder! You have 10 calendar days, beginning on the maturity date, to change the term or add / remove funds.

Concern: Linking External Bank Tool to use: N/A Resolution:

I'll be more than happy to give you a walkthrough on how to link your external bank, Ayman!

In the main page, click on "Transfers" and in the dropdown button select 'Bank Transfers'. You will be directed with Transfers and below 'Select an Account' click on the "+Link other accounts" button.

It will direct you 'Account Type' dropdown button, and you need to select one. To proceed, here are the following that you need to provide: Routing Number Account Number You can also already add an Account Nickname (option).

After providing necessary information, click on 'Continue' to proceed with your request.

Also, Ally might send you two trial deposits to your external bank and you need to confirm the two trial deposit amount to us. It usually takes up to 1-3 business days to post to the external account.

Concern: Can we send wire to your friend in Paris? Tool to use: N/A Resolution:

"Lauren, I would like to inform you that, Ally discontinued outgoing international wire transfer service effective February 28, 2013. Ally doesn't have an international wire transfer. I highly suggest that you use MoneyGram or Western Union to wire transfer internationally."

Concern: Chat in about a Zelle restricted hold Tool to use: Resolution:

Please give me 3-5 minutes to review my resources to give your more information about it. Jack - 12:01 PM

Thank you for waiting, Cruella. Jack - 12:02 PM

By the way, I would like to ask if you received a text message to contact Ally? You - 12:03 PM Yes can they just call me instead? Read Jack - 12:05 PM

Got it. Yes, we have two option here were you can call our phone associate to know more about the restricted hold on Zelle or I can create a ticket for them to call you back about your concern. Jack - 12:05 PM

Please let me know what would be the best option for you. You - 12:05 PM i want them to just call me Read Jack - 12:06 PM

Sure, good choice. I'll be more than happy to create a ticket for your request. Please give me 3-5 minutes to do it here in my end. You - 12:07 PM Okay thanks! Read Info - 12:10 PM Sorry it's taking longer than expected to reply. Your Customer Care Associate will respond shortly. Jack - 12:12 PM

Thank you for waiting, Cruella. By the way I would like to know if this is your best phone number to contact?

Phone Number: 443-555-8769 You - 12:12 PM yes thats the best one Read Jack - 12:14 PM

Thank you for confirming. And for the account number is this the last 4 digit number of your account?

Last 4 Digit: 9717 You - 12:14 PM correct Read Jack - 12:16 PM

That's great! I was able to create a ticket regarding restricted hold on Zelle. You - 12:18 PM great! i'll wait for them to call Read Jack - 12:20 PM

I would like to inform you that they will be contacted with further information in 1-2 business days. The ticket number is "45237509". You - 12:21 PM okay thank you Read Jack - 12:21 PM

You're welcome! Is there anything else I can possibly assist you with? You - 12:22 PM thats it for now

Power Words:

Absolutely. 2.Certainly. 3.Great. 4.Perfect. 5.Wonderful 6.Impresive 7.Exactly 8.Splendid 9.Excellent 10.Definitely 11.Fantastic 12.Marvellous 13.Brilliant 14.Incredible 15.Amazing Empathy: 1.I'm sorry you had to experience this. … 2.I understand how frustrating this must be for you. … 3.You're right, this shouldn't have happened. … 4.I understand how this could be confusing. … 5.I’m sorry you had to go through this….” 6.I cannot even fathom how distressing it must be to….” 7.I recognize the difficulty of the issue, but let’s strive to find a resolution.” 8.What you have gone through is equally unacceptable to us as it is to you.”

I sincerely Apologized to hear that you would like to Close your Account, that's the Least we want to hear from your I'm so Sorry to hear about what happened, in behalf of Ally pls accept our Condolences. Acknowledging a Customer: 1.I realise that this situation is difficult, but rest-assured we will find a solution for you. 2.I would feel the same if this happened to me. We will sort this out. 3.I'm sorry to hear you are having these problems. We will get this resolved as quickly as possible. 4.Thank you for reaching out to me about this. 5.I completely understand why you would want that. 6.I cannot begin to imagine how upsetting it must be to…. 7.Great Question! I will find best answer for you 8.Thank you for taking the time to Explain that 9.Thank you! We can Certainly help you with this.

For when you’re understanding the problem and working to resolve it 1.Let me know if I've properly understood your problem. 2.I understand that you’re pressed for time, I’ll do my best to provide a quick resolution 3.I’m looking into your problem right now, Pls Bear with me. 4.Our team is working to resolve this as quickly as possible 5.I really appreciate your patience 6.Now that I know what is going on, I will certainly try my best to resolve it for you.” 7.I’m really sorry to hear that. I will do all that I can to fix this.” 8.Please let me know if I've Misunderstood anything"

For when the problem is resolved 1.Thanks for being so cooperative! 2.Let me know if that works for you? 3.Is there anything else I can help you with? 4.I hope i was able to make your Day better. 5.I appreciate your Time Chatting with me Today! 6.Thank you for allowing me to Assist you today!

Reassurance Statements 1.I’d be delighted to help you. 2.Your experience has been undeniably unsatisfactory. I will ensure that this problem is addressed. 3.Don’t worry, you have the best person on the phone to assist you. 4.Let’s figure it out how we can solve this together. 5.This sounds extremely frustrating, let me do my best to resolve this for you. 6.I would feel the same if I were in your shoes, but we/I will definitely sort this out you.

Always use We to represent the Bank and it may sounds that you are trying to work with the Customer.