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CANNED RESPONSES OPENING/GREETINGS

Hi, Steve! This is Bless. Thank you for messaging with me today, here at Ally Customer Care. I can definitely assist you with your inquiry. Please allow me 1-2 minutes to see how we can resolve this for you today. I sincerely appreciate your patience.

Hi, Steve! This is Bless. Thanks for messaging with me today, here at Ally Customer Care. How can I help?

Here at Ally, we are determined to give you the best possible solution. To provide that, I will need to check your account information for 3-5 minutes. Can I put our chat on hold as I do that?

Hello, Steve. I appreciate your patience working with me. I am still working on your request. Can you please give me 3-5 minutes more while I work -----?

Hi, Steve! I am still working on your request. I know that this is beyond the time frame I provided to you but would it be fine if I am going to put our chat on hold for another 3-5 minutes?

Thank you so much, Steve. Please bare with me.

Hi, Steve! I appreciate your patience working with me.

Hi, Steve! Thank you so much for your patience.

...>> !ACCOUNT CLOSURE SCRIPTS: <<<<<<<<<<<

CRITICAL DISCLOSURE: FOR ACH: PLEASE SEND BEFORE CREATING A CASE.

Per your request, I am initiating a single electronic funds transfer in the amount of [$], plus any accrued interest from your [Bank Name] [Account Type] account, ending [####] To your [Bank Name] [Account Type] account, ending [####] To be delivered [Delivery Date]. Is this correct? If you want to cancel this transfer, you can check the status by calling or chatting with us. Nonetheless, once this transfer starts processing it cannot be cancelled. The transfer itself will take 3-5 business days to be completed.

Hi, Steve! This is Bless. Thanks for messaging with me today, here at Ally Customer Care. It's regretful to hear that you’ll be closing your account, but I can certainly help you with that today. If you don't mind me asking, may I please know the last 4 digits of the account that you want to close and the reason for its closure?

I appreciate you for providing the information. I understand that you no longer need the account but take note that because 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. You can even change the account nickname to reflect a new goal if you’d like. Do you still like to proceed with the request?

NEGATIVE BALANCE:

"I'm sorry but we cannot close your account until you settle your negative balance."

"If you have another Ally account, you can do an internal transfer so you can make your account positive."

If the negative balance caused an account to be restricted, and the balance has been resolved, follow the procedures in the Account Restrictions article prior to submitting the closure request.

FUNDS ON HOLD: Confirm if the hold can be removed. If it cannot be removed, inform the customer that we are not able to close an account while funds are on hold and provide them with the date that the hold will be removed. Article: 000013745

IF THERE IS AN EXTERNAL ACCOUNT LINKED: (there is in steve cif)

By the way, I've seen that you currently have seven (7) external accounts linked to your profile. I suggest doing a bank to bank transfer as it is going to be a faster option than check. You can do this via Ally Online Servicing. To make things easier, I can send you a video of the step by step process. How's that sound?  

-------------------------@@#@@@@@@22 --------------

Do you have any one-time or recurring external transfers, Bill Pay or Zelle transactions scheduled or a direct deposit? Please note that they either need to be canceled or updated before the account can be closed.

May I verify how you would like any accrued interest disbursed?

May I also verify the best number to reach you in case our Back Office need further information?

+++++ if they plan to close all their account.. ++++

If you are planning to close all your active accounts, statements and tax forms will be available in AOS on the Statements & Tax Forms page for 7 years. Copies can be requested by calling us 24/7 for the next 7 years after you closed your account. After 7 years, closed accounts are purged and anything that was previously able to be viewed in the profile of the customer will not be visible.

++++++ ending ++++

Thank you for your patience working with me. I have requested to have your (account type) account ending in (0000) to be closed. Your reference number is -----. Please allow 1-2 business day (s) for your account closure request to be processed and 3-5 business days for your remaining balance to be transferred to your external account. You will get an email when it has been closed. Please note that even if you log in to your online access, the account will remain closed.

Your statements and tax forms will be available in AOS on the Statements & Tax Forms page for 7 years. Copies can be requested by calling us 24/7 for the next 7 years after you closed your account. After 7 years, closed accounts are purged and anything that was previously able to be viewed in the profile of the customer will not be visible.

!ADDRESS UPDATE: <<<<<<<<<<<<<<<<<<<<<<

verify if they are talking about Home and Mailing Addresses.

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

MOBILE APP: "Hello this is Bless😊! 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 Bless😊! 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."

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. An address letter change will be delivered to you within 7-10 business days.

!INTERNAL TRANSFER: <<<<<<<<<<<<<<<

!INTERNAL TRANSFER SCRIPT:

Hi, Steve! This is Bless. Thanks for messaging with me today, here at Ally Customer Care. I understand you want to transfer your fund. I'll be more than pleased to assist you.

I can certainly help you with your immediate internal transfers concerns. Can you please tell me more about your request?

Please provide the Source account, Destination account and the desired amount to be transferred.

For me to process your request, kindly provide the last 4 digits of your Ally (type) account and your Ally (type) account.

Can I also verify, is this going to be an immediate or a future-dated transfer?

NO dollar limit for internal transfers.

Internal Transfers TURN AROUND TIMES: Via WebCSR: Immediately Over $150,000 or submitted via Salesforce: 1-2 business days

WebCSR over $150, 000: Salesforce Case: subject line: High Dollar Internal Transfer Trust subject line: Trust Funding High Dollar Internal Transfer Case Assignment: Financial Transactions > Internal Transfers > Other

TRANSACTION LIMITS: SAV/MMA: savings deposit account: 10 per statement cycle Not included: ATM withdrawal or transfer

Customer will not get a fee for excessive transactions but they will receive communications when they approach the limit, exceed the limit, and repeatedly exceed the limit. Customer who exceeded the 10-transaction limit for a third time in a 12-month cycle will be considered violations and may be closed.

To view transaction limit in WebCSR: 'Account Summary' Select "US Regulatory" tab > Regulatory D. Current Period.

In AOS:

"To view your number of transactions remaining for your current statement cycle, you can click on your Account Details page online at ally.com under your account and routing numbers."

If cx has not expressed a need to complete the transfer within the same business day (not owned by the transferring customer):

"You can also use Zelle, or wire a transfer for faster transaction."

Immediate Internal Transfer:

WebCSR:

Funding Services > Internal Funds Transfer 'From' and 'To' account drop-down menus Amount Terms section: Immediately or Scheduled (Future Dated Internal Transfer, also provide frequency: once-one time, other option: recurring) Review with the Customer Submit.

SAMPLE FORMATS:

IMMEDIATE Transfers through WebCSR (Includes Account Closures)

NOT Account Closure: Per your request, I am initiating your internal transfer request for [amount], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed today. Is this correct? This transfer will be completed immediately.

Account Closure (WITHOUT Early Withdrawal Penalty): Per your request, I am initiating your internal transfer request for [amount, plus any accrued interest], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed today. Is this correct? This transfer will be completed immediately.

Account Closure (WITH Early Withdrawal Penalty) Per your request, I am initiating your internal transfer request for [amount, plus any accrued interest minus the Early Withdrawal Penalty], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed today. Is this correct? This transfer will be completed immediately.

FUTURE DATED Transfers through WebCSR

NOT Account Closure: Per your request, I am initiating your internal transfer request for [amount], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed on [MM/DD/YY]. Is this correct? This transfer will be completed on the requested transfer date, immediately after it is begun.

Account Closure (WITHOUT Early Withdrawal Penalty): Per your request, I am initiating your internal transfer request for [amount, plus any accrued interest], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed on [MM/DD/YY]. Is this correct? This transfer will be completed on the requested transfer date, immediately after it is begun.

Account Closure (WITH Early Withdrawal Penalty) Per your request, I am initiating your internal transfer request for [amount, plus any accrued interest minus the Early Withdrawal Penalty], from your Ally Bank [account type, last four], to your Ally Bank [account type, last four], to be completed on [MM/DD/YY]. Is this correct? This transfer will be completed on the requested transfer date, immediately after it is begun.

RECURRING Internal Transfers

Per your request, I am initiating a [frequency] recurring internal transfer for [amount] from your Ally Bank [account type, last four] to your Ally Bank [account type, last four], to begin processing [today, MM/DD/YY]. Is this correct? Each transfer will be completed on the recurring scheduled transfer date, immediately after it is begun.