Mock Chat

Travel Advisory:

Opening:

Hello this is Aisel with Ally Customer Care. Thank you for messaging with me today. How may I help you?

(customer advises for international trip)

Your trip to ___ sounds pretty exciting, _____! 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? This is to reduce the chances of your card being declined while traveling.

(yes)

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?

(7878, 01/24)

Thank you for that information. Can you also please confirm the start date and expected return date of your trip?

(01/23/2023 - 2/21/2023)

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.

[BLOCKED COUNTRIES]

DO NOT PROVIDE THE FULL LIST OF BLOCKED COUNTRIES

Security Risk Countries List as of June 1st, 2023: Belarus, Democratic Republic of Congo, Congo, Cote d'Ivoire (Ivory Coast), Cuba, Iraq, Iran, North Korea, Liberia, Myanmar (Burma), Nigeria, Sudan, Syria, Zimbabwe

OFAC Sanctioned Country List as of June 1st, 2023:

Afghanistan, Balkans - Primarily includes: (Albania, Bosnia and Herzegovina, Kosovo, Macedonia, Montenegro, Serbia), Belarus, Burma, Central African Republic, Crimea Region/Ukraine *Cuba *, Democratic Republic of the Congo (also known as DRC or DR Congo), Ethiopia, Hong Kong, Iran *, Iraq, Lebanon, Libya, Mali, Nicaragua, North Korea (Also known as DPRK or Democratic People’s Republic of Korea) *, Somalia, South Sudan, Syria * Ukraine/Russia, Yemen, Venezuela, Zimbabwe

Disclosure: "Ally Bank must abide by the Office of Foreign Asset Control (OFAC) rules and regulations regarding restricting of payments originating or being conducted within sanctioned countries. Due to this rule, as well as overall online security, you may not be able to access your accounts via online banking or use your debit card while you are in one of these countries."

Talking Points:

You may not be able to access your Ally Bank accounts online while you are located in certain geographic regions. We are aware of the issue and do not know how long it will last. These interruptions have resulted from the recent geopolitical events involving Russia and Ukraine. Once we can authenticate you and your Ally Bank account(s), you can still access your Ally Bank account(s) by phone. You can also access your account(s) by mail, or you may be able to access your account(s) online from another geographic location.

[OUT-OF-COUNTRY ONLINE ACCESS TROUBLESHOOTING]

Online Access Credentials (Article Number 000010868)

If you are unable to resolve their online access issue:

Do NOT transfer the customer to a Tech associate, or submit a case to review the issue.

Apologize for the inconvenience.

Inform them that the area they are in may be blocked from online access, and further troubleshooting is not possible until they have returned to the U.S.

If possible, fulfill their needs over the phone.

"You can reach us at our 24/7 contact center by calling 877-247-ALLY (2559)."

Notation

Ally MSG:

ADDRESS CHANGE:

To add/edit a future address, refer to the Future Address Change section. To add a foreign address, refer to the Updating an Address in WebCSR section.

The process below provides instructions to update a Home / Mailing Address in Salesforce.

Before updating an address in Salesforce, verify if the customer has any accounts in the name of a trust.

If the customer does NOT have accounts in the name of a trust, continue with the address update using the steps below.

If the customer DOES have accounts in the name of a trust:

If you are not trust trained, transfer the customer to a Trust associate. Refer to the Transferring Customers Procedures article.

If you are trust trained, you are REQUIRED to ask if the address change applies to the trust itself.

Remind the customer of the following:

Changes to their address only will NOT update the address on file for the trust. Refer to the Change the Address in WebCSR section if the Trust's address needs to be updated.

Trust statements and 1099-INT tax forms will be sent by mail to the mailing address on file for the trust. Refer to the Accounts for a Trust article for more information.

Follow the steps below to update the Trustee’s address.

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.

OPENING

MOBILE APP: "Hello this is Aisel! 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 isAisel! 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."

Closing of account: