Ally Ally Falsely claims in all their documentations that they are available to help 24/7 Horsham PA

Ally did not follow the renew instructions for a CD that renewed.  I called to correct their mistake and after a lot of wasted time they said I had to call back the next day before 5pm eastern because the department that could solve Ally's mistake had already left for the day.

I called back the following day and and after more wasted time answering all the security questions and reexplaining the mistake that Ally made in not following the renew instructions well in advance of renewal, they put me on hold for a long time and then never came back.  It eventually went to the survey.

I called back a third time and after the same wasted time answering security questions and reexplaining the mistake that ALLY made they put me on hold and then came back and said I had to call Monday through Friday 8am to 5pm eastern time because the department that could solve the mistake that Ally made was only available at those times.

I called back the following Day (Monday) and after more wasted time answering security questions and reexplaining the mistake that Ally made they put me on hold.  Then they came back and said to resolve their mistake they had to put in a written request and they provided me with a reference number. 

I asked them several times throughout what good does it do to have someone answer the phone if noone can do anything to help.  They said they were available to help customers 24 hours a day seven days a week.  I asked if I was a customer and if I needed help.  They did not have a satisfactory answer for the discrepency.  I also have asked them several times why they could not have put in the written request the first time instead of wasting my time making me call back at very specific times.  Again they have provided no satisfactory answer to this question either.

In the renewal notice I received after all of this it states at the bottom,

"Questions about your Ally Bank accounts?
You can log in at ally.com or on the Ally Mobile app to get help, or call us at 1-877-247-2559. Our
award-winning customer care is available 24/7 to help with whatever you need."

This is clearly a false claim, and is representative of this claim they make throughout all their documentation.  If I had known that they would require me to call back multiple times at very specific times I would have withdrawn the money instead of renew the CD.  Now if I withdrawal the money they will penalize me because the 10 day grace period expired the first day I called (Sunday January 29th).