Servicer Contact Options
Home loan servicing: 1-866-401-4742
Mon-Fri, 8:30 am – 8 pm ET
Saturday, 8:30 am – 5 pm ET
Sunday, 12 pm – 4 pm ET
Home loans payment assistance FAQs
What happens if I can’t make a payment?
If you are facing financial hardship due to an interruption in your income, we can defer your Ally Home payments for up to 120 days. Deferral of your mortgage payments is also called a forbearance.
Bear in mind you’ll need to request a forbearance; it’s not automatic. You will still be responsible for the deferred payments at the end of the specified period and interest will accrue, but you won’t be charged any late fees and your deferred payments will not be reported as late to the credit bureaus.
Your service representative will work with you on options for repaying the deferred payments after the deferment period ends.
How do I request a payment deferral?
We’re offering a temporary payment deferral of up to 120 days for those impacted. You’ll need to request that now through July 30. For faster service, request online by logging in to your account at ally.loanadministration.com. You can also call us at 866-401-4742 to have a service representative guide you through the process, but, keep in mind, we’re experiencing longer call wait times.
What is forbearance?
A forbearance is just another term some use to describe the deferral or temporary suspension of your monthly mortgage payment. During the forbearance period, your payments are suspended for a specified length of time.
Though you will be expected to pay the suspended payment amount and any accrued interest on that amount at the end of that time period, your service representative will walk you through your options for repaying the deferred payments after the forbearance period ends.
How long can I defer payments? What happens if my circumstances have not changed by the end of the timeframe?
A forbearance/deferred payment will be available for up to 120 days. If your circumstances have not changed after 120 days, please contact us to discuss your options. You may be eligible for further loan workout options once your deferral period ends.
Is my loan eligible for a payment deferral?
Our mortgage relief efforts are provided for all of our mortgage customers. However, if your loan has been transferred to another lender, we’re unfortunately unable to assist. Refer to your loan origination documents if you are unsure who your loan servicer is and which protections they offer.
If I’m unable to reach a representative due to long call wait times, what can I do?
We know the wait times are long right now, so we encourage you to visit ally.loanadministration.com for 24/7 account information access. There you can also apply for a temporary payment deferral after logging in.
This is an unprecedented situation, and we’re doing everything in our power to help customers who have been impacted by COVID-19. We appreciate your patience.
I previously submitted an online form for assistance or spoke to an agent, and I haven’t heard anything back on my request. What should I do now?
We’ve received many requests and are working hard to complete them. Rest assured, we’re still reviewing your inquiry, and you’ll soon receive a letter with a decision and/or request for more information, depending upon which type of loan you have. Allow 7 to 10 business days for processing.
If I’m unhappy with what is offered and want to escalate a complaint, who can I speak to?
Ask to speak with a member of our Service Excellence Team (866-401-4742). Keep in mind, we are experiencing longer call wait times right now. We appreciate your patience.
If I need to stop my ACH payment, what can I do?
For faster service, stop payment by logging in to your online account at ally.loanadministration.com. You can also contact us at 866-401-4742, but remember, we are currently experiencing longer call wait times. I
n order to stop an ACH payment, we’ll need 2 business days advance notice from the scheduled draft date. Also know, you won’t be able to suspend your automated monthly draft payment, only cancel. If you’d like to eventually resume it, you’ll need to re-enroll.
Do I need to do anything to stop my automated monthly drafts if I’m placed on a deferral plan?
If you decide to temporarily defer payments, we’ll automatically place your ACH monthly drafts on hold. You won’t need to take any further action. The draft will resume once the plan has been completed.
If my account is active on a deferral plan, will I still receive billing statements?
Yes, we are required to send customers a billing statement every 30 days. Please refer to your forbearance letter, which outlines your individual terms. You will not be required to make any payments during the plan period.
Negative credit reporting and late charges will not occur during the duration of the plan. We are also required to send certain delinquency status letters to ensure compliance guidelines.
Will I be contacted by phone during the deferment process?
Toward the end of your deferral plan, we will contact you by phone to update your status and provide you with additional information about your next options.
If I’m in foreclosure, how will this impact that process?
Evictions/foreclosure proceedings will be suspended until July 30.
Please ask questions or report your experience with this servicer below. Your feedback will help other homeowners navigate homeownership preservation options. REMEMBER: Ask for everything in writing to protect yourself against surprises.