Consumer complaint received 2020-11-17
Company: ALLY FINANCIAL INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Summary : I applied for a loan and locked in on an interest rate with Ally Bank on XX/XX/XXXX. When I talked to the representative walking me through the online process he told me they could get the loan done within the 30 day lock period. If there were any delays from Ally then I would get an extension at no cost. The seller was having a new roof installed so when Ally scheduled the Appraisal I asked them how they wanted to handle the appraisal if the roof wasnt going to be put on for 2 weeks. I was instructed that the appraisal was the last thing Ally required and to work with the Appraisal company directly to schedule around the roof. 

For the next 20 days, I answered every online task in less than 5 hours to keep the process on track. On XX/XX/XXXX I receive an email from Ally telling me I do not have enough funds to close on the new property. If I do not produce the funds in 10 days they will cancel the application. I reviewed the closing disclosure and found 4 mistakes by Ally. I responded immediately and scheduled a follow up call with the underwriting specialist. That day he fixed one of Allys mistakes and told me he was working on the others. On XXXX the appraisal was completed and sent to Ally. By XXXX, I had not heard anything from Ally as to the scheduled closing for XXXX. On the evening of XXXX, I scheduled a call with the Ally agent to determine where we were in the process and what they needed to close before the lock expired on XXXX. The agent called and we were immediately disconnected. She later texted me telling me she was out of the office for the past 5 days and now her company phone line is down. She emailed me saying the same thing I was told on XX/XX/XXXX that I needed more funds to close. I explained to her that the previous agent was working to fix the issues. She understood the problem and said we needed to talk once her phone line was back. The next day on XXXX her phone line was still down. I called the company number and was ultimately patched through to her manager. He reviewed the file and agreed there were multiple mistakes on the closing disclosure. He said he needed to get the XX/XX/XXXXlicensed agent assigned to the loan to fix the issue. He told me not to worry about the rate extension and he would get back with me by the end of the day with answers. As of XX/XX/XXXX I have not heard back from the manager or the XX/XX/XXXX agent he had assigned to fix the issues. On XXXX, I finally connected with the Ally agent assigned to my loan. She told me that I needed to pay off a car loan to meet a certain XXXX. I questioned the XXXX but she was not able to tell me how it was calculated. To this day I still think it is wrong but agreed to pay the loan off. I went to the bank that afternoon on XXXX and paid off the loan. I inquired if the XX/XX/XXXX agent had looked at or fixed the closing disclosure. She replied to me in an email that she was not able to contact him and suggested I try to get in touch with him myself. On XX/XX/XXXX, I reach out to theXX/XX/XXXX agent and copy my loan agent pleading for help. As of XX/XX/XXXX, I still have not heard from him. Later that afternoon on XX/XX/XXXX my agent emails me and says the rate was extended but will cost me {$800.00}. She referenced the appraisal being delayed was the reason they would not cover the extension even though it was the same agent that instructed me to wait. On XX/XX/XXXX Ally requested I upload my Insurance Binding Contract to be paid at closing. I uploaded the document and within 2 hours the document was rejected. They stated I needed to upload a receipt of payment even though the task clearly stated the insurance would be paid at closing. On Monday, XX/XX/XXXX I paid the home insurance policy as directed. I uploaded the receipt and the document was rejected again. Now they are requesting the original document I uploaded on Friday XX/XX/XXXX. At this point the closing disclosure will need to be updated again to show the insurance was already paid with an effective date of XX/XX/XXXX as requested by Ally. I scheduled a call with my agent on XX/XX/XXXX. She informed me that the rate extension was now being covered 100 % and theXX/XX/XXXX agent was trying to fix all the issues by XXXX that night. I then got an email from the agent that night saying to go ahead and sign the disclosure to keep the closing on track and they would work to get the disclosure fixed by the next day. I approved the disclosure on the evening of XX/XX/XXXX. On XX/XX/XXXX the agent hands me over to the closing specialist. She informs him that the closing disclosure is still being fixed but the rate extension is no longer being covered. This gets us to this complaint. It has taken Ally over 20 days to fix 4 mistakes that I called out. These are basic mortgage items that were overlooked and never addressed. I sent detailed explanations and power point slides to call out the mistakes. It wasnt until XX/XX/XXXX that they acknowledged all mistakes I called out were fixed and I now have enough funds to close. Issues called out : 1. they showed buyer paying all of the XXXX property tax $ XXXX when the seller would pay from XXXX thru Closing 2. When I applied I did not agree to escrow taxes or insurance because I was doing 20 % down. 
3. They showed the buyer paying all of the Transfer Taxes when inXX/XX/XXXX, XXXX XXXX the seller pays the transfer taxes and it was not called out otherwise in the contract. 
4. They did not include the Earnest money as a Buyer Credit 5. They showed I owed Home Insurance when it had already been paid I have emails and screen shots documenting all of these communications or lack thereof. I am now paying home insurance for a home I do not own and they continue to charge me each day while they fix their mistakes. This certainly does not seem ethical possibly illegal.

Company response to consumer: Closed with explanation