Consumer complaint received 2025-05-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: ALLY FINANCIAL INC.
State: IL

Complaint narrative:
I have been trying to assume my mortgage since XXXX, XXXX, following the finalization of my divorce in XXXX, XXXX, via XXXX of Mortgage XXXX XXXX. XXXX, which I submitted to Ally Bank in XXXX, XXXX. At that time, Ally Bank estimated in its cover letter confirming receipt of my application that the assumption of mortgage process would take XXXX months. Since this is a divorce situation, I am working together with my attorney, XXXX XXXX, XXXX, XXXX XXXX, my ex-husband, and XXXX 's attorney, XXXX XXXX XXXX, XXXX, in order to move this process forward as quickly and efficiently as possible. 

I have made XXXX, XXXX and XXXX aware that I have been met with numerous challenges with regard to moving my Assumption of Mortgage Application along, as per the attached letter, which XXXX XXXX, my attorney, sent to Ally Bank on XX/XX/XXXX. In response to being cc 'd on XXXX 's letter, XXXX, XXXX 's attorney, replied that it is " Ridiculous that the bank is making it so difficult. '' On Friday, XX/XX/XXXX, as a follow up to the letter distributed by XXXX, I asked for an update with regard to the status of my application from the Ally Bank Assumptions Department ( " Ally Bank '' ) and XXXX XXXX XXXX ( the addressees of said letter ), and as of today, XX/XX/XXXX, I have not received any response. Below is a summary of the main dates and actions pertaining to my Assumption of Mortgage Application. I would be happy to provide copies all correspondence and emails substantiating the below. 

In XXXX, XXXX, my Assumption of Mortgage Application was conditionally approved ( conditional upon my production of one bank statement, which I immediately produced ). Despite my numerous attempts to reach out to XXXX XXXX and Ally Bank regarding the status of the conditional approval ( hinging upon Ally Banks review of XXXX bank statement ), both XXXX XXXX and Ally Bank failed to provide updates as to progress until XXXX, XXXX, at which point Ally Bank requested additional documentation from me via XXXX XXXX which, again, I immediately produced. At the end of XXXX, XXXX, Ally Bank, via XXXX XXXX, again ran one of several hard credit checks on me, the result once again indicating that I had a near-perfect credit score of over XXXX ( which I continue to maintain despite Ally Bank 's ongoing hard credit checks ). 

In XXXX, XXXX, XXXX XXXX contacted me to request employment verification information so that Ally Bank could verify my employment as Vice President and Assistant General Counsel at XXXX XXXX XXXX, XXXX. I expeditiously worked with XXXX XXXX XXXX, XXXX, in order to provide the required information and, on XX/XX/XXXX, XXXX XXXX responded to my offer to provide any additional documentation with a statement that she would let me know if she need [ ed ] anything further. 

Despite my repeated attempts at reaching out to both XXXX XXXX and Ally Bank regarding the status of my Assumption of Mortgage Application, I received no communication from either XXXX XXXX or Ally Bank until XX/XX/XXXX, at which point I was notified that my Assumption of Mortgage Application was once again conditionally approved ( conditional upon my production of 30 days most recent paystubs, which I immediately produced and which confirmed an increase in my salary ). 

On XX/XX/XXXX, I asked for an update as to the status of my Assumption of Mortgage Application, and on XX/XX/XXXX, XXXX XXXX notified me that XXXX XXXX could not provide a timeline with regard to when the underwriting review of my application would take place ; however, XXXX XXXX did indicate that XXXX XXXX would once again run an employment verification on me. I immediately produced the information necessary for XXXX XXXX to run another employment verification, which took place approximately XXXX month after XXXX XXXX ran the first employment verification on me. I then did not hear anything from XXXX XXXX or Ally Bank until XX/XX/XXXX, at which time XXXX XXXX again indicated that there was No update yet, unfortunately as to the status of my Assumption of Mortgage Application. 

As a result of having received no meaningful updates with regard to the timeline of my Assumption of Mortgage Application, now more than XXXX  months after I originally submitted such Application, I have chosen to file this complaint with the Consumer Financial Protection Bureau. 

To the extent possible, XXXX, XXXX, XXXX and I would like to work together with both XXXX XXXX and Ally Banks Assumptions Department in order to successfully conclude this assumption of mortgage process, but XXXX XXXX and Ally Bank have repeatedly shown that will not be possible. Thank you for looking into this matter.

Company response to consumer: Closed with explanation