Consumer complaint received 2021-06-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: ALLY FINANCIAL INC.
State: RI

Complaint narrative:
XX/XX/XXXX, XXXXI began to try to resolve the problem of a lien on our home from mortgage from XXXX that had multiple servicing transfers and found to be held by Ally Bank. I was told many different classifications of this loan by multiple Ally CSRs, i.e. it is 120 days past due, there is no payment history, I need to talk to the default department, it's a charged off account, it's in the Bankruptcy Dept. After speaking with the Bankruptcy Dept. I was told they would send me a payoff statement and they had no other information and I should contact the bankruptcy attorney. I explained that they do not have any records because it had been discharged 11 years ago. Did not receive any information and made a post on XXXX. XX/XX/XXXX called and was given an Executive Resolutions Analyst an employee said she would call me. XX/XX/XXXX to XX/XX/XXXX no return calls. XX/XX/XXXX called and asked CSR to send message to analyst. XXXX, called number on XX/XX/XXXX letter left VM. XXXX called and left VM. XXXX called and left VM. XX/XX/XXXX called and left VM. XX/XX/XXXX called left VM, then XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX called original CSR number and asked for a secure message to be sent to analyst. Analyst calls back and states that loan has been charged off and I need to call XXXX to contact Ally about permissions for them to discuss subordination and she would talk to her boss about how to proceed and call me back that Friday by XXXX. XX/XX/XXXX to XX/XX/XXXX no return call from analyst. XX/XX/XXXX called main number transferred to another department asked them to send message to analyst. XX/XX/XXXX through XX/XX/XXXX called everyday leaving a message for analyst. XX/XX/XXXX she calls telling me she is moving to have the loan extinguished and will call that Thursday to confirm. XX/XX/XXXX she calls stating that I need to make an offer in order to settle and fax that to her. I made and faxed the offer which she acknowledged through email that day ( XX/XX/XXXX ) She states that she will have an update in 5-7 business days. XX/XX/XXXX still no response so I called main number to leave her a message the CSR said he had instant messaged her and she said that she had not heard back from the negotiator and will contact me in 48 hours. XX/XX/XXXX still no contact and I called again speaking with the same CSR and he states that I just need to cooperate with Loss Mitigation and I said that is not what was told to me and I have given what the analyst asked for and please have her call me. He insisted that we should just work together and I went on to explain just how long this has been going on and it has already cost us a Home Equity loan and is in danger of costing us a mortgage with XXXX because Ally will not do what it said it would do to close out this problem. XX/XX/XXXX I complained on XXXX again and received a VM  from a different analyst asking if there was anything she could do or answer any questions. In the meantime the mortgage we applied for with XXXX has been taken out of processing because Ally will not resolve this situation. XXXX left a message with XXXX analyst, called presidential complaint line-left VM, called Loss Mitigation, called numbers on two letters left VM and talked to CSR who sent messages to 1st analyst, 2nd analyst, and employee on loss mitigation letter. Called the main number ad spoke with 2 other CSRs asking to speak with a supervisor or manager and was told there is no transferring and someone would call me in 24-48 hours and another who said a general CSR manager can not help me because the loan is in collections so it would have to be a collections manager and they've escalated my case and have until XXXX to call me back. I'm not naming names but if you look at the letters and phone logs they are all there or their employee numbers. We need help immediately, please and thank you.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation