A message for our Ally community about coronavirus (COVID-19).

We’re all in this together, and we’re here to help.


Updated on: 3/31/2020

Financial Health & Support

This is a challenging time, and while news is constantly changing, one thing will remain the same: you have an ally in us. In addition to offering relief measures, we’re making sure you can connect to the financial services you need and empowering our teammates to support you any way they can. Read our press release to learn more about our relief package.

Your focus

Protecting your personal and financial health.

  • We strongly encourage you to use our online experience for self-service and anytime account access, especially if call wait times are longer

  • Make sure the personal information in your online profile is correct, so you never miss an update from us
  • Download the Ally Mobile app or Ally Auto Online Servicing app
  • Enroll in online services if you haven’t already
  • Be extra vigilant about online security, as coronavirus-themed scams and phishing attempts have been reported
    More online security tips 
  • Follow the latest COVID-19 information, prevention, and safety tips at cdc.gov or who.int

Our focus

Supporting you, your community, and employee safety.

  • Existing auto customers can defer payment for up to 120 days, and new customers have the option to defer their first payment for 90 days 

  • Current homeowners have the option to defer their Ally Home Loan payment for up to 120 days 
  • If you bank with us, we’re waiving fees for overdrafts, excessive transactions, and expediting checks and debit cards at no charge until 7/18/20 
  • If you invest with us, we’re waiving fees for broker-assisted trades, paper statements, and overnight outbound check processing until 7/18/20
  • Pledged $3 million to help address the emergency needs of our communities
  • Enabled our employees to work remotely until further notice, and offering additional family care benefits, support programs and flexible time off

This is an unprecedented situation, and we’re doing everything we can for those impacted. 

Like most of you, many of our associates are working from home to care for themselves and their families. We ask for your understanding if you hear a child or pet in the background and appreciate your patience if you experience longer wait times or we need to transfer your call to better help you.

Stay informed with the updates from us, always right here.

Check back often as we communicate new information or changes.

Auto

Auto

1-888-925-2559
Mon-Fri, 8 am – 10 pm ET
Saturday, 9 am – 7 pm ET

  • You can defer your payment for up to 120 days – we won’t charge any late fees, but finance charges will still accrue for non-lease accounts
  • Save yourself time, and log in to your account to defer your payment online
  • If you choose to defer, make sure to cancel Auto Pay, scheduled one-time payments or any online bill payment services through your bank
  • You can also call us if you need payment assistance, but keep in mind we’re experiencing longer call wait times 

What is a payment deferral plan, and how does it work?

If you’re experiencing financial hardship as a result of the coronavirus (COVID-19) pandemic, you can log in to your account and sign up for a payment deferral of up to 120 days. 

 

How it works

With a deferral, you won’t have to make a payment until your extension period ends. After the extension period ends, you resume making your regularly-scheduled auto payments, and your contract will be extended by the number of months your payment was deferred.

 

The details

Your billing statement will reflect your next payment due date and amount.  Remember, if you’re financing your vehicle, finance charges will continue to accrue on the unpaid balance at the contract rate, and by deferring one or more payments, you’ll pay more finance charges.  If you’re leasing your vehicle, the deferral does not include additional mileage beyond what is specified in your contract.  Also, the deferral won’t extend the duration of GAP, maintenance, life, or disability insurance that may be included in your contract.

 

Will a payment deferral impact my financing rate?

No, your payment deferral won’t impact your original contracted rate.

 

At what rate will my finance charges accrue, and will they be compounded over the extension period?

Finance charges will accrue at your contracted rate and aren’t compounded during the deferral period or otherwise.

 

When will I pay off the finance charges accrued?

When you make your regularly-scheduled payment after the deferral period, it will first be applied to satisfy any accrued finance charges and then to the outstanding balance. How long it will take to pay the finance charges accrued during the deferral period will depend on the amount and timing of any payments you make.

 

Will I receive a confirmation when my extension is processed?

We’ll send you a confirmation email after you set up your plan. Once your extension fully processes, we’ll send you a letter covering the details of the agreement.

 

Will my due date advance?

Yes, your due date will advance based on the number of months you chose to defer your payment. Your billing statement will reflect the next payment due date and amount.

 

If I defer my payments, can I pay the finance charges during those months to keep up?

Yes, feel free to continue making payments as you’d like.

 

Will late charges apply to my account?

No, we won’t charge late fees during your extension period.

 

Can I still make payments during the extension period?

You can make as many payments as you’d like during your extension period.

 

When will I see my next due date and amount due?

Your next billing statement will provide this information; your online account will also reflect your next due date and amount due. 


Bank

Bank

1-877-247-2559
Talk to a real person 24/7

  • Starting now until 7/18/20, we’re waiving fees for overdrafts, plus expediting checks and debit cards at no charge 
  • If you make more than 6 withdrawals per statement cycle from your savings or money market account between now and 7/18/20, we won’t charge an excessive transaction fee  
  • You can continue to transfer money and make payments online as you normally would
  • It’s faster to deposit checks of $50k or less online, with Ally eCheck depositSM - for the best experience, deposit your check using the Ally Mobile app 
  • Access your statements and tax forms online, any time – log in to your account and go to Tax Forms from your Snapshot

Home Loans

Home Loans

Questions on rates or a loan in process

1-855-256-2559

Mon-Fri, 8 am – 10 pm ET

Saturday, 10 am – 4 pm ET

 

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

  • You can defer your payment for up to 120 days with no impact to your credit (starting from the day you contact us; interest will still accrue, but we won’t charge late fees on payments due during this time)
  • Save yourself time, and log in to your account to apply for payment assistance online
  • You can also call us if you need payment assistance, but keep in mind we’re experiencing longer call wait times
  • Home loan servicing support is now available every day
  • We’re still moving forward with home loan applications, and our experts are available to help with any questions

What happens if I miss a payment? Will missed payments still be owed?

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. 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.

 

What payment deferral options am I eligible for? Will my circumstances need to be assessed?

We’re offering a temporary payment deferral of up to 120 days for those impacted. Our service representatives can guide you through the process. You will not be required to submit a formal application; however, to apply you will need to call 866-401-4742 anytime between March 19 and July 30. You can also apply online during the same time period by logging in to your account through ally.loanadministration.com.

 

What is a 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.

 

If I’m in foreclosure, how will this impact that process?

Evictions/foreclosure proceedings will be suspended until July 30.

 

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).

 

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.

 

If I need to stop my ACH payment, what can I do?

Contact us at 866-401-4742. Note: In order to stop an ACH payment, we need 2 business days advance notice.

 

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, your ACH monthly drafts will automatically stop. You won’t need to take any further action.

 

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.


Invest

Invest

1-855-880-2559
Available 7 days a week
7 am – 10 pm ET

  • Invest support is available every day during the hours you need us most, from 7 am – 10 pm ET
  • You can continue to move money and make transfers online as you normally would
  • If you have an Ally Bank account, it’s faster to deposit checks of $50k or less online (instead of by mail) using Ally eCheck DepositSM, then transferring that money to your invest account – for the best experience, deposit your check through the Ally Mobile app 
  • Between now and 7/18/20, we won’t be charging fees for broker-assisted trades, paper statements, or overnight outbound check processing
  • Paperwork sent by mail is taking longer to process – log in to your account and upload your documents instead

Ally Lending (formerly HCS)

Ally Lending (formerly HCS)

Billing questions (healthcare loans only)

1-888-568-0186
Mon-Sat, 8 am – 10 pm ET

 

General questions (healthcare loans only)

1-800-427-9184
Mon-Fri, 8 am – 8 pm ET
Saturday, 10 am – 5 pm ET

 

Email

Providers
ProviderSupport.Lending@ally.com

Borrowers
BorrowerSupport.Lending@ally.com

  • You can defer your payment for up to 120 days with no impact to your credit, and you won't be charged late fees on payments due during this time
  • Save yourself time, and request payment assistance online or email BorrowerSupport.Lending@ally.com
  • You can call 1-888-568-0186  if you need payment assistance, but keep in mind we're experiencing longer call wait times 
  • We’re still moving forward with loan applications, and available to help with questions
  • You can continue to make payments online as you normally would – log in to your account to pay online or set up autopay

What is a payment deferral plan, how does it work?

If you’re experiencing financial hardship as a result of the coronavirus (COVID-19) pandemic, you can request to sign up for a payment deferral of up to 120 days.

 

How it works

With a deferral, you won’t have to make a payment until your extension period ends. After the extension period ends, you resume making your regularly-scheduled HCS/Ally Lending payments, and your contract will be extended by the number of months your payment was deferred.

 

Will a payment deferral impact my financing rate?

No, your payment deferral won’t impact your original contracted rate.  Finance charges will not accrue during the deferral period.

 

Will late charges apply to my account?

No, we won’t charge late fees during your extension period.

 

Can I still make payments during the extension period?

You can make as many payments as you’d like during your extension period.

 

When will I see my next due date and amount due?

Your next billing statement will provide this information; your online account will also reflect your next due date and amount due.

 

Can I be reinstated on my Interest Promotion Period?

For customers with an interest promotion that opt into in the deferral program, if needed, we will do a 1 time reinstatement for the interest promotion, if the interest promotion was in good standing as of March 1, 2020.

Which username did you forget?

Forgot your bank or invest username?

Call us 24/7 for help.

Bank 1-877-247-2559

Invest 1-855-880-2559