General Support FAQs

Any home equity line of credit (HELOC) contact information updates – including mailing address, phone number, and email address – must be submitted in writing.

Mail any changes to:

Research Department
P.O. Box 77404
Ewing, NJ 08628

Or fax it to: 1-609-538-4005

Include your loan number on all supporting documentation.

Ally Bank is not the successor to GMAC Mortgage and may not be able to assist.

We recommend reaching out to your previous loan servicer for lien release assistance. If your loan was previously serviced by GMAC Mortgage — or is currently serviced by OCWEN (now known as PHH Mortgage Services) — you can contact PHH directly at 1-800-390-4656.

If you have additional questions after contacting your previous loan servicer, email us at lienreleases@ally.com. We'll be glad to help.

A maturity notice is notification that your home equity line of credit (HELOC) loan is approaching its maturity date. Once the loan reaches that date, the remaining amount owed on the loan is due. The notice will provide directions on how to pay off the full amount of the loan.

Also known as a HELOC, this option allows you to set up a line of credit you can borrow from on an as-needed basis, similar to a credit card. These lines of credit often feature variable interest rates, meaning the interest rate will fluctuate over time in response to market changes. The borrowed funds are usually repaid over several years.

Log in and select Manage Account from your Snapshot. Then, select Account Management and then Document Center. From there, choose Paperless Statements as your delivery preference.

Any home equity line of credit (HELOC) contact information updates – including mailing address, phone number, and email address – must be submitted in writing.

Mail any changes to:

Research Department
P.O. Box 77404
Ewing, NJ 08628

Or fax it to: 1-609-538-4005

Include your loan number on all supporting documentation.

An end of draw notice is notification that the draw (or open) period of your home equity line of credit (HELOC) loan is ending, and you'll now be entering the repayment (or closed) period. Once your loan enters the repayment period, you'll no longer be allowed to make advances. The notice will tell you your end of draw date and an estimated payment based on your interest rate and principal.

Call 1-855-256-2559 to make any changes to your property address. You'll need to show documentation proving the property address change.

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Log in and select Manage Account from your Snapshot. Then, select Manage Loan Information, then Edit, followed by Add Seasonal Address.

You can also call 1-855-256-2559 to add a seasonal address.

To change your name, you'll need to gather the appropriate documents depending on the type of name change you want to do:

• If due to marriage or divorce, we'll need a copy of your marriage certificate or divorce decree.
• If due to a court-ordered name change, we’ll need a copy of the court order.
• If your name is wrong on the loan, we'll need you to forward a copy of the closing documents with an explanation.

Be sure to also include a copy of your drivers license. You can request changes by logging in and selecting Manage Account from your Snapshot. Then, contact us in the Message Center. You can also mail the request to us at:

Research Department
P.O. Box 77404
Ewing, NJ 08628

Or fax it to: 1-609-538-4005

Include your loan number on all supporting documentation.

Log in and select Manage Account from your Snapshot. Then, select My Loan. There, you'll be able to view your remaining credit availability on your home equity line of credit (HELOC).

You'll be notified if we plan to sell your loan. When you receive your Loan Estimate, check the third page under the Other Considerations section. You'll see check boxes indicating whether we intend to service your loan at Ally or transfer the servicing once your loan is funded. That being said, we may choose to sell your loan at a later date. You should receive a Transfer Letter notifying you that your mortgage has been transferred to a different servicer if this occurs.

To reactivate your home equity line of credit (HELOC), submit a written request to:

Research Department
P.O. Box 77404
Ewing, NJ 08628

You'll be notified of any additional documents we require once your request has been received. Allow 7 to 10 business days for processing once all documents are received.

Log in and select Manage Account from your Snapshot. Then, select Account Management, and then Document Center. There, you'll be able to view, download, or print all your statements and tax forms.

No. Co-borrowers can't update the mailing address associated with a home loan.

Submit your request in writing with the reason you need a new checkbook.

Mail your request to:

Research Department
P.O. Box 77404
Ewing, NJ 08628

Log in and select Manage Account from your Snapshot. Then, select My Loan, and choose Edit on the Manage Loan Information tile.

You can enroll now to get online access or log in to your home loan account if you have one already. You'll be able to view home loan details, make payments, get documents, and access other information online.

If you have a loan with us and your property was recently impacted by a storm, flood, hurricane, fire, tornado, or other disaster, have your loan number or Social Security number on hand, and give us a call at 1-866-401-4742. We're here to help find what’s best for you, and we can discuss other payment options that may be available to you during this time.