Consumer complaint received 2019-03-25
Company: Fay Servicing, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I lost my job in XXXX of XXXX and was without an income until the end of XX/XX/XXXX. I was unable to make mortgage payment in that timeframe and for a couple of months after that. I contacted Fay Servicing in regards to loss mitigation with my mortgage at the end of XX/XX/XXXX. I was sent a loss mitigation packet in which I put all documentation together and emailed to them XXXX XXXX. I received a letter from Fay Servicing with additional documentation required which I sent everything to them except for a XXXX W2 which I could not locate. I contacted Fay Servicing to let them know same. They were supposed to have the account manager return my call which was never done. I sent all other information they were looking for with a clear message that I was unable to obtain the XXXX W2 on XXXX XXXX. I never heard anything back. I attempted to contact Fay Servicing several times in XXXX never receiving a return call from the account manager. Finally on XXXX XXXX I was finally able to speak with the account manager who told me there was nothing he could do without the XXXX W2. I managed to get a copy of it and emailed it to him XXXX XXXX. Again I heard nothing from the account manager or did I receive any mail stating there was any outstanding documentation. I again proceeded to attempt to contact the account manager the last week of XX/XX/XXXX. I made several calls that were not returned until finally I left a nasty message which was finally returned on XXXX XXXX. At that time I was told that the company now needed my XXXX W2 's and a copy of my XXXX tax return. I forwarded the requested information the very next day on XXXX XXXX. Again heard nothing. On Wednesday XXXX XXXX I received a notification not even to me but to the tenant in the house ( my home is my primary residence there are no tenants ) that my house was going to Sheriff 's sale XX/XX/XXXX. This was the first notification of any kind that I had received of this nature. I immediately contacted the account manager who did not return the first call, I called and left a second message again getting nasty. The account manager proceeded to tell me that my file had been closed on XXXX XXXX for not receiving the documentation requested in time. Every time any documentation was requested I emailed it to the company within two days of the request ( I have copies of all emails sent ). After explaining that I had copies of everything sent to them via email the account manager said he was going to attempt to get the processing unit to reopen my file. He also told me to contact him Friday XXXX XXXX to find out if he was able to have this done and the worst case scenario would be to start the process all over again. I contacted the account manager, XXXX XXXX, XXXX XXXX at 11:00 AM with not return call. I then proceeded to get on the offensive and resubmit the entire application online Friday afternoon. I am in danger of losing my home and receiving no help from the servicer. It almost seems like they are intentionally trying to cause the loss of my home.

Company response to consumer: Closed with explanation