Consumer complaint received 2023-01-23
Company: Fay Servicing, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Our mortgage was transferred from XXXX XXXX XXXX to Fay Servicing in XXXX of XXXX. I spoke with XXXX at Fay Servicing on XX/XX/XXXX and he told us he would send us a hardship application and to apply for assistance. We got behind on our loan due to covid and he said there was assistance for that. We filled out paperwork and emailed it over to XXXX. On XX/XX/XXXX, I called to follow up and spoke to XXXX. She stated that no documents had been received from us. She stated that she would put notes in the system for our account manager to call us. On XXXX XXXX, XXXX, XXXX XXXX called. She was very rude and nasty talking. She stated that no documents had been received and we might would need to reapply. She said that she would talk to her supervisor and let me know. I never heard back from XXXX XXXX. On XX/XX/XXXX, I called XXXX XXXX back as I had not heard from her to follow up on the information she was to receive from her supervisor. At this time, she told me to reapply for the hardship. She told me where to find the documents on line. On XX/XX/XXXX, I faxed the documents needed for the loan assistance. On XXXX XXXX i called to see if the documents had been received. A rep told me that they couldn't see any of the information that was sent in regards to the hardship loans. On XX/XX/XXXX we receivied a letter dated XX/XX/XXXX that based on information that we had submitted we were only eligible for a short sale of our property. and we must make a decision by XX/XX/XXXX. In the letter, it stated that we could appeal the decision by emailing XXXX. I called XXXX XXXX XXXX to ask why was this the decsion.? She informed me that the reason for the denial was there was no income listed. I know this was incorrect information. 
She told me there was nothing else she could do. I immediately formulated my email to the appeals department explaining why we disagreed with their decision. On XX/XX/XXXX, I called to see if the email had been received. This particular lady advised me that she was an account manager as well and they can't see any documents. She told me that they have 30 days to review the documents. 

On XX/XX/XXXX, we called and spoke with XXXX XXXX XXXX who informed us no documents had been received and to reapply. She also said she was going to flag the account and to put the reason as why we were reapplying. On XX/XX/XXXX, we received two ( 2 ) letters from Fay Servicing both dated XX/XX/XXXX. One letter stated we were conditionally eligible for a short sale and we must make a decision by XX/XX/XXXX. The other letter stated Acknowledgement of Complete Loss Mitigation Application was received on XX/XX/XXXX. This letter indicated a different account manager name to contact. On XX/XX/XXXX, we contacted XXXX XXXX XXXX to get information concerning the letter about a short sale and why we wasn't given other options. She stated that's all that we qualify for. 
I will be submitting another appeal as well. 
At this point, we need some assistance as this is devastating to us. We want to keep our home but we have not been given any opportunities to do that.

Company response to consumer: Closed with explanation