Consumer complaint received 2020-01-24
Company: Fay Servicing, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
After a lengthy divorce that started in XXXX and ending in XXXX, then to XXXX  my XXXX  ; deeming me completely XXXX and could not work to support my family nor keep current on my mortgage payment. Today, I am in foreclosure proceedings where an NOD was filed in XXXX of XXXX. I started the pursue mortgage workout options in XXXX of XXXX with XXXX XXXX, and still trying to find a resolution now with FAY Servicing ; with no outcome from either servicer to help me keep my home now that I am financially and healthy stable. XXXX XXXX  was working with me on loan modification and needed a few more documents and before I could send the last documents to them ; the servicing company was changed to FAY Servicing and I have been trying to work with them since. My complaint here also includes the disregard of FAY servicing when speaking to me over the phone and their unresponsiveness to my email : did not email information when requested, would call and get hanged up on. Tell me many things over the phone of why they would not work with me on a modification and then send me a denial letter with other reasons. Some things that they said was we helped you ten years ago, and you want us to help you again. FAY representatives claimed that they didnt speak to me or work with me on email and we had. The serving and customer service from FAY servicing has been belittling and made me feel less of a person. Besides that, the reasons for their denial changed every time I submitted a request ; over the past year I have been getting myself financially stable and finding ways to earn more income, renting rooms in my home, and recently moving my girlfriend in and she is helping financially as well. This whole process has caused me so much stress that in XX/XX/XXXX, I landed in the hospital with a XXXX XXXX  that it had to be removed completely. I can now afford to manage my mortgage payment and just need a chance to start all over again, after this 5 year nightmare I have been through. Please take a look at the many denial letters of the many hardship packages I have sent in over the past year and half : XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ; which have a variation of reasons. The latest reason is that the investor will not review more than one package per delinquency, and that I have reached the maximum evaluation count. How can this even make sense to use as a guideline to evaluate a borrowers hardship, when hardships are progressive and evolving ; and taking time to get financially stable takes time and getting back health even longer? I feel the investor on this loan can extend a loan modification now that I am financially stable. Also, I believe there is a violation of dual tracking throughout this whole process when the NOD filed. Not once did I receive any communication from FAY Servicing that they received my hardship package request ; and that is was complete for their review. I am supposed to receive a letter in writing informing me that the package that I sent in was either incomplete or complete, and have never received them until this date. The only document I would get, and that is sometimes, is the denial letter and most of the time I had to call in and request that it get faxed in.

Company response to consumer: Closed with explanation