Consumer complaint received 2021-04-18
Company: Fay Servicing, LLC
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX. 
XX/XX/2020, I received a letter from Fay Servicing notifying me that according to their records my flood ins had expired, and I had not replaced it. That because my property was located in a FEMA Flood Zone, I needed to obtain new coverage. Letter attached : I contacted XXXX XXXX, XXXX, Principal Planner and Floodplain Administrator, XXXX XXXX Planning Department. I ask if there had been a rezoning of the area my home is located in. Her reply was No, had been no changes in my location. Property still carried an X rating ( meaning not in a flood area ). XXXX E-mailed me with a FEMA Firmette Map for my address, showing it was not in a flood zone. If there is a single person within Fay that can read and understand English, look at the Fema map and read the map legend. It clearly states that it was exported XX/XX/2020 as well as USGS The National Map : XXXX Data refreshed XX/XX/2020 across the face of the Firmette. See Attached copy of FEMA Firmette. 

XX/XX/2020, I called Fay Servicing and spoke to XXXX XXXX customer service rep. I forwarded the FEMA Firmette Map to XXXX XXXX. He told me he would forward it to the correct people and have an answer for me in 24 to 48 hr. See Attached E-mail. 
XX/XX/2020, I did not receive a return call from XXXX XXXX. Called Fay, only received voice mail at XXXX XXXX direct number. Called Fays customer service and XXXX ( last named unknown ) answered, asked to be transferred to XXXX XXXX. Was placed on hold. XXXX finally returned and said XXXX XXXX would call me XX/XX/2020. 

XX/XX/XXXX, called XXXX XXXX, again voice mail, he never returned my call. Status unknown. Talked to other customer service rep. no one knew or cared what was going on enough to pursue the issue. 

XX/XX/2020 received another letter demanding flood ins. Or Fay would place flood ins on my property and bill me. I called XXXX XXXX again. After several days of calling, he answered. When asked what was going on. XXXX said he did not know what I was talking about and had never talked to me. Letter Attached. 
XX/XX/2020, I received another letter from Fay which included a flood ins policy. The letter claiming, I had signed documents stating I would carry flood ins. That maybe factual, but not on a property that is not in a Flood Zone. I called faXXXX and started the next round of this fiasco. 

XX/XX/2020 I spoken to another customer service rep, another copy of the XXXX XXXX Planning Department E-mail was forwarded to XXXX XXXX XXXX XXXX. Said he received it and would deliver to proper people. Never a response. Letters and policy front pages attached. 

XX/XX/2020. I informed them that as the property was not in a flood zone, nor had it ever been, I refused to accept or pay for this policy. I spent several hours on the phone with XXXX XXXX another customer service rep. I again forwarded the E-mail from the Principal Planner and Flood Plain Administrator for XXXX XXXX Nevada. I have never received a response to his letter which stated a reply in 3 business days. Letter attached. 

Fay has fraudulently taken funds from my account to cover this bogus ins. policy. I have continually asked to speak to someone in their Legal or Insurance Department. To have this Bogus Policy removed and the funds returned to me. The continued answer is. Customer Service will take care of the problem. 

Fay has persistently harassed me for payment on this policy. I will not pay for a fraudulent charge. 

None of the Customer Service reps I have spoken to even have a clue who or what FEMA is. 

Reference first complaint XXXX to follow the many problems with Fay Servicing LLC 11 attachments included. 

5 copies of FEMA Firmette, 4 to different customer service reps.

Company response to consumer: Closed with explanation