Consumer complaint received 2020-09-21
Company: Fay Servicing, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX when the pandemic started I reached out to mortgage company Fay Servicing for assistance. Fay servicing offered a forbearance for 3 months for the months of XXXX, XXXX and XXXX to resume on XXXX. I received a letter from Fay servicing stating that all 3 months in the rear was due on XX/XX/XXXX along with the XXXX monthly payment I also received a foreclosure notice. I called Fay servicing in XXXX to see if I there were any other options I was told to call every week because they update their Covid-19 relief weekly and that I was still in forbearance I was told to complete a loan modification which I did and submitted to them. called every week as I was instructed to do. The first week in XXXX I was told my modification was under review and the underwriter will respond by XX/XX/XXXX. I received notification in the mail on XX/XX/XXXX stating my modification had been approved for forbearance for 3 additional months and at the end of the forbearance my monthly mortgage will be doubled for 6 months. The letter stated that I have 14 days from the date of the lette which was dated XX/XX/XXXX to appeal. I wrote an appeal and sent it certified mail on XX/XX/XXXX. I called Fay servicing on XX/XX/XXXX to see if they received my appeal and the representative said no and told me that I can email a copy of my appeal to XXXX. I emailed a copy of the appeal. I received a voicemail from my account representative XXXX XXXX on XX/XX/XXXX at XXXX XXXX stating that my appeal will not be submitted because I did not get it in by the deadline and I can not send it by email. I called Fay servicing on XX/XX/XXXX and spoke with a representative that said XXXX put in the notes that my appeal was suppose to be submitted by XX/XX/XXXX and it didn't make deadline so it will not be submitted for review. I asked to be connected to XXXX XXXX left her a voicemail stating that I mailed my appeal and I emailed her a copy of my receipt, certified mail dated XX/XX/XXXX, copy and a copy from the post office confirmation that it was delivered and picked up on XX/XX/XXXX. I didn't receive a call back from XXXX. I called again on XX/XX/XXXX and another representative said she saw in the notes my appeal was not being submitted. The representative connected me to XXXX and I explained to XXXX that I submitted my appeal in sufficient time. XXXX said on the delivery confirmation it had the wrong zipcode. I pointed out that on the receipt and certified state had the correct zip code. I also pointed out that it is ridiculous that they give 14 days to return an appeal when the postal service is not as dependent as they once were due to the pandemic. I informed XXXX that I will be contacting you all because I have complied with everything that Fay servicing has asked me to this far and they don't respond back and for them to decline my appeal after do everything that was asked of me is unacceptable. I have attached the supporting documents. Thank you in advance for your help in this matter.

Company response to consumer: Closed with explanation