Consumer complaint received 2018-04-12
Company: Fay Servicing, LLC
State: NJ
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My complaint is against Fay Servicing, who was assigned my XXXX XXXX in XX/XX/XXXX  as I was going through a Divorce and fell behind on my mortgage due to loss of that second income. I immediately contacted them with the hopes of a modification or help of some type to get back on track. My account manager, XXXX XXXX, assured me they would work with me and sent me the modification packet for which I completed and sent back along with all documentation required in XX/XX/XXXX and was told that I would need the Co-borrowers information as well or the modification couldnt be completed. I informed them that I have no contact with my ex-husband and that I was unable to get his paystubs or XXXX but I did in turn send them a copy of the divorce decree stating that the home was awarded to me and that I had 1 year to refinance the property into my name and a copy of the deed I had filed vesting the title into my name only but I was told that wasnt what was needed. I then applied for the New Jersey Home Saver program for which I was awarded {$47000.00} in order to save the home and as a participant of this program Fay shouldve paid all and any back taxes, liens and overdue payments and then applied the remaining funds to the principal but when I went to pay my water bill in XXXX I was told they couldnt accept my payment as there was a lien on the property from XX/XX/XXXX and that would have to be paid first, I called Fay and told them about this and XXXX XXXX said to fax over the copy of the tax bill for which I did on XX/XX/XXXX and again of XX/XX/XXXX as he stated he didnt receive it the first time and he said he would forward the documents over to his tax dept.. I followed up on XX/XX/XXXX and he said he didnt have any updated information yet but there was a phone conference scheduled with the XXXX XXXX   Tax office on XX/XX/XXXX and that he would call me the following Thursday to let me know the outcome and of course he never called me so I called him and he stated they were going to pay them but were waiting for authorization from the lien holder for which made no sense to me so I asked to speak to their tax dept. and was told I couldnt speak to them and that he would get in touch with them and find out what was going on with the payment of the lien. I then called and spoke to the XXXX  tax office who stated that they never had a phone conference with Fay nor have they called for a payoff for the lien. My other issue with them is that my payments ( checks ) have not been cashed therefore leaving my mortgage account in the arrears as they only cashed my first payment sent to them in XXXX. There are still 2 outstanding checks out there for XXXX and XXXX that have not been cashed. My payments have also gone up from {$830.00} for XXXX and XXXX to {$1200.00} for XXXX and XXXX and set to go up again in XXXX and the reason they give me for this is Escrow shortage. Ive done my research on this company and this seems to be common practice for them and I think its unfair. Please see all documents attached and if there is anything else needed of me please feel free to contact me XXXX or email at XXXX. Thank you in advance for your assistance.

Company response to consumer: Closed with explanation