Consumer complaint received 2022-10-11
Company: Fay Servicing, LLC
State: PA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Loan # XXXX, XXXX XXXX XXXX, XXXX, Pa XXXX On XX/XX/2022 I found out that Fay Servicing had created an escrow account for property taxes on my behalf and my monthly mortgage payment would increase from {$280.00} to {$910.00} starting in XX/XX/2022. I can not afford an increase of ~225 % in my monthly mortgage payment. 

I immediately called twice and spoke to their customer service department ( initially XXXX XXXX and XXXX XXXX after I got disconnected ) to asked why they would do that. They told me that Fay Servicing had received a notice/letter from the XXXX XXXX XXXX XXXX XXXX stating my taxes were delinquent and thats why they paid them. I explained to them that they were not delinquent, that the amount Fay expected to pay reflects a 2 % discount for early payment, and followed up with an email attaching proof of timely payments made and requesting to stop all future tax payments on my behalf. 
On XX/XX/2022 I went to the XXXX XXXX XXXX XXXX XXXX to inquire about this notice/letter they sent to my mortgage company and was told in no uncertain terms that my tax payments were not delinquent, they had not sent any such letter, and would not have send any notice to Fay Servicing if my tax payments were late or delinquent. 
I also went to the XXXX XXXX XXXX Collector ( XXXX XXXX XXXX to asked if she sent Fay a delinquency notice. XXXX told me that she had not and that she had returned a check from Fay Servicing in the amount of {$2700.00} ( this reflects a 2 % discount for early payment ) on XX/XX/2022 since I had already made the first of four installment payments for my school taxes. 

That day I called Fay Servicing again asking for a copy of this notice/letter they claim to have received. I was told to give their tax department 5 business days to follow up on my request. 
On XX/XX/XXXX. 2022 I emailed Fay Servicing again to asked for a copy of the notice/letter they claim to have received from the County. I also once again insisted for Fay to stop any and all future property tax payments on my behalf. 

On XX/XX/2022 I called Fay Servicing again since I not received a copy of this letter they claimed to have gotten from the County. I was told that there was no mention/note of my request in my account information. I told her that I asked for this via a phone call twice and that I had even followed up with this request in writing both times ( and received confirmation from Fay that they received my emails ). I was told once again to give their tax department more time. She was not able to connect me directly with this department however. 

When I went to make my second installment of the school taxes ( on XX/XX/2022 ), I found out that Fay Servicing had already made payment for the remainder of the school taxes on XX/XX/2022 and XXXX XXXX had processed this payment and could no longer return it. 
Fay Servicing has never send me a copy of this notice they claim to have received from the County soliciting delinquent tax payments nor do I believe did they ever got such a letter. Fay has taken it upon themselves to create this escrow account to charge me more money in fees and interest. 
Furthermore, they put me on hold for 45+ minutes and then hung up on me several times and ignored my three emails demanding to dissolve this escrow account and to stop making future tax payments on my behalf.

Company response to consumer: Closed with explanation