Consumer complaint received 2016-06-04
Company: Fay Servicing, LLC
State: TN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Throughout XX/XX/XXXX I sent information to try to get a loan modification. After submission of the loan modification package, my account manager, XXXX, would say that there was a piece that he did not receive. I would fax it again and he would tell me that he still needed another piece of information. The last time he told me that all I needed to send him was the XXXX. Faxed it to him and never heard back. I left several messages but did not receive a call back. Finally I called in and one of the workers told me XXXX was no longer my account manager. My new account manager was XXXX. Left several messages for XXXX, but never received a call back. XXXX, I had my husband withdraw money from his retirement account to bring everything current. When I went online to pay my property taxes in XX/XX/XXXX, FayServicing had already paid them on XXXX/XXXX/XXXX. 
On XXXX XXXX, XXXX I called FayServicing to pay all past due amounts and to bring the loan current as of XXXX XXXX, XXXX. Spoke to XXXX who told me that to bring the loan current to XXXX XXXX, XXXX including all late fees, would be {$1000.00}. 
The mortgage statements dated XXXX/XXXX/XXXX and XXXX/XXXX/XXXX indicated that my next payment would be due on XXXX/XXXX/XXXX in the amount of {$160.00}. Called in on several occasions was transferred to XXXX, my new account manager, left message but never received a return call. Spoke to XXXX on XXXX XXXX and explained that I needed to talk to someone so that I could make my XXXX payment and they could straighten out this mess with my account. He promised to leave a detailed message with XXXX and would have him to call me back. Never received a call back. Called in on Tuesday and asked for XXXX 's supervisor. Spoke to XXXX XXXX and explained that the payments made on XXXX XXXX, XXXX were for Tax payments and to bring the account current through XXXX XXXX, XXXX. He said that he would contact XXXX and get everything straight and for me to call him back on Friday XX/XX/XXXX after XXXX. Called him back, got his voicemail. Left message for him to call me back on my cell phone because I did not want to make my XX/XX/XXXX payment late but also did not want to send in more money when they had made a mess with the previous payment On XXXX XXXX we looked at the website and there had still been no correction. There was an additional charge for {$72.00}. This prompted us to email XXXXXXXXXXXX. In response we received a letter dated XXXX/XXXX/XXXX which stated that they had received our correspondence and that we would receive a response back in writing with our resolution within 30 business days. ( Still have not received that response. 
Then on XXXX/XXXX/XXXX ( exhibit XXXX ) we receive a " Making Home Affordable '' packet. Really!!! I had already tried that last year! Then we received correspondence dated XXXX/XXXX/XXXX more information regarding the Home Affordable Modification Program. The second page of this document shows the " Activity Since Your Last Statement ( XX/XX/XXXX-XX/XX/XXXX* ) '' It is totally confusing. It shows 4 payment correction for XXXX/XXXX/XXXX for {$770.00}, {$770.00}, {$480.00}, {$480.00} ) Then we receive an Escrow Account Disclosure Statement dated XXXX/XXXX/XXXX ( exhibit B ) that there is an overage in the Escrow Account and that we would be receiving a refund of {$640.00}. ( Never received that check ). On XXXX/XXXX/XXXX called Fay Servicing again and spoke to XXXX. Ask for supervisors numbers left message. Still no call back. 
Then we receive a letter dated XXXX/XXXX/XXXX that the loan is in default. It shows that we owe for XX/XX/XXXX through XX/XX/XXXX along with late fees, a corporate Advance Balance for a total of {$2600.00} that has to be paid by XXXX/XXXX/XXXX. They are threatening acceleration of the note which would end in FORECLOSURE. 
We are both extremely frustrated with the non service that we have received. PLEASE HELP US SAVE OUR HOME!

Company response to consumer: Closed with explanation