Consumer complaint received 2016-07-21
Company: Fay Servicing, LLC
State: CA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
*This is my second complaint on the same issue that has failed to get fixed* XXXX XXXX XXXX, XXXX, I recieved a letter from Fay Servicing that my mortgage had been transfered to them.In which my monthly payment stayed the same. I recieved a letter from Fay requesting evidence of fire policy on XXXX XXXX, which was sent to them. I then got a XXXX account disclosure statement which did not include collection of fire policy. I later got a check for {$100.00} stating that my property tax had went down and my escrow was over. I had been dealing with XXXX over the issue of not including my fire policy. He stated that my fire policy was put as a non-escrow item. In which I continued to argue with him about. When we purchased the home in XXXX, it was included. When the home went through modification, the fire policy was escrowed. In XXXX I got a cancellation notice from XXXX, that carried my fire policy. XXXX asked me to email him the cancellation letter and that this issue would be taken care of. I reached out to XXXX XXXX, that carried the mortgage before them and processed the modification. They sent me a complete Account Disclosure and history for the time they managed the loan, which stated that fire policy was escrowed. I knew that Fay Servicing was still not collecting fire policy as my payment went down. According to XXXX, they feel that " I benefited cause I had a lower payment '', when in reality, they payed the fire policy in XXXX, that actually made my escrow go into negative. Upon talking to XXXX several times to fix this, it never was and when I received an account disclosure in XXXX, homeowners policy finally showed up. By this time, my escrow was now {$1400.00} in the negative. They payed XXXX and XXXX homeowners without properly escrowing it. I then started working with XXXX XXXX at XXXX. My monthly payments were now increasing because of the negative in my account. I reached out to XXXX in XXXX XXXX, in which they contacted XXXX to assure him that Fire Policy was and always had been an escrowed item. I spoke with XXXX at XXXX, asking that Fay reach out to them so they can confirm that it was also an escrowed item. Unfortunally, XXXX called XXXX and he " claims '' that XXXX from XXXX never called him either. Upon much frustration and going in circles, XXXX came back with a little solution. They would take the negative escrow and stretch it over 60 month, so my monthly payments can stay lower. In XXXX XXXX, the Account Disclosure came, with another high increase in payment. Demanding payment of the negative escrow, which is now {$1900.00}. I had asked, if I was working on paying down the negative this past year, why has it increased? Upon speaking with XXXX at Fay Servicing, my escrow payments were {$18.00} short every month! My monthly payment was already going up beacause of the maturity of the modification. Since then, I have had Making Loans Affordable working them cause they havent complied with the agreements of the modification. There is only so much they can do and they are getting the run around with Fay. Today, I recieved a call from Fay Servicing, advising that my monthly payment will now increase {$150.00} cause of the negative in escrow for taxes and homeowners. I have called numerous times, seems like a different person handles my loan everytime I call. We worked REALLY hard getting this home modified when my husband lost his job, so we could stay here. Getting the monthly payments affordable. Fay Servicing has made this very hard with the lack of professionalism and owning up to their mistakes and fixing the issues. They continue to say that someone has to pay for this, I honestly can not afford to continue to pay for their mistakes.

Company response to consumer: Closed with explanation