Consumer complaint received 2023-01-04
Company: Fay Servicing, LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of XXXX I began a loan modification trial period that lasted until XXXX of XXXX. All Payments through XX/XX/XXXX have been made with no problems. Then the XX/XX/XXXX check was sent in, but it was returned on XX/XX/XXXX of XXXX. Upon being approved for a modification, the trial period began in XXXX of XXXX and was supposed to end in XXXX of XXXX. Because of mistakes made by Fay Servicing on the modification, we continued paying the trial period bill until it came back for signing and notarization. In XXXX of XXXX, the modification payments started. As mentioned above all payments were submitted via XXXX XXXX XXXX XXXX. 
As I looked upon the billing statements on this account in regard to the new modification in Fay Servicing online service, it has the account starting in XXXX of XXXX. The Trial period began in XXXX of XXXX. How can this be? So, they have us 3 months behind on payments prompting a pre foreclosure. I called multiple times to speak to an account XXXX nobody was able to help. XX/XX/XXXX, I called and was told via an account XXXX ( XXXX ext. XXXX ) that my account would be elevated to a supervisor. On the same call we were told to call back in 48 hours. We called back on XXXX XXXX and we were greeted with a new account XXXX ( XXXX XXXX XXXX, who was very rude in his delivery, he told us that XXXX noted the account and sent it to his supervisor and not to keep calling back, because the process takes some time. We ask, how long does the process take, because we need answers now. A pre foreclosure letter has been sent out and we need answer now not later. So, we gave them about two weeks till after the XXXX to give them some time. We contact them again on XX/XX/XXXX, like clockwork we were greeted with a new account XXXX who was unable to provide a decent service. The young Lady told us that nobody had done anything to our account much less looked into the problem we have. Like XXXX, she too has noted the account to be looked at by her supervisor, we ask for her supervisor 's email to at least gain some type of traction, to no avail. Not only is this pain to deal with, it makes it worse for the borrowers who are dealing with an issue to hear in the background people laughing, carrying on as if they are enjoying the frustration. Fay Servicing does not provide adequate information for borrowers concerning their account. An Itemized allocation of payments made is nonexistent to the borrower to explain exactly where their payments are being applied. We were told multiple times that one of our payments were dispersed unto other areas that I have no clue of or why. We ask that Fay Servicing correct the account according to the new modification that began in XXXX of XXXX. The payments for XXXX and XXXX of XXXX will be made to bring account current. Continuing payments will be made moving forward. Also, to add, having already gone through this before with them, via the judge 's decision in court, no payments were required to be made until the new modification began in XXXX of XXXX. So XXXX, XXXX and XXXX of XXXX are irrelevant.

Company response to consumer: Closed with explanation