Consumer complaint received 2018-09-24
Company: Fay Servicing, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX or XX/XX/XXXX, I began receiving statements with an additional {$1900.00} due monthly on my mortgage statement from Fay Servicing. I was ( and still am ) unsure as to what those charges are for, so I immediately began calling Fay Servicing to inquire about that monthly amount. I have called every month since I have received these statements. Each time I was told that this was not the amount due, and to disregard those statements. On XX/XX/XXXX, I again contacted Fay Servicing.This time I was forwarded to someone who was supposedly my account manager.It is difficult to keep up with account managers because they change so frequently. The person that I spoke with, I think her name was XXXX, stated that it was money I owed for drive by inspections. I told her we had paid all of the fees when our home was threatening foreclosure, and XXXX, my account manager at the time, told me those fees had been waived. My husband had been in a serious auto accident in XXXX, which caused us to become delinquent on our mortgage. In XXXX of XXXX, I received notification that my home was being auctioned off. That was only a week after being told that I had 30 days to appeal my denial for assistance to save my home.Fortunately, my husband was able to come up with the total amount due ( Over {$13000.00} XXXX to end the foreclosure process. They had actually listed my home for auction in the local newspaper. 
As I was speaking with my new account manager on XX/XX/XXXX ( who had never informed that she was my account manager ), I became very upset because all the people I had previously spoken with had told me to disregard the {$1900.00}. She said that since I was upset she was going to hang up on me. I told her that she had no right to hang up on me because I was upset. I was only expressing my disbelief about the charges and there was absolutely no way she could justify those charges. I told her since she could not understand why I was so upset, please escalate the problem to her manager. She gave me his name and number ( XXXX XXXX ) so I called immediately and left him a voice message. When I finally spoke with him that day, he was already on the defensive. I asked where those charges had originated and he said that they were charges for drive by inspections. I asked him if I could have an itemized statement of dates and charges. He said that it did not work like that. I asked him why he could not provide me with the information. He stated that the $ XXXXwas not due until the end of my loan, but some government agency had provided them the right to add it to each month 's statement until it is paid. I asked him since it is not due until the end of my mortgage, if they could stop placing it on my monthly statement. He refused. He was very unprofessional and each time I tried to explain the great lengths my husband had gone to save our home, he kept calling my name, XXXX, XXXX, XXXX. I asked him to stop calling my name, but he would not. I asked what his position is and he said that he is vice president of servicing. I told him that his serious lack of professionalism led me to believe that he could not be vice president of anything or with any company. 

If I owe {$1900.00}, I have a right to know how and why those charges have accrued. In order to take our home out of foreclosure we paid the balance that we were told we owed. We have remained current since that time. I have no idea why over a year later, after another company has just purchased our mortgage, this amount of {$1900.00} has begun appearing on our mortgage statements. I am requesting an explanation and an itemized statement of the bill.

Company response to consumer: Closed with explanation