Consumer complaint received 2020-01-15
Company: Fay Servicing, LLC
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
MY PARENTS ARE DECEASED AND I WAS TRYING TO GET THIER HOUSE SOLD AND FAYSERVICING WHICH IS MORTGAGE COMPANY THEY HAD DID US TOTALLY WRONG. WE HAD TO RUSH TO DO A SHORT CASH SALE TO GET PROPERTY SOLD BEFORE THE SHERIFF SALE BASICALLY GIVING OUR PROPERTY UP WHICH CAUSE US TO LOOSE XXXX DUE TO THIER LACK OF WORKING WITH US. I MADE NUMEROUS ATTEMPTS AS WELL AS OUR REALTOR MADE NUMEROUS ATTEMPTS TO WORK WITH THEM. 
MY FATHER PASSED XX/XX/2019 OF XXXX  XXXX XXXX I CONTACT FAYSERVICING AND WAS TOLD XXXX XXXX THE ACCOUNT REP OVER THE ACOCUNT. TO START SHE WAS RUDE NOT COMPASSION DIDN'T EVEN OFFER CONDOLENCES. SHE SAID NEEDED INFORMATION TO DISCUSS MY PARENTS MORTGAGE WITH ME. I EMAILED HER POWER ATTORNEY WHICH I HAD SHE TOLD ME VERY LITTLE CAUSE WHEN A PERSON DIES SO DOES POWER OF ATTORNEY. SHE SAID WOULDN'T BE ABLE TO GIVE ME MUCH INFORMATION UNTIL SUCCESSION IS DONE. SO WE DID AND COMPLETED SUCCESION I FORWARD HER THE INFORMATION ON ADMINISTRATOR OF THE ESTATE WHICH WAS MYSELF AND FROM THAT DAY ALL COMMUNICATION STOPPED. I WOULD CALL AND EMAIL AND NOTHING WE CONTINUE TO GET HOUSE SOLD AND THEN DISCOVERED THEY PUT US IN FORECLOSURE. MY CALLS AND EMAILS WENT UNNOTICED UNTIL A WEEK BEFORE THE SHERIFF SALE WHEN WE SENT XXXX XXXX AN EMAIL WITH LENDER INFORMATION ON SALE FOR PROPERTY WE CALLED AND DISCOVERED THE ACCOUNT WAS TRANSFER TO XXXX XXXX. WHO WE MADE CONTACT WITH WHO COULDN'T TELL ME MUCH UNTIL THE LEGAL TIME GAVE ME APPROVAL ON ACCOUNT. MEANWHILE SHE ASKED FOR ALL INFORMATION I HAD PROVIDED XXXX XXXX IN THE BEGINNNING AND LEGAL TIME APPROVED ME WITHIN A DAY. WE ASKED XXXX XXXX IF SHE COULD GET WITH THE INVESTOR WHICH WAS XXXX TO SEE IF COULD HOLD SHERIFF SALE TILL END OF MONTH WE HAD AN OFFER/LENDER LETTER AND ALL IN WHICH WE EMAIL TO HER. AT THIS TIME SHE WENT SILENT ON ME NOT RETURNING CALLS OR EMAIL. I STARTED CALLING FAYSERVICING MAIN LINE WHICH IS A JOKE NO ONE TO TRULY HELP JUST ALOT OF RUNNING AROUND EVEN TRIED TO TALK TO VICE PRESIDENT XXXX XXXX BUT HE WAS IN MEETING SO WHILE AWAITING I ASKED XXXX IN CUSTOMER SERVICE IF WAS ANYBODY COULD TALK TO TALK THE SHERIFF SALE IS IN TWO DAYS I NEED ANSWERS AND HELP HE SAID NO CAN JUST LEAVE XXXX XXXX A MESSAGE SHE SHOULD GET BACK TO YOU IN 24 HOURS. LIKE NOBODY AT FAYSERVING, LLC HAS NO COMPASSIONATE NO MEANS TO HELP CUSTOMERS JUST WANT TO TAKE PEOPLE PROPERTY. IT'S SAD TO SAY THIS MORTGAGE COMPANY IS A JOKE NOT CONCERN FOR NOTHING BUT TO COLLECT MONEY. ON MONDAY AFTER I HAD CALLED 12 TIMES XXXX XXXX RETURNED CALL AND SAID INVESTOR SAID NO TO RESCHEDULE SHERIFF SALE WE GOING TO AUCTION U SHOULD HAVE GOT AN ALL CASH OFFER NOT A FHA BUER LENDER CAUSE THAT COULD DRAG ON. WHEN I TOLD HER THE MORTGAGE COMPANY WOULD GET MORE MONEY AWAITING OUR SALE CAUSE WHAT LISTED FOR FOR SHERIFF SALE ISN'T PAYOFF SHE POINT BLANK SAID, '' WE WILL GET MORE IT WILL BE A BIDING WAR AT SHERIFF SALE. " I WANTED TO TELL HER " LIKE REALLY XXXX XXXX THIS IS WHAT YOU TELL A CUSTOMER WHO LOST PARENTS TRYING TO DO ALL SHE CAN TO GET PROPERTY SOLD AND PAY FAYSERVING OFF. '' ALSO THE TITLE COMPANY HAD NO LUCK GETTING IN CONTACT WITH FAYSERVICING TO GET A PAYOFF XXXX XXXX WHO NEVER RETURNED THIER CALLS OR EMAIL. THE ONLY WAY WE GOT PAYOFF WAS WORKING THE ATTORNEY HANDLING FORECLOSURE. MS. XXXX WITH XXXX XXXX OFFICE WAS THE ONLY HELP WE TRULY HAD IN THIS MATTER AND THAT'S SAD AN ATTORNEY HANDLING FORECLOSURE ONLY ONE WHO ANSWERS AND RETURNS CALLS. 
I AM TOTALLY HURT AND VERY DISAPPOINTED WITH FAYSERVICING, LLC THEY SHOULD NOT BE AROUND DOING BUSINESS THEY ARE RUDE, SELFISH, NOT COMPASSIONATED, DON ; T KNOW HOW TO TALK TO CLIENTS AND SHOULD NOT BE IN BUSINESS. THIS COMPANY IS A JOKE

Company response to consumer: Closed with explanation