Consumer complaint received 2017-08-25
Company: Fay Servicing, LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was in the process of Loan Modification with the mortgage company. The application process was near completion. However, there were several questions and information I needed that I was unable to get. The mortgage company assigned a counselor to me ( XXXX ). Although I had made several calls and e-mails to the counselor, I did not receive a response from him after XX/XX/XXXX. There were 2 questions that I did not complete on the loan modification application. In response to my asking the counselor to send the two pages via e-mail for completion, he sent an email ( attached ) requesting information so that we could transact business via e-mail. I returned the requested information via e-mail ( attached ). I called and e-mailed the counselor several times after XX/XX/XXXX as there were questions that I had and I never received the pages that needed completion, but did not get any response from the counselor. When I called the response I received was that he was not in the office yet or that he would be given the messages. Sometime during the later part of XX/XX/XXXX I received a letter from the mortgage company 's legal attorney that my home would be sold at foreclosure on XX/XX/XXXX. I continued to call my assigned counselor at Fay Servicing for information regarding the loan modification pages to complete and information regarding what I could do to stop the foreclosure. I never got a return call from the counselor.  A friend recommended that I go to the Neighborhood Housing Association which I did on XX/XX/XXXX and XXXX, XX/XX/XXXX The representative from the Neighborhood Housing Association called and spoke with several administrators regarding my not having sufficient understanding of my rights regarding the foreclosure and my failure to receive a response from the mortgage company 's assigned counselor regarding the modification loan application and the scheduled foreclosure sale of my home. It was at this time that I was told that the counselor assigned to me had been out sick. The mortgage administrators stated that anyone could have helped me with my questions/concerns. However, the representatives I spoke with by phone between XX/XX/XXXX andXX/XX/XXXX andXX/XX/XXXX looked at the information on the computer screen, but said that I should speak to my counselor because he would be privy to information that may not have been on the screen. In fact, one of the associates with whom I talked requested that I send the information giving permission for the mortgage company to conduct business via e-mail. This information had been sent to my assigned counselor as early as XX/XX/XXXX. This documented the fact that the counselors who assisted me did not have all of the information needed to inform me or assist with my rights regarding the pending foreclosure sale of my home. Not once was I told that the assigned counselor was out sick. At that point, I had further concerns that he had not gotten my e-mails or phone calls requesting information and help. The mortgage administrators informed the housing representative that there was nothing they could do. The foreclosure sale of my home was done on XX/XX/XXXX.

Company response to consumer: Closed with explanation