Consumer complaint received 2017-07-06
Company: Fay Servicing, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Fay Servicing has refused to communicate with me after numerous attempts. I had to file bankruptcy XXXX XXXX. My mortgage at that time was held by XXXX XXXX XXXX. I have been paying on time every month to the courts to complete the bankruptcy. Have not missed a payment. XXXX XXXX XXXX allowed me to make current payments by having my bank pay on the 1st of every month. The mortgage was transferred to XXXX, I believe in late XXXX. XXXX continued to allow us to make direct payments monthly from my bank account and I got monthly statements from both, showing my balance and how my payments had been applied. I had to do nothing and knew payments were being paid on time. Then the mortgage was again transferred, and this time to Fay Servicing, and the problems begin from the beginning. <P/>Repeated request for documentation on the mortgage, the balance that was transferred, and how each payment was being applied, current balance and have not gotten any response from Fay Servicing. Fay Servicing has refused to talk to me at all, ca n't even tell me how much my mortgage payments should be. Numerous phone calls with promises that my account manager would call me back. Never heard from anyone. I ca n't make the automatic payments I was doing with XXXX XXXX XXXX or XXXX. I ca n't even make online payments using their website. I do n't keep many checks and pay none of my bills by check anymore and everything is either paid in a website or automatically paid each month by my bank. When the mortgage was transferred to Fay Servicing, I change the payee with my bank to them and the bank tried numerous time to send the payment and it was not allowed. Finally after 3 months they sent a letter to my attorney threatening foreclosure. So I sent them a check for the 3 months plus the next month along with the certified letter. <P/>My attorney has sent two letters giving Fay Servicing permission to talk directly with me. I have sent two letter doing the same and the last was by certified mail, see attached. To date I have had no response, in any form, from Fay Servicing. After they received the letter I waited and try to send automatic payment from my bank and again it was returned. I tried to make payment online in the website and it still will not allow me and I ca n't even see my account as they have it blocked. I call and they still will not talk with me. <P/>Every payment with XXXX XXXX XXXX and XXXX was make on time every month but since Fay Servicing it has been a nightmare. I am beginning to believe they are what is called a Predatory Lender.  Now I have three months including current month that is due and refuse to write a check because I do n't really have any and would have to order more. Besides, I have no idea how my money is being applied, what my balance is, both on the mortgage and my escrow account. I do n't feel safe sending money to a company that wo n't provide statements or any documentation on my mortgage. There has been nothing received from Fay Servicing since they took over the mortgage, except at first I received I letter that they were the new mortgage company. But it did not even give me any information about my account. <P/>I am at the end of my rope has to what to do next. I may have to file legal action against them but do n't wo n't to do that except as a last resort. But that is were I am unless CFPB can get them to respond, communicate and provide me with the on going accounting of my mortgage.

Company response to consumer: Closed with explanation