Consumer complaint received 2024-08-22
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Fay Servicing, LLC (SC)

I was behind on my mortgage payments and called XXXX XXXX on XX/XX/XXXX asking for a loan reinstatement amount after a copy of a XXXX XXXX was delivered to my home. I had not received any notification that foreclosure had begun. I called my point of XXXX, XXXX XXXX on XX/XX/XXXX and asked for the full amount to bring current. He told me he would email me a copy in the next XXXX days. After 8 days I had not received anything called again. When I call the customer service # for XXXX XXXX, it automatically transfers me directly to only XXXX XXXX, I can not speak to anyone else but him initially. Most times it takes over an hour on hold for him to pick up. On this day I again asked for the amount to bring loan current and he sent me an email while I waited and as soon as I said I received it, he hung up with no notice. It was an encrypted message that I had trouble opening, and it did not include the instructions on how to wire the money, as he said that was the only way I could pay. I emailed him that day saying I did not have all of the info I needed, including a breakdown of the amount owed, and never received a response. I know the email was correct as I had used it for communicating with him prior to these incidents. The amount I had to wire was just under XXXX, but I had no idea how he came to that amount as there was no specific breakdown. He told me as long as they received it by XX/XX/XXXX, the amount would not change. I sent the wire on XX/XX/XXXX. I emailed XXXX XXXX that day for confirmation the money was received and he never responded. I followed up on the app over the next few days and saw the money had been received. When I downloaded the most current accelerated statement, it showed an overpayment of {$1800.00}, but on my payment screen on the app, there was no mention of unapplied funds and my next payment due on XX/XX/XXXX was for the full amount of {$2100.00}. I was curious where the extra money had went and called XXXX XXXX again on XX/XX/XXXX. He stated the extra {$1800.00} was for corporate advance fees related to the start of foreclosure, which I was never contacted about either. I asked if he could provide me with a detailed list of these fees and he said he would look into it and email me a copy in XXXX to XXXX hours. On XX/XX/XXXX I looked at the document center on the app and saw there was a document about a principle payment. When I opened it it said there was {$1800.00} in misapplied funds from XX/XX/XXXX, and that the used that money and put the entire amount toward my XXXX balance as an extra principle payment, which I never authorized or was notified about. I didnt receive any emails from XXXX XXXX XXXX I called again, waited over an hour, and spoke to XXXX XXXX XXXX. I asked about the principle payment and he said he knew nothing about it. He placed me on hold and said that what I had read on the app was correct. I asked him to reverse the payment, as it was never authorized and to place it in suspense toward my next payment instead. He said he was going to take care of it and that brings me to today as I am composing this complaint. I still have yet to receive a detailed list of all corporate fees I have had to pay after requesting it multiple times. If I had not paid attention to how the funds were applied, I would never have known my {$1800.00} had be misapplied. I have paid more money in corporate advance fees and have no idea what it was actually for. I am still waiting on a detailed breakdown. I have called XXXX XXXX at least XXXX times since XX/XX/XXXX and have been disconnected, hung up on before all my questions were answered, treated rudely, and thats when I can actually get someone on the phone in the first hour or XXXX. I have received a payment history for the account and it is almost impossible to follow how they are appropriating funds, and there are no specifics for fees charged. When I ask for details or explanations, no one can give me a strait answer. My loan was sold to XXXX in XX/XX/XXXX and since then my payment has gone up over {$500.00} a month with no detailed explanation other than escrow shortage. I asked for an escrow statement and was emailed a statement for a completely different customer account. Not my own. Had to call back again, wait on hold, and they could only give me a confusing payment history, and could not provide detailed escrow payment info. This is the worst customer service I have ever encountered. They make communicating with them almost impossible. No one can give you straight answers, and I have not been permitted to speak to anyone except for XXXX XXXX. This company is charging non existent fees and than making it almost impossible to follow up and question them on it. If I have to pay a fee that is not noted in my contract, should there not be some sort of detail or explanation for it? They almost got me for {$1800.00}, and have probably pocketed fake fees in the past that I have paid. I am continuing to follow up to see if I can get details on the rest of the corporate advance fees I have paid.