Consumer complaint received 2018-05-23
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC (FL)

XX/XX/XXXX CPFB Faye Servicing On XX/XX/XXXX I purchased this property and I secured a home equity line from XXXX XXXXXXXX XXXX for the property at XXXX XXXX XXXX XXXX XXXX Tn XXXX.I also secured insurance from XXXX XXXX XXXX at that time. 
On XX/XX/XXXX I took advantage of a fixed rate loan option ( FRLO ) to convert from an adjustable to a fixed rate for the life of the loan paying {$150.00} as a conversion fee. 
All copies were scanned and emailed to ( XXXX XXXX ) Faye Servicing on  XX/XX/XXXX regarding the statement and proof of conversion fee check and supporting documentation for the FRLO. 
My XXXX loan was current as of XX/XX/XXXX when I received a letter that the loan was being transferred to Faye Servicing. 
I was called by XXXX XXXX ( Faye Servicing ) as I wanted to put the loan on auto pay but when the loan was transferred there was a problem as my payment was XXXX but Faye Servicing thought it was XXXX but that was 2 months. XXXX XXXX demanded that I make the payment and XXXX was my new monthly payment. The following month I was told I owe XXXX twice the XXXX.I really believe they have issues with their banking software system they are using. 
Finally XXXX admitted there was a problem when it came over from XXXX and duplicated payments in their system.IN their eyes it is better to demand money and admit no wrong. 
Next I was told to add them to the insurance so I was on the phone twice a week trying to get the payment correct on top of the interest rate problem as described above. 
So XXXX XXXX does not work at Faye Servicing anymore so now I start calling XXXX XXXX ( the new account rep ) and I leave message after message for 3 straight weeks at least a few times a day and no return call. 
After about 4 weeks I was able to reach XXXX XXXX and explained all my concerns and I never heard back from her. I called XX/XX/XXXX and demanded to speak to anybody that could help and was called back by XXXX XXXX with Faye Servicing.XXXX stated he would call me back on Wednesday XX/XX/XXXX and I never heard back. 
I explained the situation and XXXX decided to take the position that he has been in the business 30 years and Faye never does anything wrong and wanted to educate me on how interest works and force placed insurance all on a Friday night at XXXX. 
I am XXXX XXXX XXXX XXXX so I believe I understand how it all works. I was told by XXXX that the loan came over from XXXX with forced place insurance but I have documentation that shows there was no forced place insurance. I also have documents that show that the statements are so incorrect because on XX/XX/XXXX that statement shows XXXX as interest payment and no principal payment. 
On the statement I received dated XX/XX/XXXX it shows XXXX as they took the payment XXXX added XXXX they are trying to extort from me for force placed insurance equals XXXX and calling it the regular monthly payment.I have been very pro active to protect my credit and work with these people but they must have software issues and their lack of customer service is sad. I guess that is why they were fined XXXX XXXX by the CPFB. My issues are accuracy of statements and interest rate, lack of communication and both XXXX XXXX and XXXX XXXX both stated that the {$130.00} would be removed from the account as I was taken advantage of as I was working with them and was assured everything would be fine.That is similar to dual tracking only insurance related.