Consumer complaint received 2024-05-15
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 (CA)

On or about XX/XX/XXXX, I was unable to set up a payment through on-line account to catch my mortgage payments up ; we had been on an informal payment plan since XX/XX/XXXX. At that time, my single-point of contact person, XXXX XXXX XXXX XXXX I do a formal repayment plan to help me regain my footing, having advised me of additional options for repayment not available through informal means, up to and including deferral of missed payments at the end of the loan. 

Through a very rigorous process, fraught with delays, I provided all documents requested of me in Fay 's request for documents including hardship letters, monthly household expenses, profit and loss statements for XXXX ( given the option of providing these in lieu of tax returns which are still being prepared ). On several occasions, I called my single-point-of contact person, XXXX XXXX, to obtain account updates or clarification of requests for supplemental information, without response to telephonic and email contacts. I was advised of having missing information, even though email transmissions were sent with all documents attached. I would then be asked to provide some different form of the same information already provided. I provided detailed profit and loss statements via XXXX that interfaces with my XXXX banking institutions, for business and personal use ; these were reportedly too confusing ; XXXX XXXX indicated the preference would have been for handwritten information which can not be verified, whereas XXXX provides detailed transactions that coincide with bank accounts. Each time I submitted the information requested, there would be yet another hoop to jump through. 

XXXX XXXX uncharacteristically began ignoring my calls and emails ; in fact he had a history of emailing me to discuss my account. Suddenly, this was no longer an option for communication. This seemed to be a means to prolong the process of establishing a repayment plan and become further delinquent. I called, left messages and/or emailed XXXX XXXX and XXXX at Fay on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( x XXXX ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( XXXX ), XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( I have emails and call log ). I have a SINGLE letter from Fay dated XX/XX/XXXX indicating they attempted to contact me by mail and at least XXXX attempts by phone. There were ZERO calls from Fay and no voice messages left by Fay and its agents. I resorted to speaking with XXXX customer service representatives when unable to reach XXXX XXXX, including " XXXX '' and a " XXXX '' or " XXXX. '' I understand very well this is my responsibility to be responsive and remain in communication with my mortgage servicer. 

A manager, XXXX XXXX sent a letter on XX/XX/XXXX advising my request for repayment plan was not approved. That same communication provided outdated resource information XXXX XXXX XXXX foXXXX XXXXrelated assistance. XXXX no longer assists XXXX  homeowners, yet this information still appears in written communications. XXXX XXXX provided her email address in the same letter. I emailed XXXX XXXX on XX/XX/XXXX to provide detailed account information, without response to date ( XXXX XXXX  XX/XX/XXXX ).