Consumer complaint received 2019-07-10
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC (VA)

My loan was sold form XXXX XXXX to Fay Servicing in XX/XX/XXXX. I began trying to work with them right away. My loan was behind when they purchased it. My dad is elderly and although the loan is in his name both our names are on the deed. We provided a notarized letter stating that he wanted me to be the person to handle this account it took from XXXX to XXXX XXXX time from to get added to the account to discuss anything. My father even called in with his tax lady to request some information for a tax audit. She initially asked me to get the information but because I couldn't even get added to the account until 6-9 months later I wasnt able to do it. Even after they said they would send out the data it was months before they actually sent it. We had to make threats in order to get any action.. Fast forward I finally am accepted into the loss mitigation program and they come back in XXXX with an offer. We felt it was to steep. but our account representative said we could appeal. It was also stated on the document that outlines the offer.. I sent in an appeal notice, they said it takes 30 days to receive an answer. I finally got a response to the appeal and they said the terms would be the same. In the letter it said I have 14 calendar days from the date on the letter to let them know how I wish to proceed, meaning if I would take the original offer. In addition to that the representative told me that after the appeal I could take the original offer. While I sent in my response to them with in the 14 day period they sent me a letter to say I defaulted on my loan agreement. I said I was appealing the matter and no one said that while appealing you must make the payments on the arrangement offered until otherwise notified. They sent this latter to my bankruptcy attorney and me saying I defaulted.on it. I did not default I appealed it and during the appeal process in any situation things stop until a decision is rendered. If that was an requirement that should have been explained. However even in all this time when I received correspondence stating that I was in the loss mitigation program their lawyers kept telling my attorney that they new nothing of it. and they were petitioning to have the automatic stay lifted.. In addition to that it wasn't a modification the payment went up from XXXX a month to XXXX a month. My dad is retired and his income does not support that. They said it stood. I have had about 10 account reps. They ask for something I send it over and then I wait then follow up only to find out that person isn't my representative. They also said they are not tied to XXXX XXXX but I feel they are they use the same attorney and a few other things that I felt indicated a tie to XXXX XXXX. The lack of communication, information, and accessibility are all designed to keep us from keeping our home. They made me feel they were trying to aid me in keeping my home but they haven't. I spoke to a manager yesterday and he assured he would find out my options and call me back and he hasn't. This is the customer support given here.