Consumer complaint received 2020-01-21
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC (CA)

On XX/XX/XXXX I got the new tax bill for the property calculated after the purchase. I called my mortgage servicer Fay Servicing to make sure they will pay all taxes due as they had at the time over {>= $1,000,000} in escrow account just for that purpose ( tax and insurance amounts impounded per mortgage agreement. They assured me I have nothing to worry about. 
XX/XX/XXXX : I called again customer service and I got the same answer, that they don't show the taxes due on their system but nothing to worry about, I asked their email address and at XXXX that same day I emailed all the copies I had from the county to the email customer service provided. Immediately I got a confirmation back that the email was received from Fay servicing. 
XX/XX/XXXX : I called again customer service and got the same generic answer so I went ahead and sent another email requesting assurance that my property taxes will be paid on time, Between XX/XX/XXXX to XX/XX/XXXX : I called I believe at the least 10-12 times ( I have most times logged in ) but got the same generic answer that I can relax as all obligation that are being escrowed are to be paid on time and I have nothing to worry about. 
XX/XX/XXXX : Got a phone call back finally ( for the first time ) from XXXX XXXX and she assured me that I have nothing to worry about and the taxes will be paid " probably today '', she further assured that she will follow up with a phone call after the new year to confirm. 
I never received a phone call from her, and after verifying with the county that penalty was applied and the payment was never received I called back many times and finally XXXX answered my call and assured me that I have nothing to worry about as the mistake was done on their side and they will be fully responsible for any penalties. I confirmed in coming days time and time again why aren't they paying the bill and that in no way they should use my funds in escrow for the penalty amount. she confirmed also time and time again that that is the case. they will pay out any and all penalties from their own found and will not touch my money in trust with them for that reason. Since they will never email me back I wrote an email on XX/XX/XXXX following a conversation I had with XXXX that they will not use my money trusted with them for the penalties due. needless to say I did not get any response back. 
Today after 8 phone calls and five voicemails XXXX called me back and assured me that payment for taxes were sent and that they did not use my money in trust with them. she also added that this is the 10th time at least that she is assuring me that. 
As you can see per statement attached she emailed me after begging her to do so they ended up using my funds to pay the penalties amount of {$5300.00}. 
This company is absolutely the worst and most unprofessional company I had to deal with in years. I demand immediately the amount of {$5300.00} to be returned to my escrow amount and full investigation in how they handle clients money there. 
In may occasions when I asked to speak with my account manager she responded that an account manager will be assigned to me only if I am in default ... Is that normal?? 
I wasted a lot of my time and health on this issue and I will appreciate you looking into this matter immediately. 
Note that all phone conversations are recorded on their side and I can provide a full log of my phone calls to request. 
Thank you.