Consumer complaint received 07/19/2017 about Mortgage (Conventional home mortgage) with Fay Servicing, LLC (CA).
Issue: Struggling to pay mortgage

Complaint: After months and months of negotiating, sending loads of documents, unanswered calls and emails, Our original Servicer, " XXXX XXXX XXXX '' transferred our loan to " Fay Servicing '' in XX/XX/XXXX,  With this being said, we had a completed packet awaiting short sale approval from " XXXX XXXX XXXX '' prior to being transferred to " Fay Servicing ''. Our first contact with " Fay Servicing '', and our representative was on XX/XX/XXXX. Explaining in detail our previous short sale status with XXXX, in turn our Representative asked for needed items she would send on a separate email ( Fay Servicing 3rd party authorization and Release Form ). Once " Fay Servicing '' approved the 3rd Party Authorization on XX/XX/XXXX, We were asked by our representative to send over a number of items pertaining to the purchase ( purchase agreement, addendums and buyers info ), all of the requested Short Sale documents were submitted to " Fay Servicing '' on XX/XX/XXXX. Beginning on XX/XX/XXXX we were continually told by our representative that the package is complete, being reviewed, and no additional information is needed. We continually asked if everything has been submitted correctly and we were assured by our representative, " Fay Servicing '' was reviewing file and no additional information was needed at this time. After following up routinely with our Representative ( once or twice a week ) we were told on XX/XX/XXXX that a few more documents were needed. On XX/XX/XXXX we sent all newly requested documents, and explanations of the items we could not send. We called our representative on XX/XX/XXXX to confirm that these additional documents were received, and this was confirmed that all requested documents were received and were being reviewed. We received a call from our representative later that afternoon on XX/XX/XXXX to ask for additional documents, our response was that we just spoke and had already sent these documents on XX/XX/XXXX.  We resent documents again immediately following our conversation. Within this same conversation we discussed for the FIRST TIME that the property had an auction date set for XX/XX/XXXX. They basically said not to worry, the auction date would be postponed while the file was being reviewed. On late Friday XX/XX/XXXX, we received a call from our representative, now being ask for more information, and letting us know she would not be in the office for the week of XX/XX/XXXX, and that we should speak with her Manager from this point on. After numerous attempts beginning Monday XX/XX/XXXX, We finally made contact with our representatives manager on XX/XX/XXXX, we requested a postponement of the Auction date, She asked us to resend documents which were previously sent, we did and she assured us that the Auction date would be postponed. Unfortunately the promise to postpone the Auction scheduled for XX/XX/XXXX did not happen. We were surprised that this happened due to the fact we had all requested items submitted for the short sale approval. It was almost as if one hand was not speaking to the other hand ... Or this was their intention all along, to wait the foreclosure timelines out and foreclose on the property??

Company response to consumer: Closed with explanation