Consumer complaint received 2022-01-25 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: IL

Complaint narrative:
: XXXX XXXX XXXX XXXX, IL XXXX Account : XXXX To Whom It May Concern : Hello, my name is XXXX XXXX also speaking on the behalf of my mother, XXXX XXXX for the Property of XXXX XXXX XXXX, XXXX, IL XXXX. 
Of the estate of XXXX XXXX, whom has been deceased since XXXX. 

I am writing this memo, to note everything that has done, happened, and ( not ) talked about from your company, everyone who will not speak to me, XXXX XXXX, nor XXXX XXXX about the property we both reside in since XXXX, and forward after XXXX XXXX passing, whom was ( is ) my grand-mother and XXXX XXXX XXXX XXXX 

I have tried on numerous occasions to contact and speak with someone from your company, Fay Serving, since XX/XX/XXXX, when XXXX XXXX, transferred the Loan to you on the XXXX of XX/XX/XXXX. I started calling on the fact of where to send the Mortgage Payment to, because the letter I received, says to send the payments to Fay Serving, XXXX XXXX XXXX XXXX, XXXX, IL XXXX that the new servicer Fay Serving, LLC Customer Service XXXX XXXX XXXX XXXX, TX XXXX ( see attached, Exhibit 1 ). For the XXXX and XXXX payment that was sent to the XXXX XXXX XXXX was paid through XXXXXXXX XXXX and was sent back to the bank, XXXX when I questioned why to find out that this P.O. XXXX is an invalid XXXX XXXX XXXX and it was sent back. Finally, in XX/XX/XXXX I finally got a hold of XXXX, XXXX Office, who I got to finally talk with me, even though he stated he was unauthorized to give me any information, nor speak to me on the behalf of the Property. I explained to him, that I have been trying to reach out, that every time I call, I get the automated, once it states, their menu has changed, I get disconnected. XXXX, apologized stating the automated recognizes the number calling from, automatically disconnects because they can not give me any information, or talk about this matter to me. Once I explained to him, how do I know anything, where I send the payment to, or what information you need from me, someone needs to talk to me to settle this matter and pay the mortgage. Finally, XXXX stated that I needed to write a letter of S.I.I death certificate, Deed, Relationship to the deceased and our birth certificates. On the XXXX of XXXX, I faxed over to XXXX to Customer Service Department. I sent over, from the XXXX XXXX Treasurer, ( Exhibit 2 ) the taxes to prove the taxes were under XXXX XXXX and XXXX XXXX name ( me ), the Petition of Probate of Will ( Exhibit 3 ), and the Executors Deed ( Exhibit 4 ). I waited for 2 weeks, like requested from XXXX for them to be scanned in the system. XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX - I called again, because Fay Serving called the house, of course once again, I get the recording, and disconnected. I called back, XXXX once again I get a representative, XXXX XXXX, who can not speak to me nor give me any information, just wanted to know if my fax, paperwork was received and what was going on. Of course, same run around again, can not tell me anything, my name is not on the mortgage or the promissory note. To my understanding, if I am understanding this correctly, The Promissory Note, should be and already changed, when the affidavit of Heirship is submitted to the Courts and Notarized, when probate takes place. In which, it has been filed, and submitted on XX/XX/XXXX ( Exhibit 4 ). 

XX/XX/XXXX finally, being overwhelmed and frustrated, XXXX, I finally got a hold of a XXXX XXXX XXXX another who would not give me any information, and told her I spoke to XXXX XXXX XXXX, waiting on a response, according to her, there was no paperwork in the system, yet. I wanted to speak with someone about a modification, she transferred me, I got disconnected. Called again, same thing can not speak to me. This is starting to get very frustrating and a headache. 

XX/XX/XXXX XXXX, got the recording to leave a message, left a message. No return call, kept calling, same thing repeatedly, can not give me any information. Finally, fed-up with this, I finally on XX/XX/XXXX, called left a message, on the XXXX of XXXX, a woman called ( refused name or every time I asked, did not give it ), I explained to her, being frustrated, asked her if I was being recorded, this time I wanted it all on record. I told her I spoke to XXXX in XXXX, XXXX told her I faxed over the paperwork requested by him, she told me there was no paperwork in the system, besides the death certificate, she could not give me any information. I explained to her what I faxed over, wanted to know where the paperwork was. She just kept repeating herself, then told me she did not know why XXXX would of told me this information because all they need was the Court Recording from Probate, no S.I.I, Deed, etc, Then I asked when was someone going to let me know what paperwork you needed and where was the S.I.I form that I requested from XXXX XXXX, she stated, would be sent out, this ladys responses was, Fay Servicing does not send out any paperwork. Here is my question How do I know what they need, what they have, or XXXX XXXX sent them, where to send payment, if nobody will talk to me, these are simple questions, or send me anything in the mail on this matter, if no paperwork goes out? 

On the XXXX of XXXX, I faxed over a XXXX time, the taxes and the Final Report of Independent Representative, with case number attached. She told me it would take 2 weeks again on the XXXX of XXXX, XXXX called, got recording, disconnected, menu has changed. Called again XXXX left a message. No response, they call the house number, I get disconnected, like always. Finally, on the XXXX of XXXX, XXXX I receive a RE : Successor in Interest Status Additional Information Requested ( Exhibit 5 ) Question Why have I not received this early, I have been contacting Fay Serving, since XXXX? I could have sworn, that I was told, your company does not send paperwork out. that I have tried to speak with and spoken to. 

Another address attached Fay Serving, LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, IL XXXX. Enclosed on the left-hand side of this paperwork, 3 different addresses, second on XXXX XXXX XXXX says send payment to, when I did it was returned was told it goes to the XXXX, TX office XXXX Exhibit 6 ). 

Then another address from the letter I received XX/XX/XXXX to submit documents to Fay Servicing , LLC XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX, IL Now if this is where the documents I have been trying to submit since XXXX why has not someone stated something I am just finding out about this 4 months later. Is this the reason why everything is so screwed up from your Company, Fay Serving. Does anyone who works at any of these departments, company address, since there are 6 of them, know what is going on, what they are doing or are they just collecting a paycheck, giving property owners the run around. 

To add to this, another letter sent out from Fay Serving, from XXXX XXXX XXXX, XXXX, TN, XXXX on 404 Notice Notice of Sale of Ownership or Mortgage Loan, ( Exhibit 7 ), stating my server as of XX/XX/XXXX is Fay Servicing , LLC in which I thought they already had this as of XX/XX/XXXX per XXXX, XXXX. Also, the Date of Loan is incorrect because we have lived here and purchased the home, on XX/XX/XXXX. 

I want to speak to someone, if you preferred not to speak with my you can call my Attorney XXXX XXXX, who represented the Estate for Probate on the behalf of XXXX XXXX, my mother ( her daughter ), XXXX XXXX, and ( myself ) XXXX XXXX. XXXX XXXX number is XXXX. 


Have a nice day XXXX XXXX XXXX Faxed to XXXX XXXX XXXX XX/XX/XXXX XXXX SII Fay Servicing XXXX XXXX XXXX XX/XX/XXXX XXXX Fay XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, DE, XXXX sent XX/XX/XXXX Mailed

Company response to consumer: Closed with explanation