Consumer complaint received 2025-11-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Fay Servicing, LLC
State: NC

Complaint narrative:
In XX/XX/XXXX, I was involved in a XXXX  XXXX situation and my husband was court. Ordered to leave our home for the next 12 months. He was the one who would normally pay for the mortgage payment and I handled all the other bills. However, when he was ordered to leave, he has refused to provide any payments towards keeping a roof over our head. When he received his Social Security check for the month of XXXX I took it and moved it over entitled it mortgage payment. He went into the joint account and he paid his sister {$650.00} for what ever reason and did whatever else he wanted to do with the rest. In XXXX payment came, I requested half XXXX and he came back and stated that I stole his money and that I had committed fraud. So at this point, I knew that he was not going to help in anyway so I reached out to the mortgage company to inquire about lost mitigation, lower payment or a forbearance. on XX/XX/XXXX, I received an acknowledgment of complete loss mitigation application and stated that I will hear something within the next 14 dates. On XX/XX/XXXX, I received a letter from the mortgage company stating that after a careful review of the information that was provided to them unfortunately, you are not eligible for an alternative to foreclosure even though you have a hardship I dont qualify for any loss mitigation options. They are stating that I am {$8600.00} past due and in order to get reinstated this amount needs to be paid. I contacted my point of contact Person, which was XXXX XXXX to find out why I was not granted a forbearance, a loss, mitigation or a reduction in payments because in this letter, it does not state any reasons to why it was not approved. She basically stated that I have reached my limit of lost mitigation, which is two didnt know that there was a limit, never told me that there was a limit when I asked for an application explaining my situation and because I have a loss of income I did not qualify for not one program. I find that very hard to believe so here I am making a complaint because something is not right. I will be attaching the denial letter, the acknowledgment letter, statements for the last couple of months, where there is a variation of what my mortgage payment is. One statement says that my payment is XXXX and then the next statements says that my monthly payment is XXXX. Im trying to figure out where they have gotten these numbers from because effective XX/XX/XXXX. I have a court ordered from bankruptcy stating that my new payment is XXXX where they got XXXX from and then jumped up to XXXX without my knowledge is unacceptable. I will also be attaching the court ordered from bankruptcy that I have received. 
Also, my daughter who has always been who has always lived with us was expecting her XXXX  XXXX  however she had to stop working in XXXX due to complications with her XXXX and she was high risk. And so that with her not working kind of through a wrench and our plans as well because she wouldve been able to help out. On XX/XX/XXXX she gave birth to a XXXX XXXX and as sad as my heart to say that she only lived for XXXX hours and XXXX minutes. So we are dealing with a devastation of a loss along with everything else that has happened to us from XXXX to this present time. But none of this matters. She is not scheduled to return back to work until the first of the year. And not only just that we got air-conditioning units that have been out since the month of XXXX. Just got one unit fixed two months ago, can not afford to get the other one fixed, but that payment is a lot. Now Im dealing with a whole sewer backup issue thats costing us two grand to get fixed and I just feel like my back is up against the wall and no one really cares. Im doing my best to remain positive and keep my head up.

Company response to consumer: Closed with explanation