Consumer complaint received 2024-11-13 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: Fay Servicing, LLC
State: GA

Complaint narrative:
My father passed away in 2016 and with the help of my attorney the will was probated. I then sent all the documents needed to Fay Servicing to allow me to talk to them regarding the account. That process has been honored until today. I am now being told after months/years of talking to them regarding this account that they do not show I am authorized to speak with them on this account. 
In XXXX of this year they pulled the payment out on the XXXX as scheduled of {$930.00}. 
In the next few weeks I started getting letters from them that the account was still due from XXXX. I started calling them to find out what the problem was. I had gotten a statement from them for the XXXX payment that showed my XXXX payment was made. They told me they had to research it and would take a few days. It took over 2 months and many phone calls from me to finally be told I had to deal with the XXXX XXXX department to get it taken care of. I spoke wit h XXXX XXXX at XXXX and he assured me after several more weeks that my account was finally showing up to date and the payment had been applied to the account. I was told by Fay Servicing initially when I started the process back in XXXX of this year to hold off on the payment till they could get it resolved. They never did so when I spoke with the home equity division and XXXX XXXX he told me it was ok to go ahead and make the payment for XXXX, so I did. This occurred in XXXX. I was taken off auto pay by XXXX XXXX. I never authorized them to set it back up and then on XXXX they pulled the XXXX payment out on XXXX XXXX on a date I never authorized. I had never set the auto pay back up. I get a statement from them dated XXXX showing I am due for XXXX payment but It shows a late charge I should not have to pay. I then tried to call them and the automated system still states am due for XXXX vs the actual statement showing I am due for XXXX. I am at a loss as to how I can get this fixed. I am going to continue to get late charges and they are now asking for me to send over documents to show I have authorization to speak with them, but they have had that authorization for over 4 years and have spoken to me on multiple occasions. I spoke with XXXX XXXX today and she told me she could not talk to me since I did not have authorization. She states she could not go back in the account to see they had and have had those documents. 
I have been so many promises on this account that they were going to get it fixed, but it still is not and I am at a loss now as to how to get this account straightened out. My concern is that they are now doing unauthorized auto pay on this account without my approval and they just picked a day that I did not authorize to take the payment. 
This has taken me at least XXXX hours of my time and MULTIPLE calls from my self and they just are not doing anything to get this resolved. 
I do not know at this time to get this resolved. I have asked to speak with a XXXX and was told he was not in but would call me the next day. I never heard from anyone. I have done everything in my power to get this loan back on track and they have not helped in any way. 
I really need someone to hold them accountable for the unlawful auto draft on may account on XXXX. I am hoping I can get support and force Fay Servicing to make my account right. They never called me with any updates, I always had to call them. I am not sure where I go from here but I really need some HELP with Fay Servicing.

Company response to consumer: Closed with explanation