Consumer complaint received 2022-01-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: UT

Complaint narrative:
My loan was in last payment with XXXX XXXX on a trial 3 month modification program. ( Actually paid all three months ). Supposedly complete and all good. Loan was transferred to Fay immediately after last payment to XXXX  XXXX. Fay then called and wanted all last due payments for over XXXX. I explained situation with XXXX XXXX and it should have transferred. They made me continue payments until they could dig through all information. Made me resubmit loan modification which I did and continued to make payments. Made all payments on time, and signed and had notarized all required documents on time for Fays modification loan mode sent in and supposedly to be complete on XX/XX/XXXX. I called To make my normal monthly payment they state there is late fee on account that they cant explain but they say i owe them an additional {$180.00}. Had spoken to an account manger who even requested to have them removed in XXXX, but still havent been. In addition to all this all kinds of fees and charges still are showing on monthly statement Including Late fee that supposedly carried over from XXXX XXXX plus another XXXX tacked on that again no one can tell me why. I called last week and half every day and was on hold for over 30 minutes, when I reached a customer service rep they say they cant service my account as it is still in loss mitigation. They claim my account Manager ( XXXX- who i have yet to speak to ever because she always on phone ) so they will transfer me to XXXX 's department.Another 35-45 minute wait and phone hangs up. I have requested a copy of my complete notification supposedly complete on XXXX and I can not get it nor can I get my account square. Looking for a response from loss notification with a call to explain all issues and get a copy of my loss mitigation completed package so I can get a new refinance complete. 

XXXX Finally called me back onXXXX @ XXXX XXXX  call showed up as potential spam. My modification was complete on XXXX per their customer service team and XXXX ( I have phone records stating this from both ). See additional issues below : I have requested the loan modification paperwork through email and phone conversations, and per your answer today @ XXXX " it has not been countersigned and you don't have a date this will be done. I will have a response in 30 days ( I know you sent me back the modification counter offer signed- I just need to find it which I believe I may know where this is ) When found, you guys are again lying to me regarding its countersignature. You stated " I can not send me my package as requested as again this has not be countersigned '' 2nd issue, I requested why these late fees showed up ( Stated in above email ), your response was " we have no idea why XXXX XXXX sent over late fees but I am responsible ''. These late fees I see are attached to this email from XXXX XXXX They stated to me that these shouldn't have been late fees, they did not transfer the total amount of loan owed so that is why there were additional fees sent to you all, but again, I did not ask XXXX XXXX to sell my loan to you, that is between you and them and it should not fall on consumer ina transfer situation. 

I have been requesting for you or your department to call me back for over 3 weeks, with no response until today. You put me on hold, and stated @ XXXXXXXX XXXX " I have to wait for 30 more days for a response from my complaint from XXXX XXXX XXXX  and you can no longer help me on getting requested documents ''. 
So to recap, you will not send me requested documents for at least 30 more days or until a response is filed with XXXX  regarding my complaint. and you can not help me anymore. And hung up. 

I have CC also XXXX XXXX ( XXXX of Fay serving ) regarding this information to see if he can help any further. All I was requesting was to get my loan squared away the way it is supposed to be and final paperwork on my modification and you have denied both. I'm just trying to refinance the house and get everything in order, but your delay continues to cost me over {$700.00} a month in savings.

Company response to consumer: Closed with explanation