Consumer complaint received 2024-04-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Fay Servicing, LLC
State: MD

Complaint narrative:
I apply for a borrower 's assistance due to not making my payment because of XXXX. So, I applied back on XX/XX/2024, and spoke with one of the representatives because Fay Servicing Company have me block in reference to getting into my account. 

So, the lady was able to tell me how to get in another way because the reason why they have me block because my mortgage is in foreclosure as they said. I called back on XX/XX/2024, and spoke XXXX XXXX who supposed to be by senior contact person on my loan. 

The reason for the call is because I received a letter in the mail, indicating that I did not sign my application or did not enclose a copy of my home insurance. So, XXXX XXXX XXXX ensures me that everything was signed, and I did not need to submit any documentation because the underwriter is still processed my paperwork and I have 30 days... 

So, I called today XX/XX/2024 because someone called by did not leave a message and plus, I wanted an update on my application. This is when he begins to tell me that a decision was, and a letter was sent out on XX/XX/2024. I never receive anything in the mail as they indicated. They have a portal that all information in reference to Loss Mitigation or any type of documentation that is required goes thru this third party. 

I did not receive an email indicating that a decision was made, like when I submitted, or they go into it for any reason. The underwriter did not enclose any reason why the application was denied ( XXXX XXXX ). I'm trying my best to understand my I did not get an email in reference to the denied application, or something sent to the portal indicating that a decision was made. 

On the letter that was sent to me due to me requesting it today, it just states that you are not eligible for an alternative to foreclosure. It states that I do not qualify for any loss mitigations options. ( and I want to know the reasons why ). 
When I spoke with XXXX XXXX, he tries to explain that it was because of my net gross, in which it didn't make any sense. I make {$84000.00} a year and my mortgage are only {$160000.00} give or take. 

The underwriter did not request for any documentation stating any proof of income or any documentation for what is worth. So, how was she able to make a solid decision in reference to my situation without looking at everything that are offer. 

Secondly, when I try to address the issue with his manager. He told me to resubmit again, this time enclosed paystub in which I did. He wanted me to use a third-party portal that they have attached to their website. 

But I kept telling him that they have me block and I can't get access to it to submit any documentation or review anything in reference to my application. This is a problem, because I have to called or wait until I get something in the mail or an email. With this company did not the best or friendly person with trying to get information from them. 

I'm currently block from Fay Servicing website including this third-party vendor that is attached to this website. So, how do I review what's in front of me or request for anything without calling. The purpose of the website, so that you don't have to call, but this company will block and then when you pick up the phone that don't want to help you at all. 

He kept telling me that he can't help me because it's a third-party vendor and that they don't have access to it or can reset it. This company does not want to help me at all, every time I called for assistance I get denied, this time drawn the line .... I believe they just want my house and that's it... 

I'm seeking for some answer and some type of solution how to navigate with this company and this situation at hand...

Company response to consumer: Closed with explanation