Consumer complaint received 2022-12-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: CA

Complaint narrative:
On XX/XX/XXXX of this year ( 2022 ), I notified Fay Servicing, a mortgage servicer, that I was in the process of purchasing a new home insurance policy for my loan being serviced by them. I provided them with the requested proof of new insurance as requested and informed them that the insurance company was requiring me to pay them directly as opposed to via the escrow account that Fay was managing. I informed them that I would be making two insurance payments ( actually my personal payments were in the form of payments to XXXX XXXX, which is a loan company that had paid my insurer off for the one year policy and was requiring me according to the payment policy to be making monthly payments to them ) and the second were to the Fay Servicing escrow account. This would take place, again while they would be updating my insurance information with the new policy ( one to the company and the other to Fay into the escrow account ). I continued to do this, all while telling Fay via emails and calls of this process and updating my agent. Well, in XXXX, during another phone call to XXXX XXXX, an agent for Fay Servicing, I was informed that, despite my having paid for insurance for the property, Fay had went ahead and purchased their own Lender Servicer-placed insurance for the property. I informed them of the error, and again resent the policy to them, as well as requesting my insurance agent, XXXX XXXX, to do the same. Well, in XXXX of this year, after 5 months of double payments for insurance, Fay Servicing finally sent me notice that they had canceled their lender-placed insurance and were accepting my insurance. They informed me that {$2200.00} of insurance payments would be credited to my escrow account for the amount of insurance-payment overage paid. At this time, a new representative from Fay named XXXX XXXX had begun responding to my inquiries as to when Fay would coordinate with my insurer. As of now, I have yet to have this issue resolved by Fay. Two months ago, XXXX stated on two separate occasions he requested an escrow analysis to be made, where they would be resolving this issue. Two days ago, on an hour long call I made to Fay, a rep named XXXX said he made another escrow analysis request. However, this is not the first time I have recieved poor customer service over the phone by them. XXXX repeatedly was talking over me, as I was trying to explain to him the details of the case and of my continued frustration for Fay 's mismanagement of the situation. Because they have failed to pay off XXXX for the insurance, I am now receiving past-due late charge fees from XXXX. I explained this to the reps at Fay Servicing, as has my insurance agent on five ( 5 ) calls they have made to Fay as well. It is an understatement to have to express in this letter how frustrated and stressful this process has become for me due to Fay Servicing 's continued mis-management of this situation. I thank you at CFPB for your assistance in helping to resolve this problem of Fay Servicing 's continued failure to act to service my account with them. Their continued empty promises to act to resolve the many problems they themselves have been creating for me in their responsibility to adequately service the insurance payments for my mortgage loan account with them has created losses of my time and money, as well as undue stress to me and my wife as well, as we deservedly await them to do the job they are supposed to do on my account.

Company response to consumer: Closed with explanation