Consumer complaint received 2025-01-29 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Fay Servicing, LLC
State: TX

Complaint narrative:
XX/XX/XXXX - I notice on the portal that my new payment amount would be {$13000.00}, up from {$9500.00}. I repeatedly reached out as to why. On XXXX I received a reply ( XXXX ) with a statement attached ( XXXX ) showing that the principal portion of my payment was to be increased by more than {$3000.00} each month. 
XXXX I asked for more help ( XXXX ) and on XXXX I received a response that my payment amount had changed because my interest amount and principal amount had changed. ( XXXX ) XXXX I asked for more help ( XXXX ). There was never a response to this email. 
XXXX {$13000.00} was drafted from my account. ( XXXX ) XXXX A statement was posted to the account showing that {$13000.00} would be due again in XXXX. 

I receive a rate adjustment notice dated XXXX that my XXXX payment should have been {$9900.00}, up from {$9500.00}. I thought the overpayment in XXXX would be credited to my XXXX payment and all would be back on track. {$13000.00} draft - {$9900.00} correct amount = {$3200.00} credit on account. 
That would make the XXXX payment {$9900.00} correct amount- {$3200.00} credit = {$6700.00}. 
The account was recalculated by XXXX personnel and no payment was drafted on XXXX which was unexpected. This is where it gets really bizarre! 
The statement posted XXXX shows a withdrawal of {$12000.00} of principal, increasing the outstanding loan balance from {$640000.00} on the XXXX statement to {$650000.00} on the XXXX statement. It shows a payment due in XXXX of {$2300.00}. The portal showed a payment would be drafted on XXXX in the amount of {$4900.00} ( XXXX ) and it was ( XXXX ) but the portal shows the loan balance as {$640000.00}. 

XXXX I submitted a letter to XXXX ( XXXX ) outlining my belief of what happened and attaching documentation of the portal stating a payment would be drafted in XXXX of {$13000.00} ( XXXX ) and a statement stating that {$3200.00} would be drafted ( XXXX ). I made certain the larger amount was in the account to cover whatever amount was drafted by the autodraft service. No payment was drafted. 

XXXX I receive an email stating that the reconciliation is complete. ( XXXX ) A Fay Servicing employee called me that day to say that I owe {$30000.00} thru XX/XX/XXXX and that {$10000.00} would be due in XX/XX/XXXX and that she could take the payment in full over the phone. I requested account detail because that does not tie to my calculations. It never arrived. This is the first time Fay Servicing ever told me that I could make a payment. The account had always been under review. 

XXXX I called XXXX to request account detail again ( XXXX ) and requested to pay the amount I show as due on the account of {$22000.00} in good faith. ( XXXX ) I was instructed that the account is under review and I would be contacted with a payment amount when the reconciliation is complete. I was locked out of the portal. 

XXXX I received an acceleration letter in the mail having been dated XXXX. 

XXXX Fay Servicing gave me a name of the owner of the note. XXXX XXXX. I asked for more detail and the representative said start googling. The representative informed me that the last payment XXXX submitted was XXXX. When I rebuked that fact, I was told that the partial payment drafted by their system on XX/XX/XXXX ( XXXX ) was not a full payment so it did not count as a payment. But that is the amount your system drafted ; the amount XXXX deemed due. I was told that the amount of the draft should have been {$13000.00} and I am responsible that the draft was short. I was also told that the autodraft was paused due to the payment dispute, so that I was responsible for submitting every payment. When I disputed that fact siting that the draft in XXXX to the contrary and the clips of the portal showing autodraft as active ( XXXX and XXXX ), I was informed that no one at XXXX has reviewed the documentation that I submitted no one would ever see it they only look at what their system shows and on that their decisions are based. The information I submitted was summarized by an employee to read payment dispute and nothing elseno documentation was ever reviewed except what is written in their system and I was AGAIN not allowed to speak to a supervisor.

Company response to consumer: Closed with explanation