Consumer complaint received 2025-12-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Interest rate
Company: Fay Servicing, LLC
State: TN

Complaint narrative:
My mother passed away in XXXX and she had her home financed through Fay Servicing since XXXX. My mom always had issues with them and I've helped her several times. After her passing, I took over paying the mortgage and it had been coming out automatically every month since before she passed. In XX/XX/XXXX, they raised the amount of the payment from {$520.00} to {$720.00}. They have my phone number and email address and had no notice. The amount in that bank account is only enough to cover the payment each month so it overdraft. They didn't attempt to take it out again. I do not check that account regularly. I just deposit money in once a month for that payment so I did not catch it until the following month. I paid the {$700.00} at that time online because they did not start the auto payments back up even though it said online I couldn't change the auto draft. I called them and they said I am not on the account and they needed to talk to my mom. I had notified them she passed away a month or so after her death so I reminded them. They told me they can not speak to me and that I needed to send the death certificate, obituary, and anything from the courts to them. I sent these documents and 2 weeks later received a letter stating it was denied and I needed to send more information from a lawyer but I did not have any other information. My family didnt fight me over the house because I grew up there and they knew I wanted to take it. I went online to make a payment and it said I could not make a payment and needed to call. When I called she said I could make a payment and I offered the {$700.00} but she said that was not sufficient enough. I asked how much would be and she said she could not tell me because I am not on the account. So now the payment is 5 months behind. During that time, no statements in the mail, no phone calls, no emails! NOTHING! I finally got a letter from their attorney requesting {$4900.00} to catch the payments up. In that same letter it said that the original amount financed in XXXX was {$48000.00}. The interest rate is XXXX XXXX  and the current amount of debt as of XX/XX/XXXX is {$48000.00}. Meaning that since XXXX only {$59.00} has been paid on the principal!!! My mom did miss a few payments before but we got it straightened out a few times. In XXXX I put it on auto draft because she was starting to forget to make the payment. It has been auto ever since with no missed payments until now. The reason for it not reducing is because of " late charges, interest and other fees '' according to this letter. Fay Servicing is a scam! They took advantage of my mother for years. They have made it completely impossible to ever pay this house off! My mom worried about it all the time. She had to go on anxiety medication because of the stress. Now that I am over the home, it has caused me extreme mental anguish and stress because that house has been in my family for generations and my son is living there now. It needs repair because my mom refused to put money into it because she felt like she was only paying rent and she was correct according to this statement. I am planning to seek legal representation and sue Fay Servicing for the amount of stress they have put on my mother and myself and also for not calculating these figures correctly and making it impossible to pay this house off. I am reaching out for any assistance with this matter or advice.

Company response to consumer: Closed with explanation