Consumer complaint received 2024-01-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Fay Servicing, LLC
State: OR

Complaint narrative:
I applied to XXXX XXXX for Forbearance on XX/XX/XXXXXXXX XXXX XXXX I called to verify that all documents had been received & that they had everything to start the review of my application. I called XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX   to ask status of my application if it had been received in full & if it had been reviewed or turned over to underwriting yet. I was told multiple times that all documents needed had were received to XXXX XXXX & it had not gone into review yet. My loan was sold & then transferred to Fay Servicing LLC. I was told all loan documents & forbearance application was sent to Fay Servicing LLC on XXXX XXXX XXXXXX/XX/XXXX & reassured that Fay Serviving LLC would pick up where XXXX XXXX left off. I was assured all documents & application was sent on XXXX XXXX XXXX  as it is federal law to do this. I called Fay Servicing LLC on the XX/XX/XXXX & again on XXXX XXXX  & they told me I wasnt in their system yet & it would take XXXX weeks. They knew I had an auction date for my house on XXXX & said that I could call back in XXXX  weeks to ask questions about my Forbearance application. I waited & heard or received nothing from Fay Servicing LLC. not even a welcome packet. I kept calling & got through to a person that told me I was assigned a single point of contact for my morgage & forbearance application. I called several times to get ahold of this contact XXXX XXXX. Left a few voice messages & finally when he called me I asked about my application & he said he knew nothing about a forbearance application & didnt see it in his note & would send a email to XXXX XXXX on or around XXXX or XXXX  asking for this application. I asked for XXXX  ( my point of contactv ) to call or email me with an update when the application was received at Fay Servicing. XXXX  told me I would have to keep calling back to check in to find out if Fay Serving LLC received it. He said he couldnt email me or call me to let me know. I continued to call that week & after the week-end & was unable to connect with XXXX XXXX  . I did get through to another customer service person at Fay Servicing, who told me they received my application, it was in review & a suspension was placed on my foreclosure date. I asked the gal to have my point of contact call me. She said she would email my request to XXXX XXXX to call me back. I also requested a information packet to be sent to me from Fay Servicing. Nothing had been sent to me XXXX weeks after my loan was transferred. Time has been ticking away & now its the week after XXXX. XXXX I finally spoke with my point of contact XXXX & he said he received my application & said everything was complete & it was in review. I asked how long it would be in review & he said he would want sure but they had XXXX  days to review it. I reminded him my home is going to auction on XXXX XXXX Even knowing my foreclosure date is drawing near there was no urgency or care given to my application. I kept calling weekly to get updates & was just told my application was still in review. On XXXX XXXXXX/XX/XXXX after calling Fay Servicing a few times & holding for XXXX  to XXXX  minutes I finally got through to XXXX XXXX XXXX & he said my application was still in review & I would just have to be patient. I asked to speak with a manager & he said there wasnt any managers available. I requested to have a manager call me & several days had past elite no call back to date! I also called & left a message to have a manager call me with no return phone call. No manager has called me. I called Fay Servicing again on XXXX XXXX & got through to a customer service person XXXX. Asked about my application & he told me they were missing XXXX signature on XXXX of the pages & I needed to submit that for the application to be complete. I was dismayed as I had spoke with several customer service people including my point of contact XXXX  & not XXXX of them informed me lot of the important crucial time sensitive information. Ive been assured my application was in review. I asked XXXX the customer service rep. to email me the page that needed my signature. He said he could fax it but I dont have a fax machine. I asked to have it emailed & he said it would come encrypted & I would have to ask for a code to open it. I tried to open it unsuccessfully. I finally got help a couple days later & was able to look at the document but was unable to print it. I had to go get help to print it out & sign it & scan it back which I did. Now its XX/XX/XXXX, I called & left a message for XXXX. The following week I called again & was told they received my signature & XXXX called me back & told me he didnt see in the notes of my account that my signature was needed & my reply is what??! & assured me my application was really in review now & it would take another XXXX  days. I have continued to call & check in with Fay Servicing daily & have been told my application is still in review & would have to wait the remainder of the XXXX  day period for an answer. Now this week, I call the day after XXXX  holiday XXXX, talk to XXXX XXXX & he told me my application is still in review. I asked again to speak with a manager & he said the managers dont have a voice but he could email them a request to call me. I waited all day & next day & still no call back. So I called again on XXXX & spoke with a customer service rep. named XXXX , he inforned me it was too late to review my application as it was too close to my foreclose date. He said it was in the notes of my account & I they were in able to review my Forbearance application. I was shocked, dismayed & so confus d how this could happen after so much time had padssed & not one person gave me this info. Every customer service person I had spoken with at Fay Servicing had assured me my application was complete & in review. I feel like a fool as I believed all I needed to do was keep calling back to check the status. Extremely frustrated & spent from all the hours Ive put into this process, as my single point of contact didnt bother to let me know this info over the weeks Ive been waiting. The same day I received this devastating info, I had spoken point of contact XXXX earlier in the day confirming my application was in review. I find out the worse news possible not from XXXX but a random person I got through to. My experience with Fay Servicing has been the worst service I ever experienced in my life! Super disorganized, lackadaisical, slow as molasses & with many incorrect details & negligence. After receiving this info, I sent an email to Fay Servicing customer serving department requesting resolution. I gave detailed info explaining all the mayhem, conflicting info, dates, peoples name I spoke with & the lack of accurate info given. Fay Servicing has made it impossible for me to give them everything needed for my application to be compliant & completed in the time line for them to review & approve my application. The email, the calls, conversations, filling out applications & my sleepless nights are hundreds of hours I will never get back. All for nothing! Application was received XXXX  & transfered & now just finding out month & XXXX weeks later, they hadnt received all the info for a complete application & now its too late. Wow! Unbelievable! This isnt an error on my part as I was kept in the dark, uninformed & fed a bunch of inaccurate info from several employees there. Ive submitted a request to reconsider my application, as it was their mess up & was just informed at theXXXX hour. Ive been lied to & jerked around for almost XXXX months now. As it stands, I have requested XXXX XXXX manager XXXX XXXX & XXXX manager XXXX XXXX call me. No return call again. called again XXXX  to confirm my email was received & if my message was received to the managers. After calling a several leaving messages I called & spoke a customer service rep XXXX. I asked to speak with either XXXX or XXXX ( the managers ) XXXX informed me he didnt know if my email was received & both managers were out sick & unavailable to speak with. When I asked when can I expect a return call he told me he didnt know when they would return to the office. XXXX told me to try to call back the following week, which is such bs! They are stalling & letting another week pass bringing me up to the wire of my home being sold in auction. When I asked to speak with a different manager in the office another manager he told me I needed to wait speak with XXXX or XXXX to call me whenever they returned to the office again. XXXX assured me I would get a call at some point but couldnt tell me approximately when. Im now XXXX wks away from losing my house & next week XXXX  weeks away! No one at Fay Servicing cares or places an urgency on getting back to me or giving me thorough correct info. Really dont know what else I can do at this point. Its all in Fay Servicing hands. This is so disgusting, unfair, deceitful, & calculated on their part! Ive had my morgage since XXXX  & have XXXX  in equity in my home. Now its looking like I will lose all that & Fay Servicing will get a nice pay off if my home is auctioned off. Honestly they have shown no willingness & only q lack of effort to work with me & provide the crucial info I need. At this point, I can at least inform & give other people the awareness to this negligent joke off a business. My hope is that this will help other victims in similar situations. Fay Serviving should be shut down! FYI- there was a lawsuit filed & won for the same reasons back in XXXX.

Company response to consumer: Closed with explanation