Consumer complaint received 2020-11-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: VA

Complaint narrative:
I submitted a claim in late summer trying to get answers on my account and they have not addressed the issue. They response to my claim did not answer my concern. They picked one thing I mentioned to address, I have called in numerous times trying to get answers and no one can ans me so I will try to make my question a bit more simple. 

I completed a mortgage trial period for 6 months ( XX/XX/2020 ) in which i was on time an became eligible to have the numbers finalized and my loan will be brought current with the new loan modification process. I returned all documents on time, ( this was during the beginning of Covid 19 so things were being processed a bit slower. XXXX at the time was my account manager and he said pay the amount that is in your new loan mod paperwork by calling in and make the payments he said once it is processed you can do it online. I did that for XXXX and XXXX, called in. In XXXX when it was time to make my payment instead of calling first I decided to check online to see and it was processed so I begin to make the payment, and when I went there it said that I owed for XXXX and XXXX and I had made XXXX 's payment. I called in to ask how is it that the first payment I am making online of my new modification says that I am behind a month when it just began and I have made all the payments according to the terms and conditions agreed upon. I have been making my payments each month on time and there is still a rolling balance of one months mortgage payment. NO ONE can explain to me how do you begin your new loan modification in the whole when I paid all payments on time. I initially mention escrows but that is not the real issue, The real issue is I have been told why i owe this money, additional mortgage payment. 

The lady helping me on one of my many calls to get answers said that once your modification is approved. They take all the money you paid during your trial and back it out and then add it back on with the new payment and it balances out but she could tell me why this wasn't happening in this instance. Now let me note this, in XXXX I made my payment and something unexpected came through and caused it to return, however i caught it before Fay Servicing received the return notice, I called in and reprocessed a successful payment and it still wasn't late so I did make my XXXX payment. People have half read my profile notes and tried to say that is where the extra payment has come from. I have paid on time since the loan modification trial agreement and finalization of terms. I cant seem to keep an account manger like now I have no clue who it is and when people call its to collect that extra payment I do now owe. 

I have attached the previous complaint and all supporting documentation to this. I have so many problems with this bank and I feel that predatory lending is in effect and there are always tactics to cause home owners to loose their homes particularly minority families.

Company response to consumer: Closed with explanation