Consumer complaint received 2018-05-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: TN

Complaint narrative:
Fay Servicing currently services my loan from XXXX XXXX. In regards to my Hardship package I submitted to Fay Servicing on XX/XX/XXXX. There has minimal contact to me from Fay Servicing ; most communication is due to my initiating the calls. 
My problems with Fay Servicing stated in XX/XX/XXXX. Upon speaking to my account manager XXXX XXXX XXXX, he informed me my XX/XX/XXXX payment had been returned as NSF by XXXX XXXX XXXX. My payment had been returned, however, I called XXXX XXXX before Fay Servicing received the notice of the NSF and asked that he process the check again the check was processed and cleared on XX/XX/XXXX. I sent official bank documents including my entire banking statement, only to be told XX/XX/XXXX payment did not clear. I expressed to XXXX XXXX that I was worried about the status of my account, I was told dont worry, you are fine, Im going to talk to my manager about getting you a payment arrangement. Shortly after, my account was transferred to account manager XXXX XXXX XXXX. 
Speaking with XXXX XXXX, we had the same issue with the XXXX payment. Sometime between XX/XX/XXXX and XX/XX/XXXX, the XX/XX/XXXX payment was finally credited to my account, I never received any notification from Fay that their mistake had been corrected, it was only after my repeated calls I learned of the credit. I have several conversations with XXXX XXXX regarding the XX/XX/XXXX payment XX/XX/XXXX, I inquired about my delinquent payments being added to the end of the loan period. I was told that was not an option offered by Fay, but they would mail me a Hardship package I never received the package. I called back to inquire when it would be coming, I was informed by that representative that I could go to your website and print off the package. 
I submitted the Hardship Package by email on XX/XX/XXXX. All requested items were included with a note to please email if any other docs were needed. 

XX/XX/XXXX I spoke at length to XXXX XXXX regarding my missing XX/XX/XXXX payment. While I was on the phone with her, I emailed her my statement with proof of payment She informed me, this was not sufficient, but she would send to a manager to review, and also if I was correct thats just one payment what about the others XX/XX/XXXX I called and spoke to XXXX I made a payment of {$1500.00} my package was in the process of being reviewed. 
XX/XX/XXXX called to check the status, Fay Servicing requested the lease for the property which I promptly submitted via email. 
XX/XX/XXXX I called and spoke to XXXX XXXX she request form XXXX, P & L Statement, Updated Bank statements, Statement as to status of employment with XXXX, Homeowners Insurance Declaration Page All items submitted immediately via email. On this called XXXX XXXX stated that my home was not covered by insurance, I reminded her policy had been paid by Fay Servicing. 

XX/XX/XXXX I called to check the status, it was requested that I send a P & L Statement from XXXX and statement regarding business checking. 

XX/XX/XXXX I called and spoke to XXXX XXXX ; she requests that I send an updated P & L, and a statement regarding my business checking. All items submitted same day via email. ( I had submitted two days earlier, but it was not showing up. ) Week of XX/XX/XXXX-XX/XX/XXXX, XXXX XXXX called I asked her was my package complete and she stated yes. I told her thank you, please call me back the next week as I was at home sick with the flu. 

XX/XX/XXXX I called and spoke to XXXX XXXX, she requested a signed P & L statement XX/XX/XXXX to date which I immediately submitted via email I believe this is one of the few occasions XXXX XXXX has reached out to me. Also, I asked XXXX XXXX as to why she needed an updated P & L as she had told me my package was complete she stated she did not I submitted this P & L twice as the first one was not signed. 

XX/XX/XXXX I called and spoke with XXXX XXXX ; she requested updated bank statements, which were immediately email. This was last contact with XXXX XXXX ; as of today, I have been unable to reach her on the phone. 

XX/XX/XXXX I called and spoke to XXXX ; she stated my application had expired due to missing documents. I was told to reactive, I would need to submit the entire package with new dates on the documents. In addition, my XX/XX/XXXX tax return or proof of an extension would be required to proceed. I also told XXXX, I read the article where Fay Servicing was fined, she said it was a lie The last contact I had with XXXX XXXX was XX/XX/XXXX. I have requested a new account manager many times as she is haphazardly handling my account. On several occasions, I have been told she has been out sick, which I completely understand ; however, I need an account manager that will give my account the attention it requires. 
I have been kept in the dark about critical information relating to my loan. I have received no written acknowledge that my Hardship package has been received. I have received no written notice of any missing documents. I have received only one verbal update as to the missing documents. The other updates, I received was due to my calling a speaking to a representative. I have not been responded to in a timely manner. I am asking that I be treated as if my account is critical to Fay Servicing. I have all documentation as to everything that has transpired with my account. 

Fay Servicing is not servicing my account ; there is no communication from Fay unless I call them. Seeking an account manager that can help me resolve the issue.

Today, XX/XX/XXXX, I am submitting my second complete Hardship package. I pray that someone will help me. 

Thank you.

Company response to consumer: Closed with explanation