Consumer complaint received 2025-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Fay Servicing, LLC
State: NJ

Complaint narrative:
The issue : I have XXXX mortgages that you are servicing. All of these mortgages are paid through the XXXX XXXX XXXX  bill pay process. I provide XXXX with the account number, the amount, the payment address and the date the payment should hit my account and they mail you a check which includes the account number. 

XXXX of my mortgages are being handled in a satisfactory manner. XXXX is not. The account in question is loan number XXXX for a property at XXXX XXXX XXXX XXXX XXXX XXXX. In XXXX you called and said you didnt get a payment so I paid by phone. I verified that the bill pay was set up properly for XXXX and following months. My bank debited my account on XXXX and then again on XXXX. I got a call from Fay informing me that you had not received a payment ( I dont have the dates etc of all of this call activity because I trust you are entering the call data into your XXXX ). At that time I took a photo of my bank statement and sent it to XXXX. The photo showed the XXXX debits to my account in the amount of {$2400.00}. I was told you were going to investigate what happened to the payment on your end. I was asked to confirm with XXXX that they send an actual check and that it is not a direct pay which you do not support. I emphasized the customer service person I was speaking with that the other XXXX mortgages are all paid the same way so why is this one an issue. 

I was away for week and called today to inquire as to your findings and spoke to a man who was not very responsive to my story. I hung up on him and called back and got XXXX XXXX who told me I owed more than {$6000.00}. I told her I was not paying any late fees because you were researching the issue and did not call me back. At no time did anyone tell me I was in danger of going into a default and that I would be severely penalized. I assumed the issue was getting worked. 

I asked to speak to a supervisor and got XXXX XXXX. XXXX XXXX told me that I owed {$6700.00} including late fees and default interest. I explained all that I have written above and she told me that the note I signed authorized the penalties and she could not waive them. She said she could make an appeal to the investor, but given my experience to date with you I decided not to risk further charges while you followed that path. 

I am requesting a refund of the difference between the payments I owed and what I authorized to be debited from my account today. That is {$6700.00} minus {$2400.00} times XXXX or {$1800.00}. 
I also want to confirm that you did not report the default to any credit bureau as I have an excellent credit rating. 

I have been the XXXX  of a XXXX XXXX and understand how this all works. And what a quality servicer does to communicate with clients when there is an issue. You did not perform as a consumer has a right to expect, unless you are in the business of driving fees through failure to communicate. 

I would appreciate a prompt resolution of this matter and a response. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation