Consumer complaint received 2024-08-18 00:00:00
Product: Mortgage — Conventional home 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: PA

Complaint narrative:
I can't even explain how difficult Fay Servicing is. This began several years ago when my mortgage was with XXXX XXXX. I was in the midst of a modification when XXXX hit. I was told by XXXX that all actions are stopped until the pandemic is over. Fast forward, pandemic is over and I am then notified that Fay Services now owns my loan. Nothing was carried over from XXXX in terms of my application process. Years later I am still struggling with Fay. My local CEO was able to get in touch with Fay and help me with a trial modification for XXXX months. That was for XXXX, XXXX, XXXX of XXXX. They finally approved the modification. My mortgage payment almost doubled. In the final documents. my mortgage was to be automatically debited from my checking account in XXXX of XXXX. It never was. I called countless times to try to make a payment and I was told no payments are being accepted at this time. I tried only to log in to try to pay as well and I am not allowed into my account. I was advised by a attorney ( who I can not afford anymore ) to still send payments in using certified checks along with certified mail and to keep copies and proof of everything. Last week of XXXX, I sent in XXXX months of my mortgage. The fees they are saying I owe are in the thousands. I call and they say everyday I am late more fees are added. Again, I am trying to make payments. It seems that by them not allowing me to make payments they are just making it extremely impossible to pay for all these late fees. I have documented so much. I have asked for records of all my previous payments via phone calls. XXXX representative will say they will email them and I never receive them. I call the next several days and I am told I should know all of this and this should be better communication with my attorney? I do not have an attorney anymore because as of XXXX this was supposed to be all cleared up. I have sent several requests via email to Fay and they return my message and use every possible excuse such as not having correct info on my email such as account number and social security number. I submit everything they ask and still nothing has been received until this past week. I received my certified check back that they will not cash with a letter stating that the amount is nor enough. I was also told by XXXX representative when asked was XXXX the same company as Fay and the rep lied and said no, they have nothing to do with XXXX another. This is also false. I have been trying to research as much as I can about Fay. It seems many customers have similar issues. Maybe I do need another attorney to help but I just don't have the extra money to pay for another attorney. I was also told told that XXXX XXXX is starting as of XX/XX/year> via phone rep. I clearly don't understand this because I am trying to pay them. I desperately need help. I'm hoping someone can steer me in the right direction. Thank you for listening and hope to hear from you.

Company response to consumer: Closed with explanation