Consumer complaint received 2025-12-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Fay Servicing, LLC

Complaint narrative:
On XX/XX/year>, the automatic mortgage payment was not successfully drafted due to insufficient funds. 

I am writing to you pursuant to the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605, and Regulation X, to formally notify you of errors related to the servicing transfer of my mortgage loan and to request information. 

My mortgage servicing was transferred from XXXX XXXX to Fay Servicing in or around XX/XX/year>. However, I did not receive any written notice of this servicing transfer, nor was I provided with my Fay Servicing loan number. As a result, I have been unable to access my account or make timely payments. 

Due to this lack of notification, an insufficient funds issue occurred with the automatic draft. I attempted to make an immediate payment by wire or transfer ; however, I am unable to do so because I have not been provided with any payment or remittance instructions. I am currently unable to make payment solely because I do not know where or how to send it. 

I have contacted Fay Servicing multiple times by email, but I have not received any substantive or good-faith response. As a foreign borrower located in XXXX, I also attempted to contact Fay Servicing by phone using an interpreter, as I was informed that XXXX interpretation services were available. However, I was repeatedly transferred between departments, placed on hold for extended periods, and ultimately disconnected. This situation has occurred multiple times and has made it impossible for me to resolve this matter by phone. 

This lack of notice and failure to provide essential loan and payment information appears to be a violation of RESPA and XXXX XXXX, which require servicers to provide timely written notice to borrowers when servicing rights are transferred. 

Because I was not properly informed of the transfer or provided with the necessary information, I am concerned about potential late fees, penalties, or negative credit reporting resulting from circumstances entirely outside my control. 

Accordingly, I respectfully request the following : Written confirmation of my Fay Servicing loan number The effective date of the servicing transfer Complete and correct payment instructions, including wire or remittance account information Written confirmation that no late fees, penalties, or negative credit reporting will be assessed as a result of this servicing transfer issue Assignment of a dedicated representative to handle my account and this matter Please treat this letter as a Qualified Written Request and Notice of Error under RESPA. I request written acknowledgment of receipt within XXXX ( XXXX ) business days and a full written response within thirty ( XXXX ) business days, as required by law. 

For reference, the automated inquiry case number issued by Fay Servicing is XXXX XXXX XXXX. 

My information is as follows : Borrower Name ( Full Legal Name ) : XXXXXXXX XXXX XXXXXXXX XXXX Authorized Representative : XXXX XXXX XXXX Address : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tax Identification ( last XXXX digits requested ) : XXXX XXXX Due to the repeated issues with international phone calls, I respectfully request that all future communication be conducted via email or written correspondence. 

Thank you for your prompt and serious attention to this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation