Consumer complaint received 2025-02-09 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: LA

Complaint narrative:
In 2021, I received a notice of default from the mortgage company, Fay Servicing. At that time I discovered they had recently, prior to this, taken over our second mortgage. I was not aware of this, and this was why they sent the default notice. I was current on the primary mortgage. I called Fay Servicing to see what was going on, and this is when I learned about the second mortgage. They were prepared to foreclose on my house, but did tell me about applying for a forebearsnce, or modification in order to delay the foreclosure and see if there were any other options available to save our home. The process was started, and then the problems started. I did everything they asked or me, I sent I. Requested documents, filled out forms, and was told to wait to hear from someone. I never heard from anyone, so I started calling them, only to get answering machines stating to leave a message. I left many messages and no one would call back. I finally was able to speak to a representative, who told me they were the account manager. I was told there were missing documents but could not tell me which document was missing. This was just before they foreclosed. I finally was able to talk to someone who told me which document was missing and I submitted it immediately after hanging up with the manager. A few days later I discovered that they had gone ahead and started foreclosure proceedings and that there was nothing else to be done. I even had one account manager tell me that foreclosure was not the worst thing, and we would get over it. I told him I would be sure to tell my children that when we are forced to move. 
I have read MANY complaints along these same lines like what happened to me. I do not understand how a mortgage company is allowed to operate using these kinds of practices and delay tactics. The lack of communication with this company is baffling. 
So, in XXXX of 2021, my kids and I had to move out of the only home they ever knew. My ex-husband and I were divorced, and he, unfortunately, in his despise of me, refused to step in and do anything to help save our home. The deed to the home was only in his name, but the mortgage, we had, in previous years, refinanced, included my name as well. He wanted nothing to do with it and refused to make any payments since he was no longer living in the home. 
***I had previously filed a complaint through the CFPB, but when I logged in to my account I had created, it says I have no complaints on file. Not sure why?? So, I am doing another complaint. 
Our home is long gone, sold at Sheriffs auction, and we are living elsewhere, but I do not believe this company should still be in business. They cheat people out of their most important investment! 
I would love to know if there are any class action lawsuits against Fay Servicing that I could get involved with. They need to be field accountable! 
Thank you!

Company response to consumer: Closed with explanation