Consumer complaint received 2024-07-22 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Fay Servicing, LLC
State: CA

Complaint narrative:
I applied for a one time {$40000.00} loan with adjustable rate with XXXX XXXX. My loan was assigned to XXXX. A few years later, I declared bankruptcy due to hardship during the " housing crisis ''. I kept the home loan and my house. Later I found, XXXX sold the loan and I never knew who my lender was. I started getting communications from XXXX XXXX XXXX. I continue paying to them what I used to pay but they refused to provide me any information about the loan ( they claimed because of my bankruptcy ). I was told by them my account would be current as long as I made payments before the XXXX of each month. I set up payments thru my bank. When they finally disclosed the account to me in XXXX, I was made aware they had assessed late payment fees every month for the past few years that I was paying to them. They claimed they were getting the money before the XXXX  but not the lender because they required more time to forward the funds. They refused to disclosed who the lender was and I then requested to talk to a supervisor or some one who could make adjustments to my account. I never heard anything back. XXXX  came and I became ill and lost income. I requested a forbearance but after a few months of not getting payments they filed foreclosure with the court and assigned a sale date in XX/XX/XXXX. In order for me to regain my account to current status and stop foreclosure, I had to pay all the fees plus court fees, plus attorney fees. I learned from the court papers that the bank name was XXXX XXXX. I asked the XXXX to provide documents to their response to my previous requests and they never did because they didn't have any. I received help from my state to make my account current again in XX/XX/XXXX. I have tried to contact them since then because of my illness but had no luck because as I found out they now moved my account to FAY XXXX  Servicing. FAY claims they don't know anything and they have already file proceedings with the court for foreclosure again with no sale date set yet. I finally called FAY on XX/XX/XXXX and spoke to a representative who said her name was XXXX. They have now assessed all kinds of fees to my account again and refused to cooperate with me at any level. The representative said they want all their money or they will collect anyways from the sale of the home. They have no intentions to cooperate or help in any way. My account has been mishandled since my bankruptcy. The bank hides behind this servicing companies but is quick to act, file motions with the courts, and charge the consumers for the decisions they take without taking in consideration the consumer 's previous requests for account adjustments, credits, and or account settlement requests. The LLCs claim they have no authority to grant any credits, request, or remove any fees. The request are forward to the investors and that's it, they never follow up with consumers nor they allow consumers to talk to the " investors '' directly. 
I am including some of the payments previously made to Specialized Servicing ( before the XXXX  of each month ) I am including the current bill from FAY for which they are taking me again to foreclose my main residency without answering to any of my previous request.

Company response to consumer: Closed with explanation