Consumer complaint received 2025-01-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Fay Servicing, LLC
State: GA

Complaint narrative:
In XXXXXXXX XXXX XXXXXXXX my Insurance company sent a declaration page to Fay Servicing as proof that I pay my insurance as a self pay. Fay Servicing is not the original servicer, it was purchased from my original mortgage company. Off of that declaration page Fay Servicing took it upon themselves to pay the insurance. No bill was ever sent. I was made aware of this on my XXXX statement. My mortgage was going from {$2400.00} to {$2600.00}. I called to speak with someone about this and they were very condescending, rude and refused to let me speak with a supervisor then proceeded to hang up on me. I then called back and was spoke with another call center representative who did put me through to a supposed supervisor by the name of XXXX, telephone number XXXX. I explained the same to her and I told her I would send in the reimbursement to Fay for the insurance they paid. I told her my XXXX mortgage statement showed the increase to the new amount of {$2600.00}. She assured me she would take care of the problem and as soon as I made the reimbursement payment of {$1300.00} to call her and let her know so she could adjust payment back to the original amount. On XX/XX/XXXX I made the payment called XXXX and reached her voicemail. I called back several times a week for 2 weeks left messages with no return call. I then had to proceed to go back to square one and speak with a customer service rep that has no idea about escrow even though you are prompted to press certain numbers to reach the escrow dept. I was told by the first rep she would put in a request for escrow analysis and I would hear from them in 3-5 business days. When I did not hear back I called again and was again told they would request an escrow analysis and I would hear in 3-5 business days. I explained to her I had already done this and she said that she would have to do again. Waited the time frame again with no response from Fay and called back again. This time I spoke with XXXX and he told me that I myself had to put it in writing and submit it to XXXX which I did on XX/XX/XXXX. On XX/XX/XXXX I received an escrow account disclosure statement in the mail not showing there is an a XXXX balance on my escrow and I would be reimbursed for the extra payment I made on my statement, rather is was going from {$2600.00}, the amount they raised it to, down to {$2500.00} which is still an increase and not back to the original mortgage amount of {$2400.00}. Today XX/XX/XXXX I called again to speak to someone, who again has no knowledge about escrow and was told that on XX/XX/XXXX the escrow received my request and I should hear back in 3-5 business days. I explained to her that I sent the request in on XX/XX/XXXX. She said the escrow dept did not receive it until XX/XX/XXXX. Even if that is true and including the holidays it has been more then 3-5 business days. So again, I am forced to pay a higher amount of my agreed upon mortgage payment before Fay Servicing purchased to now paying more to ensure I am not assessed late charges and a negative credit rating. These are all delay and deceptive practices that Fay Servicing appears to use. An insurance payment should never have been made off of a proof of insurance declaration page that was sent to them. I want Fay Servicing to correct my mortgage back to the original amount and I want full reimbursement that I have been forced to pay. I know that Fay Servicing has all of these correspondences on file due to the fact when I call to speak with someone they are repeating the issues they have on file when we speak.

Company response to consumer: Closed with explanation