Consumer complaint received 2024-09-25 00:00:00
Product: Mortgage — FHA mortgage
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: MN

Complaint narrative:
After a lengthy hospital stay I fell behind in my mortgage with Fay Servicing. The Point of Contact person, XXXX XXXX, suggested I apply for assistance under the companys Hardship assistance program. I completed a Hardship affidavit along with supporting documents. I was told by the Point of Contact that a review of my circumstances could result in some options to resolve my past due mortgage payments. I never received any response from Fay Servicing. Meanwhile the company proceeded with foreclosure. 
I told the Point of Contact that I was working toward Reinstatement and felt confident that given a little more time I would be able to accomplish this. On XX/XX/XXXX I received a call from the Point of Contact informing me that he was sending an encrypted document via email with instructions on Reinstatement. A few minutes after the phone call I received an email regarding Reinstatement. Upon reading it I noticed that the document specifically stated that the reinstatement gave me until XX/XX/XXXX to send the wire transfer for {$13000.00}. 
I immediately called the Point of Contact and brought it to his attention that it was already beyond the deadline of XX/XX/XXXX. I was assured that the amount of {$13.00}, XXXX was good until XX/XX/XXXX. Even though I expressed my concern about the dates he continued to tell me that I had until XX/XX/XXXX to send the wire transfer. This took place on XX/XX/XXXX and this was the first time I received information on Reinstatement even though the Reinstatement document was dated XX/XX/XXXX. 
On XX/XX/XXXX I sent by wire transfer {$13000.00} to Fay Services. On XX/XX/XXXX I received a phone call from the point of contact, XXXX XXXX, informing me that the wire transfer was not accepted. He initially informed me that I owed an additional {$1600.00}. He said that my wire transfer was not accepted because it was beyond the deadline of XX/XX/XXXX. It didnt matter that I didnt receive the Reinstatement document until XX/XX/XXXX. XXXX XXXX of contact had no contact when I reminded him that I questioned the document dated XX/XX/XXXX that I did not receive until XX/XX/XXXX and that he had assured me was good until XX/XX/XXXX. There was no way I could comply with the wrong information. He said he did not know if I could send in the remaining amount or not. He said he would get back to me. 
On XX/XX/XXXX I received an email from XXXX XXXX informing me that an encrypted document was attached regarding my reinstatement. Although I was just now receiving it, the document was dated XX/XX/XXXX and the amount for reinstatement was {$15000.00} and included a late fee of {$100.00}. Additionally it was only good until XX/XX/XXXX and the Sheriffs Sale was set for XX/XX/XXXX. 
At this point it appeared to me that I was in a sense set up to fail. On XX/XX/XXXX I sent a wire transfer to Fay Servicing for {$15000.00}. With the help of the HUD Certified Housing Counselor for XXXX XXXX I applied for an extension of the sale as I did not trust the lender. I was given until XX/XX/XXXX. At this time I have not received acknowledgement that I am no longer in foreclosure. I over the phone by the point of contact, XXXX XXXX, that it was accepted. 
I did notice when I went into the app I have for Fay Servicing that there was a {$100.00} credit to my account. I cant help but wonder if that was the late charge since I sent in the initial payment before XX/XX/XXXX. 
In any case, with the information I was given it was almost impossible to comply with their demands. In addition I never received any response to the hardship affidavit that I completed.

Company response to consumer: Closed with explanation