Consumer complaint received 2023-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: GA

Complaint narrative:
Good Afternoon, the purpose of my Email today is to shine some light on a pending situation that has with Fay Servicing , LLC. At the top of this year in the first week of XXXX, I had called into Fay Servicing regarding another File that I have with them, towards the End of that Phone Call they informed me there was a slight discrepancy as it pertains to the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX File which they had assumed from XXXX XXXX on XX/XX/XXXX. 

I had originally closed on this Refinance Loan on XX/XX/XXXX with XXXX XXXX whose Servicer was XXXXXXXX XXXX  Made unbeknownst to me, XXXX had Sold the Loan to Fay Servicing back in XXXX to XXXX of XXXX. 

Once that transfer occurred, Fay Servicing should have been able to continue making Automatic XXXX  Payments from my Bank Account as they had gotten possession of XXXX XXXX XXXX XXXX XXXX had on File for me. XXXX XXXX was doing this prior to the switch with no problems as can be found in the attached document labeled " Payment History '' however Fay Servicing never initiated the Auto XXXX Payments on their end. 

For whatever reason this did not occur, the unpaid XXXXayment Amount had grown to an outstanding balance of about {$6000.00} at the time and with all their Fees they tacked on, they claimed I would have to pay upwards of {$15000.00} at this point in time. I had asked the XXXX XXXX XXXXXXXX  Rep XXXX XXXX XXXX, who's the person I've been working on this File with the whole time, on how this could happen and why was I never notified XX/XX/XXXX until XX/XX/XXXX. 

She claimed that they did call me, however no calls successfully went through to inform me of this. I asked about other Forms of Communication like Mail & Email. She claims they don't send Emails and the Mailing Address they had on File at the time was an outdated address. 

At this point in time, she asked me if I could pay the before mentioned Payments & Late Fees to make the Loan current. I told her I would not be able to but in the time being I would like to make XXXX 's current monthly payment and onwards so the balance does not continue to accrue. XXXX XXXX said that making the monthly payment today & going forward was not an option and she would have to check with her Investors to see how they would want to proceed. 

After back and forth communication for a couple weeks, XXXX XXXX claimed the Investors have still not made a decision yet. Then on XX/XX/XXXX, at XXXX XXXX, she had sent me a series of questions she claims the Investors wanted answers on in order to make a decision. I answered those questions on XX/XX/XXXX, at XXXX EST, which I concluded that Email Communication by reiterating that I would be willing to make Payments that same day for XX/XX/XXXX to present date at that point in time. I never received a response back to that email. 

Fast forward to XX/XX/XXXX at XXXX, XXXX XXXX XXXX contacted me again stating that she was trying to get a hold of me. On XX/XX/XXXX at XXXX, I stated I would be free the same day after XXXX EST. She responded on XX/XX/XXXX at XXXX EST acknowledging that wont be a problem. We never communicated the rest of that day. 

Also on XX/XX/XXXX at XXXX, I created a Group Email with : XXXX - Rep for XXXX XXXX XXXX - Rep for Fay Servicing XXXX - Closing Attorney Within the Same Day, XXXX and XXXX were able to provide documentation and an explanation to relieve them of any fault for the discrepancy while XXXX XXXX XXXX not respond. On XX/XX/XXXX at XXXX, I sent a follow up email to XXXX XXXX on the matter. On XX/XX/XXXX at XXXX EST, she responded to the Group thread claiming she's been calling me to ask me even more additional questions on the File. I responded on XX/XX/XXXX at XXXX stating I'm free to chat now. She then called me on XX/XX/XXXX at XXXX ; XXXX EST. 

On this call with XXXX XXXX, she attempted to brush past the fact nor take responsibility that the error occurred on their end on why they did not receive their payments from XX/XX/XXXX to XX/XX/XXXX. The phone call resulted in XXXX XXXX having a very demeaning tone with me and being completely unprofessional. 

Comments were made such as If you cant afford the XXXX, then Sell it among others were made. This phone call resulted with still no clear resolution being given. This phone call happened on XX/XX/XXXX at XXXX EST and I strongly urge you to listen to that recording yourself as well. 

I took the liberty to bring that Call to Fay Servicing 's Customer Support Email which was sent on XX/XX/XXXX at XXXX but I feel as if it fell upon deaf ears as no clear resolution was given. 

I then sent a follow up email to XXXX XXXX on XX/XX/XXXX at XXXX in which I received an auto response that she would be out of the office on vacation until XX/XX/XXXX. 

As it stands today at the time of this Complaint on XX/XX/XXXX, I have yet to receive any authentic email communications from XXXX XXXX but I did receive my first piece of Mail from Fay Servicing as it pertains the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX which shows an outstanding amount of {$9800.00} and they paid a Foreclosure Attorney to start that Process. 

Lastly, down below is a XXXX XXXX with all the attachments & proof referenced throughout the Claim : https : XXXX? XXXX & XXXX

Company response to consumer: Closed with explanation