Consumer complaint received 2026-03-30 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: TX

Complaint narrative:
Issue : Mortgage payment interference, disputed balance, unexplained account charges, incomplete records, and improper disclosure of another consumers information. I attempted to make my regular mortgage payment for XXXX, but I was unable to do so because I could not access my online account and/or was otherwise prevented from processing the payment. I was ready, willing, and able to make the XXXX payment, but Fay Servicing prevented me from doing so through its systems and handling of the account. I was not refusing to pay. I was actively trying to make the payment. We contacted Fay Servicing repeatedly on XX/XX/XXXX, XX/XX/XXXX ( twice ), XX/XX/XXXX ( twice ), and XX/XX/XXXX ( twice ) to resolve the issue and obtain an explanation. Instead, we were given inconsistent and unclear information. During one of those calls, a representative told me in substance that if I sent a payment, they would not accept it, would send it back, and litigation would be pursued against me. This was said while I was actively trying to make a payment and understand what was happening with the account. Fay Servicing informed us that the loan had matured. Although some explanation was eventually provided, the account balances and payment history still do not make sense based on what was reflected in the portal and our payment history. Fay Servicing claimed we owed more than {$8000.00} in additional principal and more than {$2000.00} in a deferred or second principal balance. We dispute these amounts. We have never missed a payment, never requested a deferment, and never agreed to any deferment arrangement. We were told the deferment may have been related to COVID, but that does not make sense because we did not defer payments during COVID, did not request or authorize one, and did not have this lending institution at that time. We requested a complete payment history / full account ledger to review the issue. The first account history they sent contained another consumers information instead of ours, which is extremely concerning. Even after repeated requests, we still have not received a complete, accurate, full payment history ledger. Based on the payment progression shown in the portal, the account appeared to be counting down correctly, and XXXX appeared to be the final payment reflected in the system. However, when XXXX came due, I was suddenly locked out of the portal and then informed the account had matured, while also being presented with unexplained balances. I am requesting : a complete and accurate payment history / full account ledger a written accounting of the alleged $ XXXX principal balance a written accounting of the alleged $ XXXX deferred / second principal balance documentation showing when, why, and under what authority any deferment was added an explanation for why I was unable to access the portal and/or make my XXXX payment confirmation that I will not be penalized for a payment I attempted to make but was prevented from making an explanation for why another consumers information was sent to me correction of any inaccurate servicing records, account balance, delinquency status, or credit reporting I am also willing to immediately tender any properly due payment once Fay Servicing provides a correct accounting and allows payment ( XXXX ) to be made to clear up the issue. I am disputing the validity and accuracy of the amounts Fay Servicing claims are owed and request a full investigation.

Company response to consumer: Closed with explanation