Consumer complaint received 2020-07-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: MD

Complaint narrative:
There were incorrect loan payment activity changes made by Fay Servicing on numerous occasions to my mortgage account, which reversed my paid monthly payments, impacting my account status. My current loan due date should be XX/XX/XXXX and these incorrect revisions resulted in my status showing a XX/XX/XXXX due date. 
I noticed these errors on XX/XX/XXXX and reported them to an account manager, who stated he would explore the situation and get back to me while telling me to keep this between the two of us.He was aware that I had meticulous documentation and receipts of my mortgage activity. I requested correction of all errors and update my loan status to due XX/XX/XXXX. 

When calling to make my monthly mortgage payment on XX/XX/XXXX, the agent told me that my loan was due on XX/XX/XXXX. I told him this was a gross error, that my due date was XX/XX/XXXX. He transferred me to account manager XXXX XXXX. The manager said it appeared for some reason my payments were kicked back to XX/XX/XXXX. He also stated that the COVID-19 one month deferment which was offered to me and applied in XX/XX/XXXX by account manager XXXX XXXX, was removed. He said he would investigate and to keep this between us ( huge red flag of wrong-doing ) .After the phone call I went online to review my account details and saw disturbing details. I have made timely monthly mortgage payments since Fay Servicing bought my loan in XX/XX/XXXX, which were all recorded on the activity sheet. I have my bank records to support all monthly payments made.I shockingly noticed reversal payments to my account which had no basis, except for one in which the prior mortgage company did not apply one of my payments thus was adjusted in XX/XX/XXXX. There were 4 reversals in XX/XX/XXXX and 2 reversals in XX/XX/XXXX, this undoing my mortgage payments.This is possibly fraudulent and unethical behavior by Fay Servicing. I did notice on XX/XX/XXXX when looking at my online account to follow-up, that someone reapplied payments for 4 of the 6 reversals and it reflected a loan due date of XX/XX/XXXX when it should be XX/XX/XXXX. While it seems someone adjusted these errors, the account manager XXXX XXXX did not call me as he said he would. 
I researched this company, which assumed my mortgage on XX/XX/XXXX, and noted they were in a lawsuit in XX/XX/XXXX for illegal practices. I looked at the XXXX  and see countless complaints of a similar nature.I work hard to provide a good home for myself and family.I expect that my mortgage be serviced in a professional, accurate, ethical and legal manner. What I have identified could have resulted in my home going into foreclosure and losing my home due to the errors by Fay Servicing, which may be accidental or deliberate. Your investigation for both my sake and all other Fay Servicing customers is greatly in need.Please assist me with this possibly illegal situation and let me know if you need any additional data. Thank you!

Company response to consumer: Closed with explanation