Consumer complaint received 2017-12-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: RI

Complaint narrative:
I have been attempting to resolve these concerns with Fay Servicing , LLC since transfer of my mortgage XX/XX/XXXX, while in the midst of a modification with the prior Servicer. The transfer of the loan changed the terms from XXXX XXXX  ( since the loan inception in XX/XX/XXXX ) to non-XXXX XXXX, limiting my consumer protections and thus substantially altering the terms of my loan. Despite the completion of the TPPs, Fay immediately began making demands for escalating amounts of monthly payments ; significantly altered the terms of the modification ( while telling us for a year that Fay was obligated to honor the terms of the prior Servicer ) ; lied to XXXX escalation dept stating the mod was HAMP Tier 1 ; lied to CFPB stating the terms of Fay 's mod was more favorable than that of the prior Servicer ; Fay backdated documents and NEVER executed the contracts or returned fully executed documents to me ; refused to provide an accounting of alleged principal error ( and now denying principal error despite the legal dept stating this in response to CFPB ) ; application of tens of thousands of dollars of " misc fees '' including several $ 14K fees ; misappropriation of payments ; demands for arbitrary payments ( altering the monthly demand from {$1300.00} to {$2000.00}, and changing the principal from approx $ 316K to more than $ $ 400K ) ; failure to apply full payments to alleged " suspense funds '' ; dual tracking the loan while payments were current and informing me to " just ignore '' these dunning legal notices ; refusing to honor a year of promises that all payments, credits, and fees would be correctly applied after Fay completed its acct assessment ; refusing to put any information in writing ( including specifically refusing to answer questions we were instructed to put in writing ) - a behavior that is noted on the CFPB site, the RI Atty Genl 's website, and those of other consumer advocacy agencies to be of high concern for fraud. In addition Fay 's deceptive and duplicitous financial dealings, their arbitrary and capricious misapplication of funds and fees, and wreaking havoc with my mortgage and stressors during a time of medical crises, Fay has also utilized harassment and bullying tactics to dual track my account, and to discriminate against us for XXXX and the use of XXXX funds. 
Despite the CFPB 's Consent Order against Fay in XX/XX/XXXX, Fay has ceaselessly continued its abusive and coercive tactics. Fay continues to mislead the consumer, dual track my acct, apply exorbitant fees without explanation, extort monies I can not afford, continually threaten default and foreclosure, discriminate against us based on XXXX and the use of XXXX funds, and REFUSED a $ XXXX Hardest Hit Funds award that I was granted ( after initially accepting ) and that would have assisted significantly in making payments affordable and thus avoiding foreclosure. 
-- PLEASE SEE ATTACHED MORE EXTENSIVE EXPLANATION

Company response to consumer: Closed with explanation