Consumer complaint received 2022-03-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: NY

Complaint narrative:
XXXX Fay Servicing took over the servicing of my mortgage on my primary residence. 
XX/XX/XXXX - Received Annual Escrow Analysis for mortgage escrow account. Analysis is wrong because it includes homeowners insurance in the analysis. Insurance has always been paid by me directly and has never been escrowed. It is also current and up to date. There has been no change in insurance company or payment status. 
XXXX Called Fay Servicing - I explained the situation. Customer Service rep just kept repeating that I am required to have insurance and it is always escrowed. Explained again that I pay the insurance directly and it is not escrowed and has never been escrow and that they can not just decide to escrow it. Placed on hold several times. Told to a submit proof of insurance payments made directly to the insurance company and the declarations page from the homeowners policy. Told to email requested documentation to : XXXX. Told this will be reviewed and a new analysis will be run if it is not supposed to be included with the escrow. 
XX/XX/XXXX - Sent email to : XXXX - Included Documentation and an explanation of the error on their part and that Homeowners insurance has never been included in the escrow account and I do not want it included in the escrow account. Asked for a reply indicating when I would receive a new updated escrow analysis. 
XX/XX/XXXX - Received 2 automated emails from MyCoverageInfo XXXX indicating that my email had been received and had been processed. 
XX/XX/XXXX - Called Fay Servicing to see how long it would take for a new escrow analysis to be completed. Told it takes 2-3 business days. 
XXXX Submitted request for new escrow analysis and statement of insurance through Fay Servicing website message system on Fay Servicing account page. 
XX/XX/XXXX - called Fay Servicing- apparently a new analysis was not requested. Request now submitted and I can call back in 2-3 business days. 
XX/XX/XXXX - Called Fay Servicing. Again told there does not appear to be any record of a request about insurance or a new escrow analysis being requested. This CS person told me to email her the documents and she would escalate the request. She also stated that she would follow up with me in a few days. 
XXXX Sent email with requested documentation to Customer Service rep I spoke with on XX/XX/XXXX. 
XX/XX/XXXX - Sent follow up email to CS rep from XXXX XX/XX/XXXX -Called Fay Servicing - Escrow Analysis is not completed yet. Will be done in 2-3 business days. 
XX/XX/XXXX - Sent follow up email to CS rep I spoke with on XX/XX/XXXX XXXX Called Fay Servicing- Escrow Analysis is still not done because it needs to be researched. Asked for supervisor - Transferred to supervisor ( probably not ) - Told she researched all the documentation in the file and she has now escalated it for a new Escrow Analysis Should be completed in a day or 2. 
XX/XX/XXXX - Called Fay Servicing - Escrow Analysis is still not completed. Told it should be done by Friday, XX/XX/XXXX XX/XX/XXXX - Called Fay Servicing - Escrow Analysis is not done because the issue needs to be researched. No, I can not speak with anyone else. It can now take 5-10 business days.

Company response to consumer: Closed with explanation