Consumer complaint received 2022-06-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: PA

Complaint narrative:
XXXX XXXX XXXX. 
XXXX XXXX XXXX, # XXXX XXXX, NY XXXX XX/XX/2022 Consumer Financial Protection Bureau po box 27170 Washington , DC 20038 Consumer Complaint RE : Mortgagor : XXXX XXXX XXXX XXXX XXXX XXXX : Fay Servicing LLC Property : XXXX XXXX XXXX XXXX, PA XXXX, XXXX XXXX XXXX  Loan Number : XXXX To whom it may concern : Please accept this letter as a formal complaint with your agency against the mortgagee service company, Fay Servicing LLC relative to the captioned matter. XXXX XXXX is employed in an occupation deemed a Covid 19 first responder and is currently recovering from Covid 19. As such, and since time is of the essence, she has asked that I represent her in filing this complaint on her behalf. A copy of her notarized affidavit of authority to act is attached. 
XXXX XXXX has owned the property in question for the past 25 years. She is a single parent with a single household income which she provides for her two children. The last 10 years have been a struggle for her as both of her children were put through college and the youngest is now in medical school ; being in need of housing, food and transportation ; assistance of which she has been providing. Within that period of time her oldest child had to return home for assistance temporarily as well. As can be expected, XXXX XXXX has had a difficult time making her mortgage payments. 
XXXX XXXX was assured by Fay Servicing that they would work with her to help her through these difficulties. On XX/XX/2022, XXXX XXXX filed a formal hardship assistance request with Fay Servicing to renegotiate the financing with an agreement to pay double the current mortgage payment in order to address the mortgage arrears. Included in the hardship affidavit was her household expense and debt sheet which shows no real unreasonable indebtedness. She was still making payments. 
Not only did Fay Servicing reject her hardship application without adequate explanation but also returned her mortgage payments. It is clear that they had no intention of working with XXXX XXXX to help her through this crisis but began immediate foreclosure preparations, the expenses of which are charged to the indebtedness. Fay Servicing in their advertisements to their customers say in bold print, We Will Work With You. In fact, they are continuing to go forward with the foreclosure and XXXX XXXX has no power to stop a foreclosure of her home that she has lived in for 25 years and would like to remain. 
We are asking this agency to investigate the handling of this mortgage by Fay Servicing. All XXXX XXXX would like is to move this matter to a resolution so that she can keep her home. The current foreclosure fees and penalties added to the amount due is XXXX on a mortgage where the balance on the mortgage is XXXX. We have learned that the value of properties in the surrounding area has increased and believe that Fay Servicing just wants to unburden itself with the mortgage at the expense of the owner. We appreciate in advance your review and involvement. 
Sincerely, XXXX XXXX XXXX. 

cc : XXXX XXXX Fay Servicing LLC XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX, ILL XXXX

Company response to consumer: Closed with explanation