Consumer complaint received 2020-09-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: PA

Complaint narrative:
On XX/XX/2020 I spoke to a representative at Fay Services, the company servicing my loan with XXXX. I informed the rep that I was having trouble making payments on my account due to Covid-19 and my tenants have had a temporary loss of income. I was informed that the lenders don't have any assistance for borrowers affected by the pandemic. The next rep I spoke to was XXXX XXXX, I explained I could make a payment of the past due and requested removal of late fees considering the duration of pandemic. XXXX then told me I need to complete a commercial borrower assistance application and said he would email it to me. I returned the completed application and for the next 2 weeks I left XXXX XXXX messages and sent emails, I did not receive a response. I then followed up with an email that asked for a supervisor to call me since my attempts to settle this has been ignored. The next call I got from XXXX he told me tht he didn't receive my hardship application. I explained I was never told I needed to complete a hardship application and reminded he only asked me to complete the a commercial borrower assistance application. He then sent me the hardship application. I completed the hardship application and sent it back with an email asking him to follow up with me upon receiving. After not hearing anything for over a week, I asked for a supervisor to call me again. XXXX then sent me a short vague email where he asked to complete the application and put correct acct number on there. I repeatedly sent emails requesting a phone call from a supervisor, XXXX called me and told me the account number was incorrect on the application. Noticing my frustration he said he would send a message to His manager XXXX XXXX To call me. On XX/XX/XXXX, I corrected the loan # and emailed XXXX asking him to confirm receipt, he immediately responded, " yes I have received the completed application '' since then I have called and emailed to check status of my application 5 times without any response. Then I received a call from a young lady and I asked was she a supervisor and she said " no, XXXX asked her to call me '', I told her I requested a manager and she said she would have 1 call me. After waiting another week, I called XXXX over and over until he answered the phone and when I asked him the status of my application, he stated he had not received the application. I told him that I have an email from him confirming he received it and then he said " oh well it's being reviewed ''. I requested XXXX XXXX email because I have waited over 2 weeks for a manager to call me and I have still not received a call.. XXXX began to yell at me and told me he will not provide me the owners email address and I would have to wait for a manager to call me. We yelled back and forth at each other and finally he hung up on me. I XXXX and found an email for XXXX XXXX  the owner of XXXX  services and sent an email explaining my issue. 
2 days later I received a call from XXXX XXXX who immediately started to defend XXXX and when I asked him for his supervisors phone number because I waited for his call for weeks, he then Refused to provide me the managers email or phone number and said he didn't call because his primary job is not to call customers to hear them complain and that the email I sent to XXXX XXXX was sent to him and this is as high as I can escalate this.. As of today, I still don't know the status of my application. I believe this company is trying to make me lose this property as they will not take a partial payment.

Company response to consumer: Closed with explanation