Consumer complaint received 2020-07-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: FL

Complaint narrative:
XX/XX/XXXX Consumer Financial Protection Bureau RE : FAY SERVICING ( LOAN # XXXX ) Dear Sir or Madam : I am reaching out to the Consumer Financial Protection Bureau for assistance. As I have exhausted every means of communication with Fay Servicing LLC trying to explain my financial situation in the hopes, but they can help me save and keep my home. I have provided a timeline of my interaction with Fay Servicing , LLC. In my opinion, Fay Servicing is only focused on ways and methods that would cause undue hardship for me to eventually lose my home. As if they were in the Real Estate business. ( PLEASE SEE BELOW ) Fay Servicing phone calls, to letters I received all contradict each information provided and is very misleading. I am beyond confused. I do not know how else to explain my situation. I call on the phone send emails, I have spent money sending Certified mail because of the lack of response. I am exhausted not knowing what to expect next. In addition, I recently found out through public records that my loan was sold from XXXX XXXX XXXX  to XXXX XXXX XXXX in late XXXX. I was never notified in writing that my loan had been sold. 
The issues with Fay Servicing begun from the very beginning. Prior to Fay Servicing XXXX XXXX  XXXX had my loan. Before, Fay Servicing took over I had made a payment to the XXXX XXXX XXXX that was received back on XX/XX/XXXX. This payment was not credited to my account. Instead, I was informed that Fay Servicing was handling my loan. In the middle of XX/XX/XXXX, I got a call from XXXX XXXX from Fay Servicing and she stated that she would not accept the payment instead it was returned to me. I was informed by Ms. XXXX that I had to make two mortgage payments at once by XX/XX/XXXX. 
I am very distraught with all my situation with Fay Servicing. I do not want to lose my home ; I am XXXX  XXXX, and I want to stay in my home. I am contacting the Consumer Financial Protection Bureau as my last resort, before, I lose my home. I can not rely on Fay Servicing anymore. 
Please help me. All I am asking to have my payments reduced to a figure that I can afford based on my NET income. I do not want to lose my home. 

Sincerely, XXXX XXXX TIMELINE OF ISSUES WITH FAY SERVICING , LLC Trying to save my home I accepted the trial period agreement provided to me by Fay Servicing to begin on XX/XX/XXXX, which modification increased my mortgage interest rate from 4.25 % interest rate of 4.450 %, much higher than my current rate of 4.250 %. Which defies the purpose of a hardship modification but rather creating an undue financial burden for me in a more precarious situation so that I lose my home ( PLEASE SEE ATTACHEMENTS ) " I made the payment for the month of XXXX as agreed with a great sacrifice. However, due to the COVID-19, it created further financial hardship due to additional expenses. I was hospitalized on XX/XX/XXXX with a XXXX   XXXXXX/XX/XXXX. Some of the medications I purchased were not covered by my insurance, despite this I complied and in good faith, I made the XX/XX/XXXX payment as agreed by the agreement of {$1200.00}. ( PLEASE SEE ATTACHEMENTS ) However, due to being high risk, my doctor doubled all my prescription medications. In addition, the pharmacies were running out of medications such as XXXX   The extra expenses in medications put me in further financial hardship. 
I contacted my lender at the end of XXXX prior to my next payment being due to explain my financial hardship and I was told to call back in XX/XX/XXXX given Day Servicing did not have any guidelines established to handle hardship caused by COVID-19. I  called on XX/XX/XXXX, to explain my situation. The gentleman I spoke to put me in a COVID-19 deferred program, where I would resume my monthly payments of {$1200.00} in XXXX of XXXX. I requested the agreement in writing and the Fay Servicing representative stated that they had high call volume and therefore, could provide me with nothing in writing. However, he would document my account. 
XX/XX/XXXX, I received a collection call from XXXX XXXX. I miss the call, and I called back within minutes. I spoke to another Fay servicing representative only to discover that according to Fay Servicing I broke the agreement that was put in place in XX/XX/XXXX. I sent her an email left messages, she never responded. ( PLEASE SEE ATTACHEMENTS ) XX/XX/XXXX. I send a priority letter regarding the lack of response from Fay Servicing since XX/XX/XXXX and XX/XX/XXXX that I called and left messages. ( PLEASE SEE ATTACHEMENTS ). 
XX/XX/XXXX : A telephone call from XXXX XXXX informing me that I had been placed in a Forbearance from XX/XX/XXXX, through XX/XX/XXXX. 
XX/XX/XXXX : I sent a Certified letter to XXXX XXXX and XXXX XXXX the supervisor for XXXX XXXX regarding the forbearance the started back on XX/XX/XXXX, which I was not aware of nor notified in writing until XXXX XXXX from Fay Servicing called XX/XX/XXXX. ( PLEASE SEE ATTACHEMENTS ). 
XX/XX/XXXX : I received a letter from Fay Servicing regarding an Incomplete Loss Mitigation application. Forbearance that I was approved for but was incomplete. Please note how confusing this is to me. ( PLEASE SEE ATTACHEMENTS ). 
XX/XX/XXXX : I sent via e-mail and via fax the Borrower Assistance Form with my hardship letter all the required attachments. ( PLEASE SEE ATTACHEMENTS ) XX/XX/XXXX : I received a Certified Demand Letter from Fay Servicing during my Forbearance period. ( PLEASE SEE ATTACHEMENTS ). 
XX/XX/XXXX, I sent a Certified letter along with the hard copy Borrower Assistance Form with my hardship letter all the required attachments. ( PLEASE SEE ATTACHEMENTS ) XX/XX/XXXX : I sent a Certified letter to XXXX XXXX and XXXX XXXX regarding the Demand Letter and the Borrower Assistance Form package that I faxed, email, and sent certified to Fay Servicing. 
XX/XX/XXXX : I received a call from XXXX XXXX. Miss XXXX asked me if I want it to go back to the previous trial period agreement in XX/XX/XXXX and pay {$1200.00} or if I needed additional help, she would inform the Loss Mitigation Department. I explained to Ms. XXXX that I could not afford the XXXX payment. I wanted to reduce my payments to an amount they would be affordable for me. I told her not more than {$1000.00}, that if they could reduce a little more it would be great. All I want is to save and keep my home. Ms. XXXX told me that she would be letting the Loss Mitigation Department provide me with additional help. 
XX/XX/XXXX : I received from Fay Servicing Loss Mitigation Department a new Trial Period Agreement set to begin on XX/XX/XXXX, XXXX XX/XX/XXXX. The payments are {$1300.00} which is greater than my prior payment. 
XX/XX/XXXX : I have sent an email to XXXX XXXX who sent me the agreement and left him a voice message advising that I am unable to accept the modification being offered given that it creates an undue hardship.

Company response to consumer: Closed with explanation