Consumer complaint received 2020-10-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: GA

Complaint narrative:
During the Pandemic I contacted my mortgage company, Fay Servicing regarding difficulty paying and they responded first by a letter dated XXXX XXXX granting some form of forbearance i.e that I pay two times my monthly payment which is {$1900.00}, ( see attached letter as appendix A ) until all past due balance is brought current. I made a payment in said amount and thereafter, I received another letter dated XXXX XXXX granting me a temporary moratorium until XX/XX/XXXX, said letter is marked as ( appendix B ). However, I kept paying and made Six payment during the moratorium period. 
At the end of the moratorium period, I received a letter, including loss mitigation forms from Fay servicing dated XX/XX/XXXX ( marked appendix C ) requesting that I file a complete loss mitigation application. I completed the application and sent it directly and also through my housing counsellor, the XXXX XXXX XXXX XXXX on XX/XX/XXXX. I also sent copies directly to the account officer XXXX XXXX. 
Fay servicing acknowledged receipt of my complete loss mitigation application by a letter dated XX/XX/XXXX ( marked as appendix D ). The letter advised that I will be contacted once a decision is reached. On XX/XX/XXXX, I received a letter dated XXXX XXXX from Fay Servicing ( marked appendix E ) denying my loss mitigation application and requesting that I pay the full amount due of {$8400.00}. It is pertinent to note that on XX/XX/XXXX, I called Fay servicing and spoke with a representative who intoduced himself as XXXX, he also stated that it appears my loan modification application was denied and I needed to pay the sum of {$8400.00} to bring the account current. I appealed the decision because I believed I qualified based on my income and low expense ratio. I faxed as well as emailed XXXX XXXX my letter of appeal. Please see appendix F. 
It is important to note that the amount billed is also incorrect because it is in excess of the regular $ 823 monthly payment. There was an escrow shortage of {$230.00} which led to an upward adjustment to {$910.00}, so the payment should have reverted to {$820.00} after the first few payments. I presume I should have an accrued surplus after the necessary reconcilliation.. 
However, I pulled my resources together and with assistance from my church organization, overnighted the full amount of {$8400.00} on XX/XX/XXXX. 
It was a big surprise to me when on XX/XX/XXXX, XXXX XXXX called from Fay servicing stating that I needed to pay an additional sum of about {$2300.00} to reinstate the account because my account was in foreclosure. 
You will note that there was a pending loss mitigation application until I received a letter on XX/XX/XXXX dated XX/XX/XXXX. which precludes Fay servicing from fast tracking my loan to foreclosure but they refused to abide by the this regulation. XXXX I sent the full amount requested before I got a call on XXXX XXXX. Furthermore, I never received any other formal letter after the letter dated XX/XX/XXXX from fay Servicing before the call from XXXX XXXX.

Company response to consumer: Closed with explanation