Consumer complaint received 2021-01-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: CA

Complaint narrative:
In XX/XX/XXXX the entire world enters a terrible pandemic, that we are still fighting. The government announced that the banks can help us with our mortgage, from the first moment I contacted my loan servicer FAY SERVICING working on behalf of XXXX XXXX. I asked for deferring my payments, Mr. XXXX XXXX, who told me that they will give me 6 months of forbearance, but I didn't know what does that mean in reality, they said that I DON'T HAve to pay during this period, however, I was in contact with them all the time because they sent me a letter saying that I have to pay on XXXX, I talked on XX/XX/XXXX to XXXX XXXX and explained to me that they just put one payment on deferral and the rest on forbearance, that I have to call every month to extended the forbearance. Every time that I called they told me different things until they sent me with a different Loan manager XXXX XXXX and he said that I have to apply online if I wanted to get forbearance again I have applied online and the 6-month forbearance was not really that the person that told me 6 months didn't know what he was doing. I told him that I will ask him to lower my interest rate. That now increased to 5.5 % when the market is at 2.5 %. Mr. XXXX laughed and said that that is not possible because a lot of borrowers what to be modified every time and I already had a loan modification during the last recession period, I told him that this is a worldwide disaster. Since then I have been applied every month to modify my loan and ask for a payment plan. They denied me every time, I realized that they don't want to help people and they want to foreclose my property. I'm not denying to pay! I WANT A PAYMENT PLAN, what bases they have to deny a payment plan? Mr. XXXX never answer the phone, it is really hard to get someone on the phone and ask if they won't foreclose. The last time that I applied was in XXXX, I SENT All Documents required and they were asking me for a DEAD CERTIFICATE, I called and told them several times that I don't have a death in the family, In the meantime, they sent me a Notice of Dault arguing that my application was incomplete, IN THAT TIME THAT I SUPPOSED TO BE PROTECTED It was incompleted because they continue asking me for a DEAD CERTIFICATE that I never can comply with. That is DEPREDATORY LENDING. As of today, THEY SUPPOSED TO RESPONDED last of my application submission, I CHECKED THE SYSTEM AND the case shows closed, they HAVE NOT TELLING ME WHAT WAS THEIR RESPONSE. I'm protected until tomorrow and I called and nobody can tell me what was the conclusion. They are waiting until I'm not protected for this application to started the process of foreclosure. They made 2 BPO and prove that my property has equity and that my intention is to keep Is their intention to foreclose? Today XX/XX/XXXX I called again and the only solution so far without getting a resolution letter, they are asking me to pay a minimum of {$25000.00} or they will start the process of foreclosing. Mr.  XXXX is the only one that can give me information and he is not responding. If the federal government ordered them to try to help us, why this depredator lender is not willing to do it. It is a global pandemic situation Why they sent me an illegal Notice of Default when I had sent all my documents except for a DEAD CERTIFICATE. That is called treachery and advantage. I'm asking them to allow me to pay little by little and LOWER MY INTEREST RATE, it is so high. I'm A SINGLE MOTHER TRYING TO KEEP THE ONLY THING THAT I HAVE. Luckily Mr. XXXX has a job but there are millions that can't pay their principal needs. In addition, I paid almost all the months and they are overcharging me and charging late fees when in forbearance does not suppose to happen

Company response to consumer: Closed with explanation