Consumer complaint received 2023-09-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Fay Servicing, LLC
State: CA

Complaint narrative:
This is in regards to Fay Servicing a horrible loan servicer that should be shut down. 

We are behind on our payments, we are struggling due to loss of income ( husband forced to retire due to XXXX ) so our income has been drastically reduced and then factor in costs for medical insurance and everything else and we got behind by 4 months. 

Fay is horrible to work with. You call and get the runaround from one agent - XXXX XXXX who is rude, un-professional and does not help you at all. His title is XXXX XXXX and frankly he XXXX  at it. If he is the single point of contact, he should be fired. 

I had enough funds to make a payment, online payment access was no longer available which is another issue I have with them. Not sure why consumers get cut off on making any sort of payments online. 

So, I called the week of the XXXX I believe and had the unfortunate experience of speaking with XXXX XXXX. I don't recall which date or time. I had told XXXX I had funds to make a payment and wanted to make a payment and he told me no I couldn't make XXXX payment, I had to pay the entire amount. I can not believe they would not accept one payment. For all he knew the rest would be coming by XXXX but didn't give me any chances because after telling me no I became upset. Told me I need to speak with the loss mitigation department so I said transfer me there and again he refused. Basically, XXXX refuses to provide any guidance or help and just keeps telling you rudely you have to pay the entire amount. 

Fast forward to XX/XX/XXXX, my husband called and spoke to a different agent, this time a woman who was more sympathetic and helpful and told us if we could pay the arrears by the end of the month we would be good. The amount she gave us to clear the debt was XXXX and that we didn't need to send it special, meaning we could send it in as if we were making a payment to the normal XXXX IL address. I wrote out a check and mailed it on Wed XX/XX/XXXX. 

Fast forward to XX/XX/XXXX. My husband called to let Fay know that the check was in fact mailed, on it's way and just wanted the agent to make a note so no further negative action would be taken. My husband also had the unfortunate experience of speaking with XXXX XXXX and it did not go well at all. My husband became very upset and irate over XXXX 's lack of professionalism and rudeness and the run around yet again. My husband called every number he could find on Fay and XXXX answered every single one. It's like he's the only employee working there and he should be fired. XXXX also refused to put a supervisor on the phone after my husband repeatedly asked for one, at one point he finally relented and sent my husband to the VP 's voicemail. Still waiting on a call back. 

My husband tried explaining to XXXX that we mailed the check for the XXXX, all we wanted was to make a notation on our account. XXXX told him that was the incorrect amount and that they will not accept our check and would send it back to us because it's incorrect even though that is the amount we were told by another agent. So, again my husband became irate. At that point XXXX said, oh never mind that was our mistake the correct amount given to you should've been XXXX. He didn't apologize. So, I had to place a stop payment on my check because I don't trust this company not to deposit it. So, I feel Fay owes me {$25.00} ( stop check fee ) for providing incorrect information to begin with. Why couldn't they just accept the original amount and I would've sent the additional funds needed. Why the game playing. 

I now have to waste another check and this time I will need to mail it overnight since I can't depend on Fay to admit receiving it or not since they appear to like to play games with consumers by losing things, we didn't get it, you need to talk to this person who never ever picks up the phone etc ....

I've emailed Fay about the bad experience with XXXX, I got a generic apology and that was basically it. I think it said it would reach out to our account manager whoever the heck that is. So, I emailed back and asked who is our account manager. I've never received a letter or a call from an actual person saying this is our account manager. I said I want a name and a direct number, none have been provided. I asked them to send loan modification paperwork which to date I have not received. All games from Fay to make you lose your home to them.

The last time we fell behind and asked for help, we wanted a loan modification but instead received a 2nd mortgage. They took the arrears and turned it into a 2nd mortgage. We took it because we didn't have any other options nor were any provided to us. They just said here, we'll do this so now we still owe our original mortgage, a 2nd and our payment is still too high for us to maintain currently. 

I don't know if that is legal or not. It seems as if they hire people like XXXX to intentionally give you the run-around so you give up frustrated and Fay can take your home. 

I want an actual person to work with that has a direct line, not some XXXX number that brings me back to the queue to talk to XXXX. I want someone to actually provide solutions to our crisis, I want help. I've lived in my home for 20 years but do they care, XXXX  no they don't They want your house so they can sell it to a bigger corporation and be greedy. They do not care about their consumers and based on the CFPB 's lawsuit from XXXX that would seem to be the consensus of others. 

They are not a good company to work with, they are beyond shady and un-professional.

Company response to consumer: Closed with explanation