Consumer complaint received 2021-07-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: CO

Complaint narrative:
I am filing a second complaint against this company for lack of action or attention to my case. TWICE now in three months, I have submitted paperwork to request a loan modification or payment plan. TWICE now, no one has even bothered to look at the paperwork. This is the most recent timeline of events : I resubmitted a payment plan application on XX/XX/2021, as the previous application I had submitted on XX/XX/2021 [ and was never reviewed nor processed ] was pending expiration. The XX/XX/2021 packet included the two most recent paystubs for XXXX and XX/XX/2021 [ as requested ; Note : I am paid at the end of each month ]. On XX/XX/2021, I called for an update and was told the middle pages were missing. I resubmitted them on this same date, via email AND fax. On XX/XX/2021. I called to ensure all pages had been received and was told that my packet was complete '', all necessary documentation had been received and that my file was now " in underwriting. I was instructed to check back in a couple weeks. Today, XX/XX/2021, I called for that update and was told that my file is in fact NOT in underwriting, NEVER WENT to underwriting and that no one will be reviewing my packet. No one can provide an explanation and said it is now " too late to do anything. This is now the second time in three months where I have submitted EVERYTHING that was requested within the promised timeframe. This is also one more time where I have been provided inconsistent, inaccurate and misleading information. No one even bothered or tried to review the information I submitted. I have followed every directive and request but have not been met with equal participation from Fay Servicing. Now I am being told that " you have plenty of equity in your home, it seems like your case is just falling through the cracks. 
I also went through this process in XX/XX/2021, where all requested information was submitted but no one reviewed that packet either. The company tells me they " want to help '' me stay in my home and that " they don't want to take '' my home, yet their actions are clearly not backing this up. Today, XX/XX/2021, I emailed two supervisors, XXXX XXXX and XXXX XXXX to request an " exception '' which supposedly could prompt someone to actually LOOK at my file? I was told to " be the squeaky wheel and call three times a day until you can talk to someone. '' I also need to work and am not sure if I am supposed to keep taking vacation time to talk to people who wager how many hoops they can make me jump through before selling my home. 
Please know that this is my second complaint filed against this company since XX/XX/2021. I thought the CPFB complaint would remain open until Fay Servicing actually reviewed my file, but the complaint was closed prematurely [ XXXX XXXX ]. I have means and ability to pay. I have worked very hard to get back on track after unexpectedly losing my government job after nearly 12 years. I have lived in my home for 14 years. I have " plenty of equity '' in my home, but my case " is falling through the cracks '' at Fay Servicing. I was told they " aren't doing their job if they force my home into foreclosure '' but apparently not everyone in the company shares that mentality or expectation. The first case manager, XXXX XXXX was aggressive, hostile and did not do a single thing on my case for the first few months. While he is no longer with the company, I am still playing catch up from the work he did not do. Thank you in advance for any help in getting them to do their job. The sale of my home is scheduled in two weeks XX/XX/2021.

Company response to consumer: Closed with explanation