Consumer complaint received 2020-06-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: IL

Complaint narrative:
The loan was transferred over in XX/XX/2020. I'm a successor in interest on the loan and has been confirmed several times starting with the original loan. Fay Servicing received the loan in XX/XX/2020 and to this date XX/XX/2020 I have not got passed square one with anyone. I sent documentation to the successor in interest department. XX/XX/2020, XX/XX/2020 and XX/XX/2020. I heard back one time and that was in XX/XX/XXXX stating they couldn't prove my identify. I sent as requested in XX/XX/XXXX a copy of my driver 's licence, a copy of my mother 's death certificate, a copy of the deed, a copy of my mom 's ID. I was informed by letter a few weeks later I needed a copy of my birth certificate to prove my identify. I can not locate my copy at the moment and unsuccessful in obtaining one at the time due to the closure of the XXXX county recorder of deeds due to Covid 19. Everything is currently closed until further notice. So i call weekly to explain this and quite often is rushed off the phone, stating they're not able to share information with me. 

I tried to explain that if the system says I'm a successor in interest on their records somewhere down the line it had to be confirmed. The last two loan companies never requested a birth certificate. My phone number is the number that shows in the system and when I call in, the system recognizes my phone number. I live in the property and have for many years with my mom the deceased borrower. The house is set for auction XX/XX/2020. I want to retain the home and assume the mortgage. The foreclosure attorney reached out to Fay servicing on XX/XX/XXXX to try and assist me with the matter, because my name was motioned and fiiled in the foreclosure case. To my understanding Fay servicing has not responded back to the foreclosure attorney that's going after the debt with the first loan XXXX XXXX. That's where everything was confirmed and went on to the second loan company after XXXX XXXX transferred it. I sent in paper work again to the SII department showing a court order of " me '' being on the court documents for foreclosure. My question how can I have a court document showing XXXX XXXX VS " me '' unless somehow I'm connected to the borrower and the loan. 
I also sent documents of the deed again showing my father ( my mother husband ) at the time of death is on the deed. Making him the next in line, however my dad is XXXX and I have a guardanship letter from the court stating I'm the guardanship of the estate. So that to me should even allow me to speak on the account and waive the birth certificate until I can get a copy. Which I have to wait until the City offices opens back up. This issue has been going on for 3 months now and i haven't got passed a 3 minute conversation with the representative to ask if someone could just go over the documents. I have left numerous voice mails for the contact person for my file. I have yet to speak to him but one time and that was in XX/XX/XXXX. I'm trying to get passed all this and get some type of loan modification or assistance. The loan amount is growing and right now is half of the house. Please help me in this matter.

Company response to consumer: Closed with explanation