Consumer complaint received 2016-10-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Fay Servicing, LLC
State: TX

Complaint narrative:
My mortgage company transferred my acct with no notification To Me, Rather I did n't receive Notification from any parties.Plus I recieved a statement requesting payment from XXXX XXXX for XXXX due to them. 
I am late on my payments as of XXXX 2016 during this time. I had a money order made out to XXXX XXXX. I was n't able to pay XXXX XXXX due to the fact of the transfer and I was made aware of that on XXXX XXXX By a rep from XXXX. They gave me a phone number to the new company at that time. Fay Servicing. I made a call to them explaining my situation. I was told by a manager that I had a grace period and that I should have received a Goodbye letter from XXXX XXXX and a welcoming letter from Fay Servicing I did not receive nothing from either institution. 
I still had the matter of the money order made out to XXXX at no fault of my own. I was having trouble cashing it due to the endorsement. Finally after a week of fighting for someone to help with the Money order, I sent the payment with the info, I was given over the phone, By a rep from Fays Servicing.Then that Payment was returned from Fay servicing because of another error. So here we go again, I sent a email attachment of the returned payment to my Acct holder XXXX XXXX explaining what happened he never responded. I again requested I be sent a statement from Fay servicing in order to make a successful Payment I waited ... He claimed he sent me one.. NO he did not. until XXXX/XXXX/2016 I received it now all this time has passed. I call he is unavailable, If I miss his call due to no signal I will call him back failed communication, So I email no reply for days..But just to tell me he is missing info That later confirms he did receive. I also sent bank statements and info I was explained in the Borrow assistance form in which he continued to claim he never got, I re forwarded emails, I sent to him again he claimed he never received permission to speak to me thru emails ... again a lie.. ( He ) XXXX XXXX has not been checking his emails, I suppose, Before addressing me. So now it is XXXX/XXXX/16 I received a letter demanding full payment not taking into accord all the problems I asked for a supervisor, The info is not consistent with the info I get from XXXX XXXX. He is rude and seems to me like he has been stalling in order for me to lose my home. I am out of work, I am also struggling with illness, I have a XXXX case still open with XXXX, I do not believe that all these troubles are being considered as far as XXXX XXXX one minute saying he never received my emails with the documents needed to apply for assistance of deferment. While I am on the phone he then will acknowledge he received them. I spoke a week ago past to a supervisor again complaining of the lack of help from XXXX XXXX, she told me they needed a form, I immediately sent it. she acknowledged the receipt of said documents .Today again, I received a call denying he received the documents ( HE ) requested them again, then I went on to say Oh, it was a over sight on his part, can you repeat that then he told me I was being argumentative and he was n't going to listen to that. I was simply trying to bring to his attention that he fails to acknowledge my emails with all said documents, Instead killing much needed time to avoid the default letter. Also after the payment that was returned I attempted to make a payment online in which debited the full amount owed XXXX in which I was trying to make a {$700.00}. payment I had to stop payment due to the ( error ) it was on a Friday and I was not aware it debited that amount until Monday when I called ( Customer Service ) said they could not help me, that I needed to talk to my bank and stop Payment in which I did, Now they are charging me {$10.00} for Nsf?? I believe this a scam I do not know what to do at this point?

Company response to consumer: Closed with explanation