Consumer complaint received 2024-07-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Fay Servicing, LLC
State: MD

Complaint narrative:
My inital complaint was the lack of communication between Fay Servicing and myself. You guys closed this complaint after they made a respond. But my problem was never completed resolved. So, they approved my paperwork for the Loss Mitigation but I did not receive any paperwork indicated such as I stated. I did not signed anything indicating I agree to the term of the Repayment. So, I'm asking for paperwork and break down of how and why? 

So, I thought before choosing a repayment plan, they had to make sure I understood the requirement of the plan and whether you will be able to make the new payments. And don't signed anything until you're sure you are agreeing to do. This is coming from Consumer Financial Protection Bureau website. 

Since Fay Servicing won't call me or send me the proper documentation for my purposes. So, the company responded to the complaint on XX/XX/XXXX. I wasn't aware of the approval until I review the complaint from this website CRPB. So, I never review the response from the complaint of Fay Servicing, I would have not know that a payment was due on XX/XX/XXXX to start the Repayment Plan. But when I contact them trying to get some information everything felt on a deaf ear and no feedback. 

So, since they response to compliant well, then I'm making a formal complaint of no contractual documents, in which this company wants to hold me responsible for something that I did not receive. I will continue to make the payment, but not on there terms until I get something in writing outside of these complaints. Something formal that was sent to my house for me to review and sign if I agree to the terms. 

I'm not too sure what practice is this company is doing, but this is no way professionalism. 
1. I have questions about your loan balance as of XXXX and payment history since XXXX until now 2. I still waiting on mailed copies of the denial letter and approval letter from XX/XX/XXXX. 
3. I want the details of the Repayment Plan when it starts and when it ends with the breakdown of the math. 
4. Since a letter was sent to the house in reference to increase of payment based on the escrow how does this effect this Repayment Plan... 
5. According a letter that was sent last year the escrow increase supposed to end in XXXX or XXXX of this year. So, how does interact with the new escrow when I didn't finishing paying off the last escrow increase. And now the new increase of escrow payment suppose to start XX/XX/XXXX according to the paperwork that was sent to the house. 
6. But I can't get a copy of the Repayment plan or the approval letter. I have questions and this company is not in the business in providing information in a timely manner. 
7. If you call the XXXX number then you have to go thru all these prompt just to get to someone answer machine. 
8. I'm in entitled to some type of documentation stating these repayment modification and i actually thought I was suppose to agree to the terms and signed so they will have something on record that i agree to those terms. I did not receive any paperwork or any sort as of day. XX/XX/XXXX. I need help ... Second Complaint 9. They are avoiding me and refusing to give something in writing beside what they give to these websites. 
10. At this point, I tired of the same issues with them. What they want is my house so they doing everything for me not to keep it...

Company response to consumer: Closed with explanation