Consumer complaint received 2021-12-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: NC

Complaint narrative:
My husband XXXX lost his job due to XXXX in XX/XX/XXXX I called my mortgage company, XXXX XXXX XXXX XXXX and filed for a XXXX forbearance program. The forbearance was granted on XX/XX/XXXX for XXXX months, I then applied for a second forbearance and was granted that on XX/XX/XXXX for nine months. The forbearance plan was verbally thought to end with a modification of the balance being due at the end of the loan. On XX/XX/XXXX ( XXXX with XXXX was thru XX/XX/XXXX ) I received a letter that the ownership of my mortgage had been transferred to Faye servicing LLC and my account managers name was XXXX XXXX the balance of my loan at that time was {$100000.00} on XX/XX/XXXX I received a packet from Faye servicing morning taxpayer identification information I filled out this information and sent to Fay Servicing with a modification application. On XX/XX/XXXX I received a letter stating that my loan was in default for {$8600.00} I called to speak to XXXX XXXX with no success I was able to speak to a guy name XXXX that told me my modification needed more documentation I sent that documentation to Fay Servicing immediately. On XX/XX/XXXX I received another letter from Faye servicing that my loan was in default of {$7900.00} ( I had made a payment on XX/XX/XXXX of {$720.00} ) my modification was still not worked out I received a second notification on XX/XX/XXXX stating that they had received all my information for my loss mitigation application and I should have an answer for it within 30 days. On XX/XX/XXXX I received another letter stating that my loan was in default for {$8700.00} which I called and told them I had a modification and they agreed the modification was in the works. On XX/XX/XXXX I received a letter stating that my application my modification application was incomplete that I needed to send more information in which I did immediately I have tried to contact XXXX XXXX several times trying to get an update on this from the beginning of XXXX through XXXX I finally asked to speak to his XXXX her name is XXXX XXXX, and basically filed a complaint about not being able to reach my account rep and not knowing the status of my modification, which meant nothing to her, she was unconcerned. I received my modification paperwork on XX/XX/XXXX stating that my modification would be a 6 % loan with monthly payments of {$880.00} ( {$680.00} + {$190.00} for taxes and insurance ) with a balloon payment in the amount of {$61000.00} after my modification was complete. Making my total mortgage to be close to {$170000.00} for a {$100000.00} original loan balance. I made my ( XXXX ) trial payments of {$910.00}. I did not accept this modification as it was not meant to help me as the homeowner. I immediately tried to refinance my loan and was told I could not because the XXXX payments that I had made to Fay Servicing to start my modification plan was added to the balance from XX/XX/XXXX instead of anything current that was owed to Faye servicing. My Fay Servicing mortgage statement shows past due balances from XX/XX/XXXX to present date therefore XXXX XXXX would not refinance me because of the past due mortgage payments. To say this has been a nightmare is an understatement. I have had horrible communications from Fay Servicing, which as caused me undue XXXX  and XXXX

Company response to consumer: Closed with explanation