Consumer complaint received 2020-05-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Fay Servicing, LLC
State: VA

Complaint narrative:
Case XXXX summited XXXX XXXX I was to busy at this time that I do not have time to log in here on time for my feedbacks I am sorry that I am working 9 hrs a day. 

FAY SERVICING a. In your complaint, you state that you were advised there would be no late fee assessed after the transfer of servicing from XXXX to Fay. Your complaint goes on to state that you were assessed a fee. 

There are two of us in this Mortgage XXXX XXXX who will make the payment every XXXX of the month.

I make the payment on the XXXX of the month This was we agreed with XXXX XXXX. 

The only time I pay late was XX/XX/XXXX because Fay will not accept my payment due to incomplete paperwork at this time I was told no payment to make a phone payment.

I never make a payment after the 15th of each month. I knew it from XXXX XXXX that we will be assessed a late fee on the 16th of the month. 

b. You indicate in your complaint that you were assessed a fee although you were previously advised there is not a service fee to make a payment by phone. 
After review of the account, we have determined that no error occurred. There is no charge for telephone payments made using your touch-tone telephone. The enclosed Welcome Package that was mailed on XX/XX/XXXX, verified this information. However, as you were advised by a Fay representative on XX/XX/XXXX, there is a {$12.00} fee assessed when completing a payment with one of our employees who has to manually process the payment request. At that time you advised you would make the payment online. Our records reflect you completed the payment using our automated telephone system. 

XXXX. My mean complaint here is that they missed up my XXXX Payment. It is not about the fee XXXX. I included this in my statement to be consistent with Fay activities. 
I was told about the fee of XXXX but, wasn't told why? or how they collect the payment my business was to authorized them to take my payment how they do it? I don't know that. 

c. You state that we advised your financial institution did not honor your payment but you were advised by your financial institution that we did not attempt to process a payment. 
After a reasonable review of the account, we have determined that no error occurred. The payment in the amount of {$800.00} processed on XX/XX/XXXX, using our automated system was returned on XX/XX/XXXX, due to an invalid account number. 

This is false, I never say anything about my financial institution did not honor because did not happen. No attempt from Fay to withdraw money in my bank as I mentioned in my complaint. I made a payment on XX/XX/XXXX, and it returns XX/XX/XXXX, due to invalid account numbers. after I give the account numbers they confirmed it by reading the numbers to me then I confirmed prior to ending that call. I want the recording of these calls they claimed at the beginning of the call that the call is recorded. They input the wrong account numbers how is that my fault? 

Its a lie, I never have NSF, again no attempt of withdrawal from Fay in the month of XXXX I strongly disagree with Fay response. 

FAY.on XX/XX/XXXX ; however, the reason code E indicates it was the result of an invalid account number. We apologize for any confusion this may have caused. 

XXXX, they never apologize, they never admit their mistake, they harassed me with angry tone voice in the phone call telling me they want the money now? 
When I asked them to read to me the account numbers that is how I noticed there were too many extra numbers they never advise me I caught it that the wrote down the wrong numbers again. They lied I was never given any confirmation numbers. I want the recorded of this conversation to see who is not telling the truth I disagree with their false statements. 

d. In your complaint, you state that you were advised of a payment in the amount of {$1600.00} that was returned as NSF. You further state that you did not authorize this payment. 
After a reasonable review of the account, we have determined that no error occurred. Our records indicate that you spoke with one of our representatives on XX/XX/XXXX, and advised the returned payment in the amount of {$1600.00} had been made by XXXX XXXX as you each pay a portion of the monthly payment. You requested your bank account information be deleted and you would mail the next payment. 

XXXX I wasn't sure the total amount I don't see it in writing, I only remember mentioned by you guys over the phone conversations. I never request to my bank to be deleted. There is nothing to tell my bank to delete. I do not make the XXXX payment. You lied again here. you are putting words into my mouth. 

I was never told that XXXX XXXX who submitted the payment of XXXX. The representatives told me that I submitted XXXX and it was return NSF. I never make online transactions only phone calls I want a copy of the return NSF in the amount of {$1600.00}. 
You harassed me in this accusation that I make a payment of XXXX and returned. DO you know its a felony to write a bad check in the large amount? I want to know which bank account XXXX? It is a crime for someone to make a payment using another person 's bank account numbers? Why your rep. calling me about the payment that I never make? Why you do not call XXXX about the payment he made. XXXX and I are two different individuals we are not connected. Any wrongdoing he makes he is responsible for it. I am responsible for mine. 

e.In your complaint, you state you completed a payment through your financial institutions online bill pay service and advised the payment ( s ) were received by Fay on XX/XX/XXXX, or XX/XX/XXXX. You go on to state we advised only one payment was received and requested a copy of the cashed check if an additional payment had been made that we did not have record of. 

This is False lie big time. 
You guys called me collecting the payment for XXXX. I told you I went to my bank on XX/XX/XXXX and asked my bank to sent the money to you after they created my Bill pay account. I asked the rep. if they get my payment they claimed no. I called my bank and asked if my check was cash? They said that Fay Servicing cashed the check XXXX XXXX XXXX. I called Fay again and told them about the check was being cashed they told me they can't find it that I should go to my bank to get a copy of the cash check so they can trace it and maybe it was applied to another account? its a lie, my bank told me that the second check was received on the XXXX but not cash. My bank advised me to stop the payment in that check for safety I pay XXXX for stopping it. 

f. In your complaint, you state you have left numerous messages for your Account Manager, XXXX XXXX, and have received no return calls. 

I am working if he calls me back I can't answer all the time I email him. I log in to the Fay site to the customer service, I click his email address and emailed him. He never replies I spoke to him one time when I told him I will mail in the check. That is the truth. 

To harrassed people to collect money with a scare tactic. I don't think that is allowable by-laws

Company response to consumer: Closed with explanation