Consumer complaint received 2021-05-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Fay Servicing, LLC
State: CO

Complaint narrative:
My mortgage has been sold twice now. The currently company is Fay Servicing XXXX XXXX XXXX and they have been giving me inconsistent information over the past month and a half. I was in a forbearance with my original servicer, XXXX XXXX, after losing my govt job of 11 years when I had to report my supervisor for falsifying govt documents. I was suddenly and unexpected in a terrifying situation, but was trying to find my way through. XXXX XXXX put me on the forbearance until I found a new job, with the promises of either paying interest only or principal only on the outstanding balance, or adding back into the loan. When I went to make my final forbearance payment and had successful employment again, I was told that my loan had been sold. The next company, XXXX XXXX XXXX (  XXXX ) never answered their phone, had recordings their offices were closed and did not communicate with me. I finally was able to talk to someone who said I needed to resubmit the paperwork I had submitted to XXXX XXXX for a refinance or some payment plan. They denied all efforts and stated they were going to take my home. Covid hit and my loan was then sold to Fay Servicing. XXXX  never notified me that they sold my loan. Fay told me that I again needed to fill out paperwork and that they " would run the numbers until a repayment plan would fit my needs. '' That they would help me get back on track ( I now had a new job with significantly more income ). I had to talk to a different person each time because the person assigned to my loan would never call back. I submitted all the requested paperwork on XX/XX/XXXX and again on XX/XX/XXXX with the assurance that they were in the business of helping people and that I needed to give them 30 days to work this out. After calling the acct manager 's supervisor numerous times, he finally called me and was extremely aggressive, judgmental and hostile toward me. I asked to speak with his supervisor and he refused - it's all on their tapes, if they actually records calls. I filed a complaint with the legal dept who said my file was missing many documents. I asked for a new account manager but was refused. Now, 30 days later I called for an update on my payment plan and to see when I can make payments I was told " nothing has been done on your account ; there is no payment plan. '' The acct manager documented I need to pay all or nothing and they would foreclose in XX/XX/XXXX. I again left messages for the supervisor and the legal department. No one will call me back. No one has done what they said they would do. My requests have been for one consistent person to talk to, to help me figure this out, to ask me questions if needed and to get this on track. All requests are being ignored. I don't know who else to contact because they are not doing their job, the account manager presents as emotionally unstable and intentionally avoiding doing his job. PLEASE HELP ME!!!

Company response to consumer: Closed with explanation