Consumer complaint received 2015-03-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Fay Servicing, LLC
State: IL

Complaint narrative:
Ongoing problem with my statements not reflecting the truth according to the payments we are making. My Escrow account disclosure statement on XXXX/XXXX/XXXX reflects a new payment amount of {$1100.00} effective XXXX/XXXX/XXXX. XXXX XXXX, XXXX, I attempted to pay the new premium online at the new rate, low and behold it is still reflecting past due amount for XXXX XXXX, and I could not adjust the rate for the new payment so, I was forced to pay {$1400.00}. The payment cleared my account on the XXXX XXXX XXXX. According to my Fay Servicing mortgage statements, there 's a continuation of an ongoing situation stating that we are behind a payment on the statement. Why does n't the transaction history include my XXXX XXXX payments to Fay Servicing? The account has never been up to date according to my statements, we make payments regularly, on time and at times we have made XXXX payments. XXXX payments were made in XXXX XXXX for {$2500.00}. XXXX payments were made XXXX XXXX XXXX XXXX XXXX, XXXX and XXXX XXXX, XXXX ) for a total {$3600.00}. XXXX XXXX XXXX wanted XXXX payments at {$1800.00}. When I inquired about the XXXX Statement I had n't received, she got really agitated. I did n't see how that money changed the mortgage statement account balance, I had already received XXXX XXXX, XXXX statement but not XXXX XXXX, I wanted to compare statements and then I received XXXX XXXX, XXXX statement with a payment behind. Each month there after XXXX XXXX, XXXX, as requested by Fay Servicing we sent more money than originally set by the agreement with XXXX Mortgage. XXXX Mortgage was {$1200.00}. Paying the higher amount did not reflect change to the mortgage statement balance due. We continued to incur late fees and statements always behind. During a conversation with XXXX XXXX our new account manager, we thought we would get some remedy about the payment previously made for {$1800.00} in XXXX XXXX, how was it applied? XXXX XXXX said we had an outstanding balance but, vague conversation as to the reason. Nothing put in writing from the account managers. He stated we were still behind a payment. He could never state were we missing a payment. Even with the XXXX XXXX XXXX. I asked 'why we are paying so much money whatever we owed should be satisfied by now! Then we asked about the escrow and he was also under the impression we were paying the insurance and I explained that we pay it separate. On or about the XXXX XXXX XXXX, during another conversation with XXXX XXXX discussing my account, I checked my bank account as we were speaking and realized he had withdrew {$2100.00} out of our checking account. I asked why he did that. He said he must 've misunderstood me in our previous conversation. I asked what were you thinking! I 'm questioning him about the {$1800.00} from last month and you still say we are behind. And you 're saying {$2100.00} is for XXXX XXXX, not even XXXX XXXX. What was it applied to? Why would you think I would be okay with that amount? XXXX XXXX said you have the suspense amount of {$780.00} and you would n't have to make a payment until the beginning of the year XXXX and you will have a positive escrow come XXXX XXXX. How did the account go from having an escrow balance of {$1200.00} on XXXX XXXX, XXXX on the mortgage statement, XXXX/XXXX/XXXX statement date received in the mail XXXX XXXX, XXXX? Amount due {$1900.00} then XXXX XXXX statement has another late payment even though we made the payment before statement date. 
Why was all that money put into the Principle and Interest Account on the XXXX XXXX, XXXX statement and the amount due was {$1900.00}? If we are still behind in payment! 
We were refunded {$700.00} XXXX XXXX XXXX. On the XXXX XXXX XXXX we paid {$700.00} and used the balance {$780.00} in the in the suspense account as XXXX XXXX said was available. 
XXXX XXXX, XXXX statement do n't show {$700.00} from our check acct.

Company response to consumer: Closed with explanation