Consumer complaint received 2018-11-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Fay Servicing, LLC
State: PA

Complaint narrative:
I received a letter dated XX/XX/XXXX that Fay Servicing LLC will continue all arrangements with my existing forbearance plan. Effective XX/XX/XXXX the servicing of your mortgage loan is being transferred from XXXX XXXX XXXX XXXX ( XXXX ) to Fay Servicing , LLC. This means that after this date, Fay Servicing LLC will be collecting your mortgage loan payments from you. Nothing else about your mortgage loan will change. It goes onto state : Loss Mitigation in process ( e.g. trial or permanent modifications forbearance plans or short sale/deed-in-lieu agreements ) with XXXX will be transferred to and will continue with your new servicer. You may contact either XXXX or Fay Servicing , LLC to determine the status of a loss mitigation application that remains pending at the time of transfer. Fay Servicing , LLC may require new supporting documentation from you to be considered for a pending application. 
During my loan forbearance period of XXXX, XXXX and XXXX of XXXX I have made my payments as required in the amount of : {$380.00}. As previously submitted my bank statements show payments posted to my bank account on : XX/XX/XXXX to XXXX for {$380.00}, XX/XX/XXXX for {$380.00} and XX/XX/XXXX for {$380.00} to Fay Servicing. I attempted to make my next regular payments in the amount of {$630.00} for the next 2 months and was told to hold off per XXXX XXXX at Fay Servicing, as I was required to complete another packet of borrower assistance paperwork that was emailed to Fay Servicing on XX/XX/XXXX. After speaking to XXXX regarding my tenant XXXX XXXX giving me cash payments for her bi-weekly rent, I was told resend page 2 of the assistance paperwork removing the {$500.00} in rent received and only use my income. As for not being able to show how the cash payments were being used as I had not deposited them into my bank account, however used the money to pay for my local expenses ( cable, water, sewer and groceries with this money. ) However, was told by XXXX to not adjust my page 3 paperwork for the monthly household expenses and debt payments which would have showed me as being over extended without being able to use the {$500.00} in monthly rent. This paperwork was sent to Fay Servicing via email on XX/XX/XXXX. Then on XX/XX/XXXX I had to send additional documentation regarding a settlement I received from a prior employer. 
On XX/XX/XXXX I received another letter from Fay Servicing dated XX/XX/XXXX with an Appendix A stating I was unable to be approved for any loan modification programs due to my income, and my only option was a short sale. I called several times requesting to speak to a manager regarding my account and was told that a manager was not available, and unable to review my account. However, if I wanted to appeal my case I am to send my request via US mail by XX/XX/XXXX and a manager would review. 
I was able to appeal my first set of paperwork as my son moved back with me however I went through an appeal again on XX/XX/XXXX sending revised borrow assistance form. I was contacted again on XX/XX/XXXX from Fay Servicing to get my son 's tax returns, which was emailed to them. Then I contact Fay Servicing on XX/XX/XXXX for follow-up on my loan modification as we were getting to the end of the 30 day window only to find out my mortgage was sent to another servicer and I potentially have to wait another week to 90 days for the paperwork to be evaluated. This is unfair as I have been trying to make my payments, and sending paperwork six times ( 2x-USPS, and 4 times via email to Fay Servicing ) and I still do not have answer if I will be approved for loan modification.

Company response to consumer: Closed with explanation