Fay Servicing, LLC

2018-10-31

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Multiple attempts have been made to Fay Servicing to provide an amount to reduce our monthly escrow payment which would reduce our overall monthly mortgage payment. This is a breach of the contract. Additionally, our original contract provided an option to make our monthly payment in two installments which Fay Servicing is not allowing. These deceptive practices by Fay Servicing we believe is an attempt to force us into a foreclosure. We want to pay at least half of our monthly escrow amount to reduce our overall payment, if not the full annual amount to further reduce our monthly obligations.
Company Response: Closed with explanation

Timely Response

2018-10-31

Calumet Park, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-31

South Florida, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My mortgage was reassigned to Fay Servicing, effective XX/XX/XXXX. On XX/XX/XXXX my home substained major damage as a result of Hurricane Irma. I filed an insurance claim through Fay Servicing and throughout the process, my account manager was reassigned 5 times from XX/XX/XXXX through XX/XX/XXXX. During this time period I applied for mortgage modification twice and each time, I had to contact Fay Servicing to receive an update of my package, and each time I spoke with a different agent, who related different information concerning my package. After paying my contractor money to repair my home ; I attempted to make a payment to Fay Servicing, however I was told they will not take a partial payment, I had to pay the arrears in full and in order for them to consider my modification package, I would have to obtained Homeowners Insurance ( which was not mentioned in the document requirement package ). Each month my mortgage get further behind and I do not know what to do.
Company Response: Closed with explanation

Timely Response

2018-10-30

Bethesda, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-30

Warrenton, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Fay servicing is engaging in unfair and deceptive acts and practices and in violation of federal consumer and financials laws. Fay Servicing misled me a XXXX XXXX Veteran about its debt collection practices and also unfairly froze us out of our account without adequate warning preventing us from making payments on our account. Fay Servicing unfairly restricted our account access when our account was delinquent preventing us from making all payments. Fay Servicing needs to correct its debt collecting practices. Consumers need to be able to cure their default by making their loan payments by the cure of default deadline. At this time we are still frozen out of our accounts from making payments. In addition when our assigned account manager set up our payments he scheduled the payment to process from the wrong bank account resulting in the payment being returned. We emailed our account manager the correct account that the payments needed to be setup and still the payments were setup incorrectly. We did not receive a confirmation with details of the payments the account manager setup with banking information so we had no access to realize the wrong bank account was used until we received a notification from our bank. In addition to correct his mistake the account manager told us he setup new payments and gave us a confirmation number. Days later no payments processed and when we called into Fay Servicing were told no such withdrawals were setup matching the amounts and date we were told under the confirmation number. Fay Servicing misled us about it debt collection practices. We were informed that online access would not be restored for us to make the payments to cure our default. When we called in to make the payments we were told by account managers only our assigned account manager could accept the payment. We called our account manager several times without success. When we finally received a response from our account manager he stated he was out of the office sick and that the reason his supervisor did not contact us either is because his supervisor also was out of the office with a family emergency. Fay Servicing has misrepresented the consequences of falling behind on loans with the details in the threatening letters they mailed to us. Our account manager told us that as long as we made the payments within the 90 days of the HAMP rules our account would not go into foreclosure status. I informed the account manager of the notice of default my husband and I received in the mail threatening foreclosure. Our account manager informed us that Fay Servicing does not check the account records to see if we have a HAMP agreement before mailing out the default letters. The only account action we can take is to schedule payments through our assigned collection manager. When I mentioned this issue to my account manager he stated this was required because our loan was included in a chapter XXXX bankruptcy. It is not fair that account holders that have mortgages that were included in a bankruptcy and are attempting to make payments are frozen out of the system to make payments. Our chapter XXXX bankruptcy was closed out over a year ago. We were making payments on our loan successfully prior to Fay Servicing taking over the loan. Fay Servicing needs to implement proper procedures for electronic account restrictions.
Company Response: Closed with explanation

Timely Response

2018-10-29

Alta, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In contrast to as recent as XX/XX/XXXX the Consumer Financial Protection Bureau ( CFPB ) The Office of the Comptroller of the Currency ( OCC ) and the office of California Attorney General levying heavy fines against XXXX XXXX XXXX in excess of {$2.00} Billion for fraudulent activities perpetrated against hardworking mortgage holders. XXXX XXXXXXXX XXXX XXXX XXXX Senior VP of Lending and Executive Resolution Managers XXXX XXXX, XXXX XXXX and their entire team have devised a new scam to continue defraud Home owners, already defrauded by the Banks deceptive employees by transferring or selling their questionable Mortgage Loans to Fay Servicing. Both companies have been notified numerous times in writing by us of directly violation 18 US Sec.152 & 3571 making a false and inconsistent statements to the Chapter XXXX Bankruptcy Court . In the case of Fay Service, we have served written letters ( see attached ) begin XXXX of XXXX to cease and decease all collection attempts on our XXXX XXXX XXXX Account since Fay Servicing is third party to a debt already in dispute with XXXX XXXXXXXX XXXX, and therefore lacks proper jurisdiction as a debt collector pursuant to 5 U.S.C. 1692-1692p, to date we have been ignored while the harassment and collection attempts continues. It should be noted, XXXX XXXX XXXX in its deceptive attempt to unload a questionable debt to a third party debt collector Fay Servicing which in turn recruited XXXX XXXX an individual located outside the United States in the country of XXXX to further enhance the original fraud perpetrated on our mortgage account while making false statements to the Chapter XXXX in the XXXX XXXX of California. Fay Servicing on behalf of XXXX XXXX Mortgage apparently ignore our XX/XX/XXXX letter ( see attached ) and proceed to file a fraudulent Notice of Transfer of Claim with the Chapter XXXX Court on XX/XX/XXXX in amount of {$690000.00} via Transferee/Transferees Agent XXXX XXXX, XXXX XXXX XXXX, XXXX. In summary, the same fraudulent activity perperatered on us in XXXX by XXXX XXXXXXXX XXXX in Loan Modification Bait & Switch has now mushroom into additional fraud by all parties making inconsistent statements to the Chapter XXXX Bankruptcy Court.
Company Response: Closed with explanation

Timely Response

2018-10-29

Occoquan, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Fay Servicing LLC : 1. Has misapplied payments 2. Is unable to properly apply and track payments made bi-weekly 3. Is improperly charging me late fees. 4. Has improperly sent me late payment notices 5. The first time this happened, the VP of Account Management, Mr. XXXX XXXX was able to step through dates and payments to verify and acknowledge the above claims. 6. He adjusted my accounts to resolve the issue XX/XX/2018. 7. However, the problem persisted and XX/XX/2018 I was receiving late notices again. 8. In XX/XX/2018 my account had been reported past due to Credit Bureaus. Despite my having never missed a payment. 9. Again, after several phone calls, and walking the account manager through my payment history and filing a dispute with the Credit Bureaus. The issue was resolved. 10. However, the inaccurate statements persist, the late fees continue to be applied. And now, without my authorization, Payments I specifically designate for P & I and Escrow has been improperly applied to late fees, shorting the scheduled and proper P & I payments. 11. Attached are Supporting documents and extended narrative.
Company Response: Closed with explanation

Timely Response

2018-10-29

Grosse Ile, MI

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: The account is under " The Estate of ''. As soon as this servicing company took over the loan, they deducted homeowners from escrow and raised the payment. We supplied proof of homeowners several times, ( which we pay on our own ) to no avail. It took 2/3 years to get them to do a correct escrow analyasis. During that time we overpayed by {$2000.00}. They sent a check but it was made out to " The Estate of ''. We could not cash the check because the estate is closed. We got authorization to pay only principal and interest until the credit was sufficed. However, the entire time we paid principal and interest we were being charged a late fee and a balance was accruing since the entire payment was not made. I spoke with my rep every month numerous times and was promised this would be corrected. Records show we have been in default for over a year however we made our authorized payment every month. Now all of the sudden we get a certified letter saying foreclosure will start after XX/XX/2018 if we do not remit the entire balance owed which we do not owe. We have been trying to assume this mortgage once records were corrected and now they are trying to force us into forclosure.
Company Response: Closed with explanation

Untimely Response

2018-10-28

Lakewood, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-25

Dallas, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-25

Boston, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX foreclosure auction saleXX/XX/XXXX XXXX XXXX servicer {$370000.00} owed sinceXX/XX/XXXX due to NO Bank/Mortgage servicer being legitimate! So mo payments made almost 12 years XXXX XXXX dismissed foreclosure XX/XX/XXXXdue to no valud deed mo promissory note! XXXX XXXX is trying to foreclosure sale auction XX/XX/XXXX so we filed in Superior Court to stop til XX/XX/XXXX granted Lawyer for faye offered loan modification in court to stop sale! We have had free legal help n now trying to work with XXXX XXXX to help on our behalf for loan modification Faye does not have legsl paperwork!!!
Company Response: Closed with explanation

Timely Response

2018-10-24

Castle, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-24

Janesville, WI

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-10-23

Shelbyville, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-23

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-23

El Sobrante, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-23

Bronx, NY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-10-22

Philadelphia, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-22

Great Neck, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I originally had my loan with XXXX XXXX XXXX. They sold the loan to XXXX XXXX. XXXX XXXX showed me 4 months behind, and when I told them that was inaccurate they promised to send me a statement of payments sent by XXXX. They never did. XXXX then offered a payment plan. I qualified but they never sent the plan. They then sold the loan to XXXX XXXX. Now XXXX XXXX has told me that they can not read the transaction activity sent by XXXX and have refused to send me the information. I have requested this information from the Account Manager Mr. XXXX. He told me that XXXX did not send all the information and he was still awaiting information from my file. In the meantime they refuse to take payment. I have made simple request for information that I am entitled to and have yet to receive.
Company Response: Closed with explanation

Timely Response

2018-10-16

ME

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: My husband passed away XX/XX/XXXX and had a mortgage with XXXX XXXX XXXX. I became the executor to his estate and my son XXXX resides in the home. We had trouble paying the debt and got behind. We met with a housing counselor, XXXX XXXX in XX/XX/XXXX. In the process or sending documents to XXXX XXXX XXXX for a loan modification/assumption, the servicing changed to Fay Servicing. We again with our housing counselor sent another package to the new servicer Fay Servicing in XX/XX/XXXX. We have been sending them everything from the copy of the death certificate, copy of marriage licence, copy of the will, copies of probate, copy of deeds and a third party authorization for our housing counselor. As of today, we still can not get anyone to communicate with us as we only receive copies of bills in the mail. We have been calling them every other week at least and get the same answer, they can not speak to us and they say our account manager is never available.
Company Response: Closed with explanation

Timely Response

2018-10-15

Wallington, NJ

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-10-12

Cocoa, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am not presently working, so my wife called our mortgage servicing company ( Fay Servicing ) several weeks ago to apply for deferment until I start working. She was told the request will be forwarded to our account manager, but we did not hear from her ; therefore, on XX/XX/18 I sent her an email explaining our financial situation and stating that we need to apply for mortgage payment deferment. We have not heard from her up to this time.
Company Response: Closed with explanation

Timely Response

2018-10-12

Chantilly, VA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-10-12

NE

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: I divorced in XXXX, walked away from previous home. In the divorce decree, The ex was suppose refinance home in her name.. The loan of home was in my name ( only ). divorce was final XX/XX/XXXX. XXXX XXXX I was informed that said home had been included in Bankruptcy of XXXX. I had no clue this had happen, but didn't think to much about it, due to the fact I didn't live there an that it was responsibility of ex-wife supposedly!!! Since said time, home is now with second debt collections company, ex never refinanced and debt collections company is using Me as previous owner, collecting money from her to live there and reporting all of this info to credit bureaus, which is illegal I thought because of Bankruptcy law. I've even had conversation about this with debt collections to no avail. I even disputed credit reports with no avail. I have also spoken to different lawyers trying get this matter resolved only to get the run around. What good are laws if debt collections can use Bankruptcy laws against me in this situation, and credit bureau 's seem to side with them.
Company Response: Closed with explanation

Untimely Response

2018-10-11

MA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Fay Servicing , LLC is holding {$56000.00} of insurance funds in escrow for Hurricane Irma ( last year ) damage which they refuse to release. All repairs are done and paid for by me. All appropriate Fay paperwork was filed. They have told me they would schedule and inspection to confirm work was done months ago. This has never happened. It is starting to feel like a scam. Can you help?
Company Response: Closed with explanation

Timely Response