Fay Servicing, LLC
Consumer Complaints
There are over 1355 complaints on file for Fay Servicing, LLC. Dated between 2019-12-06 and 2012-09-10.
Complaints Page 17
2018-05-23
Royal Palm Beach, FL
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: XX/XX/XXXX CPFB Faye Servicing On XX/XX/XXXX I purchased this property and I secured a home equity line from XXXX XXXXXXXX XXXX for the property at XXXX XXXX XXXX XXXX XXXX Tn XXXX.I also secured insurance from XXXX XXXX XXXX at that time.
On XX/XX/XXXX I took advantage of a fixed rate loan option ( FRLO ) to convert from an adjustable to a fixed rate for the life of the loan paying {$150.00} as a conversion fee.
All copies were scanned and emailed to ( XXXX XXXX ) Faye Servicing on XX/XX/XXXX regarding the statement and proof of conversion fee check and supporting documentation for the FRLO.
My XXXX loan was current as of XX/XX/XXXX when I received a letter that the loan was being transferred to Faye Servicing.
I was called by XXXX XXXX ( Faye Servicing ) as I wanted to put the loan on auto pay but when the loan was transferred there was a problem as my payment was XXXX but Faye Servicing thought it was XXXX but that was 2 months. XXXX XXXX demanded that I make the payment and XXXX was my new monthly payment. The following month I was told I owe XXXX twice the XXXX.I really believe they have issues with their banking software system they are using.
Finally XXXX admitted there was a problem when it came over from XXXX and duplicated payments in their system.IN their eyes it is better to demand money and admit no wrong.
Next I was told to add them to the insurance so I was on the phone twice a week trying to get the payment correct on top of the interest rate problem as described above.
So XXXX XXXX does not work at Faye Servicing anymore so now I start calling XXXX XXXX ( the new account rep ) and I leave message after message for 3 straight weeks at least a few times a day and no return call.
After about 4 weeks I was able to reach XXXX XXXX and explained all my concerns and I never heard back from her. I called XX/XX/XXXX and demanded to speak to anybody that could help and was called back by XXXX XXXX with Faye Servicing.XXXX stated he would call me back on Wednesday XX/XX/XXXX and I never heard back.
I explained the situation and XXXX decided to take the position that he has been in the business 30 years and Faye never does anything wrong and wanted to educate me on how interest works and force placed insurance all on a Friday night at XXXX.
I am XXXX XXXX XXXX XXXX so I believe I understand how it all works. I was told by XXXX that the loan came over from XXXX with forced place insurance but I have documentation that shows there was no forced place insurance. I also have documents that show that the statements are so incorrect because on XX/XX/XXXX that statement shows XXXX as interest payment and no principal payment.
On the statement I received dated XX/XX/XXXX it shows XXXX as they took the payment XXXX added XXXX they are trying to extort from me for force placed insurance equals XXXX and calling it the regular monthly payment.I have been very pro active to protect my credit and work with these people but they must have software issues and their lack of customer service is sad. I guess that is why they were fined XXXX XXXX by the CPFB. My issues are accuracy of statements and interest rate, lack of communication and both XXXX XXXX and XXXX XXXX both stated that the {$130.00} would be removed from the account as I was taken advantage of as I was working with them and was assured everything would be fine.That is similar to dual tracking only insurance related.
Company Response: Closed with explanation
2018-05-16
Tonalea, AZ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-15
Flossmoor, IL
Communication tactics
Debt collection: Mortgage debt
Frequent or repeated calls
Company Response: Closed with explanation
2018-05-15
Bellerose Terrace, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-15
Gbg, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-11
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2018-05-09
Lawrenceville, GA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-05-09
TN
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Fay Servicing currently services my loan from XXXX XXXX. In regards to my Hardship package I submitted to Fay Servicing on XX/XX/XXXX. There has minimal contact to me from Fay Servicing ; most communication is due to my initiating the calls.
My problems with Fay Servicing stated in XX/XX/XXXX. Upon speaking to my account manager XXXX XXXX XXXX, he informed me my XX/XX/XXXX payment had been returned as NSF by XXXX XXXX XXXX. My payment had been returned, however, I called XXXX XXXX before Fay Servicing received the notice of the NSF and asked that he process the check again the check was processed and cleared on XX/XX/XXXX. I sent official bank documents including my entire banking statement, only to be told XX/XX/XXXX payment did not clear. I expressed to XXXX XXXX that I was worried about the status of my account, I was told dont worry, you are fine, Im going to talk to my manager about getting you a payment arrangement. Shortly after, my account was transferred to account manager XXXX XXXX XXXX.
Speaking with XXXX XXXX, we had the same issue with the XXXX payment. Sometime between XX/XX/XXXX and XX/XX/XXXX, the XX/XX/XXXX payment was finally credited to my account, I never received any notification from Fay that their mistake had been corrected, it was only after my repeated calls I learned of the credit. I have several conversations with XXXX XXXX regarding the XX/XX/XXXX payment XX/XX/XXXX, I inquired about my delinquent payments being added to the end of the loan period. I was told that was not an option offered by Fay, but they would mail me a Hardship package I never received the package. I called back to inquire when it would be coming, I was informed by that representative that I could go to your website and print off the package.
I submitted the Hardship Package by email on XX/XX/XXXX. All requested items were included with a note to please email if any other docs were needed.
XX/XX/XXXX I spoke at length to XXXX XXXX regarding my missing XX/XX/XXXX payment. While I was on the phone with her, I emailed her my statement with proof of payment She informed me, this was not sufficient, but she would send to a manager to review, and also if I was correct thats just one payment what about the others XX/XX/XXXX I called and spoke to XXXX I made a payment of {$1500.00} my package was in the process of being reviewed.
XX/XX/XXXX called to check the status, Fay Servicing requested the lease for the property which I promptly submitted via email.
XX/XX/XXXX I called and spoke to XXXX XXXX she request form XXXX, P & L Statement, Updated Bank statements, Statement as to status of employment with XXXX, Homeowners Insurance Declaration Page All items submitted immediately via email. On this called XXXX XXXX stated that my home was not covered by insurance, I reminded her policy had been paid by Fay Servicing.
XX/XX/XXXX I called to check the status, it was requested that I send a P & L Statement from XXXX and statement regarding business checking.
XX/XX/XXXX I called and spoke to XXXX XXXX ; she requests that I send an updated P & L, and a statement regarding my business checking. All items submitted same day via email. ( I had submitted two days earlier, but it was not showing up. ) Week of XX/XX/XXXX-XX/XX/XXXX, XXXX XXXX called I asked her was my package complete and she stated yes. I told her thank you, please call me back the next week as I was at home sick with the flu.
XX/XX/XXXX I called and spoke to XXXX XXXX, she requested a signed P & L statement XX/XX/XXXX to date which I immediately submitted via email I believe this is one of the few occasions XXXX XXXX has reached out to me. Also, I asked XXXX XXXX as to why she needed an updated P & L as she had told me my package was complete she stated she did not I submitted this P & L twice as the first one was not signed.
XX/XX/XXXX I called and spoke with XXXX XXXX ; she requested updated bank statements, which were immediately email. This was last contact with XXXX XXXX ; as of today, I have been unable to reach her on the phone.
XX/XX/XXXX I called and spoke to XXXX ; she stated my application had expired due to missing documents. I was told to reactive, I would need to submit the entire package with new dates on the documents. In addition, my XX/XX/XXXX tax return or proof of an extension would be required to proceed. I also told XXXX, I read the article where Fay Servicing was fined, she said it was a lie The last contact I had with XXXX XXXX was XX/XX/XXXX. I have requested a new account manager many times as she is haphazardly handling my account. On several occasions, I have been told she has been out sick, which I completely understand ; however, I need an account manager that will give my account the attention it requires.
I have been kept in the dark about critical information relating to my loan. I have received no written acknowledge that my Hardship package has been received. I have received no written notice of any missing documents. I have received only one verbal update as to the missing documents. The other updates, I received was due to my calling a speaking to a representative. I have not been responded to in a timely manner. I am asking that I be treated as if my account is critical to Fay Servicing. I have all documentation as to everything that has transpired with my account.
Fay Servicing is not servicing my account ; there is no communication from Fay unless I call them. Seeking an account manager that can help me resolve the issue.
Today, XX/XX/XXXX, I am submitting my second complete Hardship package. I pray that someone will help me.
Thank you.
Company Response: Closed with explanation
2018-05-09
Weston, CT
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-08
Booth, TX
Attempts to collect debt not owed
Debt collection: Mortgage debt
Debt was paid
Company Response: Closed with explanation
2018-05-08
Fort Pierce, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-07
Cheverly, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I am the owner of my deceased sister XXXX XXXX XXXX 's home she XXXX of XXXX XXXX and XXXX XXXX in XX/XX/XXXX, I was the executor of her estate and my sisters and I inherited the home. I became owner in XX/XX/XXXX through a Quit Claim Deed. My sister did a refinance is XX/XX/XXXX with XXXX XXXX XXXX for {$410000.00} through a Deed of Trust and Promissory Note. On the Interest Only Fixed Rate Note for 120 months from XX/XX/XXXX to XX/XX/XXXX. this note was never honored by any of the Service Companies. She also did a modification with XXXX XXXX XXXX in XX/XX/XXXX. My home was foreclosed on XX/XX/XXXX. It also was ratified, and audited. I filed a chapter XXXX, bankruptcy to stop the process of my home being sold. I believe that mortgage fraud, and foreclosure fraud was involved from XXXX XXXX XXXX, XXXX XXXX XXXX, and Fay Servicing, XXXX XXXX XXXX Law Firm, and my former attorney XXXX XXXX. They never acknowledge the Interest Only Fixed Rate Note my sister had been paying the mortgage and the principal since XX/XX/XXXX, when she became ill in XX/XX/XXXX I took over the payments until my savings were depleted and my home went into foreclosure in XX/XX/XXXX. I recently came across this information within the past week.
Company Response: Closed with explanation
2018-05-05
Mabank, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Fay Servicing Company is a sham. My account was sold to them back in XX/XX/XXXX I believe, of XX/XX/XXXX. I turned XXXX on XX/XX/XXXX and received a letter from the tax office about my homestead exemption. I immediately sent proof to XXXX as requested. XXXX told me that my account would go down {$200.00} or more. I was glad as I am a single parent with a young child. My account was sold soon after, and Fay Servicing account manager gave me the figure of {$240.00} decrease. Therefore, I sent in the balance each month with the account manager saying they had to wait on the tax rolls. When the got the tax rolls, they continued to charge the full price, all the while sending me letters of foreclosure and several people came by my house placing embarrassing letters attached to my door. Certified letters were also sent, offering short sale. I the account manager over and over that I had no intention of letting Fay Servicing take my home. I had asked for help when they bought my account because I was one month behind. We decided on a modification all the while they threatened me foreclosure although I was sending the correct amount each month, I thought. In XX/XX/XXXX I was told the modification was denied because it had been too soon to receive another one. All the efforts that I had to put in and all the time I waited was a joke. So, in XX/XX/XXXX, I sent in {$1500.00}, but still got a demand letter and another person brought me a letter. I tried to pay more on the account, but they won't accept it and the account manager will not call me back. Also, they have an escrow overage that they kept telling me that was going to be sent, but I never received ( {$390.00} ). Other employees told me that my account manager had released the demand letter. I am also taking XXXX which I told the account manager and had to stop working.
Company Response: Closed with explanation
2018-05-05
TX
Problem with a credit reporting company's investigation into an existing problem
Mortgage: Conventional home mortgage
Complaint: My husband and I applied for modification. We went thru the process several times because our note was sold before we got a result. We then had to start over and over. Finally, I was told that we qualified. I explained my husband had XXXX and was told I had to start over for the modification. I reached out to Fay Servicing and someone told me that if I wanted to I could hire a Realtor and do a Fast ( Quick ) Sale and it would not effect my credit. I did as I was told and Fay Servicing sold my house in XX/XX/2016 without notifying me or my Realtor. I have no idea what they sold it for but they say I pd. 100 % of my Loan. Now that I am trying to start my life over without my husband ; I find out that I have a Foreclosure. Why? I hired a Realtor as instructed. Can someone please explain this to me. After my Husband XXXX I had a XXXX. Although I was not 100 % well, I do remember hiring a Realtor.
Modification Reasons : 1. My Husband had 2 XXXX XXXX and one XXXX XXXX within 2 months 2. He had his third XXXX XXXX and 2 XXXX within a month 3. He had Multiple XXXX ( XXXX ) for 4 years.
4.I have had XXXX most of my life 5. I suffered from clinical XXXX : especially after my husband XXXX.
XXXX. I had a XXXX.
I can prove all of this with our medical records if you need them.
It took along time for me to be able to function. This is the reason I had never asked before.
Company Response: Closed with explanation
2018-05-04
Ashland, KS
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-03
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-01
DE
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX sold my mortgage to Fay Servicing. I tried to apply for a loan modification. Fay Services took all my information. Then sent me a notice that I must pay {$1600.00} every month. {$740.00} + {$950.00}. My regular mortgage payment is {$740.00}. I am 4 months behind. {$740.00} x 4 is {$2900.00}. They want me to pay {$950.00} x 4 = {$3800.00}. For what? I have only 1 late fee of {$25.00}. This is not a modification! My account manager is XXXX XXXX.
I am a Personal Banker at a bank. We cant treat customers this way. How can they?
Company Response: Closed with explanation
2018-05-01
Downingtown, PA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I entered into a HAMP modification many years ago. My mortgage payments have stepped up much faster than my income has gone up and I am unable to make such a high payment. I reached out to my mortgage service again to ask for assistance.
XX/XX/XXXX - I sent in my application.
XX/XX/XXXX - I received a letter tat acknowledged my complete Loss Mitigation Application had been received on XX/XX/XXXX XX/XX/XXXX - I logged into my account on fayservicing.com and saw language that stated I had " Promised to Pay '' an even higher amount than my normal monthly payment.
XX/XX/XXXX - I contacted the CEO of Fay Servicing via email. I received a call back from my Account Manager, XXXX XXXX. He stated that an evaluation for modification was not completed as the underwriter determined that I qualified for a repayment plan. I submitted a request for an appeal.
XX/XX/XXXX - I received correspondence dated XX/XX/XXXX that my request had been received.
XX/XX/XXXX - I attempted to contact XXXX XXXX, Account Manager, and XXXX XXXX, CEO. I received no communication back.
XX/XX/XXXX - I still have not received communication from Fay Servicing and XXXX XXXX is still showing on my account as my Account Manager XX/XX/XXXX - I attempted to contact XXXX XXXX, Account Manager, and XXXX XXXX, CEO. I received no communication back.
XX/XX/XXXX - XX/XX/XXXX - I again attempted to contact XXXX XXXX, Account Manager, and XXXX XXXX, CEO. I received no communication back.
Company Response: Closed with explanation
2018-05-01
Rochester, NY
Attempts to collect debt not owed
Debt collection: Mortgage debt
Debt was paid
Company Response: Closed with explanation
2018-04-30
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-27
Bethlehem, PA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-27
Allerton, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-27
Carmel, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-25
Billerica, MA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-22
Naples, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: we were in bankruptcy in order to get a mortgage modification for our home loan due to the financial crisis. we started making payments in XXXX to the court and finally in XXXX a mortgage mortification was granted. we paid all our payments on time and we were actually paying one month ahead. When I called to make my monthly payment ahead of schedule they told me my payment had increased for by {$600.00} per month? When I questioned them they said there was an increase in my escrow, I called m y attorney and nothing had been filed with the court, the mortgage company faxed me the paperwork and the escrow report, the escrow report shows in XXXX they took {$3000.00} out of my escrow account then the escrow we paid in XXXX, XXXX, XXXX and XXXX of {$290.00} was not applied towards our escrow account then they paid our property Taxes and insurance making us even farther behind. I gave them the {$1600.00} I had paid ahead for our mortgage payment and paid them extra month to get the escrow caught up. We have requested and requested an escrow audit and it took more than 9 months but I received no explanation and only received a call that our payment would be going down by {$3.00} and I received a check for {$150.00}. We completed our chapter XXXX bankruptcy and it was discharged on XXXX I once again am one month ahead on our mortgage payments we received a statement that we had a {$400.00} unapplied credit and I made my XXXX and XXXX payment in XXXX and when I received my XXXX statement it showed we still had the {$400.00} unapplied credit but that our payment was now {$100.00} more because our escrow payment was higher, we received nothing in advance with no explanation of our escrow account?? When I called to make my XXXX payment in XXXX and ask them about the unapplied credit they said they had no idea what I was talking about even after it was on both statements they sent me, I again asked for an escrow audit report from the beginning and where the unapplied funds came fro and where all our money whet and why our escrow had increased without prior notice? Please help us.
Company Response: Closed with explanation