Fay Servicing, LLC

2017-09-07

Hudson, NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I had fallen behind in my payments due to many unforeseen medical issues starting when my son had to have a a XXXX XXXX removed. My wife has also had many ongoing medical issues the past several years. My mortgage was originally with XXXX XXXX XXXX, then it went to XXXX XXXX then with XXXX, and now it is with Fay Servicing. Beginning XX/XX/XXXX of this year I applied for a loan modification with Fay Servicing. I sent them all required income and bank information they requested and was told our household income was sufficient to qualify for the modification. Then on XX/XX/XXXX of this year i received a call from my account manager XXXX XXXX informing me that I had been approved for the modification. I was relived beyond words. I was then and am still now committed to stay in my home. Then two days later onXX/XX/XXXX XXXX XXXX called again to say I was not approved due to a problem with the mortgage insurance company. He stated that I was approved by Fay Servicing. I appealed this decision through Fay and just recently received notification that my appeal was denied.
Company Response: Closed with explanation

Timely Response

2017-09-07

Fort Stockton, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I lost my job. I applied for a loan modification through the current mortgage XXXX XXXX. I was approved on XX/XX/XXXX for a modification. On XX/XX/XXXX my loan was sold/transferred to Fay Servicing. Fay Servicing did not honor the modification and denied my assistance. I applied various times for a modification and was always given the round around. I was told to submit the applications various times. I submitted the application a total of four ( 4 ) times with various requests to submit the same documents over and over. I am submitting my application and the approval letter from XXXX XXXX approving my modification. I have contacted Fay Servicing various times through phone calls and emails, but no replies. I have even contacted the lender, XXXX XXXX XXXX. To date, I have had no luck in communicating with Fay Servicing.
Company Response: Closed with explanation

Timely Response

2017-09-07

North Hills, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-07

San Jacinto, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX of this year, XX/XX/XXXX, our loan was sold/bought from XXXX XXXX to XXXX XXXX. XXXX XXXX sent us a very large packet containing information regarding bankruptcies, foreclosure and other negative information about defaulting on mortgages. I called them immediately for 2 reasons - 1 ) We were not in default on our mortgage and never have been ; and 2 ) That I was appalled by the implications of the content in the envelope and that our loan was sold to a " Debt Collector ''. I was " assured '' that they were a mortgage lender and that " All mortgage companies are debt collectors ''. Our next incident with XXXX XXXX was in XX/XX/XXXX. Our statement had a note on it stating that our payment was going up {$45.00} beginning on XX/XX/XXXX due to our impound account being too low. In XX/XX/XXXX we received a second statement with the new payment amount indicated. Again, still in XX/XX/XXXX, we received a third notice that our XX/XX/XXXX payment was {$45.00}. We, my husband and I, were concerned over the three statements and so I called Fay Servicing again and spoke with " XXXX ''. I expressed my concern over the substantial differences in the payment amounts. He looked into our account and said that in XX/XX/XXXX, our first payment to them, that we had made a double payment and that they were crediting us that amount so our current payment was just the payment bump from the impound account. I informed him that there was absolutely no way we made a double payment to which he said that it must have been an overlap from the sale and that everything was ok and to just pay the {$45.00}. I asked him for a confirmation statement that all we were required to pay for XX/XX/XXXXwas the {$45.00}. He said he could n't provide that but the statement was our conformation. Our next incident was XX/XX/XXXXin the week of XX/XX/XXXX-XXXX. We received a call and a letter from XXXX XXXX the Account Manager stating that we had a Non- Sufficient Funds check returned. We have NEVER bounced a mortgage check and certainly had not done so at this time. We collected the cancelled checks and e-mailed them to XXXX the following day. When I sent the documents to XXXX I requested an e-mail confirming he had received the documents. He did not respond. I knew he had opened the e-mail since I had placed a notification notice that he had done so. I requested again that he acknowledge that he had received my information. Still, no response! I then went on-line to XXXX XXXX website and filed a customer complaint. I received a call quite quickly from XXXX 's supervisor - a XXXX XXXX or XXXX. See message below : Hello, My husband and I became a customer in XX/XX/XXXXof this year. Apparently your company acquired our account # XXXX. Our first notification of this transfer was receiving an extremely large packet that held numerous documents regarding bankruptcy and foreclosure. I was appalled!!! I immediately called your office and was informed that you are a " Debt Collector '' now servicing our loan. I find it very uncomfortable that our loan ended up with your company. We have NEVER missed a mortgage payment. Nor have we EVER defaulted on a mortgage! In XX/XX/XXXX we received 3 statements from you! One stated our mortgage was going to go up {$45.00} due to impounds ( taxes ) beginning with XX/XX/XXXX's payment. Next we received a statement of the new amount, THEN we received the third statement stating we owed {$45.00}. Which we thought meant more for XX/XX/XXXX. I called ( I was told my call was being recorded - so you can listen to it all! ) to find out what was going on. I was told that I had made 2 payments in XX/XX/XXXX ( I 'm assuming one was from our previous account holder ) and that the statement of {$45.00} was all we owed for XX/XX/XXXX. Then yesterday, XX/XX/XXXX, my husband gets a call from XXXX XXXX stating that our payment for XX/XX/XXXX was returned as Non-Sufficient Funds. We have NEVER had a NSF issue with you or any other account holder!! I sent XXXX XXXX an e-mail this morning with the copies of all of the checks mailed to your company since you took over our loan to prove this. I asked that he let me know that he received them but he could n't be bothered to respond to my e-mail. I know he opened it because I put a tracker on the e-mail. I sent a second request asking if he got the documents and again he did not respond to my request ( he opened the request!! Again, I attached a tracker to my e-mail!! ) Your company has a MAJOR accounting issue! Or should I say LACK OF ACCOUNTING!!! We have paid everything we have been instructed to pay. We do not owe you for a NSF check. You need to get your accounting problem fixed and quickly!! I am tired of these discrepancies. In my 30 years of home ownership I have never had issues like these! This is ridiculous! These issues YOU are having had better not show up on our credit in any way! Please see that my account is cleared of any of this negligence on your part! She stated that their accounting department had notified them of our NSF and that she had instructed XXXX to call us the date before regarding it. She said she was in possession of the documents that I had sent and would wait for the accounting department to get back to her. She said that they are not allowed to e-mail us unless they have on file a form from us stating that they can do so. She also said that she would get back to me when she heard from the accounting department. On Tuesday,XX/XX/XXXX my husband called Fay Servicing to find out the status of the situation. He was told by XXXX 's supervisor they have found that we did not have an NSF check ( duh! ) and that we now owed them 2 payments! One for XX/XX/XXXXand ONE FOR XX/XX/XXXX SINCE THEY HAD MADE A MISTAKE AND THAT WE DID OWE THE FULL AMOUNT IN XX/XX/XXXX - NOT JUST {$45.00}!! She said that she could give us until XX/XX/XXXXto get the extra payment to them. Really?? How are we supposed to come up with another payment? My husband asked her if they could add it to the end of our loan and she said no, by XX/XX/XXXXor they would begin foreclosure procedures. There is no way we can come up with another payment! How could an average person do so?
Company Response: Closed with explanation

Timely Response

2017-09-07

Lk Buena Vis, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am working with an account manager, XXXX XXXX, with Fay servicing, and I have been unable to get the proper information about my modification request. The first time I applied, I was told the time had lapsed and I needed to reapply. The next time, I was told I was denied, but this was a verbal conversation, I asked XXXX XXXX if I was going to receive a letter, I was told yes. I never received any communication about the denial in writing until XX/XX/XXXX, which was approximately three weeks since that verbal conversation with XXXX XXXX. I also informed XXXX XXXX that my status had change in terms of income, and he told me they could add it later, nonetheless I was denied without requesting that I provide the additional income. However, I was sent another letter informing me to reapply for the third time for a loan mitigation assistance, which was dated XX/XX/XXXX, but postmarkedXX/XX/XXXX and I received it on XX/XX/XXXX. Attached are copies of the letters, thus the representative is extremely impotent towards me. For that reason, I decided to work with a Hud counselor, XXXX XXXX, at Incharge Debt Solutions. On XX/XX/XXXX at XXXX, she contacted the lender on my behalf to get a clearer understanding about my loan. I was also on the call. The representative was again rude. XXXX XXXX had to tell XXXX XXXX that he was getting emotional about the questions. XXXX XXXX questioned why I was not told about the appeals process, and XXXX XXXX stated that he had never heard of the appeals process being successful. XXXX XXXX continued to interrupt him and correct him. I do not believe Fay Servicing is handling my loan appropriately. I am continuously told to reapply, and I am never receiving any written communication informing me of the status or my options except for the letter dated on XX/XX/XXXX that I received on the XX/XX/XXXX, which emphasized that we are eligible for a Fay Servicing Short Sale.
Company Response: Closed with explanation

Timely Response

2017-09-07

Rockwell, NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The lender has failed to respond to our QWR and Notice of error request sent on XX/XX/2017 and are proceeding to sale set for XX/XX/2017 - the lender is in violation of regulation X-12 USC 2605 ( e ) ( 1 ) and the clients right to counsel. We request time to review the information being request once received.
Company Response: Closed with explanation

Timely Response

2017-09-05

El Paso, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: About four years ago my wife and I filled for chapter XXXX bankruptcy. This mortgage collection company took over our mortgage, specifically called Fay servicing out of XXXX Texas. They have made it almost impossible to work with them. They wo n't take our payment unless we call them and set it up each month. They seem to have trouble keeping track of payments made. Always saying we owe them money, when in fact we do n't, we have to keep showing them our bank statements that they collect the money them selves. Our bankruptcy attorney has to alway contact then, so they can talk to us over the phone. They keep adding bogus charges to our account, then they wo n't discuss the reasons why they are charging us. Now for two months they wo n't take our payments. Because they say we owe them {$2000.00} for some unknown charges they conjured up again. We checked the reviews online and everyone dealing with this company has troubles with them.
Company Response: Closed with explanation

Timely Response

2017-09-05

Irvine, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-04

Mabank, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Regarding closed complaint XXXX I contact you to your company in hopes that you could assist me with avoiding foreclosure and getting Fay servicing to actually contact me to make payment arrangements that were affordable. The response that I was sent stated that we did not pay our monthly payment for XXXX 2016 however we did on XXXX XXXX 2016 I have enclosed a bank statement that reflects the payment amount. The payment made to Fay servicing on XX/XX/XXXX is on page 5 of the statement I have attached. Fay servicing response also stated that the financial packet that was sent to them was incomplete. I did send the completed a packet for financial assistance to them two times the second time I sent the packet and call them no one has responded and I was not aware of a foreclosure sale date at this time. Can you please forward the bank statement information that shows that the actual payment was made for XXXX 2016 thank you for your time and consideration regarding this matter. -XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-08-31

Wonder Lake, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have emailed my clients account manager 5 times with the third party with no response. When I attach it here you say I am not authorized. I have the Fay Servicing third party that is on your website filled out. I will attach it again so please open the attachment. Who or where do I sent this third party authorization to?
Company Response: Closed with explanation

Timely Response

2017-08-30

Grangeville, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-08-30

Mabank, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have sent two financial packets at the request of Fay Servicing @ XXXX XXXX XXXX because we were struggling to make monthly payments. No one calls us back or responds in way all the sudden we get a letter in the mail that our house is being foreclosed on, we tried to maks payments when we first started being unBle the full amount they would not except partial payment, in my opition Fay Servicing just wanted to raise the amount we owed knowing we could not afford them raising the monthly payments, then foreclsose sell to another family just to do the same thing. Can your company please help us save our home. Thank you The XXXX Family XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-08-28

MA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: I received an inaccurate bill from Fay Servicing, stating that I owe {$1000.00} for XX/XX/XXXX for {$370.00}, XX/XX/XXXX for {$370.00}, and then a late fee amount for {$330.00} which they had in a suspense account of some sort. They tell me this amount was from the previous servicer for 30 late payments. I never had 30 late payments with the previous servicer. Also on the back of this same bill it saysXX/XX/XXXX- LATE CHARGE WAIVED IN THE AMOUNT OF {$330.00}, but then they added it back onto the front of the bill, and are stating I now owe {$1000.00}. I want this erroneous amount of {$330.00} credited to my account, as I do not owe this amount. Please help me.
Company Response: Closed with explanation

Timely Response

2017-08-28

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We received a letter of " Notice of Servicing Transfer '' from XXXX XXXX XXXX XXXX # XXXX ; # XXXX. XXXX XXXX XXXX XXXX, XXXX PA XXXX XXXX XXXX XXXX XXXX, dated XXXX XXXX, XXXX that they were no longer collecting payments, effective XXXX XXXX, XXXX. Fay Servicing LLC NMLS # XXXX as your new servicer, will start accepting payments received from you going forward ( account # XXXX ). We received our first statement from Fay in XXXX XXXX, with a balance of {$660.00}. On XXXX {$400.00}, XXXX {$500.00}, XXXX {$430.00}, XXXX {$340.00} were all drafted from my XXXX XXXX XXXX checking account XXXX XXXX. We received statement from Fay Servicing for the months of XXXX, XXXX, and XXXX, which did not show the payments being properly allocated to the account. The amount owed, instead of decreasing, was now increased from {$660.00} to {$2300.00} to date. I, XXXX XXXX started making telephone contact with Fay, dating back as early as XXXX when i realized the payments were not being applied properly. In XXXX I attempted to speak with XXXX XXXX ( numerous calls and voice messages left ), XXXX XXXX XXXX XXXX 's manager ), XXXX XXXX ( on XXXX XXXX ), or anyone else for that matter with no success. My wife attempted to call on a conference call with her attorney ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XXXX, and was given the assurance that the corrections would promptly be made to the account. At this present time, Fay Servicing has now locked me out of my account, not allowing me to make anymore payments. They have also began pre foreclosure proceedings against my property at XXXX XXXX XXXX, XXXX GA XXXX. I have enclosed all documents to support my disclosures.
Company Response: Closed with explanation

Timely Response

2017-08-28

Bronx, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: Fay Servicing stated verbally on a recorded line, that if I agreed to the trail modification and made 3 consecutive payments during the trail, I would be granted a permanent modification as well as debt forgiveness. I owned over 100k more than what my property was worth at the time and it made reasonable sense to agree to the modification with the stipulation that I would be granted debt forgiveness, that would forgive XXXX from the loan. I fulfilled my end of the agreement, made XXXX consecutive payments but, Fay Servicing did not fulfill their end on the agreement and was told that, they could not honor the agreement and grant debt forgiveness that would forgive XXXX from my mortgage, thus bringing my mortgage amount to reflect current value because my property is not located in the state of Illinois.
Company Response: Closed with explanation

Timely Response

2017-08-25

Main Office, VA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I was in the process of Loan Modification with the mortgage company. The application process was near completion. However, there were several questions and information I needed that I was unable to get. The mortgage company assigned a counselor to me ( XXXX ). Although I had made several calls and e-mails to the counselor, I did not receive a response from him after XX/XX/XXXX. There were 2 questions that I did not complete on the loan modification application. In response to my asking the counselor to send the two pages via e-mail for completion, he sent an email ( attached ) requesting information so that we could transact business via e-mail. I returned the requested information via e-mail ( attached ). I called and e-mailed the counselor several times after XX/XX/XXXX as there were questions that I had and I never received the pages that needed completion, but did not get any response from the counselor. When I called the response I received was that he was not in the office yet or that he would be given the messages. Sometime during the later part of XX/XX/XXXX I received a letter from the mortgage company 's legal attorney that my home would be sold at foreclosure on XX/XX/XXXX. I continued to call my assigned counselor at Fay Servicing for information regarding the loan modification pages to complete and information regarding what I could do to stop the foreclosure. I never got a return call from the counselor. A friend recommended that I go to the Neighborhood Housing Association which I did on XX/XX/XXXX and XXXX, XX/XX/XXXX The representative from the Neighborhood Housing Association called and spoke with several administrators regarding my not having sufficient understanding of my rights regarding the foreclosure and my failure to receive a response from the mortgage company 's assigned counselor regarding the modification loan application and the scheduled foreclosure sale of my home. It was at this time that I was told that the counselor assigned to me had been out sick. The mortgage administrators stated that anyone could have helped me with my questions/concerns. However, the representatives I spoke with by phone between XX/XX/XXXX andXX/XX/XXXX andXX/XX/XXXX looked at the information on the computer screen, but said that I should speak to my counselor because he would be privy to information that may not have been on the screen. In fact, one of the associates with whom I talked requested that I send the information giving permission for the mortgage company to conduct business via e-mail. This information had been sent to my assigned counselor as early as XX/XX/XXXX. This documented the fact that the counselors who assisted me did not have all of the information needed to inform me or assist with my rights regarding the pending foreclosure sale of my home. Not once was I told that the assigned counselor was out sick. At that point, I had further concerns that he had not gotten my e-mails or phone calls requesting information and help. The mortgage administrators informed the housing representative that there was nothing they could do. The foreclosure sale of my home was done on XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2017-08-24

Houston, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: we have been in house 15yrs and sold 4 or 5 times and started with XXXX XXXX who started this mortgage crisis then XXXX XXXX a shell company of XXXX XXXX then to XXXX XXXX owned by XXXX XXXX XXXX from XXXX scandal then to thier buddy fay servicing and XXXX XXXX who worked with XXXX XXXX at XXXX everyone has refused to refinance us to a lower rate. they have increased our loan by $ 400- {$500.00} dollars for no reason. we put so many refinance applications in with XXXX XXXX that my mom had to put house in my name so we could try and get problem solved but they avoided and lied constantly to me to and then sold us to fay servicing tried to put us in foreclosure back then payments wrong place no notice said 20 times would help they have done nothing. i have asked for harp loan help they laughed said not eligible i asked them XXXX XXXX and fay to put in writing why not eligible and why eligible to pay {$2300.00} a month with escrow and do not qualify to pay {$1400.00} like every one else and we have been here 15yrs. when is someone going to put one of these crooks ruining American dream and American values going to federal prison. this is a complete joke they even have license to still sell property 's. The guy at fay he was very nice but of zero help. He towed company policy line at every turn and would tell us not eligible for nothing. All these company 's have been major players in mortgage crisis so i think we have a good case if all 4 have have fines for fraud and XXXX people out of house and you just fined fay $ XXXX. the road i am on and many other Americans caught in this trap need help. I guess they will claim I am the one loan they did right with all this fraud. please help thanks again have a good one
Company Response: Closed with explanation

Timely Response

2017-08-23

WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, we submitted documents for a Short Sale to Fay Servicing. Fay Servicing communicated to us regarding the short sale for several months, and a complete short sale packet was confirmed received shortly thereafter. After the thirty day timeline that Fay Servicing had to respond to us had passed, I followed up several times for status over the telephone, and by email on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. A week later, on XX/XX/XXXX, I received a response from Fay Servicing 's representative, stating that the current offer was denied, without counter offer. That same day, I requested a full explanation and appraisal report. The representative asked if I was talking about a {$45000.00} offer on the property, and informing us that their BPO came back at {$280000.00}. I corrected him, directing him to the {$270000.00} offer in the file, and asked him to resubmit the accurate information to the investor for their review. I followed up on XX/XX/XXXX by email. On XX/XX/XXXX, the representative confirmed the file had been submitted to the investor for review, and requested further documents. We discussed the documents and ultimately provided them, however, on XX/XX/XXXX, the representative stated that the investor has countered at {$370000.00} - a {$90000.00} increase over their own valuation of the property. I challenged this and supplied further documentation, and was informed that on XX/XX/XXXX, the investor denied the offer and is demanding the property be relisted at {$370000.00}, despite the {$280000.00} valuation they hold on the property. We found that the net proceeds they are seeking through these actions reduce the short sale write off to less than {$5000.00}, but risk their borrower losing their home to foreclosure in the process. We believe these actions are in bad faith and violate the spirit of the negotiation process.
Company Response: Closed with explanation

Timely Response

2017-08-23

Green Oaks, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-08-23

Bancroft Hall, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Dear CFPB, My name is XXXX XXXX and I am writing this letter in reference to my current mortgage servicer, Fay Servicing. I have been attempting to obtain help from CFPB since XX/XX/XXXX. I am currently trying to save the house that my grandparents built before I was born in XX/XX/XXXX. I have been fighting to keep my home since XX/XX/XXXX. I was originally placed in a trial modification in XX/XX/XXXX and I made payments on my trial modification until it was sold to another bank and the new bank refused to take my payments. I have provided that documentation to you. The loan was sold around to several servicers for over XXXX years and I acquired {$180000.00} dollars in late fees and penalties. I have explained this to each bank that obtains my mortgage attempt to foreclose but they continue to push forward with modifying these late fees. I was offered a modification in XX/XX/XXXX by XXXX XXXX XXXX XXXX and the loan was sold and the same thing happened and it was sold again. I was offered a modification again by XXXX XXXX of {$580000.00} and I was represented by an attorney. I was advised that there was nothing I could do because the banks were allowed to do what they want and ca n't be stopped. I have been represented by attorneys since XX/XX/XXXX. I have spent thousands of dollars trying to save my home. Now, the current servicer is Fay Servicing, I have explained this situation to them on several occasions. The servicers keep pushing me to pay them {$600000.00} dollars or sell the home. This is the only home that my family knows. I have submitted documentation to Faye Servicing since XX/XX/XXXX and I was making {$4000.00} dollars a month XXXX income and {$700.00} dollars a month in retirement income. They told me it was not enough money. I am working as hard as I can to keep my home and they keep denying me. They have stated that they have not received documents that have been confirmed sent and received by their department. They have stated that they did not receive my bank statements and my XXXX income when it has been confirmed received. I had to get two roommates to move in to make my income higher and I finally received a modification. The trial modification comes with an interest rate 5.750 %. I received the documentation on Thursday, XX/XX/XXXX and I need to make a decision by XX/XX/XXXX. They are given me XXXX days to meet with my attorney and go over the terms and make a decision. This is stressful for anyone that is making a decision on taking out a loan. They further stated that they will hold the trial payments in an account until sufficient funds are in the account to pay towards my oldest delinquent payment. Well, I would not know what my oldest delinquent payment is because I have never received monthly mortgage statements from them or any other servicer that was servicing my loan prior to Fay Servicing. I have asked each servicer to send me accounting information for my loan beginning with my original servicer so I can see the monthly mortgage payments I have paid so that I can compare it to my accounting information and until this day I have not received that accounting information from any servicer. I have received a trial modification in the past and I know that they do not have to permanently modify my mortgage. XXXX years later I am still trying to obtain a fair mortgage modification. I work side by side with lenders every day in my profession and on XX/XX/XXXX, the mortgage rates for Maryland is 3.625 % to 4.125 %. There are no banks giving mortgage loans with a 5.750 % percent interest rate. I would like to have a modification of my mortgage so I can move on with my life and get the stress of this mortgage situation behind me. I think the interest rate is outrageous and I have already been placed on a trial modification and I have shown I can pay. My trial modification was {$1800.00} a month. The trial modification with Fay Servicing has gone up {$1000.00} dollars!!! My new trial modification is {$2800.00}. My home is worth XXXX with {$200000.00} dollars in late fees and penalties. Please help me to obtain a fair modification from Fay Servicing and I would like to have a reasonable amount I would like for Fay Servicing to reduce the interest rate to the current market interest rates in my state to help me with my modification. In addition, I would like for Fay Serving to give me a reasonable amount of time to make a determination about this modification. I would also like Fay Servicing to review the errors that were made in my previous modifications and reduce the amount of the late fees and penalties. I had to file a Chapter XXXX bankruptcy to save my home and I do n't think that the bankruptcy court helped me so that I could acquire a {$200000.00} dollar debt to keep my home. I called Fay Servicing on Friday XX/XX/XXXX and spoke with account manager, XXXX XXXX and asked them if the interest rate could be reduced to Maryland 's market value and they told me that I could appeal the decision and that was my only option. They also told me that the investor wo n't take anything lower than the 5.750 %. My attorney advised me today that a representative at Fay Servicing stated that if I do n't sign and accept the modification by Thursday XX/XX/XXXX, they will start foreclosure proceedings on my home. I would like to review the modification with my attorney so that I can understand all of the terms and agreements and not be stressed out about it.
Company Response: Closed with explanation

Timely Response

2017-08-22

FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: not sure where to start. My husband had a XXXX XX/XX/XXXX.Our mortgage company XXXX XXXX XXXX took over a year to help us with a modification. After 14 months of taking the permanent modification payments they told us we did n't meet the guideline. no explanation. The mortgage was sold to Fay Servicing. Again no help. I received a foreclosure letter dated X/XX/2017 when i called Fay Servicing thy told me they did not have this information and to fill out yet another modification package, which did and they showed up at the house with a cash for keys agreement & release. The house was foreclosed and sold. My children live there and now apparently have to move but we have n't heard when.There is plenty more that happened but I am at a loss onwhere to begin.
Company Response: Closed with explanation

Timely Response

2017-08-22

Baker, LA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-08-22

Freeport, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-08-20

Savannah, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On three consecutive business days ( XXXX XXXX,XXXX, and XXXX ), XXXX XXXX of Fay Servicing or his representative showed up physically at my property at XXXX XXXX XXXX, XXXX, GA XXXX and taped the identical letter, dated XXXX XXXX, XXXX, on my door on each of those consecutive nights. The letter requested that I call him directly at ( XXXX ) XXXX in order to " verify my current information and to discuss how [ we ] can work together to improve [ my ] mortgage situation. '' I called him at this number on XX/XX/XXXX at XXXX XXXX and my phone call went to his voicemail. I left a message reassuring him that I had received his letter, requesting that he not post it on my door anymore, and that I was calling him as he had requested. I asked him to call me back that evening or the next day ( XX/XX/XXXX ) between the hours of XXXX XXXX and XXXX XXXX, when I would be available to take his phone call. As of XX/XX/XXXX and I had not yet received a phone call back from him, so on that date I emailed him at the email address he provided asking that he reply to my email with specific instructions as to how to submit my Loss Mitigation Application. It is now XX/XX/XXXX and I still have not received a return phone call or email reply from him or Fay Servicing.
Company Response: Closed with explanation

Timely Response

2017-08-18

Bremen, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was sold to Fay Servicing from XXXX XXXX in XXXX of XXXX made my XXXX payment to XXXX XXXX and begin making mortgage payments to Fay Servicing in XXXX of XXXX. On XXXX XXXX, XXXX ; I received a notice advising that my check was returned as my account was in active pre-foreclosure proceedings when my payment has been made monthly. I called in and spoke with XXXX ; who introduced himself as my account manager ; advised that the last payment received towards the account was in XXXX for the month of XXXX. I eplained to the representative that my payments have been made each month and there was no way that I could 've made a payment for the month of XXXX in XXXX as Fay Servicing did n't acquire my account until XXXX. He in turn told me that I needed to go through the loss mitigation process in order to save my home. I sent a follow up email on XXXX providing copies of canceled checks from Fay Servicing for XXXX-My payment was made directly to my previous lender- Check XXXX I started making payments to Fay Servicing the following month. My XXXX payment- Check XXXX was cashed on XXXX XXXX for XXXX My XXXX payment was cashed on XXXX XXXX Check XXXX for XXXX The payment for the month of XXXX was returned check number XXXX The payment for the month of XXXX Check XXXX has not been cashed or returned. As of XXXX ; I did n't receive a response from Fay Servicing or at minimum an acknowledgement of my email receipt ( basic customer service ). I called in spoke with XXXX XXXX again and was advised that the request was sent to thXXXX XXXX on XXXX. I requested the name of his manager and was provided with the contact information for XXXX XXXX. I sent him an email with the supporting documents and have yet to hear from anyone within the organization regarding my payments or account status. As a safety precaution, I sent in the loss mitigation documents on XXXX to avoid missing the XXXX deadline. I would like for Fay to reactivate my account to allow me to make payments ; as well as remove any associated fees due to their collection proceedings. It seems as if the lender is attempting to swindle my property from beneath my feet and forcing me to go into loss mitigation so that they can add additional fees or extend my loan. This has to be the worst customer service that I have experienced
Company Response: Closed with explanation

Timely Response