Fay Servicing, LLC

2019-03-28

Bellaire, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-26

Kansas City, KS

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-25

PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I lost my job in XXXX of XXXX and was without an income until the end of XX/XX/XXXX. I was unable to make mortgage payment in that timeframe and for a couple of months after that. I contacted Fay Servicing in regards to loss mitigation with my mortgage at the end of XX/XX/XXXX. I was sent a loss mitigation packet in which I put all documentation together and emailed to them XXXX XXXX. I received a letter from Fay Servicing with additional documentation required which I sent everything to them except for a XXXX W2 which I could not locate. I contacted Fay Servicing to let them know same. They were supposed to have the account manager return my call which was never done. I sent all other information they were looking for with a clear message that I was unable to obtain the XXXX W2 on XXXX XXXX. I never heard anything back. I attempted to contact Fay Servicing several times in XXXX never receiving a return call from the account manager. Finally on XXXX XXXX I was finally able to speak with the account manager who told me there was nothing he could do without the XXXX W2. I managed to get a copy of it and emailed it to him XXXX XXXX. Again I heard nothing from the account manager or did I receive any mail stating there was any outstanding documentation. I again proceeded to attempt to contact the account manager the last week of XX/XX/XXXX. I made several calls that were not returned until finally I left a nasty message which was finally returned on XXXX XXXX. At that time I was told that the company now needed my XXXX W2 's and a copy of my XXXX tax return. I forwarded the requested information the very next day on XXXX XXXX. Again heard nothing. On Wednesday XXXX XXXX I received a notification not even to me but to the tenant in the house ( my home is my primary residence there are no tenants ) that my house was going to Sheriff 's sale XX/XX/XXXX. This was the first notification of any kind that I had received of this nature. I immediately contacted the account manager who did not return the first call, I called and left a second message again getting nasty. The account manager proceeded to tell me that my file had been closed on XXXX XXXX for not receiving the documentation requested in time. Every time any documentation was requested I emailed it to the company within two days of the request ( I have copies of all emails sent ). After explaining that I had copies of everything sent to them via email the account manager said he was going to attempt to get the processing unit to reopen my file. He also told me to contact him Friday XXXX XXXX to find out if he was able to have this done and the worst case scenario would be to start the process all over again. I contacted the account manager, XXXX XXXX, XXXX XXXX at 11:00 AM with not return call. I then proceeded to get on the offensive and resubmit the entire application online Friday afternoon. I am in danger of losing my home and receiving no help from the servicer. It almost seems like they are intentionally trying to cause the loss of my home.
Company Response: Closed with explanation

Timely Response

2019-03-22

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2016 I was involved in a car accident. While still in recovery my home was flooded on XX/XX/2016. The abatement company that worked in my home, cross contaminated my house with mold and asbestos by XXXX XXXX XXXX. I was living in my home not knowing that I was being fully exposed to contamination. For more than a year I lived out of a suitcase. I was allergic to the chemicals they used to contain the contamination, which seriously jeopardized my health. The health complications compounded to the injuries sustained in the car accident, led me to close my business causing an extensive decrease in my income as well as increases in my expenses. Furthermore, it depleted my entire life savings. Prior to all this, I had excellent credit rating, and I had never defaulted in my mortgage payments. I attempted to refinance prior to falling behind on my mortgage payments, but because of the negative equity and many mortgage financing programs not being available any longer, I was unable to get help. At this point, I'm renting rooms in my home which will allow me to afford a modified mortgage payment. In addition, I've been proactive in successfully cutting out all the non-essentials in my life to be able to bring down my expenses. Furthermore, I've secured a part time job since I'm still recovering from the toxicity in my body, and can't work full time. I was not a victim of the fires in California per se, but the results have been the same, because I've been a victim of chemical burning and contamination. At this point, Fay Servicing is adding fees of {$1600.00} a month to a monthly mortgage payment of {$3000.00}. These fees Fay Servicing is adding, plus my own re-arrears has mounted to a debt of {$98000.00} in late payments. I would like XXXX XXXX XXXX ( owners of my loan ) to consider putting these re-arrears at the back end of my loan, to give me the opportunity to keep my home. This would allow me to have a fresh start. I've talked to a HUD adviser, we went over my monthly expenses and monthly income. He figured out that after paying all my monthly expenses, I still have about {$700.00} dollars left in income. He said that he didn't understand why my lender refuses to work with me, when it's clear that given the opportunity, I could start making my monthly payments. SIDE NOTE : At this point the master bedroom in my home is completely sealed, since it's believed to be contaminated with mold and asbestos. I have not taken care of it, because I don't want to invest money in a house that the bank refuses to let me keep. The lender will have to disclose the history of contamination to potential buyers, if they decide to take the house away from me. The estimate to bring this room back to normal, including the laundry room which is bare because all the cabinets were removed due to contamination, will be over $ 25K. The estimate that I'm submitting here, does not include all the walls in the master bedroom shower and master bedroom closet that will have to be tore up, to remove the mold. This estimate was given to me verbally by another restoration company. Also, the room will require to be re-tested post clean up, to make sure that no contamination is present anymore ( see attached estimate ). In addition, the house is in need of a new roof. The estimate I got from a licensed contractor is for $ XXXX. The house is also in need of new appliances, stucco repairs, bathroom repairs ( 2nd bathroom in the house ). All in all, it'll take over $ 50K in expenses to bring the house back to normal. The lender is saying that my house is worth $ XXXX, and I don't agree to that. The real value of the house is about $ XXXX. This is the value that XXXX gave to my house a few months ago. The comparables that Fay Servicing has sent me, show homes that have been totally remodeled. This is an old neighborhood, and all the houses that have gone on the market have been totally remodeled. I know because I've been to my neighbors ' homes. I've asked Fay Servicing to have my home inspected inside, but my account manager with Fay Servicing said that first I need to sign the Deed-In-Lieu of Foreclosure offer, which is the only option that they have given me at this point. I find this to be unfair to say the least. They didn't even review my Borrowers Assistance Form. If they had, they would've asked for bank statements, rental agreements, pay stubs, etc. They never asked for anything. They only sent me a letter saying that I have until XX/XX/XXXX to accept the Deed-In-Lieu offer. Otherwise, they will start foreclosure of my home. I feel that I'm being discriminated against, and taken advantage of because I'm a single female and minority.
Company Response: Closed with explanation

Timely Response

2019-03-22

La Mesa, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-21

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-20

Healy, AK

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My husband and I purchased our home located in XXXX, AK for {$230000.00} in XXXX with a {$40000.00} down payment with XXXX XXXX. My husband left in XXXX of XXXX. Being a single mother of XXXX children made it impossible to pay the mortgage. XXXX XXXX informs me that they will foreclose on XX/XX/XXXX. I filed chapter XXXX bankruptcy in XXXX of XXXX in hopes to keep the house until my children graduated high school. The mortgage was sold to Fay Servicing. Fay Servicing modified the loan with promises of making payments affordable on my single parent income. The amount owed on the house at the time was {$240000.00}. The modification rose this balance to {$320000.00}, with no explanation on the {$80000.00} increase. To stay in my home, I made the payments. I have be transferred to 10 account managers in the process, all unable to find documents I had sent many times over. My husbands passing, XXXX, gave me the ability to collect social security benefits on my children. This income made it possible to pay the $ XXXX monthly mortgage payment, otherwise unaffordable. Chapter XXXX was paid in full in the year XXXX. I made payments to Fay Servicing through XX/XX/XXXX. I was unable to afford the {$2100.00} payment each month on a income of {$2000.00} per month. Social Security stopped after my childrens graduation and I was forced to leave the home and live with family. Foreclosure was imminent and I gave up the keys. Fay Servicing holds the houses worth at over {$320000.00} not allowing me to sell the home at a reasonable price. This house has been on the market for 7 months without an offer. Fay Servicings service has caused my otherwise very strong credit scores to suffer, making me ineligible to finance a residence for myself. Fay Servicing only shows up on one of my three credit scores and there is no reasonable cause for my loan modification to increase by XXXX with the money I had already put towards the home. At the time, though suspicious, it seemed this was the only way to stay in my home. I would like to know why there was an {$80000.00} increase, my home to be sold at a reasonable rate, and most importantly my credit score to be edited to reflect Fay ServicingXXXX errors, allowing me to purchase a home.
Company Response: Closed with explanation

Timely Response

2019-03-19

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We are writing consumer finance in hopes of obtaining answers from Fay Servicing concerning our mortgage payments, mortgage note. These are questions that have gone unanswered by Fay Servicing. Fay Servicing started taking over our mortgage payments in XXXX transferred to them from XXXX XXXX XXXX. 1 Why our mortgage payments are not being applied towards our mortgage as of XXXX XXXX? We discovered that Fay Servicing was not applying our payment toward the mortgage, after reviewing our payment history on-line at Fay Servicing homeowners portal. Granted that we miss two mortgage payment because one of the homeowners became critically ill in XX/XX/XXXX and diagnosed with XXXX in XX/XX/XXXX. The two payments we miss were in the months of XX/XX/XXXX and XX/XX/XXXX months of paying medical bills, hospitals testing and XXXX treatment. 2. Fay Servicing suddenly stop processing payments from us XXXX XXXX AND we need to know why? We started paying Fay Servicing extra money over our mortgage payments towards the months we missed XX/XX/XXXX and XX/XX/XXXX and then Fay Servicing suddenly stop processing own payments. We want to be current and want our payments to reflect that we are paying towards being current with Mortgage payments and Mortgage Note. 2. We want to know what company owns our mortgage note? We received two different Mortgage Interest Statements for XXXX, one fromXX/XX/XXXX and one from Fay Servicing. 3. We want to pay off our Mortgage Note XXXX XXXX and need to know what company owns the Mortgage Note, the company mailing address and phone number so we can start processings to pay off the Mortgage Note. 4. Why Fay Servicing is not corresponding or replying to our emails?
Company Response: Closed with explanation

Timely Response

2019-03-15

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The property that I reside at I have been in foreclosure for some time now, this all began back when XXXX XXXX XXXX owned my mortgage and I had a line of credit attached as well. Things in my house hold got complicated when my partner had health issues and was unable to work. Back then I put in for a loan modification and was going through the process and XXXX XXXX XXXX sold my mortgage to another Mortgage Company. The mortgage company I believe was XXXXXXXX XXXX at the time, since then it has been taking over once again by Fay Servicing which has been next to impossible to deal with. I never was contacted from them up until the time when I received a certified letter on a auction date of my house. I went online to their web page and looked at my account and the personal information they had was incorrect and they had a do not call applied to my account for some reason. At this time I reached out to Fay and gave them my correct information and made it clear that I had funds and I wanted to work with them to straighten out my mortgage. They continued pressing with foreclosure with an auction date scheduled and I was unable to get written documentation from them as to pull the money out of a 401k account that I have. Last minute I was forced to go hire an attorney in file for bankruptcy to postpone the auction in order to give me enough time to get proper documentation to pull out a hardship against my 401k. Without receiving documentation I received another letter of foreclosure for auction date slated XX/XX/XXXX, once again as in many times I called Fay Servicing for information on my mortgage and documention of amount due. I did not receive documentation 4 weeks until I finally received it and sent in my application to my 401k company. The paperwork got tied up with my 401 and was waiting on electronic transfers for money into my account to be able to bring my mortgage up-to-date. Called Fay services as well as faxed over all documentation I had of guaranteed funds and they refused to cancel auction in allow me the opportunity to bring my account to date or pay off Mortgage in full, was told that they refuse to cancel auction and are pressing forward with foreclosure which did happen. At the auction no certified bidders were present other than myself and was told it would go back to Fay services which I could deal with and try to resolve this issue once again. I have reached out to Fay services since XX/XX/XXXX to date calling them more than 50 times without a return phone call or information of how I can Rectify this issue, I have even reached out to CEO of company as well as VP 's with no return phone call no answers and have been left in the dark. I have spoken to the property management company XXXXXXXX XXXX XXXX XXXX and he has informed me that Fay Services Under no circumstances will sell me the house or the tenant that resides in the house. I have never dealt with a company that worked in these kind of strong-arm tactics that seems very unprofessional and illegal. Now I'm concerned with a sheriff showing up at my door throwing me out of my house that I want to purchase.
Company Response: Closed with explanation

Timely Response

2019-03-13

Monmouth Park, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

Chicago, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX was my mortgage company. I hired a law firm to help me get a reduced interest rate from XXXX XXXX because I had 2 loan modifications with XXXX XXXX but I was told the mortgages were fixed 30 year mortgages. Howver, each time the interest started low and ballooned to over 6.5 %. So I did not want to modify my loan with XXXX XXXX a third time. XXXX XXXX and my attorney ( XXXX XXXX ) at XXXX XXXX XXXX was negotiating my mortgage loan and in XX/XX/XXXX in the middle of the foreclosure prevention negotiation, XXXX XXXX transferred the loan to Fay Servicing. Fay Servicing has refused to reduce the interest and has tried to force a foreclosure or have me pay {$18000.00} to reinstste the loan. I thought I paid the amount to reinstate the loan by wire transfer from my XXXX XXXX to the Federal Reserve to Fay Servicing. As it turned out the money that the Federal Reserve put into the Fay Serving Account at the XXXX XXXX XXXX, was stolen. The account may not have been a valid Fay Servicing Account at the XXXX XXXX XXXX. That was onXX/XX/XXXX. The wire transfer money was due XX/XX/XXXX. On XX/XX/XXXX my attorney contacted me to tell me that Fay Servicing did not receive the {$18000.00} that was wired from the Federal Reserve. Now, today I receive a letter from Fay Servicing asking for {$20000.00} by Friday XX/XX/XXXX to reinstate my loan. Fay Servicing will not reduce the interest rate or put the reinstatement fee back into the loan. Considering that I made the initial reinstsement amount in good faith just 2 weeks ago, I don't feel that Fay Servicing is being reasonable to try to foreclose on my family home that I grew up in and that I can afford to keep by making monthly payments at a reasonable interest rate. I need your help in understanding why XXXX XXXX would not negotiate and why XXXX XXXX transferred the loan after trying to foreclose on my property. But, currently, XXXX XXXX is advertising new mortgages on the radio that have 3 % interest rates, Secondly, I need your help in getting Fay Servicing to reduce the interest on my mortgage .loan and put the reinstatement fee back into the mortgage loan or let me make payments to pay the reinstatement fees. The wire transfer was stolen by being wired into an account that was named Fay Servincing at XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-03-08

DE

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX XXXX has not responded to my escalation of wrongful appeal denial by Fay Servicing for my request for mortgage assistance submitted XX/XX/XXXX. XX/XX/XXXX, XXXX XXXX XXXX XXXX through its attorney at XXXX, XXXX has requested to the Court to proceed in its Motion to Substitute Parties in foreclosure action XXXX filed at Delaware Superior Court in XX/XX/XXXX. My mortgage loan was transferred to XXXX XXXX XXXX XXXX in XX/XX/XXXX. XXXX XXXX XXXX XXXX is engaged in dual-tracking through Fay Servicing ( Loan Number XXXX ) in its pending motion is to substitute parties from XXXX XXXX to XXXX XXXX XXXX XXXX to proceed in judicial foreclosure. Fay Servicing is under an active 5-year Consumer Financial Protection Bureau ( CFPB ) Consent Order ( File No. XXXX ) for among other things, its violations of mitigation procedures ( 2 CFR 1024.41 Loss Mitigation Procedures ).
Company Response: Closed with explanation

Timely Response

2019-03-08

NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I WAS NOT AWARE OF A LUMP SUM OF XXXX THAT I HAVE TO PAY AT THE END OF THE LOAN. i REFINANCED WITH FAY SERVICES, THEY LOWERED MY INTEREST RATE. I NOW CAN AFFORD THE MORTAGE BUT WHEN CHECKING ON MY REDIT REPORT I FOUND OUT THAT I OWE THIS XXXX. WHAT SHOULD WE DO? MY HUSBAND IS NOW RETIRED AN WE NEED TO SELL THE HOUSE RELOCATE, WE WOULD HAVE TO DO A SHORT SALE TO BE ABLE TO SELL THE HOUSE, OWING THIS XXXX IT WOULD HAVE TO BE SOLD AT MUCH HIGHER PRICE, THERE WOULD BE NO BUYERS WILLING TO PAY THIS. A SHORT SALE WILL DAMAGE OUR CREDIT, WE HAVE WORKED VERY HARD ON IT BEING OVER 750. IT SEEMS AS IF THE MEDIFICATION SO CALLED HELP IS A SCAM. THE SEEM TO HELP NOW BUY PAY LATER THE INTEREST THAT WAS REDUCED AND IN ONE PAYMENT. SHADY BUSINESS. PLEASE HELP US RESOLVE THIS ISSUE
Company Response: Closed with explanation

Timely Response

2019-03-08

Aura, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-07

Stevenson, MD

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-06

Brookside, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2019-03-05

El Sobrante, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: A short sale offer and full file was submitted to my servicer ( XXXX XXXX ) in XX/XX/XXXX. In XX/XX/XXXX, borrower was notified the servicing was being transferred to Fay Servicing. On XX/XX/XXXX, the loan was transferred. Multiple calls were made to Fay for status updates on the short sale file, and we were told the file was " under review ''. Finally, on XX/XX/XXXX we requested to speak with a supervisor, as Fay still had the foreclosure set for XX/XX/XXXX. The VP of Loss Mitigation ( XXXX XXXX ) requested we resend him the offer docs, which were done so immediately. On XX/XX/XXXX, after we received an email requesting changes to be made to the settlement statement ( regarding commission ), we called the VP of Loss Mit to question why these were being requested now, when we were previously told nothing else needed to be changed. The VP ( XXXX ) became aggressive, and told us he sent an email ( while we were on the phone ), to the Investor, and that our offer was declined. He told us the BPO came in at $ XXXX, and countered us at $ XXXX. This happened in a matter of less than 2 minutes. We feel we are being unfairly declined/countered, furthermore, we don't know ANYONE who would be willing to over pay $ XXXX for a property with a valuation showing $ XXXX.
Company Response: Closed with explanation

Timely Response

2019-03-05

Philadelphia, PA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: My loan was originally with XXXX XXXX XXXX. They sold to XXXX XXXX who in turn sold to Fay Service in XX/XX/2018. This year I was notified by Fay Servicing that my escrow account was short and I would be getting charged approximately {$150.00} more a month. I was also told I would be getting additional charges for lapse in coverage for insurance that was lender placed. According to Fay servicing, I had lapse in coverage in XX/XX/2018 to XX/XX/2018. At this time my loan was serviced by XXXX. They also told me my escrow account was transferred with negative balance. I have requested information from XXXX XXXX and they have advised that I need to speak to current servicer since my account is closed. I spoke with my account manager who was going to look into the issue and then when I called again to follow up I was advised that she no longer handled my account and I had new account manager. I have made numerous attempts, via phone and email to get full accounting of my escrow account. To date, only info I have is projected and what they claim was transferred. I also requested explanation how they can charge me for insurance lapse in coverage when loan was serviced with another company. I also paid previous servicer for lender placed insurance. There should be some refund if I insurance was not paid. This year I was billed for lender placed insurance but have my own insurance placed and still waiting for accounting of that insurance cancelled and new insurance billed. My online account does not give me full statement. My payment went from {$640.00} in XXXX to {$790.00} in XXXX. I am getting no answers from either XXXX financing or Fay Servicing. Original email sent on XXXX to Fay Servicing. Follow up on XXXX, XXXX, XXXX. Email sent to XXXX for help on XXXX. All emails also followed up with phone Calls. I did speak with XXXX XXXX at Fay Servicing and she never got back to me other than mailing me projected escrow. Thank you.
Company Response: Closed with explanation

Timely Response

2019-03-04

Royal Palm Beach, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, we filed a complaint with the CFPB because Fay Servicing had not responded within 30 days to our appeal or application for a modification. On XX/XX/XXXX we received a letter from Fay Servicing on XX/XX/XXXX stating that we were approved for a deferment on our loan. The letter stated, " With a deferment, the total past due balance is deferred to the end of the loan. This second unpaid principal balance does not come due, until the loan matures or is paid in full. '' We contacted our customer service representative, XXXX XXXX, on XX/XX/XXXX to accept the deferment. XXXX XXXX was not available so we spoke with another representative, XXXX. XXXX confirmed that we accepted the deferment and would put the process through with our acceptance. We emailed the applications department at Fay Servicing our acceptance as well. We were told a conferment letter would be sent to us with a XXXX label. We asked how long would it take for the letter to be drafted. XXXX said it usually takes about a week or so and said he would stay on top of it to make sure it gets out soon. He also told us that all foreclosure proceedings were on hold and suspended for now. On XX/XX/XXXX, we called to follow up with XXXX XXXX and he said the letter had not been drafted and it would take another week to be done. We asked to speak with his manager, XXXX XXXX, who told us that we had been approved in the system on XX/XX/XXXX but that the deferment we were approved for was different than what was written in the letter sent to us on XX/XX/XXXX and sent to the CFPB. XXXX said that the large deferment that we were approved for was for half of the amount past due to be paid in monthly payments for 6 months in addition to the regular monthly payment and the other half would be added to the back of the loan. This is NOT what was written in the letter from Fay Servicings legal department, please see attached letter. We told him that this was not what was written in the letter from his legal department to us and the CFPB. We requested to speak with his supervisor to resolve this matter. We are awaiting a call back from his manager, XXXX XXXX. The letter also promised that the foreclosure proceedings are on hold, but we do not believe that to be the case.
Company Response: Closed with explanation

Timely Response

2019-03-04

Belshaw, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XXXX I experienced financial hardship as a self-employed XXXX in XXXX Indiana. The servicing company at the time refused to allow me to catch up my payments which were around 5 or 6 months behind. They moved to foreclose on my home and refused to take any sort of repayment plan. I was forced to file bankruptcy in XXXX. That bankruptcy was eventually withdrawn per advice from my attorney. I then attempted to make arrangements with the new servicer Fay Servicing. On XX/XX/XXXX I had turned in hardship packets to Fay asking for some sort of modification on my loan. The interest and fees were as much if not more than the principal balance. Fay never responded to my request. Fay eventually refiled foreclosure to which we are currently still working in. I have hired a real estate agent who has listed the home and has brought a reasonable offer to Fay. All cash. My property has some physical repairs it needs due to being at the bottom of a hill on a lake. The agent helped me turn in a hardship package, again. The offer then came in. Fay failed to respond to the offer and the hardship packet. The agent pursued communications but couldn't get any answer or direction from Fay all the way up to the day before Foreclosure. So I was forced once again to file for bankruptcy to help stay the foreclosure and give me a chance to still deal with this situation. Over the last several months I have fallen ill with XXXX XXXX. I have sent proof to Fay. Didn't help. The agent spoke to a manager trying to get the short sale approved and the agent was informed the hardship packet was not complete but when the agent requested the manager re-review, she said it was sufficient. At this time, I think I just need some help. Fay seems disorganized and unable to address my account. I do not understand my total balance due and why it is so high in comparison to my loan balance. I don't understand why they will not let me short sell the house and why they would tell me my paperwork is not right when it was. Any and all help is welcome. I just need to get on with my life and deal with my health. I wish to sell the home and be relieved of any additional debt. I can not take care of the property any more due to my agent and health. I do not understand why it seems like I am the only one trying to make this right.
Company Response: Closed with explanation

Timely Response

2019-03-01

Cheverly, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-01

Cheverly, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-27

Colts Neck, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have had a mortgage with Fay Servicing , LLC and I asked and filled out all paperwork required for a loan modification because of a severe medical problem, I just can not make the payments because it is a variable rate interest only loan and the payment keeps going up beyond my ability to pay on time. We contacted them on XX/XX/XXXX and filled out all paperwork they gave us, then they did not respond at all for 3 weeks and after I attempted to contact them 3 times, they ignored my requests. I then sent them in a final package of paperwork which they said they never got ( stall technique ) I then found the USPS date of delivery of XX/XX/XXXX and it was delievered to them. They are not communicating back in a timely manner and I can not make my payments any longer. They are dishonest and deceptive in trying to stall our requests hoping we go away. I need immediate help to get them to accept our modification as it was written. Thank you.
Company Response: Closed with explanation

Timely Response

2019-02-27

Milwaukee, WI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-25

Gloucester City, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: For the past 2 years I have tried to submit a mortgage workout package with my current mortgage company and has been a hassle as they always claim that my documents are incomplete. I have submitted a complete package again on XX/XX/2019 and I was advised by the rep that its assigned to my loan that it was a waste of time that would not be reviewed. I don't know where to go now.
Company Response: Closed with explanation

Timely Response