ComplaintsforFay Servicing LLC

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charging a payment which has been made, rude communication, and very evasive. The first phone conversation *** offered " a payment adjustment based on being behind", the payment adjustment is a lie, and very misguided. I can see why and how people who are already in a financial bind fall for this scheme and end up losing their homes. Please take a look at the letter I'm sending them certified.

  Business response

  06/05/2024

  Please see the attached response.

  Customer response

  06/18/2024

   
  Complaint: 21768774
  
  I am rejecting this response because:
  
  Sincerely,
  
  Yenixis *********************************

  Business response

  06/24/2024

  Please see the attached response.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 15 of 2024, I received a letter from BSI ********* Services that I will be transferred to Fay Servicing on June 07, 2024. Starting on June *******, all of my payments will transferred to Fay Servicing, LLC. The problem is that on April 1, 2024, BSI stopped accepting my automatic payments and did not inform me in any way. I assumed the payment was taken into and had not checked in on my mortgage payment. Only until I had to manually call *** Services, I was informed that with my 50 day late fee, I would have to pay over $2000 dollars for additional payments as a part of my late fee. Fay Servicing, LLC are dishonest and have unfair business practices on their customers. I strongly do not recommend. Beware.

  Business response

  05/24/2024

  Please see the attached response.

  Customer response

  05/24/2024

   
  Complaint: 21743706
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I do not have a contract with Fat Servicing LLC. They did not provide me with the original contract as I requested.

  Business response

  05/14/2024

  Please see the attached response.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fays servicing either is servicer or owns the loan of my property at **********************************. Even though it's in both my partners name and mine ( we own the ***** and we both personal guarantee the loan they will only speak with my partner but that does not matter. For over a year they have been holding ****** $8,684.82 from us. For whatever reason while back they were double billing us BUT was not going to pay down principle OR paying down future payments but instead goes to a side account called "suspense balance" They literally refuse after weeks of back and forth and showing proof to give it back, we talk to people from ***** with broken English that give us no solution. This is not an interest baring account so they are stealing interest from us. They will not credit it to our principal nor will they allow us to pre pay our future PITI payments. They told us you will have to disconnect your autopay and it will draw down which we did yet they STILL somehow draw new payments from our account. No idea what to do, who has time to chase these people and chase your tail. So done with them, THEY OWE US OVER A YEAR of interest at the very least on that money

  Business response

  05/21/2024

  Please see the attached response.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a Borrower Assistance Application, in which supposed to help relieve some of the pressure or to modify the total amount and allow you to get back on track.I applied for this relief on April 1, 2024, and according to them a decision was made on April 5, 2024.I was not notified by mail, email or any documentation or correspondence was sent to this third-party portal. I spoke with someone on April 1, 2024, and again on April 5, 2024, in reference to did they receive my application and do I need to send anything with it. (04/01/24) On April 5, 2024, I call in reference to receiving a letter in the mail in regard to incomplete application and proof of home insurance. I spoke with *********************** on that day.I received a call on today 04/24/24 but no one left a message, so I called back after I went on break. I spoke with *********************** in reference to someone calling me and plus wants to know the status of my application.So, he begins to explain to me that a decision was made on 5th of April 2024 and a letter was mailed to your house. What decision, I called and spoke with you on that day, and you did not say anything, nor did I get anything in the mail in reference to anything or an email indicating that a decision was made and check the portal.My complaint is they like to keep people in the dark about criticial information about applying for any type of foreclosure relief. I was told that all the program stop when ***** enter into the ***********...Moving forward with the foreclosure process against borrowers who is applying for help. I was told that I was already in the process, but I did not receive any mail from them or from any attorney of theirs. Stop with the illegal practices and comply with mortgage servicing rules. Like responding with timely and accurate acknowledgement and evaluation notices required by an under federal regulations. (This was not done at all) The Denial letter was broad and does not give any detail information to what led her (*************************) this decision. My senior ******************************* could not really explain why the decision was made the way it was and what actual led to this decision. He couldn't explain it to me correctly. I thought that this mortgage company is responsible for soliciting borrowers certain programs, responding to their application in a timely way , determining eligibility and implementing the foreclosure relief program for people like me. This company used a third party vendor to export information to them, and I was block from this portal and plus from the Fay Servicing website. So, theres no way for me to access information in reference to my application or to see for myself any update. I was told today that they cannot unblock from this (third party vendor). But this portal is attached to their website for consumer to used when they are seeking for help of any sort, or to review their account. I was block from both for almost now two years. So, is this practice common for companies to block the consumer in making any type of decision on their account. The problem that I have, is that I prefer to look and examine where I'm at in my process, not calling every time I have a problem with this company.They are not experiences or acknowledgeable groups of folks that can guide you in the right direction. I'm convince that they want my property because it's worth some money to them. But if I am seeking for some guidance from this company then why the push back. I'm up to my eyeball with this company. I never seen anything like them. I want some answer...as to why you guys keep allowing company like to practice in certain states when they don't want to assist the homeowners.

  Business response

  05/01/2024

  Please see the attached response.

  Customer response

  05/02/2024

   
  Complaint: 21626540
  
  I am rejecting this response because: first I did not receive the letter they claim was sent to the house address. Secondly, any information that should been provided to me should have went thru the portal that they provided to the customer to used.  Just like I stated in the complaint that I was block access to used the portal or the their website also. This letter was suppose to be sent in a timely fashion in order for me to dispute anything. But Fay Servicing is fully aware of the process and this is why I'm filing a complaint.  I just receive a letter stating a legally required notice that was mailed out on April 24, 2024 stating what im suppose to be because im behind on my mortgage. This is after the fact. I will provided a copy of the letter. 

  The denial letter does not state the reasons for thr denial at loss, whether it was income or what. It is too broad and I deserve an explanation. The law require the mortgage company to assist but how is they assisting me when I filed the paperwork on the first of thr month in April and they Denied it on the 5th of April. That's not enough time to evaluate what options is suitable for thr client. 4 days is not enough to review any options. So, no im agree with this decision and yes I desire more then what they are willing to say or do. Most definitely I know where I stand legally and yes this company was *** multiple time for the same thing im disputing. blocking the options for consumer to used or willing to assist your customer. What it ball's down to they see the equity in my property and it is worth more me out then in. They did not offer anything at all to me. I did not receive the letter until I call and ask for the status on my application that's when I was notify with the information. I believe a phone call and email should have been sent because last year I filed for the same process and I was clearly denied due to income last year. And I receive a letter thru the portal and thru an email. So why is this process different this year. ?? 12 month turn around with the same underwriter and receive a different result and a different processing method why? What change? If I never call a week ago, I would have never know about the denied application.  Which is very disturbing to me. This is the lack of communication on their part and it was a reason for it. They did not wanted me to dispute the paperwork, so they did not send me the paperwork as they claim thru the mailing system. It's funny how I can receive everything but that denied letter. Funny. They knew I had 15 days to dispute it and delay and block my access deliberately so that I won't be able to dispute it. This company been playing games for years and suing them and hitting them with fines seem not be doing the job for them. I believe Consumer ************************* should closed them down because they are not working for the consumer at all.  Now I want a better answer from them because what they sent is not go enough. But let them know I filed a complaint against them thru CPFB and I just got a response from them indicating they sending the complaint to the consumer. So, let see if Im going to get the same answer. CPFB does things a lot different from BBB. Because they will be investigate again for same is***s that consumer is having with them. Choose your battle Fay Servicing...

  
  
  Sincerely,
  
  *****************************

  Business response

  05/08/2024

  Please see the attached response.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm not in Bankruptcy and they keep stating that i am and wont discuss my loan.

  Business response

  04/29/2024

  Please see the attached response.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  my mortgage to *** was paid by off on Feb 28, 2024 . As of April 10 2024 , I am getting the run around with then sending my certificate of satisfaction to the registry of deeds . They continue to tell me it hasnt been closed until 4/1/2024 and will take 90 days to receive paperwork . I have proof *** check to them was cleared 3/4/2024 .well they continue to play games , I have to pay property tax in the land and I just want to sell it immediately but have to wait for the deed to be sent to registry . they also have no complaint line to speak with a person . the 2 men I spoke too on the phone are extremely rude . can you image if I told them I would pay my mortgage in 90 days !! lol

  Business response

  04/12/2024

  Please see the attached response.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Been divorced for over 20 years. Ex by court order had to get my name off loan and take responsibility for loan. *** financial was notified but continue to be in my name. Refinancing without my knowledge. Sinking my credit

  Business response

  04/12/2024

  Please see the attached response.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The mortgage company raised our mortgage by $1000 because of their error in not noticing that we had flood insurance. They mistakenly didnt see the proof our insurance agent sent over and they are unwilling to waive any penalties while they correct their mistake. We are happy to pay the correct amount not what they want bc it is not really what we owe and they said it can take 14 days to correct.

  Business response

  04/16/2024

  Please see the attached response.

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was denied a workout option for my loan becuase I exeeded the amount of times I could be reviewed for help. I do not believe that I was treated fairly in regards to the loan modification process. I had an approved loan modification with the lender Specialized loan servicing when they transferred the loan to you and at that point the only thing that needed to be done was that I needed a new loan modification agreement to ge signed but then I never got it and i was told several times your department was working on it this is back from last year november or so. It is noted in your system and as well the calls were recorded that I kept calling in to get the status on the loan modification paperwork and it was never resent. Then after that the account manager told me that I had to re apply and that would be the only way since then it has been denied again My reason for this complaint is that I should not be denied since it was not my fault your company did not have the complete file when the file was transfereed to you from Specialiced Loan Servicing. I have the money for the payments I was supposed to make since september and I have told this to your department several times. I am a 75 year old disabled widow. I do not have a place to go or move to if I lose this home. I have been calling and appealing for a while but I have not got a responce about why the loan modification paperwork was not sent back out. I am also trying to borrow the money to bring it current but I do not have enough time to the 23rd of this month to make that happen. I should be able to just make the payments on the loan modification as it was approved , it is not my fault that your department did not send out the necesary paperwork on time. And then you closed out my loan modification therefore leaving me with no option but to lose my home to foreclosure. I need a reveiw of this file including all calls I made about not receiving the loan moditication contract in a timely manner.

  Business response

  04/15/2024

  Please see the attached response.

  Customer response

  04/16/2024

   
  Complaint: 21535916
  
  I am rejecting this response because: My point is that they did not send out the modification packet and then they cancelled the modification.  Therefore when they made me re apply now they say I'm not elegible .  Due to having had been offered a modification before and it being cancelled.  So I have a right to be reviewed for the loan modification becasue it was not my fault they did not send my packet out.  That is their fault.  
  
  Sincerely,
  
  *****************************

  Business response

  04/19/2024

  Please see the attached response.

  Customer response

  04/22/2024

   
  Complaint: 21535916
  
  I am rejecting this response because:

   

  Per the letter from  *** that was the response to my complaint

   

  Yes I was out of town and they said they had sent the package so I assumed it would be at home when I got back how ever I did not find anything at home when I got back and I did let *** know that I did not have the paperwork, I did not receive it and even if they have a tracking number that doesnt mean anything to me becasue I did tell them over the phone that i NEVER GOT THEM.  And they still did not send a copy.  Wouldnt that be the correct thing to do?

   

  
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩