Fay Servicing, LLC

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
John [redacted]I reject the response due to the fact that I gave Fay Servicing my new address ![redacted] Key West Fl 33040. there agent failed to note the new address. All calls were taped according to them. they have never reported the lien payed in full. I still have not received the taxes payed.

They are horrible period. This company has finally tried to get with modern times and switched their bill pay to an electronic payee in order to get the payments faster. I welcome this change, however in May I sent my payment 3 times only to have it returned 3 times, I have received several threatening calls about "Missed" payments, I have also received letters explaining that it was returned due to their error and that it is all corrected. It is June now, and I sent them both payments and these incompetent people have sent it back again!!! I guess my loan is satisfied!!

Get a lawyer! We are in this situation due to job loss and have two special needs children. First represenitive said we were denying home appraisal and turned us over to forclosure department. Next represenitive very rude! He would change his tone of voice to try and intimidate me. I've serviced the public all my working career and I would not ever treat another person like he did. This last represenative I thought was kind , told my husband on a three way phone call with a different company we decided to seek help from. That we have a sale date on our house May 12 and the sheriffs department will show up at our door and make us leave.He stated we were notified by a taped note to our door back in November. We said we have never recieved any type of notification and Illinois is a judicial state and have recieved nothing stating a date we have to be out by.That was last phone call with them. We got a lawyer and they confirmed our house was not in forclosure and no sale date posted. If Fay Servicing wants to address this they can call my lawyer. Eric [redacted] law firm and talk to Sarah.

Very difficult to deal with. Very poor communication. Had to go with another mortgage after wasting time with this company. Smooth easy process with new company. Was assigned case manager and had to endure harassment for payment even though was signed up for electronic payments. Accidentally made over payment and had to wait over month for refund. The company did not care whatsoever that the over-payment was a hardship. Unable to speak to managers and front line people had no idea what was going on.

Fay Servicing bought my home loan at the first of the year 2016. Every time that I call I get a live American speaking person. For that I am grateful.. With every call all of my my questions have been answered. As I struggle to keep my home after losing my job to budget cuts and adding poor health to that, I am also thankful to have Fay and their staff trying to assist me in acquiring a modified mortgage. I have never had any negative experiences with Fay Servicing. I realize they are in this to make money not carry free loading home buyers. As human beings we sometimes expect to much and must realize that we need to work with our creditors to the best of our ability with honesty and integrity. By doing so we can expect the same in return. I will follow up after we have heard back from Fay Servicing. As for now, My experience has been very positive, and I plan to do my best to keep it that way.

Initial Business Response /* (1000, 5, 2014/09/12) */
Dear Ms. [redacted]:
We received your complaint to the Revdex.com (Revdex.com) regarding your online account and the overdraft of your payments, and I have been assigned to research and respond. Enclosed is a payment history...

for your reference. We sincerely apologize that you have been having a difficult time accessing our website.
Our records reflect that a payment had been scheduled on our website on July 11, 2014 to be automatically withdrawn from your personal account on August 5, 2014. A check was received two days after the withdrawal occurred as scheduled. The payment we received on September 5, 2014 was scheduled on our website on August 12, 2014. We did not schedule these payments to be withdrawn; however, given you were having troubles accessing the website, you may have been unaware or unable to verify that you had scheduled these payments.
On September 11, 2014, we reversed the payment of $1,001.72 and returned it you in the form of a check. Given the difficulties you have had with our website in connection with these payments, we will be happy to reimburse you for the fees you have incurred in your personal account. Please provide us a copy of your personal bank statement so we can verify and refund the fees.
Also enclosed is an ACH Form that you may complete and return with a copy of a cancelled check, if you were interested in a free and easy service to automatically withdraw your payment from a personal account each month. It can save on postage and provide you the certainty that we will receive a payment each month.
We trust this letter responds to your Revdex.com complaint. If you have any questions, please feel free to call your personal account manager, [redacted] directly at X-XXX-XXX-XXXX.
Sincerely,
Compliance Department
Fay Servicing, LLC

Complaint: [redacted]
I am rejecting this response because:Is there a way that I can request from Fay Servicing LLC a change in my due date?  If so how can I go about this?
Sincerely,
Sherri [redacted]

Initial Business Response /* (1000, 5, 2014/05/02) */
Attached is our response to your complaint and a Borrower Assistance Form for you to complete and return.
Initial Consumer Rebuttal /* (3000, 8, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
I dont agree. I have provided [redacted] statement copies for November 2013- February 2014.
I paid $788.86 to [redacted] of [redacted] on 11/20/13. I paid $788.86 to [redacted] of [redacted] on 12/2013. also for January paid [redacted] Of [redacted] $788.86. On February 2014, I paid [redacted] Servicing $788.86.
The compliance officer needs to check my account with [redacted] or [redacted] Managers. They have copies of my [redacted] statements scanned in there system
Final Business Response /* (4000, 10, 2014/05/07) */
Attached is our response to this rebuttal.
Thank you.

Initial Business Response /* (1000, 5, 2014/06/27) */
Please see attachement
Initial Consumer Rebuttal /* (2000, 7, 2014/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

February 8, 2017   Perry L. [redacted] & Ruth A. [redacted] ME 04901  ...

RE:                                      �...⇄ Account Number:               [redacted]                                         ...⇄ Property Address:              [redacted] Waterville, ME 04901                                         ...⇄ Revdex.com ID Number:                 [redacted]   Dear Mrs. [redacted]:   Fay Servicing, LLC (“Fay”) is in receipt of your complaint submitted to the Revdex.com (“Revdex.com”) on February 2, 2017 regarding your above-referenced mortgage loan account, wherein you requested explanation of the recent increase in your monthly escrow payment.   Fay acquired your account for servicing as of October 1, 2016. At the time, the total monthly payment amount was $553.87, which included a $406.86 Principal & Interest payment, a $114.46 escrow deposit and a $32.55 escrow adjustment. The $114.46 escrow deposit was collected in payment of the annual city/town tax installment of $1,373.60, while the $32.55 escrow adjustment was collected as payment of the escrow shortage. Specifically, when the escrow account was analyzed by [redacted] Home Loans (“[redacted]”) on June 25, 2016, the anticipated low point escrow balance was negative $1,724.48 and the allowable required balance was $228.92; therefore, the total escrow shortage was negative $1,953.40. For your convenience, [redacted] spread the total shortage over 60 months and included it in your monthly payment as a $32.55 escrow adjustment, effective September 1, 2016. Enclosed is a copy of the Annual Escrow Account Disclosure Statement sent to you by [redacted] on June 25, 2016.   Upon our acquisition of your account for servicing, we analyzed the escrow account on November 16, 2016. The analysis resulted in an increased total monthly payment of $725.97, effective for the January 9, 2017 monthly mortgage payment. Included in this overall remittance amount is the $406.86 Principal & Interest payment, a $144.59 escrow deposit and a $174.52 escrow adjustment. Please understand that the current annual city/town tax has increased from $1,373.60 to $1,735.08, and as such, the escrow deposit increased from $114.46 to $144.59. Further, the escrow adjustment amount increased from $32.55 to $174.52 because the projected low point of negative $1,805.09 is less than the required low point of $289.18. Thus, the overall shortage of $2,094.27 was spread over 12 monthly payments as a $174.52 escrow adjustment. The account presently displays due for February 09, 2017 in the regular monthly payment amount of $725.97. Enclosed is a copy of the Fay Escrow Account Disclosure Statement dated November 16, 2016.   We trust the information provided has addressed the questions and concerns raised in your complaint. Please contact your personal Account Manager, Mounir [redacted], at ([redacted] if you require additional attention.   Sincerely,   Compliance Department Fay Servicing, LLC   cc: Revdex.com   Enclosures Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I, had a mortgage with [redacted]!, I was behind about two months! Bc my ex husband write his first check for child support and to no surprise bounced! I had to work with sixth grade science and the trickle down analysis !:(, so, went to BOA to pay the two minths and two months ahead! They said you don't have an account here!? I was, yes I do ! No we sent a note that u no longer did! But this was the time BOA under scrutiny ! I said I'm a single mom wouldn't be standing here now !, " who did they sell to?" They couldn't tell me!:((( I cried! Bc I would forgo all bills to pay my mortgage! We had been here years! Ok!, left and searched and searched found them, spoke with a man armed Alvin , I said you didn't send anything to tell me you bought my note?! So where do I remit my payments bc I will pay two months behind and two months ahead! He said don't pay anything!, I want that first call to my lawyer!!! Then he said wait I said you don't understand!, I want to pay! April 2 no 2016 got a bill for 9,483.00 $!!! Way of! And remember bc my ex husbands bday and he came to get out kids for dinner and I was crying! Spoke w them! Even faxed to them all the proof of my mortgage history, they said he try modifying ? Got paperwork and a lawyer looked at it and said the average joe , wouldn't read right!, saying you dented that offer!!!:(( what!!!! In the court process with them now, pretty sure will end not well! Bc they have listed my place vacant and people have broken into! Have taken pictures! My son whose 22 said I thought you were home? So they have as vacant and as of this morn spoke with a man, who took pics and said this place is vacant? I said no!!! And he said call your lawyer bc listed vacant means people can get in if they think left? Hmmm my stuff broke to the door! So left messages to my lawyer!!!! It feels like a rape! I'm a good honest person! Raising my kids protecting us from an ex husband who is dangerous and I've been here years paying my mortgage! They professionalism crap! Only two people talked with were helpful and the three other yelled at me like I was trash! N I'm educated smart! But my children my first priority! They can take us here away in handcuffs! My daughters best friend works on the [redacted] campaign and, we will be bringing this up! May god have mercy on their souls!, and we should ban together and do an action civil suit! They are the most fraudulent company ever dealt with! They force people into being behind bc that's their business! Short sales and foreclosures! A class action suit would be satisfactory ! Banks and those with your note should help you to keep your home! This year coming might not matter for there will be a war and things will go array !!

January 12, 2018     Sharon [redacted] Pl. Saint Louis, MO 63137    ...

RE:                                      �...⇄ Account Number:               [redacted]                                         ...⇄ Property Address:              [redacted] Pl., St. Louis, MO 63137                                         ...⇄ Revdex.com Case Number:            [redacted]   Dear Ms. [redacted]   Fay Servicing, LLC (“Fay”) received the complaint you submitted to the Revdex.com on January 3, 2017, regarding the above-referenced loan. The complaint explained that, your property taxes had not yet been paid.   Please be advised that the payment on your property taxes is currently processing. Fay will take care of any penalties assessed due to the late payment of your taxes.   We trust the information provided has addressed the questions and concerns outlined in your correspondence. Should you have any further questions, please contact your Account Manager, Janielle [redacted], at (312) [redacted].   Sincerely,   Legal Department Fay Servicing, LLC

My mortgage have been served by Fay Servicing since 2014. My mortgage was sold by [redacted] to [redacted] Mortgage which sold it to [redacted] Servicing and finally to this debit collector company. I never missed a payment since having my mortgage. I had being tried for years to get my mortgage refinance or modification to lower my interest rate. Back in 2014, I send Fay all of my documents for modification and would you believe it. They want me to do a short sale. They said I was not eligible for any modification because I did not show any hardship. I was using some of my little saving I had to met my household expenses along with the mortgage. Last year, monthly payment went up from $835.00 to $920.00 for an escrow shortage. I was told by an account manager that Fay will send me a refund if I paid too much. I retired back on June and still am trying to get my loan interest rate reduced from 9.250 This company's account managers keeps calling me every week concerning refinancing my loan. I was told to go on line to submit an application. I filled out the appl twice and was told that Fay never received it back in Oct. Now I am getting calls every week about helping me to refinance my home. I resubmitted the loan appl by phone and was told I did not have enough income to qualify for a FHA loan. However I have enough $920 to pay my mortgage each month. I HATE DEALING with this company period. Today, I receive another call from Fay Servicing about helping me to get a loan modification and will be sending out some more papers for me to fill out. For 2 years, I getting the ** and am sick of submit appls to them.
.

Initial Business Response /* (1000, 8, 2014/09/29) */
[redacted]
XXXXX [redacted] LN Unit [redacted]
[redacted] XXXXX
RE: Account Number: XXXXXXXX
Revdex.com Case#: XXXXXXXX
Dear Mr. [redacted]:
We received your complaint to the Revdex.com (Revdex.com) regarding our...

denial decision, and I have been assigned to research and respond. I have attached our hard copy response, package acknowledgement letter dated July 22, 2014, our loss mitigation denial letter dated September 10, 2014, your original note indicating Bank of America N.A. as the original lender, a Borrower Assistance Form (BAF), and the payment history you requested.
Fay Servicing, LLC acquired servicing of the loan as of February 24, 2014. Our records indicate we issued letters soliciting for the Home Affordable Modification Program (HAMP) on June 27, 2014 and July 22, 2014. On July 22, 2014, we received your initial package and determined that some of the documents you provided were too old to accept. We issued our package acknowledgement letter and requested more up-to-date materials, such as more recent pay stubs and bank statements.
Unfortunately, Fay Servicing did not receive the requested materials in time and had no choice but to close your loss mitigation file. A denial letter was issued on September 10, 2014.
You may complete and return the enclosed [redacted] if you wish to be reconsidered for loss mitigation options, including but not limited to HAMP. To complete a loss mitigation file, we will need you to provide us the documentation that was missing from our last evaluation: your two most recent pay stubs and bank statements. We cannot guarantee that once we have all sthe requested materials you will be approved for any particular loss mitigation option; however, once we receive all documentation, we will fully explore each of your loss mitigation options.
If you have any questions, please feel free to call us at X-XXX-XXX-XXXX, or you may contact your personal account manager, [redacted] at XXX-XXX-XXXX.
Sincerely,
Compliance Department
Fay Servicing, LLC
Initial Consumer Rebuttal /* (3000, 10, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by Fay Servicing that I can complete another form to see if I qualify for a government program because I didn't provide the necessary documentations in a timely manner. I did send the nessary forms in a timley manner. I'm in the process of sending the same required documentation I sent the last time. I will update the Revdex.com on the outcome of Fay Servicing response to my request for an Affordable Home Modification Program.
Final Business Response /* (4000, 12, 2014/10/16) */
October 16, 2014
[redacted]
XXXXX [redacted]
[redacted] XXXXX
RE: Borrower(s): [redacted]
Account Number: XXXXXXXXX
Property Address: XXXXX [redacted] XXXXX
Revdex.com Case No.: XXXXXXXX
Dear Mr. [redacted]:
We are in receipt of your correspondence sent via the Revdex.com portal on October 10, 2014, regarding the above referenced account and I have been assigned to research and respond.
On February 24, 2014, your account boarded our system via transfer of servicing from [redacted] Services. After acquisition, we sent a Home Affordable Modification Program (HAMP) solicitation letter on June 27, 2014 and another on July 22, 2014. We received an initial loss mitigation package July 22, 2014 but determined it to be incomplete. An incomplete package letter was sent July 22, 2014 advising that in order for the package to be complete we needed recent bank statements, recent paystubs, 2013 W-2 Form, 2013 Tax Return and a court ordered divorce decree ordering the payment of child support. Please be advised our incomplete package letter was provided for informational purposes only and was not sent out of malicious intent nor was it a letter of denial.
In our incomplete package letter we advised the requested documents must be received in our office by August 21, 2014, however; we did not receive the documents by this deadline and thus sent a loss mitigation denial letter on September 10, 2014.
Additionally, we ordered an interior Broker Price Opinion (BPO) on August 19, 2014. This BPO was ordered as part of our loss mitigation review and may be used when determining approval or denial decisions. We received the results of the interior BPO on September 12, 2014 and apologize for not sharing the valuation amount earlier. Per the interior BPO, the as is suggested list price of the property is $115,500.00. Again, we apologize for any frustration experienced and hope your concerns regarding the interior BPO have been addressed.
Please understand the financial documentation requested for our HAMP review, likes tax records, pay stubs and bank statements, are completely vital to the evaluation process and are required under Making Home Affordable (MHA) guidelines. We will not be able to review your account for any loss mitigation options without the required documentation.
The last payment received for your account was on May 30, 2014, which was applied to your December 2013 payment. Since then, a contractual payment has not been received and therefore your file was referred for foreclosure on October 3, 2014. Your account is currently past due 10 months and has accrued $11,880.60 in arrearages. This amount is comprised of six past due payments at $1,186.26 and
four past due payments at $1,190.60. Included is a payment history detailing any activity on your account.
We are very sorry for the unprofessionalism you experienced while interacting with our Fay representative. Please be assured this is not our standard of service and have reassigned your account to a new Single Point of Contact (SPOC). Moving forward, your new SPOC will be [redacted] and he can be reached at XXX-XXX-XXXX. [redacted] will be contacting you shortly to introduce himself.
Should you wish to re-apply for possible loss mitigation options, please complete the included Borrower Assistance Form (BAF) and submit with the requested documents.
We trust the information provided has addressed the concerns outlined in your correspondence. Should you have any further questions, please feel free to contact our office at XXX-XXX-XXXX.
Sincerely,
Compliance Department
Fay Servicing, LLC
Enclosures

Initial Business Response /* (1000, 5, 2014/03/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fayservicing.com
Dear Ms. Abril and Mr. [redacted]:
We received an email from the Revdex.com ("Revdex.com"), which included your complaint...

regarding the payment that was drafted on February 13, 2014. Please accept our sincere apologies for the frustrations you experienced.
On February 25, 2014, we returned the payment of $657.81 in the form of a check. I regret there was a delay in returning your funds because we executed the modification shortly after the payment was drafted. Also, to reimburse you for the overdraft expenses you incurred, we have issued a check for $137.00.
Thank you for bringing this issue to our attention. We assure you this issue will not happen again. At this time, the loan is currently due for the April 2014 payment.
If you have any questions, please call us at X-XXX-XXX-XXXX.
Sincerely,
Compliance Department
Fay Servicing, LLC

What are the ramifications of Fay Servicing failure to provide payoff information after requests from several individuals on multiple occasions including title company? This failure resulted in missed closing date. All individuals involved are tired of useless phone calls to this company. Get me the payoff information

Fay Servicing took over our mortage in April 2014. I have been dealing with them since they overpaid our insurance premium in July 2014. Fearing they would raise my payment I contacted them and made a deposit of the insurance overpayment to the escrow account. Four months later I received a notice they were raising my monthly payment 'cause of a shortage in the escrow account. Our Loan Representative has been clueless in resolving this issue and does not return calls. Everytime I do make contact with the representative it's like i'm starting all over again. I've asked for a complete review (Nov 2014) of the escrow account to include the $1200+ transferred to them from the previous mortage company. To date (3 months later) I have not received anything to show dispursements from the escrow account. Our last tax bill was paid late by FAY due to their incompetence so we incurred a $50 late fee (which they promptly took from our escrow account). Their website is useless; they only functions that can be performed is to make payments. You cannot review previous statement for more than 2 months nor see any escrow account information.

Initial Business Response /* (1000, 5, 2014/02/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fayservicing.com
February 11, 2014
[redacted] L [redacted]
[redacted] CT
[redacted] XXXXX
RE: Account Number: XXXXXXXX
CFPB...

Complaint Number: XXXXXX-XXXXXX
Dear [redacted]:
We have received your complaint to the Consumer Financial Protection Bureau (CFPB) and Revdex.com (Revdex.com) regarding your request for a new 1098 Form, and I have been assigned to research and respond.
Please accept our sincere apologies for not disbursing your tax payment in a timely manner. Our records indicate your account is escrowed, as such; Fay Servicing is responsible for payment of your homeowners insurance and taxes.
We cannot provide an updated 1098 showing a tax disbursement in 2013 because the 1098 Form needs to reflect actual tax disbursements. None of the tax disbursements made by Fay Servicing were completed in 2013. As per the enclosed payment history reflects, we disbursed $1,085.11 on January 31, 2014. At the end of 2014, you will receive a 1098 Form that will reflect our January 2014 tax disbursement as well as for future tax installments.
Your previous servicer, [redacted] Bank, should provide a separate 1098 Form reflecting their tax disbursement for the April tax installment. Lastly, please note that your annual Mortgage Insurance Premiums would not appear on the 1098 Form year end statement. If you would like information regarding your Mortgage Insurance Premium payments, please contact our office at the number below.
Again, please accept our apologies for any inconvenience experienced as a result of this matter. If you have any questions, please call us at X-XXX-XXX-XXXX.
Sincerely,
Compliance Department
Fay Servicing, LLC
Final Consumer Response /* (3000, 7, 2014/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The person who responded to this dispute is unknowledgeable and unwise as to the 1098 form. Attached is a copy of my 1098 form as you can see #4 is where the Mortgage insurance premiums goes. Fay Servicing need to correct my 1098 form showing the correct amount for the Morgage insurance premium. I want this corrected immendiately and mailed out immediately to my home address. This is unacceptable to have to deal with incompetent company such as Fay Servicing and the employees who don't know what they are doing and handling consumers account.
Final Business Response /* (4000, 9, 2014/02/14) */
Please read the following from the IRS regarding the fourth box listed on the 1098 Form, as complied from their website http://www.irs.gov/instructions/i1098/ar02.html:
Box 4, Blank- Enter any item you wish to report to the payer, such as address of the property that secures the debt, real estate taxes, insurance, or if you are a collection agent, the name of the person for whom you collected the interest. You do not have to report to the IRS any information provided in this box.
The total amount we disbursed for the mortgage insurance in 2013 was $322.16.

Initial Business Response /* (1000, 5, 2014/08/01) */
August 01, 2014
[redacted] L. [redacted]
[redacted] Ct.
[redacted] XXXXX
RE: Account Number: XXXXXXXXX
Property Address: [redacted] Ct., [redacted] CA XXXXX
Revdex.com Case No.: XXXXXXXX
Dear Ms. [redacted]
We are...

in receipt of your correspondence submitted through the Revdex.com (Revdex.com) portal on July 29, 2014 regarding an escrow shortage for the above referenced account and I have been assigned to research and respond.
On July 16, 2014, we ran an escrow analysis for your account with an effective change date of September 01, 2014. Your escrow account currently has a shortage due to an increase in your county tax payments. Your county tax payments increased from $986.46 to $1,972.92 and thus created an escrow shortage of $275.41.
Your monthly county tax deposit was previously $142.99 and will increase to $164.41 for the September 2014 effective date. Your escrow account will be required to hold at least $1,531.22 due to this increase but currently only holds $1,255.81. As a result, we will collect a monthly $22.95 shortage deposit until the escrow shortage has been zeroed out. Additionally, your total monthly escrow deposit will increase from $55.51 to $218.74 as a result of your increased county taxes.
We trust the information provided has addressed the concerns outlined in your correspondence. Should you have any further questions, please feel free to contact your Single Point of Contact (SPOC), [redacted] at XXX-XXX-XXXX with any further questions.
Sincerely,
[redacted]
Compliance Department
Fay Servicing, LLC