Mortgage Lenders
Fay Servicing LLCComplaints
This profile includes complaints for Fay Servicing LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 200 total complaints in the last 3 years.
- 64 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
problems long time so many likely we will have to go to court. As a background should never have had foreclosure filed against me. they offered me modification with same or less income after incurring 58K to my account i will never pay with no reason to deny mod before filing and with enough income had they wanted to work with me. that will be dealt with legally. issues now include no one will talk to me on phone or i cant set up online account even while in trial payments they say they have no letter from my lawyer i know is not true i know it was sent in July. in addition i sent them checks 222 amount **************************************************** june they did not apply to escrow. and they show a suspense amount and there should be no suspense amount. i sent in 5 trial payments ******* since June last one November at which time i should get a offer for loan mod. I also just received a bill with a late fee there should be no late fees i will pay none.all i get for months from email customer serice while A ******* and ****************** told to me they will help ignore me when i call *** i am told no one will talk to me . i know lawyer sent a letter i would not have needed lawyer and been damaged for which i will seek recourse had foreclosure been averted as should have. Another issue i repeatedly asked for another copy of 8-24-2022 letter be resent to me. i need all resolved. asap. nothing should be in suspense . nothing all 5 payments sent on time trial one let. i want extra monies returned to me asap and to speak to someone letter from lawyer has been sent confirmed by your lawyer tired of this i have rights and i have been damaged and am well aware.Business Response
Date: 10/13/2022
Please see a copy of the attached response that was mailed to the borrower for the above referenced case. I apologize, the link provided below will not allow us to submit a response electronically.
Thank you!
***************************
Complaints Specialist
*** Financial, LLC
425 **************, Suite 750 | *******, ** 60605
************ toll free
Customer Answer
Date: 10/13/2022
Complaint: 18185467
I am rejecting this response because: i have legal claims against ***. I have called emailed who she says no one will talk to me they say they have no legal letter from my lawyer which is not true. Also had they not filed foreclosure this would not be needed. I have mailed them ALL checks *** August one they cashed. i want the money they are not applying to escrow returned so this is not only not what i need , but to keep telling me to call someone who never responds and when i do call i am told they wont talk to me the only wayiscourtand that is where i am headed. how do they cash checks they have no record of ?
S***erely,
*************************Customer Answer
Date: 10/14/2022
Add this to record but i also want to know how to add additional information i have.
************************************** MS CCC SLP
CEO SLLLC
Bilingual Speech Language Pathologist
Business Response
Date: 10/19/2022
Please see the attached response.Customer Answer
Date: 10/19/2022
Complaint: 18185467
I am rejecting this response because:
theere will be legal claims on ***** through bbb and to customer service proof of 4th payment in the form of a cancelled check was sent to you and to customer serice there still remain many outstanding issues from no one responding to calls despite your saying someone will or has, and being told there is no access. 5 full payments have been sent one has yet to be posted 4th one cleared my account i have sent a copy through bbb and to cusstomer service and no one responds . Legal action will be occuring forthwidth. in your next communication confirm wherther as bbb as advised you received copy of check cashed **** by *** for which i sent proof which would be the 4th payment trial. Another of the many outstanding matters is desite trial payments of ******* given in may i have received a new payment amount. Again PROOF of ******* was sent to bbb and to Customer *************************** many times no one responds but again this is not the wholeess of the all the issues unresolved. since i get no where here and my time matters and none of these answers are responsive and my rights have been are being violated court is where i am headed. Another one of many issues unresolved is a letter from lawyer sent in July so i can talk to *** but still you say you dont have it.
Sincerely,
*************************Customer Answer
Date: 10/20/2022
Complaint: 18185467
I am rejecting this response because:Please add relative to this complaint that which they attach is meaningless to me and absolutely error has occurred they cashed a check in August I sent a copy of Friday they have not applied to account resulting ina fee which was 4th trial payment AND 5th ahs yet to be applied and that is not exhaustive of all remaining issues.
************************************** MS CCC SLP
CEO SLLLC
Bilingual Speech Language Pathologist
Sincerely,
*************************Business Response
Date: 10/26/2022
Please see the attached response.Customer Answer
Date: 10/26/2022
Complaint: 18185467
I am rejecting this response because: as i have said 100 times no one responds to calls, despite lawyer sending letter in July so i can speak to ************* denies they have it so ihave no acce. i will be tkaing legal action soon enough. as to the response most of it i cant understand and its unclear but many issues remain unresolved. for instance i asked for an explanation of why money is in suspense in my case specifically where 5 payments have been paid . please refund all fees and i know court in the future is the only way to not only get answers but show how once foreclosure was filed which clearly should have could have been averted my rights were violated. so still no answers, answers given not clear and repeating to call when number one no one speaks to me says they cant and no oine responds to calls. no more wasting my time . This has to go toa judge.
Sincerely,
*************************Initial Complaint
Date:10/04/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fay Servicing escrows money from my monthly loan payment (property address is ****************************************************) to pay taxes and insurance and they are repeatedly late on paying insurance. One insurance agency canceled a property insurance because payment was not received by Fay Servicing which required us to obtain more expensive insurance and another insurance agency is on the verge of doing the same. This is after repeated emails across 2 months and lots of excuses. Not to mention difficulty of getting past the phone tree to speak with anyone at Fay Servicing.Business Response
Date: 10/13/2022
We need the loan number, EIN, SSN, borrower full name and entity name. We are unable to locate a loan with the information provided in the complaint.
Thank you!
*******************************
Complaints Coordinator
*** Financial, LLC
425 **************, Suite 750 | *******, ** 60605
************ toll free
************ direct
Customer Answer
Date: 10/25/2022
Complaint ID ******** Filed 10/4/2022
Loan number - 0050006470
EIN - 81 239 5500
last 4 of SSN - **** (not sharing full # via email, there is sufficient info here to locate the account in question)
borrower full name - ****************************************
and entity name - Doce Select Vistas, LLC
Property address - **************************************************** 68132
Attentively,
***********************
************
Sent from my mobile.Customer Answer
Date: 10/25/2022
Complaint: 18166933
I am rejecting this response because:Complaint ID ******** Filed 10/4/2022
Loan number - 0050006470
EIN - 81 239 5500
last 4 of SSN - **** (not sharing full # via email, there is sufficient info here to locate the account in question)
borrower full name - ****************************************
and entity name - Doce Select Vistas, LLC
Property address - **************************************************** 68132
Attentively,
***********************
************
Sent from my mobile.
Sincerely,
Enam DossehBusiness Response
Date: 11/01/2022
Please see the attached response.Initial Complaint
Date:10/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fay Servicing LLC has been reporting an account incompletely and inaccurately on each of my consumer reports (Equifax, Experian, and TransUnion) for over 4 years. They are reporting an account as late a full year after it was sold to another loan servicer. I have made several attempts to have them correct this erroneous information and still it remains.According to the Fair Credit Reporting Act, items on my consumer report must be 100% accurate, and under 15 U.S. Code ****(e) and 15 U.S. Code ****i (5) Fay Servicing LLC is in violation of not reporting this account 100% accurately.15 U.S. Code ****i (5) (A) - "Procedure in case of disputed accuracy" clearly states:(A) In general If, after any reinvestigation under paragraph (1) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or cannot be verified, the consumer reporting agency shall(i) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and (ii) promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.Additionally, I am seeking damages of $1,000 per violation for each of the 3 consumer reports ($15,000 total)1. Defamation of Character 2. Negligent Non-Compliance 3. Civil Liability 4. Mental Anguish 5. Fair Credit Reporting Act 15 USC **** violations for willful noncompliance - 616. Civil liability for willful noncompliance [15 U.S.C. ****n]Business Response
Date: 10/17/2022
****************,
We have been unsuccessful in locating the account in question with the provided documentation. We regret this experience; however, please provide us the Fay Servicing loan number, full borrower(s) name on the account, full property address (including City, State, and Zip Code) and/or last four (4) of the borrower(s) Social Security Number. Upon receipt we will further research this matter.
Thanks!
Customer Answer
Date: 10/22/2022
Complaint: 18153235
I am rejecting this response because:I have provided a copy of my driver's license showing my full name and property address. I have provided a copy of a utility bill confirming my address. I have also provided a copy of my credit report showing my account number being reported by **********************, which is: *************. The onus is on your company to report my account fully and accurately.
Sincerely,
***************************Business Response
Date: 11/02/2022
November 2, 2022
***********************
Sent via BBB Portal
RE: Account Number: 0000154830
Property Address: ****************************************************, 10462
BBB Complaint Number: 18153235
Dear ***********************
Fay Servicing, LLC (***) has received and reviewed the complaint that you submitted to the Better Business Bureau (BBB) portal on October 24, 2022 regarding your above-referenced mortgage loan. Fays responses to the specific concerns raised in your complaint are provided below.
In your complaint, you state that are rejecting the previous response as you provided copies of your drivers licenses, utility bill and credit report which reflects Fay Servicing LLC *********. You further state your account should be reported fully and accurately.
After a thorough investigation, *** has determined no error occurred. While you provided appropriate documentation which reflects your name and address, the *** loan number was not provided. Unfortunately, due to the loan service transferring on December 7, ************************************************* which only the Fay Servicing account number ********** will readily locate your account. In regards to the credit report, you will the see Fay Servicings Client ID number which is utilized with the credit bureaus. This is not the Fay Servicing account number used to identify your loan on Fays servicing systems.
Since the previous correction was submitted, enclosed in the prior CFPB response dated October 5,2022, we have confirmed Equifax and Transunion was updated. You should be able to see the adjustments if the credit report is pulled directly from the credit agency and not a third party site such as Credit Karma. We have been notified Experian rejected our request for the update and we have submitted a subsequent request for the credit line to be updated accordingly.
In regards to your letter provided, the final status of the loan reported to the credit bureaus at the time of service release was current. Please note, zero 0 is often used for actual and scheduled payment amount on the ************************ form when submitting correction &/or responses when a loan is service released or paid in full. We have further confirmed the reporting dates are accurate.
We regret any misunderstanding this may have caused.
If you have any questions, Fay Servicing, LLC can be reached at ************ Monday Thursday 8:00 A.M. 7:00 P.M., Friday 8:00 A.M. 5:00 P.M.,and Saturday 9:00 A.M. 12:00 P.M. CST.
Sincerely,
Fay Servicing, LLC
Enclosures (1)Initial Complaint
Date:10/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is about wrong credit reporting.Fay Servicing is my mortgage service company. They wrongfully reported TWO late payments hurting my credit rating and causing monetary damages. Payment for the month of **** was late due to my bank error. Then, I made two months' payment on time for the month of **** and July. However, they reported that July payment was late by more than 30 days as well. This is clearly an error on their side and I tried to rectify this by speaking to them multiple times. I even spoke to a manager named *****. He insisted non-sense explanation just hung up the call.Business Response
Date: 10/12/2022
Please see the attached response.Customer Answer
Date: 10/14/2022
Complaint: 18142028
I am rejecting this response because:You claim there was a problem in March payment. However, I did not receive a communication about it nor the April statement reflected the returned amount. I made payment of the full statement amount in April, May, and June. June payment was returned because you did not process it until June 6 so I put a block on the check thinking that the check got lost in the mail. This returned amount was added to the July statement and I again made full statement amount for July. So, I made all payments in the amount shown in the statements. Whatever processing error/delay on your side due to transition from HomePoint to Fay Servicing on your side is not my fault.
Sincerely,
Jun ChoBusiness Response
Date: 10/19/2022
Please see the attached response.Customer Answer
Date: 10/20/2022
Complaint: 18142028
I am rejecting this response because:You claim there was a problem in March payment. However, I did not receive a communication about it nor the April statement reflected the returned amount. Indeed, the returned amount in March showed up only in August statement. There was no communication about the returned amount and it was not reflected on statements. How would I know if I need to make extra payment or not. When it finally showed up in August statement, I quickly logged in my account and made payment immediately.
I made all payments correctly per the statements, and you did not explain why the returned amount in March was not reflected on the statements until August.
Sincerely,
Jun ChoInitial Complaint
Date:09/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My loan was transferred to ********** in May 2022. They misapplied my loan. I filed a complaint here. They were suppose to correct it per their response. They applied my regular monthly payments as attorney fees. They didn't fix it. Instead got rid of my loan. I called **** for them to tell me that *** should look into the account with a ease by just calling. I emailed Fay Servicing twice about the issue. They replied back saying to call. I wanted a paper trail. I called today for a man to tell me to write them to tell them I paid them because email will not suffice which goes against ******** law. So here is the written request for them to research my account since me calling with verification nor email isn't good enough. My payments now should be finishing up Sept. and paying Oct. 2022. Fay Servicing claimed my loan isn't current.Business Response
Date: 09/12/2022
Please see the attached response.Customer Answer
Date: 09/15/2022
Complaint: 17895607
I am rejecting this response because:The payments I did pay from January 2022 have been misapplied. *************** didn't investigate when I called. They need to reverse the payments and apply them correctly starting with my January 31st payment. It may have been received February 2nd.
Sincerely,
***********************Business Response
Date: 09/26/2022
Please see the attached response.Initial Complaint
Date:08/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Misleading information in a letter from the bank stated 2 different dates for the maturity of my loan. When I called, I was informed that regardless of the content of the letter (and their misleading information), I should know the maturity day of the loan. As a client, I felt disrespected, but requested then a pay off quote, so we could rush the refinance that was already in place. They told me that I would get the payoff in 2 days (on 8/18)/22). The closing was then scheduled with the ****** company, I made all arrangements necessary, and we never received the payoff. The mortgage brokers, also had requested it days before and were also waiting. I called again, the mb called as well, but Fay Servicing aggressively kept saying that they would send it when it was revised, promising that it wouldn't go pass the deadline, which would be 8/18 by midnight. The closing couldn't happen on that day. We checked in the morning, nothing. We called insistently throughout the day on Friday, the 19th, and they kept saying that "when reviewed, we will send it." The last person we spoke with on Friday even said that we should keep the eyes on the email, because we could maybe receive it during the weekend. Monday came, and nothing.Today we heard "don't keep calling us, because it won't change anything"; "when it is ready, it will be sent to you," and even worse: "if we said that you will get it in 48 hours, you will get it in 48 hours;" despite the fact that we have heard this for several days now and can't trust it any more.This is prejudicing the refinance, everyone's schedule, and acquiring more interest, as each day comes and goes with no answer from Fay Servicing. Please note also that Fay Servicing charges a daily interest fee that is high, and this delay not only is hurting my approval with the new bank, but is also hurting me financially, as the longer they take, more interest they are untitled to charge. I need help.Business Response
Date: 08/30/2022
Please see the attached response.
See Attachment/File: 888011918_BBBLTR_Response.pdfInitial Complaint
Date:08/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Between July 7 - 18, 2022, I contacted Fay Servicing, LLC inquiring of a $245 increase in mortgage payment. The representative stated of increase in taxes and insurance. As a result, I contacted the town's Administrator who said taxes have not increased and gave documentation to show my taxes remained the same for the last year. Similarly, contacted the insurance company who too said premium not increased in the last year. I Reached back to inform Fay Servicing and requested documentation to justify the increase but never received the information. On July 20, 2022, I emailed to explain the issue and state of seeking legal actions. Within three days, a representative contacted me stating of Fay Servicing to investigate the matter and follow up with me in 10 days. As of August 7, 2022, no communication to my issue. The new mortgage payment of $1,658 (old payment $1,413) effective date was August 1, 2022. I am asking for the Fay Servicing to produce the documentation to justify the mortgage payment increase of $1,658, and if cannot revert payment back to $1,413 immediately, and pay back overpayment for August rent if not resolved by August 16, 2022. Most importantly, I am asking for Fay Servicing's business practices be further investigated for misappropriation of accounts.Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/08/23) */
Please see the attached response.Initial Complaint
Date:08/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fay servicing is servicing my loan on a investment property of mine. We refinanced about 7 months ago and all is well and fine. However Recently out of nowhere Fay servicing decided that they thought this property no longer had insurance. Which it did. I've been away from home working since May of this year. So my mail gets to me randomly weeny wife can open it and send it. Well Fay servicing sent a random letter in July Saying they no longer felt like the property had insurance which was totally wrong their had been no lapse or change. in the document they said I had 15 days to get information to them before they looked to purchase a policy for me and deduct it from my escrow and raise my monthly payment. Well by the time my wife opened the document it was day 15. I called and talked to them and the customer service lady said to just upload my proof of insurance and all will be ok. I did that on their portal and I sent a back up email with the evidence showing I had insurance since day 1 from my state farm rep. I got a automated email that said they would get back tot me in 5 business days but they never did. At this point I thought this was over as I showed proof. Well that was july now middle of august we just got a letter they decided to buy insurance for the property because we didn't upload any proof. So obviously they never checked their email and their own insurance coverage website. So now they deducted $2172.31 from my escrow account to pay for their policy they selected because they didn't take the time to review the policy and information I uploaded. They seem to be inherently incompetent and obviously wont accept any documentation through their channels. I am astonished by this even being a situation as the insurance has never changed and is on autopay.Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/08/26) */
Please see the attached response.Initial Complaint
Date:07/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fay servicing did not pay my home owners insurance policy. Spinnaker Insurance has been sending them the bill since May 2022 with a due date of 6/18/22. Fay servicing is noted as the bill to for this account. On 7/1/22 I received notice from Spinnaker that my insurance coverage will lapse if they do not receive payment. I immediately contacted my insurance broker Brook W. from Allstate to see what was going on. She then worked diligently to get this resolved. She email, faxed and spoke to several agents at Fay servicing whom all stated it was their mistake and payment would be made right away. Day after day they said they would over night the check and nothing would happen. When I logged into my account it said they sent the money 7/8/22, but they couldn't provide any tracking when requested. Finally on 7/19/22 I received a call from Brook W. stating that Fay servicing had sent the check to her in her name. Brook is NOT who is listed as the payee on the invoice and they were told several times in writing where to send the check and who it's to be made out to. I contacted Spinnaker and now at this time they will not re-instate my insurance due to non-payment. I contacted Fay servicing and was told there are no managers I can speak with and no one in any department has a contact number that can help me. They stated I now have to wait 5-10 business days for them to cancel that check and re-issue another one. They can't even re-issue it because Spinnaker won't take it at this point. I have written to them to request my account be a non-escrow account and I will pay for my own insurance and I'm currently waiting for a reply. I have already contacted another insurance company and have paid in full to bind my policy. Fay servicing is now holding my escrow illegally and collecting interest.Business Response
Date: 08/31/2022
Business Response /* (1000, 10, 2022/08/18) */
Please see the attached response
August 18, 2022
******* *******
Sent via BBB Portal
RE: Account Number: XXXXXXXXXX
Property Address: 4 ****** *** ********** ** XXXXX
BBB Complaint Number: XXXXXXXX
Dear ******* ******* :
Fay Servicing, LLC (“Fayâ€) has received and reviewed the complaint that you submitted to the Better
Business Bureau (“BBBâ€) portal on August 16, 2022, regarding your above-referenced mortgage loan.
Fay’s responses to the specific concerns raised in your complaint are provided below.
a. In your complaint, you state that Fay did not pay the insurance premium on time to Spinnaker
Insurance resulting in your policy to cancel.
After conducting a reasonable investigation, Fay has determined that an error occurred. Fay
reached out to Spinnaker Insurance on June 8, 2022 and June 15, 2022 in attempt to receive a
copy of the insurance policy, however was unsuccessful in reaching your agent. On July 5, 2022
Fay received a copy of the insurance policy and invoice to disburse the payment overnight
directly to Spinnaker at the address of *** ******** *********** ** XXXXX. However, the check
was sent overnight on July 8, 2022 for $1,130.00 directly to your agent in error. The check was
sent back to Fay by your agent on July 22, 2022. The refund in the amount of $1,130.00 was
deposited back into your escrow account on July 27, 2022. On August 16, 2022 Fay disbursed
the insurance premium in the amount of $1,247.00 for the new insurance policy with *********
Insurance, policy number: XXXXXX which expires on July 21, 2023. We apologize for any
inconvenience this may have caused.
b. In your complaint, you state that you would like the escrow account removed and will pay the
insurance on your own.
After conducting a reasonable investigation, *** has determined that a request has been
opened on your loan for review. Once *** has reviewed your loan, a letter will be sent the
mailing address on file advising of the final decision.
*** Servicing, LLC can be reached at XXX-XXX-XXXX Monday – Thursday 8:00 A.M. – 7:00 P.M., Friday
8:00 A.M. – 5:00 P.M., and Saturday 9:00 A.M. – 12:00 P.M. CST.
Sincerely,
*** Servicing, LLCInitial Complaint
Date:07/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My father was killed at work on December 29th. I received a paper from a lawyer who is representing his wife with a statement. I have since called and tried to pay off the loan that is in my fathers name for a property that now belong to my mother Shelly Adwell (gable). I have sent every single document to this company so I can have the loan transferred to my name to pay off as we don't want to lose this land. Everytime I call I get a different answer and saying they don't have any of the paperwork that I have sent MULTIPLE times. Also where my lawyer has contacted this company! I am trying to get this mattered resolved with no help! I have sent the successor of interest paperwork where I signed to be authorized on the account! When I spoke to someone today they decided to tell me that someone is authorized in the account which NO ONE should be authorized on this account and no statements should be mailed to any address other than mine! I have now overnight a check for $2,000 to try and pay on the loan! I have enough on my plate and still dealing with my father being killed to keep dealing with this company when this matter could be done and resolved! I have asked for the redacted pay off which said was emailed on the 15th with no email received! Then when I called back to say the email was not received they stated there was no email ever sent even though multiple people told me it was!!!!!Business Response
Date: 08/10/2022
Please see the attached response.
8/10/2022
*************************
Sent via BBB Portal
RE: Account Number: **********
Property Address: ***************************************************************** 42159
BBB Complaint Number: 67531981
Dear *************************:
Fay Servicing, LLC ("***") has received and reviewed the complaint that you submitted to the ************************** ("BBB") portal on July 29, 2022, regarding your above-referenced mortgage loan. *****
responses to the specific concerns raised in your complaint are provided below.
a. In your complaint, you state that in your email, you state that you are attempting to pay off
the loan and have sent all the successor in interest paperwork, however you haven't been
able to obtain a payoff quote or loan information.
On April 20, 2022 *** provided a response that states *** does not have you confirmed as the
Successor in Interest for this loan. On May 18, 2022 *** mailed you a Successor in Interest
Status-Additional Documentation Required Letter stating that we are require the following
documents to confirm your identity and ownership interest in the property:
Copy of Most Recent Deed or Tile Legally transfer to the successor in interest claimant's name
On July 26, 2022, *** sent the attached letter confirmation you as successor in interest. In
addition, a payoff letter was sent to the mailing address on file on July 27, 2022. A copy of the
payoff letter has been attached for your records.
b. In your email, you state that state that you have received poor customer service.
We are sorry to hear about your experience. We are committed to providing superior customer
service and have addressed your concerns with the appropriate parties.
Fay Servicing, LLC can be reached at ************ Monday - Thursday 8:00 A.M. - 7:00 P.M., Friday
8:00 A.M. - 5:00 P.M., and Saturday 9:00 A.M. - 12:00 P.M. CST.
Sincerely,
Fay Servicing, LLC
See Attachment/File: 215774_BBBLTR_4_Response.pdfBusiness Response
Date: 08/25/2022
Business Response /* (1000, 6, 2022/08/10) */
Please see the attached response.
8/10/2022
****** ******
Sent via BBB Portal
RE: Account Number: XXXXXXXXXX
Property Address: *** UPPER IRON BRIDGE RD OAKLAND, KY XXXXX
BBB Complaint Number: XXXXXXXX
Dear ****** ******:
Fay Servicing, LLC (“Fayâ€) has received and reviewed the complaint that you submitted to the Better
Business Bureau (“BBBâ€) portal on July 29, 2022, regarding your above-referenced mortgage loan. Fay’s
responses to the specific concerns raised in your complaint are provided below.
a. In your complaint, you state that in your email, you state that you are attempting to pay off
the loan and have sent all the successor in interest paperwork, however you haven’t been
able to obtain a payoff quote or loan information.
On April 20, 2022 Fay provided a response that states Fay does not have you confirmed as the
Successor in Interest for this loan. On May 18, 2022 Fay mailed you a Successor in Interest
Status-Additional Documentation Required Letter stating that we are require the following
documents to confirm your identity and ownership interest in the property:
• Copy of Most Recent Deed or Tile Legally transfer to the successor in interest claimant’s name
On July 26, 2022, Fay sent the attached letter confirmation you as successor in interest. In
addition, a payoff letter was sent to the mailing address on file on July 27, 2022. A copy of the
payoff letter has been attached for your records.
b. In your email, you state that state that you have received poor customer service.
We are sorry to hear about your experience. We are committed to providing superior customer
service and have addressed your concerns with the appropriate parties.
Fay Servicing, LLC can be reached at XXX-XXX-XXXX Monday – Thursday 8:00 A.M. – 7:00 P.M., Friday
8:00 A.M. – 5:00 P.M., and Saturday 9:00 A.M. – 12:00 P.M. CST.
Sincerely,
Fay Servicing, LLCCustomer Answer
Date: 10/05/2022
Complaint: 17838997
I am rejecting this response because:This will be my third complaint filed with no help or resolution. I sent a cashiers check to Fay Servicing, you all returned the check to an address where I do not live and now the check is in the hands of someone else. I've had to go to the bank and try to get a stop pay to get my money back, which I will be also charged $30 now since you all did this. I called every day to make sure that the check would be returned to the address on the check. I was told it would be returned to that address. A month later and the check wasn't sent to that address. Along with that comes to me being authorized in the account. I sent you all the same paper that I needed to sign and still to be told that you all didn't receive it. I have emails to prove I sent it, also faxed it multiple times too. I am tired of dealing with the representative's that have an attitude and are very rude. *************** is one of them who is completely disrespectful. They also fail to ever let me speak to a manager or someone over their head. I never get a phone call back from anyone to help with this situation. I have been trying to pay this off since march and you all have done nothing but drag me through the mud and be rude! This is by far the worst company to deal with or get any help. It's sad and pathetic of how awful your customer service representative's are! I was also told that you all would refund me the $30 that I lost because of the check you sent to the wrong address! Then today they said that isn't possible! No one ever knows what they are talking about and never help anything!
Sincerely,
*************************Customer Answer
Date: 10/05/2022
Complaint: 17838997
I am rejecting this response because:This will be my third complaint filed with no help or resolution. I sent a cashiers check to Fay Servicing, you all returned the check to an address where I do not live and now the check is in the hands of someone else. I've had to go to the bank and try to get a stop pay to get my money back, which I will be also charged $30 now since you all did this. I called every day to make sure that the check would be returned to the address on the check. I was told it would be returned to that address. A month later and the check wasn't sent to that address. Along with that comes to me being authorized in the account. I sent you all the same paper that I needed to sign and still to be told that you all didn't receive it. I have emails to prove I sent it, also faxed it multiple times too. I am tired of dealing with the representative's that have an attitude and are very rude. *************** is one of them who is completely disrespectful. They also fail to ever let me speak to a manager or someone over their head. I never get a phone call back from anyone to help with this situation. I have been trying to pay this off since march and you all have done nothing but drag me through the mud and be rude! This is by far the worst company to deal with or get any help. It's sad and pathetic of how awful your customer service representative's are! I was also told that you all would refund me the $30 that I lost because of the check you sent to the wrong address! Then today they said that isn't possible! No one ever knows what they are talking about and never help anything!
Sincerely,
*************************
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