Business Profile

Mortgage Lenders

Fay Servicing LLC

This business is NOT BBB Accredited.

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Complaints

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.

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Submit a Complaint

The 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:01/31/2025
Type:Customer Service Issues
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.
I am writing to formally file a complaint against Fay Servicing regarding their failure to provide online access to one of my loan accounts. Despite multiple attempts to resolve this issue, I have been unable to gain access to the loan in question, and I have not received adequate assistance from their customer service team. They will not let me speak to a supervisor or ************ are the details of my complaint:Loan Account ending : 4961 Issue:Since the origination of this loan, I have been unable to access it online through Fay Servicings dashboard.I currently have 10 other loans with Fay Servicing, all of which are accessible through a single online dashboard. However, this specific loan is not visible or accessible, despite being under the same servicing provider.Attempts to Resolve:I have contacted Fay Servicings customer service team multiple times to address this issue.Each time, I have been given no clear explanation or resolution, and the problem persists.Request:I urgently need someone from Fay Servicings management team to contact me to resolve this issue.I request that they provide immediate online access to this loan account, consistent with the access I have for my other loans.This lack of access has caused significant inconvenience and frustration, as I am unable to manage this loan effectively. I trust that the BBB can assist in facilitating a resolution with Fay Servicing.Please feel free to contact me at ************ or ********************* if you require additional information or documentation. I look forward to your prompt assistance in resolving this matter.
Business Response
Date: 02/04/2025
Please see the attached response.
Initial Complaint
Date:01/27/2025
Type:Billing Issues
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 took over my home loan 1 year ago. Today I received a new bill for $437.87 more for my monthly home loan payment ($1920.86) which seems outrageous to me. I have had my bill go up over the years due to property taxes and insurance going up but never for such a large amount. I was told it was because my escrow account was empty and I needed to repay?? I have never been notified of this and I would think a company would contact their customers and have them start making smaller payments to to get this caught back up, if there was actually a shortage?? I am not sure who has the funding to just add almost $500 to their monthly outgoing bills!! I feel this seems like very sketchy tactics from this company and I would never suggest doing business with them!
Business Response
Date: 01/30/2025
Please see the attached response.
Initial Complaint
Date:01/22/2025
Type:Product Issues
Status:
ResolvedMore 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.
We received a letter from fay servicing indicating that they issued a refund check to our new servicing company. However, the new servicing company did not receive the check but every time you phone fay servicing they disconnect the call and transfer you to numerous people. Please can you issue the refund check to our home address via recorded delivery with immediate effect.
Business Response
Date: 01/29/2025
Please see the attached response.
Customer Answer
Date: 02/02/2025

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
Date:01/16/2025
Type:Billing Issues
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.
Complaint Regarding Unpaid Invoices and Unfair Lending Practices This letter constitutes a formal complaint regarding the difficulties we have encountered in attempting to pay our mortgage with Fay Servicing.
Business Response
Date: 01/28/2025
Hello,
We have attached our response for your review.

Thank you
Initial Complaint
Date:01/09/2025
Type:Order Issues
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.
September 2024 to current: I have an Affordable Housing/Community Engagement iniative in ******* **, ************. We are revitalizing a community where we live and serve. My company has two mortgages with Fay Servicing. I have had difficulty with transmitting monthly payments for one of the mortgages during this time period. I had to make payments via phone technology as their system only allowed online and App payments on the first mortgage account. I had contacted this servicer about the issues before and during this period. In August 2024, Fay Servicing stopped providing statements which were mailed to my home address for both mortgages. In September, I contacted them to inquire why the statements were stopped and requested reinstatement. Finally when I was able to speak to a manager, I was provided the *** information to make the past due and current due payments. During this time, this company was foreclosuring on my company's property and we had not received any notices . It was confirmed that they had the correct home address (where the statements were mailed), email, and phone number. Also, I paid the interest and late fee and requested reimbursement of these fees since it was the company that was not addressing my payment transmission issue. My company's property is scheduled for foreclosure this month. We have a Section 8 tenant renting the property. I have requested reinstatement. Fay Servicing should be responsible for all costs to reinstate the account. I consulted an attorney since the company already has a large lawsuit for similar issues that I have had. I have included the article from the ****. I would like the company to reinstate my account by 1/22/2025 and apply the interest/late fees that I have paid to my mortgage and take responsiblity for their attorney/foreclsoure fees. I have 5 mortgages with 4 different companies current, have been a home owner with mortgages for 25 years and I have never had this issue with a company.
Business Response
Date: 01/13/2025
Please see the attached response.
Customer Answer
Date: 01/22/2025

Complaint: 22787526

My account has been reinstated which is great, however, I am rejecting the fees that should have never occurred if their system allowed me to submit my payments. This company has a current lawsuit related to what I have experienced and I have added my claim.

Sincerely,

******* ********-*******
Business Response
Date: 01/27/2025
Please see the attached response.
Initial Complaint
Date:01/06/2025
Type:Billing Issues
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.
Due to financial constraints, I had to file for chapter 13 bankruptcy in April of 2018. My mortgage was, at that time, through **************** with a VA loan. My bankruptcy was completed in 2023 with everything current. In February 2024, my account was sent to ********************. The worst business that I have ever encountered in my life. I was told in March 2024 that my mortgage was not due until November 2024 by *** ********. I get a call on July 10th 2024 stating my mortgage was passed due. I was told money was "inappropriately applied to my account".I continued making payments from that point even though there was no communication from them telling me anything. I get an escrow analysis in November stating that my balance was in the negative and my payment would increase from 668 to 864 a month. As I finally get answers from them, they changed me a "recoverable corporate advance fee" of ******* and was told it was due to me filing bankruptcy. This company did not even have my account until my bankruptcy was discharged by nearly a year. I had to consult my attorney where he informed me that the charge was illegal as they had to file a notion in the court in order to recover more money as my debt was all repaid. I know have to pay my attorney yet again to represent me in order to get this charge removed. I have copies of all statements since the February acquisition and I statement breakdown of the recoverable corporate advance fee. This charge is unjust and unconstitutional and I feel I have been discriminated against due to the fact that I had to file for bankruptcy. My ask is that this corporate advance fee be credited back to my account and my mortgage payment put back where it was. I already have my attorney notified of the situation and legal action will soon be taken on Fay Servicing. How can a business add a charge like this even when they never had my account until nearly a year after my bankruptcy?
Business Response
Date: 01/13/2025
Please see the attached response.
Initial Complaint
Date:01/02/2025
Type:Billing Issues
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.
On Sunday December 1st I wrote a mortgage payment to Fay Servicing and post marked it at the post office on Monday December 2nd. I have a 15 day ***** ******* I received a call from Fay Servicing on 12/23/24 asking why my mortgage payment was late. I informed the Fay Servicing agent that I had mailed the mortgage payment and that the mail was post-marked with the date I mailed it. Today, I received a notice from Fay Servicing charging me a Late Charge fee of $72.54. I called Fay Servicing to remove this late charge fee because I had mailed my payment in plenty of time to be received before December 15th (end of the ***** period for the month). The organization has refused to remove the charge. Therefore, I am seeking a resolution with the Better Business Bureau.
Business Response
Date: 01/07/2025
Please see the attached response.
Customer Answer
Date: 01/10/2025

Complaint: 22752375

I am rejecting this response because: I am glad that Fay Servicing has referred my issue for a waiver. I would like to uphold this offer. Fay Servicing needs to be aware that I am a senior citizen and I am more comfortable writing a check and putting it in the mail monthly. I have a record of early payments on file that they could review.

Sincerely,

****** ********
Business Response
Date: 01/14/2025
Please see the attached response.
Initial Complaint
Date:12/23/2024
Type:Billing Issues
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 Mortgage was previously with SN Servicing and Fay Servicing took over the Servicing of my loan around Jan of 2022. RIght Away they did an Escrow Analysis and increased my payment from $1,663 a month to $1,725.48 which is an increase of $60 a month. Then 18 months later they reduced my payment in November 1st of 2024 to $1,697.52 after another escrow analysis. Which one should not have been done as my prior servicer just did one before my loan was transferred. I know they are done every year but it took Fay Servicing 18 months to do another one then they lowered my payment. I am self employed so my pays come in at different times of the month. I was never charged a late fee by SN Servicing but Fay Servicing keeps hitting me with late fees. I pay my Mortgage Monthly and always try to pay before the 15th of each month and I pay whatever extra I can towards late fees they charge me if the Mortgage payment is not made before the 15th of each month. SN Servicing my prior Servicer said I should not be charged Late Fees as I live in ****, yet Fay Servicing does. Also I have *** on my loan of $38.66 a month and I received E-mail Confirmation from SN Servicing on July 12, 2021 before my loan was transferred confirming that my *** would drop off of my loan on 05/01/2022. The e-mail reads, "Per CFPB ruling ****************** is to be removed at the origination mid-point of your loan as long as you loan is current. This Date I was e-mailed is 05/01/2022. In January of 2022 Fay Servicing took over the servicing of my loan and I requested right away for the *** to be dropped to off set the increase of $60 a month and they said no even when I sent them the E-mail correspondence from my previous Servicer It is stated in the E-Mail from SN Servicing dated July 12, 2021. Also I paid for an appraisal to have the *** removed. My house appraised at $298,000 and I owe well below the 80% LTV thresh hold *** is supposed to drop off by and they still said no.
Business Response
Date: 12/31/2024
Please see the attached response.
Customer Answer
Date: 01/02/2025

Complaint: 22716912

      I am rejecting this response because: I understand the Escrow Analysis fine there is nothing I can do about that. Also they are not going to reduce my late fees. I am not late over 30 days. Sometimes I am past the ***** period of the 15th of each month but I am unemployed and this cannot be helped.
     But I submitted an appraisal with my complaint showing the current value and I meet all of the criteria. I want my ************* removed from my current loan. They gave the same response to the ************************************ as they did the BBB. Below is what they sent in the response.
A servicer is also required to automatically terminate *** when the principal balance is scheduled to
reach 78% of the *** of the property. At the time of this response, the loan reflects a UPB of
$188,934.28, and an appraisal value of $218,000. This calculates a loan to value (***) ratio of 86.7%. You
are welcome to submit a payment curtailment in an effort to reduce the *** to the 80% requirement for
possible *** removal, should it meet the other criteria listed on page one.
     I meet all of the criteria on page one: Which is listed below also:
The servicer of the loan is legally required to grant your request to cancel the *** as long as you meet
the criteria below:
You make your request in writing
You have a good payment history and are current on your payments
You can certify that there are no junior liens (such as a second mortgage) on your home
You can provide evidence (for example, an appraisal) that the value of your property hasnt declined
below the original value of the home. (If it has, you may not be able to cancel *** on schedule) (citation:
    So I am sending the appraisal again. This is my request in writing with the Help of the BBB. My payment History is good as I have never been 30 days late. Yes I have been past the ***** period of the 15th but not 30 days late so my payment History is good.
     If I have to I will do a Limited Lien Search. But there are are no other Liens on my property.    So I am requesting for my *** to be removed from my current Loan. s this puts an undo financial burden on me.


Sincerely,

******* ******
Business Response
Date: 01/08/2025
Please see the attached response.
Customer Answer
Date: 01/10/2025

Complaint: 22716912

I am rejecting this response because: They are saying the same thing over and over again. I do not care if my loan was modified. I am below 80 percent Loan to Value and I submitted an Appraisal contradicting their estimate of what they think my value is. Yet Fay Servicing keeps saying the same thing over and over again. Submit a Payment Curtailment. They are doing all they can to make sure they can take the additional $38 a month out of my loan. I had no choice that my loan was transferred to Fay Servicing and now I am suffering they keep sending their same response instead of being a real servicer and looking at the New Appraisal. They just keep sending their ridiculous same asnwer back again a second time.

Sincerely,

******* ******
Initial Complaint
Date:12/19/2024
Type:Order Issues
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.
I have a few loans with ***. 2 of them has issues. I tried to solve the issues on the phone but they make you go though an unbelievable maze of dial 1, dial 2. In the end the call drops or speak to someone who does not solve the problem. These are the specific problems My Loan number is ********** for *************************** Per loan documents, *** is responsible for paying for insurance from the escrow money. They failed to do so in December 2023, and they failed to do so in December 2024. I had to pay both times to prevent the cancelation of insurance. Please fix this for next year, but for this year, send me a reimbursement ********** number for ************************: ********** . Per loan documents *** is in charge to pay RE taxes. They failed to do so in 2024 (due in March 2024), but they did not reimburse me. Please send me a check with the money from taxes, and please take care of the taxes on time. Being delinquent on RE taxes is a problem as I cannot obtain a business license with the city
Business Response
Date: 01/02/2025
January 2, 2025

**************************
******* ********* Eced
Sent via BBB Portal

RE:                          Account Number:                            ********** &0050004901
                                Property Address:                           *******************************************************************************
************************************************************
                                BBB Complaint Number:               22710087

Dear ******* ********* Eced:

Fay Servicing,LLC (***) has received and reviewed the complaint that you submitted to the Better Business Bureau (BBB) portal on December 19, 2024, regarding your above-referenced business purpose loans. Fays responses to the specific concerns raised in your complaint are provided below.
In your complaint, you state that you paid the property taxes and insurance out of pocket on multiple instances to either prevent the taxes from becoming delinquent and/or your insurance from being cancelled. You state that *** is responsible for paying the property taxes and insurance with the funds in the escrow account. You request that the loans be corrected to rectify this issue going forward and you request reimbursement.

In review of the loan ending in 0964, we determined that when *** acquired the loan for servicing on November 21, 2022, the loan was inadvertently boarded as non-escrow for insurance. The records transferred to us from ***************************** show that insurance funds were received at the time of the loan transfer. An escrow analysis was recently completed on December 23, 2024, and we attached a copy of the Escrow Account Disclosure Statement for reference. At the time of the analysis, we determined there was an escrow surplus of $1,034.37, which we deducted from the escrow account and issued the funds to you in the form of an escrow refund check on December 24, 2024. Please note,the loan was converted to escrow for insurance to resolve this matter going forward and an additional escrow analysis was completed which will be sent under separate cover.

In review of the loan ending in 4901, we determined that the account has been escrowed for taxes since *** acquired the loan for servicing on January ******. When gathering the disbursement detail on March 7, 2024, our tax vendor discovered that the taxes were already paid; however, the taxes were not due until March 29, 2024. An escrow analysis was recently completed on December *******, and we have attached a copy of the Escrow Account Disclosure Statement for reference. At the time of the analysis, we determined there was an escrow surplus of $711.63, which we deducted from the escrow account and issued the funds to you in the form of an escrow refund check on December 24, 2024. Please allow up to 15 business days for **** delivery of the escrow refund checks.Please advise if your checks were not received within this time frame. We regret any inconvenience and/or frustration caused by this matter.

If you have further concerns regarding this experience, please contact us at the telephone number listed below. We value your relationship and look forward to servicing any of your upcoming financial needs as well as working to ensure the level of service you expect from us is met in the future.

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 (2)
Initial Complaint
Date:12/17/2024
Type:Billing Issues
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.
The business committed to LIMA One my bank with whom I got a mortgage.The person at **** One cancelled my loan and sold it to *** Mortgage services.They are charging me exhorbitant interest of 80% and they are threatening me with a default and lying to me that 3 months were not paid.They are not resolving the matter despite me calling them on Friday 12/13 and today 12/16 5-7 times.They are threatening a foreclosure for mistakes that both banks are responsible for.Amount paid: ****** for all months except November because they used the wrong bank account by mistake and they are threatening to take my home away. They are also lying about my previous statements They have blocked my account and they are not allowing me to login. I told them repeatedly 6-7 times that I can pay both November and December and bring the account current as of 12/13
Business Response
Date: 12/23/2024
December 23, 2024

************
****** *****
Sent via BBB Portal

RE:                          Account Number:                            0000390225
                                Property Address:                           *********************************
                                BBB Complaint Number:               22695547

Dear ****** *****:

Fay Servicing,LLC (***) has received and reviewed the complaint that you submitted to the Better Business Bureau (BBB) portal on December 17, 2024, regarding your above-referenced business purpose loan. Fays responses to the specific concerns raised in your complaint are provided below.

In your complaint, you state that the loan was cancelled with ******** and then sold to ************************. You state that *** is charging an exorbitant interest amount and pursuing foreclosure proceedings as a result of mistakes that both banks are responsible for.

After completing an investigation, we determined that ************************ is no longer in business and the responsibility of collecting your mortgage loan payments was transferred from ********************* (********) to Fay Servicing, LLC (***) effective September 20, 2024. *** acquired the loan for servicing on September 20, 2024, while the loan was contractually due for the September 10, 2024, mortgage payment. Within the records transferred to us by ********,there is no indication of the mortgage loan being cancelled. As indicated in the *** Account History attached, the contractual installment due for September 10, 2024, was satisfied on October 25, 2024. The contractual installment next due for October 10, 2024, was satisfied on November 14, 2024. On November 20, 2024,*** received your payment in the amount of $4,122.02 which was applied to satisfy the contractual installment due for November 10, 2024. However, on November 26, 2024, the payment was returned with the reason listed as insufficient funds. *** sent the attached notice dated November 26, 2024,regarding the funds applied to your account being returned. We were unsuccessful in contacting you by telephone during multiple instances from November 29, 2024, through December 3, 2024. The loan was placed into a status of default during this period on December 12, 2024, and it was not until the next day on December 13, 2024, when you verbally requested to pay; however, you were advised of the account being in default at the time and our records show that the default status of the account was not a *** error. On December *******, *** received your payment in the amount of $8,757.21. Of this amount, we applied $4,328.12 to satisfy the contractual installment due for November *******, and the applicable late fee. Additionally, we applied $4,429.09 to satisfy the accumulated default interest and the insufficient funds/return item fee. On December 19, 2024, *** received your payment in the amount of $4,122.02 which was applied to satisfy the contractual installment due for December *******. On December 20, 2024, *** received your most recent payment in the amount of $4,122.02 which was applied to satisfy the contractual installment due for January 10, 2025.

As of the date of this letter, the loan is contractually due for the February 10, 2025, mortgage payment.

If you have any questions, please contact ***************** 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 (2)
Customer Answer
Date: 01/02/2025

Complaint: 22695547

I am rejecting this response because:

***** response: However, on November 26, 2024, the payment was returned with the reason listed as insufficient funds. *** sent the attached notice dated November 26, 2024, regarding the funds applied to your account being returned.
Hannah's response: I asked you to use the *************** account that I gave for monthly AUTOMATED payments. *** services used the wrong account. I was on the phone for almost an hour and gave the *************** account repeatedly and you played games with me. 6842 last four digits account number was used. 7652 is the last four digits account number that should have been used.

***** response: We were unsuccessful in contacting you by telephone during multiple instances from November 29, 2024, through December 3, 2024. The loan was placed into a status of default during this period
Hannah's response:  You contacted me from different numbers and some of them showed up with the name Scam Likely. I was scared of being scammed. I STILL DO NOT HAVE ACCESS TO MY ACCOUNT ONLINE< I BEGGED YOU FOR ONLINE ACCESS AND WAS REPEATEDLY denied.

***** response: on December 12, 2024, and it was not until the next day on December 13, 2024, when you verbally requested to pay; however, you were advised of the account being in default at the time and our records show that the default status of the account was not a *** error.
Hannah's response: I submitted a plea with a lady who called herself ******. I called repeatedly BUT I WAS TOLD EVEN at 5 PM, she was out for LUNCH.
I WAS MOCKED MY house will be foreclosed. I was told THE **** WAS NOT APPROVED AFTER I CALLED 30 TIMES
On December 18, 2024, *** received your payment in the amount of $8,757.21. Of this amount, we applied $4,328.12 to satisfy the contractual installment due for November 10, 2024, and the applicable late fee. Additionally, we applied $4,429.09 to satisfy the accumulated default interest and the insufficient funds/return item fee.
Hannah's response:, I was mocked and ridiculed. I WAS MADE TO PAY INTEREST until the day that you processed WITH ALL THE DELAYS ON YOUR PART DESPITE ME CALLING 30 TIMES. You shamed me by saying there is no ****** despite your staff repeatedly telling me my account manager ****** is working by a rude gentleman. People were laughing in the background, and I was humiliated on, I was asked if I want to be a looser and loose my house to a foreclosure. I also received calls from different phone numbers not the same phone number.
On December 19, 2024, *** received your payment in the amount of $4,122.02 which was applied to satisfy the contractual installment due for December 10, 2024. On December 20, 2024, *** received your most recent payment in the amount of $4,122.02 which was applied to satisfy the contractual installment due for January 10, 2025.
Hannah's response: 7652 is the last four digits account number that should have been used. Even with my new bank loan 154481
1. I DO NOT HAVE ONLINE ACCESS. I AM ALWAYS T OLD I CANNOT HAVE ACCESS NOW. TODAY YOU HAVE SCHEDULED A PAYMENT WITH THE WRONG ACCOUNT NUMBER FOR MY LOAN ****** that was UNFORTUNATELY sold to you by *** financing. I CALLED TODAY I AM UNABLE TO CHANGE THE ROUTING AND ACCOUNT NUMBER TODAY. I AM DOING MY BEST TO FIX THIS

GIVE ME ACCESS ONLINE. HELP ME SEE THE ACCOUNTS YOU ARE USING AND HELP ME SCHEDULE MY PAYMENTS. 20 YEARS WITH ROCKET MORTGAGE I NEVER EVER HAD A BOUNCED BACK PAYMENT.

GIVE ME ACCESS TO MY ACCOUNT. GIVE ME VISIBILITY INTO MY ACCOUNT DETAILS - DO NOT THREATEN ME WITH FORECLOSEURE, HUMILIATE AND INSULT ME. THERE ARE REGULATIONS AND I CANNOT BE INSULTED BY being ridiculed and LAUGHED AT people to make me FEEL LIKE I HAVE MENTAL ISSUES WHEN I AM PERFECTLY NORMAL. DO NOT CALL ME A LOOSER who will lose my HOME TO FORECLOSURE. I AM ENTITLED TO being TREATED RIGHT.

As of the date of this letter, the loan is contractually due for the February 10, 2025, mortgage payment.

Sincerely,

****** *****
Business Response
Date: 01/10/2025
January 10, 2025

************
***************************
****** *****
Sent via BBB Portal

RE:                          Account Number:                            ********** & **********
                                Property Address:                           *********************************
                                                                                                **************************************
                                BBB Complaint Number:               22695547

Dear ****** *****:

Fay Servicing,LLC (***) has received and reviewed the complaint that you submitted to the Better Business Bureau (BBB) portal on January 2, 2025, regarding your above-referenced business purpose loans. Fays responses to the specific concerns raised in your complaint are provided below.

In your complaint, you state that you are rejecting our response because you requested for the payment to be processed from your *************** account previously provided for monthly automated payments.

Upon further review, we have determined that you currently have two loans being serviced by ***, loan number ********** and **********. Regarding your loan ending in 0225, we have reviewed the last call that occurred on November *******, prior to the payment in question being drafted. During the call, you were advised the payment in the amount of $4,122.02 was being drafted from your bank account ending in 6842, which you confirmed as correct during the call. On November 20, 2024, *** received the payment which was applied to satisfy the contractual installment due for November 10, 2024. However, on November *******, the payment was returned with the reason listed as insufficient funds. There is no record of you calling in until after the loan was already placed into a status of default and our records show that you were disputing the default status of the loan during this period. You were advised on multiple instances that full payment, inclusive of the default interest was required to reinstate the loan.Regarding your loan ending in 8280, *** recently acquired the loan for servicing on December 15, 2024. Our records show that the loan was boarded for servicing on December 17, 2024, with the *** information from the *** form transferred to us by ****************. On January 2, 2025, you called in to adjust the bank account information for the automatic draft. However, there was not sufficient time for *** to adjust the bank account information as the payment was scheduled to be drafted on that same day. On January 2, 2025, *** received your payment in the amount of $898.08 which was applied to satisfy the contractual installment due for January 1, 2025. Please be advised that both loans are currently on ***/automatic payments and payments will be processed from your bank account ending in 7672 moving forward. Additionally, we have confirmed your online accounts were registered on January 6, 2025, and are currently accessible to you. We regret any inconvenience and/or frustration caused by this matter.

If you have any questions, please contact ***************** 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

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Fay Servicing LLC is NOT a BBB Accredited Business.