Complaints

This profile includes complaints for Fay Servicing LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fay Servicing LLC

  5426 Bay Center Drive, Suite 300 Tampa, FL 33609

• 

  Fay Servicing LLC

  8001 Woodland Center Blvd STE 100 Tampa, FL 33614-2438

• 

  Fay Servicing, LLC

  440 S La Salle St STE 2000 Chicago, IL 60605-5011

• 

  Fay Servicing

  901 S. 2nd Street, Suite 201 Springfield, IL 62704

• 

  Fay Servicing

  P.O. Box 619063 Dallas, TX 75261

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:12/16/2024

  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 got a home loan through ****************. Fay Servicing, llc has since acquired my loan. I was informed at that time that my loan would be treated the same as if **************** still had it. Recently I inquired about *** removal from my loan. I was informed by Fay Servicing, llc customer support that all I needed to do to get *** removed was to get a company to appraise my home and prove that my loan to value ration was below 80%. I had this done at a cost of $450. The appraisal showed that my loan to value ration is at approximately 55%. Well below the 80% requirement. After completing this, customer service told me that *** can not be removed because their requirement is the loan to be 80% of their original loan value. This is not the same as the requirements that **************** (original lender) uses. I emailed to Fay Servicing, llc complaint department as instructed by their customer support representative and received no response.

  Business Response

  Date: 12/18/2024

  Please see the attached response.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22683977
  
  I am rejecting this response because: There are several reasons for rejecting this response. They are as follows: 1. There is no law that requires *** to remain until the loan is below 80% of the original appraised value. 2. The original loan was not through Fay Servicing, llc. 3. Fay Servicing did not get an appraisal when they purchased my mortgage without my permission. 4. I have sufficiently proven that my loan to value ratio is well below 80%. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/27/2024

  December 27, 2024
  
  ***** ****
  Sent via BBB Portal
  
  RE:                          Account Number:                            0000283624
                                  Property Address:                           *****************************************************************
                                  BBB Complaint Number:               22683977
  
  Dear ***** ****:
  
  Fay Servicing,LLC (***) has received and reviewed the complaint that you submitted to the Better Business Bureau (BBB) portal on December 20, 2024, 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 you are rejecting our prior response because there is no law that requires ************************** (***) to remain until the loan is below 80% of the original appraised value and *** was not the original loan creditor. You further state that *** did not order an appraisal when the loan was purchased without your permission, and you have sufficiently proven the loan to value is well below 80%.
  
  *** adheres to all regulations set forth by the ************************************ (****) and/or State regulations. As stated by the ****, you have the right to ask your servicer to cancel *** on the date the principal balance of your mortgage is scheduled to fall to 80 percent of the original value of your home. The first date you can make the request should appear on your *** disclosure form, which you received along with your mortgage. For this purpose, original value generally means either the contract sales price or the appraised value of your home at the time you purchased it, whichever is lower. But, if you have refinanced, the original value is the appraised value at the time you refinanced.
  
  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: *****************************************************************************************************************************)
  
  *** has enclosed a copy of the *** disclosure form, signed by you on May 22, 2020,which stated the loan is scheduled to reach 80% of the loan to original value (***)of the property on/around June 1, 2027, and 78% of the *** of the property on/around May 1, 2028.
  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 $210,437.77, a purchase (sale) price of $250,000.00, and an appraisal value of $252,400. This calculates a loan to value (***) ratio of 84.2%. You are welcome to submit a payment curtailment in the amount of $10,437.77 in an effort to reduce the *** to the 80% requirement for possible *** removal, should it meet the other criteria listed on page one.
  
  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 (1)

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22683977
  
  I am rejecting this response because:
  As I stated in my previous response, I did not enter a loan agreement with Fay Servicing, llc. I never wanted my business to be with Fay Servicing, llc. If I had wanted that I would have secured a mortgage with them from day one. I entered a loan agreement with ****************. Their business practices are what I agreed to. **************** allows PMI removal when proof is provided that improvements have been made to the property to bring the *** to under 80%. That has been done. PMI should have been removed at that point. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/06/2024

  Type:Product 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 dealing with a foreclosure where Fay Servicing, LLC is coming after me for re-payment of a loan. There is an issue with our note where it has been transferred multiple times where we were not given a cash receipt. We also did not know that the bank has made themselves the beneficiary, therefore a trust was created. Where do I benefit from purchasing a home? Going through my mortgage paperwork the bank and Fay Servicing has violated Fas95 Accounting in regards to cash receipt. By depositing the note (an asset of the originators/ makers of the note)by the mortgage company the loan, which had not yet been advanced to mortgagors by the mortgage company, was paid therefore there cannot be a holder in due course of the note if it has already been paid. To be a holder in due course of the note, the note must be held by the lender until the note is paid off by the borrower and returned to the borrower. Depositing the note, in effect, cancels the note because the lender has just been paid (cash receipts for the deposit) and no receipt for the deposit was ever given to the borrower. The mortgage company must follow GAAP, as do all banks, and show a corresponding "liability" for the "asset" (note) they deposited. That liability is money the bank owes to borrowers for their asset that was ************ soon as the note was deposited, the balance due on the note was zero. However, the mortgage company sold the note and the transferee/assignee of the note carries the note on their books as an "account receivable" to be collected from mortgagor and thinking they are the holder in due course of the note, which is impossible. However, the assignee, thinking that they are the holder in due course of the note, file a foreclosure on the mortgagors when the mortgagors fail to make the payments. ******************************************************** "A bank is not the holder in due course upon merely crediting the depositors account. ************* *. ******, 229 NYS 2d 142, 143.

  Business Response

  Date: 12/11/2024

  Please see the attached response.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22637816
  
  I am rejecting this response because: Subect and claims defense UCC Section ***** defenses and claims in recoupment. I have filed a counterclaim, the same language thats in Rule 13 under the Federal Rules of Civil Procedure. UCC ***** claims to an instrument - I have a proprietary and possessory interest in the note and its proceeds. An adverse claim 8-102/-105 was filed because I am an undisclosed third party under the statues of fraud. This purchase was under an investment contract and not a loan. Section ***** Applicability - dealing with securities. Fay Servicing doesnt have standing to come into court or to foreclose on the loan. The reason is because Fay Servicing doesnt own the loan, I own the security. 

  The residual income did not pay off the mortgage where the mortgage note became a security; book entry. A FINRA compliaint will be filed.

  Sincerely,
   
  ********* Akbarieh 

  Business Response

  Date: 12/18/2024

  Please see the attached response.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22637816
  
  I am rejecting this response because: The can't provide me with the banking transaction that my husband I received a loan. 

  Fay Servicing, LLC never produced the scheduling balance sheet RC-C showing loans, lease (if applicable), or purchase financing receivables or assets and RC-L Call Reports evidence Securitization of the Retail Sales Installment Contract as an OFF-Balance Sheet Item under the TRANSFER AND SERVICING AGREEMENT and the accounting ledger for the above alleged mortgage transaction, to that Fay Servicing, LLC is in compliance with *************** Accounting Standards Board]  No. 95 Statement of Cash Flows and credited my payment as a cash deposit and receipt as the Payor when the entry was made under subsection 1813 (I)(1) of title12. I also want to see the 1099-A as an acquisition and 1099-OID as an Original Issue Discount and the **** Informational Tax Return form 1096 showing the Capital Transfer Tax withheld and paid out as a taxable termination by the Trustee of the TRANSFER AND SERVICING AGREEMENT under subsection 2511, 2603(2), 2611(a) of title 26 of the Internal Revenue Code. Otherwise Fay Servicing, LLC is in possession of contraband upon which lien has attached under subsection 6324 (C(2) of title 26 of the Internal Revenue Code until the Capital Transfer Tax is paid in full. I want a copy of the RC-S CALL REPORTS showing Fay Servicing, LLC assets or receivables that were sold or securitized for the first and last quarters of the loan period. Schedule RC-S includes information on assets that have been securitized or sold and are not reported on the balance sheet of the Report of Condition, except for certain on-balance-sheet retained interest-only strips (which are reported in item 2.a of this schedule), subordinated securities and other enhancements (which are reported in items 2.b and 9 Memorandum items 3.a. (1) and (2)), and sellers interests (which are reported in items 6.a and 6.b).

  General Instructions
  Schedule RC-L should be completed on a fully consolidated basis. Schedule RC-L includes the following selected commitments, contingencies, and other off-balance sheet items that are not reportable as part of the balance sheet of the Report of Condition, except that the fair values of certain derivative contracts reported in item 17 of this schedule on the ***** 031, 032, and 033 report forms may be carried on the balance sheet. Among the items not to be reported in the schedule are contingencies arising in connection with litigation.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:11/27/2024

  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.

  Poor service and multiple issues in the act of servicing the loans.Refusal to request change of loan servicer Consistent loss of documents Repeated requests for documents already provided.Unacceptable customer service

  Business Response

  Date: 12/03/2024

  Please see the attached response.

• Initial Complaint

  Date:11/15/2024

  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.

  I have an account with ********************, LLC. It has been extremely difficult to communicate with them. They are trying to make me lose my house. I have insurance on the property, and they are trying to charge me $318.02 each month in addition to the amount of insurance I am paying and have paid. I cannot afford that, neither should they be trying to steal that additional money. I sent them proof of insurance every time since they have taken this loan over. However, it seems like they always want to find a way to cheat me out of additional money. They need to correct the monthly amount of my regular payment instead of trying to take my house away and make me lose what I have honestly worked for. I can never get anyone on the phone to cordially assist me with matters and it has been a nightmare ever since they have taken this loan over. I have been a great paying customer and expect to be treated with respect and honesty.

  Business Response

  Date: 11/20/2024

  Please see the attached response.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22545479
  
  I am rejecting this response because:

  I paid for insurance. You received a copy of the document. If your business is efficient, how could you allow a whole year to pass without communication regarding this matter? I paid the insurance company over $3,000 and they never returned that money. Those people are nowhere to be found. Now you are telling me this after all this time! I have paid money and is currently paying money for insurance. I am tired of getting ripped off. I CAN NOT afford additional money on top of my current payment. It seems that I can never get cooperation from your company even after being a current and on-time paying customer all of these years. Also, the amount of money you have added is astronomical! There is no way that I should have to pay this exorbitant amount of money. Your company always finds a way to make life stressful. As good of a paying customer as I have been, I feel that better treatment is warranted. Again, I emphasize that I CAN NOT afford to throw away nor add the additional money that you think I should pay. It's not my fault. I sent you evidence of coverage and paid a huge sum of money for that insurance. Someone in your company did not do their job and wants me to pay for their lack of work. Simply, it is unaffordable, unfair, and unrealistic. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/03/2024

  Please see the attached response.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22545479
  
  I am rejecting this response because:

  after paying over $3,000 to the insurance company I am being forced to pay another excessive amount for something that I don't have. I should have received notification prior to this year. Now I have lost over $3,000 and still have to pay another amount close to $4,000. That amount is excessive. I am requesting that the additional monthly amount be removed, and that I be able to pay my regular monthly payment. The insurance company has not cooperated, and the agent is not in the location where I bought the insurance. I wish that Fay Servicing would be more accurate with their records and not wait to find a reason to get additional money from me. Dealing with Fay Servicing has been a nightmare, and I can never get cordial nor courteous help. I have been an on-time and consistent paying customer. Please don't take advantage of me. I am poor and will be forced out of my home that I worked hard to get. Please remove such cost as Fay Servicing waited over a year to update their records and now the insurance agent's office is gone. I have no one to go to in order to get my money back. If the insurance was dropped, my money should have been returned, and Fay Servicing should have informed me at that time. I thought that I had insurance. It seems like I am in the middle of an insurance scam. Please accept my regularly scheduled payment. I cannot afford an additional cost which is close to $400 per month. It's not my fault. Can the owner, president or anyone in at Fay Servicing help me?
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/20/2024

  Please see the attached response.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22545479
  
  I am rejecting this response because:
  Fay Servicing should have communicated with me earlier and not wait. This is poor business practice, and I am worried about the manner in which this company operates. I am deeply disappointed, and I have graciously asked that the payment amount be extended, and the persons whom I talked to made no attempt to help me. Calling this business and trying to get assistance is a waste of time. No one listens, no one cares. As a regularly paying customer, I deserve more respect and appreciation for my business than what I have been given.

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

  Business Response

  Date: 01/31/2025

  Please see the attached response.

• Initial Complaint

  Date:11/12/2024

  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.

  I have been trying to get Fay Servicing to update my property address and disburse a payment to ******************* for my home policy. On October 3, 2024, I emailed a legal letter from The Town of Tazewell (as requested by *************************) stating that the Town had revised my property address for 911 purposes. This letter was required by *** to update the property address on record. On October 28, 2024 I contacted **** customer service because the record had not been updated. I finally talked to someone who could help me and did get the address updated. Now I cant get ************************* to pay *******************.I called ************************* on Saturday, November 9, and asked if they would release payment because I received an email from ********* stating the mortgage company still had not paid the policy. Fays representative in the insurance department told me that he would have to put me on hold so he could call Travelers and confirm my policy even though records show I have a policy. A few minutes later, the *** representative came back and said Travelers customer service must be closed for the weekend because he couldnt get anyone on the phone. I hung up with *** called Travelers and spoke with a representative. Did ************************* representative lie to me? Did he really call?A Travelers representative faxed documentation to ************************* during my call with them.I check my account today with *** and they have disbursed a payment for insurance that must not be for my Travelers policy because the payment is too high.I want this issue resolved immediately!

  Business Response

  Date: 11/18/2024

  Please see the attached response.

• Initial Complaint

  Date:11/11/2024

  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.

  **************** misinformed me by not stating the complete picture when I asked about deferring payment. Payment therefore tripled in a matter of 6 days where if they had stated the complete picture of what i was asking for i would not be out more than $10,000 and counting. I reached out in good faith and have answered their phone calls when I wasn't tied up at work and i make the good will effort to look into paying before the end of the month. Had the information they provided me described the entire picture, I would have made other arrangements. I'm asking for Fay Servicing to own up to the mistake and pay for the penalties. When I asked the Fay Servicing Agent on 11/8/2024 how they would feel if the shoes were reversed there was a long silence on the phone. This is completely dishonorable business conduct.

  Business Response

  Date: 11/13/2024

  Please see the attached response.

• Initial Complaint

  Date:11/08/2024

  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.

  Dear BBB Team,I am filing a complaint regarding Fay Servicings handling of my mortgage account, which has resulted in severe communication issues, restricted payment access, and misinformation from their representatives. Despite multiple requests and letters sent to their customer service team, I have not received any response or resolution to my concerns.Fay Servicing disabled my online payment option due to a few returned payments caused by minor timing delays in my rent deposit. After contacting their team, I was informed I would need to make payments in person at a bank or via wire transfer. However, as I am currently out of the country, I am unable to make in-person payments, leaving me without a viable way to keep my account up to date.When I reached out to Fay Servicings representatives by phone, I was repeatedly assured that submitting written letters would lead to the restoration of my online payment access. Despite following these instructions, I have not seen any action taken on my account. During one of my recent calls, a representative even ended the call abruptly, refusing to provide further assistance or address my concerns. This lack of transparency and the misleading guidance has been incredibly ************** the meantime, Fay Servicing has continued to report my account as past due to the credit bureaus, which has led to my first late payment **** on my credit reportsomething I have never had before. This unfair treatment, coupled with misinformation and a lack of communication, is causing significant stress and financial strain.I respectfully request the BBBs assistance in ensuring Fay Servicing restores my online payment access, enabling me to keep my account current and prevent further harm to my credit rating.Thank you for your assistance.Sincerely,*** ********

  Business Response

  Date: 11/11/2024

  Please see the attached response.

• Initial Complaint

  Date:11/08/2024

  Type:Billing 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.

  I paid $6,769 towards my escrow over the phone with an escrow specialist on 9/17. On that day, an escrow analysis shouldve been completed to lower my monthly payments it did not. I called again on 10/11 inquiring about my monthly payment not changing and was told that an escrow analysis was never completed and one would be submitted which would take 5 business days. I was told ** receive a call or mail if the analysis is complete. It is now 11/7 and I have not heard or seen anything from this business regarding my escrow analysis and my monthly payment has not changed a *****. I called this evening 5 different times and each and every time was hung up on by a specialist! One of them answered and put me on hold for ******************************************************************* as well. Quite frankly the representatives at this business are an utter disappointment and Fay servicing should be ashamed of themselves. Reviews of bad customer service are endless and Ive now become a victim to it. I demand my escrow analysis immediately and for my payment to be applied to the correct place (escrow) as I requested on 9/17. I would like a call from a senior representative that will actually help me before next friday.

  Business Response

  Date: 11/13/2024

  November 13, 2024
  
  Saran Souare
  Sent via BBB Portal
  
  RE:                          Account Number:                            0000174977
                                  Property Address:                           ***********************************************************************************************
                                  BBB Complaint Number:               22528410
  
  Dear Saran Souare:
  
  Fay Servicing,LLC (***) has received and reviewed the complaint that you submitted to the Better Business Bureau (BBB) portal on November 8, 2024, 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 you paid $6,769 towards the escrow on September 17, 2024; however, *** never completed the required escrow analysis to lower your monthly payment during this period.
  
  After completing an investigation, we determined that on September 17, 2024, a payment was made in the amount of $6,769 (Confirmation Number *********) over the phone with an agent. The funds were properly applied to the escrow on September 17, 2024, and a request was made for an updated escrow analysis to be completed. However, on September 20, 2024, the request was closed without any action being taken due to there being no significant difference since the last escrow analysis was completed in March 2024. You called **************** on October 11, 2024, stating that an updated escrow analysis was never completed after you switched insurance carriers. You were advised of the prior insurance policy reflecting on the account at the time and the call was transferred to an insurance representative for further assistance.When you explained the property was now being insured through ********** and *** never paid the insurance premium from the escrow account, you were advised *** never received evidence of insurance through **********; however, ************** representative contacted your insurance agent and requested evidence of insurance. The hazard insurance lines were updated reflecting a premium of $4,492.00 due to State Farm. You further inquired about the monthly payment and an escrow analysis due to the escrow payment previously made. You were advised that your concerns required handling by **************** and when you contacted **************** to follow up on October 11, 2024, a request was made for an updated escrow analysis to be completed. However, on October 14, 2024, the request was closed without any action being taken due to the hazard insurance line being past due at the time of review.
  
  A request was made on that same day for *** to research the past due insurance line, and the insurance line was updated the next day on October 15, 2024. During this period, *** deducted $4,492.00 from the escrow account and issued payment towards the insurance premium due to State Farm on October 14, 2024. You next contacted *** on November 7, 2024, to inquire about the escrow analysis; however, the call was inadvertently disconnected. Please know **************** is of the utmost importance to us, and we regret you did not receive the excellent level of service for which our firm is known. Please be assured that this is not typical of our operating procedures, and we regret the inconvenience and frustration caused by this matter.
  
  On November 8, 2024, *** requested an updated escrow analysis to be completed considering the escrow payment you made during September 2024,and the insurance line being updated during October 2024. On November 12, 2024,*** completed the updated escrow analysis, and the Escrow Account Disclosure Statement is being delivered under separate cover. The escrow analysis completed reflects a decrease in your monthly payment from $2,044.38 to $1,762.63 effective December 1, 2024. The new monthly payment is inclusive of the principal and interest payment of $462.43 and the escrow payment for taxes and insurance of $1,021.51. The escrow payment was calculated based on identical property tax figures of $7,766.15 annually or $647.18 monthly and lower property insurance figures of $4,492.00 annually or $374.33 monthly. In addition, at the time of the analysis, the loan had an escrow balance of $5,443.43, with a required escrow cushion of $8,787.67, resulting in an escrow shortage in the amount of -$3,344.24. The escrow shortage was spread out over twelve (12) months resulting in an additional $278.69 added to the monthly 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

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although I was not contacted as I requested and customer service continues to be a pain point with Fay Servicing, I am satisfied with the result of a lowered monthly payment effective 12/1/2024.
  
  Sincerely,
  
  Saran Souare

• Initial Complaint

  Date:11/07/2024

  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.

  i have paid my monthly payments on time for at least 9 years since my modification. i am on automatic payment . several times i have called to have my payment history to be reported to my credit report. they continually tell me only if i refinance will they report it. but if i miss a payment they will report it. this is unjust and i have perfect payment history on all my credit accounts. i can't even finance windows. I asking that they report my perfect payment history to the credit report companies.

  Business Response

  Date: 11/08/2024

  Please see the attached response.

• Initial Complaint

  Date:11/07/2024

  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.

  I have TWO ************* loan was sold to *************** and it has been screwed up ever since! At the end of COVID my loan was sold, I was under a modification with the prior company. It took over a year to get my account straightened out with the loan amount and the prior modification that was current. During the time I had a double stroke. I finally got the modification fixeda year later. But my bills were so messed up from my strokes I had to file repayment BK. I was confused on what my payment was, they refused to tell me they have had me go rounds with my **** to get a wet signature 6 months later to I spoke to the RUDEST CUSTOMER REPRESENTATIVE ****** ****** (refused to spell say he is the ONLY ****** in the company I told him I need the spelling he saidBET IM THE ONLY ****** X83619 claim his manager is ***** ****** He refuses to tell me anything claiming my **** has not sent the correct paperwork, it was missing either my SSN or acct #and to *** Serv. It had my name and address but they never responded to the **** this. I asked if I could just know what date the correct modification was done, he told me it was between him and my ****. I told him I use to work in bankruptcy, he called me a liar, I *** I do not currently but Yes I did.He was extremely Rude and refused to send me to a mgr stating it was too late. I told him look I have a company willing to help with my bills but I cant get anything from them, he again told me he would not talk to me and would not let me talk to his manager.

  Business Response

  Date: 11/11/2024

  Please see the attached response.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22523895
  
  I am rejecting this response because:

  You have listed most of this complaint as the modification and how it did take about a year. It was not due me s******* anything up. It was the fact your office kept sending me incorrect paperwork and it took me pointing it out to them that it was wrong. The *** *** I was working with on this part was super nice unfortunately he had to wait to get answers from others to be able to send me paperwork.

  This complaint was about ****** ****** and how Rude and disrespectful he was to me. Within the first 3 minutes of the call I had to ask him not to raise his voice at me. Then he proceeded to belittle me and tell me how it was not between me anymore that it was between my attorney and ***************. At first he would not tell me his last name Just that it was ****** and he was the only ****** in the company! He refused to spell his last name once he finally did give it to me. He refused to let me speak to a manager because it was too late 

  I am a bilaterally stroke survivor, yes I do have some memory issues hence why I was trying to ask him certain key things where he kept Yelling and belittling me. I should not have to tell him anything about me an my stroke in order for him to be respectful. 
  By the time I got off the phone with him I was in tears and my blood pressure was crazy high, Im surprised I really did not end up having another stroke. 
  The next day I call my attorney and explained everything to her and she said she had sent the basic letter the first time but the second time she fax and emailed a copy to the *******. The last time she added everything so nothing could be missing even though the second one should have worked. She again faxed and emailed a new set of letters which this time was accepted.

  Customer service is Not something I would Ever list ****** ****** as having. I think he should be several reprimanded, if not lose his job. I will Never feel comfortable trusting this company after this encounter. If I was in a better place in my life I would definitely want a different company to hold my mortgage.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/25/2024

  Please see the attached response.