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Business Profile

Mortgage Lenders

Fay Servicing LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Lenders.

Complaints

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

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Fay Servicing LLC has 7 locations, listed below.

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    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 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2024

      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.
      We sold our house (closed around 12/4/23) and moved out of state. We were happy to be done with Fay Servicing. That did not last long. The buyer's attorneys check paying off our mortgage with *** was returned to us, the sellers. Not to the attorney that issued the check, and it was received by us a WHOLE MONTH after it was issued. It was returned as it was an **** check, not a certified check. Our attorney stated since COVID, **** checks (which are just as good as certified checks) have been used for mortgage transactions with no issues from other companies, as if a certified check gets lost, it can take 90 days to replace. Then, trying to talk to anyone at *** is next to impossible, thankfully we had an attorney (who also had issues getting timely communication from ***) handling our issue. Now we're in March of 2024, *** has reported several delinquent payments on a home we sold almost 4 months ago on our credit. Dropping my wife and my credit scores almost 100 points. I even had credit card accounts lower my credit limit due to this. My wife and I are unable to look for a new house as there is no way wed get approved for a new mortgage at this time. Its been a total nightmare. Our attorney states the mortgage should be paid off now, but *** turned off my ability to access my account online (this should be illegal) so I cannot even see if this mortgage has been paid off. My only option is to call. I have been waiting to talk to someone at *** for an hour now and finally decided to leave a message. However from past experiences, Im not expecting a call back. I need to ensure this mortgage is PAID OFF and the late payments being reported on our credit are fixed, as this was all no fault of ours. Between *** not accepting the check, taking a month to to send it back (to the wrong party), then not providing timely communication to us (the borrowers) or the 2 attorneys involved in this mortgage transaction, *** caused this situation by not communicating timely.

      Business Response

      Date: 03/26/2024

      Please see the attached response.

      Customer Answer

      Date: 03/26/2024

       
      Complaint: 21461567

      I am rejecting this response because:

      Our credit is damaged due to no fault of our own. Because the buyer of our houses attorney not sending a certified check and the untimely return of said check by *** to US, not the attorney. Who could fix the issue. *** also was not communicating with us in a timely manner. ************************* was useless, calling my wife a liar that a payoff amount was never even requested. Then refusing to speak to us after we mentioned we had an attorney. Our attorney also had difficulty getting timely communication from ***. There is an error here to correct. Were showing late payments well after when I have documentation showing the house was sold. These needs to be corrected. As I mentioned, this issue was caused by the buyers attorney (*********************) and Fay servicing, not **** and *******************.


      Sincerely,

      *****************

      Business Response

      Date: 04/05/2024

      Please see the attached response.

      Customer Answer

      Date: 04/08/2024

       
      Complaint: 21461567

      I am rejecting this response because:

      All of this with the check not being accepted, and the unnecessary time it took to correct only negativity affects my wife ***** and I. We did not send the check to payoff the mortgage, the buyers attorney did, but yet the rejected check was returned to us from Fay Servicing and received in January as it was forwarded to ***************. Why did Fay Servicing not immediately contact the attorney from the check and request a certified check in place of returning to us via mail, who could do nothing about it? Then why did ************************* take weeks to talk to us, then took more time to speak to our attorney? Per the attached, transfer of ownership of this property happened on 12/20/23, how can you legally continue to charge us for a home we did not legally own? Our credit needs to be corrected immediately as this error (not caused by **** or *******************) is affecting us from obtaining a new mortgage based on the incompetence of what appears to be the buyers attorney and Fay Servicing. All of this negatively impacts just **** and ******************* because of *** Servings poor response to rejecting the check that was sent in to satisfy the mortgage. We will be contacting the credit bureaus to dispute this, as we clearly have been wronged here and are the only ones who face negative repercussions due to a situation that was totally beyond our control. Im also exploring legal options as all of the documents I have clearly proves that all this happened due to no fault of our own. The whole reason attorneys were used is to prevent situations just like this. I can certainly see why *** Serving has such poor reviews. Unfortunately, we were forced into being *** customers, we did not choose to work with this company.


      Sincerely,

      *****************

    • Initial Complaint

      Date:03/13/2024

      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.
      UNEXPLAINED CHARGE FOR ' TOTAL FEES OR CHARGES' FOR MAYAPPLE LOAN NUMBER ********** AND BARNWELL LOAN NUMBER ***********. PLEASE DELETE CHARGES 110.09 AND 98.08.

      Business Response

      Date: 03/22/2024

      Please see the attached response.

      Customer Answer

      Date: 03/25/2024

       

      Complaint: ********



      I am rejecting this response because: I selected the due date of the mortgage based on my use of the FAY website, which allowed me to make the change, and caused the so called late payment..

      It is, therefore, the fault of the FAY and its website, not me.

      My on time payment record is impeccable. Also, I immediately corrected the issue.

      Please re-evaluate the situation and withdraw the penalties.

       

      Sincerely,

      ****** *********

      Business Response

      Date: 03/29/2024

      Please see the attached response.

      Customer Answer

      Date: 04/03/2024

       

      Complaint: ********



      I am rejecting this response because: SELECTION OF A "LATE " DATE TO FOR FAY TO WITHDRAW THE ACH FOR THAT MONTH'S PAYMENT AND FOR THE REMAINING 360 MONTHS IS RIDICULOUS LOGIC. IF FAY DOES NOT CANCEL THE LATE CHARGE, COURT REMAINS MY ONLY OPTION.

      THIS ALSO APPLIES TO MY 14 BARNWELL ACCOUNT.

      PLEASE CLOSE MY ESCROW ACCOUNTS FOR MAYAPPLE AND BARNWELL.



      Sincerely,


      ****** *********

    • Initial Complaint

      Date:03/12/2024

      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.
      Fay Servicing has escrowed my account and I never asked it to be escrowed! My other mortgage escrows my account and always has! So now *** has sent my payment from $183 a month to $686 which I cannot afford two mortgage payments that are the same! They have not helped me at all and have denied me any type of assistance!! They have been shady from the beginning! Now they wont accept any payment at all because since they escrowed my account it put me behind on my mortgage!!!

      Business Response

      Date: 03/21/2024

      Please see the attached response.

      Customer Answer

      Date: 03/22/2024

       
      Complaint: 21417536

      I am rejecting this response because:

      *** did this and did not take responsibility! I tried to do a modification since they raised my payment and they denied it!! My insurance should have never been placed on there. *** forces people into foreclosure by false practices! I was never contacted back after our last phone call! 

      Sincerely,

      ***************************

      Business Response

      Date: 04/02/2024

      Please see the attached response.
    • Initial Complaint

      Date:03/11/2024

      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.
      I work for an attorney's office, we have a client whose home is about to be foreclosed on because Fay Servicing will not accept their $4,306 payment without giving any reason. The first time I called on behalf of our client on February 13, 2024, I got right through to a representative, who rejected our written third party authorization. Once the authorization was corrected and resent, the representative no longer answers. The automated system gives the opportunity to leave a voicemail, stating they will call back. After sitting on hold for about 10 minutes, the system will then force you to leave a message. I have left four voicemails now, each about a week apart, and have yet to receive any call back. All that I am attempting to find out is how our client can make payment, or why they will not accept it at this time. *************************** is the service agent I have called, and he is aware of the information I am seeking. I have never experienced anything like this, and I am fully convinced that they are rejecting payment/communication until the home is to be foreclosed on.

      Business Response

      Date: 03/11/2024

      Hello *****************************,
      We are sorry to hear about your experience and regret that we are unable to locate the account with the provided information. So that we may further address this matter, please provide our office with the borrowers name, property address, telephone number, or loan number. We appreciate your assistance and will be in further contact with you upon receipt.

      Sincerely,

      Fay Servicing,LLC 

    • Initial Complaint

      Date:03/07/2024

      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.
      Fay Servicing has been sending delinquent letters for my mortgage. My account was transferred to them from Rushmore lending. My account is up to date. When talking to an agent on 3/5 they would not give any information on my account. They didn't even have the correct account number on file. I am not paying them back 3 months on a mortgage that's up to date.

      Business Response

      Date: 03/12/2024

      Please see the attached response.
    • Initial Complaint

      Date:03/05/2024

      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.
      December 1, 2023 Fay Servicing, LLC became the new Servicer of my Mortgage Loan. I called and spoke with a ************** January 2024 and requested copies off all documents received from my previous Loan Servicer. He promised to email this to me. I received a 2 page email which was a copy of the original loan document signed by my (deceased husband) dated 2012 when my husband originated the loan solely in his name.I received NO DOCUMENTS regarding my assumption/modification that was done after my husbands passing and signed December 2021.Now when I attempt to call Fay Servicing, LLC all my calls are routed an ******************** specifically the country of ********. Who actually is Serving my Mortgage. I cannot reach a living soul in the ***. In fact, the folks at the ******************* were excellent and professional on every level/more so than the ******* Crew were early on, before they handed me off to another country. They (the folks at the ******** ************ did not have any additional documentation to send me. My ****** *** backed loan, I am told is now a Conventional Loan though I have never signed Conventional Loan Paperwork. Again, I HAVE YET TO RECEIVE COPIES OF ANYTHING with my signature. I am terrified of *** Mortgage Servicing, LLC. Something is just not right about this situation. It is March 3 and I have not received a Tax Statement for taxes collected 2023, and again every attempt to call ends up being answered on a whole different continent. My access to my account using their Apple Application has vanished. This is Very Strange. When I attempt to sign on through their online website, my VPN will not allow me to proceed and I dare not turn my VPN off in my dealings with these Folks.I need my concerns addressed and all documents requested, promptly sent to me. Meeting Accountant in 15 days to prepare taxes and Fay Servicing, LLC is unreachable and non-accommodating regarding my tax document request.

      Business Response

      Date: 03/14/2024

      Hello,
      Our response is attached for your review. Thank you

      Customer Answer

      Date: 04/03/2024

       
      Complaint: 21379529

      I am rejecting this response because:

      At this time we do not see any documents attached as stated in the letter. 

      Sincerely,

      *************************

      Business Response

      Date: 04/11/2024

      April 11, 2024

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

      RE:                          Account Number:                            0000365603
                                      Property Address:                           **********************************************
                                      BBB Complaint Number:               21379529

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

      Fay Servicing,LLC (***) has received and reviewed the complaint that you submitted to the Better Business Bureau (BBB) portal on April 3, 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 the response because you are unable to view the attached documentation stated in the letter.


      Please find attached a copy of the enclosures referenced in our previous response. If you experience any further difficulties opening or viewing the attachments, please contact *** and we can mail the documentation to your designated address on file.

      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 (10)
    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair 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 has been negligent in their servicing of ************. I have 3 major issues I need to be taken care of and have received no helpful progress on any front. - First: *** continues to purchase *********************** on my properties despite my having active insurance policies on them. I am being charged thousands of dollars a month more than I should be. This issue has been going on for months. - Second: My Form 1098 for 14 of my property mortgages are incorrect, showing a higher number than the dashboard currently shows (in an amount significant enough that it is highly unlikely this is due only to 2 monthly payments since the 1098 was processed - Third: I have about $100k of insurance claim checks that need to be endorsed in order to repair work on properties from major hail storm damage. I can't get direction on how to make this happen and am concerned that the money will be used appropriately.

      Business Response

      Date: 03/13/2024

      Please see the attached response.

      Customer Answer

      Date: 03/19/2024

       
      Complaint: 21373425

      I am rejecting this response because:

      I have tried multiple times to get you the documentation you request, but without response from your team. I currently have emails waiting on reply from your team after sending the insurance documentation in question. I spent hours on the phone with support. I've uploaded the documents to your online insurance doc portal which stated I should have a response in 48 hours but I still don't have any response from ***. This is not the first time this has happened. The communication process with *** is a nightmare - if it were reasonable to communicate with ******** wouldn't have had to use BBB to get things taken care of. Just send me a real person's email address and I'll send you the documents. So far I'm unable to connect with a real person and have even been directed to send my documents to an unmonitored inbox (this was a serious suggestion from support, by the way). 

      Sincerely,

      ***************************

      Business Response

      Date: 03/26/2024

      Please see the attached response.
    • Initial Complaint

      Date:02/26/2024

      Type:Sales and Advertising 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 had an insurance policy renewal for one of the properties date for December 9th, 2023 that was provided to myself and the lender as early as October 2023. *** reached out to them both by email and phone 8 times (I wish I was exaggerating) to make the payment. Every time I call they said they will make the payment and the payment is then never made. On Feb 8th, 2024 and my insurance broker confirmed with me because if their negligence, the policy cannot be reinstated and Im forced to seek new insurance. The new insurance cannot be reinstated for another 30 days. Therefore Im going to be without insurance coverage from December 9th, 2023 to March 8th, 2024 due to their negligence. My new policy will also be increased by $400. I also have to obtain a new 4 point inspection (cost $200). Theres also a permanent record on my file that my insurance policy was cancelled and that I had a property owner without coverage is a negative detail that permantely effects my reputation and ability to qualify for insurance and better premiums.

      Business Response

      Date: 03/06/2024

      Please see the attached response.
    • Initial Complaint

      Date:02/26/2024

      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.
      Fay Servicing recently acquired my mortgage from ***** Fargo, they are assessing me a $1300 late fee that was forgiven/waived by ***** Fargo years ago. Please correct

      Business Response

      Date: 03/05/2024

      March 5, 2024

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

      RE:                          Account Number:                            0000370343
                                      Property Address:                           *******************************************************************************
                                      BBB Complaint Number:                21336640

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

      Fay Servicing,LLC (***) has received and reviewed the complaint that you submitted to the Better Business Bureau (BBB) portal on February 26, 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 *** has assessed approximately $1,300.00 in late fees that were previously waived by ***** Fargo.

      After completing a reasonable investigation, we determined that *** acquired the loan for servicing on January 24, 2024, while the loan was contractually due for the February 1, 2024 mortgage payment. Considering that your loan is a new loan and under a 60-day late fee and credit reporting suppression, *** has not assessed any new late fees to your loan and the *** Account History and Fee History have been enclosed for confirmation. The records transferred to us by the previous servicer of the loan, ***** Fargo Home Mortgage (***** Fargo) include the attached ***** Fargo billing statement dated January 2, 2024, which reflects unpaid late charges in the amount of $1,256.67. As such, upon acquiring the loan for servicing on January 24, 2024, *** boarded the loan for servicing on January 29, 2024, with the late charge balance of $1,256.67 as the amount was transferred to us from ***** Fargo. Regarding your claim that the late fees were waived by ***** ****************** contacted the previous servicer on March 1, 2024, requesting documentation to confirm that the late fees were removed from the loan. On March 4, 2024, ***** Fargo provided *** with a response stating that based on the last billing statement dated January 2,2024, there were late fees owed to them and were unable to locate a record indicating that the fees were waived. Currently, we do not have sufficient information to compensate the loan as you request; however, you may provide supporting information and/or documentation for *** to further investigate 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

      Enclosures (3)
    • Initial Complaint

      Date:02/22/2024

      Type:Service or Repair 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.
      My name is ******************************* and I need help dealing with Fay Servicing. Fay Servicing continues to keep consumers in the dark about foreclosures and fees. I am writing to file a formal complaint against Fay Servicing regarding the handling of my mortgage account. As a property owner with a mortgage, I expect a certain level of communication and transparency from my mortgage provider. However, my recent experience with Fay Servicing has been deeply unsatisfactory. I recently discovered that my property is in default, and I never received any advance notice from them. This lack of communication and transparency regarding my account's status is completely unacceptable, especially considering the significant impact it has on my financial well-being. Furthermore, the amount of these fees is excessive and unreasonable. As a property owner, I have a right to know what I am being charged for and why. I feel that Fay Servicing has failed to provide me with this information and has instead chosen to charge me exorbitant fees without justification or advanced prior notice.

      Business Response

      Date: 02/29/2024

      Please see the attached response.

      Customer Answer

      Date: 03/03/2024

       
      Complaint: 21328514

      I am rejecting this response because:

      I did not get any of the attempted communication. As you can see the bills do not have an apartment number at all so the letters did not get to me for this particular loan.

      I have another loan with you and that one was getting paid and I was getting correspondance. When I called *** there was no options provided to me to save my home at all. I had to reached out to the lender in order for them to investigate further and provide me with information. When I called there was no explanaitions of fees or more details on how to deal with this situation. 

      Sincerely,

      *******************************

      Business Response

      Date: 03/13/2024

      Please see the attached response.

      Customer Answer

      Date: 03/19/2024

       
      Complaint: 21328514

      I am rejecting this response because: The march payment has not been taken out of my account yet. Seems like it was never taken out. I called today and they told me that the account needs to be review. As you can see your way to inform borrowers is never clear or seems like information is being hidden to make it unfair to borrowers. As of 3/19, my march  payment has not been taken out of my account and I need to know the reason.  

      Sincerely,

      *******************************

      Business Response

      Date: 03/29/2024

      Please see the attached response.

      Customer Answer

      Date: 04/08/2024

       
      Better Business Bureau:

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

      Sincerely,

      *******************************

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