Fay Servicing Coronavirus Mortgage Forbearance Information

Servicer Payment Options

Phone: 800-495-7166
Monday–Friday 8:30 a.m.–5:00 p.m. (Central time)

Online Portal: Manage Mortgage Online
Hardship Request: Covid-19 Temporary Hardship Request


From Servicer Website

If you are Affected by COVID-19

We are here to help with your mortgage needs during this troubling time. Depending on your loan type and loan status at the time of the national emergency declaration, you may be eligible for a short-term forbearance.

A forbearance plan temporarily suspends your need to make timely payments for the “Forbearance Period.”

This program is designed to provide temporary relief for a short term hardship. During the forbearance period, we will not charge late fees nor report negative information to credit bureaus.

However, it is important to understand that all arrearages (payments not made in accordance with the contractual terms of your loan) will become due and payable at the end of the forbearance period.

If at any point during the forbearance period you are able to resume making full or partial payments, you are encouraged to do so.

If you have forbearance questions and would like to speak to a certified housing counselor, please call the Hope Hotline at 995Hope.org

CLICK HERE for 995Hope.org

Please ask questions or report your experience with this servicer below. Your feedback will help other homeowners navigate homeownership preservation options. REMEMBER: Ask for everything in writing to protect yourself against surprises.

26 Comments

  1. Jill Jones on May 21, 2020 at 7:18 pm

    Fay Service Agents are calling me regarding loan payments although my account is noted as in forbearance –And I have made the April payment and will make May but at the end of the month.
    Are they suppose to call and ask for payments?

    • Forbearance Report on May 21, 2020 at 7:47 pm

      Hi Jill, this sounds very suspicious. It seems unlikely that employees of Fay Servicing are calling you, especially if you’re in forbearance and making your payments. Being in forbearance literally means that you are skipping your payments while you are experiencing financial hardship.

  2. KAT on June 1, 2020 at 5:09 pm

    The same thing they are doing to me I havent heard anything good about fay servicing and am a little nervous

    • Forbearance Report on June 1, 2020 at 5:19 pm

      We recommend using the Lookup Tools on the home page of this site to determine if your loan is Federally backed. If your loan is Federally backed, there are very specific options available to you through the Federal CARES Act. Even if your servicer is unresponsive, knowing what options you’re entitled to may help ease some of that nervousness.

  3. Advija Sarac Sarac on June 20, 2020 at 10:39 pm

    I have same issues with forbearance they asking me to pay now all three months in ones and l haven’t resive my unemployment yet. Help please lm afraid.

    • Forbearance Report on June 21, 2020 at 8:54 pm

      We have recently partnered with 995Hope to offer access to HUD counselors that can help. It’s a free service for you, the homeowner. And they don’t work for the servicer, they are there to work for you. You can find their information just above the comments.

    • B on July 11, 2020 at 9:02 am

      Massachusetts Acts of 2020 chapter 65, section 5b, Covid-19 deferment. Battled with fay servicing for a mortgage payment deferment from April 2020- July 2020. They repeatedly told me because my mortgage was not a federally backed loan
      and not covered under CARES act they would not offer a deferment to me. Forbearance, ending with a giant balloon payment in 180 days was my only option. NOT TRUE! Most states signed in their own special acts, governing these mortgages that aren’t federally funded to be granted into a deferment, adding missed payments to the end of your loan. Fay servicing will drag their feet, in hope that we are not knowledgeable to the facts. I was told, they do not discuss relief options over the phone or by email, its only done through a letter in the mail and In 7- 10 business days i would receive a letter by mail describing my option. After 14 days no letter, they explained to me through these hard times the mail is slower and keep checking my mail. A full month later I was told there was no letter but if I email them my hardship I would be put in review process. Multiple emails later, with a 48 hour promise to get back to me, nothing. Finally I was told there is no review process, I was just not eligible for any assistance. Check your state laws.

      • Peggy on December 9, 2020 at 12:50 pm

        I had same prom in 2018/19 with Fay Serving I applied with Hope in Ohio, was approved but Fay had to do their own review they stalled and stalled sam as as your response above until the Hope option expired then received a response that Fay couldn’t help us. Beware they do not help you when you need help.

      • deb chitester on January 22, 2021 at 11:26 pm

        what happened? what can be done? i am in nj they want 5 k a month they say insufficient income. no loan mod . please tell me what can be done i am in foreclosure

  4. azita cummings on June 23, 2020 at 11:29 pm

    How long can you get forbearance period due to coronavirus after being a loyal mortgage holder for over twenty years? The bank gave me one month! I ran a day center for so many years, made my mortgage payments on timely manner and now due to corona virus is nonexistence. I am very confused, why can not have longer forbearance period than one month? What are the rules and documentations needed for this situation? All I see for required documents are for any situation but this virus situation!

    • Forbearance Report on June 23, 2020 at 11:43 pm

      Azita, you first need to determine if your mortgage is federally backed. I would imagine that if you’ve had this mortgage for twenty years that it may not be. The CARES Act defines the rights of homeowners that have federally backed mortgages, which covers about 70% of all mortgages out there.

      If your mortgage is not federally backed, your servicer is not required to follow the CARES Act law that was passed on March 27th, 2020, but they are encouraged to do so.

      If you have lost employment or income due to COVID-19, I would be really surprised if your servicer did not extend that forbearance for as long as you need.

      One last bit of good news, there are a couple of States, New York and California to be specific, that are trying to pass State legislation to require non-federally backed loan servicers to follow the homeowner rights provided through the CARES Act.

      In the meantime, communicate closely with your servicer and try to get everything in writing if you can. Please let us know how it goes?

  5. azita cummings on June 23, 2020 at 11:31 pm

    How come the fay servicing does not mention this? All I am hearing is that I may loose my home!

  6. Fay Servicing Customer on July 16, 2020 at 9:31 pm

    The most unprofessional Mortgage Servicing Representatives ever.
    Calls disconnect while on hold, wait for someone they pickup and then call is dropped by the representative.
    Emails have been sent numerous times to my account representative with ZERO response.
    Also they send letters out to my home which are not visible online.
    They tell me my home is not in foreclosure but the letter I get at my house state, foreclosure has begun.
    Completely incompetent services. There are no excuses, they just are not here to help.
    Completely incompetent services. There are no excuses, they just are not here to help.
    Completely incompetent services. There are no excuses, they just are not here to help.
    Completely incompetent services. There are no excuses, they just are not here to help.

  7. Iva Davenport on August 1, 2020 at 12:15 pm

    They are doing same to me, sent money to pay off my house, 20 yr loan going 23 yrs, 6000 was not put on principle was so now they are asking 6800 and charging me 60cents a day 😳

  8. Tom Driller on September 6, 2020 at 2:14 am

    Fay Servicing are not honest participants in providing needed help to homeowners who need help and assistance during this pandemic. They told me that my letter of forbearance was mailed two earlier but that was not true. When I finally tracked down my account manager, he sent me a letter stating that my amount in forbearance would be added to my monthly payment at the end of my forbearance…..an amount twice my regularly monthly payment. This means they do not want to help me keep my home. I was hoping they would paced the missed payment at the backend of my loan. Why can’t they do this?

  9. Michael Lestz on September 14, 2020 at 10:49 pm

    Good evening. I have Fay Servicing, thanks to Wells Fargo transferring our Mortgage to them. I called at the middle of July, because I was experiencing financial difficulties. My wife was laid off in March, my father in law past away on May 28th of 2020 and my Grandmother past away at the end of August. I called Fay Servicing several times, to receive Forbearance for 3 months. After the 90 days had past, they were telling, I needed to pay off all payments that were missed. I ask what other options are there, since we spent all of our money funeral arrangements and trying to survive. They ask me to fill out a form online for assistance. After going back and forth to finish uploading all documentation, I was told, I would get a response in 30 days. No wonder this company is a debt collector, not to mention all the letters, about paying the money or go into foreclosure proceedings. Now, bad enough I received a letter through the mail from them saying, as part of your application for assistance, Fay Servicing obtained a valuation to establish an estimated current market value of my home. Knowing the estimated value of your home assist your account manager to evaluate the best options. So is my house going to be a quick sale, which is my impression from these reports. They took pictures of my house on 9/4/20 and send me what other houses are selling for in my area. So is this the type of help, I could expect from this company.

    • Forbearance Report on September 14, 2020 at 11:12 pm

      Michael, this is truly disturbing that you’re having to deal with all of this during this terrible time. I’m so sorry to hear about your family losses and your challenges with Fay.

      I don’t know if the valuation is anything to worry about necessarily, they cannot sell your home without your permission. As a matter of fact, if you do have equity, and if they are unwilling to work with you to catch the payments up, you should seriously consider selling the home yourself.

      If you are unable to make payments, and Fay has to get foreclosure attorneys involved, they are going to charge you a bunch of penalties and interest that will eat into your equity.

      Also, if they are unable to work with you and you have to sell, you are technically not late on the mortgage while it’s in forbearance, and you would be in a position to buy again as soon as your income is stable.

      The right answer is that Fay Servicing works with you to figure this out. But if they do not, it’s best to be proactive, and not let them dictate your future options.

      I hope this helps?

  10. Annette ANNETTE White on October 21, 2020 at 6:39 pm

    Fay servicing is the worst mortgage company I have ever worked with since 1998. They seem determined to see you loose your home rather than assist.

  11. Tammy Brinegar on November 9, 2020 at 8:49 pm

    Everyone that is having problems with Fay plz call the Obudsmen they will resolve this issue they have for me in the past. Fay is a predatory lending outfit! I had confirmation that they received all my information 3 times and they told me anyone can say they faxed something over. But if you tell them regarding the cares act you are covered up until April 01 beginning in April of 2000! You also can’t talk to your same account manager! Tell me if your having the same issues and if you keep getting hung up on! God Bless

    • deb chitester on December 29, 2020 at 1:12 am

      what ombudsman ? where? they wont give me a loan modification with no reasoning. something smells to high heaven who where do i contact

  12. Michael Lestz on December 10, 2020 at 1:57 am

    Well it’s official, I am screwed, with Fay Servicing. After, the 6 months of not paying, because of hardship and Covid, these people tell me I need to pay over 10,000 dollars to get back on track. After, submitting everything they requested for hardship, they sent me modification paperwork, for a 32 year loan at my same rate 3.875 and a ballon payment of 63,000 due in full at the end of the loan. That is if I am still alive in 2052, when the loan would be payed off. These people are unbelievable. I have been paying my house for about 10 years and now everything is thrown out the window. Now they have me starting from scratch. Is there anyway, I could refinance the house and just get rid of Fay Servicing.

    • Forbearance Report on December 10, 2020 at 2:01 am

      Michael, you can refinance your loan using a Conventional or FHA loan after making 3 on-time payments under the modification agreement. If you would like an introduction to a lender that can help with this, feel free to email me at scott@findmywayhome.com and let me know what State you’re in.

      Hope this helps?

      • deb chitester on December 29, 2020 at 1:16 am

        i want away from fay they are crooked denying loan mod during a pandemic with enough i showed them to pay back SMELLS to high heaven looks like what they do with many . i need help too

  13. deb chitester on December 31, 2020 at 7:43 pm

    in my csae they say they dont participate in covid relief programs i show them adequate income more than enough for payment now ask for modification and i am told no WHY they want arrears. and then they say its too low the income . Unreasonable expectations during pandemic for sure

  14. Chris W. on March 25, 2021 at 3:27 am

    I suspect what is happening at Fay is as follows:

    – Understand that individual single family home market is HOT right now for sellers. Demand for homes is HIGH. As a result, most residential properties are worth considerably more now than they were say 2 years ago.

    – I believe that Fay WANTS to see these homes foreclosed on. You ask why would that be….Well, technically, any equity let after a foreclosure sale should return to borrower/ owner. However, that equity is vulnerable to interest, high bs fees or non bs fees all accumulated as a result of foreclosure. Guess who sets and charges the fees? Fay, the servicer. So I see it as a way Fay can line their own pockets by stealing equity from those that have it (some of the posters on here) by dragging their feet on assistance, and making the gravy train via foreclosure fees that strip the increased equity (due to favorable market conditions) from the borrower. Could Fay also be giving a kickback in some way to the investors once the house sells? Sure, why not. This is only speculation on my part. But ask yourself, what other motivation would Fay have to repeatedly offer poor service, as well as already being a firm that got heavily fined a few years ago for expediting the foreclosure process while supposedly offering assistance to borrower’s. I believe Fay is as crooked as they come based on what I am witnessing.

  15. WILLIAM WINKELMAN on May 11, 2021 at 7:44 am

    Need Help in getting payoff from Fay Servicing
    If anyone has any insight or Contact info that would help, please contact me

    Bill Winkelman
    410-983-1270

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