FLAGSTAR BANK, FSB

2019-05-22

Naples, FL

Closing on a mortgage

Mortgage: VA mortgage

Complaint: at closing we paid {$1200.00} because Flagstar bank said amount was due to satisfy fees for lawyers. said fees were for foreclosure, when in fact no such foreclosure was taking place. closing was on XX/XX/2019. we received a statement from flagstar bank , dated XX/XX/2019 saying they owed us {$1600.00} from escrow account and it would be paid in 20 days, no such funds have come tous.on XX/XX/2019 i called flagstar for status and was told no money would be coming to us as the moey went to foreclosure and lawyer fees.I fuly feel we have been taken by this bank and would like an explanation and restitution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-21

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is my 3rd complaint against my mortgage company. We were hit in the Florida Panhandle by Hurricane Michael in XX/XX/2018. We have a fence and a roof. Nothing more! Here we are with a portable storage unit in our front yard, awaiting a roll off dumpster and a contractor who was ready to start work on our interior. We are quickly approaching hurricane season, are trying to move out of our home that we have worked so hard for with our kids and looking for places to live which is near impossible. We were low balled by our insurance company and done just as most did. We hired a public adjuster with the agreement they receive 10 % of whatever they get us extra. Now we are being told that we have to pay out of our pocket for the public adjuster instead of the mortgage company issuing a check to them for payment. Had it not been for them we would have never been able to fully fix the home. So our mortgage company gained another XXXX so that we could make all of the repairs .... only because we hired the public adjuster but they arent willing to pay the invoice sent in from the public adjuster. This is XXXX ... we have been in direct contact with a " Supervisor " XXXX and she has tried to help. We simply do not have over XXXX to pay out of pocket given our circumstances. If we have to pay for the additonal money that our adjuster got for us then shouldnt we have the money and not the mortgage company? It seems the only aid we have gotten is quoted protocols. These people arent in our shoes and we are beginning to get very frustrated for a lack of better words. The amount of money they will issue at a time won't even cover the cost of the supplies needed to start the job and the materials have skyrocketed due to the demands. Also while we fight day in and day out with this mortgage company while trying to maintain our jobs and be parents to kids in school, where is the interest going that they are collecting on our insurance money that we are having to literally beg for. We have been told its going into escrow and have asked for something showing that but yet still nothing. We need help here! These mortgage companies are putting us in even greater danger by not getting the ball rolling to have repairs made before another hurricane comes along. This is our lives we are talking about and we have sacrificed enough. Everyone is passing the buck and its time someone takes charge. I dont want a simple extension of a supervisor at this point. I want to be contacted by the higher ups of those said supervisors. We are very disappointed in the way things have been handled since this company bought our mortgage shortly after the hurricane. Disgust is what I feel for them at this point and that is putting it nicely. I wouldnt dare recommend FLAGSTAR BANK TO A SINGLR SOUL! STEER CLEAR OF THESE PEOPLE BECAUSE YOUR BEST INTEREST ISN'T WHAT THEY ARE LOOKING OUT FOR!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-21

Oxnard, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-21

Acworth, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-18

Northridge, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-17

Omaha, NE

Closing an account

Checking or savings account: Savings account

Can't close your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-17

PA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: MymortgagewastransferredXXXXXXXXtoFlagstarBank.DuringthetransitionperiodXXXXXXXXreportedtothecreditagenciesthatmymortgagewasclosed.OfcourseitwasnotcloseditwastransferredtoFlagstarBankbyXXXXXXXX.MycreditreportsufferedbecauseofthisandbecauseFlagstarBankdidnotreportmymortgagepayments.IreachedouttoFlagstarBankandtheysaidtheydidreportitandIbuttheycouldnotshowmeverificationofthis.Iwouldlikethissituationrectifiedassoonaspossible.Thankyouforyourhelp.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-15

Long Beach, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-15

Cedar Creek, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-14

Hinkley, CA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I requested a payoff quote from Flagstar online and nowhere does it state that if you request a payoff that they will not pay your escrow account, They mail you the quote by USPS and the statement they said informs you that there will be a halt to the escrow and you show know to call them and tell them to continue your escrow payment. During this time where Flagstar halted my escrow my property tax became due and them paid late by Flagstar escrow department and the late fees was {$300.00} dollars that they charged to my escrow account. The servicer is required to pay my escrow account on time so that I the consumer is not levied late fee. I feel that Flagstar should refund me the {$300.00} dollars that I was fined because they paid my property taxes late when the funds were available in my escrow account. I simply requested a payoff and this in no way should freeze my escrow account. This is an overreach by Flagstar.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-09

Tunnel Hill, IL

Problem with a credit reporting company's investigation into an existing problem

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX due to reasons I could not control and for the first time in my life I was not going to be able to make a monthly mortgage payment. As soon as this happened I called Flagstar Bank my mortgage lender and started requesting information or options to avoid all possibilities of defaulting or getting behind on my mortgage. I was directed to Flagstars loss mitigation team in which I was told to fill out a seventeen-page Uniform Borrowers Assistance Form. I completed the form as quickly and accurately as I could. The two methods of sending the form in was by mail or fax. I thought the easiest and to save time I would fax it. This is where the worst experience of my life started with this company Flagstar. The first denied form was due to the fax could not be read on their fax machine, and I was asked to send it again. I completed these three more times all with the same result. I then decided I would mail the form. The first form got denied for missing information things in the wrong place. I submitted this package three more times by mail all with the same result denied for missing information or things in the wrong place. After the first denial and thru the next two attempts I must have called Flagstar Loss Mitigation Department hundreds of times where I was hung up on or told to resubmit the package and at no time would they help me thru the process. At the time my now ex-wife during this time left our marriage and wanted a separation and eventually a divorce. Our incomes were split, and our debts were different. I tried to explain this over numerous phone calls to the Loss Mitigation Department that I could not properly fill out the form the way the needed could someone help me, and I was told it had to be on that form. This constant delay and lack of costumer service from Flagstar. Flagstar filled for a foreclosure on me without contacted the Veterans Benefits Administration ( VA Loan ). Due to the very unprofessional staff of Flagstar and lack of assistance which they say they will always do everything they can to avoid foreclosure I a XXXX Veteran had to short sale the property and take a loss to my benefits. The short sale was closed on XX/XX/XXXX and my credit history and score are being incorrectly reported. I also received a 1099 with a forgiveness of debt that I filled with my XXXX federal taxes when no forgiveness of debt occurred, and Flagstar received the full amount owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-07

Conimicut, RI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-07

Liverpool, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am writing to you because I have been subjected to an increase in my monthly mortgage payment. The increase was done without my knowledge or consent. I would like to dispute the change in the monthly amount. The change occurred for the XX/XX/2019 payment. My mortgage amount was previously {$820.00}, which was a fixed rate. As of now, I am being forced to pay {$880.00}. This is an increase of {$60.00} per month. I appreciate you assisting me with this problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-07

S Salt Lake, UT

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-06

Chula Vista, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Many issues with Flagstar Bank : 1. We purchased a home with the builder of our home and closed on XXXX XXXX. 2. The loan service was XXXX XXXX. 3. We paid our mortgage ON TIME. First loan payment was XX/XX/XXXX. Second payment was onXX/XX/XXXX. 4. WITHOUT BEING TOLD ( we did not receive a letter from XXXX XXXX ), they " sold '' our loan to Flagstar. First time we were notified wasXX/XX/XXXX by Flagstar Bank that they had our loan. The letter stated we owed them for XXXX AND XX/XX/XXXX payment. 5. I immediately called XXXX XXXX and Flagstar Bank. Both had a descrepancy on the " loan sell '' date. XXXX stated XX/XX/XXXX, therefore they keep my XX/XX/XXXXpayment, and Flagstar stated it was XX/XX/XXXX, therefore they keep my XX/XX/XXXX payment. 6. Flagstar then proceeded to tell me to " double pay '' my mortgage. And that way they will " reimburse me '' when it gets settled. I told them I am NOT interested in paying a double mortgage, when the FAULT IS THE INSTITUTIONS. Not mine. 7. I have several documents showing the exchange, my payments, etc. 8. I then receive a confirmation email by XXXX XXXX by Flagstar Bank on XX/XX/XXXX stating that she received an email from XXXX stating that they will receive the payment and she was " sorry it took so long to resolve the issue ''. 9. They still have not fixed the account. I have been paying the mortgage every month and writing them a confirmation # that the mortgage I am paying is for the on-time month payment, since they have NOT fixed my account. 10. This has affected my credit. 11. Additionally, they are saying that I owe them money now for home owners insurance and property taxes WHICH HAVE BEEN PAID and I have sent them documentation of proof. Additionally, I have a PMI wrapped into my mortgage payment and they are saying I never paid that and that they were taking it out of my escrow. Which is FALSE. My mortgage payment is with the PMI of {$320.00} built in for a total of $ XXXX/month that I pay. Now they want me to pay them an additional {$3100.00} because they said I never paid them. 12. I am on the phone with them at the moment, and they said that their internal departments DON'T SPEAK TO EACH OTHER and therefore they have no proof of payment nor email exchanges, nor that there was a previous lender. 13. THIS FEELS VERY PREDATORY. 14. I pay all my bills on time. I am very responsible. I work very hard to provide for my family and my community as a XXXX. I have now spent over 80 hours of my time in the last 3 months to resolve their institutional problems that is AFFECTING MY CREDIT AND MY BANK ACCOUNT. 15. Please help. This is just unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-06

Pleasanton, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-03

Homestead, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I applied for loan modification last year with the help of a hud counselor. The bank is Flagstar bank. They put me on 4 months of pretrial payments which I made. They approved me for final modification starting XXXX of this year. They requested a power of attorney which I had an attorney prepared fro me and the reason they says is because my husband was XXXX and I signed the medication application without him which they were ok with at the beginning when the hud counselor asked. I got that document for then signed by my husband which allows me to proceed. I made my first modified payment in XXXX and XXXX, and each time I called I asked what was going on. They said they were trying to take my husband off the mortgage and deciding with underwriter /lawyer and the rep said they will get back to me. I called numerous times leaving messages for my point of contact who never called or emailed me any information. I was waiting and I called and was on top of everything. I realized that something was going on and no one was calling me back. I even requested to talk to the manager who never called me back to complain about my point of contact. They started to talk about a quit claim deed ( I called the lawyer who prepared my Power of attorney paperwork he told me the cost ) He then called the next day and said why is this bank ( Flagstar ) asking your for a quit claim deed he said your husband is not on the deed just you. He said If they look on the XXXX XXXX website they could pull the info. The bank has now requested me to reapply for the modification so I had to gather documents again, I delivered all of it to my hud counselor. I call the bank two times to let them know and to clarify why they need a quit claim deed but no one never called me back. I was upset and frustrated because the deadline to have all documents in was until XX/XX/2019. I called and spoke to a rep that asked if I was divorcing or giving up my house I said no. She said I should write a letter stating that I had no intentions of divorcing and my husband is XXXX which I had mention in my hardship letter. I pulled the document form the XXXX XXXX website to show I am sole owner of my home. My hud counselor sent in all the documents around mid this week via fax and email. I finally received a call from my new point of contact XXXX who said they are now reviewing the documents and then In 5 days it will go to underwriter. I decided to call back my hud counselor and explained what was going on. I called to make my XXXX payment and the rep told me that I am in preforeclosure and could not accept my payment. I was really upset because the bank received everything and now asking for another document which did not seem necessary and expensive on me. I feel there has been serious lack of communication, and I have XXXX kids and struggling on my own. I applied for a modification to get help to stay in my home not to loose my home. Please help me and others. this in unfair practice. My credit is also messed up because of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-02

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/19 My home experienced a catastrophic hail damage event. On or about XX/XX/19 I contacted FLAGSTAR BANK, my mortgage company, to initiate LOSS DRAFT claim. FLAGSTAR BANK provided a packet of information needed in order to release funds and co-sign / endorse the funds provided by my insurance company. FLAGSTAR 's requested forms were outside the normal requests, required affadavits, notorized, documents, detailed and lengthy documents from both me and the general contractor / repair company. Since then : ( 1. ) FLAGSTAR has refused to return 5 calls ( 2. ) FLAGSTAR has refused to have a manager contact me despite 4 requests ( 3. ) FLAGSTAR has not returned a single email. ( 4. ) FLAGSTAR has not been responsive and supportive with required to paperwork completion, asking for petty changes and requesting multiple revisions. ( 5. ) FLAGSTAR has failed to process and acknowledge provided paperwork. ( 6. ) FLAGSTAR has been obstructive, slow, and unsupportive during a time of need and calamity for my family and me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-01

Port Arthur, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-30

Chester, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-30

NH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made partial payments 2 weeks early. Example : I owe {$1900.00} on XX/XX/XXXX. I overpay {$1100.00} on XX/XX/XXXX and another {$1100.00} on XXXX. This overpays by almost {$300.00}, and the early payment reduces my interest. They are not crediting my early payment, they hold it and say that I am late and they are threatening me now. I have given them {$59000.00} since XX/XX/XXXX. Normal payments would be {$7700.00}. I'm being cheated. I have called them on the phone and they said they would pass it along to mgt. Nothing yet. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-30

Sandy Hook, CT

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-30

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage account was recently transferred to Flagstar Bank ( acct XXXX ). I received a notice that my escrow account was short and that my payment will increase by {$150.00}. I called and spoke to a customer service rep with Flagstar and was informed that its their policy to have a cushion of 2 months for taxes and insurance. I am aware that according to 1024.17 ( c ) it states that the servicer " may '' require the borrower to pay additional monthly deposits or do nothing. " May '' is the key term meaning that the servicer can be consumer friendly or not. By allowing my mortgage payment to increase XXXX XXXX monthly could potentially put me in a delinquent status which could cause other issues that I do not want to incur.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-29

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our property was damaged due to flooding on XX/XX/19. We filed an insurance claim, obtained county permits, and did all the work according to county standards. When we received the insurance check and our mortgage company ( Flagstar Bank ) was listed as a payee, we promptly contacted our mortgage company on XX/XX/19, opened a claim, and endorsed our insurance check and sent it to them. We promptly completed all necessary paperwork for the mortgage company, and were told that they needed to complete their own inspection before our money would be released. I was told by phone on XX/XX/XXXX that once the request was processed ( two days ), an inspector would contact us within three business days. When that window passed and I emailed the company to inquire, I was was told in writing on XX/XX/XXXX that the window was not three business days, but 5-7 business days. Today is XX/XX/XXXX and we still have not been contacted by an inspector. I have called our mortgage company multiple times and have been given various reasons why the inspector has not contacted us yet. They will not give us the number for the inspector or release any funds to us until the inspection has taken place and their report is submitted. They have stopped responding to emails and every time I call I have to wait on hold for a long time to be connected to a supervisor, as they have told me they have no direct number. In the meantime, this is causing extreme financial hardship for us because we paid out of pocket to complete all repairs in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-27

Vista, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response