FLAGSTAR BANK, FSB

2019-03-06

Marvin, NC

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

2019-03-06

Phila, PA

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

2019-03-05

Monitor, OR

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

2019-03-05

Chicago, IL

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

2019-03-05

MN

Closing an account

Checking or savings account: Savings account

Can't close your account
Complaint: I am filing a complaint for Flagstar Bank opening account without my consent, restrict my access to my own account and illegally hold my fund. Here are what happened. 1 I opened a saving account ( account number ending with XXXX ) with XXXX XXXX when I was living in XXXX in XXXX. 2 Flagstar bank purchased that XXXX XXXX branches in XXXX. 3 I was out of the country in XXXX and didnt see any notice they mailed to me. 4 Flagstar opened an account for me to take the funds from XXXX XXXX without my consent. 5 I relocated from XXXX to XXXX at the end of XXXX. Lots of XXXX XXXX branches here but the nearest Flagstar branch is ~500 miles away. 6 I am trying to get access to my account at Flagstar but their system asks for account number, which I dont have. 7 I contacted them multiple times, I was told it is their policy not to disclose the account number through the phone, even after verify my SSN, name, address and Date of birth. 8 I was also told I could get my account number though online banking but in order to login my online account I will have to provide the account number. ( screenshot attached ) 9 I contacted branch ( phone # XXXX ) where my account locates in order to close my account. I was told I will have to either go into the branch ( hundreds miles away from me ) or send them written request with my account number ( again, I dont have ) and notarized signature. I was also told by the customer service that I will be responsible for all those costs ( time, driving, notary etc ) by myself. 10 Meanwhile, they are putting $ XXXX/month service charge ( statement attached ) to my account that I didnt give consent to open, I dont have access to and I couldnt even find an easy way to close.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Dotsero, CO

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

2019-03-04

Naples, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We have filed a Insurance claim back in XXXX of 2018. Since then we got an estimate in the amount of XXXX. We have sent this to the Mortgage company and explained to them that this was half of what the contractor was wanting to do the same work. They were asking for XXXX up front and were waiting on the Insurance company to correct the their estimate. Since then we filed a complaint against the Mortgage company and finally got a XXXX of the amount originally estimated. We now have the Insurance company to agree to increase the cost for the same work and we settled at {$81000.00}. The Contractor is now ready to start the work but needs the difference in the XXXX amount up front. The mortgage company can not under stand the estimate so they are sending out inspections of work that has not started. They sent out an inspector less than a week ago and now want to come out again. We keep telling them there has not anything done because we need more money to start the work. I have called several time and today was on the line for 1hr and the last thing they told me is the same thing they told me at the beginning of the call, we need to inspect with the new estimate. Again this is the same estimate as was used on the last estimate just for more money. The Inspector even said there was no need for him to come out when there is nothing done. We have spent over 20,000.00 in material that are here at the house, only waiting for the contractor to start the work. On top of all of this I have had major XXXX and not able to work for a couple of more weeks and my home is torn up waiting for the work to start. Please help up so we do not get into a foreclosure issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Chesterfield, MI

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

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

Timely Response

2019-03-03

CO

Improper use of your report

Mortgage: Conventional home mortgage

Complaint: My mortgage loan was transferred from XXXX to Flagstar Bank , FSB, XXXX XXXX XXXX, XXXX, MI XXXX. I set up on-line access and I can see my information as well as information for another individual 's account. I assume that since their private information is intermixed with my own, that my information is also compromised. I spoke to customer service on XX/XX/XXXX, who stated that they could not see the information that I could. They transferred me to a supervisor who never answered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-02

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I signed up for online access and accidentally typed an undesired username for the website. I called in to have the username changed, and received three different sets of instructions from three different people. One of those said they would need to delete my online account so I can re-register, but the website won't allow me to do this. Another said I can change the username by selecting " forgot username '', which requires multi-factor authentication, although the " code '' that is sent by text to the phone number on file never comes. I called in again and opened a ticket and was told 24-48 hour response, but have not received any call back in a week. I have not been able to access my account online in a month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-28

Black Butte Ranch, OR

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

2019-02-28

GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I received a check from my insurance company to repair the storm damage from hurricane Michael. I received the check in XXXX I had already started the repairs and cleanup. I have paid out of my pocket knowing the check was coming. After sending the check to the loss department 3 times for various reasons to get it endorsed. They send me a list of paperwork that I had to get all contractors to fill out including XXXX who was one of my contractors to replace the roof. The contractors thought I was nuts said they had never had to do any of this and would have to run it thru their legal department. Well all this time it just keeps adding hardship to me. Now all the repairs except the roof have been completed the roof within the next week or two. I sent contracts for the repairs such as the roof I have called various people in the " loss '' department trying to explain the situation which they do not care they will not release any of the funds. I have talked to the supervisor with no results. They are costing me money by holding onto my insurance funds. I have created debts that I have to pay interest on for the repairs and contracts for the repairs to my home. The last time I called they said they have decided that they were not going to allow homeowners to do any of the repairs. I do not understand how they have the right to tell me what or how the repairs get done, they are welcome to inspect to see that the repairs are complete. This is just another hardship on my family. I have paid day labor for people to help with the cleanup and debris removal other repairs waiting to be completed can not be completed until they release the money. I have never missed a payment. but with all the money I am having to spend for repairs I may have to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-27

CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: When it became clear we were going to be unable to pay our mortgage in XX/XX/XXXX I found the Loss Mitigation Application on the Flagstar website. Up to this time we have never been late or missed a payment. I followed the instructions provided in the application and uploaded the application, with all the requested supporting documents, on XX/XX/XXXX. I requested a temporary six month forbearance for reasons I explained in one of the required documents, the hardship letter. I then called Flagstar on two occasions, XX/XX/XXXX and XX/XX/XXXX, and both representatives stated they had not received the application and were unable to see that it had been uploaded. This was despite the Flagstar website still showing I had uploaded the application on XX/XX/XXXX. On XX/XX/XXXX I faxed and mailed a hardcopy of the application and all the supporting documents because we still had not received word that the application had been received. We received a letter, dated XX/XX/XXXX, stating that the application had been received and was assigned to a Flagstar representative. We then received a Notice of Incomplete Application, dated XX/XX/XXXX, stating there were five items missing from the application and we had until XX/XX/XXXX to reply. XXXX of the items identified had been included in the original application and two of the items were not included in the instructions as being required documentation. I submitted my response to Flagstar via the website on XX/XX/XXXX and also mailed a hard copy of the response as well. In my response, I explained my confusion regarding the missing items and items being requested that werent in the instructions and asked for clarification. We then received three more notices of incomplete application stating they had received additional information, however, our application was still incomplete ( notices dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). We then received a letter, dated XX/XX/XXXX, that our file had been closed because they had not received critical information necessary to complete our application. I called Flagstar the next day ( XX/XX/XXXX ) and spoke to a representative who read me a list of errors with what was submitted, which included : the hardship letter was missing the co-borrowers signature, co-borrower has signed the 4506-T EZ form in the wrong place, they needed an unemployment award letter and two months of bank statements showing the unemployment deposits and tax returns for one of the borrowers. NONE of these errors were included in the Notice of Incomplete Application Notice. When I asked if the representative could provide the errors in writing, I was told Flagstar doesnt send personalized letters. The representative was unable to tell me if the errors were corrected would application be processed or would we need to submit an entirely new application. I was proactive and responsive to all of Flagstars requests, yet the information they provided was extremely inaccurate and not helpful. Even if I were to go through the entire process again, how I am I to correct what I dont know I did wrong and if the requirements for what needs to be submitted isnt clear in the instructions? I am attaching my initial application, all of Flagstars correspondence and my response to 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

2019-02-26

San Pedro, 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

2019-02-26

CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am in foreclosure mediation with Flagstar Bank. I am requesting and have been in the process of applying for a loan modification. I have become concerned with discrepancies in the verbal and written information I have been given, as well as numerous other problems. This led me to research Flagstar. In doing such, I became aware that they are under a consent agreement with you. The violations they are under consent agreement for mirror the problems/behaviors that they are engaging in with my case/file, IE closing out the file inappropriately, not communicating requests in a timely manner, unwarranted delays in processing, etc. I have proof of all of the above and more. I am fearful that Flagstar bank, which is headquartered in Michigan, is going to issue an unwarranted denial of my loan modification. Oddly enough, the underwriter I spoke to there told me, on a recorded line that his job " XXXX '' and he has too many files. This overloading is one such item of MANY that Flagstar was ordered in the consent to correct. My home is very important to me and I do not want to be issued a denial because of these internal issues. My spouse and I have the income to sustain our home and we will pursue all avenues available to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-26

Decatur, 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

2019-02-26

Columbus, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Flagstar Bank suspended my account today and wont give me access to my funds. There is about {$15000.00} in funds that they are keeping from me. I called them today to find out whats going on. They wouldnt tell me anything on the phone. They said someone would call me back. They never did!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-25

San Jose, 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

2019-02-25

Philadelphia, PA

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

2019-02-23

Destin, FL

Struggling to pay mortgage

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

2019-02-22

Hutto, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-22

Little Rock, AR

Struggling to pay mortgage

Mortgage: VA 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

2019-02-20

Bayside, WI

Trouble during payment process

Mortgage: VA mortgage

Complaint: Flagstar failed and refused to answer 4-5 emails to the dedicated email address : XXXX to : ServicingManagement [ XXXX ], XXXX XX/XX/XXXX, XXXX, XXXX XXXX with XXXX letter to Office of President attached letter to the office of the president also sent to Flagstar Office of Compliance to revoke my acceptance of how Flagstar paid my tax escrow thru a 3rd party vendor, XXXX XXXX. In XXXX I revoked acceptance by letter XXXX, XXXX renewed XX/XX/XXXX. Flagstar by letter dated XX/XX/XXXX made untrue, deceptive and misleading statements ; misstated the law and said opting out of the 3rd party vendor payment was " not an option '' letter dated XX/XX/XXXX, in disregard and contrary to Ch XXXX. Flagstar intentionally ignored my direct payment request pursuant to Ch XXXX of Wis. Stats. My XXXX taxes were not paid timely ; they were paid in XXXX thru and by the 3rd party vendor I revoked acceptance. Accordingly I sent those multiple emails, again, to correct the errors and get an explanation why ; Flagstar failed and refused to reply to any inquiry whether by letter or multiple emails ; two XXXX letters [ XX/XX/XXXX ] one to the Office of the President, one to Office of Compliance, same date which Flagstar failed and refused to answer all toward changing my tax escrow options pursuant to sec 138.52 5m 3. ( a ) I have copies of all XXXX & XXXX emails, letters and addresses A fair resolution to this matter : Flagstar should be sanctioned for innocent or intentional misleading and inaccurate statements of the law ; pay incidental and consequential damages for intentionally ignoring payment requests options authorized by Ch XXXX ; sanctioned for ignoring, failing and refusing to answer legitimate inquiries and being obstructive and dilatory and simply not telling the truth and removed from any approved listing for servicing VA loans. I have additional information available to submit via e-mail. Flagstar has a broad history of complaints, obstructive dilatory behavior ( s ) and institutional indifference toward mortgagors. See : 338 complaints on one ( 1 ) site XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( 5m ) ( a ) In this subsection, escrow agent '' means a person who receives escrow payments on behalf of itself or another person. ( b ) 1. Except as provided in par. ( e ), if an escrow is required to assure the payment of property taxes, a bank, credit union, savings bank , savings and loan association or mortgage banker which originates a loan on or after XX/XX/XXXX, shall, before the loan closing, provide the borrower with a written notice clearly stating that the borrower may require the escrow agent to make payments in any manner specified in subd. 3. from the amount escrowed to pay property taxes and the responsibilities of the borrower and escrow agent as provided in subds. 4. and 5. 2. Except as provided in par. ( e ), if an escrow is required to assure the payment of property taxes for a loan originated before XX/XX/XXXX, the escrow agent shall send, by XX/XX/XXXX, written notice to the borrower clearly stating that the borrower may require the escrow agent to make payments in any manner specified in subd. 3. from the amount escrowed to pay property taxes and the responsibilities of the borrower and escrow agent as provided in subds. 4. and 5. 3. Except as provided in par. ( e ), a borrower may require an escrow agent who receives escrow payments to assure the payment of the borrower 's property taxes to do any of the following, if the borrower notifies the escrow agent as provided in subd. 4. and if the borrower is current in his or her loan payments : a. Except as provided in subd. 3m., by XX/XX/XXXX, send to the borrower a check in the amount of the funds held in escrow for the payment of property taxes, made payable to the borrower and the town, city or village treasurer authorized to collect the tax. b. Pay the property taxes by XX/XX/XXXX, if the escrow agent has received a tax statement for that property by XX/XX/XXXX. c. Pay the property taxes when due. 3m. In its sole discretion, an escrow agent may send a check under subd. 3. a. that is made payable only to the borrower. 4. To require the escrow agent to make payments in any of the manners specified in subd. 3., the borrower shall send, by XX/XX/XXXX, written notice to the escrow agent specifying the manner, from the 3 choices under subd. 3., that the borrower wants the escrow agent to make payments. Except as provided in subd. 5. b., once notified, the escrow agent shall annually make payments in that manner unless the borrower is not current in his or her loan payments or unless otherwise notified in writing by the borrower by XX/XX/XXXX. 5. a. If the borrower chooses to receive payments as provided in subd. 3. a. or receives payment under subd. 3m., the borrower shall annually, by XX/XX/XXXX, send to the person to whom the borrower makes his or her loan payments a copy of the receipt for paid property taxes. b. If the borrower fails to comply with subd. 5. a., the borrower loses the option of receiving payments that year in the manner specified in subd. 3. a. During the next year, the borrower may again receive payments under subd. 3. a. if the borrower renotifies the escrow agent by sending written notice to the escrow agent by XX/XX/XXXX of the next year and if the borrower is current in his or her loan payments. 6. If the borrower sends the check received under subd. 3. a. to the town, city or village treasurer after the county has assumed responsibility for collecting property taxes, the town, city or village treasurer shall accept the check and pay over to the county treasurer the amount of the check. If the amount of the check sent by the borrower to the town, city or village treasurer exceeds the amount of property taxes owed by the borrower, the town, city or village treasurer shall refund the excess amount to the borrower and, if the county has assumed responsibility for collecting property taxes, pay over to the county treasurer the remaining amount of the check. ( c ) A borrower may establish an escrow account required for the payment of taxes and insurance in a financial institution, as defined in s. 710.05 ( 1 ) ( c ), of the borrower 's choice if the escrow agent fails to comply with par. ( b ) 3., unless the lender or person to whom the loan is sold or released demonstrates that the financial institution is incapable of servicing the escrow account. ( d ) If a borrower establishes an escrow account under par. ( c ), the borrower shall annually, by XX/XX/XXXX, send to the person to whom the borrower makes his or her loan payments verification of the amounts which the borrower deposited in the escrow account during the previous 12 months and copies of receipts for taxes and insurance paid during the previous 12 months. ( e ) Paragraphs ( b ) to ( d ) do not apply to an escrow required in connection with a loan to assure the payment of property taxes, whether the loan is originated before, on or after XX/XX/XXXX, if it is the practice of the escrow agent to, by XX/XX/XXXX, pay to the borrower the amount held in escrow for the payment of property taxes or to send the borrower a check in the amount of the funds held in escrow for the payment of property taxes, made payable to the borrower and the treasurer authorized to collect the tax. If the escrow agent in any year chooses not to make the payment by XX/XX/XXXX for any reason other than because the borrower is not current in his or her loan payments, the escrow agent shall send, by XX/XX/XXXX of that year, written notice to the borrower clearly stating that the borrower may require the escrow agent to make payments in any manner specified in par. ( b ) 3. from the amount escrowed to pay property taxes and the responsibilities of the borrower and escrow agent as provided in par. ( b ) 4. and 5. 138.057 Penalties. Any lender who intentionally violates s. 138.053, 138.055 or 138.056 is liable to the borrower for all excess interest collected, plus interest thereon at the rate of 5 percent per year. In addition, the borrower may recover actual damages, including incidental and consequential damages, sustained by reason of the violation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-16

Seymour, TN

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

2019-02-15

Mabank, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for two refinances with XXXX XXXX, and I decided I would go with another lender due to the slow response so I withdrew the loans. I had given my credit card so an appraisal could be ordered BUT when the XXXX called I told him I was not going through with the transaction so he cancelled the order and I also notified XXXX. The Processor called me over 3 weeks ago and confirmed she would confirm when they were going to credit back my credit card since the appraisal was never performed and I have never heard back and I also have left two messages for the XXXX to please contact me back on when I will be getting my appraisal fee refunded and have not heard back. I have two other loans with XXXX from previous refinances but now no one will get back with me on crediting back an appraisal fee of {$720.00} on these ( again never was done, XXXX was told when he called to schedule I was withdrawing the loans so he cancelled the order )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response