FLAGSTAR BANK, FSB

2019-02-15

Panama City, FL

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

2019-02-14

Charlotte, 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

2019-02-13

Bremen, GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX, we filed a property loss claim with our insurance company for roof damage. Prior to the property loss our mortgage company changed from XXXX to Flagstar. After filing the claim, we received the insurance check from XXXX XXXX for {$5100.00} for repairs to the roof. However, once we received the check we noticed that the check was written to both me and my husband and to XXXX instead of Flagstar. XXXX XXXX replaced the check with the correct mortgage company and notified Flagstar that the check needed to be endorsed. Flagstar requested information from us and we provided everything requested. Flagstar continues to hold the check for the last 3 months and continue requesting information from us that, again, we provided. When I contacted Flagstar by phone about the check they stated that the check was mailed. After a week, the check had not arrived. I contacted Flagstar several more times and they continued to inform me that the check had been mailed. When I mailed the check to Flagstar for endorsement, I sent a pre-paid envelope with it. I was told that the could not find the pre-paid envelope to mail it. Then I was told they could not read the tracking number on the XXXX label. I called the company over a span of two weeks or more and they continued to tell me the check was mailed. I received an email from Flagstar on XX/XX/XXXX stating that " the claim check has been endorsed and released and sent to you via regular mail to the mailing address on file. '' They had specifically told me last Friday, XX/XX/XXXX that the check was mailed in the XXXX ( prepaid ) envelope sent to them from me. This process has continued for 3 months and when I request to speak with a supervisor, I am always told " no supervisor is available '' or that they can put me on a call back list and the supervisor will contact me in 24 to 48 hours. There has not been a call from a supervisor from that company. We have a contractor that has been waiting for several months to repair the roof and the mortgage company keep holding the check and falsifying the fact that the have not sent the funds. I believe this company is committing fraud and should be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-13

Rocky Ridge, MD

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

2019-02-12

Brick, NJ

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

2019-02-12

Wesley Chapel, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: -XX/XX/2019 : I refinanced my mortgage from Flagstar Bank to XXXX XXXX XXXX XXXX ( XXXX ) on XX/XX/2019. Upon refinancing, I calculated the totals funds owed ( overages ) from Flagstar Bank as {$5700.00} remaining escrow balance and final XX/XX/2019 mortgage payment. - XX/XX/2019 : Mortgage balance paid and transferred from Flagstar to XXXX XXXX. - XX/XX/2019 : Email below was sent to the escrow/property tax department at Flagstar Bank, with a fair 30-day notice to refund all overages as required by law : - Subject : " Please refund mortgage payoff overages no later than XX/XX/19 '' From : [ my email address ] XXXX XX/XX/2019 XXXX XXXX To : [email protected] <[email protected]> " Dear Flagstar Bank, In reference to my previous Flagstar mortgage loan number XXXX, that was paid off due to refinancing from XXXX XXXX XXXX onXX/XX/19 , I show the following amounts outstanding : Tax escrow balance : {$1200.00} ( as of XX/XX/19 statement ) Principal balance after payoff : {$2400.00} ( Difference of {$280000.00} payoff amount minus {$270000.00} outstanding principal as of XX/XX/19 ) Final mortgage payment of {$2100.00} ( paid XX/XX/19 ) TOTAL AMOUNT DUE : {$5700.00} Please refund these amounts no later than 30 days after payoff ( XX/XX/19 ), as required by law. Sincerely, [ My name/my address ] '' - XX/XX/2019 : Received and deposited a check from Flagstar Bank for payment of escrow overage mailed from Flagstar Bank for {$3300.00} ( check was dated XX/XX/2019 ). Remaining balance owed at this time : {$2400.00}. - XX/XX/2019 : 30-day deadline to return all funds owed/overages as required by law. No response from Flagstar since email notice above on XX/XX/2019. No additional funds received in mail ( balance owed : {$2400.00} ). Called customer service number at Flagstar Bank only to be put on infinite hold. Customer service chat tool disabled on website. - If owed this much on a bank loan or mortgage website, wouldn't I be expected to pay late fees/penalties? Interesting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-12

Aiken, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had asked Flagstar Bank to sunset the property tax and homeowner insurance portions of my mortgage escrow account, since the closing papers gave me that right. The company refused. I complained to CFPB ( XXXX ) and received a letter from an XXXX XXXX XXXX from the Office of the President stating that because I had a XXXX XXXX loan, I could not sunset those escrow portions. This was a surprise to me, since I had never had anything to do with XXXX XXXX. I called XXXX XXXX, and they said they had no record of me. Upon calling Flagstar on the inaccuracy, they had to admit mine was a conventional loan, but they still refused to sunset -- and they even cited the same XXXX XXXX restriction chapter and verse about loan-to-value ( LTV ) ratio not being 80 percent or less. This time, the excuse was I had private mortgage insurance ( PMI ). I'm getting tired of Flagstar 's Excuse of the Month over imposing an inappropriate XXXX XXXX restriction on my conventional loan. Their customer service department is anything but. They just throw up rationalizations, however inaccurate, and say no to everything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-12

Frederiksted, VI

Applying for a mortgage or refinancing an existing 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

2019-02-11

Discovery Bay, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I fell past due on my mortgage which initiated foreclosure action in XX/XX/2019. I forwarded three of the five missing payments for $ XXXXon XX/XX/2019. I spoke with the Loss Mitigation Department of my Mortgage holder. The Loss Mitigation Department advised me that the mortgage was turned over to an attorney and all past due payments had to be submitted to them by XX/XX/2019. I submitted the funds for all past due amounts {$6300.00} and {$5100.00} ( total XXXX ) on XX/XX/2019 via Next Day Air. I have confimation of the funds being delivered and received on XX/XX/2019. I have called multiple times seeking confirmation of receipt of funds and I get the funds have been received but not applied. I have not been given any explanation as to why the funds have not been applied. Furthermore, I've been advised that I am in active foreclosure ; all calls should be directed to their attorney but no information for this contact has been afforded to me. Only a collection service who will not give me any information either. When I call I'm placed on hold for 30 minutes or more and or given the run around to follow up with persons that are not named. The sale date is not even exact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-11

Grosse Ile, MI

Problem with fraud alerts or security freezes

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

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

Timely Response

2019-02-11

Aliso Viejo, CA

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

2019-02-09

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was sold to Flagstar for servicing. The date of the first notice I received was the XXXX statement. I found out in trying to pay online via my old Servicer, XXXX, that my mortgage was sold. I was on vacation in XXXX XXXX I called and spoke to customer service and I was assured by them that my RESPA period is protected per FCRA, but they reported a Late Payment during the protected RESPA period in violation of my rights. The protection is in place for a reason! I did not have access to online banking and did not know my new account number, etc. Once I established online banking access, inaccurate amounts owed showing on online banking access. It appeared like I had missed 3 month 's payments but when I spoke to customer service, they gave me opposing information, and they were confused too. They " guessed '' that the following months ' payment due was also showing as late, in error. My rights were not protected during RESPA period! Worse than their erroneous and inaccurate info and reporting, I started getting threatening communication from Flagstar mortgage without regard to the RESPA Service Transfer period. I spoke with a Service Rep names XXXX, and she indicated Flagstar would write to me regarding my complaint. To this date I have received ZERO communication back from Flagstar. My case number with Flagstar is 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

2019-02-07

IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Flagstar bank mistakenly paid the real estate taxes on my property even though the loan agreement clearly states that I would pay the taxes and that there was no escrow requirement for taxes or any other expense. I paid the real estate taxes on time. Flagstar is increasing my payment to cover the taxes they paid in error. This is 100 % their error, yet they want me to reimburse them for the taxes they paid in error, and which I also paid to the tax collector. I have spoken with them 3 times and the first two times was told this would be resolved. Today they called me and said this is the resolution, that I reimburse them via a payment increase for the taxes they paid and have not received back from the tax collector. They at this point are unwilling to do anything different. My request has always been and still is that they take this off of my account and that they seek a refund from the tax department. The tax department shows an overpayment and they have said they will gladly refund the money to Flagstar upon their request.
Company Response: Closed with explanation

Timely Response

2019-02-06

Ewing, NJ

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

2019-02-06

Mount Pleasant, WI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I reached out to my bankruptcy attorney worried that I was falling behind with my payments he told me to start making the payments & if I needed to include the mortgage in my bankruptcy then we would do that we just had to wait for Flagstar I started sending the money orders and last month I got them back with a letter telling me that my loan is not active with Flagstar Bank - I then received a call from my attorney at the XXXX XXXX in Wisconsin on XX/XX/19 they stated that Flagstar told them that I stopped sending the payments in XXXX, also my attorney verified that I was sending the payments to the correct address that was listed on the bill which I have also included here. Around this time I also got a manilla folder from there attorneys XXXX XXXX XXXXXXXX which I have included in this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-04

Leander, TX

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

2019-02-01

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

2019-02-01

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Flagstar Bank has got to be one of the worst mortgage companies in the country. I have never seen a company run so incompetently ever. We are highly rated consumers that have never missed a payment on anything. Our credit record is perfect. Yet somehow our mortgage was sold to this XXXX company and we seem to be stuck with their terrible customer service. On XX/XX/XXXX, we decided to initiate the process of stopping our escrow account, which the bank seemed to do a poor job of managing, for 2 years in a row. We decided we could manage the account better. We called customer service and they gave us the run around, and finally stated to close out we had a negative balance and would have to bring it up to zero balance, and pay an escrow waiver fee. We paid the {$190.00} to go with the next payment they had already scheduled, to bring the account to zero, and we filed the form to close the escrow account on XX/XX/XXXX. The customer service rep in the escrow department stated we would also owe an escrow waiver fee, which we had never heard of. When we signed the mortgage contract with the original broker, he did not mention any fees required to open or close our escrow account. The escrow account was offered as a convenience with no fees to open or close, which sounded okay with us. We normally did not escrow, but managed payments out of our own funds. Again, no issues over 25+ years as a home owner. We asked for a copy of where this fee is coming from, and after about 15 minutes of digging, the rep quoted some vague statement in the mortgage contract, but refused to forward a copy to us. We continued the process, as we do not want this bank to handle our escrow money any more, except apparently for the loan that we can not have transferred to someone else. If possible, please sell our mortgage in one of your next pool of mortgages you sell to another bank or mortgage company. Someone must be doing their job, but not Flagstar. On XX/XX/XXXX, Flagstar 's Escrow Department sent us another closing balance, which seems to be growing, but again is somehow short, and they want to charge us {$530.00} as a closing fee for the escrow waiver request. This again was not in our original contract, so it appears to be some add on fee, we were never made aware of. And to add to the insult, they added a nice threatening letter, that if we " should fail to pay our non-escrowed items '' which we have no intention of doing. They " would reserve the right to force us to accept any homeowner 's insurance they chose ''. Collectively, the letter is pretty insulting, but pretty standard for this insulting company. We have had nothing but trouble with Flagstar, in almost every department we have encountered, and again we are good customers to have. A bank is supposed to make money off of the mortgage transaction, payment of interest and upfront fees clearly stated to the borrower. Not imaginary fees they decide to add, as the mortgagee is passed from bank to bank. This is just wrong, but kind of hard to address, as the bank is not local. We still want out of our escrow account, and demand to be freed of any imaginary, unsupported waiver fees that we were not assessed or told about upfront existed. If there were a waiver fee, we would not have allowed an escrow account to be setup to begin with. XXXX XXXX never gave us any trouble, as this bank has since taking over our account in XX/XX/XXXX. Flagstar has fumbled and failed, and provided exceedingly bad customer service on multiple occasions ( note this is my second complaint against Flagstar, and they may have a third coming as they are very slow in endorsing insurance loss claim checks ). Flagstar is just a very shady, shady mortgage company. I just want to strip our relationship down to the barest of relationships. We pay them for our loan, and nothing else. They seem to have a very bad manipulative manner of interacting with their customers, and I want no part of their business model, but unfortunately I have to interact some, since they hold our mortgage contract.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-01

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My Wife and I purchased our home XX/XX/XXXX on XX/XX/XXXX our loan was transferred to XXXX XXXX on XX/XX/XXXX our new mortgage provider Flagstar Bank sent a letter asking for proof of Flood insurance. I contacted my insurance company and explained to Flagstar Bank that my Insurance was a combined policy and I did not have a " stand alone '' policy for flood insurance. on XX/XX/XXXX Flagstar Bank again sent a request for Proof, which I contacted them, and my Insurance company and had the information sent again. During a phone conversation I was told that my Flood Policy was substandard and didn't meet FEMA requirements, I again contacted my Insurance Company who told me that my flood insurance was acceptable. on XX/XX/XXXX Flagstar Bank again said they needed the proof of insurance, and during a phone call I was instructed that they do not accept bundled policies. I have received nothing more until XX/XX/XXXX when I received the escrow statement, and I noticed a payment of Flood insurance on XX/XX/XXXX. I have homeowners insurance with flood insurance, and I feel that Flagstar Bank is Forcing me to pay for their insurance when the policy I currently have is acceptable, as it the same insurance that the seller had when we purchased the home. Since Flagstar paid for their flood policy out of my escrow account there now is a deficit and " My '' insurance is due XX/XX/XXXX. This is intentional. as I can not have two policies on the same property, they desire my policy to lapse. Upon further review I noticed that there is not a single piece from Flagstar Bank explaining why my Policy was substandard. I only got that information via phone conversations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

W Bloomfield, MI

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

Hinkley, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: AUTHORIZATION FORM ATTACHED Flagstar is acting with gross negligence and incompetence regarding a financial matter. Flagstar is unable to handle the amount loans they service. Like XXXX XXXX they need to be fined and have heavy oversight due to their negligence regarding loans. At issue is the fact that Flagstar keeps repeatedly requesting documents they already received and we have proof of receipt. To make matters worse when 3rd party requested to speak with a supervisor on XX/XX/19. The representative stated that the supervisor would ignore requests for escalation. When it requested to speak to a different supervisor 3rd party was advised there was only one supervisor for the entire loss mitigation department. This is unacceptable there needs to tally of the entire amount of loans Flagstar handles and how many loans are in loss mitigation. There are thousands. To have one supervisor for thousands of files, it's no wonder they wont take calls. This is criminally negligent and needs to regulated properly immediately. Flagstar requested an HOA statement when there is no HOA on home nor anything provided alluding to HOA. Flagstar requested the food expense be completed on workout package when it was already completed with the amount of XXXX. Flagstar requested 60 days bank statements when 90 days were provided On our previous complaint Flagstar immediately rejected due to no authorization form when they received it back on the XXXX. It's attached again here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-30

Bronx, NY

Closing an account

Checking or savings account: Checking 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

2019-01-25

Sandy Hook, CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/2018 my loan was transferred from XXXX to Flagstar bank. On XX/XX/2018 Flagstar received my completed modification application from my previous servicer XXXX and provided me with written notification. I received many documents from Flagstar that it will take them 30 days to review my file and update me on what is needed or if a decision will be made. It has been over 30 days and I have yet to find a letter from Flagstar requesting an extension to review my file or in need of extra time to review my completed file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-25

Naples, FL

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Complaint: I received a check from my insurance company in XXXX for funds in reference to hurricane Irma. I contacted Flagstar bank and they sent me a packet to fill out and send back with copies of the companies XXXX, Ins adjusters work sheet, conditional waiver of lien, contractor affidavit, repairs affidavit and property owner contract. All were sent along with the endorsed check in XXXX. I have been in contact with Flagstar starting in XX/XX/XXXX however i did not start documenting until XX/XX/XXXX. On each occasion I spoke to a customer service person in the Loss Draft Department. Each time there were frivolous excuses given for why they had not sent my check to me so that we could get a start date for replacement of our roof. On Each time I called : XX/XX/XXXX / 21 minutes on hold XX/XX/XXXX / 1 hour and 40 minutes trying to resolve issues that did not exist because they had all the paperwork necessary to release the check. On XX/XX/XXXX I was told the check would release. XX/XX/XXXX I called again and was told the check released on XX/XX/XXXX and it would take 10 days to get to me. XX/XX/XXXX I have still not recd the check. Flagstar is holding my money and causing damage to an already damaged roof for no reason. It was my understanding the reason the insurance companies put the insurance check in both our name and banks name is to insure that the work is done to protect the banks investment in the home. So why are they giving me such a hard time about releasing the check? I believe that the bank is stalling and holding my money hostage for a reason I can not fathom. reference loss draft ID # XXXX telephone number 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

2019-01-24

Troy, OH

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/XXXX I received a IRS XXXX XXXX form from FlagStar Bank. Upon reviewing the document, on the interest statement portion, the bank lists a savings account of {$300.00} in interest income. I have never had a savings account at FlagStar which listed account number XXXX. I called FlagStar on XX/XX/XXXX and spoke with XXXX from the Financial Crimes Unit, who was absolutely no help, she made up excuses and did not want to hear my concerns, she would clear as day *** huff and puff XXXX at me on the phone. I believe the bank is falsifying income that does not exist. I never had a Savings account with them nor ever had an account number of XXXX. This bank is full of XXXX and excuses. I am glad that they closed my checking account on XX/XX/XXXX. Who wants to bank with a bunch of thieves and liars. Corporations like this think they are untouchable and that they cant be sued or fined for bogus acts such as this. They are soon to find out, when i prepare for a {$500000.00} lawsuit for creating bogus accounts with fake, falsified income that never existed. This checking account was a merger from XXXX XXXX to FlagStar, and if correctly, remembered XXXX XXXX was opening bogus accounts and had to settle with many customers. Apparently, FlagStar is following suit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response