FLAGSTAR BANK, FSB
Consumer Complaints
There are over 2652 complaints on file for FLAGSTAR BANK, FSB. Dated between 2019-12-13 and 2011-12-23.
Complaints Page 16
2019-01-24
Gr, MI
Trouble during payment process
Mortgage: VA mortgage
Complaint: I have written, called Flagstar Bank , FSB regarding my status as a XXXX veteran and its refusal after multiple contacts by myself to stop escrowing property taxes that my city/state has granted me an exemption from.
Our local tax authority here in XXXX XXXX meets several times per year to review documents received from the XXXX veteran proving his or her qualification for this benefit. Apparently in early 2018 I either missed a submission of this proof or it was lost somewhere before reaching the board. It has since been approved.
I am including copies of documents received from XXXX XXXX indicating I am exempt from these taxes and they should stop escrowing for them. The improper escrowing of property tax I do not owe is costing me approximately {$350.00} more PER MONTH, I would like them to return my house payments to the amount we budgeted for when we signed the documents for the mortgage which was {$1000.00}.
I provided documentation to Flagstar Bank on XX/XX/2018 as requested to enable them to do a new escrow analysis, and I have not received one as of yet. The last escrow analysis was run on XX/XX/2018 2018
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-24
PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We had a house fire in XX/XX/2018. We received our insurance check promptly, endorced the check and sent all requested paperwork to our mortgage company ( Flagstar ) immediately upon receipt. To date we have yet to be issued any money from our insurance check. We have been told they will issue it, then another excuse comes up that it hasn't been issued. When we call back to find out what the issue is, we are told there is no issue and they will send the check, which as yet to occur. The last instance ( today ) I was told for the second time they want a copy of the contractor 's license ( not initially requested by them ) and when I call in, I'm told that the state of Pennsylvania doesn't require that. It has been two months without any money, which means no repairs can be paid for, no heat in my house ( in the middle of winter ), and a mortgage company that seems to be holding onto my insurance money and giving us every non-valid excuse in the book to hold onto the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-24
AL
Trouble during payment process
Mortgage: VA mortgage
Complaint: Flagstar Bank has erroneously reported on my Form XXXX the amount of property taxes that was paid from my escrow account for tax year XXXX. Background - Refinanced mortgage on XX/XX/XXXX, with XXXX XXXX XXXX XXXX, XXXX ( XXXX ). At closing {$220.00} was collected by the closing attorney for the property taxes owed for XXXX. Attorney forwarded the {$220.00} two days later to XXXX County, AL. In XX/XX/XXXX XXXX sold the new mortgage to Flagstar Bank and forwarded {$630.00} to be deposited in an escrow account associated with mortgage. On XX/XX/XXXX, Flagstar Bank forwarded {$220.00} to XXXX County, AL, as payment for property taxes causing a double payment to be made to the county. On XX/XX/XXXX, Flagstar Bank received a refund for the XXXX property tax over-payment from XXXX County, AL, which was deposited in the escrow account, but instead of noting that it was applicable against XXXX taxes, Flagstar Bank applied it toward XXXX taxes. On XX/XX/XXXX, Flagstar forwarded {$550.00} to XXXX County, AL, for payment of the XXXX property taxes. After that the account showed that only {$320.00} was paid toward XXXX property taxes and when the Form XXXX was issued the amount of property taxes shown as paid was also {$320.00}. I have requested several times that the amount of taxes paid toward XXXX property taxes reflect the {$550.00} but Flagstar has refused to make the correction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-23
Omaha, NE
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-22
Davenport, 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
2019-01-22
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-22
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
2019-01-18
GA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I applied for a loan modification with flagstar back in XX/XX/2018. After reviewing it they say wasn't eligible. I never got a denial letter. Called them daily telling them I never received the denial letter. Flagstar told me to write it up and send it in and include new income. I did exactly what they told. I called 2 sometimes 3 times a week to check on my appeal. They kept saying it was being processed. They even have been rude. You can pull their phone records. They are unprofessional. Ok finally you got supervisor on the line and she told me to send in my contributor receipts I did. Ok called back something it is being processed and they have 30 days to come back with a response. They did not look at my new income at all. They automatically said it wouldn't work. So on the last day a loss mitigation representative XXXX called to say that the underwriter needed 30 days of pay stub. I have been calling 3 times a week and never was told this. On their loss mitigation package it clearly states to send in 2. I said ok I will upload them tonight. Well she assured me she will te the underwriter. But then I get a call back from the XXXX stating that I have to reapply. I said why because it is passed your 30 days. That is not my fault. I have been in communication with flagstar. I am XXXX now because I did request to speak with a supervisor about the situation never received a phone call. It has been 3 week now. I sent back the application the next day with supporting documents. My loan is back in foreclosure with a sale date. Now everytime I call I am missing something. I uploaded everything they ask me to ... the loss mitigation XXXX stated she see the documents but the loan processor XXXX doesn't. They are trying to foreclose without helping. I need help ... please I am XXXX. They are doing the exact same thing they were made to pay for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-18
NC
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Lost my home to hurricane Florence in XX/XX/XXXX. at that time was with XXXX mortgage. unknowingly my mortgage was sold to XXXX XXXX XXXX. to which i was never contacted about and i have been trying to get my money to fix my house from them. So after wasting my time filing claims with XXXX for several months I find out through them that my mortgage has been sold to Flagstar. Flagstar claimed all i needed was a final inspection to receive 95-100 % of my money gave me an inspectors number to contact 2.5 weeks ago and person never got back to me or my contractor to set up appointment. after numerous calls ( at least 10+ ) by myself & inspector to Flagstar & inspector I find out TODAY that this specific inspector has been a problem and was fired. why was this never relayed to me during my numerous contacts with Flagstar? several times Flagstar told myself & my contractor that we would be contacted within 24 hours by an inspector & that NEVER happened! The last being 2 days ago. Flagstar has not tried to rectify my situation while I have roofers & contractor to pay for work rendered & and unlivable home in which I have been displaced from since XX/XX/XXXX. I am at my wits end and am tired of being taken for a fool! I need my money & my home put back together. It is not my fault that this company can not get an inspector out to my property in a timely manner it is the companies fault! This is my money to which I need NOW so I can get back into my home! Please help me thke care of this situation! Thank You XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-17
Ogden, UT
Closing an account
Checking or savings account: Checking account
Can't close your account
Complaint: This will be a long tale. To begin with XXXX XXXX had sold several branches in the Midwest to Flagstar Bank. Included with this sale where several accounts opened in said branches. I live in Utah and was not aware of said transfer until the day before ( XX/XX/XXXX ) when I checked my spam email and saw a notice about my XXXX XXXX account from Flagstar ( bank I had never heard of ) after investigating I found out about the transfer and that I was affected by it. The closest branch I can find on the map is 23 hour drive away ( no stops ) I did not want this account that far away because it was my main checking account used for EVERYTHING. So I pulled all the money out of said account and started fixing all my payment accounts. So far I'm left with three that I still had issues with ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX ). I called Flagstar on the first day that they said it was open after the transfer ( XX/XX/XXXX ) and after finding the phone system down I gave them time to get up and running so I called them on the XXXX I couldn't get through before I had to go to work ( 2 hour time zone difference difficult to call during the day ) I called again on the XXXX and got through. ( called again on my way into work ) After discussing that the account was unwanted and I wanted it closed. They stated that I needed to send a letter stating my intent to close the account. I also found out that overdrafts happened because I had purchased lunch on XX/XX/XXXX, and that they wouldn't close the account because I had a negative balance ( {$3.00} ). I decided to wait until I got the monthly statement so I could make sure that I got all charges and such accounted for and I wouldn't be surprised by more reasons to not close the account, but the statement was lost in the holiday rush The next letter I got from Flagstar this month was more overdraft notices. I contacted XXXX XXXX and they have started the refund of payments made. I also contacted XXXX XXXX and they have started their Refund of payments. XXXX is another issue that I'm currently trying to look into. I contacted Flagstar today ( XX/XX/XXXX ) to request that the account be locked so that we could reconcile the account so it could be closed after the refunds where made so that no more surprises accidently went out ( yearly payments I may have forgotten ). I went through a round of people ( 6 people ) trying to get me to pay them the deficit due, each time asking for the account to be frozen until it reconciled only to be told " we don't do that '' before being passed to the next person/department. With the 6th person I started asking why they couldn't and was passed on to yet another person. The last lady tried to answer my questions with vague reasons that didn't define anything. So I asked for the Policy location on the freezing of account so that a layer could find it in the charter. All I was told was " its because its not Fraudulent ''. That said all payments made from XX/XX/XXXX and XX/XX/XXXX from XXXX XXXX, and XXXX XXXX are in the process of being returned per conversations with those companies as of today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-17
Piedmont, SC
Trouble during payment process
Mortgage: VA mortgage
Complaint: My VA mortgage w/XXXX was sold in XX/XX/2018 to Flagstar, Escrow monies were used by XXXX to pay Insurance while Flagstar paid Taxes. The Taxes decreased in 2018 because of my application for and recieving Homestead Exemption, thereby leaving an overage in escrow. Upon my Inquiry to Flagstar about the approximatly {$400.00} escrow overage and adjust Monthly Payment, I was told that, Flagstar must keep two months cushion in Escrow for a VA mortgage because of RESPA.
I don't know the Rule or reference to RESPA, so I'm making this inquiry.
With XXXX there was always a small shortage which was rectified the following year with a slight increase in monthly payment.
Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-16
Louisville, KY
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
2019-01-16
Trouble during payment process
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
2019-01-15
Pahrump, NV
Closing an account
Checking or savings account: Other banking product or service
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
2019-01-14
FL
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: My refinance took longer than expected. Flagstar charged me 3 times @ {$30.00} for payoff quotes that I did not request. To the extent I did request quotes, I did them by mail to avoid their excessive and unfair fax/electronic fees. My presumption is the request came from the title company, but Flagstar did not reach out to me prior to fulfilling the payoff request to gauge whether there was a rush need that required electronic versus mail. Instead, they fulfilled these electronically and charged me a fee. This is an unfair and deceptive practice when it is cheaper to generate electronic payoffs than it costs to mail. I have no way to prevent it from occurring as I am not the source of the request. Moreover, I wonder if Flagstar provides payoff figures to their internal sales team when their customers refinance with Flagstar rather than a competitor.
In speaking with Flagstar, they were unconcerned with this practice and told me to take it up with the title company that incurred the costs on my behalf.
Separately, I tried to reach Flagstar in XXXX to talk about Loss Draft funds related to Irma, but they'd switched insurance vendors. There was no one available to talk to me after repeated attempts. They took my number and never returned my calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-11
Bowerstown, IN
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-11
Albuquerque, NM
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-11
Keyport, WA
Trouble during payment process
Mortgage: VA mortgage
Complaint: My mortgage was with XXXX and was sold to Flagstar. I tried to process my first payment with them and typed in the wrong account number which made my payment not go through. I never received an email or phone call saying I missed a payment and when I went to go pay the next months mortgage payment it said I had late fees and wasn't paid. I called Flagstar and the customer service representative was very rude to me and asked me " If I would like to keep my home? '' and ; " just wanted to know if you wanted to keep my home? ". When I asked about the late fee, he stated " it wasn't a late fee but an insufficient funds fee. '' Federal Law states that I have a 60day grace period before late fees are charged.
I don't believe I should be charged any additional fee 's regardless of what they wish to call them to subvert the law given that I never received notice of the missed payment and I am attempting to fulfill my payment obligations in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-10
Arvada, CO
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I was on a trial modification plan and my loan was transferred to a new service provider on XX/XX/XXXX. My modification was canceled after the payment from previous servicer was not transferred and my home was foreclosed on and sold on XX/XX/XXXX. I was told to send the document showing patent previous servicer. I did that on XX/XX/XXXX. I didnt receive a response, so I assumed I was fine. Later on I find out that the servicer sent correspondence via email but it went into the junk box. It stated that the file format I sent the document in was not acceptable. So, Ive since re-sent the document after finding out this information in the correct file format. I was also told by my point of contact at loss mitigation that upon receiving the document it should not affect my trial modification. And also because the loan was just transferred to a new servicer theres a 60 day grace on all new transfers. This was a wrongful foreclosure. The new servicers phone lines have been busy and it asks me to leave a call back number but I never received a return call. I tried to make my payment online but was blocked, I tried to make payment on the phone via automated system but was blocked. I called nearly every day and when I finally get through to a representative Im told the trial had been canceled and that Id need to reapply. This was on XX/XX/XXXX when I was told to reapply without being told that my home was going into foreclosure sale on XX/XX/XXXX. Why tell someone to reapply if the home is being sold the following day? Very misleading and confusing. Please help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-10
Billings, MT
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
2019-01-08
FL
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Took the hurricane Irma mortgage 3 months assistance, now I got served a civil action summons on XX/XX/XXXX with 20 days to respond. I have been in contact with Flagstar Bank and sent them all the paper work they requested for a modification at least 7 times ( mail an via email ) over the past 6 months. They still can not and will not help me. Every time I call they say we are working on it or we need this paper or that paper which we have already sent again, but send it again anyways. They sent back my payment as well. Please help my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-07
Lk Buena Vis, FL
Trouble during payment process
Mortgage: VA mortgage
Complaint: I send my mortgage payment the first or fourth of the month. My mortgage is handled by Flagstar Bank. I asked them why there is a delay in crediting my payment most times the XXXX of the month or later. I also wanted to pay by phone, but was told I had to pay a fee of XXXX dollars. I pay mostly by phone to my home bills and only one bill requires a fee of XXXX dollar and XXXX cents. I have called them repeatly and spoke to different agents to ask if the fee can be waived and always got a negative answer. They suggest aoto debit or payment on computer site, for which there is no fee. I would like to pay my first of the month bills by phone so as not to forget the dates due. I am a vet. and XXXX XXXX years old so my memory is not how I would like it to be. If this a legal requirement all banks have, then I am satisfied, if not, perhaps this Bureau can garner some help for me. If not, I thank you for all things possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-04
Washington, DC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Flagstar Bank began servicing my mortgage in XX/XX/2018 ( XXXX had previously serviced it ). In XX/XX/XXXX, they reviewed my escrow account and doubled the amount of mortgage insurance. I had been paying the same amount since the loan originated and there is no reason for it to increase, which they have acknowledged over the phone. However, my monthly statements now show a doubling of my mortgage insurance.
I spent an hour on the phone and was passed from department to department. Escrow explained that it wasn't them but the PMI department. PMI noted that the insurer had not billed them regularly so some months they paid nothing and other months they paid double. I pointed out that I had been paying them monthly and there would be a credit in my escrow account to pay a doubled month. My documentation from the bank does not show when they pay a third party insurer -- it simply shows how much I pay for the insurance and it doubled in XX/XX/2018.
One customer service representative told me that PMI occasionally resets annually to a new rate. Knowing this not to be the case, I requested documentation of the contract that states that.
The case number Flagstar assigned for the escrow issue is XXXX.
They are " researching '' the issue, but have yet to rectify the situation. This is being filed to document with CFPB and alert consumers in the event this is a systemic issue of overcharging and altering PMI of consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-03
Christiana, DE
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-03
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