FLAGSTAR BANK, FSB

2019-01-03

Jackson, 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

2019-01-03

De Pere, WI

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

2019-01-02

Jupiter, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I purchased a house using my VA loan FLAGSTAR BANK last XX/XX/XXXX. when i closed i was told my insurance and taxes were included in my payments.of {$990.00}. In XX/XX/XXXXI recieved a letter from my insurance company to say that i never qualified for wind mididgation at closing last year, and that my insurnace had gone up from {$1000.00} to {$2000.00} Then my morgage company told me that becase they did my assesed taxes on the prior owner my taxes have trippled causing my morgage to go up by {$600.00} a month. I am a single woman vetran that has just been taken advantage off as I would never have purchased a house that a year later my payment would go up {$600.00} a month which i can not afford.I WILL NOT BE ABLE TO PAY THIS AND WILL LOOSE MY HOME. I feel the morgage company was very dishonest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-01

Grosse Ile, MI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Flagstar bank tried to foreclose on me in XXXX. They alleged a lien against my property in XXXX XXXX, Michigan, during a loan modification process. There was no lein against me or my wife. The burden of proof was on us and we proved there was no lein. We filed for bankruptcy to prevent an inevitable foreclosure. I've discovered since that flagstar illegally blocked borrowers attempts to save their homes. My bankruptcy was discharged in XXXX as I lost my job of 4 years. I've applied for mortgage assistance with Flagstar and have been denied. They are using the same stall tactice and dual tracking. I need help. I have also made Flagstar aware of the XXXX issues I had. I sent papers by certified mail outlining my XXXX issues. They are reviewing but I'm sure they will foreclose before resolving the 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

2018-12-31

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

2018-12-29

Ernul, NC

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

2018-12-29

Naples, FL

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

Timely Response

2018-12-27

Haddon Heights, NJ

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

2018-12-27

Aiken, SC

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

2018-12-21

Frisco, 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

2018-12-20

Auburn, WA

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

Timely Response

2018-12-20

Interbay, WA

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

2018-12-20

Tupelo, MS

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

Timely Response

2018-12-20

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-12-19

Dallas, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Our property in the United States Virgin Islands was damaged in Hurricanes Irma and Maria in XX/XX/XXXX. We were allowed a forbearance in order to deal with the aftermath of the storms. We are now consistently making agreed upon lower than usual payments while we go back and forth between the continental United States and XXXX XXXX, United States Virgin Islands in order to make repairs that will make the property habitable. Our most recent several day repair visit ended XX/XX/XXXX. On XX/XX/XXXX, a third party service, XXXX XXXX, attempted to change the locks on our property. My neighbor saw the person, believed it was a break-in attempt, and confronted them. This person told my neighbor that the property was " in foreclosure ''. My neighbor, knowing that we regularly make payments, and that we are in the process of making thousands of dollars in repairs, believed the lock changer was a scam artist and sent the person away. When we called our mortgage company for an explanation they acknowledged regularly receiving the agreed upon amounts from us, confirmed that we are not in foreclosure, but claimed that they were attempting to lock us out because the property is abandoned. This property shows no sign whatsoever of being abandoned. While it requires repairs in order to be fully livable, it is neat, clean, furnished ( this can be seen via windows ) electricity and water work at the property, and all doors are locked. No reasonable person who actually visited and looked at the property could conclude that the property is abandoned. The Flagstar employee person we spoke with, XXXX, employee # XXXX, then indicted that we were not entitled to any contact or explanation before being locked out. We are deeply distressed to the point of illness that Flagstar made no attempt to contact us before sending someone to lock us out, and further, that they offer no guarantee that this will not occur again. This has been a very stressful post Hurricane period made worse by the behavior of Flagstar. Flagstar indicated during the call that they would note on our record that the property is not abandoned, and that we travel back and forth to make repairs, but they refused to provide any written follow-up that we telephoned, or any indication that our record has been noted. We feel entirely at their mercy, even as we spend our hard earned money to complete repairs. We have dealt in a good faith manner with Flagstar and they in turn are treating us very badly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-19

Kingstree, SC

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

2018-12-19

Turners Sta, KY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Flagstar Bank received my mortgage from XXXX on XX/XX/XXXX. I received letters from Flagstar on XX/XX/XXXX, dated XX/XX/XXXX, stating they are accelerating the foreclosure process and I had to pay all the back payments, I was behind since XX/XX/XXXX, totaling {$5100.00} by XX/XX/XXXX, to keep my home. They gave me two weeks. I called on XX/XX/XXXX and spoke to a rep that stated I was in danger of foreclosure but could apply for mortgage assistance, said she sent a packet. I then asked her why the amount that XXXX sent me, {$140000.00}, was different than what they said, over {$140000.00}. She said it was because of my late payments ; I said no, that's a double payment. She argued with me for a bit, I asked for her supervisor, she hung up on me. I called back and spoke to another rep, rude, and condescending, he explained the mortgage part to me, I kept telling him I knew that part, I needed him to explain the dollar discrepancies. He said, I can't we are closing now, I said, no, you guys aren't according to your letters and website, and he said yep, call again tomorrow, I said no, I want to dispute this then. He said ok, let me give you the address, and hung up on me. I called XX/XX/XXXX, spoke to a rep and he said I could fax a dispute in, I asked him what the difference in money was and he didn't know, he had to transfer me to customer service. The customer service rep pulled my loan up, said ohhhh, I have to transfer you, and sent me back to the beginning of the automated line, without even asking what I needed. It was a bank branch, who then sent me to a different department, where the rep refused to tell me what the charges were. She said I could send in a dispute, she didn't tell me how, but that it was for Flagstar to know, not me, and that they would look at it and determine if it was correct. I asked for her manager and she told me no immediately, I then asked for her team lead and she sent me to her. The team lead then told me the charges were my late payments. I said so I pay the late payments on top of the monthly payments in the original loan, which is a double payment? She said it just sounds like I am saying I don't owe it. This was after she argued with me. I asked her then, did XXXX send that over, and she wouldn't answer me, she kept trying to put the blame on me not paying, saying this was because I haven't paid my bills. I kept saying who's charge is this, she finally said it is XXXX, they sent over the {$5100.00} in addition to the loan, and if someone calls when I sell my house my payoff amount will be well over {$140000.00}. I was not advised on my first two calls how to dispute, I still have not been given a full explanation on the date, two weeks is not enough time for over {$5000.00}. I have told them I am putting my house on the market to sell it, and they keep saying it is going to go to foreclosure. The dollar figure needs to be fixed, I can't and shouldn't have to pay double payments. I shouldn't be treated poorly or hung up on simply because I am in a tight spot financially right now. Lastly, they are preying on people that they think they can bully, by being in a position of default payments, they feel they can say foreclosure and charge all this extra money without question. They have cost me approximately 2 1/2 hours worth of work, simply through argument and stalling tactics. The request for managers to call me back did not work, no manager has ever spoke to me about this. I don't believe the reps even put the requests in.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-19

Sterling, VA

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

2018-12-18

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-12-18

Asheville, NC

Managing an account

Checking or savings account: Other banking product or service

Problem accessing 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

2018-12-18

Viewfield, SD

Incorrect information on your report

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

Account status incorrect
Complaint: I am writing to dispute several late marks that are on my credit report. I have a mortgage loan through Flagstar Bank. Flagstar approved a loan modification for this account back in XX/XX/XXXX. When this began, I received a notice informing me that my next mortgage payment, called a trial payment, was due on XX/XX/XXXX. I was instructed to make four trial mortgage payments fromXX/XX/XXXX- XX/XX/XXXX, which I did. These payments were about {$200.00} less than my original mortgage payments, as they were indicated ( by the bank ) that they were trial payments for the future completion of the entire loan modification. After the four trial payments were made, I received a letter from Flagstar stating that the loan modification is complete and the next mortgage payment is due XX/XX/XXXX. All of the supporting documents coinciding with these facts are included with this letter. Flagstar originally informed me that if the credit reports were affected, it would be temporary until after the loan modification is completed. They stated that it would appear as Partial Payment and Current as per Agreement with Flagstar. When I spoke with a representative on XX/XX/XXXX, named XXXX ( Agent ID # XXXX ), she informed me that it was reporting incorrectly and that it should be showing repayment agreement, current as per agreement ( similar to the above statement that was originally discussed with myself and Flagstar back in XXXX ). I was advised by her mortgage company, Flagstar, for all of us to speak with the credit bureaus, stating that they report as Partial Payment Agreement and that it should show as current, not as late ( some are showing 30 and 60 days past due ). I also spoke with a representative names XXXX on XX/XX/XXXX and was advised that in XX/XX/XXXX, after the last trial payment was made in XXXX and all paperwork was completed, the modification will report as a permanent modification. He also stated that the credit reports are to show Paid as Agreed and that the credit reports should be reflecting positively, not negatively. Flagstar Bank agreed to this loan modification ( and actually suggested it ). Flagstar informed me of the amounts and due dates of all future mortgage payments that needed to be made, in which I successfully completed according to their requests. Again, when this took place in XXXX of XXXX, Flagstar informed me that her next payment is due XX/XX/XXXX, and there would be a total of 4 trial payments due each month through XXXX, which I did make. They also stated that after the four trial payments were completed that the next mortgage payment was due XX/XX/XXXX, which was also made. I have tried several times to reach a manager, as I was informed that I should contact the credit provider as well as the credit bureaus. After multiple attempts, no one returned my call and though I spoke briefly with a supervisor named XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX, he informed me his superior named XXXX XXXX and an underwriter would be contacting me. This has not happened, and several people have told me many different things about this loan. The calls are recorded at Flagstar, and it may be beneficial to listen to them as well. Included in this package is a document stating the exact months that have been reported late incorrectly. I also included separate documents with all the requested information ( social security number, address, etc. ). If there are any other documents you need on my end, please let us know so I can submit them immediately. Most importantly, my parents, XXXX and XXXX XXXX, are co-signers on my mortgage and it has effected their credit terribly as well. They are also submitting a dispute to The Consumer Finance Bureau. Thank you for your help in this matter and I look forward to your response. 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

2018-12-17

De Soto, IA

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

Timely Response

2018-12-17

Brandenburg, KY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2018 my wife became seriously ill and had to leave her job. We became unable to pay our mortgage and was able to talk with our original Lender, XXXX XXXX XXXX. I started loss mitigation, filled out all the paperwork and sent it in a timely manner. I didn't hear anything for over 30+ days, called XXXX and was told they were working on it. In the meantime, XXXX sold our mortgage to Flagstar Bank. When I found out I contacted Flagstar and was told that all the loss mitigation paperwork had been forwarded and they had received, " Everything PHH had. '' Several weeks later, XXXX XXXX I received a 2nd day letter dated XXXX XXXX, 2018 that stated I had until XXXX XXXX to submit paperwork. I called confused, asked to speak with my case manager ( I have NEVER once spoken with her, even after requesting several times with whatever rep I was speaking with ). I was told that the original loss mitigation paperwork was now considered " outdated '', and I would have to send in more paperwork. This was a single sheet of paper with nothing attached. I asked why I didn't receive anything along with it and what I was supposed to do I was told, " I guess I can mail you the paperwork, it wont be there for a week but its not going to make any difference now. '' I then spent two days calling and asking for help and finally reached someone who gave a XXXX, walked me through downloading and printing the actual paperwork I would need from THEIR website ( the CSR before never told me I could do that ) .She also told me I could email the info, which I did on XX/XX/18 the date it was due ( I have delivery confirmation ). I called and spoke with a great lady named XXXX who identified herself as the loss mitigation team lead. She opened my email, went through the documents WITH ME on the phone and confirmed that yes, indeed I had sent all that was required and it looked good. It was going to be sent to the Underwriters by her personally. Imagine my surprise, when I received a letter in the mail today XX/XX/18 saying that because I NEVER sent in the documentation, I was now officially out of the loss mitigation. This has been unbelievable. I have NEVER dealt with a company like this. Customer service has been a joke. It is obvious they do not want to work with me ( or probably anyone! ) on a situation that can and should be resolved and would rather foreclose using stalling, diversion and flat out lies. I need help, even lowering my payment would pull me out of this situation and allow me to keep my home. This situation has led me to consider legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-17

Santa Rsa Bch, FL

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

2018-12-17

Napa, CA

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