FLAGSTAR BANK, FSB

2018-09-12

Anaheim, 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

2018-09-12

Rawsonville, MI

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

2018-09-12

Cocoa, 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

2018-09-12

Seattle, 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

2018-09-07

TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I closed on my loan with XXXX XXXX XXXX Mortgage on XX/XX/XXXX. On XX/XX/XXXX I received a letter from XXXX XXXX XXXX that my loan was sold and none of the terms and conditions be would changed My loan was sold and Flag Star Bank become the severer of my loan payments would be on XX/XX/XXXX with Flag Star Bank. I received a letter around the end of XXXX from Flag Star stating I did not have flood insurance I contacted Flag Star insurance department and gave them the policy number of my insurance and that my Home Owners and Flood policy were all in one they said ok and would update it. About month later in XXXX I received another letter stating I did not have flood insurance this time I contacted my insurance company and had them contact Flag Star to get them what they need once again I thought this was resolved since my insurance company rep told me they had contacted XXXX XXXX Mortgage who was the actual holder of my loan and that Flag Star was the severer of the loan and that they would let Flag Star know my coverage was good. A month later in XXXX I get a final notice stating I did not have flood coverage and they would purchase a force policy for XXXX dollars if I did not show proof of coverage for which I have already done three times now. I final sent an email to Flag Star and they responded on XX/XX/XXXX saying my policy was not good enough since it only gave a 30 day notice of cancelation instead of a 45 day notice so even though the policy was good enough and meet all the original lenders requirements at closing and was purchase out of my escrow paid in full account and is in effect from XX/XX/XXXX thru XX/XX/XXXX now that Flag Star is saying it's no good. I do not believe they should be able to change the terms or conditions of the loan after they purchase it from another company which meet all the original lenders requirements I could understand if Flag Star was saying at the time of renewal of your policy you will have to get an updated flood policy that meets the 45 day notice but they are insisting I get one now and that my current policy is not good even though it's been paid for and meets all of the original lenders requirement. They have currently took XXXX dollars out of my escrow and cause an escrow shortage. They also show in their letter that my old policy expired on XXXX XXXX I never had a policy that expired on XX/XX/XXXX there records are not even correct and they will not even admit they are incorrect. Also the forced policy they did for XXXX violates Texas Law they can not force you to cover land in your flood policy
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-04

St Heights, MI

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-09-04

Austin, 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

2018-08-28

Portland, OR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was transferred to Flagstar Bank in XXXX, MI for an XX/XX/XXXX payment. Flagstar 's system wasn't set up to accept any payments until XX/XX/XXXX. In the meantime, they did the following : 1. Provided conflicting information about my RESPA protection and not being subject to late fees or credit reporting for 60 days. One customer service rep said that I didn't have to make any payment for 60 days. The other said that I had to meet my regular payments 2. Starting XX/XX/XXXX, they sent me and my wife daily or twice a day robo calls to their debt services line even though I had no debt 3. Sent one letter about my RESPA protections and sent a subsequent letter saying that I would be subject to late fees and reporting to credit bureaus within 30 days. They didn't admit those were conflicting letters I called Flagstar today with my complaint and they did not resolve it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-25

Key Biscayne, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We purchased a XXXX XXXX home in XXXX and we paying on time every month, until XX/XX/XXXX, I was laid and my husband and I could no longer make the payment of {$3200.00} monthly. We paid up until XX/XX/XXXX and can no longer make further payments, since my family consists of XXXX people, including my mother who has had two XXXX. We contacted Flagstar Bank in XXXX when I lost my job and they gave us a list of agencies that could assist us in filling out the papers of hardship. We chose XXXX and visited with their office in XXXX, providing all the documentation requested. Since then we have communicating with XXXX ( XX/XX/XXXX, XXXX, XXXX. XXXX, XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX ) and Flagstar Bank regarding the status and no one seems to be interested. Flagstar sent us a correspondence on XX/XX/XXXX stating our litigation matter has been closed and now threatening to foreclose on our home. We have been communicating with Flagstar Bank in between the above mentioned dates since we were not hearing from either one. Now with the latest threat of foreclosure we are very concern. I have little children ranging from XXXX to XXXX. Please I am seeking your assistance in helping us save our home. We have provided documents on our own as well this week and still nothing is being done. Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-23

AZ

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: XXXX XXXX was my mortgage loan officer for a new construction purchase. From the beginning he assured me he has everything taken care of and was honest. The builder had there own in-house lender and if we used them they paid closing costs. Since I had been working with XXXX first I felt bad switching after being preapproved through him and he assured me the closing costs would never be more than 6k. Long story short after many lies and deception closing costs were well over 6k and he had snuck in XXXX $ in buying down a point NEVER discussing this with me, told Me because I had the funds in my account they could not be gifted even though this was in original paperwork from purchase contract and had been fine all along and when I told them No ; the commission is being gifted from my mother ( realtor of the transaction ) he told me ( after missing the close date and lying ) that I could No longer have it gifted and would Need to wire more money pay another wire fee and pay it out of pocket. When I said no, him And his manager said we saw you have proof of funds in your account are you telling us you no longer have access to these funds I said yes I do I dont want to pay closing thats money in my Savings and its being gifted they told Me They would Have to reopen The entire loan and go back to underwriting and could Delay it weeks if it was approved at all If I didnt wire the additional funds. They lied about rushing the appraisal. They lied about assuring me they would cover the cost of the rushed appraisal. They snuck it into the fees after promising me they would Cover it because it was there error. They lied and told me it could Only be title As sole and separate and if we were to change it to the way it was originally suppose to take title it would again be sent back to underwriting and take another week out of closing and also possibly no longer be approved/ they tried to bully us into agreeing to the terms in order to close and not forfeit our XXXX deposit with the builder. They also are charging us a XXXX $ tax rate monthly because they are charging us a California tax rate on our home in XXXX az because the land isnt assessed yet. Why would I pay Cali taxes on a home In AZ? I got every manager at flagstar involved, they did not care and knew that because they had already lied and held up Closing by a week I wasnt able to switch lenders at that point without losing my XXXX deposit with the builder and being in breach of contract. They were so emotionally abusive during the entire process and I have emails ; texts and phone call logs to prove everything. XXXX needs to lose his ability to even be a mortgage Loan officer! He is a fraud! I can not believe flagstar Allows there company to run this way. I will continue to warn everyone and report them Closed on XX/XX/XXXX. Started working with them XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-08-23

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

2018-08-21

Bromley, KY

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

2018-08-20

NE

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have gone through the mortgage modification application process, and agreed to the offer. The application was submitted in XXXX and accepted as complete on XX/XX/18. As I was waiting for the decision back from Flagstar Loss Mitigation, I received an envelope only marked confidential posted to my door on XX/XX/18. According to what I was told, as soon as my loan was transferred to loss mitigation for application review, all foreclosure and debt collections would cease. They sent someone to my home to post a nondescript letter on my door marked confidential. My name and address were nowhere listed an pretty much anyone could open the letter as it was not sealed shut, only folded shut. I feel as if this is harassment as I then returned the signature page and full agreement back to the bank on XX/XX/18 stating I agree to make the modified payments and I understand my first payment is due on XX/XX/18. Today XX/XX/18. I had yet another envelope attached to my front door stating I need to contact my mortgage company. Why? I signed the agreement and it's not the payment due date. This is very embarrassing and harassing since I have already signed and returned the agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-16

Aubrey, 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

2018-08-16

East Detroit, MI

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

Timely Response

2018-08-15

Coalinga, CA

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

2018-08-10

Walker, LA

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

2018-08-08

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX : Mortgage Loan Payments for the month XX/XX/XXXX were sent XX/XX/XXXX : received a call from Flagstar Bank that I didn't pay XX/XX/XXXX payment XX/XX/XXXX : 20 mins later received a call that XX/XX/XXXX payment was received but they applied it as a Payment for XX/XX/XXXX ( which was made in the beginning of XX/XX/XXXX ). I made it clear to them that no one should be calling me or my wife before the 15-day grace period. Per the representative, it was notated that it wont happen again. XX/XX/XXXX : My wife & I are still receiving calls that we have to make XX/XX/XXXX and XX/XX/XXXX payment since yesterday even though I explained them the XX/XX/XXXX payment will be within the grace period for them to understand that its a XX/XX/XXXX Payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-08

Seattle, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I've had two loans through XXXX XXXX, and was recently informed that Flagstar bank was taking over these loans and the servicing. It is now XX/XX/XXXX, and my payment is normally deducted at the beginning of the month. I had assumed this would be an automatic process / transition. I have reached out to customer service but yet to hear back. I would like to ensure that I do not get charged any late fees or have my credit rating tarnished because of the incompetence of the new loan servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-08

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hi - I have a mortgage loan ( for $ XXXX ) with XXXX XXXX which I was making payment on time via auto pay. Got a " loan transfer '' notice from Flagstar Bank stating that the loan has been transferred to them by XXXX XXXX as of XX/XX/XXXX and I have a statement from them stating the loan is due as of XX/XX/XXXX and will be late after XX/XX/XXXX. However, I did not receive a 'payoff ' or 'loan transfer ' statement from XXXXXXXX XXXX and according to their customer service, my loan is STILL with them and I have a statement with payment due as of XX/XX/XXXX and will be late after XX/XX/XXXX. I spent 1 hour on a conference call today ( XX/XX/XXXX ) with both the banks and XXXX is saying they did not transfer the loan and Flagstar is saying they have my loan now and I owe payment to both the banks. So right now, this loan is claimed by two banks ( XXXX and Flagstar ) demanding me to make two mortgage payments on 1 loan. I asked Flagstar for showing me a transfer letter from XXXX but they wont send it to me. Also, I dont have a new mortgage note from Flagstar which shows legally that they have a loan on the house. Can you please take a look at the case and help me make payment only once and to the rightful owner of the loan? Also, can you please process the request quickly as I will be late on my payments after XX/XX/XXXX. Best, 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

2018-08-06

Anaheim, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I do not have a escrow account with my condominium home loan and never did.. Over the years, the bank creates an escrow account with false charges such as for fire insurance. Then they pay the false escrow charge from my monthly loan payment and claim that I did not pay my payment, proceeding to ruin my credit. That forces me to make extra loan payments. I have always have made my monthly loan payments plus two that I had paid, cashed by their bank, but never credited to my account. I contacted an attorney who said the legal cost to sue would exceed the amount of the two not credited loan payments I made, about {$1700.00}. The attorney said to go to small claims court, but the SC court said that the Bank who has been cheating me does not do business in my home state. I have contacted the bank many times and have sent them proof that my HOA pays all required insurance for my loan. I requested a complete record of my payment record but they sent unreadable records which shows that the know that they are cheating me and maybe hundreds of their other customers. Please help, this is the third time I am being cheated. Attached are the current documents. .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-03

Nicholasville, KY

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

2018-08-03

Worden, 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

Timely Response

2018-08-03

Tacoma, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home loan servicing company changed. The loan originated with XXXX XXXX and was changed to Flagstar effective XX/XX/2018. I received a notice from XXXX, who has been my homeowners insurance company, on XX/XX/2018 saying that the mortgage company did not pay. Just now on XX/XX/2018 I called Flagstar to ask if they would be including my insurance payment when I start payments. I was transferred to their insurance department and phone rep., XXXX, who stated that they did not have knowledge of my loan and that they did not know when they would have it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-01

Harsens Is, MI

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: I was informed by several people that operate businesses in the same category as mine that Flagstar would be a good choice for my banking needs. XXXX at the XXXX XXXX XXXX XXXX, MI XXXX branch informed us that based on our business, ( which they already have customers who operate and have accounts with the same business ) they would not even entertain the idea of opening a business account for us. They did not want to see financials, credit, or any other information. Once they heard we operated an XXXX servicing business he said " they were no longer taking on any more XXXX companies ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response