FLAGSTAR BANK, FSB

2017-10-19

China Grove, 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

2017-10-12

Peoria, AZ

Applying for a mortgage or refinancing an existing 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

2017-10-12

Ocklawaha, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: XXXX XXXX, XXXX. My wife and I are XXXX and live at XXXX XXXX XXXX, The Villages XXXX. I am a XXXX XXXX and was simply attempting to refinance my home to pull some additional cash out on a new VA loan to complete final home XXXX. I had refinanced almost 2 years earlier and pulled almost {$100000.00} of cash out of equity on a VA loan to install hardwood flooring throughout, a 16X20 fully functional square footage screened in XXXX, new paint throughout, irrigation system, landscaping, etc. My VA appraiser then was XXXX XXXX, assigned by the VA to appraise my home on the golf course and her result 17 months ago was {$320000.00}. That was fine as I took the cash and made the over {$50000.00} in improvements. 2 months ago, we decided to do our last refinance and pull additional cash out to install a gourmet kitchen, bathrooms, etc. The bank was Flagstar Bank that we applied with. Two men showed up to appraise our home in a pick-up truck one named XXXX XXXX and the other did not identify himself yet they both handed me XXXX XXXX cards and said they were also Realtors. Does n't that violate Dodd/Frank or Respa?? They paid no attention when I tried to show them the improvements that I had made and the XXXX I planned to make and were in my home for no more than 8 minutes. Being a retired real estate appraiser, I gave them some information concerning comps to make their job easier yet they did not bother to look at or take the documentation with them. In closing, 15 days later, Flagstar Bank notifies me that my appraisal was complete and the value was {$250000.00}. The comps that were used were all over 1 mile away, one was a short sale and one was a XXXX. These guys simply " mailed this appraisal in '' for lack of a better word. In closing, I will be notifying the VA today with complaints and a re-consideration of value as I have evidence of 8, YES, 8 sold comps within .35 miles of my home, on the golf course that have all sold within the last 4 months for in excess of {$370000.00}. These men should not be licensed real estate appraisers but rather they should be used car salesman. In closing, XXXX XXXX, approved by the VA is going to appraise my home again per my request. Being a retired Executive from XXXX XXXX, XXXX, I will be writing to my former neighbor and now the Secretary of HUD, XXXX XXXX XXXX. I feel like my wife and I were taken advantage of for {$450.00} as the appraisers would not speak to us as I am XXXX XXXX XXXX and my wife is XXXX, not to mention only providing 3 comps on their valuation that were horrible, far away, inferior and useless. Please reach out to me at XXXX XXXX XXXX so I can provide you with all of my additional documentation. XXXX XXXX. XXXX 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

2017-10-11

Omaha, NE

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have a mortgage loan with Flagstar Bank. On XXXX 2017 we had severe weather in which my home sustained damage from a storm. My insurance company performed estimates for repairs and I selected my contractors to complete the repairs. Flagstar was listed on my insurance checks and needs to sign them before I can deposit them to pay my contractors. To get the checks signed the bank requested several documents along with the endorsed checks. One of the documents they are requesting is a XXXX from my contractor. My contractors and I do n't see the bank 's need for this document as the bank is not making payments to them but rather just endorsing the checks so I can receive funds to cover the repairs. Four checks have been issued so far. The first was for {$14000.00}, Flagstar endorsed this check and returned it. The other three checks the bank requested : XXXX, repair proposal, Borrower Affidavit, lien waiver from contractors, proof of insurance and licensing. I was able to secure lien waivers from all the contractors, which are conditional on the checks clearing but the bank wants unconditional waivers which is not possible since the contractor wants to guarantee they receive the payment in full. The process of securing these documents took a long while as my contractors stated it was not a usual process, I have had contractors decline the work due to the excessive paperwork requested by my bank. From speaking to several employees, I was given different stories. I was told if I could n't provide XXXX 's I needed the waivers other times they wanted all the documents. Currently, three checks are with the bank. I sent in documentation showing I have paid the first contractor {$6800.00} in full and a completion certificate. The bank is still withholding the checks received recently with a whole packet of necessary documentation. Today the bank emailed me and they want to perform an inspection of the work completion and then release funds but I need to pay my contractor the initial funds to cover materials. The bank refuses to send an inspector to verify the completed work and wants all work completed before any inspection. I can not move forward while they hold my insurance funds hostage. They amount of documentation requested is more than standard and has a negative effect on me as the home owner. Winter is almost here and if it snows, my tarp will not hold and additional damage will occur to my interior space which I will hold Flagstar responsible as it is their delay that lead to this point. All I want to do is repair my house. I welcome their inspection but they have to at least release funds for materials. From the initial check I have a little over {$8000.00} which is n't close to half the cost, the roof alone was {$9000.00} before the porch, deck, gutters, window etc. The bank 's policy has a negative impact on my ability to complete repairs on time to solve this whole issue. I do n't have over {$25000.00} sitting around to pay the contractor and wait on the bank to reimburse me which is what they have suggested as a work around. I have had mortgages before and this is by far the most difficult bank policies I have dealt with on release of insurance funds for repairs. I have signed affidavit 's that repairs will be done, my mortgage is current, evidence of repairs being done is available and still they delay the process costing me time and money. My energy bills are sky high as the trap offers no insulation from heat let a lone the cold winter weather on its way. The bank 's policies are strictly to favor the bank at the expense of good consumers. I have had several discussions on this with employees and managers and nothing has improved or changed. Nobody deserve this kind of treatment when I have n't given them reason to doubt my character. My mortgage loan will be transferred as soon as this fiasco is resolved. I refuse to have a mortgage with an incompetent lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-05

Atl, GA

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

2017-10-02

Lb, 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

2017-09-29

Shalimar, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I sent an electronic bank payment in the amount of {$1100.00} to Flagstar Bank on XXXX XXXX, XXXX to pay a past due " regular monthly payment '' currently {$1000.00}. Flagstar rejected the payment without cause or explanation and on XXXX XXXX, XXXX {$1100.00} was credited to my checking account. When I contacted Flagstar to inquire the reason for the rejection, a customer service representative stated that my mortgage was past due and that two ( 2 ) 'regular monthly payment [ s ] ' would need to be submitted. On XXXX XXXX, XXXX, I sent an electronic payment to Flagstar Bank in the amount of {$2200.00}. Flagstar rejected the payment without cause or explanation on XXXX XXXX, XXXX and {$2200.00} was credited to my checking account. When I called to inquire the reason for the rejection, a customer service representative stated that my mortgage was past due and I must submit three ( 3 ) 'regular monthly payment [ s ] '. Because Flagstar has refused to accept my payments, I attempted to make in XXXX and XXXX XXXX, my mortgage is currently five ( 5 ) months in arrears. Flagstar 's rejection of my payments has caused my home to be at risk for foreclosure. I dispute any late charges since XXXX XXXX since I made good faith efforts to pay Flagstar mortgage payments. It should also be noted that in XXXX XXXX, I advised Flagstar that I was suffering a financial hardship and at that time I completed a loss mitigation application. Flagstar took excessive time to review my application, which caused my documents to expire. When the documents expired, Flagstar sent correspondence stating that my loss mitigation application was incomplete. I continued to resubmit information to satisfy the incompleteness. Finally in XXXX XXXX, Flagstar offered me a re-payment plan increasing my monthly mortgage payment by approximately {$800.00}. Flagstar 's loss mitigation offer would deprive me the ability to save my home and drive me into foreclosure. I rejected Flagstar 's re-payment plan offer. In XXXX XXXX, I submitted a new loss mitigation application due to my continued financial hardship and at that time was two ( 2 ) months behind on my mortgage. Again, Flagstar took excessive time to review my application, causing documents to expire. When the documents expired, Flagstar sent correspondence stating the loss mitigation application was incomplete. I continued to re-submit documentation to satisfy the incompleteness. I was denied mortgage modification and the re-payment plan proposed by Flagstar was beyond my financial abilities. I felt my only choice to keep my home was to file Chapter 13 Bankruptcy and create a re-payment plan that was feasible. In XXXX, I filed for Chapter 13 and began making monthly payments to the bankruptcy trustee for the mortgage arrears as well as making my regular monthly mortgage payment directly to Flagstar. Payments to both the bankruptcy trustee and Flagstar have been made every month since and no payments have been missed. On Wednesday, XXXX XXXX, XXXX, I was notified by my bank that they " tried to process your payment to Flagstar Bank for {$990.00} on XXXX/XXXX/XXXX, but it was returned to our processing center due to the payee 's refusal to accept the payment. '' On the morning of XXXX/XXXX/XXXX, I spoke with XXXX at Flagstar Bank Customer Service to inquire about the rejected payment and he was unsure why the payment was rejected. He said he would have to look at it and give me a call later to discuss. I did not receive a return call from XXXX or anyone else with Flagstar. That same day, I contacted my bank to inquire if there were any notations to the transaction that was rejected and they could find none. The bank customer service representative noted that it seemed odd that the recent payment would have been rejected since the previous three ( 3 ) months payments were made in the same amount and in the same manner via electronic bill payment. I asked my bank to send proof of payment and I received one for each three ( 3 ) payments that were accepted by Flagstar for XXXX, XXXX, and XXXX XXXX. I have made an agreement through bankruptcy to pay back arrears to Flagstar mortgage and by participating in the bankruptcy, Flagstar has agreed to accept my payments to satisfy the arrearage and bring my mortgage current. By refusing to accept my recent XXXX XXXX, XXXX payment, they have breached their agreement to participate in the bankruptcy re-payment plan. The stress and financial difficulty that FlagstaXXXX has added to my life is severe. It is unfair for such a large bank to take advantage of a small consumer that is trying to do the right thing. I would like to see a penalty or reprimand issued to Flagstar for its unfair business. If their failure to accept payment while under bankruptcy protection voids Flagstar 's right to participate in bankruptcy, I wish for the Court or any other agency to take action against Flagstar. I would also like for Flagstar to accept my XXXX XXXX payment, waive any late charges, issue a letter of apology to me, and send a letter to the bankruptcy trustee explaining their failure to accept my payments as an error on their end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-26

NY

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: FLAGSTAR BANK VIOLATIONS ( despite Consent Order lifted in XX/XX/XXXX - Flagstar Bank still VIOLATED OCC consent order when filing the foreclosure summons against me back in XX/XX/XXXX ). In the Foreclosure Summons of XX/XX/XXXX ( Index # XXXX in XXXX, NY ) - Three Mortgage Assignments/Transfers are fraudulent. They list both XXXX XXXX and XXXX XXXX XXXX as being XXXX " assistant secretaries '' - when in fact they are each Assistant Vice Presidents of XXXX XXXX! This also includes NOTARY FRAUD - as the notary out of XXXX, Florida has fraudulently represented these " XXXX '' assistant secretaries. I found evidence of an authentic " XXXX XXXX '' that I included in the attachments provided, which is also proof of notary signature fraud as well. Below is a breakdown of further violations highlighting the attachments I provided as proof, 1 ) Mortgage Assignments/Transfers are fraudulent ( Attachments 1 and 2 ) [ violates New York Executive Law 63 ( 12 ) and General Business Law 349 ] as well as [ NY UCC Section 3-201 ] also the bank was under a CONSENT ORDER by the CFPB/OCC during the time they continued to put together fraudulent documents. The people who signed the Assignments have nothing to do with XXXX and they are NOT secretaries. They are Assistant Vice Presidents at XXXX XXXX. XXXX XXXX no longer services Flagstar Bank loans as well. 2 ) Mortgage Assignments/Transfers have forged notary signatures ( Attachments 1 and 2 ) [ violates New York Executive Law 63 ( 12 ) and General Business Law 349 ] as well as [ NY UCC Section 3-201 ] ( Attachments 1 and 2, as well as Attachment 3 inserted in new loan documents ) ; The fake people of XXXX who stood before a notary have now also committed NOTARY FRAUD. I was able to locate an authentic signature ( See attachment 1.5 ) for the same notary and it is remarkably different. 3 ) One major XX/XX/XXXX Mortgage Assignment/Transfer placed in the summons as unrecorded in XX/XX/XXXX remains unrecorded [ violates New York Law : Real Property Law {$270.00} ( 3 ) - An assignment must be in writing and recorded ; as well as violates Executive Law 63 ( 12 ) and General Business Law 349 ] and also violates [ NY Consolidated Laws, Real Property Law RPP {$410.00} ] ( Attachment 1 ) 4 ) I was never notified of the three mortgage assignments/transfers listed in foreclosure summons, which all happen to be fraudulent in the first place [ violating RESPA 12 U.S.C. Section 2601 et seq ] 5 ) Did Not answer or respond to major portions of my QWR [ Violating 12 CFR 1024.36 and 12 U.S.C. {$2600.00} ( e ) ( 2 ) C ] 6 ) Did not answer within 10 days of the QWR regarding the location of the note. [ Violating 12 U.S.C. {$2600.00} ( k ) ( 1 ) ; 12 CFR 1024.36 ( d ) ( 2 ) ; 12 CFR 1024.35 ( e ) ( 3 ) ] 7 ) Interjected a statement as an answer to the QWR ( paragraph 3 of the banks XX/XX/XXXX letter that was erroneous and inappropriate as I didnt mention anything at all about my signature so that response extremely frivolous. [ Violating 12 USC {$2600.00} ( e ) ( 1 ) ( B ). ] 8 ) QWR says foreclosure started XX/XX/XXXX but banks own website detailing my account online and default letters show that the mortgage did not default until XX/XX/XXXX therefore this QWR statement is in conflict or erroneous. 9 ) Tried to deny an Error that I pointed out in the QWR/Notice of Error regarding attaching a XX/XX/XXXX Homestead Finance document to a XXXX XXXX XXXX. title page in the foreclosure summons by trying to rationalize why they were included, when in fact this was a sloppy and egregious error, as they didnt include the XXXX XXXX XXXX XXXX documents of which Flagstar Bank acquired the loan from at all!!! [ Violating 12 USC {$2600.00} ( e ) ( 1 ) ( B ). ] 10 ) Continues to send DEFAULT notices, despite the discharged debt. [ Violating The Fair Debt Collection Practices Act ( FDCPA ) : 15 U.S. Code {$1600.00}, et seq. I have received over 12 of these letters at least 6 of them were sent via Certified mail ; despite the informational purposes clause in regards to filing bankruptcy, the continued letters are illegal and served absolutely no purpose at all during the settlement conference phase as the letters included brochures with the headline : Save your Home Tips to Avoid Foreclosure ]. I kept the letters as proof of entitlement to at least {$1000.00} per letter. 11 ) The DEFAULT notices also violate the Chapter XXXX Bankruptcy Discharge injunction : [ despite the informational purposes clause in regards to filing bankruptcy, the continued letters serve absolutely no purpose at all, especially during the settlement conference phase as the letters included brochures with the headline : Save your Home Tips to Avoid Foreclosure and violate the Chapter XXXX Bankruptcy Discharge Injunction : 11 U.S.C. Section 524 ( a ) ( 2 ) ] 12 ) Bank not honoring IRS rules for HAMP principle reduction ( documentary evidence ) ; my home officially appraised at {$130000.00} and with the home discharged in bankruptcy, I also qualify for the 115 % loan to value HAMP PRA [ Flagstar Bank never offered PRA just kept saying I wasnt eligible another deceptive practice see Attachment 7 proof of appraisal ] 13 ) Bank ignored repeated requests for a Deed in Lieu [ Attachment 8 ] 14 ) Bank ignored letter that we had moved out hoping for the FHA moving expenses and Deed in Lieu and copy of Lease [ Attachment 9 ]. 15 ) My ANSWER to Foreclosure Summons included Unclean Hands and Lack of Standing throughout. Being Pro Se at the time, I didnt know about bringing up the opportunity to file a motion to formerly address. Thought at settlement conference Judge would address it but instead, I was handed bank forms for a loan modification and urged to work with a housing counselor. 16 ) Flagstar Bank was previously under a Consent Order by the CFPB to avoid fraud and shoddy mortgage servicing with the issues above they violated the Consent Order. 17 ) Bank took two years to serve foreclosure summons, on top of ignoring requests for a Deed in Lieu prior to the Chapter XXXX filing, and ignoring our notifying them of our moving out of the home as well. SO We MOVED BACK IN. 18 ) I am asking the CFPB to award me monetary damages, and my case is currently on the table for DISMISSAL with prejudice as bank continues to avoid negotiating in GOOD FAITH IGNORING my cries about the fraudulent mortgage assignments and notary fraud. The stress of dealing with this bank and having them make me go through the application process twice because I refused to also sign the first loan modification documents due to the fraud. THE FRAUD HAS BEEN IGNORED!!! The stress has been horrible for me!! Statutory Damages of {$2000.00} for each QWR violation is requested ( 12 U.S.C. {$2600.00} ( f ) ; Actual ( compensatory ) damages suffered for not responding or correcting the errors questioned in the QWR is in the amount of {$10000.00}. 19. I filed ( PRO SE ) A motion to dismiss for Failure to Negotiate in Good Faith. Flagstar Bank only sends me documents to sign and theres been no negotiation at allperiod. Judge is keeping my dismissal on the table as he agrees with me. They are in violation of the following : New Yorks Civil Procedure Laws & Rules 3408 ( Rule 3408 ) requires parties to a residential foreclosure action to negotiate in good faith to reach a mutually agreeable resolution at a mandatory settlement conference, which is to take place within sixty days of the filing of the summons and complaint. The new law amends Rule 3408 to define what it means to negotiate, or fail to negotiate, in good faith, and authorizes the court to impose sanctions if either party fails to meet the obligation to negotiate in good faith. NEGOTIATE IN GOOD FAITH Compliance with the obligation to negotiate in good faith shall be measured by the totality of the circumstances, including but not limited to the following factors : i. Compliance with the requirements of Rule 3408 and applicable court rules, orders, and directives by the court or its designee pertaining to the settlement conference process ; ii. Compliance with applicable mortgage servicing laws, rules, regulations, investor directives, and loss mitigation standards or options concerning loan modifications, short sales, and deeds in lieu of foreclosure ; and iii. Whether the parties have conducted themselves in a manner consistent with efforts to reach a mutually agreeable resolution, including, but not limited to : ( a ) not causing undue and unreasonable delay ; ( b ) appearing at the settlement conference with authority to fully dispose of the case ; ( c ) avoiding prosecution of foreclosure proceedings while loss mitigation applications are pending ; and ( d ) providing accurate information to the court and parties. ( Flagstar Bank has been FRAUDULENT and deceptive as evidenced in items 1 through 12 above ). PENALTIES A plaintiffs failure to negotiate in good faith will result in a tolling of the accumulation and collection of interest, costs, and fees. Where appropriate, the court may take one or more of the following steps : i. compel production of any documents requested by the court or the court 's designee during the settlement conference ; ii. impose a civil penalty payable to the state that is sufficient to deter repetition of the conduct and in an amount not to exceed XXXX XXXX dollars ; iii. award actual damages, fees, including attorney fees and expenses to the defendant as a result of plaintiff 's failure to negotiate in good faith ; or iv. award any other relief that the court deems just and proper.A defendants failure to negotiate in good faith will result in removal of the case from the conference calendar.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-25

Harshaw, WI

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

2017-09-18

Ashwaubenon, WI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am not a professional and am not an underwriter and am at the mercy of the mortgage assistance specialist with Flagstar to best direct me and stay on top of follow ups to help me COMPLETE a package for mortgage assistance. Ive been forced to file for bankruptcy to allow them the time to be able to assist me and again they are refusing to help me prevent this foreclosure due to some deadline date they are escalating with this avoidable foreclosure. I have tried BK and nothing they continue to neglect helping me in preventing the foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-16

Wrentham, MA

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

2017-09-16

Detroit, MI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I found loan officer XXXX XXXX through the XXXX XXXX XXXX website where there were only five or so participating banks listed. He represented Flagstar bank. I contacted him on XX/XX/XXXX, and inquired specifically about the XXXX XXXX XXXX ( XXXX ) program ( Email attached ). I was interested in this particular loan product because it was designed especially for those looking to purchase distressed homes in the city of XXXX, and it would allow me to finance both the purchase, and repair costs associated with buying such a property, at one time. In addition, there is no PMI nor MIP insurance on this mortgage, and a minimal, if any, down-payment requirement. The buyer is only responsible for 1 % of the total loan value out-of-pocket. I later learned that I could use down-payment assistance to cover the rest of the down payment amount. OnXX/XX/XXXX XXXX sent me a pre-approval letter for the XXXX program, and I began to shop for homes ( see email and pre-approval letter ). After a months long search, I was finally able to sign a purchase agreement on a home, which I sent to XXXX on XX/XX/XXXX. At that time ( and another time weeks later ) he requested pay stubs, and my most recent bank and XXXX statements ( see both emails ). Later that day I spoke to him, and he advised me that Id need a project manager to assist with bids for the repair of the home, and suggested one that he was familiar with from a local organization. I paid the man {$450.00} to create a scope of work to present to the bank regarding necessary repairs, and XXXX denied both requests ( the first via email, the second in a phone conversation ), stating that they included items that were not covered within the scope of my loan program ( see email ). I never got my money back, and when I spoke to XXXX about it, he just told me the man no longer worked at the organization. No apology, no explanation, nothing. OnXX/XX/XXXX, I notified XXXX that I was approved for a {$15000.00} down payment assistance program, called LIFT. At the time, he confirmed that I could use these funds to cover all but the 1 % of out-of-pocket costs for the home purchase. The deal on this property fell through after several months, but then in XX/XX/XXXX, I found another home for a greater purchase price, and requested a new preapproval letter. When I spoke to XXXX, he agreed to provide it, but questioned what type of loan I was requesting. I told him that I was under the impression that we were still working with the XXXX program, but he suggested something to the effect that a conventional loan would be easier to close, so I agreed. Upon visiting the home, I found that it did not have a working furnace, at which point, XXXX advised that I would have to use a FHA XXXX or conventional renovation loan ( seeXX/XX/XXXX email ), never mentioning the XXXX program that I originally requested, and was subsequently approved for ( see doc ). He then sent a preapproval letter for a Conventional Loan w/ repairs ( see preappXX/XX/XXXX ). My offer on that home was not accepted, but shortly after, I found another one, and had to request another approval letter, as this property cost more than the previous one. I asked XXXX onXX/XX/XXXX for the maximum allowable approval amount ( both purchase price & rehab ) that I would qualify for ( see email XX/XX/XXXX). He replied by phone, stating that he wouldnt be able to calculate the exact preapproval amount until he received the bid requests for the needed repairs for the home. He then sent me yet another approval letter ( see preapp XXXX XX/XX/XXXX ), this one listing the type of loan as XXXX XXXX XXXX, which I imagine was supposed to be XXXX XXXX XXXX ( XXXX ), as the XXXX first originated as a partnership between local banks and the XXXX XXXX XXXX. Upon arriving at a final purchase price w/ seller, and estimating repair costs, XXXX provided me with a second XXXX XXXX XXXX preapproval letter onXX/XX/XXXX ( see XXXX ). Then on XX/XX/XXXX XXXX requested verification of my monthly student loan payment, which I provided ( see student loan doc ). Upon receiving my loan statement, he informed me that he would have to record my student loan at 1 % of its total value, instead of the payment I was actually required to make each month under my payment plan, which was over {$230.00} less, unless I could provide further documentation of the amortization table of the loan. I provided this documentation onXX/XX/XXXX ( see email XXXXXX/XX/XXXX ), and was advised by XXXX that with this, he would accept the actual loan payment, both via email ( see email XXXXXX/XX/XXXX) and by phone, rather than the 1 % value he originally mentioned. However, when I reviewed my loan documents, I saw the 1 % value listed on my loan application, as opposed to the lesser amount. Though I now know that the FHA requires student loan balances be calculated this way, I dont appreciate him lying to me in saying he was using the lower amount when he was not. In addition to the loan discrepancy, I noticed that there were two credit card balances reflected there that had already been paid off, along with a credit card that did not belong to me. During this same period, he called to request my tax records for the previous two years, then said he would have to deduct the {$1500.00} average loss Id reported from a side business over that period from my income. When I asked why that was necessary, given that I hadnt used that business to qualify for the loan ( since I work full-time for an employer ), he told me it didnt matter, and that hed still have to count it against me. Then sometime between XXXX XXXX and XXXX XXXX, almost an entire year after first providing preapproval for the program, and three weeks prior to the closing deadline, XXXX called me and advised that I no longer qualified for the XXXX, given my excessive debt to income ratio. When I asked what had changed, he stated that my student loan payment, along with the {$1500.00} average loss on my taxes over 3 years, had driven the ratio too high to qualify for the XXXX program. I then asked XXXX why he would wait until so close to closing to request tax info, if that was in fact, a part of the criteria needed to qualify me for the loan? Upon later reviewing the XXXX handbook, tax losses only factor into a loan decision for self-employed individuals, using their business income to qualify for a loan, which is not my case. At the time, XXXX claimed that the reason he never asked for tax info was because I told him I had no other income, which I didnt have because the business was operating at a loss, and I wasnt using that income to qualify for the loan anyway. Still, XXXX told me that in order to proceed with the loan, my only option was an FHA XXXX. He never explained in any detail how the program worked, nor the excessive paperwork and processes that were necessary to close on this type of loan. I only agreed to proceed because I believed I had no other option. After a week or two of working with contractors and paying them for repair estimates, I submitted the bids to XXXX, at which time he sent them all back, claiming that they werent completed correctly. He became frustrated with me because he wanted me to use a single contractor for the work, but I told him that I couldnt afford to. When I explained to him that hed given me no direction on how to ask the contractors to complete the forms, he claimed that he did, then told me that this was the reason why most people used an FHA XXXX Consultant for these loans. This was the first time hed ever mentioned this. When I asked him about it further, he said that I may want to consider using one, but never mentioned that they were required for full FHA XXXX loans, and that they were suggested for the streamlined version. The only reason I ended up hiring a consultant was because I saw that XXXX was refusing to offer any insight into how the process worked, and I was under a tight deadline to close, as the extra week it took to have the paperwork redone to specification forced me to request an extension on the closing deadline. I hired a consultant I found on the FHA XXXX website, and paid him {$250.00} to prepare the necessary documents to submit to the bank. It wasnt until two or so weeks later, after he submitted two sets of improperly completed documents, that XXXX advised my realtor of a consultant the bank worked with on a regular basis who could do the work for much cheaper. I had to extend the closing deadline again in order to allow the new consultant time to prepare a new write-up. Up until this point, I was never provided with a Good Faith Estimate, and every time I asked for an approximate amount from which to budget contractor repairs and improvements, he said he couldnt give me a figure. Out of curiosity, I contacted another Flagstar loan officer, and told him nothing about my pending loan. Instead I just asked him to tell me about the FHA XXXX loan program, and learned more from him in our 5 minute conversation then XXXX had told me since he first switched me to this loan. That confirmed my suspicion that he was not following proper procedure in guiding me through the loan process. Everyone that I spoke to at Flagstar, from the loan processor, to her supervisor, to XXXX supervisor, to loan officers at other branches, all agreed that XXXX was an expert in these types of loans, and very efficient at his job. Yet he consistently provided me with little to no information, even upon being asked, or even worse, inaccurate information about my loan and the loan process. Throughout this experience, he asked me for sets of documents from my contractors, then once I provided them, asked for more, or asked for information never initially requested, instead of outlining upfront what was needed. He requested an insurance declaration page for one of the contractors, then upon receiving it, stated that wasnt the document he was looking for, he instead needed something listing the coverages ( see email XXXXXX/XX/XXXX ). If not for the fact that he claims to have 30+ years of experience in this area, I would think he was just incompetent at his job, but he seems to be held in high esteem at Flagstar , and his coworkers rave about how good he is, so my only conclusion is that he purposely bumbled all of the work associated with my loan. From using outdated/inaccurate info on my application, to higher than quoted homeowners insurance rates, he just did a terrible job. When I asked him about these inaccuracies, he emailed a response that failed to address the question ( see email incorrect debt listed ) and simply told me when I called him to follow-up on it that it doesnt matter anyway because I still wouldnt qualify for the XXXX It took the supervisor of loan processing, XXXX XXXX, to go in and update/change the application to reflect a current snapshot of my credit info, but the inaccurate homeowners insurance premium listed on my loan estimate was never corrected. Also, the preapproval amount constantly changed. I was told {$150000.00} for repairs and purchase upon signing the XXXX for the last property, but then on XX/XX/XXXXXXXX claimed that he had to use my down payment assistance funds towards home repairs, because of the increased debt-to-income ratio caused by tax losses and a judgment repayment plan of $ XXXX. ( see email XXXX ). Unfortunately, when I contacted the issuers of the LIFT that same day, I learned that the {$15000.00} in down-payment assistance that I was receiving from them had been forfeited, due to lack of communication from the lender. When I called to find out what happened, I was told that XXXX was to keep in touch with them, and advise them when I switched purchase properties, however, they never heard from him. When I questioned him about, he acted as if it was no big deal, just a formality to have the money reissued ( see email XXXX ), but then when he saw that he would most likely not be able to get the funds reinstated, he simply passed the buck to me, stating that I would need to follow up with them ( see email IncreasedClosingCosts ). I had to reapply to the program, and beg them to expedite the approval process in order for me to receive docs in time for a third deadline extension. Unfortunately, it didnt matter that they rushed the approval, because my realtor was advised by XXXX shortly thereafter that Flagstar would still need another few weeks to close, even though at that point, we were over 2 month into the process, and theyd received all requested documents from my contractors, consultant and myself. In the midst of all this, I received an email from XXXX stating that instead of the {$12000.00} that I was projected to need at closing, I would now need {$28000.00}! When I asked how that was so, and broke down the numbers, XXXX called me on the phone instead of responding on the email thread that we were previously conversing on ( with my realtor, the supervisor of processing, him and myself ) ( see email IncreasedClosingCostQuestionXX/XX/XXXXXX/XX/XXXX). He went in with a bunch of nonsensical logic about Flagstar having to increase the down payment by so much because of the increase in repair costs, although he couldnt provide any specific formulas to indicate what percentage of the total value he was charging, or where the extra costs and fees came from. While waiting to hear back from the LIFT program, I found another down payment assistance program that offered more money to close, and asked XXXX if it was compatible with the FHA XXXX. When I asked him why I wasnt allowed to use this new program to cover the new {$28000.00} closing cost, he asked me to resend him the information. This is after he clearly told me a week prior that the program did not qualify. When I asked him what had changed between then and now, and if hed ever bothered to look into it last week, or just said no without researching it first, he became upset and began to yell. I then told him how frustrated I was with his poor service, changing fees and repeated extended deadlines, and that I planned to file a complaint about my experience. He responded by accusing me of attempting to defraud him by failing to tell him about the loss Id reported from the side business, on taxes that he never asked for until hed already qualified me for a loan, and I was weeks away from closing on my house. I was so outdone after realizing that he actually expected me to come up with an extra $ 16k, for no justifiable reason, that I called both his supervisor, XXXX XXXX, and XXXX supervisor, XXXX XXXX ( sp ). XXXX called me back ( XXXX ( sp ) ) never did, and had the same nonchalant attitude that he did when I spoke to him a few weeks prior and told him about the issues I was having with XXXX, and requested a new loan officer. He assured me then that I was almost to close, that things should be smooth from that point forward, and that he would look into it and call me back. He never bothered to call me back until then, and even then, he had no concrete answers for me. He was unfamiliar with both of the down payment assistance programs that I mentioned to him, and seemed unbothered by the fact that his loan officer had potentially jeopardized my whole deal by blowing my down payment assistance. He didnt seem alarmed by the extra, out-of-nowhere closing costs, and proposed no solution to the matter, other than the fact that hed talk to XXXX again, and call me back, again, and again, I never heard from him. This was an absolutely horrific experience, from start to finish. I eventually ended up switching to another lender, but by then it was too late, because the seller was tired of waiting to close, and therefore cancelled the deal on the house. This loan officer practiced various forms of predatory lending practices against me, as follows : Excessive Points and Fees through all of these unexplained and unnecessary out of pocket costs with no Good Faith Estimate provided within first days of applying for the loan, Steering and Targeting, by trying to force me into loan products with less favorable terms and higher fees, designed for those with bad credit and/or low income, even though I am in neither of those groups, Inadequate or False Disclosures by changing loan programs and terms throughout the course of my time working with him, without any real explanation as to why. I have not been treated fairly in my dealings with XXXX XXXX, nor this bank, and I do n't know why. Not sure if it 's due to the picture on my license, my XXXX address, my gender, or something else altogether. But if this is how XXXX and Flagstar treats XXXX, XXXX, and XXXX, then they need not advertise in the city, nor be conducting business period, for that matter. Ive done everything I could to appeal these issues within the bank itself, to no avail. No one has even bothered to seriously look into my claims, and even those who have done preliminary inquiries into the matter quickly backed off once they either realized the offending party, and/or were persuaded by XXXX that this all somehow made sense. Any help that you can provide would be immensely appreciated, as I have now wasted an immense amount of time and money on contractor and consultant inspection fees, and almost a year of my life, due to the unethical and unscrupulous behavior of 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

2017-09-15

Clark, WY

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

2017-09-14

Dayville, IN

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

2017-09-13

Houston, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Bottom line : I have worked with Flagstar Bank to resolve an ongoing issue about an exorbitant increase to monthly mortgage amount for the past 3 months -- to absolutely no avail or remedy. My monthly mortgage amount was {$880.00} since I 've had the loan -- and it jumped to {$1700.00}. ( With escrow spread over a longer period, it 's at {$1500.00} which was an immense struggle for me to pay this month. ) This is still entirely insurmountable for me as single mom, as it 's almost double what I 've been paying. Flagstar forced escrow, even though I had made payment to my property taxes and flood insurance. I paid {$5300.00} for property taxes -- but we paid the county at approximately the same time, so they then forced escrow. Flagstar representative XXXX XXXX said perhaps loan modification would help. I went through that process, wasting 2 months of my time -- hoping and praying that I could get a lower payment so I could actually pay my mortgage and feed my son. Then, Flagstar said that I had been DENIED loan modification, because I 'm " current '' on my loan. What on earth?! What kind of help is that? Of course, I want to be current and I do n't want my credit jeopardized! That 's the precise reason I 'm turning to them now is to work out an amenable payment plan -- and NOT WAIT for when I 'm delinquent, ruining my credit. That 's ridiculous -- and not a reasonable, prudent way to do business. I can not afford this monthly mortgage amount, and Flagstar is not working with me in a real way which will help provide a remedy for my family. I am trying to be proactive, and not spiral out to delinquency. This is not wise. I want to restructure this now BEFORE I get to a point of delinquency -- that 's the smart way. They need to work with me on a real loan modification that is approved and works for my budget. I need to be contacted immediately to see how I can rectify this. This is payment, effective as of XXXX, 2017. Please contact Flagstar at 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

2017-09-08

Grosse Ile, MI

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Complaint: On Tuesday, XXXX XXXX I walked up to the ATM attached to the Flagstar Bank branch location at XXXX XXXX XXXX XXXX, XXXX XXXX, MI between XXXX and XXXX local time. I attempted to use my XXXX XXXX ATM card to make a cash deposit. Upon inserting the card and providing my PIN, I selected the Cash Deposit option from the touch screen menu. The cash deposit entry point opened and I began inserting bills, which it began to count. After I had inserted some of the funds, the cash deposit entry point began to have some issues with some of the bills, and after a couple minutes, the slot closed, and the ATM went back the main menu. In total, I had inserted {$180.00} into the ATM. I was given no receipt and no transaction number. When I tried to get the slot to open again by using my card I received an error message. So, essentially, the ATM took my funds, allowed me to insert them into the slot, then it started over without processing the transaction. I contacted the branch the next day, Wednesday, XXXX XXXX, at XXXX. At first they had not checked on the ATM, then after a second call, they let me know that they had balanced the ATM and they had found the founds. So the associate I spoke with verbally admitted that the {$180.00} had been located. However, I was told by the branch associate that I would need to contact the Flagstar back office to file a dispute in order to recover the funds. I went forward and I contact the Flagstar back office on Thursday, XXXX XXXX, at XXXX. They told me that they could not handle my claim and that I would need to contact my own bank, XXXX XXXX, even though the transaction was not processed because in their view even though the transaction did not go through there would have been a trail created associated with debit card at XXXXXXXX XXXX. I was told to contact XXXX XXXX and to file a dispute of the transaction with XXXX, that then they would receive this dispute through the system from XXXX, they would verify the dispute and provide the funds to XXXX, who would deposit the funds in my account. Accordingly, I contacted XXXX XXXX, at XXXX. However, the representative I spoke with told me that it was not possible to file a dispute for this ATM issue, as there was no record on XXXX end of the transaction. They could not process my dispute/claim because it wasnt in there system. A back and forth of several phone calls persisted between both banks, both refusing to claim responsibility for processing the dispute. Neither XXXX XXXX, nor Flagstar, can tell me what I need to do in order to receive a refund of the {$180.00} dollars that Flagstar has already admitted was taken by the ATM. There should be camera footage of me using the ATM, and I did perform a balance inquiry after the deposit system broke, so there should be a record of that as well. Finally, today I decided to file a dispute after spending an hour on the phone with an XXXX representative named XXXX who refused again to file the dispute, and told me that he would escalate my claim to executive support. It is still unresolved. I would like Flagstar or XXXX to follow the proper procedures to either return the {$180.00} to me physically, or to deposit the funds into my XXXX 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

2017-09-07

Bellview, 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

2017-09-06

Ormond Beach, FL

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

2017-09-06

Ann Arbor, 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

2017-09-06

Birmingham, AL

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

2017-09-05

Gaithersburg, MD

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

2017-09-02

Ocklawaha, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I 've called Flagstar Banks home office several times & they will not change the report. They forclosed on my home in Michigan, since that time I 've been working on my credit. I have a good score to get another home. PROBLEM is now they are still say'ing I owe them for the home, even though your office is sending money from them. My closing date is in 20 days. What can I do?? 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

2017-09-01

Lynn, MA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I filed for a loan Modification several times with Flagstar bank. It seems as every time i 've filed they would string me along, requesting Information that does not exist, and after pleading with them time and time again about the non existing Information, they would Deny my Application. I do n't have Money to Hire a Lawyer to help me. I recently had to File Bankruptcy to stop the Bank from selling my Home. Please Help!!!!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-31

Dublin, GA

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

2017-08-30

Brandon, FL

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response