FLAGSTAR BANK, FSB

2017-08-29

Tibbs, MS

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Follow-up Documents to Complaint XXXX / Scam Alert?? As previous mentioned, I want answers as to how my mortgage was placed under Bankruptcy when I, the sole owner has not filed bankruptcy!!?? My XXXX mother lives with me. She has filed for bankruptcy. She is not listed on any documents related to my mortgage. However, Flagstar has placed my home in their " bankruptcy department ''. They are also charging me for " Legal action and fees ''. Why? If they had searched public records they would have known this was an error. I am starting to think this is some kind of scam ( place accounts under bankruptcy, then charge owner for " Legal action and fees '' ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-28

FL

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

2017-08-24

Cape Coral, FL

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

2017-08-24

Eagle Point, VT

Struggling to pay mortgage

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

2017-08-22

Burkeville, 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

2017-08-21

FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am a XXXX years old. I applied for modification of my mortgage four years ago when it was serviced by XXXX XXXX Company. I agreed to a modification in which my payment would be {$480.00} per month including my insurance and taxes, I was told if I make four payments of that amount, I would have a permanent modification. I sent XXXX the four payments, then I sent another two payments. XXXX was taken over by Flagstar bank. Then I was notified that my payment would be {$520.00}, not including my property taxes or insurance. This was not affordable and not what was agreed. I did all that I was asked to do and it seems like it was a bait and switch. I then worked with Flagstar trying to get a modification that I could afford, I sent my documents in four times, they kept making me resubmit them, only to tell me in the end I did n't qualify. I have the fax confirmations to prove it and can provide the information if needed. My home was sold in foreclosure sale and purchased by Flagstar bank for {$40000.00}. I can afford the first modification amount of {$480.00} and if they had lived up to that contract I would still be in my home. This has caused a tremendous amount of stress on me and has impacted my health. I do n't want this to happen to anyone else. If a company buys another company, they should live up the existing agreements, they also should not require homeowners to submit their documents time and time again. It wastes time, but more importantly is playing games with peoples lives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-19

Bellaire, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: CFPB, My girlfriend and I had purchased a home back in XXXX XXXX from XXXX XXXX XXXX. We had selected to finance with XXXX XXXX XXXX XXXX and go with the escrow account option. Both of us are co-owners of the home and our names were both added to the loan account. For XXXX, our taxes were properly taken care of by XXXX XXXX XXXX XXXX without any outstanding or delinquent tax balances. Around XXXX XXXX to XXXX XXXX, XXXX XXXX XXXX XXXX had sold our loan to Flagstar Bank. Throughout XXXX we continued to pay our monthly mortgage ( principal + interest + escrow ) in a timely manner, without missing a single payment. Flagstar Bank paid the taxes for both the XXXX XXXX XXXX XXXX {$1500.00} on XXXX/XXXX/XXXX ) and XXXX ( {$820.00} on XXXX ) taxes at the end of the year. There was a tax surplus in the escrow account and I was cut a check for {$3500.00} on XXXX. Starting around XXXX XXXX, my girlfriend started receiving letters from both the XXXX XXXX County tax collector and attorneys harassing her to pay delinquent taxes from XXXX. Concerned, I gave the FlagstaXXXX Bank tax department a call to confirm that all XXXX taxes were paid for. They re-assured me that all taxes were taken care of for both my girlfriend and me. With that said, we rest assured thinking that everything was okay. However, we continued to receive letters each month, reminding us that my girlfriend still owes a total of {$2200.00} XXXX {$630.00} + {$1600.00} ), XXXX and XXXX XXXX taxes respectively. Today ( XXXX ), I called Flagstar Bank again and they re-assured me that all taxes for XXXX were paid for. Immediately after the call, I started reviewing the letters thoroughly again. I jumped back in forth from the XXXX XXXX County tax website to my Flagstar Bank online loan account. I noticed that both my girlfriend and I have TWO separate tax accounts for XXXX XXXX County. I checked my online mortgage account on the Flagstar Bank website and I found that only my tax account number was present but not my girlfriends yet both our names are under the same mortgage loan. I am not sure what exactly happened but it would appeared that Flagstar Bank did n't include my girlfriend 's tax account on the same mortgage loan account, resulting in only the tax amount of {$2400.00} paid for XXXX and the {$2200.00} amount still unpaid under her tax account. Please help us resolve this issue, as we did our part in paying the monthly mortgage every month on time. The responsibility was in Flagstar Bank 's court to correctly disburse tax payments to cover both my girlfriend and me. Now we are suffering the repercussions of her taxes being delinquent because our mortgage account was n't correctly configured to include both our tax accounts. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-17

Maricopa, AZ

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

2017-08-15

Chicago, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I applied for a loan modification in XXXX 2017 with the assist of XXXX ( HUD counselor ) all documents were sent in at the required amount of time. My HUD counselor called to get an update and was told she could not be updated and we needed to resubmit a 3rd party release form which was sent twice previously to her call. I called a day after resubmission of that doc for receipt of it being received and was told that the 3rd party doc was received and also the modification was denied in XXXX on the day the HUD rep had called. During the call, I was told I had the option to resubmit my application during the appeal process time. My application was resubmitted on XXXX XXXX or XXXX. My HUD rep called the next week for an update and was told that the modification package was submitted to soon and that she needed to resubmit before or by the XXXX of XXXX? No phone call from the point of contact ( XXXX XXXX ) or any informational documents were sent to make me aware of this. My third application was resubmitted, as directed, on XXXX XXXX. I have received a notice on XXXX XXXX stating it can not be evaluated due to a lack of time between the sale and the application 37 day evaluation. I feel I have been treated unfairly and myself and the HUD rep have been given the run around and continuous misinformation. I feel every step to this process was initiated properly on my end. I feel the information and lack of communication by the company should be evaluated. I may loose my home because of the lack.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-11

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I purchased condo ( XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA ) on XXXX XXXX, XXXX and loan was financed initially by XXXX XXXX then subsequently sold to Flagstar Bank. At the time of purchase, the condo was not in a flood zone so flood insurance was not required. On XXXX XXXX, XXXX I received notice from Flagstar that flood insurance would be required. I contacted the XXXX XXXX HOA representative, XXXX XXXX XXXX, and was told that the HOA had obtained flood insurance coverage. Two flood policies ( attached ) were sent to me from the XXXX XXXX XXXX and these were sent to Flagstar Bank on XXXX XXXX. The first flood policy ( primary flood policy ) that covers all 45 units in the complex was written for {$XXXX} million in coverage ( {$33000.00} per unit ). The second flood policy ( excess flood policy ) was written for {$XXXX} million in coverage ( an additional {$160000.00} per unit ) and both policies provide coverage to all 45 units in the complex in equal amounts. Together these combined policies provide flood insurance well above the additional coverage amount of {$140000.00} required for my unit by Flagstar ( my loan balance of {$170000.00} less the {$33000.00} coverage in the primary policy ) for my condo unit. On Monday, XXXX XXXX I received an email from Flagstar indicating " your excess flood policy is unacceptable. '' It goes on to suggest : " To make your coverage sufficient please increase the coverage amount to {>= $1,000,000} so that it matches the replacement cost or decrease the replacement cost to {>= $1,000,000} to match the coverage amount. Flagstar 's letter perplexed me because their response suggests that I change the HOA primary flood policy which I have no ability to do. So I called Flagstar for an explanation. First, I was told by the Insurance Department that I could not speak to anyone in the Flood Department since they do not communicate to the public, So through an Insurance Department representative who put me on hold while they spoke to the Flood Department, I was told verbally that the reason my " excess flood policy '' is not acceptable is because it was issued a part of a package by a broker involving three carriers. According to the rep, Flagstar does not accept policies issued by multiple carriers. An attached email from XXXX XXXX XXXX XXXX XXXX XXXX ( HOA contracted representative ) states that the HOA attempted to get coverage through a single carrier but was unable to find a carrier willing to issue a flood policy in the combined amount of {>= $1,000,000}. XXXX XXXX also has said to me that I am the only one in the HOA experiencing this problem with my lender. According to her, all other mortgage companies have accepted both the HOA policies for units in the complex. I have been notified by one of Flagstar 's representatives during a phone conversation yesterday, that Flagstar has offered me a flood policy for my unit and a letter to this effect has been sent to me. I have also been told that this policy will charge me {$1400.00} a year for {$140000.00} in coverage, This is an outrageous amount. As part of this complaint, I am asking that CFPB investigate Flagstar Bank 's policies and practices in not accepting both flood policies issued to the XXXX XXXX XXXX to determine if they violate any federal laws, policies or regulations, and relieve me of this financial hardship,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-11

Nashville, MI

Struggling to pay mortgage

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

2017-08-10

Galveston, 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

2017-08-09

So Effingham, NH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Flagstar Bank has raised my mortgage amount the last two years by excessive amounts. I was just informed that they are raising my mortgage amount by {$2400.00} annually. They indicated that this is because my taxes and insurance increased by {$800.00} annually. They have Done this at least one year prior.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-08

Burlingame, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Hello, I 'm not sure if this is the way to handle this, but I 'm not sure what other resource to use. I had my mortgage with the charming Flagstar Bank. They took my home, and this is after me attempting four times to refinance it. They lost my documents every time, told me to resubmit, etc. etc. I did receive a settlement from them ( you ), twice. My question is, am I going to receive any other money? Because I lost over {$150000.00} ( cash ; the house was worth more! ) and I have only received back less than approximately {$40000.00}. The most recent check number I have received is XXXX in the amount of {$1800.00}. The tracking number is XXXX. It was issued regarding the civil penalty fund third-party administrator regarding Flagstar Bank. I appreciate all that you have done so far, I really was n't expecting anything, and I think it 's horrible that they 've gotten away with what they have and they are still even allowed to be in business when all the rest of us have lost our home that we worked so hard to get. Frankly I think every little last dime they have should be given to consumers and they should be put out of business as a penalty. However, evidently things do n't work that way in America and the small guy, the consumer gest XXXX. That said, again, I appreciate every single thing you 've done. I would however like to know if this was the final payment or if there will be more disbursement in order to help me recover from what has been a horrible experience and which ruined my credit and of course lost my home. If you would please let me know as soon as possible I would really appreciate it. Thanks for being on the consumers side.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-08

Auburn Hills, MI

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 monetary relief

Timely Response

2017-08-08

San Antonio, TX

Struggling to pay mortgage

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

2017-08-07

Grosse Ile, MI

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XXXX XXXX 2017 at XXXX, I deposited {$1200.00} into the ATM machine of Flagstar bank in XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX , MI XXXX - in an effort to make a deposit into my account. The machine said there was an error and returned my card and none of my cash back to me. The machine was then placed unavailable and the screen said it was down. I went into the branch office and told them what happened, they said they would call me at some point when the ATM technicians arrive to fix the problem. I got no official paperwork verifying this complaint. My account shows no deposit into my account in reference to this attempt to deposit cash at the ATM machine. My checking account number is XXXX In a phone call where I complained about this to Flagstar bank the customer service agent gave me Reference number of XXXX with respect to the phone call. I made 4 deposits, XXXX XXXX dollar bills XXXX XXXX dollar bills XXXX XXXX dollar bills and then : XXXX XXXX hundred bill, XXXX XXXX dollar bills, XXXX XXXX dollar bills, XXXX XXXX dollar bill It 's when I made that 4th deposit that the machine seemed to get stuck. When I went into the branch office, one employee said, the machine says bill is jammed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-07

Lords Point, CT

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

2017-08-01

Key Biscayne, 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

2017-07-25

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I got a tax bill my supplemental property taxes which in California is my responsibility although I was never told this in my seven years of home ow nership. I have h ad two o ther lenders and in the past have gotten a letter saying I have a tax bill that is not covered or that there is n't enough money in the escrow account etc.. I am given the option to pay it or I can do nothing and they will pay it and my monthly payment will go up. I have not received anything from this company and I did not even receive my tax bill in the mail. I got a bill in the ma il X/XX/2017 saying my tax bill was delinquent and I had to pay. I also have a {$420.00} fee now. I called the company and all they said was it is not their responsibility. They said I can send the bill in and they will take it out of my escrow account I told them they should pay the fee but they just repeated it not their responsibility.This company also paid my homeowners insurance late. I had to call my insurance company and talk to them and pay a late fee, so I am really unhappy with their customer service and I do not appreciate them paying my insurance late and my not letting me know about my tax bill and letting me they are not responsible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-25

Rawsonville, MI

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

2017-07-24

Hickory Hill, TN

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

2017-07-24

Eatonton, 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

2017-07-23

MI

Incorrect information on your report

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

Account information incorrect
Complaint: Account # XXXX & Account # XXXX I have had 3 loans with XXXX. One I closed out very early, due to problems. The othe 2 loans, I always paid a few years in advance. As the loans became due again, I would ask the teller to reapply principal to the unpaid balance. Each & overtime ic came to Bank to make payment. On several occasions I would have to wait for 10/15 minutes whiles the teller called that appropriate office for this request. Teller would write a receipt and I would been my way. Tellers were also informed that I had 2 accounts as well, so there was no confusion. I had multiple withdrawal slips at the XXXX XXXX, MI Branch for withdrawal slips, staff could go into account and always keep the account current. XXXX XXXX was the manager at the XXXX XXXX Branch at the time. Afterwards there was a lady name XXXX at the XXXX XXXX Branch. I now work with XXXX at the XXXX XXXX. Branch for a little more than a year, and have had no serious problems that could not be handled within the Branch. 4 Lates on one account and on late on the other has seriously crippled my scores. They should be running in the low XXXX XXXX and these 5 later showing for {$50.00} payments is something that is not my fault. The fault lies with the tellers not knowing what they are doing and telling the customer, that they could not complete the request at this time. I explain to XXXX what I need, and if it ca n't be done at the moment that I am there. He will inform me as to when the task will be completed. Also whether I need to come back into the Bank to sign a slip. The results I am looking for are that all later are removed from both accounts. I have had 5 years of perfect pay history with the other 3 Fiancial Institution I have dealt with on Installment loans for {$170000.00} and have paid them all off as this year. These are the last 2 that I have and will retire the XXXX debt on each account the beginning of next year. Please investigate and let me know the results at your earliest convience. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-22

Dallas, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: my mother passed away and the mortgage company stopped accepting the mortgage payments and are trying to foreclose on the property and the property is deeded to me and the deed is filed and on record and are not willing to work with me as far as a loan modification or letting pay off the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response