FLAGSTAR BANK, FSB
Consumer Complaints
There are over 2652 complaints on file for FLAGSTAR BANK, FSB. Dated between 2019-12-13 and 2011-12-23.
Complaints Page 3
2019-11-04
Glendale, CO
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: My Husband works in XXXX and was out of work due to the snow therefore we fell behind on the mortgage which then we reached out to Flagstar and spoke with an agent. XXXX sent out an application to apply for modification after all documents were sent we were reassured that we would be okay BUT we received a letter months later declining our application. I then reached back out to XXXX and spoke to him regarding the mail which he then stated we can redo BUT at that time we were so far behind and a notice for foreclosure had been sent to the home.
My Husband and I had placed our family home up for sale after reaching out to a Realtor which he was willing to sale but advised that filling for Chapter XXXX Bankruptcy is also an option.
My family had told us about a program called XXXX whom can assist which Monday we had reached out to them to learn our options. XXXX had sent over ALL documents needed BUT after 2-3 months they stated they have not received any documents. XXXX representative faxed and emailed documents which also included confirmation BUT in that same email Flagstar replied stating they still have not received documents.
I went along and filled Chapter XXXX so we wouldn't lose the home because the sale date is XX/XX/XXXX which my Lawyer has been in communication with Flagstar but having a hard time getting anything out of them or complying.
XXXX and my Lawyer both called me again XX/XX/XXXX asking if I still wanted to move forward which we do and are attempting to contact Flagstar AGAIN but informed me that I am able to make a complaint which i was told to do so months back but i wanted to give them an opportunity which they have failed yet again. At this point everyone is frustrated with Flagstar
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-02
Lewisville, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I sent in an application to Flagstar Bank to establish an escrow account, they sent me an approval letter stating that I needed to send them a check or money order for {$4200.00} and sign the two included documents and as long as I had them sent before XX/XX/XXXX, my new monthly payment would be {$1400.00}.
I sent them the check and the signed documents on XX/XX/XXXX. The {$4200.00} was taken out of my account XX/XX/XXXX. When I went to check my account today ( XX/XX/XXXX ) to make sure the new amount of {$1400.00} was taken out I saw that they were still taking out the previous amount ( XXXX ) which is only my mortgage and not my property tax.
Furthermore, the same amount of {$950.00} is due to be billed at the beginning of XXXX as well meaning they have not set up my escrow account even though they took my {$4200.00}.
When I called them to confirm that they did indeed receive my check and signed documents the woman I spoke to said that, yes they got my check/documents, but she needed to send a request to the escrow department which would reply in 3-5 business days to make sure they actually did set up my account.
When I asked how I was supposed to proceed from there regarding payments since there is about {$400.00} that needs to be accounted for she had no answers an just said we needed to wait to hear from their Escrow department.
It should not be taking this long to sent up an escrow account, especially considering they already had the time to cash my check - they should have had the time to set up my account as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-01
GA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have a mortgage with Flagstar Bank. They offer autopay, but they will only let you sign up within a particular timeframe ( e.g., X days before your montly payment is due ). I have tried several times to sign up for autopay, but since it is not X days before the due date, they will not let me. I then get charged late fines when I don't remember to pay on time. This would be avoided if I could sign up for autopay. It appears that they are employing this policy to discourage customers from signing up for autopay so as to earn more money in late fees. I can only imagine that the same has happened to other customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-01
El Paso, AR
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I'll be short and sweet. Having undeniable, objective financial difficulties. Asked Flagstar Bank for help with mortgage payments, supplied a mountain of paperwork and proof of my hardship ( s ), and was denied. Appealed, and denied again. The reason? Because I'm not more than 30 days late on my mortgage, which I actually am. How would a few more days make any difference?
Hmmm ... I meet the criteria, I provided the proof, I get denied. How similar my situation looks to at least one multi-million-dollar-lawsuit. Oh, you want links? Here you go!
https : //www.consumerfinance.gov/about-us/newsroom/cfpb-takes-action-against-flagstar-bank-for-violating-new-mortgage-servicing-rules/ https : //www.hbsslaw.com/cases/flagstar-mortgages https : XXXX https : XXXX https : XXXX And here is Flagstar 's STELLAR, one-star cumulative ranking at consumeraffairs : XXXX XXXX XXXX An exceptional company is defined by how it handles its exceptions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-01
Jackson, MI
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-30
Jackson, NJ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-29
Creston, MT
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-28
Dentsville, MD
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
2019-10-28
Hamburg, MI
Managing an account
Checking or savings account: Other banking product or service
Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-28
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-25
Washington, DC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-25
Point Arena Air Force Statio, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our home in XXXX XXXX California was destroyed by fire on XX/XX/XXXX. Since that time we have worked extensively with the insurance company and Flagstar Bank.
Now the home repair construction is complete and the inspection results by the bank exceed 95 % completion. According to the bank 's procedures they must release all the funds so we can pay the builder and gain occupancy.
We sent the final payment from the insurance company to Flagstar on XX/XX/2019 by over nightmail with a return overnight mail envelope as specified on their website. They cashed the checks ( 1 for {$23000.00} and another for {$5000.00} ) on XX/XX/2019. Despite seven phone calls since XX/XX/2019 and receiving promises they would send the funds in the next couple of day at the end of every phone call, the money has not been sent as of XX/XX/XXXX. Just today we received a promise the funds would be sent on Monday XX/XX/XXXX.
We have made commitments to propective renters to make the house available but we can not go forward until the builder is paid. Would you please see if there is any way that you can convince Flagstar to move forward with disbursement of these funds?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-25
Washington, DC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-24
Fort Worth, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-24
CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2019, I received a request from Flagstar Bank requesting proof of flood insurance. I provided proof of flood insurance in the the following two ways : + On XX/XX/2019, my insurance agent XXXX XXXX from XXXX XXXX faxed a copy of the proof of flood insurance for my condominiums homeowners association to the fax number provided on the notice.
+ On XX/XX/2019, I uploaded the same proof of insurance document to the website and received the enclosed confirmation.
On XX/XX/2019, I received a Second and final notice to provide flood insurance saying that I did not respond to the initial notice. I was surprised to receive this second notice because I provided proof of flood insurance twice on the dates above.
On XX/XX/2019, I called the customer service number provided on the notice and spoke with XXXX who confirmed that she definitely saw proof of flood insurance on my loan. XXXX verbally confirmed and mentioned that she noted in the loan notes that Flagstar Bank has my proof of flood insurance from XXXX XXXX. She mentioned she would investigate why I got the notice and told me to call back on Tuesday, XX/XX/XXXX.
Im hesitant to spend any more time on the matter since Ive provided proof of insurance. Im especially concerned because XXXX was not able to send me any email or written confirmation that she had the proof of insurance. In my experience with Flagstar Bank insurance requests in the past, I have called multiple times with proof and the customer service agents tell me that the received proof, but Ill need to call back. When I do, they tell me that they never received the proof and it will take several days to research the matter again. Last year, I spent more than 15 hours trying to get confirmation that Flagstar Bank had received proof of my homeowners insurance.
I would hate to think that Flagstar Bank is purposefully and intentionally stating that they did not receive the proof of insurance in order to purchase the flood insurance on my behalf and add the purchase to my loan amount. However, after my experience last year and with this second notice, Im inclined to believe that Flagstar Bank has received my proof of insurance, but is intentionally stating that they did not in order to profit from this insurance requirement.
It's my hope that the error can be remedied quickly. I've also sent Flagstar Bank this same information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-24
Atascocita, TX
Incorrect information on your report
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-23
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
2019-10-23
Rockwell, NC
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I have been a loan modification process with flagstar since XXXX of this year. I feel flagstar is stinging me along. I am two months behind and all im asking is to stop the late payments and put me on a repayment plan or lower my monthly payment amount.
The last straw with them was on monday when i called because yet another letter comes stating my application is incomplete.
I call and im told im missing documents that I clealry submitted on XX/XX/XXXX.
Im fed up and dont know what to do
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-22
Lilburn, GA
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
2019-10-20
Clarks Green, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-18
Jupiter, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have a conventional loan with PMI at flagstar bank, the principal is under 78 % the value of the home, and I requested the PMI be removed. They didn't respond to my first request so I made a second request and they demanded I pay them {$150.00} for a new home valuation. However when I got the loan I was informed the PMI would be removed once the principal was under 80 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-18
Buena Park, CA
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
2019-10-16
Glenarden, MD
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-15
Minneapolis, MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On Friday, XX/XX/2019 I received a letter from the bank ( Flagstar Bank - XXXX XXXX XXXX, XXXX, MI XXXX ) that services my home mortgage. The letter stated that they received a request to update the mailing address for the mortgage loan account. The address is completely unknown and unrelated to me or my wife - who is also on record as the account owner.
Per the advice within the letter, I attempted to contact the bank to notify them at XXXX if I did not request this change. However, the bank does not accept calls after hours. Furthermore, the bank was closed on Monday, XX/XX/XXXX in observance of XX/XX/XXXX. This delayed my ability to notify them of potential fraud on my account.
On Tuesday, XX/XX/XXXX, I was able to locate a phone number ( XXXX ) for the bank 's " Mortgage Fraud Investigation Unit ''. However, this phone number is voice mail only, with no option to speak to a live representative.
I proceeded to call customer service at XXXX. The agent who answered informed me that the request they received was initiated by the United States Postal Service. However, she told me she was unable to send to me a copy of the exact request that they received.
She then escalated my issue to a manager on duty. She again claimed that she was unable to send to me the request they received from USPS. Furthermore, she declined to send me a copy of the notes she had taken during our call, in order for me to confirm that she properly captured my concerns.
Below is an itemization of my concerns : 1. This could be a potential attempt from criminals to impersonate me and/or acquire personal information that could be used for unlawful activity.
2. The bank 's inaccessibility and unwillingness to take immediate action to investigate only gives potential criminals additional time to conduct malicious activity.
3. During my call to customer service and when escalated to management, at no point were extra measures taken to verify my identity. For all they knew, I could have been the criminal!
4. During my call to customer service and when escalated to management, at no point did they offer to correct the erroneous information on record in their system. I had to specifically ask them to do this.
5. During my call to customer service and when escalated to management, at no point they they provide to me instructions on how to further protect myself in the event of a malicious attack ( i.e. change passwords, alert credit bureaus, etc ). Furthermore, I was told that they are unable to attach a special alert to my account in order to heighten scrutiny on account activity XXXX including login attempts ) during a time of a potential breach.
6. Both the customer service agent and the manager advised me to contact the USPS to try to investigate. At no point did they offer to assist, despite the possibility that the error was internal and clerical in nature. Furthermore, by not promptly providing the necessary information to utilize in an investigation with the USPS, I was limited in my ability to take action.
7. I had requested to the manager to have someone from their fraud investigation department to contact me. No such contact occurred. On top of not being available outside business hours, the inability to speak live with an internal security specialist and the lack of prompt action after a report of a potential compromise of customer data is unconscionable! Criminals certainly don't take days off and the longer an investigation takes, the more potential for damage to be done!
8. Clearly this organization has extremely poor internal procedures for how to handle potential breaches of customer data and provide guidance to customers on what actions to take, along with assurances that customer data is safe. How can I ensure that I am protected?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-13
Ridley Park, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I recently closed on a new conventional mortgage loan through my local lender, XXXX XXXX XXXX , XXXX, located at XXXX XXXX XXXX XXXX, XXXX, PA XXXX.
Shortly after settlement, the loan was sold to XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, TX XXXX, and appears to have been immediately re-sold to Flagstar Bank. The loan closed on XX/XX/2019, with a first payment due date of XX/XX/2019.
I received a payment notice in the mail from both XXXX and Flagstar requesting I make my XXXX payment to both companies. Additionally, the monthly payment notice from XXXX had the correct total monthly payment due, but the payment notice from Flagstar was missing my school tax escrow, so the payment amount they, ( Flagstar ) was requesting was incorrect. I have been going back and forth between XXXX XXXX, XXXX and Flagstar to try and get a resolution to this, but to no avail.
In fact, I did a soft credit pull and both XXXX and Flagstar are listing the same mortgage, which has caused my credit scores to drop.
To add insult to injury, Flagstar recently me a letter claiming my Homeowners Insurance has expired, when this was completely paid in full at closing.
This comedy of errors on the part of Flagstar bank has caused much emotional stress, and caused my pristine credit to suffer. I have been trying to get this issue resolved for the better part of a month to no avail.
This is a disgrace and Flagstar should be investigated for their poor loan servicing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation