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 30
2017-07-20
ME
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On XX/XX/2017 I received my mortgage statement in the mail. I looked at it and it had a next payment date of XX/XX/2017 and I thought that was odd. I turned it over and saw that flagstar had entered in 3 fee amounts of {$990.00} all on the date of XX/XX/2017. Then it showed 2 payments of {$1400.00} posted to my account on XXXX. I made a payment of {$1400.00} on XX/XX/2017. I have no idea what happened so I called Flagstar. I recording of my account information said I made a payment of {$15.00} on XX/XX/2017. I waited and talked to a girl and she said I was not due for another payment till XXXX and I said something is wrong I did not make all these extra payments and she said do n't worry just pay when it says to. Flagstar has applied someone else 's payment to my account before so I 'm assuming that is what happened. The girl opened up a case and I asked that someone call me and today is XX/XX/2017 and no one has called me. My case # is XXXX. I have been also checking my credit bureau and the balance on that for the month of XXXX shows a balance of {$210000.00} but Flagstar is showing a balance of XXXX that is a difference of {$2200.00}. The Credit Bureaus receive the update from the company every month so something is wrong with that. I want Flagstar to fix what is wrong and correct it. I am still waiting to hear back about the other case I have with Flagstar # XXXX that involved my modification and not removing my ex-husband and not having him sign any of the paper work and making me the borrower but he is still on the modification as you can see with the attachments I am sending he is still the primary borrower.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-17
Baton Rouge, LA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan was transferred to Flagstar Bank. First they did not pay my tax bill. It took several calls for this to be resolved. My first payment I attempted to make online had two numbers from my account transposed. When the payment failed they contacted me and I made it immediately over the phone. I have received my XXXX statement and I am being charged {$25.00} Total fees ( including late fees ) The rep explained it was for an NSF. When I explained what had happened and that there was NEVER AN NSF she said she would send a request for review. The case number given is XXXX . The reps name is XXXX and I talked to her on XXXX . XXXX .17 at XXXX .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2017-07-14
Grangeville, LA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I requested a HAMP Modification to my mortgage in XXXX from Flagstar Ban k. I worked through the difficult process of sending required documents that were lost and did not receive communication back. I was uncertain of Flagstar ability to process the loan so after 4 months of no progress, I sent in a mortgage payment. I sent two mortgage payments to Flagstar and both were sent back to me b y Flagstar. I continued with process and began emailing any staff at Flagstar regrading by modification. My complaint is that I was just informed by my current mortgage lender, XXXX XXXX , that Flagstar did process my modification under HAMP after I asked for a Payoff quote. It appears that since my interest was n't lowered, years added to loan for a total of 40 years, and deferred principal amount of {$26000.00}, Flagstar merely completed a streamline loan modification. Therefore, my loan was n't a HAMP as I intended and the deferred principal was n't forgiven.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-10
Sweet Home, OR
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
2017-07-07
MO
Struggling to pay mortgage
Mortgage: Other type of mortgage
Complaint: On XXXX XXXX, 2013, our home went into foreclosure while going through the process of loan modification. We were told not to make payments while going through this process because it would delay the process. Each time we would call, they would tell us to send another copy. After numerous paperwork sent and 10 months later, we received a letter from Flagstar 's Attorney stating that our home would be sold on the courthouse steps in XXXX, AR. XXXX. We owed {$200000.00} on our home. They sold our home for {$110000.00} but yet they would not work with us to keep it. Due to Flagstar 's actions, needless to say, our credit report has shown negative and derogatory information for 4 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-06
Brushy Prairie, IN
Managing an account
Checking or savings account: Other banking product or service
Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2017-07-03
Houston, TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I have a loan with Flagstar Bank for my mortgage. I did make payment on my property taxes and for my flood insurance for XX/XX/XXXX. I paid {$5300.00} for property taxes. Flagstar paid the taxes at the same time as I did. They are now increasing my monthly payments from {$880.00} to {$1700.00} a month. It is an extraordinary jump. Furthermore, I am a single mom, and I frankly can not afford this. I need to be contacted immediately to see how I can rectify this. This is payment, effective as of XX/XX/XXXX. 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
2017-07-03
Atascadero, CA
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
2017-06-29
Brookfield, NH
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
2017-06-27
Cowan Heights, CA
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
2017-06-26
Newnan, GA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: InXX/XX/XXXX, I got behind one month on my mortgage payment with Flagstar Bank, due to a financial hardship on my job. Flagstar Bank employees set me up on a Home Affordable Modification plan without discussion the details. I signed the modification plan and submitted it back to them. In XXXX of XXXX, I attempted to sell the home and found that there was a lien on the mortgage for {$34000.00} to Federal Housing Authority. This was never explained to me, nor did I have any knowledge of it. I was only behind one month on my mortgage note. If this had been explained to me, I would have never agreed to this. I have the document they sent to me to signed, there is no mention of borrowing {$34000.00} from FHA. I contact them to see what happen to the fund they borrowed? They told me it was used for the modification and the remainder was applied to my loan. I did not see my loan decrease. therefore I am requesting that this matter be investigated. I paid FHA back the {$34000.00} from my life saving in cashiers check. Therefore I am requesting that my funds be returned to me. This type of practice is wrong and manipulative and should not be tolerated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-26
ME
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: I had a modification with Flagstar Bank in XX/XX/XXXXwith my then Husband, in XXXX we were divorced and I applied for another modification on my own. I went to court and Flagstar took forever missing documents and everything else. My house almost foreclosed and 2 weeks after court they called me at work and said they could help. For the beginning I said I need my ex-husband off of the modification and they said not a problem. I signed all the documents. I had lots of questions when I got the paper work and no one would call me back or answer my emails. The modification paperwork came in and The breakdown of my trail payments had myself and my ex-husband. The modification agreement has us as a husband and wife with me signing as the borrower. My ex deeded the land to me because Flagstar asked that of him. They also had a letter from my ex saying he has n't given any money towards the mortgage since XXXX. New gave me a new principal balance then added on a XXXX promissory note in my name only as the borrower. With the already new principal balance of XXXX. So I went from a current unpaid balance of XXXX to XXXX + XXXX = XXXX. I am so upside down on this modification that I ca n't do anything and to top it off they only asked for my income my ex was not involved and Flagstar knew he needed to come off the note from XXXX. This paper work is so screwed up and they wo n't do anything for me. Can someone help or tell me what to do. My name must have come up for the class action lawsuit because I received another check this past weekend. PLEASE HELP ME OR SHOW ME THE WAY!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-26
Kenosha, WI
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
2017-06-23
Keytesville, MO
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-23
Detroit, MI
Managing an account
Checking or savings account: Checking account
Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-23
Napoleon, ND
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: We submitted an application for loan modification to Flagstar Bank on XX/XX/XXXX through their online upload system. We received a letter from them dated XX/XX/XXXX that 2 pieces of info were missing, a signed and dated XXXX Form and 2 months of recent bank statements. I uploaded those documents on XX/XX/XXXX. A letter from Flagstar dated XX/XX/XXXX stated that our " application for a foreclosure prevention alternative or loss mitigation option is COMPLETE. '' The next correspondence was dated XX/XX/XXXX and not received until XX/XX/XXXX stating that we were " ineligible '' for 7 different options because we " failed to provide the necessary information required for evaluation. '' This information contradicted that of the XX/XX/XXXX letter. I spoke with XXXX XXXX on XX/XX/XXXX about my confusion since I had not been informed of missing info. He checked and discovered that an awards letter for my worker 's comp income was needed and was not sure why it had n't been requested. He also stated that I needed to resubmit bank info. I explained that since my original application my worker 's comp amount decreased and asked if I needed to resubmit income/expense sheet ; he said no. XXXX gave me his personal email to get him this info when I received it so he could expedite our application when he got it. I was not able to email directly to him and left him messages on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX reflecting that problem. XXXX finally returned my call later on XX/XX/XXXX and suggested I simply upload the documents as I had our original info. I uploaded the info immediately. The next letter from Flagstar dated XX/XX/XXXX again stated that our " application is INCOMPLETE. '' The reason again was missing bank statements. XXXX called on XX/XX/XXXX with an update. He said Flagstar was now requesting Social Security income info. Nobody was/is receiving Social Security. I expressed my frustration to XXXX at this time about this process taking a long time and that I had previously submitted banking info. He admitted not understanding why it was requested again but to resubmit. I uploaded info again on XX/XX/XXXX. Another letter from Flagstar dated XX/XX/XXXX still showed our application was " incomplete '' and " TIME IS OF THE ESSENSE. '' XXXX called on XX/XX/XXXX stating that my banking info was still outstanding. He finally told me that this info needed to come directly from the bank with the banking institution information on it. This would have been nice to know with the original application in XX/XX/XXXX. I uploaded this info on XX/XX/XXXX. The next letter from Flagstar was dated XX/XX/XXXX still stating there was missing info. I ignored it guessing that what I uploaded on XX/XX/XXXX had n't reached whoever needed it before another letter was sent. XX/XX/XXXX we again received a letter stating our " application remains INCOMPLETE. '' In addition, " We regret to inform you that we are unable to evaluate your request for assistance and will be closing our file. '' Upon receipt of this letter on XX/XX/XXXX I immediately called XXXX for an explanation. I left XXXX a message that was NEVER returned. Life happens and I did n't think about it again until receiving a letter on XX/XX/XXXX dated XX/XX/XXXX. This letter stated we are " approved for a Trial Period Plan to modify [ our ] mortgage payment. '' We " will be required to make three monthly payments in the amount of {$1400.00} each. '' We were given until XX/XX/XXXX to accept this offer. This amount is more than the previous monthly payments which was {$1200.00}, that we have n't been able to pay since XX/XX/XXXX. I left a message on XX/XX/XXXX with Flagstar rather than XXXX since he had n't returned my call from XX/XX/XXXX. When I called again on XX/XX/XXXX I requested to talk with a supervisor. I left a message for XXXX XXXX ; I had also been given his direct number. On XX/XX/XXXX I again left a message for XXXX to call me. XXXX has NEVER called me back. I have hang ups from XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ; yes, hang ups, no message left. Finally, today, XX/XX/XXXX XXXX called. It was a follow-up call to see what our " intentions '' are. I explained to him that the " modification '' was unacceptable. XXXX tried to make it appear that we 've not tried to contact Flagstar or work with them to remedy our situation. I feel he was trying to get me to admit that we could not afford our home. All it seemed that XXXX wanted to do was argue that I should have tried calling again rather than wait for a call to be returned. If Flagstar would legitimately work with us I feel we could save our home. My husband and I both have upcoming hearings with worker 's comp to dispute our income reduction and termination. My husband also has a future hearing with XXXX XXXX XXXX. I feel Flagstar purposely drug their feet in determining their " plan '' for us. I would be hesitant on reapplying for a modification knowing what we 've already dealt with. Looking back there were red flags from the beginning of our loan process. Flagstar " required '' extensive documentation showing that my worker 's comp income would continue and a guarantee that if it did n't that I would in fact return to work. No one can make a guarantee like that. We were locked in at a certain percentage rate. Our builder blamed the bank and the bank blamed the builder for not having a definite closing date. We were penalized and our rate was increased. The bank 's home inspector failed to make sure our home met the covenants in our development and we were n't aware that our garage is too short by almost three feet until we tried to park my husband 's truck in the garage before our first snow storm in XX/XX/XXXX. ( When I told XXXX that Flagstar 's home inspector failed us his response was that the " investor '' just provide the money and is not responsible for home inspections. '' ) Our garage floor was full of cracks within two months of the pour. The inspector did n't document this, to our knowledge, and our builder still refuses to fix it. We are more than frustrated and disappointed with Flagstar and simply want to stay in the home we built.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-21
Orion Twp, MI
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2017-06-15
Great Falls, MT
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I noted my mortgage payment check has not been cashed. I called them today and spoke to someone named XXXX . She told me my payment was being held in the XXXX post office due to a mail delivery problem and not to worry, I 'm not the on ly one and they have put a stop on a late charge due to the mail delivery delay. The bank is Flagstar bank. Phone # XXXX . Pymt amt of XXXX . I told them I never heard log such a thing and why have they not notified customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-14
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
2017-06-11
WA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Hello - I just realized, after reviewing the latest escrow shortage document from Flagstar Bank, my mortgage lender, that I 'm being charged mortgage insurance. I should not be paying mortgage insurance as my principal to house value is currently at 62 %. I 've calculated that Flagstar owes m e {$6100.00} in payments for mortgage insurance that I should not have had to make. Please see the uploaded document for the calculation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-07
N Brunswick, NJ
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-06
Glendale, CA
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
2017-06-01
WA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Flagstar reported my account 30 days late on XX/XX/16 before notifying me that my payment had been returned through the auto-payment system. The company claims to have a policy to not call customers if a payment is returned or past due. This policy contradicts being informed by XXXX at Flagstar that the company called me twice but the company entered my phone area code wrong, which she documented in my account. <P/>Further, Flagstar emailed me XX/XX/16 that my payment had processed. I received additional emails my statement was ready, but no email communicating an issue. I was later informed Flagstar 's email system is set up only to send payment processed confirmation emails. This is not a true statement based on my XXXX documentation. <P/>I was not notified my payment had been returned until I received a first postal mail dated XX/XX/16 which arrived two weeks later - on XX/XX/16. This first notification was too late to avoid the XX/XX/16 deadline. Despite immediately diagnosing I 'd deposited into the wrong checking account, paying, and contacting Flagstar, I was reported as late. <P/>A week later, I received a second postal mail dated XXXX postmarked almost a week later on XX/XX/16. It arrived at my house on XX/XX/16. I emailed a photo of the letterhead and postmark to the company to substantiate the communication delay and asked to not be reported late based on a one-time mistake, immediate fix, and company delay. <P/>I escalated to the Dispute fax at the company requesting removal of the derogatory mark, and received two conflicting postal letters - 1. that my request to overturn did not match my account records and 2. that my request to overturn was denied. <P/>I also escalated to XXXX XXXX, Office of the President. After multiple weeks I was finally told the company policy is to not call customers and that the email system which had assured me my payment was processed was unable to email anything else. The company claims my agreement to auto-pay is final. However, since I provided my email upon subscription for auto-payment and receive payment communications, I believe the system should reasonably also notify me of payment issues. Further, I was informed by XXXX the company sent a letter XX/XX/16 - I never received any such a letter. <P/>I take responsibility that I sent my first 'remote ( phone ) deposit ' of my renter 's check to the wrong checking account. It was a mistake. But since I 'd received an email that my payment had been processed and no email there was a problem, and no phone call as I would have expected with any past due amount or problem, I was not given the fair chance to act to resolve it - as I immediately did when I first learned too late on XX/XX/16. <P/>I had the funds all along and was able to prove this to Flagstar in the form of a bank letter and bank checking account ledgers. The funds continued to sit in the wrong account which I do n't monitor because all of my deposits and debits auto-draft.
<P/>
I believe Flagstar entering my phone number area code incorrectly and its qu
estionable and conflicting policy of not calling customers when a payment has not processed despite the Agent informing me I 'd been called twice, combined with sending an email my payment processed but no further emails created a false sense of security. <P/>If I had received any form of timely communication I would have been able to react in time to fix a simple mistake and protect my credit history. Instead I 've suffered a XXXX point credit score drop, a 1.6 % higher conventional mortgage APR, and denial of a jumbo loan which has jeopardized my ability to move for my job and afford to buy a home for myself and my sons in a new city.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-01
San Francisco, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I used a mortgage broker to refinance a loan a few years ago named XXXX XXXX . Upon closing the loan, it was sold to a third party called XXXX . That has been the mortgage servicing bank I 've used since.
Recently, I started receiving constant robo-calls and direct calls from Flagstar Bank stating that they needed to speak to me about a very important " business matter. '' I ignored the calls as I had never heard of them before, did not have any business with them and after a XXXX search of their poor customer service, had no interest in working with them.
Unfortunately, unbeknownst to me - XXXX sold my mortgage to Flagstar, but neither bank properly notified me. They sent letters allegedly to the wrong address. They did not attempt to contact me to explain the situation and kept harrassing me that they were sending me to collections. Never explaining that they were my new loan service provider.
When I did call them, they asked me to provide them my social security number - again, not something I was going to do to a random company I never heard of. When I protested, they were incredibly rude and did not offer any explanation as to why they were continuously hounding me on the phone. I think I have at least 20 calls from them over the course of 45 days.
Net net - I 've now made payments to the bank and am in good standing. But this bank 's poor mortgage transfer communications along with their harrassing and menancing calls is unacceptable. The people at this bank should not be allowed to treat customers in this way!
I have to imagine there are guidelines in place in terms of what requirements both banks must abide by when selling and transferring a mortgage between providers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-24
Huntsville, AL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation