FLAGSTAR BANK, FSB

2016-03-28

Charlotte, NC

Loan modification,collection,foreclosure

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

Disputed: No Timely Response

2016-03-26

Bremen, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: On Friday, XXXX XXXX I called the CFPB with questions about Flagstar Bank 's Consent Order and was given telephone number for a settlement refund line and Flagstar Bank. I called the Payment Administrator at XXXX and spoke with XXXX. I stated no, I did not get a postcard but I was sure I should be on the list. I then called Flagstar Bank at XXXX and spoke with XXXX. He asked for my old account number which I did not ave readily available so he used my social security number. XXXX told me that I was not on the list because I was never in the Loan Modification process. I told XXXX in XXXX XXXX, I started inquiring about a loan modification due the difficulty I was having in making my payments. Starting XXXX XXXX, XXXX, through XXXX XXXX, XXXX, I received and sent loan modification package information to Flagstar Bank. On XXXX XXXX, I called XXXX XXXX to get a status on my application and XXXX told me my application was denied. The application was denied because I was deficit {$320.00} Basically, XXXX explained I could not afford the mortgage. Early XXXX XXXX, I received a certified letter from a law firm stating my loan was in default and I could lose my home. I contacted a law firm that supposedly stopped the court proceedings and offered loan modification services.This law firm, XXXX was quite costly at approximately {$8500.00} and proved to be not so trust worthy. Then on XXXX XXXX, XXXX, XXXX XXXX called from Flagstar and conducted a XXXX, borrowers financial interview along with receiving letter dated XXXX and XXXX/XXXX/XXXX acknowledging receipt of loan modification packages starting a new application. On XXXX XXXX, XXXX, Flagstar announced my mortgage had been sold to XXXX XXXX effective XXXX XXXX, XXXX. So XXXX look further into his system abd he found where yes, XXXX had applied for loan modifcation, etc. XXXX gave me case to reference and stated he would escalate. I wonder how many other consumer may be overlooked like me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-03-24

Del Sur, CA

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2016-03-24

Albuquerque, NM

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I was a victim of Flagstar Bank 's default servicing practices that were identified in your 2014 Consent Decree. I was forced into bankruptcy due to Flagstar. Upon dismissal if bankruptcy, I was to obtain modification from Flagstar, but at the same time the mortgage servicer was changed from Flagstar to XXXX XXXX and I had tremendous problems with XXXX and Flagstar obtaining information related to the terms and conditions of my modification. Even though XXXX XXXX was identified as my mortgage servicer, Flagstar has taken me to court and now wants to foreclose. it has been unclear to me who the current servicer is even though I know that the companies are supposed to give notice when there is a change. I have also noticed that you have obtained a Consent Order against XXXX XXXX. I am nor sure where I stand regarding ether of these Court Orders. At a minimum, I believe that neither company has complied with the terms of the Court Orders. Can you please advise me where I stand regarding the XXXX Court Orders.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-03-23

Columbus, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-03-20

Tucson, AZ

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Flagstar Bank has taken so long to fulfill each step of the process in my short sale, that I have been in short sale for more than 15 months, have lost XXXX buyers ( the last buyer in XXXX XXXX ) after Flagstar refused to respond to my Short Sale Team at XXXX XXXX XXXX. Arizona for mroe than FOUR months. I have now been sued by my HOAs attorneys and have received a letter of intent to wage garnish, while I struggle to keep the electricity on, deal with medical testing, and to keep up a house I can not sell because of Flagstar 's Negligence. Also, XX/XX/XXXX, before I put my house up for sale, Flagstar REFUSED through the loss of my paperwork three times, to allow me to obtain a Workout for my mortgage, so I applied for HUD assistance and obtained it. However, I failed to be able to regain my footing in the job market fast enough, had to work odd jobs etc. and finally took a job paying XXXX % of what I made when I bought my home in XX/XX/XXXX. I came out of the HUD program in XXXX XXXX when I put my house on the market and sold it XXXX times, each time losing the buyer because of Flagstar Bank, despite my having XXXX Real Estate advocates who have a phenomenal track record in processing short sales here in XXXX Arizona. I did not find out about CFPBs action against Flagstar XX/XX/XXXX until this week, but it seems I fall into this category of consumers, as well. I am now being threatened with wag garnishment because the XXXX Lien Holder 's ( my HOA ) attorney is no longer honoring the agreement they signed to receive their payment at the closing of my house. Of course, if Flagstar Bank continues to force me out of short sale, there is no way my HOA can get their money owed. I also lost my Hazard insurance DURING the short sale because Flagstar, who pays the insurance out of my mortgage illegally informed my insurance company ( XXXX Underwriters who are contracted by XXXX ) that my home was in short sale. XXXX INVENTED a problem with my paperwork, lost said paperwork for a claim filed more than 2 years previously with my roof damage, and claimed I never sent them paperwork and photos, even though they approved the claim and paid me ( and then they later RENEWED my insurance without a problem -- why would they renew my insurance again if there was a problem 2 years before? ) So the this required Flagstar Bank to buy insurance they claim cost them {$3000.00} per year to cover my house during the short sale, which is added onto the closing costs, thereby reducing the HOAs and HUDs cuts further. Add to this Flagstar Bank 's refusal to cooperate with my Real Estate Team and processors, and you have the consumer taking the brunt of the Bank 's negligence after 15 months of short sale. I have no money for a lawyer at this point and wage garnishment will mean not being able to keep my utilities on. I live in a rural area and am barely able to afford to keep my XXXX year old vehicle on the road. Please assist me and let me know what I can do to stop the actions against me resulting from Flagstar Bank 's refusal to work with my Real Estate Team during the last XXXX offers on my house. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-03-18

FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Payments have been made twice a month, in advance, for over 5 years. The bank continually delays posting the payments and periodically assesses late charges incorrectly. Now they have actually returned payments. As of now, the interest charged on the account is far in excess of what is actually due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-03-17

Lake Ronkonkoma, NY

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

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

Disputed: No Timely Response

2016-03-17

East Orange, NJ

Credit decision / Underwriting

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

Disputed: No Timely Response

2016-03-16

Antonia, MO

Account opening, closing, or management

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2016-03-14

Okc, OK

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2016-03-12

Wonder Lake, IL

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: To whom it may concern, During mortgage refinance process, Flagstar provided me deceptive/unclear information, and unfairly treated and denied my refinance application. XX/XX/2016, Flagstar had promotion online offering interest rate of 3.375 % ( APR around 3.5 % ) with a closing fee around {$11000.00}, I called in and get informed that I could start the refinance application and my credit score was checked with approval ( above XXXX range ). I decided to pay all closing cost upfront to lock the 3.375 % rate. Currently, my mortgage rate is 3.75 %, and monthly payment is {$1800.00}. After the refinance, the monthly payment would be around {$1600.00}. Next day I received an email indicating the bank thought the refinance would not be beneficial for me. I called in and was informed by a rep that the bank had some policies called net tangible, the bank could not recoup the cost in 24 months so could not continue with the application. The terms they used were very vague financial language that a normal customer could not understand. I stated the bank 's decision was not for my benefit, because I calculated if I pay closing fee upfront, I will still save {$30000.00} over 30 years. I could not understand how they could make a decision on my behalf, I further informed the rep I would like to continue with the application or they might lose me as a customer. The rep said he would reach to management for an exception. I was later informed the exception could be made. Next three weeks, my wife and I both spent days reviewed and signed all the loan documents Flagstar provided, gathering and submitted all the documents they requested. Refinance application was in progress until XXXX/XXXX/2016. I received a call from the same rep, stated, '' sorry we could not refinance because Illinois requires Net Tangible policy, we could not help you. '' Again without any explanation on what Net Tangible policy was, the rep suddenly hang up. I requested an official rejection letter in writing with clear explanation of why I get rejected 2 times, and they provided a letter with one line : " Rejected due to Net Tangible Benefits ( NTB ) to Borrower. '' I researched by myself and found out the following : 1. NTB is for borrower 's benefit. Whether a refinance has net tangible benefits should be a borrower 's decision. I do not understand how Flagstar could impose their decision using this term on us. We as borrowers see clear net tangible benefits and confirmed multiple times we would like to go with the application. And I do not understand why they kept on mixing this Net Tangible Benefits ( which is a term for us normal customers do not understand ) with their internal recoup policy and even with a state regulatory requirement. 2. NTB is for FHA streamlining refinance only. However, my loan is conventional 30 year fix, and I requested to refinance under same term, so this does not even apply in my case. 3. NTB requires proposed monthly rate drops at 5 % after the refinance. In my case ( although not applied ), my monthly rate would drop from {$1800.00} to {$1600.00} which would be more than 5 %. 4. From an online research - based off a state requirement of NTB XXXX, IL does not even require NTB worksheet. Flagstar sets up customer expectation with deceptive approach. When Flagstar found out the refinance is not to their benefit or interest, they used unclear/deceptive information to decline my application without any further explanation. I have the signed loan documents, all email communication, official reject letter ready if needed. Flagstar pulled both my wife and my credit scores, and misled us spending three weeks preparing required documents and unfairly declined our application. This could potentially lower our credit scores, and letting the chance of getting good mortgage refinance rate slipped. This is a substantial loss to us. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-03-11

Bowie, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-11

Issaquah, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2016-03-10

Grover Beach, CA

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

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

Disputed: No Timely Response

2016-03-09

Lincoln Park, MI

Communication tactics

Debt collection: Other (i.e. phone, health club, etc.)

Frequent or repeated calls
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-03-08

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: The Value on my property has gain enough equity to qualify for XXXX % to XXXX % LTV to remove my PMI. I have proven this with Comps and by consulting with a local appraiser and I sent in a written request to my Bank Flagstar requesting the Removal of the PMI. My bank Flagstar Mortgage keeps giving me the Runaround in regards to the process in which they require me to take in order to remove PMI. I have been told different procedures by XXXX different representatives, I have been told that they will send me a letter explaining what to do and I have not received anything, I have been told that I will get a return phone call and still no return phone call. I have been told that they lost my paper work and that an error cancelled my process. This has been going on for over 2 months and I still can not get an answer on what to do. I have no problem getting an appraisal. A rep from flagstar told me that a letter that will be sent to me states that I need to get an appraisal from XXXX XXXX so I contacted imortage services and imortages services said that the appraisal is {$350.00}, but Flagstar says they wants {$460.00}. I will pay the {$350.00} but feel that I do not need to pay Flagstar an extra {$100.00}, this is extortion. However I still have not received any letter. I have been lied to, ignored, and have spent countless hours of my own time trying to get an answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-03-07

Gr, MI

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2016-03-03

Bothell, WA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-03-03

Bel Alton, MD

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I went through the loan modification process with Flagstar bank and my modification was approved with my new mortgage amount. My agreement from Flagstar bank and signed by XXXX XXXX on XXXX XXXX, 2016 as a true and certified copy. Since my new agreement, I have been making my payments on-time and I still receive collection calls from the Flagstar XXXX XXXX at XXXX, today I have receive a call from XXXX. I have informed Flagstar 's employees XXXX that I have a new agreement in place, have made my payments and request the calls to cease but they have failed to do so. I have repeated ask if they kept notes in their system on the previous calls since it is " recorded for quality assurance '' and it is apparent to me that XXXX do not keep a log of the calls that they have made to me since I had my XXXX Modification Agreement XXXX signed and approved. This action by Flagstar is gross harassment when they call my cell and home phone. If I have any legal standing to take action against Flagstar and XXXX please advise me. Attached is the XXXX to support my position.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-03-02

Campville, NY

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2016-03-01

Deltona, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-01

Austin, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-03-01

Irvine, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-03-01

Tarzana, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I ca n't keep my home due to medical expenses, death in my family and currently unemployment. We opted to short sale the home and hired a Realtor on XXXX XXXX, shortly after we got an offer on the home and it was submitted to flagstar as instructed with all the supporting documents NOW on XXXX XXXX I was told that someone would be contacting me for an appraisal on the home and that they had a complete short sale file. On XXXX XXXX a person by the name of XXXX XXXX showed up and performed the appraisal as scheduled. I called Flagstar several weeks straight after that to see if they had the report already and I was told multiple times by several representatives that the appraisal report was n't in yet BUT that it sometimes takes 30 days for them to get a report. On XXXX XXXX I called to check on the report and was told by XXXX that the appraisal company had been trying to get a hold of me to schedule the appraisal and that they had NOT been able to make contact. I explained to XXXX that the appraisal had already been done and that we were just waiting on the report I provided the name and phone number of the person who had performed it and XXXX XXXX confirmed the information on XX/XX/XXXX BUT they keep on insisting that the appraisal never happened. I have left their " supervisor '' several messages XXXX XXXX ext. XXXX BUT have NOT heard back from her as of today. On XXXX/XXXX/16 I called and was told by XXXX that the appraisal order had been canceled on XXXX XXXX because the appraisal company was n't able to get a hold of me. PLEASE HELP in getting to the bottom of this situation. I have attached the written communication that my Realtor has had with these people. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response