FLAGSTAR BANK, FSB

2016-02-25

Brentwood, NC

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

2016-02-20

La Pine, OR

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: On XXXX XXXX, 2015 Flagstar Bank initiated a process for us to prove we had homeowner 's insurance active or they would place forced insurance on our house. This information was provided in full on XXXX occasions, both XX/XX/2015 and XX/XX/2015 which included insurance coverage and the contact information of both our insurance agents. ( The coverage had moved to another carrier during this process. ) The coverage was by XXXX name brand insurance agents which are easily contacted via the numbers we provided. With no notice, only a notice of " shortage '' in our escrow account, did we discover that Flagstar had forced insurance coverage ignoring the documents we had uploaded via their own online system with automated replies stating they received the information. Any help would be appreciated.
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

2016-02-19

Las Cruces, NM

Application, originator, mortgage broker

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

2016-02-18

TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Memorial Day 2015, our home was flooded due to a declared national disaster. Since then, Flagstar Mortgage has received well over {$170000.00} in insurance funds. I submitted documentation to pay the mitigation company and eventually had a check issued for {$28000.00} to that company. Leaving +/- {$140000.00}. We have processed no other claims. We had a contract to sell the house. I called Flagstar to get a payoff requesting they take the insurance proceeds and apply that to the principal. They refused to do so. As of yesterday, the loan has been paid in full, and when I called today to find out when I will receive the {$140000.00} of funds from the insurance proceeds. I got switched around between the insurance claims area to the corporate office and neither can tell me the process. They also will not wire me the funds but instead insist on mailing me a check for this amount which I find unsafe and unreasonable. The loan was paid off prior to the date on the payoff letter. I asked how much of that interest would be refunded to me. They also could not tell me that because although they received the payoff via wire on XXXX, they do not have to credit the account for 48 hours. They are making an additional few days ' interest off of me although they have the money. I was told when I first called the mortgage company days after we flooded that insurance funds would receive interest on the insurance funds. Now they are telling me they are not required to pay interest on these funds that they have held for many months. The people I speak with have no understanding of how their own company works and no interest in helping. They are sitting on this amount of money for no less than 8 months and do n't pay interest although they said they would?! Ridiculous. They want to mail a check for XXXX? Ridiculous! Ca n't tell me when they will even mail the check! In addition, I told them they would need to mail the check to our new address and they said they will only mail it to the house that is now sold. I DO N'T LIVE THERE anymore! I sold the house! I feel like I am intentionally being run in circles just so they can keep the money for longer. I am sure they are earning interest on it.
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

2016-02-16

Ft Belvoir, VA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-12

Odenton, MD

Loan modification,collection,foreclosure

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: Yes Timely Response

2016-02-10

Bueche, LA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My wife and I bought a house in XXXX XXXX ; the closing took place in XXXX XXXX, XXXX. At that time, our monthly payment was calculated at {$2200.00}, with our first payment being due on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, we received a letter from Flagstar Bank that our monthly payment would increase to {$3700.00} because they had miscalculated the property taxes and insurance. We tried to negotiate with the bank that we could not pay the increased amount, but the bank refused to negotiate with us. We continued to pay the agreed upon monthly payment of {$2200.00} until XXXX XXXX, XXXX, when our payment was returned to us. We also received a check in the mail for {$3000.00} with no explanation. We have been unable to reach anyone at the bank since that time, we have no idea what the status of the account it, we never received foreclosure paperwork, and it is showing up as a negative account on our credit reports. Also, this was a VA Loan, and if it goes into foreclosure, we will lose our VA Loan benefit for future purposes. I was told by a legal assistance attorney at a XXXX XXXX Assistance Office that my rights under the Real Estate Settlement Procedures Act may have been violated, specifically, that the bank was supposed to make a good faith effort to estimate the fees associated with the property at the time of the purchase contract, that they were supposed to give us an actual estimate of the expenses 3 days prior to closing, and that they may have violated the law with regard to the escrow 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

2016-02-09

Oxford, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I have a mortgage through Flagstar Bank that I feel behind on in XXXX. I began a modification process in XXXX XXXX and was placed on a trail period with payments {$100.00} more than original payments. After successfully making XXXX payments I was told paperwork would be sent in the mail regarding the modification. I received a packet that contained documents to be signed by a notary and a witness with a due date just days after receipt. After reviewing the documents it was obvious that no previous payments were credited to my account. Additionally, I was asked to pay closing costs, an additional {$40000.00} for my home and to start the 30 year term over again. I called today to make another `` trail period payment '' and to discuss the issues I had with documentation when I was told that my file was closed and I would have to reapply for a modification. I was told that my home was going back into forclosure process and they were not able to take my payment. My " single point of contact '' was not available to communicate with and I was forwarded to a voicemail after asking who I could speak to about these issues.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-09

General Delivery, DC

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I 'VE BEEN WITH THIS SORRY BANK FOR 11 YEARS AND I HAVE NEVER HAVE XXXX MISSED OR BEEN LATE PAYMENT IN 10 YEARS. UP UNTIL RECENTLY I CLOSED MY BUSINESS AND HAVE BEEN EXPERIENCING SOME HARDSHIP. JUST RECENT I 'VE BEEN BEHIND ON XXXX PAYMENTS. I TRIED TO REQUEST A MODIFICATION ON MY LOAN BECAUSE I 'M EXPERIENCING HARDSHIP, AND TWICE I 'VE BEEN DENIED FOR REASONS THAT MAKE NO SENSE LIKE I 'M SHOWING A REVOLVING CREDIT CARD ON MY CREDIT THAT BY THE WAY HAS BEEN CLOSED FOR 5 MONTHS NOW!!! ALTHOUGH I 'VE SENT THEM DOCUMENTS SHOWING THAT THE CREDIT CARD IS CLOSED THEY STILL REFUSE TO HELP ME OUT IN MY HARD TIMES. TO MAKE IT WORSE I GOT CAUGHT UP IN A INTEREST ONLY LOAN AT XXXX XXXX XXXX AND NOW 10 YEARS LATER, I 'VE PAID OVER $ 120XXXX TOWARD INTEREST ONLY, WITH ONLY {$10.00} GOING TOWARDS MY PRINCIPLE BALANCE. XXXX THEY WO N'T LET ME GET OUT OF MY LOAN, THEY WANT TO FORCE ME OUT OF MY HOME BY SENDING ME OTHER OPTIONS LIKE SHORT SALE, ETC. I WOULD NEVER EVER RECOMMEND ANYONE TO APPLY FOR A MORTGAGE LOAN WITH THIS SORRY BANK!!!
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

2016-02-08

Long Grove, IL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-05

Van Nuys, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: After XXXX applied for modification with Flagstar Bank. Process dragged out I was told they had all of the documents that they needed, continued to follow up, Reapplied several times, found a buyer for my home to prevent foreclosure. Bank declined stating pending refinance, house foreclosed, I did not want to sell. I even went to work outside of the area to offset the economic downturn and make up for the drastic increase in insurance. When loan was obtained payment changed due to some oversight.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-02

GA

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: I utilized Flagstar Bank for a VA XXXX XXXX to purchase a home on XXXX XXXX, XXXX XXXX XXXX, in XXXX XXXX. This was my second time using Flagstar Bank for a home loan. By XXXX XXXX I suffered job loss during a downward economic fall in the XXXX XXXX XXXX. Government layoffs, hiring freezes and the closing of the XXXX XXXX had a great negative impact on the territory. Unable to find comparable work I began to fall behind of paying my mortgage. The rest of XXXX I requested numerous times for assistance from Flagstar Bank. I received no response. I requested a deferment of payments with no response. I requested a refinance with no response. I received no adequate assistance or information regarding my home. By XXXX XXXX I liquidated a retirement account mainly to pay for my missed mortgage payments and financial support for my family until I obtained work. XXXX XXXX I did obtain work, but the salary was considerably less. I researched and learned about HARM/HARP program and requested to use that program to lower my mortgage payment to something I could afford. No response or acknowledgement. My frustration with Flagstar elevated greatly after speaking to XXXX of the CSRs and being told that I would have to be 90 days past due in order to use their loss mitigation. By late XXXX I was 90 days past due and my payment was returned to me and my loan was forced into foreclosure. I immediately requested for a deed in lieu process in XXXX of XXXX. I submitted several loss mitigation packages of information over the next 3 years. I had to contend with Flagstar Bank 's uncanny ability to lose documents, not receive documents via their recommended methods ( fax, mail and online via special site ). I resorted to sending documents via XXXX Mail with signature confirmation and still their employees and systems still loss numerous pages of documents. I received numerous missing document letters. I requested to email my documents to my single point contact person, but was informed that was not allowed. For over three years I submitted documents, spoke to CSRs and endured harassing automated collection phone calls. Not to mention the wait times I had to endure when I called their XXXX number. I would have to normally wait 45 minutes on average. The longest was over and hour and a half. The auto calls ranged from XXXX - 4 times a day every day, even on Sundays. The phone calls started in XXXX and never stopped until the start of XXXX when my Deed in lieu packet was finally accepted and being processed. Plus I requested to be taken off their auto call list. The years of enduring Flagstar Bank 's lack of ethics and services has had a great negative impact on my family and me. My family and I moved from the XXXX back to the XXXX because we believed we were losing our home. That with a poor economy in the VI ensured we had no choice but to start over some place with possibilities. The articles I read pertaining to Flagstar Bank 's illegal practices in their Loss Mitigation Department is exactly everything my family and I are still suffering through. Unfortunately being an average XXXX citizen against a multi XXXX dollar corporation, I do n't stand a chance. My family and I would like to rebuild our lives and move on. Please Help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: Yes Timely Response

2016-01-29

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

2016-01-29

Jax, MS

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

2016-01-29

Arvada, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-01-29

TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: My mortgage company is FlagStar an I have been trying to do a loss mitigation with them for 3 years now. The first time around in XXXX they randomly closed my case, even though I called monthly to check on it. Their reason for closing given to me was I was suppose to send in a monthly of my pay stubs and bank account. This information was never portrayed to me, in which I was never given the chance to comply. I tried again in XXXX submitting multiple applications with no reply. I then contacted HUD in XXXX and had a councilor sit in on a conversation with FlagStar in which they denied me saying I never submitted an application. I then submitted an application while still on the phone without saying so and they still denied, saying I did not. It was n't until a supervisor was called, did they omit I submitted an application. I submitted all the information that was required of me and checked in every 2 weeks to see how the application was goin. When all of a sudden once again they denied me saying that I did n't make enough money and that I would have to do a " Short Sale ''. This was around XX/XX/XXXX and I still am in possession of my house and am scraping by to make payments. FlagStar has denied me Loss Mitigation at least 3 times and without notice, I had to call to find out that they randomly closed and or dropped the application. In which they gave me a random excuse for their actions which had no ground. This is n't right, why am I being denied by FlagStar. They should n't be able to just deny an application for any random reason they can come up with and without notice.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-01-28

Radcliff, KY

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-01-27

AL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I have applied for a Home Affordable Modification Program ( HAMP ) to my mortgage. I have faxed all the required documents exactly as requested by Flagstar bank and was contacted by XXXX XXXX XXXX with a request for Thirty days consecutive pay stubs ( Emails are attached as proof ) to complete my application package. Ive sent those documents to her however I received mail from Flagstar requesting some of the documents that were sent in with the original package. I have applied for a HAMP in the past ( XX/XX/XXXX & XX/XX/XXXX ) and was met with the same issue. I was asked to provide documents I had already submitted to which I complied only to be asked for different documents that were also part of the original package submitted. This went on until my 30 day grace period was up. It is my belief that Flagstar is intentionally delaying the HAMP application process past the 30 permissible days.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-01-26

Lewisville, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: After very a very lengthy Loan Modification with Flagstar Bank, I have came out worse than when I started. During the loan modification, per regulations, Flagstar hired an independent company to check the vacancy status of my home. I was/am currently living in my home ; however, Flagstar stated that it was reported vacant. Not only did they report it vacant, but they again hired an outside vendor to come to my house and change the locks. My neighbor called and stated somebody is in your home. I called the police and did make a report of the situation. Upon returning home, my home locks had been changed, my home was " winterized '', my back door was boarded up and damaged, and all my things had been rummaged through. Flagstar simply said that my house was reported vacant. ON SEVERAL OCCASIONS I told them I LIVE in the home. My loan requires me to live there or I can not re-finance. If it was vacant I would not have been able to complete a modification. Even more, Flagstar made a claim with my insurance company stating wind damage had damaged the roof. This claim was denied by my company due to meeting the deductable. For an entire 3 months I had my yard mowed, several signs hung on my door, and the final straw was having BLACK TAR placed on my roof. At this point I hired a lawyer and we are currently preparing a lawsuit. My modification was completed ; however, my payments were increased due to taxes and a shortage of Escrow. Not only this, Flagstar now has added a what they call " Total Advances '' fee to my mortgage totaling {$4900.00}. When I inquired about this, they stated this was the cost of refinancing and does not have to be paid immediately. They stated that the total amount would stay on my statement until I sold the home or paid the amount due. It clearly states in my modification packet that all fees and dues have been included in the modification by Flagstar. Why is there a {$4900.00} fee and why is my mortgage going up due to a shortage of Escrow. This was included in my modification. Since modification was complete, I have followed through with the claims from my insurance company to obtain a new roof due to the amount of damage FLAGSTAR sub contractors caused. I simply had my insurance company come back out and re-assess the damage. A claim was approved this time. In turn, this has increased my insurance and respectively increased my mortgage. The worst part about this whole process was trying to speak with Flagstar to avoid these issues. Each time I called I was transferred to Loss Mitigation, Claims, Insurance, and Default Services. None of them could tell me why preservation crews were coming to my house. They even advised they would put notes into the system to advise the preservation department to stop coming. Of course, this did n't stop them.
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

2016-01-26

Foothill Ranch, CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I submitted multiple applications for assistance for home retention through Flagstar Bank. I submitted paperwork for loan modification and for information regarding Short Sale because I felt defeated and none of the Flagstar staff was willing to help me understand how I could retain my home or offer me any help. They called multiple times a day harassing me regarding the delinquency of my loan and would not offer me any assistance when I asked about my options. They simply ignored me and moved forward with the foreclosure.
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

2016-01-25

Kent, WA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I applied for a loan modification through Flagstar bank on XXXX XXXX, 2016. I spoke with a representative at Flagstar bank in hopes of the underwriter granting my modification request due to my financial hardship. I have a serious XXXX and i do qualify for the XXXX XXXX HAMP program. On the phone call i spoke of earlier, i was notified by Flagstar that i would have a new servicer of my loan. I have not been provided sufficient details in writing about my loan modification request. Today, is XXXX XXXX, 2016. Flagstar has waisted four months denying my requests on XXXX occassions.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-01-24

Topeka, KS

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-01-22

Houston, TX

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: Yes Timely Response

2016-01-22

KS

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: Flagstar bank XXXX continues to show late pay history, i was never on this account and it should be removed from report or updated with no negative pay history
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-01-20

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response