FLAGSTAR BANK, FSB

2019-09-13

Hamburg, MN

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

Timely Response

2019-09-11

La Fayette, IN

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-09-11

Cordova, TN

Incorrect information on your report

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

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

Timely Response

2019-09-10

Clinton Township, MI

Closing on a 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

Timely Response

2019-09-10

Patterson, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My husband been out of work due to medical he just returned onXX/XX/2019 we are behind 3or 4 payments I submitted much documentation as I can trying to get some help and they are refusing to help us it's beyond my control about the payments being made
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-09

Warren, OH

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

Timely Response

2019-09-09

Sun City, AZ

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

Timely Response

2019-09-06

Anastasia Is, FL

Trouble during payment process

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

Timely Response

2019-09-06

Seneca, SC

Problem with a credit reporting company's investigation into an existing problem

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

Problem with personal statement of dispute
Complaint: I was impacted by a natural disaster in XX/XX/XXXX. Hurricane Irma. I was with my mortage company XXXX. During that time I was under a Forbearance for over 6 months. I would call and call multiple times, my remarks and records indidcate this. I had to do a loan modification due to a natural disaster and I was told my credit would be protected by fema. After almost a year of getttonh documents submitted and going back and forth I was finally approved for a modification. During that time my loan was transferred and I was going to pull from my 401k to get current but I was told to start making payments with the the mortage company Flagstar as of XX/XX/XXXX. My load modification was transferred from XXXX as is to Flagstar without my concent. I tried to appeal but XXXX said they have no records of this. Now my credit has been impacted bc Flagstar is saying I owed 2 months for XX/XX/XXXX and XX/XX/XXXX from XXXX but my loan was not transferred and my loan was not successfully modified and approved until XX/XX/XXXX and I was told to make my first trail payment with Flagstar and not Cenlar starting in XX/XX/XXXX. This is not fair because now my credit report is showing that I missed payments XX/XX/XXXX XX/XX/XXXX andXX/XX/2019 due to missed payments from being under the disaster from XXXX when that account was closed and dropped my credit score over 50 points. Flagstar has no documents from XXXX that the reason I was behind was due to a natural distaster and that XXXX extended my forbearance multiple times. XXXX will not send any information about my forbearance because they say they dont have it and they have no direct number to loss mitigation. Flagstar my credit will stay as it, as its not fair that I was not able to fulfill my loan modification with XXXX who created the loan modification. I just want my credit report to show that I made all payments on time and not missed as it states on my credit report for XX/XX/XXXX XX/XX/XXXX XX/XX/2019. Only a few people have been nice at both companies but other than that its been horrible. I was also out on XXXX during the time of the natural disaster due to XXXX XXXX but again, this was never noted. I submittted all receipts from my repairs for my modification and it states that if I were in a natural distaste area my credit would have been suspended from being reported. XXXX did a horrible job conducting my modification as it took almost a year and they didnt give Flagstar all the documents needed and Flagstar has been no help. Please please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-05

Washington, DC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Flag Star Bank- as loan servicer in NJ On XX/XX/19 after reviewing the terms of my loan, and verifying that I qualify to cancel my escrow account, I reached out to the servicer to cancel. The representative ( rep ) verified that I was eligible to cancel the account, and proceeded to inform me that, an " escrow waiver cancellation fee '' of 0.25 % would apply to the outstanding principal balance. When I asked about the reason for this fee, the rep informed that I had agreed to this upon closing, and the information would be under my deed. I went to review my loan documents and could not locate anything referencing this fee. XX/XX/19 I reached out a second time ( through chat ) to obtain clarification and be guided to the specific paragraph referring to this item. After the rep did his research, he said, '' The fee for the escrow waiver is not explicitly stated on any of your closing documents. The fee itself is a Flagstar fee and can not be waived under any circumstances for the process of escrow waiver. '' Naturally, I questioned this answer, as it still gives no validation to the legal standing of the servicer, to charge such a hefty fee, to cancel an account which is supposed to be held for my benefit. After this, I asked to speak with a supervisor who was better acquainted with these transactions and could help me further. The rep kindly informed that he had no supervisor on chat, and referred me to call the customer service number. Shortly after, I reached out to customer service and explained the situation. Immediately, I tried to speak with a supervisor but the rep refused. I gave her a chance to help and the following happened : The rep gave me complete contrary information regarding escrow cancelation. She argued that I did not qualify, and was essentially misrepresenting the qualifying guidelines posted on Flag Star 's website to cancel escrow, by inverting the terms. For example : one of the conditions is that the loan can not be an FHA loan. The rep stated " because you have a conventional loan and not FHA you DO NOT qualify to cancel escrow. '' among a few other similar contradictions. I proceeded to quote the ACTUAL qualifying guidelines, and the rep seemed flustered. Again, I asked to speak with a supervisor and she finally conceded. The supervisor affirmed what the first rep mentioned on XX/XX/19 that I had agreed to this fee upon closing. I clarified that I had not closed or obtained a loan through Flag Star, but rather my loan was sold and Flag Star was the servicer. She insisted that the fee was applicable, emailed me a copy of the mortgage deed ( security instrument ) and referred me to clause 4. After reviewing the document with the supervisor on the phone, I explained that this clause is pertaining to Charges ; Liens IF, a borrower DEFAULTS on payments for property taxes and insurance. Nowhere on the clause or the document is there any reference, agreement, or covenant stating the borrower ( me ) agrees to such fee. Flag Star is manipulating ONE sentence, bending it out of context to their advantage to charge an exuberant fee if a client wants to cancel escrow. They willfully and knowingly LIE and misrepresent their own policy 's to discourage cancelling escrow. This is unfair, deceptive, and abusive to say the least ; and I hope that even if I can not obtain a resolution, this agency will monitor and reprimand the institution for its actions. The fee would be approximately {$560.00} based on my outstating principal balance of {$220000.00} ( as of XX/XX/19 per Flag Star )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-05

Colts Neck, 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

Timely Response

2019-09-04

Mauldin, SC

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

Timely Response

2019-09-04

Westland, MI

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal 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

Timely Response

2019-09-03

Clarksville, MO

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Flagstar Bank has not refunded me my escrow balance of {$1800.00} after multiple attempts to get them to do so. I first called them on XX/XX/XXXX to ask when I would be receiving my refund and was told it would not be mailed out until XX/XX/XXXX. I contacted them again after that date and was told a check was mailed on XX/XX/XXXX and that I should wait 10 business days to receive it. I did not receive it but contacted them again on XX/XX/XXXX and was told that it may have gotten lost in the mail. They confirmed that they had my correct mailing address on file. I also explained that I am enrolled in Informed Delivery with USPS and have verified that it has not been received by my local branch. They then told me they would initiate a " ticket '' to get another check sent to me but would not specify how long that would take. I contacted them again on XX/XX/XXXX and spoke with a manager and explained that I believed they were being dishonest. I was told it takes an additional 15 business days to issue a stop payment on the check and send another. I told her this was unacceptable. I also gave my email address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-03

FL

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: My residence was damaged by hurricane Irma and insurance wrote a check to me and my mortgage company, Flagstar Bank. I endorsed the check and sent to them almost two years ago. They have demanded so much documentation, some that I cant get, that I have not been able to obtain any draws. Now the house is 100 % complete, as verified by an inspector hired by them, and they still wont released the entire amount. They did send a draw of approximately 35 %. I want the rest of my money. After dealing with Flagstar bank on this matter I am firmly convinced they are doing this on purpose so they can use this money practically interest free. Essentially they have used my money for a little less than two years at an interest rate of about 0.01 %. They did not hold this money in escrow. They cashed the check. Below are some ways they make dealing with them extremely difficult. You cant talk with the same agent/person twice. Long and confusing phone tree you must go through. They wont tell you specifically what is still demanded. They only resend the beginning package with general guidelines. Their calls come through as United States not Flagstar bank. Many Robo calls are this way so you tend not to answer their calls. They call on weekends when its impossible to call them back as you only get a phone message saying they are closed. They take days or even weeks to return a call. They want documents that may not exist. For example you dont get formal signed and accepted proposals from every person working on the job. I have an email from them saying a disbursement of {$40000.00} XXXX not the right amount ) had been mailed that day. When it came it was for {$12000.00} XXXX about 35 % of total ). In conclusion I simply am demanding my money that they are holding. The repairs are 100 % complete as varied by their inspector. I believe their whole system is designed to keep that money from you as long as they can. Even the insurance company that paid the money has said repairs are complete. I want MY money with no more hassle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-29

Davenport, IA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Flagstar bank is refusing to release funds paid by XXXX XXXX for repair of our roof. The roof is repaired. Our contractor has submitted a final bill. Flagstar 's own inspector said the work was done. We have a copy of his report. Flagstar still refuses to pay the roofer in full.Flagstar has repeatedly lied to us during this process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-28

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Flagstar bank , FSB made unauthorized modifications to my home load mortgage. They took over my loan and started servicing XX/XX/2019. Not a single notification was sent to me, the borrower at the residence address which was also the address of the property listed on the mortgage. Upon multiple calls I found out when they took over the loan and entered an incorrect mailing address that was unrelated to borrower and without borrowers permission. Apparently, the address was gathered through 3rd party means and unrelated to the borrower. All written notices were sent to that address and upon no response put the It has caused ALL correspondence was sent over a wrong address including notice of change of provider, statements of past due etc., causing severe distress and foreclosure proceedings.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-26

N San Juan, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage with Flagstar Bank was refinanced on XX/XX/19 - and paid off, in full, by the XXXX of XXXX. I was therefore entitled to receive my escrow balance ( over {$1700.00} ) paid back to me within 30 days, per RESPA guidelines. However, I never got an escrow refund. They stated that a refund was sent out on the XXXX of XXXX, but I never got a check. I called back week after week, and they kept telling me that they would cancel the previous check and issue to a new one - to no avail. I called today and they seem to have no idea what I'm talking about. I want the money that is owed me. And I want them to answer for the interest they're making off of it every day since!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

Bedford, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX we received a Notice of Cancellation from XXXX for nonpayment of premiums originally by XX/XX/XXXX in the amount of {$1700.00} for our policy effective XX/XX/XXXX through XX/XX/XXXX. The new due date would be {$1700.00} if paid by XX/XX/XXXX and we would not have a lapse in coverage. I contacted the insurance department on XX/XX/XXXX and learned that our Insurance renewal due date was showing as XX/XX/XXXX in the system so even though the renewal bill was received timely by Flagstar it was not paid. I investigated further as to why they would have an incorrect date for our insurance and examined my Flagstar transaction history. I noticed a payment made to XXXX in the amount of {$1400.00} on XX/XX/XXXX for a policy number that did not appear to be ours. I then went and reviewed my XXXX account transaction history and confirmed that my premium in the amount of {$1300.00} had been paid at closing on XX/XX/XXXX and credited to our XXXX policy as of XX/XX/XXXX. No other payments were credited to the account from Flagstar. I contacted Flagstar customer service who then transferred me to the Insurance Department. The representative I spoke with advised that the bill paid in XX/XX/XXXX was for the prior owner of our property. She stated that the renewal bill had our address listed but contained the account number for the prior owner and had the names of the prior owners. Because the address matched our property address the payment was issued from our escrow account. She advised the check had our loan number written on the check however, XXXX has confirmed that the check did in fact have the prior owners loan number written on the check. XXXX has advised that Flagstar will need to contact them in regards to curing this error as the policy is active and they can not refund the amount to me or Flagstar or transfer the funds from their account into mine. We paid a {$3500.00} shortage on XX/XX/XXXX covering this payment made to XXXX that was not ours to pay. Our insurance premium was not timely renewed and caused an increase in our premium. I would like to know how this happened as it is very evident that there is a lack of controls with validating insurance renewals and properly updating accounts. Pursuant to RESPA 1024.17 ( k ) ( 1 ), If the terms of any federally related mortgage loan require the borrower to make payments to an escrow account, the servicer must pay the disbursements in a timely manner, that is, on or before the deadline to avoid a penalty, as long as the borrower 's payment is not more than 30 days overdue. Flagstar has failed to timely pay our insurance renewal and has fraudulently taken funds from our escrow account and paid someone else 's premiums creating a deficiency and shortage in our escrow account that should not have occurred due to their failure to reconcile and accurately account for our escrow line items.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

Saint Paul, MN

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

Timely Response

2019-08-20

Naples, FL

Closing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-19

Fort Mill, SC

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

Timely Response

2019-08-18

Mill Valley, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX my house was completely destroyed in the XX/XX/XXXX fire. I lost everything I own. Since that date I have paid my mortgage to Flagstar Bank without fail every month. My insurance gave me a check for $XXXX that I signed over to Flagstaff because that was the approximately what I owed on my mortgage. That money was put into a restricted escrow account for my rebuild. I have had multiple issued with this Bank, regarding insurance, getting the initial amount to start my rebuild. I believe I filed a complaint 3 to 4 months ago regarding an insurance issue that I couldn't resolve with this bank. What is happening now, is that I have requested more money for my rebuild and they won't give to me until 55% of the rebuild is complete. Mind you the amount for the rebuild is now $XXXX, way more than I paid for the house. All the prices have sky rocketed because so many people have to rebuild. Flagstar only has Less than 50% of what I need. My insurance company will not give me the balance of my money, which is XXXX, until the money is exhausted from the restricted escrow account at Flagstar. I am involved in the XXXX lawsuit and how to have more funds to finish my house, but at some point I might have to hold back on the finishing items until I have all the funds. I will continue to pay my mortgage, as I have done. What's upsetting is now I have all these people working at my house, have signed a contract, and will have not money to continue. Instead I will have liens on the property because I won't be able to pay anyone. The fire destroyed so much of my life, and the support and help I have gotten from Flagstar and my Insurance is causing me so much stress and anguish that I don't know what to do. Please help me. I am working three jobs so I can cover the extra costs, but it I can't complete the framing part, I am screwed. The lawsuit with XXXX now that its in bankruptcy court will resolve my XXXX of XXXX so I feel positive that I will be fine. I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-17

Mill Valley, CA

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

Timely Response

2019-08-16

PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Had major flood In The home. Insurance company paid out $XXXX to me and XXXX XXXX XXXX. XXXX sold mortgage to Flagstar Bank. I paid for all repairs to be done in my home. Sent proof of this to all banks involved. Requested that they refund all money to me as all work has been completed Or take the funds and apply to mortgage payments as I fell behind in mortgage payments.Neither was done. Flagstar has now foreclosure on my home and the house will be auctioned off on XX/XX/2019. Flagstar still refuses to forward to me the $XXXX and insist on requesting an inspection and more documents to be sent to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response