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 6
2019-08-16
Bellaire, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: since XX/XX/XXXX of last year we qualified for loan modification and partial claim.
We were working with XXXX XXXX XXXX XXXX to assist in getting a loan modification.
XXXX, Our initial mortgage company had agreed upon a {$1400.00} loan modification with XXXX.
We then received documents with a partial claim but no loan modification.
This was brought to their attention, then more than a month later they send the same paperwork with the same missing paperwork.
After they send the second package, loan was transferred to flagstar bank.
Flagstar has agreed to honor the XXXX monthly payment and we have paid every month since XX/XX/XXXX with no progress from Flagstar.
Currently Flagstar calls 3 times a week for debt collection purposes and to update on the status of the loan modification.
The account has been with Underwriters since XX/XX/XXXX with no progress since from Flagstar.
Our point of contact is not able to get any other information to us beside what she always says which is " the account is still with underwriters '' and " I can get with my supervisor and call you back '' which she never does.
XXXX XXXX XXXX continues to assist in this process even past what they were obligated to do. But XXXX and Flagstar do not seem to care enough to move this any further.
Soon this process will have been open for a year with no actual progress done.
We dont even have an actual written agreement with Flagstar just a verbal agreement that they will honor the past agreement with XXXX. We continue to make our payment of XXXX every month though.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-14
Katonah, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Back in XX/XX/XXXX I was trying to get a modification from Flagstar Bank of my mortgage as I missed a payment. I submitted a modification package to Flagstar bank to obtain a loan modification. Unfortunately for the next to 2 years I was requested to resubmit a new modification package every 3 to 4 months as the most recent package they had in their system had expired due to the back log of loans they had to review. After 2 and half years Flagstar sold/transferred my mortgage to XXXX in XX/XX/XXXX/XX/XX/XXXX XXXX after 3 months since acquiring my mortgage from Flagstar, they started foreclosure on my property. But when Flagstar sold/transferred my property to XXXX they made an error in the assignment of my mortgage. Currently I am trying to walk away from the property by doing a Deed and Lieu with the current mortgage company XXXX XXXX XXXX, but the error by Flagstar with the assignment of mortgage is holding up the process. I was informed that it will take Flagstar Bank to 45 to 60 days to sign the Gap assignment of mortgage form so the error they made can be fixed. With Flagstar Bank needlessly prolonging the process with reviewing for loan modification and now to correct their error with the assignment of my property mortgage, they are consistently showing their negligence. With me being a former mortgage underwriter, show that there is a lack of professionalism and integrity in the mortgage industry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-14
RI
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information is missing that should be on the report
Complaint: I received a chapter XXXX discharge on XX/XX/XXXX.
I received a loan modification from my lender ( Flagstar Bank loan # XXXX XXXX on XX/XX/XXXX.
Flagstar Bank is NOT reporting my mortgage payments to the credit bureaus.
I have called and e-mailed them numerous times and they stated they are reporting.
Thank you for your help!
XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-14
Warren, RI
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
2019-08-13
Clarkesville, GA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: In XX/XX/XXXX, I started to loss my jobs due to a lack of retail sales. Therefore, I have gotten behind on my mortgage payments. I have constantly spoken with Flagstar Bank to keep them updated on my situation. Currently, My home is in foreclosure and I have been attempting to do a loan modification with them since XX/XX/XXXX. I have had NACA working with me to prevent this forclosure and handling of documentation that needed to be sent to them. My package for a loan modification was sent to Flagstar via email on XX/XX/XXXX and they have as of yet to review my file as of yesterday XX/XX/XXXX I was told they hadn't looked at my package. Today I was told my loan modification was denied on the XX/XX/XXXX when they haven't even looked at my package. I am currently working for XXXX and XXXX XXXX companies to try and make ends meet. I feel my husband and I, are being discriminated against due to the fact that my husband is completely XXXX with XXXX XXXX. This disease takes your eyesight and hearing at a very young age. I feel I am being bullied because I am a woman and am unaware of the proceedings that happen during loan modification. Every time I call Flagstar I get different information from different agents and my NACA representative has also had the same issues. I do not understand how they can deny me a loan modification without even looking at my package. I have received a letter from an attorney giving me a forclosure date and intent to sell. I do not wish to lose my home I would like to work out something with the bank but they aren't giving me any options at this time because they are saying I am too late when I have given them 39 days to look at my loan modification package. The only notification I have received from Flagstar bank is payment stubs and then a letter from an attorney stating a sale date and intent to forclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-12
Chatham Center, NY
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
2019-08-12
Elkhorn, NE
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2019, we received a letter from Flagstar Bank regarding instructions for our request to cancel the private mortgage insurance on our mortgage loan. The cost for doing this, as stated in the letter, is {$120.00}. The letter gave instructions for where to send a check in that amount and that a representative will contact us to set up an appointment. The letters are attached with this complaint.
Nowhere in the letter does it state that an additional fee MAY be changed, only that the cost for canceling PMI is {$120.00}.
Flagstar deposited the {$120.00} check on XX/XX/19.
On XX/XX/2019, Flagstar Bank sent us another letter stating that there would be an additional fee of {$100.00}. If we wanted to cancel PMI, we needed to send in the additional {$100.00}.
This, in my opinion, is fraud. Flagstar Bank did not inform us of any additional fees. They deposited our check and then informed us that if we still wanted to cancel the PMI, we needed to send them an additional {$100.00}.
This is one example of many instances of poor customer service and dishonest practices that we've experienced with Flagstar Bank. Calls were not returned. At least one formal complaint with Flagstar Bank ( XX/XX/19 ref. # XXXX ) was ignored. Other issues regarding the endorsement of a check for our roof repair due to hail delayed payment to the roofing contractor for over a month.
All of the calls with Flagstar Bank were recorded. However, since there is identifying information included on the calls, I won't attach the recordings.
Thank you for your follow-up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-12
Lewisville, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: In XX/XX/XXXX I had life changes that resulted in almost a 50 % reduction in income as well as moving to be closer to my XXXX children. These stemmed from health complications and mounting medical bills. I knew I could no longer afford the home I had paid on faithfully for 12 years so I tried renting it. This lasted until XX/XX/XXXX, when the people I had rented to vanished with no notice. By XX/XX/XXXX I knew I was going to start getting behind so I listed the house for sale and planned on keeping up the mortgage with tax returns at least as long as the listing period. I also contacted Flagstar and informed them of the situation and requested a relief packet. I submitted information to fulfill the packets requirements via the company online tools. All info was submitted in the correct .pdf format and complete by the end of XX/XX/XXXX. During this time I tried enlisting the help of XXXX XXXX as my HUD representatives and I answer all calls from Flagstar. At four months late Flagstar applied a lock mechanism to the front door and would no longer allow the realtor access to show the home. The timing was bad because she had a buyer who was very interested in it. Every time I spoke to a Flagstar representative they assured me that all she had to do was phone in to get a PIN # and they would allow her to show the home. They never would give her a PIN. They said it was because some of they're own departments couldn't view the .pdf files on they're own website and couldn't confirm status of the relief process. They even had me use my last four dollars to FAX everything to different departments multiple times.
During this time I offered multiple times to remit the deed and let Flagstar sell the home and keep all proceeds from the sale as soon as the listing was complete. They told me that Deed Remission would not be an option and they wanted me to complete a short sale of the home. I received a letter saying I had been approved for the short sale process pending the appraisal of the home by companies Flagstar hired in XX/XX/XXXX. All through the month of XX/XX/XXXX the appraisers called me and were informed that Flagstar had the only keys locked in the lockout device on the front door and I gave them what supposedly was the phone number for PIN access. When the appraisers called Flagstar to get the PIN # for the locks they were also denied the number. The assessors told me they would keep all info regarding this because they felt a lawsuit would be coming. Flagstar would not even let they're own appraisers inside to determine proper value. Around this time in XX/XX/XXXX when I would answer calls from Flagstar they would immediately tell me they had connection problems and promptly hang up the phone. This caused me to get a new phone hoping I could talk to them better. By the time I had my phone situation sorted out I received a letter of foreclosure. They stated that lack of communication was the reason the short sale had been cancelled and foreclosure begun. When I called them again they at least didn't hang up on me, but the rep I talked to on that occasion at first tried to convince me that foreclosure was a normal step in a short sale process before he changed his mind and curtly informed me that there was no reversal of course and he would have someone call me back. There was never another call afterward. When I tried to contact XXXX XXXX XXXX, the law firm handling the foreclosure process, I left all information and was told they would call me back. They never tried to return a phone call either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-12
Oak Lawn, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-10
Houston, TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-09
Greensburg, KS
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-09
Choctaw, OK
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We purchased a new home before the sale of our current home was final. The loan for the new home included PMI. Our former home has sold, we have paid off {$140000.00} of the {$180000.00} loan and want to cancel the PMI. The bank is telling me we have to pay a fee of {$120.00} to cancel this insurance. This was not disclosed to us at the time, even though the loan officer was aware that we would be paying off the majority of the loan within a few months. Since the bank required us to have this insurance, can they require and charge us a fee to cancel it even though we meet the guidelines required to cancel?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-08
Boise, ID
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-08
Cherry Hills Village, CO
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
2019-08-08
Wonder Lake, IL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Flagstar Bank XXXX XXXX XXXX XXXX XXXX Michigan XXXX took over our FHA Loan. We were sent a 30 day notice that our mortgage increased to about {$700.00} above what we had been paying since our purchase in 2015.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-07
Gastonia, NC
Trouble during payment process
Mortgage: FHA mortgage
Complaint: XX/XX/2019 received text alert for escrow disbursement from mortgage account. Logged into myloans and see an disbursement of XXXX made to XXXX. On XX/XX/XXXX, was on a call with new Hazard Insurance Company XXXX to confirm they had sent over insurance info ( new premium amount coverage, policy coverage ) to Flagstar Insurance Dept. XXXX Agent advised we could do an verbal verification over the phone and provide all information needed to get hazard insurance online. I gave the XXXX Agent the Flagstar Insurance Dept number XXXX and informed the Agent you will have to dial option 6 to get a live person. I was put on hold, until there was a live Agent from Flagstar Insurance Dept., XXXX Agent, and myself on a 3 way live conference call. Mind you the XXXX Agent kept me informed the whole time, while I was holding. The required info was exchanged between the XXXX Agent as well as Flagstar Insurance Dept Agent, and the Flagstar Agent read a script before verifying to obtain my verbal consent. Everything was noted and exchanged and the call was complete. All parties ended the call after confirming everything needed was received and completed. Leading to my frustration of how and why was a disbursement sent out still going to the wrong insurance company XXXX after being on the phone for almost 2hours the previous day getting the information directly from one party to the next on a live conference call. This has been in works since XX/XX/2019. The mortgage companies are always Stressing Communicatio, well I have been communicating, and communicating for the last 2weeks. Followup call after followup call. I am even getting the run around from the Insurance Dept at Flagstar as well as if I am asking for your name and I cant even get that. I am sorry there is seriously something wrong with folks and their approach when it comes to speaking and handling customers. The company needs to be Auidited through out each and every division going back at least 10 years. I guaranteed there will be tons of money issues, account issues, disbursement issues, even employee issues. If you are in the business of maintain huge realestate interest, how are all these mistakes happening in a consistent manner. The Employees Needs Overall Training Complete with Sensitivity, Ethical Training, Problem Resolution Training. All I hear is the calls are being recorded and monitored, then why am I constantly getting unknoweledgeable agents? If your not sure get some on the call that knows and can give out correct info. Giving out incorrect info, not taking the correct info leads to and can pile up causing problems after problems. At looking at my experience with communicating with my mortgage company is hurtful, difficult, extremly fustrating and I can only image what other mortgages are having to go through. Records off cause a nightmare in companies and do more harm to consumers on a daily basis. Corrections on Mistakes take even Longer to Fix. Once the damage is done, it's done, it takes an eternity to recover from.I would like to get off the hamster wheel of rudeness, unknoweldgeable reps. Fix it and stop sugar coating it. Take action to train, retrain, and continuous training in each and every dept. Set up mandatory training for every 60days. Reconciliation on a regular basis. Catch the mistakes, invest in better computer programs to catch and help with issues, error analysis, error logs.We all make mistakes and we are suppose to learn and grow. Not continulessly go down hill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-07
Beverly Hills, WV
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-06
Windsor, 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
2019-08-05
CO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hello, my home loan was purchased from XXXX XXXX XXXX by FlagStar bank in XXXX of 2019. At the time of my refinance, Flagstar bank was given proof of homeowners insurance. I have received several notifications from FlagStar that they never received proof of insurance and that they are going to charge me for reinsurance, which is taken out of my monthly mortgage payment. I have repeatedly called, emailed and faxed this company to proove that I have had consecutive homeowners insurance and yet they repeatedly deny receiving my proof. I just want them to stop taking money from me fraudulently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-05
Idaville, IN
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
2019-08-02
Oviedo, FL
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
2019-08-02
Claremont, CA
Applying for a mortgage
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-08-01
Philadelphia, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: An attempt was made to pay my mortgage on XX/XX/XXXX at XXXX EST via Flagstar.com 's online loan servicing portal. Flagstar restricted my ability to make a payment prior to the end of the month. A message was shown that my account was ineligible to use one-time online bill pay. This happened approximately one year ago as well. This restriction prevents customers from paying their mortgage and incurring additional late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-31
Broderick, CA
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
2019-07-31
Lansing, MI
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I closed on my home with Flagstar Bank on XX/XX/2019. About a month later I received a letter of Servicing Transfer to XXXX , XXXX. At some point both companies were claiming to be the company servicing my mortgage and I received statements from both companies in the same month ( XXXX ). Right now my credit report is showing like I have two mortgages and because of their faulty reporting, my credit score dropped to the XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation