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 7
2019-07-29
Aventura, FL
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
2019-07-29
Mc Donough, GA
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
2019-07-26
KS
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have our mortgage payment set up on auto payment. Our monthly payment due has been {$1400.00} ( escrow XXXX of said payment ), but we overpay a monthly rate of {$1600.00} ( an overpayment of {$190.00} ). On XX/XX/XXXX, Flagstar notified us, via voicemail, that the account was past due.
Upon calling I learned the account was past due because Flagstar reviewed the escrow and raised it to {$660.00} claiming insurance rates were now {$4400.00} and taxes were {$3400.00} ( See attachment dated XX/XX/XXXX ). That insurance rate is more than double the previous years assessment at {$1800.00} ( see attachment dated XX/XX/XXXX ). The insurance rate was falsely and drastically inflated, and Flagstar could not provide any information regarding the reason for the inflation.
This same exact issue happened to us in XXXX of XXXX! In XXXX they inflated insurance rates with no explanation and increased the payment ( see attachment dated XX/XX/XXXX ). After hours on the phone and submitting documents, they were able to input the correct numbers and restore the correct payment due of {$1400.00} ( attachment XX/XX/XXXX ). However, no one was ever able to provide documentation on why this happened. Flagstar did not follow up on the matter.
Again, Flagstar requested I send in insurance documentation for review of the second error and then I was to call Flagstar back in 48 hours. On XX/XX/XXXX I called and spoke to two different departments ; neither had an explanation for the issue. However, they told me if the balance due wasnt paid by months end I would be reported to the credit bureau. So, we were required to send {$250.00} to Flagstar ( payment made online XX/XX/XXXX ) and they told us once the matter was resolved we would get the money back. However, they are not able to apply the money to our account so they will have to return via a check in the mail. Once again, time away from our jobs, hours on the phone, and money sent for Flagstars error.
I expect this correction to be expedited. I also expect detailed documentation regarding how this incident has occurred not once, but twice in the last twelve months. I want to know why this presumably fraudulent activity happened and what is going to be done to ensure this does not happen again. I want our {$250.00} returned to us swiftly, and I want to ensure the {$190.00} of overpayment that was submitted on the recent payment was not misappropriated during the time that Flagstar made erroneous adjustments to the terms of our mortgage.
I would hope that they would reexamine their customer service guidelines to remove the burden of follow up from their clients and accelerate the investigation process for obviously false claims that result in the damage of consumers credit history.
We are concerned that this is happening to other consumers, some who may not be fortunate enough to catch it and Flagstar is illegally collecting money from consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-25
Ponchatoula, LA
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
2019-07-24
Adelanto, CA
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
2019-07-23
Three Bridges, NJ
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: I XXXX from XX/XX/2017- XX/XX/XXXX and was on a deferment plan and did not have to make payments till XX/XX/XXXX. In this process I was with 2 different loan companies XXXX home loan company up until XXXX XXXX when the loan was transferred over to FLAGSTAR bank. During the entire time this deferment was in place I received a phone call from my wife stating someone stopped by our house, and letters in the mail stating we are behind on payments, and I called monthly to confirm that we had no payments on our home loan only to escrow until XX/XX/XXXX ( which is not XX/XX/XXXX that is on the deferment document ). Every time I called both companies I was on the phone explaining my situation every single time, as if no one kept notes or cared that they caused the stress on my family that they did monthly. I want to make this clear that every single phone call included at the end that I confirmed NO PAYMENTS on loan till XX/XX/XXXX from XXXX XXXX up until Apr XXXX, because I could not breath without knowing that this was confirmed since I felt I could not trust these companies due to the stress they were causing my family even as I was away serving my country. During the whole confirmation period of no payments I planned out how to fix my house and be able to pay everything off and get back to normal payments by XX/XX/XXXX. I have attached 3 quotes minus one for home improvements on my house with dates ( improvements only made due to phone conversations ending in me and associate for banks monthly stating no payments till XX/XX/XXXX ), one attachment for TSP loan against my retirement to help pay off things, documents referring to appeal for Flagstar that includes supporting documents and situations leading to the proposed falling behind of payments, current Flagstar bank statement and the only thing I'm missing to verify everything I said is the phone call conversations dating from the PRESENT back to XX/XX/XXXX with XXXX and FLAGSTAR BANK, because they wont review or release the conversations unless I have a SUBPEONA.
Currently my standing on my VA HOME loan is that I owe XXXX, XXXX XXXXt XXXX, Contractors XXXX, and TSP loan of XXXX. On top of everything I made a good faith payment to my loan in the amount of XXXX to principal on the house and I did not have to even make that payment. I also was always on time with my escrow only payments during the paper documented deferment period not the discussed and confirmed on the phone only of XX/XX/XXXX. Due to this issue FLAGSTAR has messed up my credit and I now have missed out on the opportunity to refinance from 4 % to 2.875 % on my VA home loan. I told my loan company that I would be good for my word and catch up, this is my final attempt to work with them in order to reimburse me for my physical and mental agitation for the past 2 years in regards to the improper handling of my VA home loan before I seek a lawyer to overcompensate me for these added stresses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-22
Gastonia, NC
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Had an unknown person arrive in property saying that there was an urgent matter that I had not been intouch with mortgage company and for me to contact company. Attempted to contact company was hung up on 2 times during conversation with 2 different reps. Also was told by second rep I was nick picking with the words. But if I am trying to get accurate information, I need accurate information. In a court of law accurate information is very important. In the world accurate information is important for all things not just business. I am not receiving accurate information from mortgage company. They are not sending out accurate information. Contact is impossible when they put you on hold for hours, they will not answer the phone, when they do they hang up on you. The reps are rude, and dont provide accurate information or take accurate information. If you cant communicate then nothing gets resolved, end up on a hamster wheel cycle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-22
San Antonio, TX
Trouble during payment process
Mortgage: VA mortgage
Complaint: On XXXX XX/XX/XXXX I was declared 100 % permanently and totally XXXX by the Veterans Administration. On XXXX XX/XX/XXXX I was exempted from any property taxes on my homestead ( my home ) in XXXX County, Texas. Texas gives a 100 % exemption to 100 % permanent and totally XXXX veterans.
Flagstar Bank holds the mortgage to my home. They advised they would not reduce my escrow payments because I will owe money for taxes in XXXX. I understand that and they will refund any excess. They will not reduce my escrow payment for XXXX until they get a tax bill showing a XXXX balance which won't be until XXXX of XXXX when tax bills go out for that year. They will then reduce my mortgage escrow payment in XXXX, XXXX.
Letter from XXXX exempts me from property taxes Jun of 2019. Flagstar won't remove escrow from my mortgage until XX/XX/XXXX. I will have paid 18 months into my tax escrow account that I do not owe by then. This is ridiculous. I know other mortgage companies reduce escrow payments immediately upon notification of property tax exemption.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-19
Lowell, MI
Opening an account
Checking or savings account: Savings 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 explanation
2019-07-17
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
2019-07-17
Stafford, VA
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
2019-07-17
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
2019-07-16
Lena, OH
Trouble during payment process
Mortgage: VA mortgage
Complaint: XXXX XXXX, XX/XX/2019 our property was stuck by a tornado. Our insurance company issued a check for repairs and replacement of personal property but made the checkout to myself, my wife and the mortgage company - Flagstar Bank. I endured the check and sent it to Flagstar, they asked me to do a bunch of paperwork and I did and I was ordered to have it all notarized. The contractor I hired was told to do the same. To date, I have not been able to access any of the money and have not been able to repair my property. Every time I call Flagstar it is another reason why I can not have the money issued. In addition I was issues a check for {$1000.00} from the Ohio realtors housing disaster relief fund to pay my next mortgage payment. I endorsed this check and sent it to Flagstar and again nothing has been done that I am aware of. I spoke to someone on the phone today from Flagstar that said before Flagstar can release any money they will need proof work has been done to their satisfaction or that I have replaced or repaired everything including personal property. The suggestion was that if I was given money for 12 pair of socks I Flagstar would have to come inside my home, into my bedroom and look in my drawers to verify I bought 12 pair of socks or they will keep the money. This greatly concerned my and I believe it is an invasion of my privacy and against the law. I am a veteran and it is a VA loan, I will talk to the VA and see what they say. I am a XXXX XXXX XXXX XXXX employee and I will see what they say and I will also talk to the Ohio Attorney General 's office to see if Flagstar is allowed to do this. We are going on 2 months and they have had the money for over 1.5 of those months and I can not get repairs done. Also, the check for my mortgage is nowhere to be found and I expect that my XX/XX/XXXX payment should be {$1000.00} less but I know nothing. Please help! I want the funds released to me at once so I can repair my home and replace what is needed and continue living my life, I also want the {$1000.00} applied to my XX/XX/XXXX mortgage payment to effectively reduce my payment by {$1000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-15
Richmond, TX
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
2019-07-13
Raymond, NH
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2019, I noticed a service fee from Flagstar Bank pertaining to a payoff request for which the customer service dept. is unable to tell me who made the request.
Please note - my loan servicing was transferred to this company about one month after I closed with XXXX XXXX company for which I already paid loan payoff fees with a different lender for which I can understand.
I have had my mortgage servicing transferred several times in the past of owning a home, but have never been charged a payoff fee when a new service takes over sending the bill.
I called XXXX to inquire about this practice and they said I should not be charged a fee when servicing is transferred.
My goal is to find out who ordered this payoff request and to stop Flagstar from charging servicing fees for mortgages they service and to refund this charge to my account as well as have charges brought against them by the appropriate organization for penality.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-12
MN
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: I got charged a {$30.00} fax/email fee in order to get a loan pay off statement. I didn't have a choice but to agree to this fee. I don't understand why I am paying off this loan they get to charge me the consumer a {$30.00} fee just for them to hit print and print off a pay off statement. This is criminal - I never had a choice to agree to this fee or not. If I wanted to pay off my loan I had to agree to it in order to know how much I had to wire them to send it in.
Flagstar Bank , FSB XXXX XXXX XXXX XXXX, MI XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-11
Oviedo, FL
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
2019-07-11
Fort Pierce, FL
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
2019-07-10
Bath, NH
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
2019-07-09
Sacramento, CA
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
2019-07-09
Palos Park, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Recently received an Escrow analysis report ( XX/XX/XXXX ) and it appears the column labeled as 'actual ' isn't accurate. They are listing an exaggerated amount for my 2nd installment of RE taxes due XXXX. I've communicated this ( via chat ) to lender-Flagstar, ( XX/XX/XXXX ) and they requested to provide a copy of that bill ( emailed to lender XXXX ). Based on this analysis report, my mortgage will be increased by more than 27 %. When I asked when this will be fixed, the representative assured me it'll be 5 business days. My next payment is due XX/XX/XXXX with the inflated estimate.
I've also submitted an escrow waiver the same day given my qualifications. I've also, recently submitted a PMI waiver ( XXXX ) and have received noticed removal of PMI. Not sure if this prompted the lender to have an 'analysis ' of my escrow balance of which I obtain a balance as indicated by 'law ' of two mortgage amounts.
This doesn't seem right that lenders send these ridiculous estimates that do not make sense, yet ready to change monthly mortgages immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-09
Wilmington, DE
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
2019-07-04
Wesley Chapel, FL
Incorrect information on your report
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
2019-07-03
CO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was taken over by Flagstar Bank in XX/XX/2019. They sent a letter that they needed my insurance information or they would purchase homeowner 's insurance on my behalf. I uploaded a copy of my insurance information numerous times and yet they kept saying they didn't have it despite paying my premium on XX/XX/19 in the amount of {$300.00}. I continued to call and was told they didn't have the insurance information even though they'd paid the premium and I sent more copies of my insurance. I was then told in XX/XX/2019 that they did have my homeowner 's insurance but they needed my XXXX insurance, which I provided numerous times on their website as instructed. Still I'd call weekly and they said they didn't have it, I gave them the name of my XXXX and the insurance carrier on 2 different episodes, was put on hold while they called them, told me they did speak to someone at the XXXX and insurance carrier and that proof was being faxed and my account would be reimbursed the {$290.00} they'd charged for insurance I did NOT need. I continue to call and am told they don't have it and they'll call me when they get it, but they do not. Today, I spoke to a " supervisor '' XXXX and was told they received it on XX/XX/19 and it " usually '' takes 3-6 business days to " process '' it and refund my account. Today is the 6th business day and still I have not had my account reimbursed for the {$290.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-07-02
Dallas, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I am paying extra principal and on an every two week payment plan, and I am trying to get a written amortization schedule. I sent my request in writing only to be told via e-mail on XX/XX/XXXX that I must call.
I called today and spoke with someone in Customer service. She told me to go online and there was a calculator there that I could use, so I kept her on the phone so that she could help me, only to discover that the calculator could not compute this for my situation. I asked to speak to a manager, and received XXXX ( who can not give out her last name ), Escalation Specialist, # XXXX, who also could not assist.
All I want is a written amortization schedule showing how this loan will be paid off over time by making my every other week payment and extra principal. I was told that they could not give me this in writing because it would be an estimate. That makes absolutley no sense since this is a fixed loan, paying it a fixed way, with a fixed interest rate and a fixed amount of extra principal.
Is something being hidden by Flagstar that they can not show? It is very odd.
I will appreciate your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation