FLAGSTAR BANK, FSB

2019-07-02

Arsenal, PA

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

Timely Response

2019-07-02

Carmichael, 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

2019-07-01

Elk Grove, 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

2019-07-01

Brentwood, NC

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

Timely Response

2019-07-01

Fridley, MN

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

2019-07-01

Salinas, CA

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

Timely Response

2019-06-28

Ft Myers, FL

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

Timely Response

2019-06-28

New Britain, CT

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

Timely Response

2019-06-26

Mesa, AZ

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

2019-06-25

Burien, WA

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

2019-06-25

Burien, WA

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

2019-06-25

Union City, CA

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2019-06-24

Oxford, GA

Incorrect information on your report

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

Account information incorrect
Complaint: I recently had financial difficulties in which I let Flagstar know ahead of time. I sent in all my paperwork but they kept telling it was wrong. Which was not the case. It seemed like they were doing this on purpose to cause me to almost go into foreclosure they even sent me documents for modification on date that was scheduled after I received the papers. They cause more of a hardship than it should have been. So I decided to go throw homesafe GA which took 30 days. Flagstar put me in bind to ruin my credit it took 4 months for them to get everything together which is entirely unacceptable for banking standards. So they're showing late on my credit profile in error, this was merely their mistake. I did all I was supposed to do ... Not to mention I was misguided via one of their employees who advised me not to pay any mortgage until I see if I'm going to get approved for the hardship. I have attached a letter that I provide Flagstar in XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-22

Wonder Lake, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Flagstar acquired my mortgage from another lender ( I had no way to object to this ) on XX/XX/2019. We were acquired from XXXX XXXX. We pay half of our monthly payment every 2 weeks. There are 26 weeks in a year and we make 24 half payments. This gives us the month of XXXX with no mortgage payment. We use that money for XXXX gifts. With Flagstar Bank I can't make a half payment. When I make an early payment. The payment is credited to principle not to the next due payment. Then when the actual payment is due they say I'm late and charge me {$50.00} along with attempting to get another payment or have my credit report tarnished. I have to call to have them credit the early money toward the monthly payment not the principle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-21

Broomfield, CO

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

2019-06-21

Tacoma, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have auto pay set up on my mortgage account, I have attempted to change the account in which it was withdraw from ( XX/XX/19 ) by calling into to Flagstar mortgage company phone service. Unbeknownst to be my biweekly payment scheduled was changed, and payment was taken from my account 1 week early in the amount of {$1400.00}, on XX/XX/19. I called the company on XX/XX/19, after realizing that the early payment had posted, and they informed me that they were unable to reverse my funds, or unable to assist me with overdraft fees over the phone. They assured me that the payment schedule would be changed back to my original payment schedule. I called Flagstar back on XX/XX/19 to ensure that my payment schedule had been changed, however they informed me that it had NOT been changed, and I was scheduled for another automatic payment on XX/XX/19, once again a week earlier than what I had previously authorized. At his time ( XX/XX/19 ) I elected to cancel the auto payment system. I specifically asked and I was specifically told I would not have another payment removed from my account since, I stopped auto pay. However Flagstar then removed an additional unauthorized payment of {$1400.00} from my account, causing over drafts ( XX/XX/19 ). I contacted by bank, to dispute this charge, and reverse this charge. My complaint is that my payment scheduled was changed without my authorization. My attempts to resolve this issue with Flagstar were met by many roadblocks, and I believe their policies are overly arbitrary and cumbersome. I believe that these practices are predatory, and warrant further evaluation by your agency, as I am sure others have experienced issues with this mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-20

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello Sir or Madam, In XXXX I made a payment that brought my loan to value amount of the home to a fraction under 80 % and submitted a wavier request to PMI. Upon that payment I was informed that due to the calculated interest at the end of the month the Loan to Value would go above the 80 % by a fraction and denied my request by early XXXX. Upon denial, in early XXXX proceed to add funds to ensure that the Loan to Value would never go above the 80 % and resubmitted in application for removal of the PMI with no response. After multiple attempts and phone/email and speaking with several agents over months my PMI was finally removed the PMI for my XXXX Payment months later. Thus I have been charged unneeded PMI for the months of XXXX to XXXX. I feel my effort in dealing with this issue has been tedious. I worry that if they do this to me, who else it is done to, in other to earn or take a little extra. The PMI charge is XXXX each month. Chances are the issue will be resolved in two weeks, ( their response rate, if they respond ), but the effort required has already me issue a formal complaint. The company in question is Flagstar Bank. Best regards, Concerned Citizen
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-20

Mabank, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I would like file a formal complaint against Flagstar banking mortgage loan department. I submitted my application to request a modification on my home loan due to a recent divorce causing me financial hardship. I uploaded all the required documents to the MY LOANS online portal on beginning XX/XX/XXXX and sending in my last documents on XX/XX/XXXX. I received approval and a trial payment agreement that I signed and uploaded to XX/XX/XXXX before the deadline of XX/XX/XXXX. The trial payments began on XX/XX/XXXX and I made all 4 monthly payments with the final payment paid on XX/XX/XXXX on time. I began receiving collection phone calls in late XX/XX/XXXX and over 10 letters some certified mail saying that I owed over 5,000 dollars. I called the first time and was told that was just due to the home modification process. I received a notice early XX/XX/XXXX that my credit score dropped 100 points and I called back in, this is when I was told my modification had been cancelled on XX/XX/XXXX due to my trial agreement paperwork not being returned. I notified the phone agent XXXX that I had in fact uploaded the paperwork XX/XX/XXXX and she called me back to inform me that my case would be reopened and I would receive final modification paperwork within 15 days. I never received the paperwork and over the course of XX/XX/XXXX I spoke with XXXX twice, XXXX twice who promised to call me back both times and never did, XXXX who gave me unsolicited and incorrect loan counselling advice, and a few other people who did not help. I had been told 3 times that my case was reopened and with underwriting once by XXXX and twice by XXXX before XX/XX/XXXX when I demanded to speak to a supervisor. The supervisor XXXX spoke with me on XX/XX/XXXX and told me that my case had not been reopened and that the ball has been dropped and my case was still closed meaning my credit was being falsely damaged due to this companiys negligence. I feel that this is some type of ploy to get me to fall delinquent on my loan so Flagstar can foreclose and take possession of my home or possibly an attempt to cause me to owe more than the 1 month pass due balance of XXXX because the current amount I owe is XXXX because of my case being closed in error putting me 2 additional months behind. I finally received my final modification documents XX/XX/XXXX and the capitalized amount is XXXX which is incorrect because my modification was cancelled back in XX/XX/XXXX due to Flagstars error. I am currently seeking legal advice and I have reached out on online forums to see if any other Flagstar customers have experienced this type of issue. The treatment I have received since my mortgage was transferred to Flagstar is unacceptable and unethical and the ball has been dropped will not suffice as an explanation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-20

Hinkley, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have trying to refinance and my mortgage servicer Flagstar has added XXXX to my principle balance making not possible for me to do an FHA Streamline. I first contacted Flagstar around XX/XX/XXXX to ask them why they added XXXX to my balance and they could only say that there was a shortage to them when they purchase the loan from XXXX XXXX XXXX. I asked them, what does that have to do with me and how is it legal to add principle to my mortgage balance. They just said they can do it. I have called a total of 4 times and each time they say they will escalate to management to try to resolve my issue. I was able to contact the original lender XXXX XXXX with the help of my loan office and XXXX XXXX was able to confirm that they transferred the loan with the correct loan balance and that there was a principle reduction that took place at closing in the same amount that Flagstar added to my loan balance which I believe is an illegal act. You can't just add money to someone loan balance and effect the amortization of the loan. I gave the proof that Flagstar is in error to their customer service person ( you can not speak to a manager ) and so far my loan balance has not been updated and my interest rate is expiring thereby not allowing me to refinance because I can't get an accurate payoff. This problem can be resolved in 30 minutes if I can somehow speak to a person who has the power to see the error or put that person in touch with the represented from XXXX XXXX ( the original lender ) but apparently Flagstar is so big that you can't speak to anyone that can make a decision. They quote 24 to 72 hour to resolve the issue but I am on 4th try over span of 3 weeks going on 4 weeks and nothing. You should nail these Flagstar guys as I am suffering a loss because they can't seem to get there loan servicing straight. Again, I believe it is illegal to add principle to a loan balance period. How in the world could a borrower owe more money to their principle when all payment have been made on time and the loan was originally funded with the correct principle balance. It's not possible. Please help me get through to these people. Sincerely XXXX XXXX. XXXX, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-19

Okeana, OH

Closing on a 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

Timely Response

2019-06-19

Palm Coast, 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

Timely Response

2019-06-19

CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Refinance from Flagstar bank through XXXX XXXX. XXXX XXXX and XXXX XXXX told us that we had refund coming back in amount of {$1300.00} and some. All we received from them was around like {$190.00} Our understanding was this was for interest credit they refused to pay us our money back. say something and was back from XXXX or XXXX we dont understand what it is and we feel that we have been missed informed we just did our closing agreement that we will get {$1300.00} and some back and we dont understand or agree that we deserve the customer service that we received. All of this is from our escrow 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

2019-06-18

MO

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Complaint: I told the operator to quit calling me and the lady told me they will till the information on the account is changed and laughed at me when I said that Im going to call the FBI and said to go ahead and call so I did and here is what is happening now
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-18

Saint Clair Shores, MI

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2019-06-18

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

Timely Response