| 08/03/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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To : Flagstar Mortgage From : CF RE : Account number XXXX XX/XX/XXXX To Whom it May Concern : Over the past few weeks I have diligently attempted to resolve the issue of my delinquent account. I have been in the loss mitigation process since XX/XX/XXXX due to delays in communication on the part of Flagstar, extended wait times ( up to one hour and 15 minutes with no answer and no call back as the system indicated ), and alleged missing information that I know was submitted. At one point, it was nearly impossible to reach anyone at Flagstar which made communication nearly impossible to achieve which caused major delays in the processing of my applications. I was told that it was my responsibility to keep calling back.
I have had one application closed due the request of an additional pay stub which I was unable to retrieve from my place of employment until the building reopened in XXXX, and the second completed application was denied.. I filed an appeal immediately after which was denied as well. On the same day I received the appeal denial letter, I also received a package with an application for a partial claim. I did not complete the partial claim forms because I had already sought assistance from the XXXX XXXX of XXXX. My certified mortgage counselor assisted me in completing and receiving a grant through XXXX XXXX, OH.
I completed authorization forms for mortgage counselor to communicate with Flagstar on my behalf. She contacted Flagstar and inquired about the process for bringing my mortgage current. She was given the amount of {$5100.00}. No other information was relayed at that time. I uploaded the notification that I received the grant and called to confirm that documentation had been received ( including the amount ). The representative confirmed it had been received and that underwriting would review it. He also stated that I did not need to be concerned about the status of my loan at that time.
After a few days, I began checking online and have called customer service numerous times to find out the status of the account. I have also attempted to reach my single point of contact, XXXX XXXX ( XXXX ), throughout the entire process. Unfortunately, she is never available so Ive never had an opportunity to speak with her.
At first I was told the funds had not yet been received. Around XX/XX/XXXX I was told the funds had been received but would need time to process. By mid XXXX, I was told that the funds were there but they were not from the XXXX but from a partial claim which I never applied for. When I explained that the partial claim application was on the table in front of me, the representative became frustrated and told me someone would call me back later in regard to my circumstances. No one called.
I called again on XX/XX/XXXX because I saw no change online and wanted to make my next mortgage payment before late fees were applied. I was told I had until XXXX XXXX on XX/XX/XXXX before late fees would be applied. I spoke to 4 different individuals for over two hours attempting to resolve this matter by that time. Unfortunately, no one knew what was wrong or what to do. In fact, the representatives could not even decide what my actual monthly payment was supposed to be because it changed at some point last year. In one of those conversations I was also told that there was some sort of hangup regarding my bankruptcy which was XXXX in XXXX of XXXX.
I was finally connected with a gentleman named XXXX who seemed to be a little more knowledgeable. He spoke with a supervisor as well as some other departments then finally asked that I give a call back the following Friday to ensure Flagstar employees had adequate time to update the system.
I called back the following week only to be verified and asked to explain my situation three more times. I was eventually transferred to XXXX ( XXXX ) who was also helpful but still did not quite understand what was wrong or what to do. He did state that he believed the payment had not applied because the system was not balancing for some reason. He spoke with different people and emailed another department and asked me to call back the following Monday because it would take them a while to respond. I asked if anyone could give me a call back when they found out what was going on and was told that Flagstar representatives do not make call outs because they are so busy. I explained that I did not want to take the time to speak with various people, be verified multiple times or explain my situation over and over again. I was told to ask to speak directly to him. So, when I did call back on Friday, XX/XX/XXXX, I was transferred from one representative to another who would not simply connect me with XXXX but decided she wanted a shot at figuring out this puzzle. This representative was XXXX ( XXXX ).
I asked XXXX to please read the notes so that she could see what XXXX told me and transfer me. She explained that the notes are in descending order so she would have to read through numerous sets of notes in order to get caught up. So, to help myself remain calm, I simply began explaining the situation, AGAIN ( Im pretty sure this would be the 8th or 9th time ). After some time, she eventually contacted XXXX by messenger or email and he replied that the department he contacted the week before said I needed a Reinstatement Quote. I asked XXXX to explain and she stated that I needed to contact the attorney on record to find out exactly how much I owe to reinstate my loan. I was taken aback as neither my mortgage counselor nor I had been informed about this process when we first contacted Flagstar for the amount needed to bring the account current. When I questioned the representative about this I was told that some representatives wouldnt know that so basically, sorry about my luck. : Additionally, I was told that if the payment were a part of the XXXX program it would have been handled differently but instead the payment was probably treated like some random third party was paying my mortgage so they were not responsible for not properly advising us. I would love to meet the individual paying {$5100.00} to random people behind on their mortgage. Regardless, I feel that if ANYONE calls in from an agency of any kind, the representatives need to provide accurate information.
I was also confused when XXXX went on to say my home was in the process of foreclosure but I never received any documentation to that effect. The only notification I ever received from an attorney was a collections letter which didnt even have a phone number on it let alone the words foreclosure. I had to XXXX the attorney 's name in order to inquire. The attorney returned my call and before I could say anything, I was told that my account was in loss mitigation so I needed to contact Flagstar not him. I explained this to XXXX. Needless to say, this was all devastating news as one of the main reasons I fell behind on my mortgage was because I had to have a roof installed along with collapsing soffits and damaged fascia and gutters replaced. That is quite an investment into a property that is in the process of being taken away from me.
On Monday, XX/XX/XXXX, I called the attorney. I received the reinstatement quote in the mail today in the amount {$7300.00} ( valid through XX/XX/XXXX ), which included all kinds of fees and advances that I was not aware of. Today is XX/XX/XXXX. This total amount is supposed to be paid to the attorney even though {$5100.00} has already been paid. Regardless, I dont even have {$2200.00} to pay the balance. So, I contacted my mortgage counselor and she researched options and suggested I attempt to seek assistance for the balance through XXXX tXXXX XXXXXXXX. So, I completed that application today and it is currently in Pending Eligibility Review status.
I am writing today because, as of last week, my mortgage was in suspended foreclosure status. I want to make sure Flagstar is aware of the problems I have faced attempting to resolve this issue and to inform you that I am waiting for a response from the state mortgage assistance agency. I am assuming there is no one to contact me to confirm receipt of this letter or to advise me in any way. I am extremely disappointed in the way this has been handled and can only hope that someone will read this letter and make an attempt to rectify the situation.
Regards, XXXX
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| 08/30/2022 |
Yes |
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Web |
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This complaint is about Flagstar Bank. In the process of trying to pay off the mortgage, they have been withholding information and have cost me almost {$1000.00}.
My family recently sold our home on XX/XX/2022, everything was signed sealed and delivered. The payoff check was sent to Flagstar Bank the next day, XX/XX/2022. But the check wasn't received until after XXXX XXXX So by Flagstar policies, as I've been informed, the check doesn't get applied until the next day. Turns out the payoff amount wasn't enough. So Flagstar let the check sit for 2 more days before returning it! On Friday, XX/XX/2022 at XXXX XXXX CST the title company gets a notice that it's been returned. Why was no one at Flagstar going to let me or the title company know!?
The only reason I found out was that on the same Friday just a few hours before the check was returned I called Flagstar to find out some questions I had on my paper statement. After being placed on hold, during which the agent panics to figure out what is going on with the account, I find out the payoff is being returned!
So here is what happened. On XX/XX/2022 the title company I'm using calls for a payoff report. Then a few business days later on XX/XX/2022 Flagstar pays the home insurance. When they do this the escrow goes into the negative by {$440.00}.
The problem is, that on the payoff report there is no indication that funds were about to be distributed to insurance! So the same copy-paste answer I keep getting from Flagstar Bank is `` under ESCROW ACCOUNT INFORMATION, there is a line that states what the escrow balance is at the time the payoff was requested, and that there is a statement that exactly says ( subject to change ). '' And so that just gets them off the hook for this?!?!?!
How is the title company supposed to calculate an accurate payoff amount if Flagstar Bank is negligent in giving all the information?!?! It's like solving for x but Flagstar is forgetting to tell you what y equals!
So now back to the phone call on Friday, XX/XX/2022 I've now got my title company rep on a conference call trying to figure out exactly what is happening. During which a new agent from Flagstar joins the conversation and proceeds to blame all of this on me! ON ME!! Well, you should have known... I'll tell you one thing Flagstar has trained their staff well, well in the art of passing the blame!
And I should clarify, there were some problems in the sale of our home and so we closed later than we expected. The original payoff stated good from XXXX to XXXX. But, the title company already took care of that and made sure to send extra money to Flagstar! More than enough to cover the extra few days!
So what should have been done on XX/XX/2022 is on the first payoff that was requested there should have been detailed information about when the next insurance payment was going to be made as well as how much it was going to be! That information is nowhere to be found!
At this point in the call, I'm really upset, and the agent from the title company is asking questions to get this resolved and we are both getting nowhere and not getting any reasonable answers to questions. So my title company graciously says they will request a new payoff amount and resend a check to Flagstar. This caused the title company to go into the negative because they have already given our money to us. But the title company did this so that their customer, aka me, wouldn't have to suffer any more charges, interest, or fees from Flagstar.
So we are still on the phone and a new payoff report is sent to myself and the title company. This new report now has a new charge that wasn't there before a " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' for {$250.00}! That wasn't on the original payoff report from XX/XX/XXXX! So now the title company is out of pocket {$740.00}, which then transfers to me. The only response I've been given so far is that the payoff report says what the escrow balance was and that it is subject to change. And that Flagstar isn't sure why the XXXX XXXX wasn't there before but it should have been.
So that just lets you off the hook?!?!?
My questions that I need a detailed response to, not the same copy-paste responses, are these.
1. Why is the next insurance distribution date and amount not listed on the payoff? Especially when it's going to be within 2 business days!
2. Why wasn't the RHS Fee included on the first payoff? But now I'm supposed to just pay for it because it should have been there!
3. Why was no one at Flagstar going to contact us the moment they found out the payoff amount was incorrect? Do you have no decency?
4. What is Flagstar going to do about these charges? It's not my fault FlagstaXXXX didn't provide accurate information to the title company.
5. This one might take a bit more time but never less should still be answered. Who else are you XXXX over?
The only reason I bring this complaint forward is that I'm someone who is willing to take action and take a stand when I see something that isn't right. There are hundreds of thousands of people who would just say forget it and pay to get the monkey off their back, because they don't have time, or they get frustrated with the whole process, or it just stresses them out to have to deal with this nonsense. But you and I both know that Flagstar and many other giant corporations do this kind of ridiculous behavior all the time! I shouldn't have to be the town crier declaring the deplorable nature of these dealings and have to be the one to show these companies how to be a decent person and accept responsibility when they mess up! But I guess I am.
Flagstar you messed up, now the proper response is to acknowledge it and fix this issue, not just for me but for the rest of your customer base!
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| 08/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Hi, I was treated unfairly by my current mortgage servicing company, actually I believe they failed me, and I have proofs.
I would like to start by saying that since my forbearance started, caused by COVID pandemic, they have called me at least 3 times per month, to ask me if I was resuming payment, or if I wanted to sell the house, and they were human being talking to me, not robocalls..
But the " ONLY '' time they had to call me, they did not do it! Let me explain : On XX/XX/2021, I received a letter letting me know that I was approved for a loan modification.
Terms and payments were helpful, I called them immediately to establish payments, since they were not accepting regular checks ( who knows why, since my other mortgage did accept them ), so I decided to go ahead and schedule payments over the phone. I even got confirmation #.
My mistake was that I gave them my newest Credit Union account #, and since I opened it, I had changed the type of checking account, so I guess the last 2 numbers are very important ( so now I have learned at really high cost ).
I was sure everything was fine, until it didn't .. ( back in the days the USPS was really navigating bad waters, and it was even in the local news in XXXX XXXX XXXX that mail wasn't getting to people on time, but I guess Flagstar Bank were not watching the US news, so they relied on a piece of paper sent via USPS to inform me that my payment did not go thru! I was in disbelieve when I called sometimes in XXXX, to make my 3rd payment, but instead I was informed that actually none of my 2 payments did not go thru.
Now, You will not believe how I felt! I do not think I had any blood going thru my veins for a few seconds..
Seconds after I woke up from that new news, I became LIVID, ( and I hope you can understand my point of view from my side : I was certain my payments were going thru, I wasn't checking my bank statement, as I don't ck them daily, but I did not know I had to! ).. Those representative did not care, they do not understand the human side, and were not trying to fix it.. and help me...
They had no answer for me when I said that I never got a phone call, they just responded that they " sent me a letter '', and when I let them know that mail wasn't getting on time, they did not care.
Now let me ask you a simple question : WHAT WOULD HAVE BEEN MY BENEFIT IN NOT PAYING????
I NEVER missed a mortgage payment in 24 years I had mortgages!
Still, no humanity there..
Anyways, they would not help me fix the problem, but it wouldn't have been even the worst of it, in fact, I have more proofs they wanted me to fail : and that was when they told me that I could apply for a LOSS MITIGATION REVIEW. So I did.. and in the meantime the representative told me to make small payments via Cashier Checks, since my money wasn't accepted no longer..
AHAHA.. let me laugh, because the XXXX of the employees of FLAGSTAR BANK has no end!
They failed me again, how?
In order to be considered for a new loan modification thru Loss Mitigation, I NEEDED TO STOP SENDING MONEY!!!
Instead, they ADVISED me to send in payments..
OMG! Blessed is the XXXX of some people..
Dear CFPB, I lost track of the phone calls I made to them, and that I received, the hundreds of people I explained my situation to, the fake supervisors I must have spoken to, the transfers, the dropped calls..
Lastly I was explained that their investor wasn't accepting my application.
I asked who was the investor, and I was told it was XXXX XXXX.
You wouldn't believe it, but on XX/XX/XXXX, at XXXXXXXX XXXX XXXX XXXX ) I called XXXX XXXX, I spoke to a gentlemen, who told me that was going to escalate my situation. I quickly got a call from a new person, and let me know that my case was going to be looked into. And believe or not, today, XX/XX/XXXX, I received a letter with a new Loan Modification Offer, the problem is that is not really a good offer, and the reason being is that interest rate went up!!
But why when I got XXXX XXXX involved, my case moved in quickly, and when I contacted the only people I knew to contact, they FAILED ME???
Let me tell you why I am writing to you : Because FLAGSTAR BANK has FAILED me, HUMILIATED me, and NOT RESOLVED MY CASE IN A HUMANLY TIMELY MANNER!
I need help, I need to know who can research my case, and make a human decision, because I know, behind a " bank '' there is a heart, based on all that happened to me..
I never recorded my phone calls with FLAGSTAR, but they claim they do, can someone please help me?????
Thank you!
XXXX XXXX
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| 06/10/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I have been attempting to end my COVID-19 Forbearance plan with my Mortgage company, Flagstar Bank XXXX for over a year.
I requested a Loss Mitigation Application from Flagstar Bank in XX/XX/XXXX ; and received the application in the mail on XX/XX/XXXX. After completing the application I submitted all the necessary documents and application to Flagstar Bank Via fax on XX/XX/XXXX. I then received notification, Flagstar needed additional documentation. Although these 'additional ' documents were sent with the initial application Flagstar Bank suggested I upload the documents through the online portal to ensure it was not a fax error.
I submitted all documents through the online portal on the Flagstar Bank website and was finally offered a " Disaster Modification Agreement '' to bring my loan current ; this was dated XX/XX/XXXX. Although I agreed to the terms of this Modification Agreement, I notified Flagstar Bank I there were errors in the legal documents that needed to be corrected prior to my signing, notarizing and fully executing the Modification Agreement. In XXXX, XXXX I received the same Modification Agreement ( with the same terms ) that was suppose to have the errors corrected ; however, there were no corrections made. I again notified Flagstar Bank of the errors and requested the corrected Modification Agreement. Finally, on XX/XX/XXXX @ XXXX XXXX I received the Corrected Modification Agreement. I signed, notarized and mailed back the fully executed documents in the XXXX packaging slip that Flagstar had provided on XX/XX/XXXX.
Upon follow-up of the process, it was explained to me there may be shipping delays due to COVID-19 delays that were being experienced in addition to the holiday season. I continued to wait for finalization of the process from Flagstar Bank.
In XX/XX/XXXX, Flagstar Bank then advised me the XX/XX/XXXX Modification Agreement had been closed and I would have to complete the entire Loss Mitigation Application process again. When Flagstar sent me a new " Loan Modification Agreement '' dated XX/XX/XXXX, the terms were much different and the interest rates were much higher than the initial plan I agreed to in XX/XX/XXXX. Flagstar expressed there was nothing they could do to assist me and could not explain what happen to my XX/XX/XXXX agreement.
As I was trying to escalate this issue with Flagstar Bank Supervisors, I received in the mail via XXXX on XX/XX/XXXX my copies of the XX/XX/XXXX Modification Agreement which was FULLY EXECUTED, signed and notarized by both myself and Flagstar ; in addition, the cover letter provided with my copy of these documents stated " Enclosed for your records is a copy of the fully executed Modification Agreement and/or Partial Claim Agreement '' and my COVID-19 forbearance was closed out.
Flagstar is now telling me, this XX/XX/XXXX letter and fully executed documents are not valid and I will go into foreclosure if I do not agree to the newly offered Agreement with higher interest rates.
I feel that Flagstar Banks errors have created substantial complication in addition to an increase of financial liability for me.
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| 10/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I have paid my mortgage to Flagstar Bank, XXXX, MI, of {$1900.00} every month since closing in XXXX, XXXX. On my XXXX or XXXX, XXXX statement, I noticed that my payment was escrowed for homeowners insurance. I promptly called Customer Service to inquire about this since I never signed up for escrow and pay my insurance and taxes directly. I had my insurer send the appropriate documentation confirming that the insurance was paid up to date. A Flagstar Bank 's Customer Service rep confirmed in a later call that it was up to date and my mortgage would be put in order, Escrow account would be closed. Every single subsequent call with this Bank 's service people confirmed by the end of our call that everything would be corrected and put in order ; the error would be corrected. Throughout this period, my payments have been continued every month automatically from my bank. A late fee was waived due to their error in XXXX, XXXX.
Every single month since XXXX or XXXX, I have gotten calls, and now letters, from their Loan Mitigation Department ( Collections. ) According to my records, I have called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, early XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I even sent a Registered Letter to the Loss Mitigation Department and copied by Registered Mail, XXXX XXXX XXXX, Flagstar Bank 's Head of Servicing, to explain ( again ) the problem and requested that they move the funds from the Escrow and suspense accounts, which I have been told since the XXXX call would be closed, applied to my principal and interest. I received absolutely no reply to this letter.
I followed up again on XX/XX/XXXX with " XXXX '' in the Escrow Department which was very promising. She totally understood the problem, made the appropriate computer notations and instructions to escrow/suspense account personnel, and said it would take 3-5 days to make the corrections and apply the escrow and suspense to my P & I. Today, XX/XX/XXXX, I received yet another letter from XXXX XXXX dated XX/XX/XXXX, to " consider your options. '' In my entire career in the mortgage securities business as an XXXX in the XXXX XXXX divisions of major reputable corporations, I have never seen nor been victimized by such egregious incompetence. With a 2.75 % mortgage at stake, I almost understand it, but they signed a contract to service my loan and I will continue to pay it.
However, inasmuch as there may be harassment and/or fraud involved ( perhaps??? ), I request that my case be reviewed by the CFPB. I have followed up monthly and diligently with Flagstar Bank since XXXX or XXXX. It is now almost 6 months where their employees have said that they have resolved this issue, yet their Collections Department continues to call, send letters and apparently no one, including XXXX XXXX, EVP and XXXX XXXX XXXX has resolved the issue on my outstanding loan of $ XXXX.
I have documented all calls, and can send documentation, letters, notations of the calls, and statements, etc.
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| 10/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Flagstar Bank Escrow Issue Summary Flagstar Bank purchased my loan, and all associated obligations, from XXXX XXXXXXXX XXXX on XX/XX/XXXX. I was notified of this via a welcome packet sent from Flagstar on XX/XX/XXXX. Upon receipt of the welcome letter, I called Flagstar on XX/XX/XXXX to confirm that there were no actions I needed to take to ensure a smooth transition to the new lender. Both the welcome packet, and the customer service representative, indicated that there were no actions I needed to take to ensure a smooth transition, except to create an online account with Flagstar, which I did.
My first payment to Flagstar was on XX/XX/XXXX.
In XXXX of XXXX, I received notice from my Homeowner 's Insurance company that the next year 's premium was coming due on XX/XX/XXXX. The notification indicated that This Is Not A Bill, and that a copy was sent to my mortgage loan servicer. Given Flagstar 's repeated indication that there were no actions I needed to take, I then naturally, took no action. I was away for much of XXXX. Upon returning home on XX/XX/XXXX, I saw a final notice from my Homeowner 's Insurance company indicating that my bill had not been paid. It further indicated that failure to pay would result in termination of my insurance, and thus, a lapse in coverage.
I contacted Flagstar Bank on XX/XX/XXXX, and was informed that though Flagstar had the name and contact info for my insurance company, Flagstar was unable to make payment on behalf until I gave them permission to do so. This was contrary to what I was instructed previously. I gave Flagstar the needed permissions and they mailed a check, which would arrive XXXX days after the due date. They indicated an inability to wire or courier the funds to meet the obligations they purchased from XXXX XXXX XXXX To prevent a lapse in coverage, my insurance company thus required a deposit on a credit card, from me that day, to cover the account until they received the check from Flagstar. I had no choice, so I paid on my credit card, and then received a reimbursement.
The following week, I requested an Escrow Waiver from Flagstar. On XX/XX/XXXX, I was granted an escrow waiver, but was informed of a large fee of over {$600.00} to move forward with the request. I have continually informed Flagstar that I am unable to accommodate payment of a fee to ensure that my bills are paid properly and on time. This is natural given the danger Flagstar nearly put me in, had I not been proactive. Flagstar, while admitting on XX/XX/XXXX that they are not legally required to levy the fee, insist upon it. Representatives have insisted that there is no way to remove it.
Flagstar Bank is a company I never chose to be in business with. I refuse to be penalized for ensuring the security of my home and family.
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| 09/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX Requested Forbearance based on CARES ACT. I specifically asked if my loan or credit would be negatively affected. I was definitely concerned about that, I did not want to request a forbearance, but we were in a tough financial position due to COVID, and being on XXXX XXXX. Flagstar assured me that I would not be negatively impacted, the loan will be on pause and the time would be added to the end of the loan.
XXXXthere was no paperwork I signed in order to enter forbearance, I completed a quick online application After a couple of months, I called concerned after seeing my total amount due being increased as if I am in debt that amount. They assured me that since this was a COVID forbearance, after my forbearance is over they will adjust my loan and this will not negatively impact me.
Feeling confident in what they repeatedly told me, we took our time to get our finances in order and remained in forbearance for 1 year.
XX/XX/XXXX, we requested ending our forbearance, we were told to make payments for 90 days in order to end the forbearance XX/XX/XXXX our forbearance ended. We were told that in order to make our account current, we would need to resign a new loan. Essentially like a refinance, and by doing so our mortgage insurance would also be removed.
New loan documents showed that my mortgage loan went from {$490000.00} to {$520000.00} My original loan ( XX/XX/XXXX ) was : {$500000.00} Update XXXX XXXX : Called Flagstar to request copy of my forbearance application and agreement. Rep looked for a while and stated that she could not find an application for forbearance. Instead sent me a document that was mailed to me showing that I was in the forbearance program. I asked how I was able to agree to the terms of the forbearance if their is no documentation, and she was not able to answer that question.
Summary : We feel that Flagstar participated in predatory lending practices by not being clear about the fees or financial implications of being in forbearance Had they been clear, we would not have entered into forbearance, as difficult as that would have been for us They reassured me this would not be harmful more than once, when I shared concerns about the financial implications of forbearance They took advantage of people in vulnerable situations during a worldwide pandemic They indicated we would have our mortgage insurance removed after refinancing We were told refinancing would bring our account current, but were not informed that there would be a significant increase in the loan balance.
Neither party has an agreement to the terms of the forbearance, another example of how nothing was clear or agreed upon, and they were able to assure me via phone that there would be no fees or negative consequences.
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| 10/12/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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RE : XX/XX/XXXX Late Payment I am requesting to please remove the delinquent payment that was applied to my credit score for the month of XX/XX/XXXX. The delinquent payment was due to a bank error and not delinquency. The following is the history and background of what transpired.
XX/XX/XXXX - I made my XX/XX/XXXX online Flagstar mortgage payment. On that same day, I made {$4500.00} deposit into my bank account to cover the mortgage payment and any miscellaneous first of the month transactions ( bank account should have been credited {$4500.00} instantly ).
XX/XX/XXXX - Flagstar attempts to pull funds from bank account and is denied due to insufficient funds.
XX/XX/XXXX - Bank deposits money into account 48 hours late. The bank does not know why this mistake happened as the funds were supposed to be instantly available.
XX/XX/XXXX - I realize the mistake the bank made in not posting the funds immediately while looking at my bank account online. I promptly correct the issue and make the XXXX payment.
XX/XX/XXXX - XXXX mortgage payment is made.
XX/XX/XXXX - Receive credit score alert that my credit score now has a delinquent payment due to our mortgage payment not going through. I quickly called my bank and was furious. They couldnt explain why the check was not automatically deposited into my account as was done several times before. They apologized and promptly refunded the NSF / Overdraft Fees that occurred during that time period ( making my account overdrawn and unable to process the mortgage payment ). They also apologized and said there was nothing they could do about the missed mortgage payment but said to contact Flagstar, explain the situation, and show the refunded NSF/Overdraft fees as validation of the mistake.
My wife and I are both self employed. I am a consultant and my wife owns a restaurant. This is the first time a late payment has hit our credit report. The reason why we had to push our payment till the end of the month was my clients were late paying their invoices and the restaurant is always slow in XXXX. COVID has very much impacted our finances but we pay our bills and have no desire to apply for forbearance. This payment should have gone through without any issues and its incredibly frustrating! We will be switching banks because of this mess, I understand mistakes happen but this could have major implications on my score for years to come if its not corrected.
We respectfully and humbly ask for you to remove the late payment on our credit report due to the honest attempt to pay on time ( XX/XX/XXXX ), extenuating circumstances/mistake with our bank, and our flawless payment history.
Thank you for your consideration.
XXXX XXXX
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| 08/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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All of this pertains to flagstar bank holding money from undisputed claims due to a hurricane. There has not yet been a settlement but rhe insurance company has agreed to some payments at this point.
My home was damaged by hurricane ida. XXXX. A year later I am still fighting everything and attempting to make repairs. I have an attorney and mediation date set coming soon. The ins company issues an $ XXXX check for undisputed claims. It was of course written to the mortgage company and myself. They allow {$40.00} increments. I am at a point where I need the remaining money they are still holding. I have contacted them multiple times and each time I am given a different story as to what is missing that they need. My attorney has provided them with everything more than once. Every time I call it is something new and having to wait. Presently waiting in the same documents that were already faxed to them multiple times before the mortgage company inspector can schedule to come out and check on the progress and make sure a certain % has been done before there is thought of more money being cleared to be issued to me. This is money that they should not get to hold and make me wait on. I was told in one conversation that the inspector would call me within a week to schedule. Multiple weeks later after still no call, I called back and was told I'm missing information and they can't do anything further until they have it. Was told that without this missing paperwork - the inspector can not see if the things repaired were listed. I do not have a list of anything like that with specific money amounts to say what needs repair and in what order. Also was told they won't send an inspector out unto 80something % of repairs are done. I dont have them money to do 20 % of my repairs yet so that made no sense. My attorney sent them the info they requested yesterday and again today, this os the same info they received months ago, and again waiting until they get it to have an inspector schedule to come here then take days to finish his part then more days to allow the funds to be cleared to me before they can send it toe via us mail. There is a recording before each time I sit on 30 plus minute hold to speak with someone that says the conversation may be recorded. They should record all of them because their employees don't know the answers to customers questions yet they give answers they think are good enough- and not accurate!
Undisputed claims money does not need an estimate or further paperwork. It's undisputed - I need it for repairs - to my home.
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| 09/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Flagstar Bank services our mortgage. Due to various circumstances, including my wife being diagnosed with XXXX during the pandemic, her XXXX classifying her as a high-risk individual, and events involving my job, we were forced to take a mortgage forbearance.
Flagstar did what it could to ensure we agreed to pay the forbearance amount up front. While we continually insisted that we wanted to place the amount owed at the end of our loan period with an APR of 0 %, applying to that amount as we were legally allowed to do.
Tactics like offering to refinance our 30-year conventional with a 40-year meant an opportunity for tens of thousands of dollars of extra interest payments over the life of the loan. Flagstar representatives continually called us, demanding we frequently verify that we didnt move out or intend to sell the property.
Once we could proceed with resuming monthly payments, Flagstar agreed to move the amount of the forbearance to the end of the loan period. We thought we could finally move on without accruing additional interest on that amount. However, things were not that simple. During the forbearance period, Flagstar demanded a payment of {$2800.00}, which we paid out of desperation.
The transaction history file Ive included indicates the payment of {$2800.00} was applied to the mortgage principal but subsequently reversed, with Flagstar holding {$1600.00} in suspense. Our monthly mortgage payments increased, and its still unclear whether or not Flagstar is still holding {$1600.00} hostage.
Now XXXX has reduced two of my credit lines as a reaction to Flagstar reporting the mortgage account as being more than 120 days past due. The reported balance is higher than when we initially obtained the mortgage three years ago.
Upon looking at a breakdown of what is owed on our monthly statement ( the account is paid online where this information is not present ) Flagstar added the amount of the forbearance as a second mortgage, and it appears that they added that amount to the total owed. As of the last reported date of XXXX XXXX XXXX we have no missed payments but have paid off 0 % of our total loan amount.
At every point, we have seen the ethical shortcomings of the people who pilot Flagstar. even something as simple as removing the PMI on the property due to its appreciation in value was ignored. I need help. My family needs help. Thank you for any you can provide.
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| 04/14/2022 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage loan was on Mortgage relief program due to my source of income got affected by Covid 19 at pandemic. Mortgage relief was called Foreberance. Therefore we are temporarily excused to pay our monthly dues for at least a year or until we can able to pay again our regular monthly mortgage. We temporarily stopped paying from XXXX to XX/XX/XXXX, however I call Flagstar Bank regular to give them an updated regarding my financial status and update them regarding my job status.
On XX/XX/XXXX, before the said year ends, I notified them that I will be able to resume my monthly mortgage starting XX/XX/XXXX since I already got a regular job and that my financial status is already stable. Flagstar Bank sent me all the required paperwork to fill out and sign and notarized them before I send it back to them. After about 4 weeks, I followed up with them if my mortgage loan status I already current, Flagstar Bank confirmed that my mortgage loan status is back to current and that FHA has released them the money to cover all the dues during the months that I havent been able to pay. According to the paperwork that I signed, I now owe dues to FHA and not Flagstar Bank, and wil have to pay FHA loan on year XXXX or the loan can be deducted if we decided to sell the property someday. The total amount is {$29000.00}. Therefore, this amount should not appear anymore in my monthly mortgage statement since FHA have already released the money to them but Flagstar Bank is not cooperating until to clean my records. I have called them multiple times already since XX/XX/XXXX to clean my record and stop sending a separate statement under the A company name called XXXX XXXX that states I have a due of {$29000.00}. The loan statement is give to to me separately from my regular monthly mortgage statement that I should pay {$2600.00}. Whenever I call Flagstar Bank, they only tell me that they will fix it and let XXXX XXXX know about the problem and that I should not worry about it. I cant stop worrying about since they told me that it will be for 90 days. That 90 days have passed and Im receiving a statement from XXXX XXXX. It looks like Flagstar Bank doesnt seem to do what they are supposed to do. Since all my calls are recorded, they should have all the recording of all the conversations between me and their representatives. I have attached the latest copy of the statement from XXXX XXXX for their reference.
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| 06/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I was under the COVID relief hardship program and was approved for a loan modification. Flagstar Bank sent me XXXX packages, in each package, there were XXXX copies of a Modification Agreement. 2 for us to send back, 1 for our records. The 2 copies were to be notarized and sent back which I did, however, Flagstar is now claiming they never received the documents and that I now need to reapply for a new loan modification. I believe they are doing this being they no longer want to honor the new rate of 2.875 %, my original rate was 3.875 %.
Flagstar Bank claims to have sent ONLY 2 packages- on XXXX, XXXX, 2022 ( tracking # : XXXX ) and XX/XX/2022 ( tracking # : XXXX ). However, if you refer to the image ( XXXX XXXX ), you can clearly see they are disorganized and tried sending a total of XXXX packages. Images ( XXXX XXXX & XXXX ) clearly show they created a package to ship to me on XX/XX/2022, however it was never dropped off. They also sent a package on XX/XX/2022 ( tracking # : XXXX ) which was delivered back to them on XX/XX/2022 and signed by employee ( XXXX XXXX at XXXX hrs ), images ( XXXX XXXX & XXXX ).
Flagstar Bank has no records of the XX/XX/2022 package being sent back. In fact, they claim that tracking number is not even in their system. I have provided tracking numbers of both packages that were delivered to me on XX/XX/2022 and XX/XX/2022, both being shipped back and delivered on XX/XX/2022 ( tracking # XXXX : XXXX & XXXX ). Both packages were received and signed for by an employee named XXXX XXXX on Monday, XX/XX/2022 at XXXX hours.
Flagstar also claims that my package was incomplete hence why they cant apply my loan modification. However, I was never notified of this until I called in. In addition, if claims of one of my packages being incomplete are true, why did they not use the second package I sent it on the same day, which was confirmed to be delivered AND signed for. I sent the documents in a timely manner and have made all my payments during the trial period.
Flagstar is making me apply for another loan modification even though they received my packages which were signed for ( XXXX XXXX ). I believe they are using the same tactics from years prior which resulted in action from the CFPB in order to correct it.
I believe its unfair that Im being penalized if they have received my loan modifications. Thank you for taking time to read this.
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| 08/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Hello- I am a XXXX XXXX XXXX Veteran, who is rated 100 % service connected XXXX by the Veterans Benefit Administration or the " VA. '' Because of this, in the state of Illinois , I am eligible for the Veterans with Disabilities Property Tax Exemption . This means I pay {$0.00} in property tax for the rest of my life. Per the law, we waited for one year after purchasing our home to file for this, which we were approved and have begin receiving tax statements indicating {$0.00} balances for XXXX & XXXX ( attached ). We worked very diligently with our old mortgage company, XXXX XXXX XXXX ( XXXX ) in removing the taxes from our mortgage payment since XX/XX/XXXX, which was over ONE YEAR since we closed on the mortgage. We filed a complaint to CPFB about XXXX and received a response ( attached ). However, on or around the date of receiving the response from XXXX, and CPFB our mortgage was transferred to Flagstar Bank. Needless to say, we have had to start all over again in working to get the taxes removed. We have spoken to multiple representatives at Flag Star and have our property assessed multiple times. Unfortunately, our mortgage payment has increased by exactly {$200.00} since the assessments. Our taxes have not been removed despite providing Flagstar with necessary records and documents, including an official letter ( attached ) from the XXXX XXXX Assessors office specifically stating we pay {$0.00} in taxes under the Homestead Exemption for Veterans with Disabilities law. We were told by Flagstars representatives that the letter must specifically show the exact dollar amount in compliance with Flagstar policy in order for them to process the exemption and make changes, despite sending them the most current tax bills containing the amounts. We then went back to the county and were told that they do not put exact dollar amounts in exemption letters due to the fluctuating nature of the assessed property values. Which puts us to where we are at now with higher mortgage payment and still paying property taxes despite the Illinois Homestead Exemption for Veterans with Disabilities law. We have done all we can by submitting current tax bills and a letter from the county assessors office. Please find all necessary docs attached to this request.
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| 08/30/2022 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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Our co-borrower submitted a complaint yesterday. She is a 'borrower ' on our loan modification documents, but Flagstar Bank will not add her to our account as a borrower or as an authorized person. Today, she received an email response from Flagstar and CFPB that stated : " This complaint lists someone the company does not recognize as their customer or their customer 's authorized representative. '' This is exactly the point she was making in her complaint. Her complaint submitted yesterday stated the following : " The mortgage for our house was modified by Flagstar Bank. In the modification documents that were signed by everyone and recorded, Flagstar included me as a 'borrower. ' Originally, I was on the deed as an owner, but I was not on the original mortgage loan documents as a borrower. During the modification process, Flagstar added me as a borrower, I think because I have an ownership interest in the property. The loan modification document that includes me as a borrower has been signed by everyone ( including the Vice President of Flagstar ), notarized, and recorded. Still, Flagstar refuses to add me as a borrower and an authorized person on the account. I can not make payments or discuss the mortgage loan even though I am technically a " borrower '' on the legal document. I tried to fix this issue with Flagstar, but Flagstar refuses to talk to me. Flagstar claimed that I am not a borrower even though my name is listed as the 'borrower ' on the first page of the modification and 'borrower ' is my title on the signature line next to my name. It is not okay with me that I am a borrower on the legal loan document, but can not discuss any matter with Flagstar or access any information about the loan. Flagstar said that because I am not personally liable for the loan, I am not a borrower. This can't be true because our lawyer told me that there are many people who are borrowers with non-recourse loans who are not personally liable for their loans. '' The loan agreement listing her as a borrower and the response to her complaint is attached.
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| 01/18/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX and I have been seeking help for loss mitigation from Flagstar bank since XX/XX/XXXX( when my husband moved out ) I spoke with an agent there and they told me since my husbands name was on the loan that he would have to fill out papers with me or have my divorce decree that states me awarded the marital home XXXX XXXX XXXX XXXX, MI XXXX. My divorce was final XX/XX/XXXX. I was awarded the home and filled out another application and faxed it XX/XX/XXXX for loss mitigation at Flagstar Bank. I called mid XXXX to check on the status and they told me they never received it. I then re-submitted the application via uploading it to their website on XX/XX/XXXX Since my loan was a FHA loan I then contacted HUD agent XXXX XXXX who then became in contact with someone at Flagstars loss mitigation center. Tuesday,XX/XX/XXXXXXXX contacted me via email stating Flagstar had once again not received my new application. She then sent me another email stating she spoke with someone at Flagstar and to send them the missing documents ( XXXX XXXX award letter and Divorce decree page 10 ) by Thursday XX/XX/XXXXit would give them time to review my case. On WedXX/XX/XXXX I uploaded the XXXX XXXX award letter as well as page 10 of my divorce decree via flagstars website ( I have attached the proof of me uploading these documents ). Late XXXX I called Flagstar and they 1told me it was too close to the for sale date to review my application. Yesterday XX/XX/XXXX I called to request a log sheet of when I have called and they told me I have to have a court order to do that. So I am coming to you for help. I purchased the home for {$82000.00} and they are selling it sheriff sale for {$45000.00}. I dont understand why they cant help me reinstate my mortgage that is currently at {$78000.00} but can sell it under me for {$45000.00}. Any help is greatly appreciated.
Thank you for any help resolving my issue, XXXX XXXX ( XXXX )
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| 08/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Our loan was transferred from XXXX to FlagStar in XX/XX/2022. Our autopay to XXXX continued until XX/XX/2022 and Flagstar collected those payments. We were not notified of this loan transfer. We do not receive mail at the physical address and had advised XXXX we require electronic notices. We could not know we were falling behind because the auto payment continued as usual until they abruptly stopped. We discovered via our credit report.
We called Flagstar on XX/XX/2022, and they could not offer any assistance or explanation, so we paid three mortgage payments on XX/XX/XXXX. The website reflected the payment as accepted.
When we logged back on to the portal this month, the portal no longer indicates those payments. They were deleted. We made those three payments again today, XX/XX/XXXX. The portal reflected as accepted. Then we received a text that the payment failed. We called Flagstar again. The representative XXXX, last name unknown, said we dont know nothing. That is a direct quote. She said they had no record of is ever making payments. We advised her we had texts FROM FLAGSTAR advising us to call this very number to get it resolved. We asked to speak to her supervisor and she said Im telling you nobody here knows nothing. When we finally persuaded her to speak to a manager, SHE spoke with the manager and came back and said we couldnt pay online becomes we were behind. So clearly her manager was able to determine the sissies nut not resolve it. Her manager would not speak to us.
She said we would have to wait and see if the portal worked someday. When we advised this was not acceptable, she said all she could do was put in another payment because she dont know why Flagstar does it that way. Now our credit is ruined. We have sufficient funds to pay all payments and have never been unable to pay. We simply need Flagstar to accept the payments. We need to have this false credit reporting removed.
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| 06/16/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I received a notice from my county tax office that my taxes for XXXX had not been paid. I contacted Flagstar and opened a case. They said I would receive an e-mail in 7-10 days that it was resolved. I never received the email so I called again on XX/XX/XXXX. The person I spoke to said they were doing a re-analysis on my escrow and I would receive an email to let me know it was resolved. I then received an email on XXXX stating it was resolved and received an overpayment refund of {$320.00}. On XX/XX/XXXX, I received a certified 2nd notice stating my taxes from XXXX had still not been paid. I called again. They assured me they would take care of it and I would receive an email when it was resolved. On XX/XX/XXXX, I received the email and a second overpayment refund of {$12.00}. On XX/XX/XXXX, I received a final notice from XXXXhe county that my taxes had not been paid. I called the county office this time and they informed me that back in XXXX, XXXX had contacted them and asked for a balance, but had never made payment. I called Flagstar again and was assured it would be resolved and I would get an email. I received an email on XXXX, almost a month later, that it was resolved. I then received a notice that my mortgage payment was going to be {$150.00} more starting in XXXX due to a {$970.00} escrow shortage. I called on XXXX and spoke to a manager who stated I would receive a call back once they did another escrow analysis. I received an email stating it was resolved and no phone call. The mortgage payment is still {$100.00} more than what I was paying. I do not feel I should be paying extra now due to multiple errors on their end. If my taxes had increased, I would understand. However, this is something they should have been able to fix and clear up after the very first phone call back in XXXX.
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| 01/25/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
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- Problem with customer service
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Web |
Older American |
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I received a check from my insurance company in XXXX for funds in reference to hurricane Irma. I contacted Flagstar bank and they sent me a packet to fill out and send back with copies of the companies XXXX, Ins adjusters work sheet, conditional waiver of lien, contractor affidavit, repairs affidavit and property owner contract. All were sent along with the endorsed check in XXXX.
I have been in contact with Flagstar starting in XX/XX/XXXX however i did not start documenting until XX/XX/XXXX. On each occasion I spoke to a customer service person in the Loss Draft Department. Each time there were frivolous excuses given for why they had not sent my check to me so that we could get a start date for replacement of our roof.
On Each time I called : XX/XX/XXXX / 21 minutes on hold XX/XX/XXXX / 1 hour and 40 minutes trying to resolve issues that did not exist because they had all the paperwork necessary to release the check.
On XX/XX/XXXX I was told the check would release.
XX/XX/XXXX I called again and was told the check released on XX/XX/XXXX and it would take 10 days to get to me.
XX/XX/XXXX I have still not recd the check. Flagstar is holding my money and causing damage to an already damaged roof for no reason. It was my understanding the reason the insurance companies put the insurance check in both our name and banks name is to insure that the work is done to protect the banks investment in the home. So why are they giving me such a hard time about releasing the check? I believe that the bank is stalling and holding my money hostage for a reason I can not fathom.
reference loss draft ID # XXXX telephone number XXXX
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| 06/16/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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XXXX XXXX secures mortgage for XXXX XXXX XXXX XXXX, XXXX, AZ, my current residence XXXX Foreberance covered by HUD Lien in the amount of XXXX XXXX I sign note, notarize and send back to XXXX XXXX Hud brings loan current by applying lien amount to account.
XXXX XXXX sells mortgage account to Flagstar with lien amount intact XXXX Flagstar offers XXXX refinance on current loan XXXX Flagstar discovers HUD lien was never filed with the XXXX court or mortgage title.
XXXX Flagstar can not produce original note signed by me and notarized XXXX Flagstar claims that court refused note because notary stamp was not clear, but can not product evidence that it was rejected.
XXXX Flagstar wants me to sign an exact duplicate of the original note to file with XXXX XXXX XXXX Flagstar threatens to remove {$10000.00} from my account ( added by XXXX in XXXX ) if I don't sign.
XXXX I commit to sign if verbiage in the note explicitly declares the note a replacement in its entirety from the original lost note.
XXXX So far, Flagstar will not produce a note with that verbiage to hold me harmless from the original that they can not produce.
XXXX XXXX to Hud. Their position is that XXXX is responsible for the Lien amount and because there is no legal note, and the loan was sold, I am no longer responsible for repayment.
XXXX Flagstar repeatedly sends me a copy of the note, wanting me to sign it without identifying it as a replacement for the original lost note. They have not produced the original Note or evidence that it was rejected from XXXX XXXX XXXX.
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| 04/27/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I was furloughed because of Covid and was put in forbearance for 18 months. When I resumed work this past XXXX, I contacted Flagstar Bank about resuming my payments. My ability to make payments online had disappeared, and they would not accept payment over the phone. I was told that I would be given options in a few weeks to get back on track. Since that time, I have called Flagstar regularly, and have been told over and over again that I would receive my options soon. I have repeatedly submitted documents regarding my furlough and income. Last month, I was finally able to pay the mortgage over the phone. I was told I will receive loan modification documents to get me back on track. I received the documents. Flagstar wants me to go from a 4.1250 %, 291 month mortgage to their new offer of 4.6250 % 480 month mortgage, and a partial claim of {$32000.00}. I missed 18 months of payments, and this bank wants to add 189 more payments??? And my payment would only go down {$32.00} per month!!
My credit is great, my income is great, and I have about {$300000.00} of equity in my home. I do not want to refinance into their horrible terms. I want to defer the 18 months of payments ( that I didnt pay during furlough ) to the end of my mortgage. Flagstar wants me to add 189 months to my mortgage at a higher interest rate. Please tell me what my next steps should be.
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| 09/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX and XXXX XXXX We have our home loan with your bank ( # XXXX ) and we recently had some significant water damage in our kitchen. We have been without a usable kitchen for over two months as we have worked to repair damage and line up contractors. After A LOT of work, XXXX our insurance company finally processed the claim.
When I call Flagstar I am literally unable to get through to your " Property Claim Center '' -- I suspect this might be an outside vendor that you use?
The phone tree gave me an inaudible access code that is needed to use the website. There is NO information anywhere about who XXXX should make the check out to ( Flagstar Bank? XXXX who services the mortgage? ) I have called Flagstar no fewer than 5 times this morning and been transferred to the mortgage department three times. All three times I have asked for a manager. In all three cases, the person told me they would transfer me to property, and they did, which resulted in a 30+ minute hold time when I was unable ( each time ) to get on the phone with a live person. I have been working at this since XXXXXXXX XXXX this morning MT ( it is now XXXXXXXX XXXX MT ).
I am literally UNABLE to submit the check for the property claim or the supporting documentation as required due to their exceptionally poor service and phone tree.
Sincerely, XXXX XXXX
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| 06/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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This is hands down the worst mortgage company I have ever dealt with. I had not heard of them when they purchased my loan. They never contacted me, nor did my previous loan company. I continued to pay the original company for several months and then got collection notices from Flagstar for a loan I wasn't even aware of. In the transfer process, my homeowner 's insurance lapsed for non payment and Flagstar was a nightmare to deal with on that matter. I went without coverage for several months while they refused to apply my insurance payment from escrow.
They then claimed that they underestimated my escrow and my payment went up by 23 % month. I was never notified of this and was again turned over to collections. I called immediately and found that since my payment had changed, the former amount was considered a partial payment and that it had been applied to principle. I asked that they reapply that payment and I made up the difference immediately. They took my additional payment, applied it to principle and are now charging fees and attempting to collect a full month 's additional payment again.
Customer Service is incredibly poor trained and are rude and inexperienced.
I WILL ADVISE ANYONE NOT TO CHOOSE TO DO BUSINESS WITH THIS COMPANY!
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| 06/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have applied for and was granted a covid forbearance when I lost my job due to covid. When it was time to start repayments in XX/XX/2021 I applied for and was granted a deferral to add the forbearance to the end of my mortgage. My mortgage company has never given me the deferral even after I have followed all of their directions. I have called them every month since XXXX and explained to them my situation and I followed their advice every time. I was told that multiple times that I was approved and in a few weeks from that call I would receive the deferral. The mortgage lender has sent me loan modifications that I did not ask for and they tell me that this has restarted my deferral process. I have called every month to keep making my regular payments and I have been told multiple times that I have been granted the deferral only to get another loan modification that I did not request. I have explained this every month to my mortgage lender and they keep telling me that Im approved for my deferral and to keep making regular monthly payments. I have no idea why the mortgage lender is a keeping me in this loop of constant worry and fear and deceit while I am following their instructions exactly.
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| 09/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was laid off in XX/XX/XXXX due to covid-19, I was unable to pay my mortgage when I finally was able to pay my mortgage ( XXXX ) then made it a very big hassle to get my mortgage restarted, I have filed multiple loss mitigation applications and I have to call the bank every single day to find the status of anything out, they keep denying my loss mitigation application saying that I'm missing paperwork, even after I submitted everything they requested multiple times. they told me they finally approved my application and then they said I was denief for all repayment plans but did not give any reason as to why.. I'm at the last stage of tge mihaf program in the state of Michigan, i was approved for funding and the bank is just waiting on the money, they are aware of this from me and from the mihaf program who has been in contact with them. I spoke with flagstar bank XX/XX/XXXX and they said that my house was not on auction status but i have seen that it is and supposedly they had put a team together to sort out the mihaf money issue. I have talked to lawyers about filing for bankruptcy which I may have to do if they can not figure out what they are going to do
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| 08/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage that is serviced by XXXX Bank. In XX/XX/2021 there was a freeze inTexas due to power outages. We have been trying to restore our house and move back in. Every check given to us by the insurance company has been meet with resistance by the Loss Draft Department within XXXX Bank. Needing the Insurance adjusters claim information, inspections, delays in receiving funds while they held them, requiring numerous calls to the Loss Draft Department and being on hold for 20-30 minutes before speaking with someone ( calls usually lasting 45 minutes to an hour ).
The last check received by the insurance company to finalize the construction has been held by the Loss Draft department for over 2 months. I have made 5 phone calls, again on the phone for hours, to hear they were releasing the funds and the monies never being released. In the interim I've had numerous contractors threatening liens on my property. i've elevated my dismay to the supervisors and now upper management.
While I'm writing this, I've been on the phone with them for over an hour. IF I HAVE RESOLVE, THIS NEEDS TO BE STOPED AND THEY SHOULD BE REPRIMANDED FOR THEIR ACTIONS.
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| 08/23/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Since XXXX, I have been on a COVID-19 forebearance through the Act. I was told that being on the plan as described on government and the loaner and websites that I would not face credit reporting or backlash for being on this plan up to 6 months. In XXXX the lender sold my mortgage to Flagstar bank. They call or send me letters every day Today they put a note on my front door to call them. Every time I call them, they tell me the same thing ( that I'm on a Covid forebearance, and that it is through XXXX, and I have to call in XXXX to extend it because I qualify ). They tell me I have 4 ways to handle things when the forebearance is done. They ask me ( every time ) why I suffered from Covid. This is all extremely harassing, down to a note to call them being placed on my front door today despite talking to them like 3 times in XXXX alone being told and asked the same things every time! When I was working with my former company, this did not occur. This is harassment and feels like it should go against the Covid mortgage forebearance Act.
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| 07/17/2022 |
Yes |
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- Trouble during payment process
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Web |
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My fiancee and I refinance our loan with XXXX and received a nice lower mortgage payment of $ XXXX. Then XXXX sold our loan to this shady, unethical company called Flagstar. We received a bill on XX/XX/2022 stating that we owe them {$1200.00}, a {$250.00} jump from our regular monthly payment. They claim that it's due to a shortage in our escrow. This is XXXX! Flagstar pulled this XXXX with us before. They used to service our account. This is why we went with XXXX. This is a shady outfit and if you check your complaints you will see that many of Flagstar 's customers have similar problems with this shady, unethical company.
I'm writing this complaint to add to the many complaints this company has. My next step is to go to the attorney general of Florida. My fiancee and I work too hard to have some out of state shady, unethical company steal money from us. As I said we work too XXXX hard.
I don't know what help we can get from Consumer Fiancee Protection but we need protection from this lousy company. ( Flagstar )
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| 01/08/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Follow up to previous issue.
Today I tried to make 5 payments + late charges by phone. This is before the XX/XX/XXXX deadline that was outlined in the servicer response to me and the CFPB drafted by XXXX XXXX. Despite 3 attempts to make this payment by phone, no agent would accept it. Further, each agent told me they could not see the letter I am referencing. ( This letter is the response attached to my previous complaint ).
When I requested a supervisor, I was refused. I requested a call back, which the agent indicated they would send an email to their supervisor but could n't guarantee a call back. I asked if the agent could email XXXX XXXX - the respondent on my previous complaint - and was refused this as well.
I am immensely frustrated at this point - the servicer is not following their own guideance and making it extremely difficult to simply make a payment. I have initiated a payment from my financial institution in the amount of {$5500.00} to cover the full arrears plus the next payment due.
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| 08/25/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Upon receiving loan modification in XX/XX/XXXX we agreed to the terms within the modification agreement. We had the modification agreement signed and notarized by all parties necessary. We return the modification agreement to the lender, they reviewed it signed and notarized it. The agreement was then recorded in the local county on XX/XX/XXXX.
The agreement is now not being honored by the lender, they said that there was a notary issue. I was uncertain of the notary issue when I was sent out the same modification letter in XX/XX/XXXX. When I received that modification agreement, I contacted them and was told it was sent an error and to discard it. Now Im being told that they will not honor the original agreement from XXXX because of a notary error. If there was a notary error, why would you notarize and sign it to begin with? If there was a notary error, why would it be recorded on public record in my local county? Please remedy this ASAP.
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| 08/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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escrow recalculation due to error BY mortgage company .The escrow department had XXXX parcel id on file for this XXXX piece of property. Escrow paid XXXX annual tax bill on BOTH properties..one of which does NOT belong to me... they have corrected the tax billing however, since they do not have the money back from the incorrect payment on the incorrect parcel- they are expecting me to pay additional escrow money for their error..additional XXXX a month until they get their money back that they improperly paid out to wrong tax parcel id ..I should NOT have to pay additional money into my escrow and await 6-8 weeks for them to get their accounting straight and the money return from the WRONG TAX BILL THEY PAID... This is no error on my part..I have made numerous phone calls to straighten out THEIR incorrect paperwork. I should not be pentalized for THEIR ERROR..
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| 10/12/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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XXXX XXXX, XXXX payments are showing on the following on my credit report.
XXXX XXXX XXXX 3 missed payments : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Flagstar Bank 3 missed payments : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX Child Support Enforcement 22 missed payments : XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX ; XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX ; XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX In accordance with the fair reporting act, this creditor has violated my rights under 15usc 1681section 602 states I have the right to privacy. 15 usc 1681 section 604 A section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. under 15 usc 1666 B a creditor may not treat a payment on a credit card account under an open and consumer credit as late for any purpose.
thank you XXXX XXXX
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| 09/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I'm filing this complaint because my mortgage company has charged me {$270.00} for a lapse in flood insurance coverage. This lapse did not occur. I provided documentation multiple times that validated that I indeed had proper insurance coverage with no lapse. They acknowledged that there was no lapse and I was told a refund would be applied to the escrow. However, after multiple conversations ( in which I was told multiple times that a refund would be issued ), I have not received a refund. The charge was taken from my escrow on XX/XX/22. I was told a refund would be applied within 5 business days. I was told this multiple times by multiple representatives. It has been well over 20 business day. I have not received a refund.
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| 09/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was on the Covid forbearance with my mortgage servicer. They had assured me that at the end of the forbearance, I would be able to continue making my payments ; and my missed payments would be placed in the rear of the loan.
My mortgage servicer, Flagstar Bank, is not allowing me this option as they have declined the loss mitigation application. I was never informed that this would be something I would have to qualify for in the first place. The forbearance repayment process that was told me is now not applicable to me according the the servicer. They want my property because I have equity ; and will not work with me on repayment.
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| 05/24/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Among many other issues with this mortgage company they are now continuously calling my brother in law regarding my loan, yet they have not once called myself or my husband who are on the home loan, who they have contacted multiple times previously. It is becoming harassing the way they continue to call my brother in law, he is not named on the loan nor has he ever been on the loan.
Flagstar has called him multiple times per day for the past few months with the most recent one being last Thursday XXXX XXXX.
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| 07/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Flagstar mortgage requested a {$150.00} payment to remove my PMI. The check was cashed in XX/XX/2022. Flagstar says Fannie Mae tried to inspect my home but was " denied entry '' so they canceled my request without telling me. Fannie Mae never scheduled an inspection appointment via email or phone call, and never came to my house. I have called and emailed Flagstar three times since XXXX, and still am paying PMI with no inspection scheduled. They never refunded my {$150.00} for the inspection.
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| 08/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Flagstar Bank is refusing to cancel my PMI ( Private Mortgage Insurance ) from my mortgage. Flagstar valued my home at {$280000.00} and it currently has a loan-to-value of 80 %.
Today XX/XX/XXXX, I received a letter form Flagstar that stated I need to have a loan-to-value of 75 %. The Homeowners Act of 1998 states a mortgage company should cancel PMI upon written request and having a loan-to-value of 80 %. Even with that knowledge Flagstar is refusing to cancel PMI.
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| 10/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Have contacted Flagstar bank several times attempting to get the lender placed insurance taken off my account. They have not only failed to do so but have continued to collect the increased premium via my escrow payment and resulting late fees. This insurance documentation has been sent in several times and nothing has changed with this insurance since we have owned this property.
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| 08/31/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I applied for forbearance and now they are giving me no repayment options other than pay the outstanding debt in full. When this began, they told me I had options to repay. This included refinance, the debt being put on the back of the loan, or a repayment plan. Now theyre saying I have no options but to pay the debt in full.
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| 11/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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|
| 10/31/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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|
Web |
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|
| 10/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
|
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|
| 10/25/2022 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
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- Managing an account
- Deposits or withdrawals
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Web |
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|
| 10/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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|
| 10/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
|
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|
| 10/24/2022 |
Yes |
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- Struggling to pay mortgage
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|
Phone |
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|
| 10/20/2022 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
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- Closing an account
- Fees charged for closing account
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|
Web |
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|
| 10/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web Referral |
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|
| 10/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
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|
| 10/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Referral |
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|
| 10/12/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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|
Web |
|
|
|
| 10/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Phone |
|
|
|
| 10/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
|
|
|
| 10/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 10/02/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
|
| 09/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
|
|
|
| 09/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 09/27/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
|
|
|
| 09/23/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
|
| 09/16/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
|
|
|
| 09/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
|
|
Web |
Older American |
|
|
| 09/14/2022 |
Yes |
|
- Struggling to pay mortgage
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|
Referral |
|
|
|
| 09/13/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
|
|
Referral |
|
|
|
| 09/09/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
|
| 09/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 08/29/2022 |
Yes |
- Debt collection
- Other debt
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- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
|
| 08/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
|
| 08/17/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
|
|
Web |
|
|
|
| 08/12/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 08/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
|
| 08/05/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 08/02/2022 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
|
| 07/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 07/06/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Referral |
|
|
|
| 06/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Referral |
|
|
|
| 06/06/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
|
| 06/02/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 05/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Phone |
|
|
|
| 12/15/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Postal mail |
|
|
|
| 05/11/2016 |
Yes |
|
- Incorrect information on credit report
- Account status
|
|
Postal mail |
|
|
|
| 12/09/2014 |
Yes |
|
- Loan modification,collection,foreclosure
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|
Fax |
|
|
|
| 07/20/2014 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
|
| 05/14/2013 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Referral |
|
|
|
| 07/20/2012 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Phone |
|
|
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