Product: Mortgage

To begin, I entered into a Covid-19 related forbearance with my previous mortgage servicer, XXXX. That request was granted and went smoothly. Very shortly after, my loan servicing was transferred to Flagstar Bank. My forbearance was applied beginning XX/XX/XXXX under XXXX  XXXX guidelines as XXXX XXXX is the investor for my loan. I was granted the forbearance in 3 month terms and requested extensions to be applied through a total of 12 months. Flagstar made errors during the final extension request and only applied 1 month extensions that they would not extend beyond 11 months total. XXXX XXXX has servicing guidelines that grant 12 months. I had a few calls to Flagstar about that issue but no one helped to clear up the error. I wanted to move forward and did not object much although I did disagree with the timeline. The following information describes my communication with Flagstar mortgage servicing and subsequent errors in helping resolve my hardship and attempts to make the loan current again. 

On XX/XX/XXXX I reached out to Flagstar loss mitigation and had a 16 minute phone call. I spoke with XXXX and went through reset options. I advised that my temporary hardship was resolved but that I need a lower more affordable monthly payment. I explained that XXXX XXXX provides a Flex Modification option for home owners exiting Covid-19 forbearance with reduced requirements and that is the option most suitable. I mentioned the guidelines specifically and the goal of reducing P & I monthly amounts by 20 % to provide a more affordable payment. XXXX completed my reset and ensured me that I would be reviewed by the underwriting team for the option. 

On XXXX XXXX, I called the loss mitigation department to confirm the information was updated and under review. I was advised it was and that call was 8 minutes. 

On XX/XX/XXXX, I followed up again as continued due diligence on my end. I was advised on this 9 minute call that the request was under review and there was no other information available. I expressed concerns about my Covid forbearance protections ending on XX/XX/XXXX without a resolution in place and I was told " you're fine ''. I asked for clarification and the representative stated that I was still protected under active loss mitigation. 

I waited another week to follow up and my next call to Flagstar was on XXXX XXXX. That call lasted 43 minutes. When speaking with a representative, I was told that " they are waiting on your financials. '' I explained that no paperwork was requested from me and under the guidelines that XXXX XXXX provides, none should be required. I asked to speak with a supervisor at this time. I was transferred to XXXX ( not the same gentleman I spoke with on XX/XX/XXXX ). He said that my file was NOT under review and no reset had be processed. I explained all of the above information and we went through the reset again. He also reached out via email to the Underwriting department to explain the situation and request expedited review. 

On XX/XX/XXXX, I reached out to follow up again for any new updated that could be provided. I was on the phone for 35 minutes and passed to someone in the escalation department again. I was made to once again, go through a lengthly list of questions that had been answered and unchanged at least 6 times up to this point. Once I was able to speak with a supervisor, I can't recall her name, she advised that my file was indeed being reviewed by the underwriting department and no further information would be provided. She said that only way to get updates would be to check in with them, as I had been doing, and if she were me, she'd call back on XX/XX/XXXX or XXXX. 

On XX/XX/XXXX I reached out again and had to again go through the same process of giving my information all over again to be able to speak with a supervisor. This call lasted 23 minutes. I spoke with XXXX, who informed me that my file was NOT in review and was taken out by an error that a Flagstar phone representative made. At this point, I explained my frustrations to XXXX who said she would reach out to someone in underwriting as the error was one on Flagstar 's part. I am still not provided with any other information and my XXXX XXXX deadline is fast approaching. She put in a formal complaint to higher ups on my behalf. 

Finally, today XXXX XXXX, I reached out again. I had a 17min phone call. I was able to speak with XXXX ( the supervisor who helped me redo my reset for 2nd time ). I requested updates as none have been provided within this 1 month process and I have no way of knowing or trusting that any information given over the phone is valid. I am afraid of losing my home and not being given a resolution. I also explained that I would file a formal complaint with the CFPB as Flagstar hasn't provided me with any information or options. 

Throughout this process, I have not been provided with any written communication or any access to information in regards to my resolved hardship and actions moving forward.