Consumer complaint received 2024-01-20
Company: NEW YORK COMMUNITY BANCORP INC
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I just sent this letter to the office of the president addressed to him XXXX XXXX XXXX (1  minute ago)
to officeofthepresident XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  CA XXXX   loan numberXXXX

XXXX XXXX XXXX  
Flagstar Bank
XXXX XXXX XXXX Attn: XXXX XXXX, Michigan XXXX  
Dear Mr. President, Flagstar Bank,

I hope this letter finds you well. My name is XXXX XXXX and I am writing to bring to your attention a matter of significant concern regarding my mortgage account with Flagstar Bank, identified by Mortgage Loan Number XXXX.

In XXXX XXXX, a Flagstar agent assured me that I could keep my home after 18 months of forbearance, without my ex-spouse by making a payment of XXXX. The agent mentioned that this payment would bring my account current, take it out of forbearance, and address the 18 missed payments by adding them to the end of the mortgage term.


I was very happy and relieved. 

The promised papers were never sent, and when I called to tell him, sadly I got excuses that weren't true. He said that the paperwork was backed up due to covid. He told me that making the payments would guarantee my security in being current,that the papers could be signed and slipped in later. I later discovered with no help from any staff members at all, that not only was the paperwork not late but expired, it expired after 30 days, but also the dollar amount given by the agent was insufficient and the payment was not applied. Now, seriously. If your agent tells me that that is the amount, that my mortgage payment is XXXX then thats what ill pay and I did, so why two  years later and still fighting you all, do I have to find it myself my accident,  that the actual amount needed was over XXXX, maybe that's the reason it wasn't applied.

Why am I not getting any help here and just passed around and lied to, well I've had enough and if youre the type of business that only responds when a viral campaign destroys stock prices then so be it. I trusted my mortgage servicer. What should have happened there and then, was a realization that it was not enough money for that payment and what would I like to do moving forward? Get my money back and go to another bank, or be a sport and put it down to computers and freak accidents, but I wasn't told anything. No website no statements I was trusting the agents and I did, into XXXX XXXX of payments ,and all under, none applied. 

On XXXX XXXX XXXX  days after the XXXX XXXX payment all agents live phone calls and all saying yes you're fine and current XXXX XXXX, I called XXXX XXXX  to start the assumption and the agent said oh XXXX  I'm so sorry, you never got the paperwork did you, what? I Said no, the papers are all backed up but the payments were all made so i'm ok. He said no, the papers expired months ago after 30 days. And it gets worse , we got you another adjustment approved in XXXX, papers sent out in XXXX   and when they weren't sent back signed we closed that one too.


I said it was impossible because I got a reduction in XXXX, he said well it wasn't solid because the papers were not signed.


He called in XXXX XXXX the asst vp his asst XXXX XXXX  and my appointed agent XXXX XXXX i think was the XXXX   but i was in shock. They all said I was not responsible and all swore to  stand by me, to submit the papers and then for me to call back in 3 days. Indeed, no one would talk to me, except a new young agent who said I failed the resubmission and he was surprised I passed the first time.

He said 25 months missed payments, the 18 sent away were back and the 7 just paid. Im not so easily pushed around as I was last year.

I want an investigation into who these agents were that told me I was current every month, I want to know what the four agents on the XXXX XXXX XXXX knew and signed off on that I was not responsible, why they didn't take my calls again ever.


How can you pay a mortgage payment and be current on XXXX XXXX and then on XXXX XXXX be XXXX months missed payments.

I want to know why XXXX  being month XXXX, following the missed payments statement by flagstar, why from XXXX XXXX  to XXXX XXXX I received no foreclosure warnings. How can I be without a mortgage and get a reduction in interest as the agent said XXXX XXXX XXXX.

In  loss mitigation after being told by doctors at my diagnosis for XXXX XXXX XXXX XXXX   stress once treatment starts is crucial to any recovery at all for two years, no stress. The reversal of XXXX XXXX  is slight but if stress is removed significant parts of lost functions can be saved. I was XXXX   months into this period, them all knowing about my condition when XXXX a month became the cost of my recovery and it was too much for  to lose no one came clean and i was in loss mitigation, purpose was to hold me there till interest rates were over 7% I was failed and XXXX XXXX XXXX bailed me out,

Flagstar, you,  gave me a XXXX mortgage XXXX XXXX XXXX XXXX part due to you and said good luck, I wish that was it, but you had more to come.

The XXXX XXXX XXXX in XXXX contacted me that flagstar had written back XXXX XXXX did I have any more to add or should they close the case.

I said I never got anything she sent over XXXX  pages.

XXXX XXXX was claiming I had changed my address, received the papers and not returned them. The most insulting allegations of my life. When I looked at the attached papers he claimed I wanted an address change and had been granted one , the XXXX  i was happily paying mortgage payments every month livin at XXXX XXXX as far as i knew remember current ad recovering he said i then all of a sudden change my mind and requested that my address which is written as XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX not XXXX XXXX XXXX  CA XXXX XXXXXXXX, since XXXX and i dont know it yet ok?

To

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  
Im stupid enough to ask for an address change from the wrong XXXX XXXX address, XXXX XXXX XXXX  and XXXX XXXX not XXXX XXXX, but to have all mail sent to a non valid address XXXX XXXX XXXX  according to the USPS is an unusable address.

All the addresses before and after the start of XXXX  were all wrong look

XXXX XXXX XXXX XXXX XXXX XXXX       Id been moved for XXXX weeks  but close enough , it takes time to show a change of address .


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX      kinda makes sense my old and new XXXX  numbers.  But then here we go.


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  

 

So let's just remember that XXXX XXXX who swears by the fact that I changed this address, it took 6 months to change XXXX XXXX XXXX, we had XXXX  and XXXX XXXX XXXX XXXXand XXXX, it's so impossible so can we please just get it agreed on that a computer error did it?

XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX

 

Despite these challenges, I continued to make payments in good faith. I made payments of XXXX on XXXX XXXX and again on XXXX XXXX XXXX XXXX was XXXX  followed by four   payments of XXXX inXXXX XXXX XXXX XXXX XXXX XXXX totaling XXXX between XXXX XXXX  and XXXX XXXX.

I recently discovered discrepancies in the amounts applied to my account. The amounts given to me were all under what was actually needed for a payment,  caught that by accident, I had assumed lack of signed papers was the reason for the not applied payments. For instance, the payment made on XXXX XXXX was short by XXXX XXXX XXXX, and subsequent payments also had shortfalls. It appears that XXXX XXXX XXXX were systematically not applied to my account, leading to significant financial strain.The CFPB clearly says if a payment isn't enough the bank can hold it in reserve and then when more is paid and a payment is made up has to be applied that day.

I had thousands over a payment and nothing applied. or 

Moreover, the address information associated with my account has been inaccurate. The papers for a 4% interest rate were sent to an incorrect address, and I was wrongly accused that I had requested the change. XXXX XXXX letter stated that I requested the address change, the letter he attached dated XXXX XXXX XXXX said that the customer, (me or XXXX) or theUSPS could have done the change.

This misinformation has compounded the difficulties I have faced.

These issues have not only caused financial distress but have also had a severe impact on my health. The stress and uncertainty surrounding my mortgage have taken a toll, exacerbating existing health conditions.

I am writing this letter to request a thorough investigation into the discrepancies in my payments, a clarification of the address information, and a resolution to these issues. I believe in the importance of resolving matters in good faith and trust that Flagstar Bank will address these concerns promptly.

I Have tried relentlessly to find an agent who won't lie, steal or tell me anything to get me off the phone.I've been told by 9 different agents that I am ok now, we'll resolve this all to be ghosted.

XXXX XXXX told me when I called him on XXXX XXXX XXXX XXXX for 95 minutes XXXX XXXX XXXX. that he would email me after talking to the modification team.

.

He never emailed me and didn't return any of my calls, I called and got him again XXXX XXXX XXXX XXXX, he said that not one of the  calls i mentioned or any conversations regarding my account had been found when head his , ok, neutral, managers and the agents they had search for the calls i had mentioned.


So you'll forgive me that I don't call or trust anyone anymore, there were 1,577 minutes on the phone that's 25 and a half hours, 460 minutes and 7.6 hours for XXXX alone but XXXX  found nothing about my account.

I am furious. Furious that while sick with XXXX XXXX XXXX XXXX I was taken advantage of and even more furious that my XXXX XXXX XXXX XXXX had to sit over the XXXX  holiday and manage my stressed out wreck of a brain, XXXX  and terror when a payment didnt clear in time for me to make this XXXX  mortgage payment and she had to see her XXXX XXXX XXXX XXXX fall apart and end up paying it. Thats after watching me go through XXXX  for two years, I hate being this angry but I have had enough. XXXX XXXX XXXX XXXX in loss mit , there,lovely people, great agents, bringing it back, angels both of them, now someone capable , kind and experienced in massive damage control email me back before this goes viral and look at who my friends are.Im actually a super nice guy and fun. You don't have XXXX XXXX  and XXXX XXXX XXXX as clients for over XXXX years being an XXXX.



Sincerely XXXX XXXX XXXX XXXX XXXX XXXX



My friends and clients of over 25 years, never underestimate the bond of a woman and her XXXX, the last picture of me was only XXXX XXXX ago.me now, since flagstars XXXX  and constant wearing me down while sick with XXXX, keep it up, keep it up.

You didn't give me XXXX  obviously,but I had a chance to get better a tiny bit and rest, the first XXXX  years since administering XXXX being crucial.

Your agents knew, they knew I was ill and what was at stake and now i look like this

thankyou




XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Enclosed with this letter, please find copies of relevant documentation, including payment records, statements, and correspondence.

I appreciate your attention to this matter and look forward to a prompt resolution.

Sincerely,

XXXX XXXX

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