Consumer complaint received 2023-10-18
Company: NEW YORK COMMUNITY BANCORP INC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
In XX/XX/XXXX my forbeance ended and I was told I had an approved deferral plan by multiple agents and that I did not need to do anything except to wait for the account to be updated in the system so that I may begin to make my regular monthly payments. I continued to check my account for updates and none were available to view online on my account. I continued to call Flagstar loss mitigation to get the status of my account with multiple agents telling me I just needed to wait for the system to updated. On XX/XX/XXXX I received a letter from flagstar dated XXXX XXXX that stated reset options available to me including a conditionally approved payment deferral.The letter stated in order to accept the deferral offer I needed to sign and return the Payment Deferral Acceptance Form, call and let them know, or to make ( 1 ) regular contractual mortgage payment in the amount of {$1700.00}. Which I made a payment on XX/XX/XXXX and another payment on XX/XX/XXXX both for {$1700.00}. I also faxed and uploaded the signed payment deferral acceptance form by the XX/XX/XXXX due date. I called again to get the status and was told that I was denied for the deferral and that I needed to complete a loss mitigation application in order to get other options available to me. I completed the application and submitted and then called to get the status again and was told I was still approved for a deferral and that the loss mitigation agent just needed to enter comments and update my account that I still want the deferral. I was told to call back if my account was not updated within a weeks time. I called again since there still had not been an update on my account a week later and was told that my account was denied for a deferral and needed to pay the full amount due of {$17000.00}. I ask what my options were and was told I had no other options. I called back again during the same week and spoke to a supervisor in loss mitigation and was told that I still had the deferral option available if I still wanted it. The supervisor also escalated my account to loss mitigation since the supervisor said there should be no reason why I would be denied. I called again the following week since my account was still not updated. I was told I needed to complete a new application since the first one was closed due to not receiving the information requested but I never received a letter requesting anything and was told by the agent again that a deferral will be put through again and that the account will be brought current in the system with the first payment being due XX/XX/XXXX for the amount of {$1900.00} but could also pay on XX/XX/XXXX. I continued to make my monthly payments. I called flagstar on XX/XX/XXXX regarding a letter dated XX/XX/XXXX for a modification that would change my loan term from 110 months to 480 months. The agent told me that I was on an approved deferral that should have been active as of XX/XX/XXXX but that the modification had to be cancelled out. So the agent cancelled out the modification option and told me that the system should be updated by the following Monday. By Friday the system was not updated so I called flagstar to make a payment for XXXX and to get the status of the deferral. The agent said the deferral was denied and I should call on Monday. On Monday I called and the agent told me it was denied again and my only option is to complete another loss mitigation application in order for them to know what options are available to me. On XX/XX/XXXX I attempted to complete a loss mitigation application online and the system does not give me the option to do so and directs me to contact flagstar. I contacted flagstar to once again an agent telling me the deferral was denied and I need to complete another application and will have it sent to me since the system does not allow me to complete it online. My complaint is that I continued to keep in contact with Flagstar to get this issue resolved and have spoken to several agents, loss mitigation, and supervisors and not once have I been told the same thing every time I have called I got a different answer even when calling twice in one day. I always had to ask them to read the notes from previous calls regarding mutilple escalations of my account. I would get multiple agents telling me they dont know why this person told me this or that and not one agent was on the same page when it came to my account. My original forbearance was loss and a reduction of wages due to XXXX and was a temporary hardship which was resolved as of XX/XX/XXXX. At one point in XXXX an agent told me that my account no longer qualified under the covid forbearnce. I responded by sayin my hardship ended as of XX/XX/XXXX and I started making my monthly payments since XX/XX/XXXX and that I have been waiting for my account to be updated with the deferral payment option that I was told I was approved for. It is now XX/XX/XXXX and I have still not been able to get this situation resolved.

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