Consumer complaint received 2023-10-13
Company: NEW YORK COMMUNITY BANCORP INC
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: An existing modification, forbearance plan, short sale, or other loss mitigation relief

Complaint:
To whom it may concern, I was excited to purchase my first ever home about XXXX XXXX  ago. However, the excitement quickly turned into disdain as problem after problem plagued my house. 

Within the XXXX XXXXXXXX weeks of moving in, the septic pipe main line inlet valve broke and the septic backed up into my house and finished basement ruining every single thing I owned since I was still in the process of moving in. I had to file an insurance claim and within the next XXXX weeks I was dropped from XXXX stating that my roof was caving in, in certain spots and dropped me from their insurance. I had multiple roofing companies come out and stated nothing was wrong with my roof. I even called out a claim adjuster from XXXX who also told me nothing was wrong with my roof. This was just said so XXXX could drop my insurance policy since they had to pay out about XXXX XXXX dollars in regards to the septic tank issue. The issues with this disaster of a house just continued XXXX XXXX XXXX  I had severe siding issues which were missed by everyone, to include the inspector, the XXXX appraisers, and both realtors. My deck was not up to code, the house had termites, which is supposed to be a disqualifying factor for XXXX loans. I had no idea the house had termites until I finally looked at the hundreds of pages of paperwork I had to sign. 

The house is a disaster and I have put XXXX  upon XXXX of dollars into trying to keep the house livable. Over the past years, I have had to replace the water heater, which burst and flooded the entire basement and garage because it rusted through. The kitchen ceiling collapsed on the second floor because the previous owners remodeled the bathroom and did not put a shower pan in. The home inspector clearly didnt run the water or this would have been found. There is mold everywhere. I had to replace the AC unit which was wired wrong the entire time, costing me approximately XXXX XXXX dollars. The siding and sheathing on the house is completely rotted through in about XXXX percent of the home. It was never flashed properly, the siding was falling off and the XXXX appraiser, home inspector and my realtor all missed these issues. The back deck is completely rotten and has been since day XXXX. There is so much wrong with the back deck and the deck ledger attached to the house is rotten which could pull the entire back of the house off at any given time. All of this was missed by everyone resulting in me being able to purchase the house from XXXX when the very first thing that the XXXX loan program is supposed to do is protect the veteran from this type of stuff. The main water line into home burst because it was the wrong size and rating for the pipe needed for the house. This is just a few of the problems I have had to take care of over the past XXXX years. Due to all of this no one will insure the house which also caused XXXX to place forced placed insurance on my house. The cost of this has been insane, also it does not cover ANYTHING inside of the house, XXXX : my property but it covers the structure which further benefits Flagstar. At the beginning of problems with the house, I hired a real estate lawyer who did absolutely nothing but take over XXXX XXXX dollars from me. I have called the VA to ask for help, my home inspectors ' company blocked me on XXXX after I asked how could my inspector have missed all this. The message on XXXX was sent because I could see when they saw it and chose to continue to ignore it. The XXXX appraiser also missed all of this and he stated he isn't responsible for any of this, even though in the pictures of the house he took this is all very easily spotted. 

I have drained my XXXX  account over the last XXXX years to try and maintain some sense of safety for where I am living. Then XXXX hit and my abusive relationship came to light immediately. I sent the following letter to XXXX multiple times while trying to apply for loan modification with the following paragraphs being what occured To whom it may concern, At the beginning of Covid, my significant other had her XXXX cut drastically which made me the only income for the household. 
It added the following to my financial responsibilities Another car payment, car Insurance, Cell Phone, a monthly payment for a new air conditioner that was financed, all other bills, household items, gas and food etc Shortly after, I discovered infidelity and triggered a separation. Everything is under my name so I became the sole person responsible for the bills of XXXX people and I was financially devastated. I was left with thousands of dollars in credit card debt that I have been working on getting rid of over the past XXXX  years and I have finally gotten my feet back under me. I was able to get the credit card debt wiped clean as I was not responsible for any of it. It took me approximately XXXX months to financially recover from all of this and I am ready to make a XXXX payment towards my mortgage. I would like to have the mortgage payments I missed, either added to the back of the loan or a little bit added towards my XXXX  payments until I catch up. I was not able to work as I am a XXXX percent XXXXXXXX XXXX  and it is permanent and total so I was unable to increase my income to account for everything. 

I never meant for any of this to happen. I thought I had filled out the forbearance paperwork but I was told I never completed the process. On my Flagstar account it says completed. 

I am very sorry that any of this has occurred and want to keep my house. I have also submitted an application to the XXXX  XXXX. 



XXXX XXXX denied my application less than XXXX hours after submitting it. The denial letter made no sense and was almost as if they didnt even read my application because the reason given for denial was that my issue had nothing to do with COVID. It had everything to do with COVID. 



The above paragraphs were the documents I submitted to XXXX multiple times with my forbearance applications. I have XXXX applications that say complete. XXXX makes it impossible for you to pay anything towards your mortgage once you get behind by not allowing any sort of online payments. I have called my representative multiple times to no avail. There is always something missing from the paperwork even though my applications state COMPLETE. I have sent in every document they asked for XXXX times. I Spent hours on the phone with a Flagstar representative to complete the application and magically it wasnt completed even though on my online account it clearly states completed The very first documents I got from Flagstar were for a loan modification which did nothing but benefit them. Adding tons of XXXX onto my loan and making sure if I ever were to sell this house that they made the most profit. They sure made sure to send me that paperwork. Its almost as if everything else is lost in the process because ultimately, they want the borrower to sign the modification that directly benefits Flagstar. 



This is my main residence, something I have worked for my entire life, I paid for XXXX on time and never late while draining my savings to take care of the massive issues with this house just to be able to live in it and then XXXX hit and I went under. 

I want my paperwork truly completed ( it says completed on my online Flagstar profile for the last XXXX loan XXXX applications ) I want to start payments again as I have finally gotten out of the massive hole I was in for the past XXXX  years, due to the state of this house and COVID. 

FORCED placed insurance is more than my monthly mortgage payment

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