Consumer complaint received 2021-10-20
Company: Flagstar Bank, N.A.
State: NY
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/2021, I requested a forbearance on my mortgage with Flagstar Bank when I became behind in payments due to loss of income and additional experiences related to the COVID-19 pandemic. When I contacted my lender, they were very accommodating and indicated that per the CARES Act, I was eligible for the forbearance until XXXX and that when I was ready to resume payments there would be options for me to allow me to handle the missed payments. I contacted Flagstar at the end of XXXX to indicate that I was able to resume payments beginning XX/XX/XXXX. I was told that my responses to their questions indicated that I am eligible for a reset and that they would send me a set of document via XXXX within 10-15 business days. When I received those, I would need to sign and return the documents, make a payment, and then would resume monthly payments at the start of the next month. When I received a letter indicating that I need to complete a loss mitigation application, I started that application, but also called the bank to request clarification. I was told that I should not need the loss mitigation application and to again be on the look out for the documents to arrive via XXXX. When I called in mid XXXX because I had still not received the documents, I was told that there was a glitch in the system that was being tripped by the in-progress application. The situation was escalated to a supervisor who cancelled the application and told me to call back in a few days to request the reset again. I did that and was again told to be on the lookout for the documents to come to me via XXXX within 10-15 business days. I had not received those documents by XX/XX/XXXX and called back again. This time, I was told that a wrong box had been checked and that my situation was going to be sent to the escalation team for review and that I should call back the following week. I called again on Monday and requested to speak to the escalation team, but was again told that they saw the request and that the documents will be prepared by the investors and sent to me via XXXX within 10 to 15 days. In the meantime, I received another letter indicating that I was given wrong information on XX/XX/XXXX and actually needed to complete a loss mitigation application. I logged into the Flagstar Bank website to complete the application on XX/XX/XXXX, but saw an active application in the system. I called again today, XX/XX/XXXX to check on the status of the application and to find out if additional documents were needed. I was told that I needed to do another application. I spoke to 3 different people to try to get someone to understand that there was no place on their website that would allow me to submit a new application. I asked for another document electronically, but could only have it sent as a hard copy. This has been unnecessarily lengthy and I do not understand why I am stuck in this loop. All I want to do is resume payments, but their call center staff are not able to help resolve the issues that I seem to experience. As an urgent notice was taped on my front door this afternoon indicating that I needed to contact my lender immediately, I would expect there to be individuals who could provide more assistance to get this resolved. I want to stay in my home and resume payments with the missed payments added on to the end of my loan.

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