Consumer complaint received 2017-05-12
Company: Flagstar Bank, N.A.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was notified by mail during the second half of  XXXX ,  2017 that  the servicing of my mortgage was being transferred to Flagstar bank, effective  XXXX   XXXX  and that all payments thereafter ( including the one due on  XXXX   XXXX  ) should be payed to Flagstar. I contacted Flagstar a few days before the transfer and was told that I would not be able to make a payment until after the transfer had occurred. They refused to give this to me in writing. I contacted them by email on  XXXX   XXXX  to ask for clarification of how I could pay on time and received no response. I called on  XXXX   XXXX  and spoke with supervisor  XXXX   XXXX , who told me I would not receive a statement for several more days and that I would be unable to pay my  XXXX   XXXX  payment until  XXXX   XXXX , which she again refused to provide to me in writing. She started a case ( reference  XXXX  ).     On  XXXX   XXXX , I logged into my Flagstar account online and was able to access my statement. The statement, however, was incorrect. It listed a statement due date o f  X/X/2017   and a due date of   X/X/2017 . T he amount due listed was double what I owe. In the explanation, it lists " Regular Monthly Payment {$2000.00}, Overdue Payment {$2000.00}, Total {$4100.00}. '' I called Flagstar on  XXXX   XXXX  and spoke with  XXXX   ( Employee  ID  XXXX  ) who, after speaking with his supervisor told me that the statement includes the amount due for  XXXX . I pointed out that the statement clearly reads that the payment is due  XXXX   XXXX  ( even though Flagstar refused to allow me to pay on  XXXX   XXXX  ) and that the word "  XXXX  '' does not appear anywhere on the statement. I have no overdue payment ( I have a record of my  XXXX  payment to my previous servicer ). I told him that I would need a new statement reflecting the correct amount, or at least clarifying that the amount listed would include my  XXXX  payment. I told him that I needed the statement by the end of business the following day and he gave me the reference number  XXXX .     When I logged in on  XXXX   XXXX , next to the link for my monthly statement it now read "   X/X/2017    XXXX   XXXX  '' where it had previously been blank. I assumed that since they had updated my statement after I spoke with  XXXX  that it would now be correct, but it was still the same incorrect statement. On  XXXX   XXXX  at  XXXX   XXXX , I received an automated email from Flagstar telling me that my statement was now available on their website. I checked and it was still the same, incorrect statement. Today,  XXXX   XXXX , the statement is still incorrect and lists that I owe more for the  XXXX   XXXX  date than is true and nowhere indicates that the statement includes the  XXXX  amount ( which it should not anyway for the  XXXX  statement ). Given that their record keeping is incorrect, I can not trust that the payment I make will be credited properly, as I have no overdue amount. I have asked quite simply and clearly for a statement with the correct amounts reflected with the correct dates, but Flagstar has been unable or unwilling to do so. At best, this is poor record-keeping by the bank and at worst represents fraudulent activity.

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