Consumer complaint received 2022-12-06
Company: NEW YORK COMMUNITY BANCORP INC
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I applied for a forbearance plan on the flagstar bank website and it has said I am in an active forbearance plan until XX/XX/2023. I received a call after I submitted for the forbearance plan and a lady submitted all my financial info via the phone. I explain I was on a forbearance plan once before and I couldnt remember how long it was and she said no problem I will check if youre eligible. She said I was and pushed the info through. This was in XXXX. She stated I would still receive calls and the bills in the mail but not to worry because I am on the forbearance plan. XXXX comes and I get a call and answer it. Now flagstar is telling me Im not on a forbearance plan and that I need to pay the money thats owed. I explain the forbearance plan and the lady I spoke to resubmitted everything again and stated she couldnt understand why its not showing that Im on a forbearance plan. I asked if she wanted me to screenshot the website where it says I am on one. She said it wasnt necessary and she was taking care of this not to worry. A week later I get another call. This time the woman tells me Im not on a forbearance plan and whats to set up a payment for me to repay past dues. I stated everything all over again of what has happened. She couldnt figure out what happened either so she submitted the info all over again just like the first lady did. She then transferred me over to the department that handled the forbearance plans and they did not answer. I called them back and explain all of this again to the lady that answered and she stated she would submit this for a manager to review bc she cant figure out why its not showing that Im on a forbearance plan on her end but on the website its telling me Im on one. She instructed me to call back on Thursday. I called back on the following Monday which was yesterday. A manager had not looked at the account. The man that was helping me stated I was not on a plan and that he doesnt understand why the website would say that. I then told him I uploaded the proof of the forbearance plan to their website like instructed on the previous call. He states there is nothing uploaded to the site. I then let him know Im looking at it on my end right now where its uploaded. He requested I uploaded again so I did. He said he would file a complaint bc Im not on a plan but the site says I am. He requested I fill out loss Mitigation papers online. When I went to the site with him on the call with me it does not let me fill anything out bc it states I am on a forbearance plan until XX/XX/2023. 

I am not sure what I am supposed to do. I have one agent telling me I qualify for the forbearance plan when it was submitted. I have the website telling me I am on one until XX/XX/2023. I then have 3 agents telling me they cant see it on their end and that Im not on one but physical proof of the website states I am on one. I am in danger of foreclosure proceedings due to being falsely lead to believe I am on a forbearance plan on their website if what they are saying is correct and Im not on one. Or I am dealing with a company who doesnt know whats going on and is just wanting to collect money and harass me every month and make me worry and have mental breakdowns over the stress this is causing. Either way this shouldnt be happening.

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