Consumer complaint received 2023-05-12
Company: NEW YORK COMMUNITY BANCORP INC
State: MT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Hi, I have attached some emails I sent the law firm below and documents about this hardship nightmare I have been in for months. I sold my home to avoid foreclose and the law firm contracted by my Mortgage company Flagstar Bank have kept payoff funds for over 38 days now from the closing date of my home and have not paid my loan off. I'm treated like a criminal when I call to find out why the loan wasn't paid off. Each company blames each other and say they cant discuss my loan to me and only to lawyers, then law firm says they cant talk to flag star on certain things. Flag star is holding my money now since XX/XX/XXXX of XXXX dollars in escrow because the lawyers dropped the ball and kept funds from closing on my home in XXXX and didn't sed payoff. I have been degraded because it looks like I'm still in delinquent on mortgage and I have negative in my bank because I was counting on that money month ago. I had to sell my belongings to pay bills and feed my kids. I have spent countless days under tremendous stress and scared of losing everything. It's a nightmare and I still no money or help. It should be illegal to keep money from a insurance claim that I paid for and paid the the contractors to be fixed out of the sale of my home. The insurance company progressive still owe me the difference from claim and fixed costs of XXXX, Flagstar bank is holding first check of XXXX and Law Firm charged me fees of XXXX for their fees to NOT do their job properly. I need my money to pay my bills. I'm XXXX in my bank account and have other debt collectors after me. Nightmare. I feel helpless. I keep getting the run around. 

Sincerely, XXXX XXXX ( Email I sent Law Firm ) On Friday, XX/XX/XXXX XXXX XXXX XXXX  XXXXXXXX XXXX XXXX wrote : Hello, I left a message yesterday with XXXX to see why my loan at XXXX XXXX XXXX hasn't been paid off? My home closed 1 month ago. Flagstar is holding money in a escrow account from my insurance claim. I had to pay XXXX out of my proceeds to pay contractors. Can you tell me why this isn't paid off yet? 

Thank You XXXX XXXX ( Email I sent law firm XXXX, XXXX and XXXX ) XXXX Hi, I need to whoever is in charge of my account to call me asap. The payoff that was wired to flag star was sent back to you guys because the wrong amount was sent. My home sold 37 days ago!!! This has been the worst and stressful process in my life. I sold my home to get out of a financial hardship, I had to sell almost everything I own to get by for food, gas and now the nightmare continues because your company dropped the ball and didn't send the money to payoff my loan. 
I have insurance claim money being held XXXX dollars that had to come out of my proceeds until the home was paid off. I was counting on that money and now have XXXX to pay my bills. I'm on unemployment as it is. I only get XXXX every two weeks. Someone from this office needs to wire me my funds of 19,000 that flag star will not release because your office didn't do their job!

I can't pay my rent or other bills! I have spent countless days dealing with this situation and passed around like a criminal because it looks like I'm in foreclosure with flag star!!! I have explained my situation a thousand times and along the way treated poorly. Flag star and your office say they can't talk to each other because it's a privacy thing, but your office was hired by flag star to provide a service correct? Today I was told they can't talk to me about payoff because only you the lawyers can discuss my mortgage account to get another payoff to send the correct wire. This is beyond insane. 
I would like a refund for what your office charged me to pay for your services. The job wasn't done right! I want and need my money asap. I have a family to feed and bills. 
I will be reporting everything to the Consumer Financial Protection Bureau. 
XXXX XXXX Sent from XXXX Mail for XXXX View more

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