Consumer complaint received 2023-10-03
Company: NEW YORK COMMUNITY BANCORP INC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
We were in forbearance, due to a temporary job loss, due to XXXX. We were set to come out of this on XX/XX/XXXX. We called in XXXX and verbally accepted, and were approved for the deferral to the end of the loan. We were told paperwork would come to show the new payment ( as this was never provided, including the add on for escrow and taxes ). We called twice at the end of XXXX to make the payment and were told they could not take the payment as the loan was in underwriting. On XX/XX/XXXX, we received a demand letter from an attorney and the threat of a short sale on our house. We never received a call, an email, a notice that our payment was late. We contacted Flagstar immediately, and the foreclosure was suspended. We accepted verbally a second time, and were approved a second time for the deferral. That paperwork came, stating we were approved, but the payment information and updated payment amount never came. They advised us that we must fill out a loss mitigation application to prevent foreclosure, although we were not behind, and we were never notified. We filled this out at their request. They asked for information that did not pertain to us. Such as proof of child support. I sent several documents, both through the USPS and uploaded to their site explaining our children are all ours in common, and there is no child support. I uploaded copies of birth certificates to prove this. They sent something saying our application was closed for " insufficient information ''. They then suggest we go back into forbearance to avoid foreclosure while they got the " paperwork straight ''. We were put into forbearance until XX/XX/XXXX. On XX/XX/XXXX I verbally accepted and was approved for a deferral and was told that paperwork was coming. I received two sets of paperwork, both on different days, with different loan amounts. I signed, uploaded, mailed and faxed that copy. We called 31 times from XXXX today. I have documented times, names, and employee ID 's. I have never been told the same thing, and most recently I received a loan modification, NOT deferral paperwork. The modification adds 11 years and XXXX to the loan without decreasing the payment more than XXXX. I called immediately and was told there was yet another error and the last deferral was in underwriting. I was asked to go back into forbearance until the " could get this straightened out ''. I refused. I also did not sign the modification. I called four times on XX/XX/XXXX, and ultimately was told that the loss mitigation application had to be closed out before the deferral could be approved through underwriting. I was also given false information that I called on XX/XX/XXXX and accepted the deferral, and I have proof through phone records that I never called them on that day. Today I was told by two different people that we have not been approved for a deferral as we haven't made a payment in one year! I told them I've been trying to pay since XXXX and they won't take my payments. I have stacks of contradicting paperwork, mis dated, different amounts, different requests, and two representatives hung up on me today when I asked for the service address. I have no idea what to pay, or how much, and they have already put us into an accelerated foreclosure without notifying us. We are terrified we are going to lose our home. After repeated attempts and requests to get accurate paperwork, and a sale of the bank, we have gotten nothing but the run around.

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