Consumer complaint received 2024-01-14
Company: NEW YORK COMMUNITY BANCORP INC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
In XX/XX/XXXX, Flagstar Bank contacted the undersigned again, insisting that we owe about {$3600.00} for a one-year gap in the HOI policy. Before this, an exchange of information took place where the following was proven : 1 ) Flagstar continued to bill us HOI insurance on the monthly mortgage from XX/XX/XXXX onwards and through XXXX and XXXX ; that is shown on all monthly bank statements issued for those years. In a few words, they collected the money from us and did not pay the HOI provider, which is XXXX XXXX XXXX in Florida ; XXXX ) Flagstar wrote on or about XX/XX/XXXX that they were conducting an " internal research investigation '' about what happened. This is after I spent at least 20 person-hours over two months dealing with their idiotic and hopeless customer service line. I could never reach the same agent I had spoken to o the previous calls and no calls were ever returned to me at my number. The drop rate for my calls was 1 out of 3, and the average wait time was well over 30 minutes per call. The result was an endless charade of time-wasting telephone calls, and nothing was accomplished. The company had been cited and fined over {$100.00} XXXX in XXXX for these illegal practices, which amount to customer fraud and abuse ; XXXX ) In XX/XX/XXXX, Flagstar sent us ( the terms " us '' and " we '' here in after XXXX XXXX, XXXX XXXX, the mortgage holders ) a mortgage statement stating that our mortgage payments would increase by {$500.00} per month to cover the " lag '' in insurance. They also indicated that they had received a bill from XXXX for $ XXXX representing the costs charged ; XXXX ) We checked with XXXX and have an existing policy covering us through XX/XX/XXXX. THE CLAIM THAT CITIZENS HAVE MADE CONCERNING A BILL FOR INSURANCE ATTRIBUTABLE TO CITIZENS FOR THE $ XXXX HAS BEEN DENIED BY XXXX  NO SUCH CLAIM WAS EVER FILED WITH FLAGSTAR. IN A FEW WORDS, THIS IS FRAUD.

5 ) We are prepared to document all of the above. Further, the record will show that we have pre-paid the mortgage at least two months in advance from its inception. There is no denial here ; 6 ) Flagstar has not complied with any consumer disclosure, nor has it addressed the " hardship '' issues caused by its actions. We can not afford this type of increase for their actions, which have no legal standing. Flagstar conducts business today virtually identical to what they did to XXXX mortgage holders foreclosed on in the XXXX lawsuits. All the rest is a matter of record and has already been published ; XXXX ) To date ( XX/XX/XXXX ), we have not had a written or verbal reply from Flagstar on the above. We request immediate action and relief to avoid damage to our credit records. Both of us have credit scores above XXXX. 

Respectfully Submitted XXXX XXXX XXXX XXXX XXXX. We will retrieve all documents to date, scan them, and send them to you on or before XX/XX/XXXX.

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