Consumer complaint received 2023-09-27
Company: NEW YORK COMMUNITY BANCORP INC
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
I was approved for XXXX XXXX XXXX managed by the XXXX XXXX XXXX XXXX in XXXX, XXXX and was funded XXXX, XXXX which brought my account current and they were to make my mortgage payments XXXX through XXXX, XXXX. My mortgage servicer was XXXX XXXX XXXX at that time and my mortgage was transferred to Flagstar Bank in XXXX, XXXX. I contacted XXXX XXXX XXXXXXXX to advise them that my mortgage servicer had changed in XXXX. They requested that I complete a form to provide them with authorization to act on my behalf with Flagstar which was completed. XXXX XXXX XXXXXXXX continued to pay XXXX XXXX XXXX despite being advised that they were no longer my servicer. I have called XXXX XXXX XXXX, XXXX XXXX XXXX managed by XXXX XXXX XXXX XXXX, and Flagstar every single month trying to get this straightened out and my payments sent to my current servicer ; Flagstar. XXXX XXXX  XXXX kept advising me that they could not do anything until they received the funds back from XXXX XXXX XXXX that they had paid. XXXX XXXX XXXX finally after months of claiming they had not received funds, returned the payments for XXXX and XXXX ( each {$1500.00} ) via wire on XXXX in the amount of {$3100.00}. 
My new servicer Flagstar Mortgage has not received a single payment from XXXX XXXX XXXX, managed by XXXX XXXX XXXX XXXX. XXXX XXXX XXXXXXXX then claimed that they received the funds but they need the XXXX record from XXXX XXXX XXXX in order to make my payments. I have called and requested this and XXXX XXXX XXXX sent XXXX requests for this record and still claim that XXXX XXXX XXXX has not responded. Meanwhile I am the one stuck in the middle and have tried to get everything needed but nothing has been done and no payments have been made! In XXXX a lady from Flagstar said that she would put me on a 3 month forbearance to allow more time for this to get straightened out when I told her that I had to start making payments in XXXX, XXXX. Now I am laid off again, being laid off after only working for a few weeks and I am being told that I have my forbearance time period is over and I can not get an extension and that will offer me a deferral and bring my account current, and gave me until the end of the month to accept this. I tried to explain that I have already signed the document for XXXX XXXX XXXX managed by XXXX XXXXXXXX XXXX XXXX which placed a lien on my home for the amount that they paid to bring my mortgage current and the payments that were to be made for XXXX through XXXX so if I agreed to a deferral I would be paying all of those payments 2x! They also said that they used forbearance time that I could have used now because XXXX XXXX XXXX, managed by XXXX XXXXXXXX XXXX XXXX hadn't made payments and now I do not have that option so I am getting penalized for that too! I am being penalized because no one can get it together and now Flagstar is wanting me to agree to pay 6 months of payments twice essentially ; one through XXXX XXXX XXXX managed by XXXX XXXXXXXX XXXX XXXX and the other by Flagstar by adding the payments to the back end of my loan. Plus, now that I am laid off again, I have not only this stress that's been going on for months but now I have no options to help me when I need it because this mess has penalized me when I have been doing everything I can to get XXXX XXXX XXXX, Flagstar and XXXX XXXX XXXX, managed by XXXX XXXX XXXX XXXX to get it together and it appears that I can not get anywhere with the three of them! I am so stressed and distraught over all of this. I need help and I don't seem to be able to get anywhere to get this resolved, despite months of me trying to do it, talking and explaining it all over to each one every single month and being in tears because I am getting no where. This has been going on for 8 months, going on 9! Everyone is passing the buck and I am the one paying for their negligence and stuck in the middle.

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