Consumer complaint received 2022-10-19
Company: Flagstar Bank, N.A.
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Flagstar Bank is working on a loan modification after I was in forbearance from XX/XX/XXXX to XX/XX/XXXX. 
When I requested forbearance, they did NOT tell me that the XXXX mortgage, a XXXX  with XXXX XXXX XXXX XXXX would have to be paid off in order to do a loan modification. Now that they are doing a loan modification, they are telling me the XXXX loan must be paid off. I am not able to do that. 
There are also several liens on the title for people with the last name " XXXX ''. These liens are not mine. I contacted XXXX several times asking how to get the liens cleared off title. After several calls, I was told I had to contact each creditor and tell them they placed a lien on my property for a person other than me. I was informed by a mortgage broker, friend that I needed to do an XXXX XXXX through the title company they are using. I called XXXX to get the contact information for the title company they used. The first call they assured me that they were giving me the number of the title company they used. It was not. It was a title company that did a the quit claim deed for me in XXXX. I called back telling them they gave me the wrong title company. They then gave me incorrect contact information again. It was for a bank that did the XXXX mortgage in XXXX. I called Flagstar back to again get the Title co THEY USED TO PULL THE TITLE REPORT. They did not have the contact information but did give me the file # XXXX. They said it was a title company in XXXX XXXX, Ca but could not give me the name of the title co and the escrow XXXX or the phone #. I asked to be transferred to a supervisor. She disconnected the call while looking at the title. I was on hold a VERY long time before she disconnected the call. She did not call back. I called Flagstar to be connected with her. The rep disconnected while reading the notes. She did not call me back. I called back and asked again to be connected with the supervisor whose name was XXXX.They advised me that XXXX was on a call and would call me back. She did not call me back. I called Flagstar again advising I needed to speak with XXXX. I was advised the best way to get connected with her was for her to call me back. I called again and I was connected to XXXX of XXXX XXXX co workers, XXXX. She contacted the underwriter. I asked for an extension of the XX/XX/XXXX deadline. She contacted higher management to request an extension. She did not say she would call me back. I assume I need to call back to see if the XX/XX/XXXX due date is extended. To further explain, they sent me a letter saying that there were XXXX or more unresolved title issues. They said I was to provide evidence that the title issues had been cleared. They stated that the requested documentation must be submitted by XX/XX/XXXX or I will not be considered eligible for permanent modification and the file would be closed. I attached a copy of that letter. 

Flagstar Bank XXXX XXXX XXXX XXXX, Tx XXXX XXXX Forbearance Department ( They are handling this ) XXXX General number XXXX Delinquent Mortgage General number XXXX  XXXX XXXX XXXX XXXX M-F ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX 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