Consumer complaint received 2019-05-31
Company: Flagstar Bank, N.A.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am an XXXX year old homeowner who fell behind on my mortgage payment due to my 1st battle with XXXX XXXX. After trying to get back on track, the XXXX returned even more aggressive and forced me to have a mastectomy ( XXXX removal ) which put me out of commission for months where I fell seriously behind in my payments. 

In XX/XX/XXXX I hired an attorney to assist me in obtaining a modification with my mortgage company, Flagstar Bank, as all other mitigation attempts were failing. The attorney 's office filed the complete modification package and upon the review, Flagstar Bank began to nitpick at the clarity of the documents that were legible, and said that documents that definitely were sent, were missing. We would have to send them back over and over again. Once they received the clearer documents, they still denied our modification claiming that there were more documents missing although the attorney had sent in all of the documents that matched their request and all of the additional documentation that Flagstar Bank required. Flagstar Bank would send out an incomplete package letter, as if it was truly a deficient application. 

The attorney had to reapply to Flagstar Bank several times between XXXX as Flagstar Bank kept ignoring documents and ignoring our proven Income that we were sending. On XX/XX/XXXX an exhausted attorney 's office sent XXXX a letter ( attached herein ), the letter requested that my modification be given to a supervisor and reviewed for accuracy as our 2nd modification application was denied due to insufficient income. My income at the time would have been able to pay my modification payment and monthly bills and still have over {$1500.00} left over, much more than the {$200.00} overage that is required by Flagstar Bank. They used their own numbers and ignored all income that we had sent them. The attorney 's letter laid out all of my correct income in detail and it was ignored, and my modification was turned down once again. 

Each time the modification is turned down we are required to refile papers. I recently asked my attorney for a copy of my file and the file was 7 inches high ( thick ) as Flagstar Bank is heartless in their relentless pursuit to take my home. Today I am submitting this complaint against Flagstar Bank along with another Modification Package with hopes that the Consumer Financial Protection Bureau will be able to get Flagstar Bank to operate fairly and ethically. 

In a second letter to Flagstar Bank from my attorney dated XX/XX/XXXX ( Attached ), he threatened to file a complaint with the Consumer Financial Protection Bureau to ensure a fair review of my modification. Even then, they continued with their unscrupulous tactics. On around XX/XX/XXXX My son and I spoke to XXXX XXXX of Flagstar Bank, she told us that I had to submit a new modification package before XX/XX/XXXX, 37 days before the new foreclosure sale date. We worked diligently to submit a complete package with XXXX confirming each document was received as requested. On XX/XX/XXXX the Social Security Office sent me the last anticipated document that we needed to complete the file and we sent it to XXXX XXXX at Flagstar Bank. She made us feel like we accomplished the process in time and things would workout based on a completed package and the income that we submitted. A few days after we called in and spoke to a loss mitigation specialist who told us that XXXX XXXX had been transferred to a different department and that we didn't have all the documents requested to accept the modification package. I asked him to review the package and he said as far as he can see everything indeed was there and went on to get his supervisor/manager, Mr. XXXX, on the line to show him that the package was complete. Mr. XXXX also looked at the documents and confirmed that all was received. He promised that he would get back to us later that same day or the next day to get our modification sorted out. He never returned the call although we called him countless times and he knew that all of our documents were received but Flagstar Bank proceeded to the foreclosure sale date anyway. We filed bankruptcy and the foreclosure sale was stopped. 


We are now out of bankruptcy and asking that the Consumer Financial Protection Bureau intervene and Investigate Flagstar Bank for its BAD FAITH practices and help us to get a fair modification decision. So many individuals like me must be suffering at the hands of these type of wolves in sheeps clothing banks. We were recently advised that we must file this package immediately as the 37-day window to a new foreclosure sale date of XX/XX/XXXX will begin on Monday XX/XX/XXXX. We went over the checklist and have provided all of what was requested. please review, advise and send our package to Flagstar Bank. Thank You.

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