Consumer complaint received 2020-01-27
Company: Flagstar Bank, N.A.
State: UT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
As of XX/XX/XXXX, I received a letter in the mail from Flagstar Bank ( loan # XXXX ), that, according to said letter, they purchased my loan from " XXXX XXXX XXXX XXXX ''. 
When I read this letter, I was curious as to where the institution " XXXX XXXX XXXX XXXX '' was coming from, seeing as though my bank prior to Flagstar was  XXXX XXXX ( loan # XXXX ). I then setup my online account with Flagstar, setting up automatic payments to begin, according to the welcome letter, on XX/XX/XXXX.I also attempted to end my automatic payments with XXXX. 
On XX/XX/XXXX, two automatic payments were withdrawn from my checking account. One from XXXX, and the other from Flagstar Bank in the amount of {$1500.00} each. The funds went through, and were successfully transferred to XXXX XXXX, but unsuccessfully transferred to Flagstar since it was fulfilled by XXXX first. When I noticed this occurrence, I contacted both institutions attempting to get the funds transferred from XXXX to Flagstar as I was under the impression that the loan was now serviced by Flagstar as of XX/XX/XXXX. 
It wasn't until XX/XX/XXXX that I received a goodbye letter from XXXX XXXX stating the loan had been transferred to Flagstar as of XX/XX/XXXX ( please take note of the different transfer dates stated from the two institutions, and how they are different ), with Flagstar payments to begin on " XX/XX/XXXX ''. After several phone calls to both institutions, speaking to many representatives and managers, over the course of many months no resolution was met. 
Over the course of time from XX/XX/XXXX to today, XXXX, XXXX, XXXX, there has been countless phone calls, conversations, attempts at clearing this, and case numbers open/closed. 

Flagstar case numbers are as follows : # XXXX # XXXX # XXXX In each phone call to the two institutions, my goal was to get the funds for the XX/XX/XXXX payment transferred from XXXX to Flagstar, remove any late fees on my Flagstar loan that should not be there, as each payment had been on time, correct the interest accrual, and remove any negative reporting made on my credit. 
After many conversations, and attempts with help from many representatives, my goal has yet to be met. 
During these phone calls, there have been many different types of experiences, and responses with the representatives, being positive, promising, reinforcing, along with negative, or disrespectful. 
Those being : - Both institutions stating they can not do anything to help me because according to the transfer date XXXX has of XX/XX/XXXX, it did not match Flagstar 's  date of XX/XX/XXXX. Meaning both institutions claim the funds " rightfully '' belonged to each of them since the dates do not match up ( which, from a borrower standpoint, makes no sense to me how they were not on the same terms or dates prior to selling my loan ). Therefore XXXX would not release the funds back to me. 
- Held many three-way calls between myself, XXXX, and Flagstar, being told at the end of these phone calls that they would each " have the back office representatives look into this, figure out why the transfer dates are different, get the funds transferred from XXXX to Flagstar, and my Flagstar loan corrected. All of which had led to no success, and all cases " resolved '' according to Flagstar and closed. I had also emailed copies of my bank statements showing the funds being sent to XXXX, and each payment was made when it should have been, meaning no payments are missing. 
- Being disrespected, told everything is my fault, and hung up on. 
- Flagstar telling me they have no idea why their welcome letter/files state my prior mortgage company being " XXXX XXXX XXXX XXXX '' when it should state " XXXX XXXX '. 
- Being told that it is my job to make sure this is all situated, though, as I stated earlier, I have been relentless and called both institutions countless times. 
- Most of these conversations, I was led to believe that I had to do nothing more than allow the banks to contact one another, get the funds transferred, everything would be handled, and I wouldn't have to worry. This has not been the outcome. I have come to the conclusion that whoever is working on these case numbers in the two back offices, is not looking deep into this, only scratching the surface, doing the bare minimum, and returning to me with the conclusion of " case resolved, you are missing a payment due to NSF '', and nothing more. 

As of XX/XX/XXXX I have now received multiple letters in the mail from a constable named XXXX XXXX XXXX ( XXXX ) stating that I owe money to " XXXX, XXXX '' and there is said to be a " sale of property '' at my address on XX/XX/XXXX. All of this is due to my loan being delinquent in Flagstar 's systems from the funds not being transferred to Flagstar from the XX/XX/XXXX payment. 

I have plead my case to each of the institutions many times, I have repeated myself again and again, took precious time out of my days, dealt with stress, anxiety, discomfort, and more attempting to resolve this. I can not do it any longer, this is why I am reaching out to you. I have provided as much written information as I could at this time, though I do have all documentation ready if you so need. 

I appreciate you time. May you have a great day. 

- XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation