Consumer complaint received 2019-08-07
Company: Flagstar Bank, N.A.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/2019 received text alert for escrow disbursement from mortgage account. Logged into myloans and see an disbursement of XXXX made to XXXX. On XX/XX/XXXX, was on a call with new Hazard Insurance Company XXXX to confirm they had sent over insurance info ( new premium amount coverage, policy coverage ) to Flagstar Insurance Dept. XXXX Agent advised we could do an verbal verification over the phone and provide all information needed to get hazard insurance online. I gave the XXXX Agent the Flagstar Insurance Dept number XXXX and informed the Agent you will have to dial option 6 to get a live person. I was put on hold, until there was a live Agent from Flagstar Insurance Dept., XXXX Agent, and myself on a 3 way live conference call. Mind you the XXXX Agent kept me informed the whole time, while I was holding. The required info was exchanged between the XXXX Agent as well as Flagstar Insurance Dept Agent, and the Flagstar Agent read a script before verifying to obtain my verbal consent. Everything was noted and exchanged and the call was complete. All parties ended the call after confirming everything needed was received and completed. Leading to my frustration of how and why was a disbursement sent out still going to the wrong insurance company XXXX after being on the phone for almost 2hours the previous day getting the information directly from one party to the next on a live conference call. This has been in works since XX/XX/2019. The mortgage companies are always Stressing Communicatio, well I have been communicating, and communicating for the last 2weeks. Followup call after followup call. I am even getting the run around from the Insurance Dept at Flagstar as well as if I am asking for your name and I cant even get that. I am sorry there is seriously something wrong with folks and their approach when it comes to speaking and handling customers. The company needs to be Auidited through out each and every division going back at least 10 years. I guaranteed there will be tons of money issues, account issues, disbursement issues, even employee issues. If you are in the business of maintain huge realestate interest, how are all these mistakes happening in a consistent manner. The Employees Needs Overall Training Complete with Sensitivity, Ethical Training, Problem Resolution Training. All I hear is the calls are being recorded and monitored, then why am I constantly getting unknoweledgeable agents? If your not sure get some on the call that knows and can give out correct info. Giving out incorrect info, not taking the correct info leads to and can pile up causing problems after problems. At looking at my experience with communicating with my mortgage company is hurtful, difficult, extremly fustrating and I can only image what other mortgages are having to go through. Records off cause a nightmare in companies and do more harm to consumers on a daily basis. Corrections on Mistakes take even Longer to Fix. Once the damage is done, it's done, it takes an eternity to recover from.I would like to get off the hamster wheel of rudeness, unknoweldgeable reps. Fix it and stop sugar coating it. Take action to train, retrain, and continuous training in each and every dept. Set up mandatory training for every 60days. Reconciliation on a regular basis. Catch the mistakes, invest in better computer programs to catch and help with issues, error analysis, error logs.We all make mistakes and we are suppose to learn and grow. Not continulessly go down hill.

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