Consumer complaint received 2020-12-15
Company: Flagstar Bank, N.A.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
This is being posted as a complaint from the response given by Flagstar for the initial complaint. 
The response Flagstar gave was very limited to the issues I had addressed. They gave a short answer to something that needed an extensive explanation considering the conversations that weve consistently been discussing with them over the past months. The issues are as follows : 1. They stated that they could not help us during COVID. They stated that we could not be granted a forbearance or moratorium because we were in active foreclosure and because our mortgage was not FHA. The representative stated that we had an FHA mortgage that was not FHA. That didnt make any sense. The mortgage is FHA. They stated that we could file a loss mitigation application but that would not actively stop them from foreclosing on the house even during the moratorium. 

2. When we initially filed the loss mitigation application a year or so back, they didnt give us any other options. Instead, they decided to do a modification which only decreased the mortgage by {$100.00} and increased our interest rate which was not much help if any. We were not given any of the options to remedy a short term situation such as a repayment plan, forbearance plan, not even a refinance. 

3. We filed for a chapter 13 bankruptcy to help us get back on track with a repayment plan. The bankruptcy case was dismissed through the courts because I dealt with horrible lawyers. Flagstar was not trying to work with us to resolve the issue. Several payments were made through a trustee who had sent Flagstar money that they hadnt applied to the account, which is one of the reasons why this complaint was filed. They were constantly requesting the full balance as if no monies were paid to them. When asked where the funds were, no one seemed to know. They were very rude and unwilling to help in any way. It wasnt until we had to go through the account with someone in the hardship task force to figure out where some of the money was. Even then, some of the money still appeared to be missing. 

3. Now, according to their letter response, theyre stating that the next payment is due XX/XX/XXXX. According to the last representative that I spoke to, and paid the extra {$4.00} to, stated that money will be applied to XXXX payment. As for paying the lessor amount that was stated in the letter, that is what Ive been told to pay. I understood that my mortgage payment was supposed to be {$2600.00}. Im not understanding where theyre getting these numbers from. There seems to be a miscommunication or no communication among each department. One department has no idea what the other is doing at all. I believe this is a big part of the mix up. 

All we want is for them to be fair in what theyre doing. If they are really willing to help their customers who suffered hardships, they should actually do it. From what weve been dealing with, there seems to be no light at the end of the tunnel dealing with them. All this inconsistency is prolonging the process and making us look like were even further behind than what we should be. All we want is to have a fair plan put into place to help us catch up. Weve been trying to get the mortgage paid up to date as far as we can, but it looks as though they dont want us to. This issue needs to be remedied as soon as possible. We dont want to keep feeling like were being robbed of our money just so they can take our home at the end of all of this.

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