Consumer complaint received 2022-07-18
Company: Flagstar Bank, N.A.
State: AR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is regarding an insurance claim. I am in a XXXX XXXX. My barn caught fire in XXXX of XXXX. XXXX took till XX/XX/XXXX to agree with insurance company about the cost of repairs. Now I am fighting with Flagstar Bank on releasing funds in a timely manner. The claim was {$44000.00} and they released the first {$10000.00}, then after work was done they released another XXXX. Flagstar hires a company called XXXX to do the inspections. XXXX 's inspector came out on XXXX and completed the inspection and said that the barn was 90 % completed. XXXX said that it was only 57 % completed even though they have not come out to look personally. The inspector sent it back at 60 %. I have called Flagstar each day since XXXX to ask the status and have gotten a different answer each time. 
XXXX spoke with XXXX and was told that XXXX hadn't sent the inspection over yet. 
XXXX spoke with XXXX and was told they are still waiting on inspection. 
XXXX spoke with XXXX and was told there was a dispute on the inspection and that XXXX had it in holding XX/XX/XXXX spoke with XXXX and was told that the inspection was completed ( after she contacted a supervisor ) and they would order release of funds. She told me it would be {$13000.00} which is 60 % of the remaining balance. I also asked for another inspection as more work had been completed. 
XX/XX/XXXX spoke with XXXX to confirm what XXXX said. I was told that they couldn't order another inspection until this check was sent out because it would delay funds. She said the draw had not been approved and she wasn't sure why. She was supposed to send in the information to " push it through ''. She said to expedite it to overnight a prepaid envelope. I did this on XX/XX/XXXX and spent around {$100.00} with Fed ex to sent this envelope. 
XX/XX/XXXX spoke with XXXX again and she showed received prepaid envelope, but the draw had not been approved. She spoke with a supervisor and said they were gon na get it taken care of. 
XX/XX/XXXX spoke with XXXX who said that it takes 3 days to approve and she didn't show the inspection even in their system. She spoke with a supervisor and said they were going to manually approve it. She also said the draw was {$4400.00} not XXXX as I was previously told. She also had me email her a letter to request an additional XXXX in funds. She said she had a good supervisor that said she would take care of it. XXXX also said she would call me back before the end of the day and she did not do that. 
XX/XX/XXXX spoke with XXXX again. She said they got really busy and they didn't even look at it the day before. She said they would do it that day and the checks would be cut overnight and go out Monday. She said the XXXX has not been approved yet and that it may be Monday night before that is approved. She said the supervisor was busy and not available to talk. XXXX said she would call me back and again she did not. 
XX/XX/XXXX Spoke with XXXX who said no draws had been approved. I asked to speak with a Supervisor and after XXXX minutes on hold, she said XXXX was not available and could give me no other updates. 
XX/XX/XXXX Called back and tried to speak with XXXX and again asked for a Supervisor and after being on hold for XXXX minutes of silence with no way to ask the status, I hung up and am going to call them back. 

The inspector for XXXX who is hired by Flagstar is XXXX XXXX and her number is XXXX. She has been very nice but her hands are tied as she is just the investigator. 

I have photos of the barn but not sure what other documents you need.

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