Consumer complaint received 2023-09-24
Company: NEW YORK COMMUNITY BANCORP INC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: An existing modification, forbearance plan, short sale, or other loss mitigation relief

Complaint:
In XXXX of 2022 my wife and I were granted a loan modification from Flagstar Bank thanks to CFPB help. We received the modification with the executed date of XX/XX/. The modification was backdated to XX/XX/, which we were told by several of the loan counselors we talked with at Flagstar was very odd. Over several phone conversations I was told that the modification was being processed and they would let me know when to pay. We never received anything from Flagstar about paying, and every time we called, we were told that the modification was being processed. The website was not updated until XX/XX/ and at this point, we were being foreclosed on due to 7 missed payments. So, after I called and spoke with XXXX, a loan counselor, on XX/XX/, I was told I could not make any payments and had to go through the foreclosing attorneys office. I was told by XXXX XXXX, attorney for Flagstar, on XX/XX/XXXX that I would need to pay {$56000.00} to bring the loan current. I explained to him that amount was incorrect due to our modification and that XXXX from Flagstar would be sending him the correct information later that day, he said he would get back to me, but he never did. The foreclosure was later dismissed and I started working with the bank to get everything taken care of. 
I have been in the process over the last 10 months trying to fill out Flagstars Loss Modification documents and to gain a forbearance, but am having a very difficult time doing so. I will receive notices and supply the needed information, and nothing happens. Then I will receive a notice in the mail saying the application has been closed, but on the website, it will say processing. I have been told by several of the loss mitigation counselors that you cant trust the website and I should call. I have done this 3 times now, and the bank will send me information on what they need and when I upload the documents, they say they never received them. A few weeks later, the application will be closed, and I will have to start the months long process all over. I have screenshots, where the documents appear on my forbearance application as being uploaded but Flagstar says they never received them. At this point, I have uploaded the needed documents once more for the application started in XXXX of this year, and again, Flagstar says they werent received as of XXXX. I have now faxed them, but we are in a time crunch as they are restarting the foreclosure process on XXXX. 
We dont want to lose our home and just want to be able to pay our monthly mortgage and not have to come up with XXXX of thousands of dollars at once. We love this house and just want to be able to live in it without this constantly hanging over our heads. Please, can someone help us make sense of all of this so we can just pay our monthly mortgage.

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