Consumer complaint received 2017-11-08
Company: Flagstar Bank, N.A.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX responded to CFPB XXXX ID XXXX on XXXX XXXX, XXXX ; however their response is inaccurate and they continue to act in bad faith. 

On XXXX XXXX, XXXX I spoke with XXXX XXXX at XXXX about the payment that was rejected and credited back to my checking account. XXXX XXXX said he was unsure why the payment was rejected and that he would look into the matter and give me a call back. I did not receive a return phone call. 

On XXXX XXXX, XXXX, I sent a mortgage payment again to XXXX. On XXXX XXXX, XXXX I was notified by my personal bank that payment was again rejected by XXXX and credited back to my checking account. On XXXX XXXX, XXXX, I spoke with XXXX XXXX again and he was still unsure why my payment was rejected for a second time. He asked that I send him any supporting documents I had by email. I sent him an email with the previous XXXX month payments that were made in the same manner which were accepted by XXXX and credited to my mortgage. On the afternoon of XXXX XXXX, I received an email from XXXX XXXX : " Good afternoon, I have spoken to my cashiering department and here is what they see : The Debtor 's bank it adding a trailing XXXX at the end which the system is unable to identify a loan number because of that. '' I researched my previous payments to XXXX and found that there were atleast XXXX XXXX XXXX XXXX months of payments made since XXXX XXXX which included the " trailing zero '' and every XXXX of those XXXX XXXX XXXX XXXX payments were credited to my mortgage without issue. None of those XXXX XXXX XXXX XXXX payments were rejected nor was I informed by XXXX at any time that there was an issue with the loan number on these checks. On XXXX XXXX, XXXX, I asked XXXX XXXX to explain why the sudden change in XXXX 's acceptance. I did not receive a response. I sent a follow up email on XXXX XXXX, XXXX and again on XXXX XXXX, XXXX and did not receive a response. 

On XXXX XXXX, XXXX, I received a letter by mail from XXXX which outlined loss mitigation options available and options to leave the property. The letter stated, " We are sending this notice to you because you are behind on your mortgage payment. We want to notify you of possible ways to avoid losing your home. We have a right to invoke foreclosure based on the terms of your mortgage contract. '' Had it not been for XXXX rejecting XXXX XXXX XXXX XXXX months of payments, the mortgage payments would not be behind. I made my payments in good faith and in the same manner as I have for many months. I did not make any changes in the way payments were being made to XXXX. 

In XXXX 's XXXX XXXX, XXXX response to CFPB Complaint XXXX, XXXX stated that on XXXX XXXX, XXXX they received and applied a payment of {$990.00} to my loan. There is no record of this payment posted to my mortgage transaction history to date. Their XXXX XXXX letter also says that a payment of {$990.00} was processed on XXXX XXXX, XXXX, which is true. 

XXXX is threatening to foreclose on a home that I am trying desperately to keep. I have agreed to the terms of my bankruptcy and I have been on time with all monthly payments. I have made a good faith effort to keep my mortgage current. It is unfair practice for XXXX to be able to cause my payments to be rejected which in turn has caused my payments to be behind.

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