Consumer complaint received 2019-07-23
Company: Flagstar Bank, N.A.
State: NJ
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I XXXX from XX/XX/2017- XX/XX/XXXX and was on a deferment plan and did not have to make payments till XX/XX/XXXX. In this process I was with 2 different loan companies XXXX home loan company up until XXXX XXXX when the loan was transferred over to FLAGSTAR bank. During the entire time this deferment was in place I received a phone call from my wife stating someone stopped by our house, and letters in the mail stating we are behind on payments, and I called monthly to confirm that we had no payments on our home loan only to escrow until XX/XX/XXXX ( which is not XX/XX/XXXX that is on the deferment document ). Every time I called both companies I was on the phone explaining my situation every single time, as if no one kept notes or cared that they caused the stress on my family that they did monthly. I want to make this clear that every single phone call included at the end that I confirmed NO PAYMENTS on loan till XX/XX/XXXX from XXXX XXXX up until Apr XXXX, because I could not breath without knowing that this was confirmed since I felt I could not trust these companies due to the stress they were causing my family even as I was away serving my country. During the whole confirmation period of no payments I planned out how to fix my house and be able to pay everything off and get back to normal payments by XX/XX/XXXX. I have attached 3 quotes minus one for home improvements on my house with dates ( improvements only made due to phone conversations ending in me and associate for banks monthly stating no payments till XX/XX/XXXX ), one attachment for TSP loan against my retirement to help pay off things, documents referring to appeal for Flagstar that includes supporting documents and situations leading to the proposed falling behind of payments, current Flagstar bank statement and the only thing I'm missing to verify everything I said is the phone call conversations dating from the PRESENT back to XX/XX/XXXX with XXXX and FLAGSTAR BANK, because they wont review or release the conversations unless I have a SUBPEONA. 

Currently my standing on my VA HOME loan is that I owe XXXX, XXXX XXXXt XXXX, Contractors XXXX, and TSP loan of XXXX. On top of everything I made a good faith payment to my loan in the amount of XXXX to principal on the house and I did not have to even make that payment. I also was always on time with my escrow only payments during the paper documented deferment period not the discussed and confirmed on the phone only of XX/XX/XXXX. Due to this issue FLAGSTAR has messed up my credit and I now have missed out on the opportunity to refinance from 4 % to 2.875 % on my VA home loan. I told my loan company that I would be good for my word and catch up, this is my final attempt to work with them in order to reimburse me for my physical and mental agitation for the past 2 years in regards to the improper handling of my VA home loan before I seek a lawyer to overcompensate me for these added stresses.

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