Consumer complaint received 2017-06-23
Company: Flagstar Bank, N.A.
State: ND
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We submitted an application for loan modification to Flagstar Bank on XX/XX/XXXX through their online upload system. We received a letter from them dated XX/XX/XXXX that 2 pieces of info were missing, a signed and dated XXXX Form and 2 months of recent bank statements. I uploaded those documents on XX/XX/XXXX. A letter from Flagstar dated XX/XX/XXXX stated that our " application for a foreclosure prevention alternative or loss mitigation option is COMPLETE. '' The next correspondence was dated XX/XX/XXXX and not received until XX/XX/XXXX stating that we were " ineligible '' for 7 different  options because we " failed to provide the necessary information required for evaluation. '' This information contradicted that of the XX/XX/XXXX letter. I spoke with XXXX XXXX on XX/XX/XXXX about my confusion since I had not been informed of missing info. He checked and discovered that an awards letter for my worker 's comp income was needed and was not sure why it had n't been requested. He also stated that I needed to resubmit bank info. I explained that since my original application my worker 's comp amount decreased and asked if I needed to resubmit income/expense sheet ; he said no. XXXX gave me his personal email to get him this info when I received it so he could expedite our application when he got it. I was not able to email directly to him and left him messages on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX reflecting that problem. XXXX finally returned my call later on XX/XX/XXXX and suggested I simply upload the documents as I had our original info. I uploaded the info immediately. The next letter from Flagstar dated XX/XX/XXXX again stated that our " application is INCOMPLETE. '' The reason again was missing bank statements. XXXX called on XX/XX/XXXX with an update. He said Flagstar was now requesting Social Security income info. Nobody was/is receiving Social Security. I expressed my frustration to XXXX at this time about this process taking a long time and that I had previously submitted banking info. He admitted not understanding why it was requested again but to resubmit. I uploaded info again on XX/XX/XXXX. Another letter from Flagstar dated XX/XX/XXXX still showed our application was " incomplete '' and " TIME IS OF THE ESSENSE. '' XXXX called on XX/XX/XXXX stating that my banking info was still outstanding. He finally told me that this info needed to come directly from the bank with the banking institution information on it. This would have been nice to know with the original application in XX/XX/XXXX. I uploaded this info on XX/XX/XXXX. The next letter from Flagstar was dated XX/XX/XXXX still stating there was missing info. I ignored it guessing that what I uploaded on XX/XX/XXXX had n't reached whoever needed it before another letter was sent. XX/XX/XXXX we again received a letter stating our " application remains INCOMPLETE. '' In addition, " We regret to inform you that we are unable to evaluate your request for assistance and will be closing our file. '' Upon receipt of this letter on XX/XX/XXXX I immediately called XXXX for an explanation. I left XXXX a message that was NEVER returned. Life happens and I did n't think about it again until receiving a letter on XX/XX/XXXX dated XX/XX/XXXX. This letter stated we are " approved for a Trial Period Plan to modify [ our ] mortgage payment. '' We " will be required to make three monthly payments in the amount of {$1400.00} each. '' We were given until XX/XX/XXXX to accept this offer. This amount is more than the previous monthly payments which was {$1200.00}, that we have n't been able to pay since XX/XX/XXXX. I left a message on XX/XX/XXXX with Flagstar rather than XXXX since he had n't returned my call from XX/XX/XXXX. When I called again on XX/XX/XXXX I requested to talk with a supervisor. I left a message for XXXX XXXX ; I had also been given his direct number. On XX/XX/XXXX I again left a message for XXXX to call me. XXXX has NEVER called me back. I have hang ups from XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ; yes, hang ups, no message left. Finally, today, XX/XX/XXXX XXXX called. It was a follow-up call to see what our " intentions '' are. I explained to him that the " modification '' was unacceptable. XXXX tried to make it appear that we 've not tried to contact Flagstar or work with them to remedy our situation. I feel he was trying to get me to admit that we could not afford our home. All it seemed that XXXX wanted to do was argue that I should have tried calling again rather than wait for a call to be returned. If Flagstar would legitimately work with us I feel we could save our home. My husband and I both have upcoming hearings with worker 's comp to dispute our income reduction and termination. My husband also has a future hearing with XXXX XXXX XXXX. I feel Flagstar purposely drug their feet in determining their " plan '' for us. I would be hesitant on reapplying for a modification knowing what we 've already dealt with. Looking back there were red flags from the beginning of our loan process. Flagstar " required '' extensive documentation showing that my worker 's comp income would continue and a guarantee that if it did n't that I would in fact return to work. No one can make a guarantee like that. We were locked in at a certain percentage rate. Our builder blamed the bank and the bank blamed the builder for not having a definite closing date. We were penalized and our rate was increased. The bank 's home inspector failed to make sure our home met the covenants in our development and we were n't aware that our garage is too short by almost three feet until we tried to park my husband 's truck in the garage before our first snow storm in XX/XX/XXXX. ( When I told XXXX that Flagstar 's home inspector failed us his response was that the " investor '' just provide the money and is not responsible for home inspections. '' ) Our garage floor was full of cracks within two months of the pour. The inspector did n't document this, to our knowledge, and our builder still refuses to fix it. We are more than frustrated and disappointed with Flagstar and simply want to stay in the home we built.

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