Consumer complaint received 2022-11-03
Company: Flagstar Bank, N.A.
State: GA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Back in XX/XX/XXXX I was out of work due to XXXX. I was behind on bills due to not working so when I saw there was a forbearance plan that Flag Star offered I thought that would help me get back on my feet and let me catch up on other bills. I started the forbearance process and didnt pay my mortgage from XXXX XXXX XXXX I then started to pay the reduced cost for the following 3 months ( XXXX XXXX XXXX  ). I have since paid EVERY month there after paying the same reduced amount as told to by the reps when I called. EVERYTIME I spoke with them I let them know I was ready to start back payments. Its now XX/XX/XXXX and I STILL have yet to have my mortgage redone. Every time I called each rep had an excuse and that maybe next month I would get a letter with the new payment. Instead, monthly I received harassing phone calls, notes on my door at home, and multiple letters talking about foreclosure. All the while, mind you, Ive been paying my mortgage as told. 
Finally I asked to speak to a manager where they told me the loan must have been missed by the underwriters and they would expedite it. It wasnt until last month ( XX/XX/XXXX ) I called where XXXX ( XXXX ) told me that I had to pick what type of repayment plan I wanted to be on. I advised her I wanted to tack what I owed to the end of the loan. She then proceeded to tell me that I would receive a package to fill out in 1-4 weeks and it would come XXXX I had been patiently waiting on a package just to get a letter in the mail that says I could go online and fill out the loss mitigation application. Id been sitting there for 2 WEEKS and could have already started this process. I started the loss mitigation packet and turned that in around XX/XX/XXXX. From then I was told it could take up to 30 days to get a response. 

I patiently waited for a few months then come XX/XX/XXXX my loan was bought out by XXXX XXXX. I called to get the ball rolling with them, mind you I still didn't have my loss mitigation processed from Flagstar. They said they were waiting on Flagstar to get them the documents and it should be taken care of within a few weeks. I called, logged in to my account constantly checking on changes of my account. Finally at the end of XXXX early XXXX. I saw a mortgage assistance overview saying my payment would go down however the amortization would go from 289 months to 480 months and interest rate would go from XXXX to XXXX!! This isn't something I had agreed upon so I was waiting to get the paper work in the mail to look over it and discuss it with XXXX XXXX. I waited and called to check on the status of the paper work and they informed me it had been mailed. I never received any documents. I logged in randomly to check again and on XX/XX/XXXX I saw a note on the account that stated my loan modification was rejected and that I owed $ XXXX. Mind you I've been trying to pay on it this whole time but they wouldn't allow it until I had the payment terms set up. I never received the documents and so I didn't send them in on time which caused the modification to be rejected. All I wanted was to put the 3 months I didn't pay to the end of the loan and continue making the same payments I was before all of this started. To say this has been a nightmare with both companies is an understatement. This has been on going over a year and I've been willing and ready to start payments just as soon as the forbearance period was over initially. Please help!!

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