Consumer complaint received 2015-12-05
Company: Flagstar Bank, N.A.
State: WI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Flagstar bank has been accused and found guilty of numerous violations in the past and their illegal practices have not only continued, but intensified. I have been harassed to the point of insanity by Flagstar calling my cell phone and home phone almost every single day for over period of over one year. Not only are these robo calls, I have also been harassed via letters claiming that to have a new " single point of contact '' at Flagstar every other month. All of these single point of contacts at the bank are impossible to reach. I recently applied for a loan modification that was deliberately delayed and denied without reason as I struggled to make our monthly payments and continued being harassed daily. The modification, which should generate a response within 30 days, took well over 6 months as Flagstar claimed to be talking to it 's " investors '' and eventually denied because the time frame for all documents had passed ( due to flagstars delay ). When submitting a new modification through a housing authority agency, I was eventually informed that I was ineligible for any type of modification because my loan was taken out past the required HAMP government program deadline and that there was nothing they were willing to do. So after 2 modification requests and 8+ months of time, I was denied because someone finally looked at the application and realized that because the mortgage was taken out after the government programs deadline, I was ineligible for ALL modification options. I struggled making payments, held out hope, and were provided false hope whenever I ( rarely ) successfully contacted Flagstar for those 8 months as I was continuously told everything looks good, the " investors were looking everything over '' and I can expect to receive a response " soon ''. When in reality, no one had looked at it and the continuous harassment proceeded against my myself, putting a huge stress on my life and increasing my XXXX. When I filed a complaint before stating that they are continuing their illegal practices, Flagstar retaliated by sending me foreclosure notice immediately after receiving the complaint. To make matters worse, the entire time of the harassment and delays, Flagstar had misrepresented the fact that they even held to the mortgage! So I was struggling to make payments, being harassed daily and sending multiple modification requests to a company who did n't even have ownership of my mortgage! I found out that it was n't until XXXX XXXX, 2015 that they gained ownership and that it was finally recorded on XXXX XXXX, 2015. Three weeks after it was recorded, they immediately issued a foreclosure notice in retaliation of my previous complaint. After doing some research, I found out that Flagstar bank has been accused of everything they have done to my family and I before and they were ordered to pay a fine and restitution to it 's victims. As stated before, this did not change any of their illegal practices and the harassment only intensified. I are curious as to who was in charge of handling their last fine/restitution and if/when we are eligible to receive any part of it. In summary, Flagstar, who did n't have ownership of my mortgage, continued to delay, deny and harasses myself, who is XXXX XXXX, with robo calls and letters when they should n't have even been able to contact me legally. This entire process lasted over a year and whenever I tried to contact my " single point of contact '' at the bank, it was nearly impossible and would the point of contact would change with another letter as soon as the next day. Denying, delaying and hoping I would go away.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation