Consumer complaint received 2015-09-23
Company: Flagstar Bank, N.A.
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
At the end of XXXX, 2015 both my wife and I lost our jobs. We continued to use our savings to remain in good standing with Flagstar Bank while we worked through the loss mitigation process. 
On XXXX we received a letter from Flagstar closing our file due to untimely response to their requests for information.Below is a record of all of the e-mail correspondence and activity showing little to no gap between requests for information and responses providing that information. 
XXXX - Uploaded my and my wife 's determination letters from unemployment letter as well as copies of my wife 's and my licenses, front and back. 
XXXX XXXX - received an e-mail asking us to complete a form XXXX however the attachment that was sent to us was a different form. 
XXXX XXXX XXXX - responded to the rep asking about the form where he was asking us to complete fields that were not reflected in the form he sent. 
XXXX XXXX PM - Received the correct XXXX form from the rep. 
XXXX uploaded the form to Flagstar 's website. 
XXXX XXXX XXXX - e-mailed the rep as we had received a letter in the mail asking us to arrange a call with him and requested options in his availability to have the call. 
XXXX XXXX - Received an e-mail from the rep asking to disregard the letter as we had already covered everything by e-mail. 
XXXX XXXX - Rep e-mailed to request another copy of the XXXX as they are unable to retrieve the form from the uploaded forms at their web site. 
XXXX XXXX XXXX - e-mailed a copy of the completed XXXX to the rep. 
XXXX XXXX XXXX - received an e-mail from the rep asking us to complete a form titled Page XXXX. 
XXXX XXXX - e-mailed the completed form titled Page XXXX to the rep and notified him that there was no place for me to upload the form to their web site. In this e-mail I also asked for his guidance, where I had called in that week to talk with him and the call center was not allowed to transfer me to him, I wanted to be sure where the process was because we had been able to cover the last few months payments while going through this process and we 're coming up on another payment that is going to be difficult to cover ; wanted to be sure the bank had on record that we are diligently going through the process to remain in good standing but soon will be unable to cover the payments. 
XXXX XXXX - e-mailed rep as we had received a letter from flagstar dated XXXX stating that they were closing our file because I was missing critical information to complete the evaluation and they had received no response from me in a significant period of time. Notified him that I had a copy of all correspondence and reminded him he had not even responded to questions I had asked. 
XXXX XXXX- called Flagstar and spoke with a rep who advised me that there is nothing anyone can do once they close the file and that she could not transfer me to the rep or his department. Asked to speak with a supervisor and was told that there is nothing they could do. The call center rep suggested that I either start the process over or e-mail all of the completed documents to the rep I had been working with in the hopes he would reopen the file. I explained that the rep does not respond and therefore I would have no idea if he just deleted the e-mail and asked for the e-mail address of someone senior and reliable that I could cc on the e-mail to ensure it was seen and acted on. They were unable to share any managers ' information with me. 
XXXX XXXX - e-mailed the rep as suggested with all of the documentation ( even the ones that had been uploaded back in XXXX XXXX recounting the discussion with the call center rep and asking that he respond as to how we move forward. 
XXXX XXXX - received a read receipt from the e-mail I sent. 
It is now XXXX and I have had no response, no guidance, no assistance. A cust who has always paid on time ; now late fees or worse?

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