Consumer complaint received 2015-09-11
Company: NEW YORK COMMUNITY BANK
State: TX
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
New York Community Bank - Avoid them if you can. 
In XXXX, I had a water leak in my home which ruined flooring and cabinets in my kitchen and leaked into the room below XXXX my kitchen is on the second floor ). My insurance company dealt very satisfactorily with the claim and agreed to all the repairs that were needed. They sent me a two-party check for over $ 16K, made out to me and New York Community Bank XXXX my mortgage company ). I mailed the check plus other documentation to New York Community Bank on XXXX XXXX - and have yet to receive any release of funds. I had to pay 90 % of the cost of new kitchen cabinets in advance ( they took XXXX weeks from time of ordering ), which is standard practice. All the kitchen cabinet places I got estimates from said they expected 90 % of the cost upfront. My cabinets have been installed and I 've paid for them in full. I 've also paid for repair to my downstairs room, plus some repair in my kitchen. I 've sent receipts, waiver of lien, contractor taxpayer ID to New York Community Bank. New York Community Bank sent an Inspector to my home to report on the repairs. It took the inspecting company XXXX days to submit the report to New York Community Bank, which states that 70 % of the work has been completed. Every time I call to request a status on payment back to me, there is some excuse not to send me a check for the money I 've already paid. There is either missing paperwork, or an exception has to be put in since I 've already paid for the repairs, and their check to me needs to be made out to me only ( not to me and my contractor ). 
I 'm at my wits end dealing with New York Community Bank. I 'm trying to find out the email address of their CEO, XXXX XXXX XXXX XXXX XXXX XXXX XXXX to tell him of my disastrous experience. I have a legitimate insurance claim, fully approved, and New York Community Bank expects me to pay for my repairs without sending me any funding. I now have interest owing on my credit card all due to New York Community Bank 's refusal to release my own funds to me. I 'm unable to get my floors repaired and sink replaced as I 've run out of my own money and need my funds in order to complete the work. It 's as if New York Community Bank expect me to personally fund all the repairs, no matter what hardship this causes me - and then they 'll reimburse me, at some stage, when 100 % of the work is completed. MY understanding is that the insurance approved the claim and provided the money to FUND the repairs - it should not be a REFUND. New York Community Bank shows no concern over the fact that I can not use my kitchen, and the huge inconvenience I and my family have to go through each day. I am current on my mortgage payments ( never been late with a payment ). Yet New York Community Bank have been holding my funds for over XXXX days, with no status as to when they 'll release even a portion of them. 
I would not recommend New York Community Bank to anyone based on my experience.

Company response to consumer: Closed with explanation