Consumer complaint received 2021-09-23
Company: Flagstar Bank, N.A.
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This review is pertaining to Flagstar Bank. My wife and I paid ahead our XXXX mortgage payment on XX/XX/21 so the account would be ahead and not due again until XX/XX/21. For some reason they auto drafted another payment out of our account on XX/XX/21 towards the principal balance when a draft was not supposed to happen until XX/XX/21. Naturally we didn't have the funds for two back to back payments so the second payment returned as NSF. I called to resolve the issue and ask about a refund. I then filled out the form Flagstar provided. I got the refund the next week and thought everything was fine. Then Flagstar called the first week of XXXX and said I was due for two payments, XXXX and XXXX since they gave me a refund for the XXXX payment. I told them the refund was for the XXXX payment and told them to check the payment history.. I told them I paid XXXX on XX/XX/21 ( payment history confirms 7 payments made this year and we got the loan with them in XXXX ) they apparently didn't understand that.. They kept calling saying I was due for two payments without being able to explain what actually happened. They called again and told me this time the payment on XX/XX/21 bounced and they refunded the other payment so the loan is due for two payments now. I called my bank and XXXX XXXX XXXX confirmed the paymentXX/XX/21 did not bounce and had proof on their end. I called and told Flagstar this and they would still not fix the issue and kept claiming we were due for two payments. I called AGAIN a week later and told them the issue was still not fixed and now this might affect our credit. The rep said she would adjust the account with funds from the Principal balance and adjust the account so the only payment due is XXXX, which it was supposed to be due for to begin with. They still didn't fix the issue!! We recently refinanced the home and got a payoff good through XX/XX/21. The new mortgage company sent the payment via wire XX/XX/21which should have been instant and that was confirmed today by the rep, but Flagstar rejected it twice and is still harassing my wife about payments. I finally had to call and give authorization to give a new payoff to the new mortgage provider to send a new payoff today..as this was happening, Flagstar called my wife AGAIN, harassing her about multiple payments due. This has been a pain in the XXXX since the end of XXXX and they have not helped us at all. I didn't think it was that difficult to read a payment history and see that XXXX is seven months and see that we have made seven payments, so obviously we were only due for XXXX. Then they had the audacity to keep saying our XXXX payment " bounced '' when our bank confirmed it cleared and we told Flagstar this. If this situation affects our credit, we will sue for sure for their mismanagement of our account and harassment. This is clearly an error on their end and they are too ignorant to figure it out after it has been explained to them many times. I will never do business with this sorry excuse for a bank ever again. I attached the payment history to the complaint. As you can see, There were eight payments made, seven made correctly, one payment reversed ( due to refund request request ) and then another payment reversed for no reason ( bank confirmed payment went through. Unless I'm going insane... the math is clear, seven payments made starting in XXXX, should only be due for XXXX and bank confirmed XXXX payment WAS made, so they should not have reversed the payment.

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