Consumer complaint received 2022-01-27
Company: Flagstar Bank, N.A.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Incorrect information on your report
Sub-issue: Information is incorrect

Complaint:
My mortgage was acquired by Flagstar Bank in XXXX, XXXX. They took over as mortgage servicer, but the holder of " mortgage debt '' is XXXX XXXX XXXX XXXX XXXX. See attached documentation of the mortgage transfer. As the mortgage company servicing the loan, and according to the Consumer Financial Protection Bureau, Flagstar Bank is required to assist myself as the consumer with anything required relating to the mortgage. In XXXX, XXXX, my husband passed away. Although my name is the only name on the mortgage, both of our names are on the title deed. In May, I followed procedure and contacted Flagstar Bank to begin the process of transferring ownership of the title. No one ever contact me. I contacted them again in XXXX, XXXX as there was no action. I sent a follow-up email requesting again that they take action to XXXX. I actually forwarded the original email, which contained all of the necessary documents as I had previously been advised. This was done to make sure that they did in fact receive yet again what they needed to comply with the request. I received an email response from XXXX XXXX XXXX stating that they " do not do that. '' There was an attempt to dissuade me from continuing to pursue the transfer of ownership by stating, " Your name is already on the mortgage, '' which as nothing to do with the title. I replied again and advised her that I was following the procedure as I was advised and reminded them that as the mortgage servicer they do provide that assistance. XXXX XXXX wrote back again, refusing to assist in this process, and then further stated that she suggest I " seek legal counsel. '' This is a violation of Regulation X of the Consumer Financial Protection Bureau ; Section XXXX entitled " General Servicing Policies, Procedures, and Requirement. '' More specifically, Section XXXX ( b ) ( 1 ) ( ii ) which states that a mortgage servicer must, " ... Investigate, respond to, and as appropriate make corrections in response to complaints asserted by borrower. '' They have also violated Section XXXX ( b ) ( VI ( a ) and ( iv ) which states that a mortgage servicer must, " provider owners or assignees of mortgage loans with accurate and current information and documents about the mortgage they own. '' I further question Flagstar Bank 's ability to service the mortgage for my property located in Colorado when as of XX/XX/XXXX, the second inquiry of the Sec of State records, they were not found as a registered business in Colorado. Although XXXX XXXX XXXX XXXX XXXX is the holder of the title, Flagstar Bank is still the subservicer of the mortgage. All mortgage statements are electronic. However, on the website while logged in, there is a logo of XXXX XXXX XXXX with a subline which states, " subserviced by Flagstar Bank. '' When the statement is printed, it states only " Flagstar Bank. '' See attached document containing references. This is a violation of the FTC " least sophisticated consumer '' standard.

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