Consumer complaint received 2016-02-02
Company: Flagstar Bank, N.A.
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I utilized Flagstar Bank for a VA XXXX XXXX to purchase a home on XXXX XXXX, XXXX XXXX XXXX, in XXXX XXXX. This was my second time using Flagstar Bank for a home loan. By XXXX XXXX I suffered job loss during a downward economic fall in the XXXX XXXX XXXX. Government layoffs, hiring freezes and the closing of the XXXX XXXX had a great negative impact on the territory. Unable to find comparable work I began to fall behind of paying my mortgage. The rest of XXXX I requested numerous times for assistance from Flagstar Bank. I received no response. I requested a deferment of payments with no response. I requested a refinance with no response. I received no adequate assistance or information regarding my home. By XXXX XXXX I liquidated a retirement account mainly to pay for my missed mortgage payments and financial support for my family until I obtained work. XXXX XXXX I did obtain work, but the salary was considerably less. I researched and learned about HARM/HARP program and requested to use that program to lower my mortgage payment to something I could afford. No response or acknowledgement. My frustration with Flagstar elevated greatly after speaking to XXXX of the CSRs and being told that I would have to be 90 days past due in order to use their loss mitigation. By late XXXX I was 90 days past due and my payment was returned to me and my loan was forced into foreclosure. I immediately requested for a deed in lieu process in XXXX of XXXX. I submitted several loss mitigation packages of information over the next 3 years. I had to contend with Flagstar Bank 's uncanny ability to lose documents, not receive documents via their recommended methods ( fax, mail and online via special site ). I resorted to sending documents via XXXX Mail with signature confirmation and still their employees and systems still loss numerous pages of documents. I received numerous missing document letters. I requested to email my documents to my single point contact person, but was informed that was not allowed. For over three years I submitted documents, spoke to CSRs and endured harassing automated collection phone calls. Not to mention the wait times I had to endure when I called their XXXX number. I would have to normally wait 45 minutes on average. The longest was over and hour and a half. The auto calls ranged from XXXX - 4 times a day every day, even on Sundays. The phone calls started in XXXX and never stopped until the start of XXXX when my Deed in lieu packet was finally accepted and being processed. Plus I requested to be taken off their auto call list. The years of enduring Flagstar Bank 's lack of ethics and services has had a great negative impact on my family and me. My family and I moved from the XXXX back to the XXXX because we believed we were losing our home. That with a poor economy in the VI ensured we had no choice but to start over some place with possibilities. The articles I read pertaining to Flagstar Bank 's illegal practices in their Loss Mitigation Department is exactly everything my family and I are still suffering through. Unfortunately being an average XXXX citizen against a multi XXXX dollar corporation, I do n't stand a chance. My family and I would like to rebuild our lives and move on. Please Help.

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 non-monetary relief