Consumer complaint received 2025-10-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: NEW YORK COMMUNITY BANCORP INC
State: OH

Complaint narrative:
I am submitting this complaint to the CFPB to formally report XXXX Banks repeated misrepresentation, lack of communication, and mishandling of my loss mitigation and short payoff process, which has now resulted in a foreclosure summary judgment being filed and likely granted on my home, despite my ongoing efforts to resolve the matter in good faith. 

XXXX has repeatedly claimed that my loss mitigation application was closed due to missing documents, but this statement is false and misleading. I would like XXXX to specify exactly what documents were supposedly missing. I do not want a vague or generalized statement. I want a detailed list of exactly what was missing, because no documentation was missing. The issue was not that the documents were missing it was that they were not formatted or labeled exactly how XXXX preferred. That is a very different issue, and it does not justify closing my application or refusing to process it. 

I have heard the phrase missing documents from XXXX far too many times, even when I have already submitted the requested forms multiple times. I have records showing repeated resubmissions of the same documents, only to be told they were missing or incomplete. When I called to get clarification, I was either told conflicting information by multiple representatives or instructed to just resubmit a new application entirely a cycle that went on for months with no resolution. 


On XX/XX/year>, I was notified by the attorney that a Motion for Summary Judgment had been filed in my foreclosure case. I immediately contacted her to discuss possible alternatives, as I already had a sale in process and was actively working to resolve the issue. Over the following month, I made repeated attempts to communicate with her to clarify next steps, provide all requested documentation, and avoid unnecessary foreclosure proceedings. Despite my cooperation, I received no communication or clarity from her until XX/XX/XXXX, XXXXUnfortunately, she did not respond by addressing any of my concerns or questions, or request to have a phone conversation. Today is XX/XX/year>, and after many emails and voice messages, pleading for a phone conversation, I have yet to receive a phone call. 

After nearly a month of waiting, I finally received an email from her after my investors contacted her for a Payoff quote, with an email that I needed to write to request a payoff quote and a short rundown that the summary judgment had just been filed, but not granted yet at that point. 

Now, after submitting all documents to the attorney, I received an email stating that my real estate agent or investor now needs to submit everything to another online platform. This was extremely frustrating and confusing because we had already submitted the complete short payoff package directly to her as she had initially instructed. Now, just a month before my scheduled closing date, I am being told that the entire process must be done an entirely different way with no clear direction, explanation, or timeline. Upon my own research, I went to the website she instructed my investors to go to, which was just one word no instructions on how to get to that. I did my investigation and found that this process is not just a short process and there's a lot of hoops and steps to jump through and there is just no clarity on anything which is why I had asked her for a conversation almost 2 months ago because clarity and instructions are extremely important to get anything accomplished, and that is where XXXX falls completely short on My property is currently under contract and scheduled to close on XX/XX/year>, but because of this sudden change and the attorneys complete lack of responsiveness, I am now in limbo. Meanwhile, the summary judgment hearing took place on Monday, XX/XX/year>, and I have received no information from her about what occurred in court or the status of my home. 

I have also recorded phone calls with XXXX Bank representatives that clearly show the lack of knowledge, consistency, and accountability within the organization. Representatives repeatedly gave vague or circular answers, offered contradictory information, and failed to document or escalate my concerns properly.

I have so many documents. It is impossible to even upload a portion of them to prove what I am trying to prove here and what I've been trying to prove in regards to this company if this is further investigated, I will provide all documentation necessary unfortunately that is going to take a long time andI will have to split up the information into multiple files to submit it all on this website, but I will if need be. But at this time, I just don't have the energy to do so ; my brain is preoccupied with whether my house is going to get pulled out from under me today, tomorrow, or next week.

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