Consumer complaint received 2024-02-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: NEW YORK COMMUNITY BANCORP INC
State: CA

Complaint narrative:
Ive had my mortgage for almost two years. Ive never missed a payment. Ive always paid during the grace period. 

Normally when you make a payment through any company you will receive a message stating payment pending payment processing or something to indicate the payment went through. 

However while on thier Ap I made the payment on XXXX for my normal monthly payment. After I pressed send payment the page refreshes and still says my payment is due, with the amount due and due date etc. So I pressed make a payment again and it refreshed and still said I needed to make a payment. I logged out and back in and it still said my payment for the mortgage was still due. No pending message or anything. So I clicked make a payment again. Still nothing changed and I got nervous. I called and waited in line but it was a long wait so I ended up waiting to call them the next day. 

That night I noticed a charge of {$11000.00} ( 3 mortgage payments ) taken out from my home lender. ( Which really should have shown up as three separate payments because I DID NOT AUTHORIZE {$11000.00} to be taken from my account. It has an option to make additional payments above and in addition to my normal payment and I didnt want to. I just wanted to make a normal payment. 

So that was in XXXX so I was thinking the payment was for XXXX XXXX and XXXX Of XXXX. I was just going to make my next payment in XXXX of XXXX. 

Little did I know I guess one of the payments was supposed to be for XX/XX/XXXX which would cover XXXX/ XXXX / XXXX and payment was due in XXXX of XXXX. 

Ive been rebuilding my credit the last 2 years and have never missed one payment on any cards or mortgage. But because of this issue with thier payment not working correctly I got confused. 

I called and spoke to the lady and went through the process of how I made the payment and she even stated that after I make a payment I should see a notification payment pending. That I should send in a form explaining what happened and it would be corrected if thier Ap was faulty. 

I sent in this same detailed letter. I also let them know I screen recorded myself making a payment and how it still tells me payment is due even hours after making the payment. I also said why would I allow you to take {$11000.00} out for three months of payments and then default on a payment. I paid the same day I received the 30 days late when i saw that there was an issue. I wouldnt go two years with perfect payment history then pay {$11000.00} for three months then ruin my credit score with a late payment. It was just an honest mixup from thier Ap and how they withdrew that large amount without my approval. 

I asked for a link to email them my video showing their Ap has an error. They are a huge company with I assume hundred of millions in loans so they need to be aware of a fault in thier Ap. 

After I sent them a certified goodwill letter and thier dispute form they replied with a letter not addressing anything I said but with a generic letter stating there was no errors and I was late on a payment. 

Im hoping to contact someone higher up who can fix the ap and adjust the late 30 day late that has hit my credit. 

I appreciate any help someone can give me as my lending company just shrugged me off after taking out money without my consent and damaging my credit score. Thanks again for listening.

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