Consumer complaint received 2024-12-01 00:00:00
Product: Mortgage — Conventional home 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: MI

Complaint narrative:
In XX/XX/year>, I started having problems with XXXX XXXX  after the third month of me discovering money was being taken out of my account and it would be put back in at a later date but it constantly put my account in the red because I don't get a lot of money as it is and I was unable to pay a lot of my bills and it put me in deeper debt I called flagstar Bank to see if I had any options because it was one of the debts that was being interrupted at the time. I was told because I had never had any lates in my history of 2 years that I qualified for a deferral and that could be from 3 to 6 months. I was told that they could not help me at the time because I had never been late with my mortgage I would have to be late at least 60 290 days before they can even help me. So I asked my single point of sales rep whose name was XXXX XXXX at the time If it would be okay if I was late to repay my debt He said that would be the best thing to do as it looks like you're in great standing with us and that should be no problem So I did not pay for 3 months thinking I would be able to get the deferment Well he was taking off of my case and they put another point of contact in I did not know that my loan had been denied at the time I didn't know until I called asking what was going on because I did not get a notice or anything in the mail nor did I get anything emailed So I was out there in limbo I found out when I called that I was in default and that they denied me This point of contact told me to just reapply I should be able to get it because I qualified for at least a modification or payment plan but because deferral wasn't reached yet I should probably add more debt to my income so that I can look like I was in harder hardship so she gave me the numbers to add on my paper and I did I resubmitted asking for deferment or modification and again for the 4th month I did not get a response I then received a phone call that said that these calls will continue until my debt was caught up Well I'm getting nervous because I'm falling further and further behind but every point of contact that I spoke with told me that I should not pay the bill or should I say my mortgage until the modification is complete If I paid while it was under review it would throw everything off so that's the fourth month of me being told not to pay anything here we go fifth month they tell me oh it's too late You're way over and you need to pay everything back Well now I can't pay everything back at once what happened to my deferment what happened to my modification now nobody wants to talk to me I didn't get any documents to say I was denied I got nothing to say what my chances are what my options are I got nothing nobody talk to me when they called me I answered and they said this is an attempt to collect a debt when I told them what was going on they just suggested that I make a payment and resubmit an application every time I resubmitted an application I waited days weeks now I'm so far behind I do not have all this money to pay back it once I can absolutely pay my monthly mortgage but I'm asking for modification if just for 3 months I can pay the back pay for the additional 2 months if they just work with me but nobody is giving me any accurate information nothing substantial people are literally giving me information that is getting me deeper and deeper in the hole now I'm possibly facing foreclosure and yet all they say is make a payment How you're not accepting payments I don't know what to do right now I need help They keep giving me bad information tell me wait don't make a payment Wait don't make a payment resubmit Don't make a payment and I'm getting deeper in the hole but nobody 's telling me what to do or what options I have The minute I submitted again within a few days from what I was told it goes into denial and nobody tells me I'm running out of time and nobody 's talking I need help I have a daughter and I'm XXXX  I explain that to the last point of sales representative and she told me that they are not going to give me a deferment they're probably not going to give me a modification because I'm not going through a temporary hardship might XXXX is a XXXX  hardship And because of that I don't qualify for any assistance That's discrimination if I never seen it in my life that's full discrimination because I got my mortgage with my XXXX now I can't get a modification with my XXXX. I make more now than I did when I got approved for my mortgage and they're denying me every bit of assistance This is not fair I don't have money to go anywhere I don't have anybody I can depend on me and my baby 's going to be out on the street because they failed me I need 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 explanation