Consumer complaint received 2025-03-26 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Incorrect information on your report — Account status incorrect
Company: NEW YORK COMMUNITY BANCORP INC
State: NV

Complaint narrative:
In the fall of XXXX I began receiving emails and letters informing me the current service provider of my 1st mortgage and HELOC, XXXX, was transferring my loans to XXXX XXXX as the new servicer. 

I received correspondence ( emails and physical mail ) from both XXXX and XXXX XXXX. In XXXX of XXXX I called XXXX XXXX 's customer service line to inquire about what the process would be and how to handle the accounts moving forward. The XXXX XXXX customer service representative informed me that XXXX XXXX would be servicing BOTH my loans and I no longer needed to make payments to XXXX. The representative also explained I had a 60 day grace period where no late fees or negative credit reporting would apply. The representative assured me XXXX XXXX was servicing both of my loans and I was up to date. I had never missed any payments or had credit reporting delinquency EVER on either account or any other credit account. 

I began receiving collection calls from XXXX in XX/XX/XXXX, I informed the XXXX rep that my accounts had been transferred to XXXX XXXX and they were my new service provider. I again called the XXXX XXXX customer service line in XXXX and XXXX of XXXX and representatives from XXXX XXXX again assured me that XXXX XXXX was servicing BOTH loans and I was up to date with no delinquencies and I could disregard the calls from XXXX because the representative said it was likely a system glitch that the loans were showing up in both XXXX and XXXX XXXX systems. The XXXX XXXX representative assured me my accounts were current and it was only due to the recent service provider transfer that I was getting collection calls from XXXX. 

In XX/XX/XXXX I received a credit report notification that I had serious delinquencies being reported on 1 of my credit accounts : the XXXX XXXX. I called XXXX XXXX on XX/XX/XXXX and asked why I was reported as delinquent. This was now the XXXX or XXXX customer service representative I spoke to at XXXX XXXX and the representative assured me that I was current and both accounts were NOT delinquent. I requested to speak to a supervisor and the supervisor informed me the agents had made a mistake and only my first mortgage was transferred to XXXX XXXX in XX/XX/XXXX. The supervisor stated the HELOC would transfer over at some point but could not tell me when and apologized for the misinformation I had been provided in the previous months. 

I immediately called XXXX and explained the situation. The XXXX staff also could not explain why only the first mortgage was transferred to XXXX XXXX in XX/XX/XXXX and could not say when the HELOC would transfer. The XXXX reps stated XXXX was selling all mortgage products to other service providers as XXXX was exiting the mortgage servicing business. I immediately paid the XXXX XXXX payments to bring the account current and was directed by the representative to fill out a credit dispute form with XXXX to explain the odd situation. 

The XXXX " XXXX XXXX '' department denied my dispute request stating my payment history was accurate. There was not return email, phone or contact information for the Credit Reporting department. I made multiple calls in XXXX and XXXX of XXXX to the XXXX customer support team and spoke to multiple managers explaining the new service provider, XXXX XXXX, had given me incorrect information and instructed me to NOT pay XXXX and that all of my mortgage accounts were current. 

Today on XX/XX/XXXX I called XXXX again with a manager from the XXXX XXXX escalation team ( XXXX XXXX ). XXXX XXXX confirmed from the notes on my account that the XXXX XXXX representatives gave me incorrect information and instructed me to not pay XXXX and my mortgage accounts were current. The XXXX XXXX ( XXXX XXXX ) still refused to escalate or update my credit status despite the XXXX XXXX XXXX stating it was only delinquent due to servicer error ( the wrong information I had gotten on multiple occasions from XXXX XXXX reps ). 

I have filed disputes with all XXXX credit reporting agencies today ( XXXX, XXXX and XXXX XXXX ). I have no other delinquencies or negative credit reporting history on my credit report. This misunderstanding and miscommunication has dropped my credit score over XXXX points and unless it is updated, it will remain on my report for 7 years.

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