Consumer complaint received 2024-11-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: NEW YORK COMMUNITY BANCORP INC
State: FL

Complaint narrative:
By this email and by informing to the XXXX XXXX XXXX XXXX XXXX, I would like to raise my concern for what appears to be an unethical practice thru your hostile campaign on your Florida Flood - FEMA Rezoning Campaign is not only a harassment and perhaps orchestrated to create a XXXX XXXX XXXX XXXX Audit scheme. 
Here is a Line of event : 1- Between the week of Middle Ending of XXXX you sent a letter letting me know that due to FEMA - Rezoning " Special Flood Hazard Area '' and indicating that my house need to buy a Flood Insurance due to my current Mortgage XXXX. In the letter you stated that failing to provide proof of purchase will indirectly authorize you to buy Flood Insurance that you stated in the letter will perhaps be significantly more expensive than the insurance you can buy Myself. XXXX XXXX Do to the importance of this matter I immediately worked in performing my due diligence and responded thru two of your proof of Insurance options email to XXXX on XXXX XXXX XXXX and thru my Insurance agent XXXX XXXX XXXXXXXX evidence of purchase for the XXXXXXXX XXXX XXXX XXXXXXXX confirming that a copy was also provide to the Lender - Meaning you - Flagstar to Policy XXXX. By the way this Agent is the same that provides my House Insurance and also provided you in the yearly basis proof of insurance. That also was validated by me on your Online portal that you had the proof of insurance.

3- Now you are flooding me with emails indicating an Escrow account and changing my monthly mortgage payment. Again I immediately call your customer service number for Escrow XXXX so after XXXX hours of XXXX XXXX me from XXXX XXXX XXXX XXXX finally they explained that REGARDLESS my due diligence and providing immediate proof of Purchased you decided to go ahead and purchase a Flood policy for XXXX {$540.00} and opened an Escrow Account that even cancelled as an error if we assume this Error or systematic error is applied to many other customers of your Loan Service not only in the State of Florida but other in the XXXX it will generate millions this is what it's call Floating Point - Accounting schemas. 
XXXX The Customer Service XXXX CASE # XXXX in which their advice was to ask my Agent to collect and reimburse me the amount paid by Flagstar to the same Policy that I had provided from XXXX XXXX. Again it raises my concern that Flagstar performing a payment to my same XXXX policy shows that Flagstar was aware of the emails and proof of payment so making the payment to then create an account did not make sense this is not a mistake but a systematic plan. 
XXXX My Agent has confirmed that they have started the reimbursement process and I expect to follow on the recommendation that it's taking time from my own time to resolve this crisis that by not doing nothing it will generate millions of dollars to Flagstar from millions of US Residents that are forced to get Flood Policies.

6- Now the Perfect Storm that adds, maximizes and blends your negligence represents a perfect Problem for me that will create the perfect scam- I received a letter explaining that my Loan now will be handled by a new Lender ... ..that most likely is being sold as in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX.. seems to me again like the PERFECT STorm. 

Dear Customer Services, I would like to ask you for your kind support in validating if my experience it's being replicated to floridians under Loans from Flagstar with a large population that have might be least aware or exposed to this type of business practices ; XXXX XXXX XXXXXXXX, XXXX  and perhaps less experienced. 
During the last 20 Days I have received at least two mails on the weekly basis. Last letter I have received with this Warning " Second and Last Notice- Please Provide insurance information '' : my address. De How many less experienced Floridians ( and Us Citizens ) can really understand this hundreds of emails. I have been a customer of Flagstar and never had any issues but maybe something has changed? 

Please confirm the reception of this email and let me know if you will be performing at least an investigation. If more information is needed please let me know so I can provide more evidence. Please let me know if additional steps from my end is necessary like sharing this case to the media so they can also do their own investigation as well to our congress representatives in Florida.

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