Consumer complaint received 2024-03-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: NEW YORK COMMUNITY BANCORP INC
State: WI

Complaint narrative:
XX/XX/XXXX I contacted my insurance agent to switch carriers from XXXX to XXXX XXXX. I was asked what address to provide to send the bill for the premium too. Unable to find a direct answer via Flagstars customer service line, I was directed towards the website for an Escrow setup form which has the address " Flagstar Bank - Escrow Setup Department Mail Stop XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX. '' Fast forward to XX/XX/XXXX I received a notice via Mail and E-mail stating our XXXX policy was pending cancellation for non-payment. I immediately contacted my agent and was forwarded the letter that was sent to Flagstar with the information on where the payment should be sent. The Flagstar website was down due to it being updated until XX/XX/XXXX which then I then reached out to customer service with information in hand and was transferred to the Escrow department. I stated to the agent that a payment needed to be sent immediately to reinstate the policy. I provided the representative with my insurance agents information and she reached out to them to update the policy information and where to have a payment sent to. I was emailed back by my agent after the call and was told they got in touch with the Flagstar representative and they will overnight a payment and he will let me know as soon as it is received. XX/XX/XXXX I receive an email from my agent stating XXXX has yet to receive the payment from Flagstar. XX/XX/XXXX I attempted to reach out but the Flagstar offices were closed for XXXX day. XX/XX/XXXX I reach out to Flagstar again and state everything that has happened. The agent told me there was no record of not only my call but their call out to my insurance agent and no check was ever sent out to begin with. This time we 3-way call with my insurance agent to get on the same page with everything. We stated we were switching insurance from XXXX to XXXX, the policy is pending cancellation and a payment needs to be sent immediately. The Flagstar representative asked where the policy information was sent and we repeated back the " Escrow Setup Department - Mail Stop XXXX address '' and she states she's never heard of that address before. That it needed to be sent to " Flagstar Bank XXXX XXXX XXXX XXXX  XXXX XXXX, Ohio XXXX. '' This was different than the address stated earlier that I was given on the website for a form that's still dated XXXX Flagstar at the bottom and states " Escrow Setup Request Form '' XX/XX/XXXX I receive another email from my insurance agent stating Progressive still has no received a payment that was supposed to be overnighted. XX/XX/XXXX I reach out to Flagstar again only to find out the payment was sent to XXXX insurance but with the policy number for XXXX. They put a stop payment on the check and I was told again that a payment would be overnighted to XXXX this time. XX/XX/XXXX my insurance agent reached out and said the payment was finally received that was supposed to be overnighted and it was already too late. XXXX cancelled the policy and refused to reinstate due to the lapse in payment being too long. I reach out to Flagstar XX/XX/XXXX on three separate occasions desperately trying to find a solution because I now have a lapse in insurance coverage on my record and my agent is now having a hard time finding a company to insure me. I am then referred to a different insurance agency and now switched to XXXX insurance which now costs $ XXXX more for coverage due to my liability now with the almost 3 month lapse in coverage. Flagstar has no solution for me, for causing me to now have a lapse and pay more for insurance. XX/XX/XXXX I reach out to Flagstar again looking for an update on the refund for both checks that were drawn on my account for insurance that never got cashed. I was told the miss payment to XXXX had been refunded but the refused payment from XXXX they were going to issue a stop payment on that check. XX/XX/XXXX I receive notice that the XXXX insurance premium has finally been paid and we are back in good stranding with a more expensive insurance plan. XX/XX/XXXX I receive a letter from Flagstar saying I'm now going to be charged {$440.00} for Hazard insurance to cover the lapse in coverage from XX/XX/XXXX to XX/XX/XXXX due to no ones fault but their own.

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