Consumer complaint received 2024-02-11 00:00:00
Product: Mortgage — FHA 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: OH

Complaint narrative:
My mom died in late XXXX of XXXX. Her funeral was postponed until mid XXXX of XXXX. We didn't have the money initially to bury/cremate her because the XXXX XXXX XXXX policy that she purchased would not pay out until they reveived the death certificate, payoff statement and Corporate Resolution. The latter XXXX documents were required because my mom established the policy to first pay off her home and then any remaining dollars would come to me to handle other family affairs and other end of life matters. Per XXXX XXXX XXXX, this process takes up to XXXX weeks. When I requested the Corporate Resolution from Flagstar Bank, the mortgage company, everyone that I spoke to stated that they have never heard of a Corporate Resolution and it was not needed because XXXX only had to wire the insurance payout to Flagstar per the instructions listed on the Release/Payoff statement provided by Flagstar.

Via certified mail, I sent the Payoff statement with a note to XXXX asking them to review this and to contact Flagstar for more information on how to quickly resolve this. XXXX 's response to me was to send a corporate resolution and only then would they issue the insurance payout. 
Finding no comfort or resolve, I got XXXX and Flagstar on the phone together so that each representative could communicate. Unfortunately, no progress was made. 
I made sure to speak with a representative each week to check on the status of my cases/contracts/policies. Everyone seemed so unwilling or unprepared to escalate my issue. I talked to multiple reps ; up to XXXX per call with Flagstar. EXHAUSTING! I continued to communicate by phone email and mail to let the companies know that there is mony to pay the house off in full if they would cooperate with each other. Neither of them budged. No XXXX called me back after promising to! 

It's XXXX of the following year and my mom 's home is in foreclosure. Flagstar locked my moms and my things away from me. I have been maintaining this home since her death. Ipaid every bill as well as my own. 
My family took care of the lawn; shoveled the snows, removed the trash. ALL OF IT! 
I notified XXXX that the home is in foreclosure and only NOW have they agreed to wave the corporate resolution and pay Flagstar. 
Eventually, I had to get some lawyers on this case because FlagstarXXXX XXXX XXXX XXXX XXXX have filed a suit against me to take moms home my -childhood home. This process has been draining and filled with disappointment. It has made the grieving process much worse, financially, emotionally and physically. 

It's XXXX now and I am in legal with Flagstar. I can not believe this is happening. I was simply trying to do right by my mother and her hard work and this is what happens. I want this issue resolved and this home to stay in my family. These companies need to fix their systems and start working for the consumers. 
This foreclosure should have never started!

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