Consumer complaint received 2024-06-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: NEW YORK COMMUNITY BANCORP INC
State: KY

Complaint narrative:
I am truly hoping the CFPB are not just paper pushers and actually steps in to do something about these atrocious mistakes and complacency by Flagstar Bank. I could go all the way back to their endless mistakes they made during the process of me applying for a modification, but that would take days to type. I will start at the part when I was approved for the loan modification. 

I was approved for a trial modification on XX/XX/XXXX where I had to make XXXX trial payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX or within the given month. I made all of my trial payments and have continued to make my payment every month since as they said to do that until the loan modification process was completed. 

After I made my XXXX of XXXX trial payment, Flagstar was supposed to draft up the final loan modification documents to be sent out. The company that is assisting me, with this process, XXXX, said that the average time frame for documents to be sent out is XXXX to XXXX weeks. XXXX continued to follow up with them regularly and XXXX continued to not get their job done timely. I didn't receive the final documents until around XX/XX/XXXX! 

After XXXX called Flagstar on XX/XX/XXXX to see why my ex-wife 's name was on the loan modification documents, they told him the loan modification was closed and cancelled out! They said that if the process takes too long, they have to close it and have me start off. Why did the process take so long? Because they screwed up and delayed the process and dropped the ball every chance that they got! XXXX did not stand for this and after a long battle, got the loan modification reopened after they spoke with XXXX on XX/XX/XXXX allowing me to return the signed documents. 

The final loan modification documents were sent back to Flagstar and they confirmed receipt as well as the tracking number showed they were delivered on XX/XX/XXXX. Remember, as I write this, today is XX/XX/XXXX! 

XXXX said that it should take no more than maximum of XXXX weeks to complete the loan modification process and to see that the lawsuit was dismissed by their attorney. It really should only take XXXX to XXXX weeks. When XXXX called on XX/XX/XXXX, Flagstar told them that they are no longer communicating with the XXXX party title company that they hired to handle the loan modification documents and I will now have to complete another set. Um, what?! That's not acceptable! 

I received the new set of loan modification documents in early XXXX of XXXX and returned the completed documents to Flagstar around XX/XX/XXXX. On XX/XX/XXXX, XXXX called Flagstar and they said I didn't sign one of the pages. They wouldn't provide a copy as proof, but instead made me complete another set of the documents. 

I received the new set of documents around XX/XX/XXXX and returned them the same day. XXXX called Flagstar on XX/XX/XXXX and they confirmed receipt of the loan modification documents, but said that they have the wrong terms listed on the documents and they have to correct them and have me complete another set!!! It's very easy to see the massive mistakes that Flagstar continues to make which is causing me to have to live in this nightmare with my house in foreclosure!

How long did it take Flagstar to send out the new set of documents? Great question. I received the updated set of loan modification documents around XX/XX/XXXX! An entire month later! I continued to comply and completed the documents and they arrived back at Flagstar on XX/XX/XXXX. Again, today is XX/XX/XXXX. 

After Flagstar confirmed receipt of the documents on XX/XX/XXXX, XXXX has continued to follow up regularly to be told that Flagstar is " working on completing the process ''. 

On XX/XX/XXXX, XXXX at Flagstar told XXXX that everything should be finalized by Friday of that week. 

On XX/XX/XXXX, XXXX spoke to XXXX at Flagstar who said they are working to complete the process and it should be completed by the end of next week. 

On XX/XX/XXXX, XXXX spoke to XXXX at Flagstar who said they are working to finalize everything and it would be a minimum of XXXX to 4 days. 

On XX/XX/XXXX, XXXX spoke to XXXX who said they had to fix the recording issue back in late XXXX and that as of the past Friday everything shows complete in their system. Yet the online system still shows I am behind and the lawsuit is still active. 

On XX/XX/XXXX, XXXX spoke with XXXX at Flagstar and he stated that the loan modification process was completed in their system the day before. Another incorrect statement. 

There are a dozen or more calls before and after this that I am not even listing as this will take forever to write. The last call XXXX had with Flagstar this week, they still have not completed everything with the loan modification process. 

I still can't make a payment online as they are showing I am still behind and the lawsuit still remains active. I don't care that Flagstar says that the foreclosure is on hold in their system. I want my life back! They are blatantly failing to do their jobs, they say they are escalating this to managers and nothing is changing!

They are causing me and my family to lose sleep every night with fear of something happening as they clearly can't do their jobs properly at Flagstar which means anything can go wrong. 

I have done my part on every occasion. I have made my payment every single month to Flagstar since the start of the trial plan. I have returned all requested loan modification documents. THEY NEED TO GET THEIR JOB DONE AND DISMISS THE LAWSUIT! It is going on over 3 months they have had the final documents and haven't completed the process. That's a HUGE problem!

I want the CFPB to not only investigate this, but to take any actions necessary to go after Flagstar for these egregious acts.

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