Consumer complaint received 2024-08-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: NEW YORK COMMUNITY BANCORP INC
State: FL

Complaint narrative:
I received the following harassing voice mail from Flagstar Bank on XX/XX/XXXX at XXXXXXXX XXXX EST. 

This is a reminder from XXXX XXXX of Flagstar Bank. Please check your account status online to ensure you have the most up to date information regarding your account. You can also use online services or our automated phone system for self service options and ease of access. Thanks for being a Flagstar customer and have a nice day. 

I received another robocall from Flagstar that I answered on XX/XX/XXXX at XXXXXXXX XXXX  EST. The recording when I answered the robocall was exactly the same as the voice mail.

This is harassment under Florida Statute Title XLVI, Chapter 784, Section 784.048 and it is causing me substantial emotional distress with no legitimate business purpose. The message is also meaningless as it does not convey any useful information. Please reference Complaint ID XXXX for another example of Flagstar Bank harassing me and causing me emotional distress.

I have made every single mortgage payment on time in accordance with the terms of the mortgage contract that I took out with a different mortgage company in XXXX. From XXXX until when Flagstar Bank bought my mortgage I was making my mortgage payments on the XXXX of the month prior to the due date as I am paid on the XXXX and the last day of the month and I pay all of my bills on the XXXX and XXXX of every month. If you will research my account you will find that I have paid extra above the minimum required payment every single month since I took out the mortgage. 

When Flagstar Bank bought my mortgage from the original mortgage company their computer system applied the payments that I made on the XXXX of the month as additional principal for the prior month instead of applying them as the payment for the following month. This resulted in Flagstar Bank sending my account to collections, even though I was making every single payment ahead of the due date and every single payment was for more than the minimum owed. it took weeks of my valuable time working with Flagstar 's collections department for Flagstar to fix their records to show the accurate data ; namely that I had made every payment ahead of schedule and that I had over paid every month. 

Now Flagstar Bank is harassing me with meaningless robocalls that give me no information and do not connect me to a human being. This is harassment and it is causing me emotional distress which is highly illegal under Florida state law. 

I refuse to spend thousands of dollars to refinance my mortgage to get away from Flagstar Bank as I did not apply for my mortgage with Flagstar Bank in the first place. Flagstar Bank bought my mortgage a couple of years after I opened it. If I refinance with another bank I will have a higher interest rate and there is no guarantee that Flagstar Bank won't buy my mortgage from that other bank, putting me right back where I am now. 

Send this complaint to your legal department and have them research this flagrant violation of Florida 's anti-harassment laws. And remove my phone number and email address from your system. The only communication that I will accept from Flagstar Bank is physical letters mailed to me at my residence. Any other communication is harassment and will be treated as such.

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