Consumer complaint received 2024-03-28 00:00:00
Product: Mortgage — FHA 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:
My fiance injured himself at work and we had a reduction of income. I proactively reached out to Flagstar Bank to inquire on payment assistance and was told my account must go into default to explore payment options. I did just that and was offered a partial claim option contingent on making my next 3 monthly payments on time- which I did and have continued to do since XX/XX/XXXX. I received partial claim documents to sign to close the case in XX/XX/XXXX and the amount on the documents were wrong. I called in to question this amount on multiple occasions with each loss mitigation rep/supervisor giving me a different explanation and action I needed to take, which I did and nothing was done on Flagstars side. Therefore, I have continued almost weekly calls attempting to escalate or attempt some type of resolution to validate the actual amount of the partial claim to ensure I am signing important documents with the accurate amount listed. I have since spoken with 2 supervisors ( XXXX & XXXX ) in loss mitigation and 2 escalation specialists ( XXXX - ID : XXXX and XXXX - ID : XXXX ) and was told I would receive papers at my door within XXXX business days with the corrected amount and they would both call me within 24 hours to confirm. Both which did not honor their commitments and I still have not received any new paperwork to sign. Therefore as a consumer, I have been trying to close this partial claim since XX/XX/XXXX ( if not sooner when my monthly payments resumed in XX/XX/XXXX ) with no steps forward whatsoever by Flagstar bank. As a result, I have continued to receive past due collections mail and telephone calls due to the 'delinquency ' that does not exist because i have an active loss mitigation application open and have made the payments as outlined for my partial claim consistently. This has been an absolutely absurd experience from a customer experience when I initially proactively reached out before any type of delinquency occurred to seek help and try to do the right thing by letting my mortgage company know I was going through a temporary rough time and needed help for a short period of time. I have taken every step I have been requested to do as the customer and have made each monthly payment as instructed with XXXX taking no action to move my account towards resolution. I have also been instructed on recorded lines to not make March 2024 monthly payment as their process is to calculate into the final closure of the partial claim and if I made the payment it would mess up the paperwork final numbers I had to sign. I am writing this complaint on XXXX XXXX and I still have not received the paperwork after being told by XXXX in XXXX it would be sent in XXXX business days, and XXXX within XXXX hours. Now this is going to impact my credit AGAIN when i have done everything right since the start and I continue to get punished as the customer for Flagstars incompetent knowledge of their own processes, missed customer commitments and lack of urgency to resolve customers concerns

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