Consumer complaint received 2022-08-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Flagstar Bank, N.A.
State: CA

Complaint narrative:
Hi, I was treated unfairly by my current mortgage servicing company, actually I believe they failed me, and I have proofs. 
I would like to start by saying that since my forbearance started, caused by COVID pandemic, they have called me at least 3 times per month, to ask me if I was resuming payment, or if I wanted to sell the house, and they were human being talking to me, not robocalls.. 
But the " ONLY '' time they had to call me, they did not do it! Let me explain : On XX/XX/2021, I received a letter letting me know that I was approved for a loan modification. 
Terms and payments were helpful, I called them immediately to establish payments, since they were not accepting regular checks ( who knows why, since my other mortgage did accept them ), so I decided to go ahead and schedule payments over the phone. I even got confirmation #. 
My mistake was that I gave them my newest Credit Union account #, and since I opened it, I had changed the type of checking account, so I guess the last 2 numbers are very important ( so now I have learned at really high cost ). 
I was sure everything was fine, until it didn't .. ( back in the days the USPS was really navigating bad waters, and it was even in the local news in XXXX XXXX XXXX that mail wasn't getting to people on time, but I guess Flagstar Bank were not watching the US news, so they relied on a piece of paper sent via USPS to inform me that my payment did not go thru! I was in disbelieve when I called sometimes in XXXX, to make my 3rd payment, but instead I was informed that actually none of my 2 payments did not go thru. 
Now, You will not believe how I felt! I do not think I had any blood going thru my veins for a few seconds.. 
Seconds after I woke up from that new news, I became LIVID, ( and I hope you can understand my point of view from my side : I was certain my payments were going thru, I wasn't checking my bank statement, as I don't ck them daily, but I did not know I had to! ).. Those representative did not care, they do not understand the human side, and were not trying to fix it.. and help me... 
They had no answer for me when I said that I never got a phone call, they just responded that they " sent me a letter '', and when I let them know that mail wasn't getting on time, they did not care. 
Now let me ask you a simple question : WHAT WOULD HAVE BEEN MY BENEFIT IN NOT PAYING???? 
I NEVER missed a mortgage payment in 24 years I had mortgages! 
Still, no humanity there.. 
Anyways, they would not help me fix the problem, but it wouldn't have been even the worst of it, in fact, I have more proofs they wanted me to fail : and that was when they told me that I could apply for a LOSS MITIGATION REVIEW. So I did.. and in the meantime the representative told me to make small payments via Cashier Checks, since my money wasn't accepted no longer.. 
AHAHA.. let me laugh, because the XXXX of the employees of FLAGSTAR BANK has no end! 
They failed me again, how? 
In order to be considered for a new loan modification thru Loss Mitigation, I NEEDED TO STOP SENDING MONEY!!! 
Instead, they ADVISED me to send in payments.. 
OMG! Blessed is the XXXX of some people.. 
Dear CFPB, I lost track of the phone calls I made to them, and that I received, the hundreds of people I explained my situation to, the fake supervisors I must have spoken to, the transfers, the dropped calls.. 
Lastly I was explained that their investor wasn't accepting my application. 
I asked who was the investor, and I was told it was XXXX XXXX. 
You wouldn't believe it, but on XX/XX/XXXX, at XXXXXXXX XXXX XXXX XXXX  ) I called XXXX XXXX, I spoke to a gentlemen, who told me that was going to escalate my situation. I quickly got a call from a new person, and let me know that my case was going to be looked into. And believe or not, today, XX/XX/XXXX, I received a letter with a new Loan Modification Offer, the problem is that is not really a good offer, and the reason being is that interest rate went up!! 
But why when I got XXXX XXXX involved, my case moved in quickly, and when I contacted the only people I knew to contact, they FAILED ME??? 
Let me tell you why I am writing to you : Because FLAGSTAR BANK has FAILED me, HUMILIATED me, and NOT RESOLVED MY CASE IN A HUMANLY TIMELY MANNER! 
I need help, I need to know who can research my case, and make a human decision, because I know, behind a " bank '' there is a heart, based on all that happened to me.. 
I never recorded my phone calls with FLAGSTAR, but they claim they do, can someone please help me????? 
Thank you! 
XXXX XXXX

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