Consumer complaint received 2022-10-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Flagstar Bank, N.A.
State: FL

Complaint narrative:
To Consumer finance, I want to make a formal complaint regarding my mortgage with Flagstar. In the attachments all the documentation for the trials, all of the payments they have told me about, and in the email is all of the calls noted. 

XX/XX/XXXX, XXXXXXXX  -The first time I called and started the process with them. 
XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXXXXXX  -Flagstar called me XX/XX/XXXX During the period of XXXX and XXXX I insisted calling regarding my first trial plan because they had said they never received it, I kept insisting that I did send it. The day I went to mail the trial XXXX  was too busy and did not get a tracking number, I went back to XXXX and they explained to me that Flagstar created the number and they were able to see the tracking number, I called them and told me they were unable to see anything in the system because it was not working. I insisted so much that in one of my calls I talked to my contact point ( XXXX ) she went step by step with me over the system and saw that the noted document of the first trial on the 3rd did indeed arrive on XX/XX/XXXX, but the person that received it did not upload it to the system. They later said they would send the document again but what they sent me was a new trial with a higher interest. I made the process when the interests were low and they keep sending me the trial with high interest and every time I called no one was able to explain anything. At this point, I pointed out that we should not be penalized for a mistake that had happened on their end. When the new Trial was sent to me I was alarmed and frustrated that the interest rate for my mortgage and monthly payments were much higher then the original agreement that was signed, notarized, sent and received prior to the expiration date of the contract. Since then, I have been call regularly to Flagstar to resolve this issue. 

XX/XX/XXXX, XXXXXXXX  -I asked to spoke with my point of contact ( XXXX ). She called me back at XXXXXXXX, I inquired why the new trial plan was different from the original trial ( higher interest rate and higher monthly payments ) and they explain that if I payed the shortage of {$650.00} it would decrease and that is what I did. AT this point I was assured that they would be sending new trial plan contract with the agreement that they would honor the original trial contract as the fault did not lie with me. 

XX/XX/XXXX -I spoke with XXXX XX/XX/XXXXXXXX XXXXXXXX  XX/XX/XXXXh, XXXXXXXX  XX/XX/XXXX, XXXXXXXX  -I spoke to XXXX XX/XX/XXXX, XXXXXXXX  XX/XX/XXXX, XXXXXXXX   XX/XX/XXXX, XXXX -I received a call from Flagstar about my payment and I asked to speak with a Supervisor, I was at the hospital that day so I was unable to take the data of the person I spoke to, she told me she was going to send an email to ask to open the case of the first trial of {$1300.00} and that she would call me for any updates. I also asked if I should sign the new trial of {$150.00} and she told me not to until I received an answer and now I have a trial of {$1800.00}. 

Since then I have been calling my point of contact to get further updates regarding my mortgage. Below is the list of my call logs in my attempt to get further information from XXXX : XX/XX/XXXX, XXXXXXXX, requested call back from XXXX XXXX with no response XX/XX/XXXX, requested call back from XXXX XXXX with no response XX/XX/XXXX, XXXX, requested call back from XXXX, with no response XX/XX/XXXX, requested call back from XXXX, with no response XX/XX/XXXX, XXXX, requested call back from XXXX, with no response XX/XX/XXXX, I was finally able to get XXXX at XXXX -I spoke to XXXX and asked her the information about my conversation of the XX/XX/XXXX and told me she would call me when she had the information. 

XX/XX/XXXX,, requested call back from XXXX, with no response XX/XX/XXXX, -Still waiting to be called., requested call back from XXXX, with no response I have been call trying to get answers and at this point I desperately need help. All I want is for them to honor the original trial rates of {$1300.00} monthly mortgage payments at 3 % interest rates. I did everything they told me to do and they have not held up their end of this. I am a single mother of 3 and find it difficult to provide the life that my children deserve due to this. This experience should have been a freeing one but all it has brought on is extra stress and frustration. 

I really appreciate your time and I hope that you can help me come to a resolution on this. Please feel free to contact me via phone with any further questions at XXXX. 


Regards, 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