Consumer complaint received 2023-08-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: NEW YORK COMMUNITY BANCORP INC
State: MI

Complaint narrative:
Flagstar Bank ATTN : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX . 
XXXX, MI XXXX Loan Number : XXXX Dear XXXX XXXX XXXX, This letter is being written regarding our property at XXXX XXXX XXXX. XXXX MI, XXXX. We were told to write this letter to you by one of your Loss Mitigation Managers, XXXX, ID number XXXX 
I would first and foremost like to start off by saying that we are very proud of being first time homeowners, and indeed want to keep the home that we have worked very hard to attain. Unfortunately, Flagstar is trying to make that virtually impossible. 
This all started during the COVID-19 Pandemic. We, like most homeowners, were affected by this pandemic. We lost an income due to the world and state orders of being on lock down. So, while one of us were able to work from home, one of us were not able to work during this time. At this time Flagstar Bank offered a COVID- 19 Pandemic hardship program option where we were told that we could not make payments on our mortgage and that when we were ready to get back on track to simply give them a call and we would be able to get right back on track. Well, unfortunately that is not what happened. 
What happened instead was that in XXXX of XXXX I, XXXX XXXX, reached out to Flagstar and stated that our hardship had been resolved and that both individuals at the home were both back to work and ready to make payments. From that time to the current time, we have submitted over 10 lost mitigation applications all accompanied with every document requested. However, with every application submitted and all the documents submitted there was and is always another caveat that was thrown in and when we call its always Yes, we got all the documents, but the underwriters stated that this is needed and this has been going on since XX/XX/XXXX with every application submitted. We submit what the underwrites wants and are told time and time again that all documents were not submitted. As of recently my husband, XXXX XXXX, taxes forms, bank statements and profit and loss statements from XX/XX/XXXX to XX/XX/XXXX has been requested and supplied, they then came back and stated that we had to circle all the deposits on the bank statement, we did that and now we are being told that the deposits and the expenses has to not only be circled but labeled and that the profit and loss statement has to be detailed right down to every transaction that has occurred. What I do know is that as long as the profit and loss statement is within 18 % of matching what is on the bank statement it is acceptable. Our bank statements and profit and loss statements for XXXX XXXX match 100 %. At this point it feels as if Flagstar Bank is not in the business of helping us get back on track but instead is more interested in taking our home from us. 
We have been assigned multiple single points of contacts and, each and, every time I call, they are never available. A human being from Flagstar has NEVER called me, its always the automated system telling me to call back for a very important message. 
We have also taken advantage of the only assistance that is offered in Michigan for homeowners which gave us {$25000.00} to go towards our balance and even then, Flagstar was not able to get out mortgage back on track. We had people come to our home and tape notices to our door as well as even taken pictures of our house. Now this is getting out of hand. We are only trying to get our mortgage back on track and keep our home, and we feel as if this is some form of harassment. Everyone is stating that its simple fix, but we have not found the simple fix of any of this. 
We are requesting that this situation gets rectified sooner than later so that we can avoid the mental, health, and stress related issues that this has caused as well as keep our home. This should be rectified without any further documents being requested, as all the documents has been submitted. 
This letter is also being sent certified mail to the Attorney General and the Department of Regulatory Affairs. 

Thank you for your time and consideration. 

Sincerely, XXXX & XXXX XXXX and XXXX XXXX XXXX XXXX XXXX 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