Consumer complaint received 2024-05-10 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: GA

Complaint narrative:
We have sold and bought multiple properties and always choose not to use escrow. This house is our primary residence and lender bought our mortgage after first year and we do not have an escrow account in the original agreement and neither was one set up when they purchased our mortgage. We purchased this home 2024 as new construction and the county and city bill twice a year here so the first cycle of bills we paid were on land then taxes are recalculated in their systems and updated bills to catch up to the house being there. When someone send us a bill, we pay it on time. Please you can review our personal history- we have no missed payments on any property. 

We went it to pay our county taxes in person on XX/XX/2024 ( on time prior to due date XX/XX/XXXX furnished buy the county to us ) and we were notified then we did not have a balance and they county said that our taxes had been paid for by the lender and we had a XXXX balance. We left the office with a printout for XXXX taxes owed and got home and called lender. 

The lender said it appears they did pay our taxes, and that we don't have an escrow but they did not know the reason it wasn't late and it was probably triggered by some internal audit or factor, or maybe they got the fall bill that had XXXX XXXX account for the house being built on the land and it appeared delinquent to them. We asked them how to pay the amount they paid to the county so we could resume our normal non-escrow payments as we are not in an escrow agreement and did not ask them to pay our bills. We never received any document from the lender notifying they made this payment or any letter saying we were delinquent. They said we could get it kicked back " out of escrow '' but we had to make our regular XXXX payment and XXXX would be a new payment as if we were in escrow with a higher amount then we could make an additional payment then we would be able to resume our regular payments. 

We also provided them all receipts of city and county payments, made on time and they did not furnish us with and escrow agreements because our account is not set up to be in escrow. When we followed this guidance we made XXXX payments online and we called to make sure that they were received properly and then they said they had proceeded to pay for a second time our county taxes that are not due for another month. We need to be able to pay the bills furnished to us again on time and operate on our original non-escrow agreement, they said to call them back give them a week to figure it out. When we have furnished them dates, proof we paid and not late, and we have talked to several people and they seem to realize We do not have an escrow for this reason, we are having payments made in advance b y this lender and are not being notified, they are unable to process or communicate what needs to happen to get back on track to rectify and its outside of our agreement and we have not been furnished with a escrow agreement, have not signed one, and are being set voiced like we are in escrow and delinquent. We have called them over and over and they keep telling is to give them more time, but when we speak with them more missteps have occurred.

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