Consumer complaint received 2024-10-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: NEW YORK COMMUNITY BANCORP INC
State: FL

Complaint narrative:
I was approved for a flex plan loan modification on XXXX XXXX, 2024. I have the letter to prove it. I spoke to a rep from the Loss mitigation department by the name of XXXX, on XXXX XXXX. She confirmed that in her system I was showing as being approved for a flex modification where starting XX/XX/XXXX I would need to pay {$1000.00} from XXXX through XXXX. I was told I would have the entire month to pay that amount. As long as I met the terms of the agreement, my account would then be evaluated again in XXXX to see if I can continue to pay {$1000.00} moving forward. I was told that because this plan was approved for me the Foreclosure process had been suspended. Then about a week of speaking to this representative I got a letter in the mail dating XXXX XXXX that my loss mitigation file has been closed because I did not comply with the terms of the loss mitigation option. As you can imagine I was taken aback by this information when a week ago I was told otherwise and we are not in XXXX yet for me not to be in compliance with the new loan modification I was given. I called on XXXX XXXX I spoke with XXXX who was not able to tell me why was the plan cancelled from XXXX day to the next. He could not give me a straight answer. I was then transferred to XXXX, her rep credentials are XXXX. XXXX also could not explain why the plan was cancelled. She confirmed seeing the approval in the system, the notes from XXXX, but could also see that it was denied. She was not able to explain why in less than a day the case was denied after being approved. XXXX said she would escalate the matter to be further investigation because she also found it odd. She also made a comment about how low the new payments would be and seemed a bit surprised that I was even approved to begin with for that plan. XXXX said that I would get a call by Friday from the escalation department to explain to me what happened and where my plan currently stands. No one called me. Then on XXXX XXXX I received notice that my loan was being transferred on XXXX XXXX, to a new mortgage provided called XXXX XXXX. I called Flagstar again on XXXX XXXX to follow up on my previous call with XXXX, and was told by the rep, they see that XXXX did escalate the matter but there were no notes as to what the outcome of that investigation was. The rep also informed me that the ticket was closed out and thought maybe it was a computer error. The rep said she was going to resubmit everything and that I should call back next week. I believe Flagstar is trying to cover up the fact they never wanted my loan modification to be approved and are now simply trying to buy themselves time until XXXX XXXX when my account gets moved over and they no longer have to answer to me. It does not make any sense how my plan was approved but then denied due to me not being in compliance when the plan had not even started yet. I am suspicious they are committing fraud and I want this to be investigated immediately. I need your help! I do not want to lose my house. Thank you.

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