Consumer complaint received 2024-01-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: NEW YORK COMMUNITY BANCORP INC
State: MI

Complaint narrative:
Hello My name is XXXX XXXX and my complaint is as follows : First, I would like to express my disappointment and frustration in the way I have been treated by Flagstar Bank. In XXXX, my mother was in the process of purchasing a home and was encouraged by the real estate agent XXXX XXXX to apply at Flagstar Bank. In the beginning the process was moving along and then the problems began, delays, runaround as to why we couldn't close. Finally, I was just asked " how old my mother was and reminded I was on a recorded line ". I couldn't believe I was asked that question. I reminded her that she had all the documents with my mother 's DOB on them and already knew her age. I honestly don't recall a lot that was said after that as I was extremely angry. I placed a call to FAIR HOUSING and If I'm not mistaken they contacted Flagstar that same afternoon. She was able to close 2 weeks later. 

By XXXX, my mother had had a couple of health scares. We decided to refinance and my mother requested I be added to the title in the event something happened and we could avoid probate since the house was all she had. I reached out to Flagstar and no one would return my calls. I filed a complaint and then I received a response. We ended up with XXXX XXXX, who was the original mortgage manager. I explained to XXXX the situation and he sent me a quit claim deed in XX/XX/XXXX. We began the process and then the pandemic hit, everything slowed down. We went back and forth for a few months and finally got a clear to close. I viewed the documents in the portal on XX/XX/XXXX, on XX/XX/XXXX, I received an email that read : We finally got approval and I'm preparing your loan for closing. " I noticed that you're on title with XXXX, which means you need to receive a copy of the initial closing disclosure as well. I can set up a portal for separate disclosure to be received, but I need the last 4 of your ssn. As soon as I get this, I will complete the disclosure. The next email I receive a few hours later is to set a closing date and time, which was Friday, XX/XX/XXXX. I thought nothing more of it and didn't receive a follow up call or text. The closing took place and I was assured by the closing agent and XXXX XXXX that everything was fine. 

My mother passed in XX/XX/XXXX. I refinanced my mortgage from XXXXXXXX XXXX to Flagstar Bank with XXXX XXXX, in XX/XX/XXXX. In XXXX of XXXX, the XXXX agent called to see if my mother would like to add items to bundle her insurance. I explained about my mother but I was on title so we could just transfer the insurance. To my surprise I found out from the agent that I hadn't been added at all. I called XXXX and he pretended not to know what I was talking about and told me to call customer service to see what they would require from me. I called him back and he sent me a copy of the loan title policy with my name on it. I sent a copy to XXXX and was told that didn't really mean anything. I reached out to XXXX again and he indicated there was nothing he could do and that I should contact the title company. This is the title company the bank or XXXX chose, not us. What a nightmare that was and XXXX XXXX from XXXX XXXX XXXX was extremely disrespectful. XXXX XXXX, proceeded to tell me that my mother would have needed to sign the quitclaim deed and since she was dead there was nothing they would do. I called XXXX back to tell him that I didn't appreciate the way I was spoken to and that he should call on my behalf. XXXX indicated I should call the owner, which I did. She did not return my call but XXXX XXXX XXXX did and she repeatedly reminded me my mother was dead. She emailed a portion of the documents we had signed during closing that absolved the title and title policy company from any wrongdoing and to further let me know that it appears I was never put in title at the time of refinance and sent me a link to probate. 
I have reached out to Flagstar Bank and was told in XXXX of XXXX, I needed to do a SII ( Successor in Interest ) form which I did. I was told I would be able to assume the mortgage. I was told that a case was opened XX/XX/XXXX and closed XX/XX/XXXX, I was declined. I didn't receive anything that indicated as to why. I called on XX/XX/XXXX and spoke with XXXX, she indicated that they had the deed with my name on and I requested she send it to me. What was actually sent to me turned out to be a " Certified true copy of the mortgage '' not a Deed as the email stated. On XX/XX/XXXX, I received an email from XXXX XXXX in the XXXX XXXX. Finally, I thought someone had finally figured this out. I emailed XXXX XXXX back and explained I was going on vacation and since it was a lot to read and many documents to gather would it be okay if I did everything over the XXXX break and send it back. I was able to speak with her and I even asked if they were going to turn me down again. I sent everything back and was declined again. When I received the rejection letter, I put in a service request to speak with XXXX XXXX and find out why. On XX/XX/XXXX, we spoke and here are the reasons I was given even though my credit score was XXXX and I had $ $ in the bank and could pay off all the bills indicated from my credit report : Debt to ratio income Lease started in XX/XX/XXXX, although I had explained I never had a lease with my daughter No checks/money order as proof my daughter is paying the mortgage at my house, which I repeat I refinanced with Flagstar in XXXX XXXX. 
Not showing on my taxes as rental property ( Not showing on my taxes that I'm paying the mortgage on this property either, but no one is concerned ) Can reapply when income increases. 

I reapplied in XX/XX/XXXX ; certain I would be approved as my income had increased. Since I had so many issues I went back and reviewed my emails and found an email from the bank sent to me on XX/XX/XXXX, at XXXX XXXX. I assumed this was the disclosure that I was supposed to acknowledge only ( 3 ) hours before we closed. This assumption team started out so nice, and then it all went downhill. I'm astonished at how Flagstar employees can respond to your questions. I had to give this group explanations that the other assumption team didn't ask for. Everything I gave wasn't what they wanted. When I asked why I was sent a document claiming to be a " Deed '' as it clearly wasn't and asked what happened to my name going on the title here is the response I received " I don't understand what is you are asking here. We do not do deed changes for personal requirements. If at any time the owner of the property makes changes, that is their responsibility, not the bank or mortgage holder. Please provide to us the recorded deed showing you are the owner of record property. Again, I've been directed to go to Probate.

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