Consumer complaint received 2024-05-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NEW YORK COMMUNITY BANCORP INC
State: IL

Complaint narrative:
I visited Flagstar Bank ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX ) on Tuesday XX/XX/XXXX after receiving XXXX  and XXXX from the State of XXXX for my XXXX  earlier that day. My XXXX has XXXX and I explained to the branch manager, XXXX XXXX, that I needed access to her funds that week to transfer her from a temporary rehab facility to a long-term memory care facility. On that date, I provided all of the requested documents and personal information. XXXX called me on Wednesday at XXXX pm to tell me I would have access to the account the next morning and I made a XXXX a.m. appointment with her to sign the signature cards and pick up a certified check to pay the memory care facility. The next morning, XXXX did not show up for our XXXX am appointment, but instead called me at XXXX while I was waiting in the bank lobby stating she was not able to grant me access to the account because the Bank 's legal department needed the XXXX document since my XXXX XXXX accounts were titled in name of her XXXX. I questioned why she didn't know this earlier and also why the bank didn't already have a copy of the XXXX document which would have allowed them to establish the accounts in the name of a XXXX, but she did not have an answer. Later that day, on Thursday XX/XX/XXXX, I met with XXXX at the bank and gave her a signed copy of the XXXX documents naming me as the successor XXXX. She was extremely rude to me, speaking sarcastically and even viscously. I called XXXX on Friday XX/XX/XXXX for an update, explaining that I needed to leave town ( I live in the XXXX area ) but she said only that " Legal was still looking at it ''. XXXX is on vacation this week and my calls to the assistant branch manager each day this week have yielded the same response. As of today, Friday XX/XX/XXXX, I have heard nothing from Flagstar Bank on my ability to be added to my XXXX XXXX accounts. The memory care facility graciously agreed to intake my XXXX  on Friday XX/XX/XXXX with the stipulation that they be paid this week. On XX/XX/XXXX, the XXXX care facility staff drove my aunt to the bank to try to get a certified check so that the facility could be paid, but my XXXX was denied- she no longer has access to her own accounts, and neither do I. I therefore had to borrow money and overnight a check to pay the XXXX care facility. 
Flagstar 's Bank actions have caused my XXXX and I a great deal of stress, financial distress, and aggravation in an already stressful time. I have timely provided the bank with all of the necessary and requested documents and information. The bank should be sanctioned for the branch manager 's behavior, their lack of communication with me and my XXXX, and the length of time they are taking to handle this simple account management issue. We surely can't be the first to be in this situation. 
I also question the bank 's policy of setting up a XXXX-titled account without requesting a copy of the customer 's XXXX documents. The branch manager told me that the bank doesn't require those documents, and just " takes the customer 's word for it '' that a XXXX does exist. If that's true, but then takes weeks to disburse funds from the Trust-titled accounts, then this is a shameful and even legally actionable practice.

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