Consumer complaint received 2025-01-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: NEW YORK COMMUNITY BANCORP INC
State: TX

Complaint narrative:
XX/XX/XXXX : Home and vehicle damage caused by a severe storm XX/XX/XXXX : FEMA declared disaster area ( XXXX XXXX ) XXXX : Due to out of pocket expenses caused by damages, I had to use all my available finances on repairs which cause difficulty paying mortgage. I filed for FEMA assistance. 
In XX/XX/XXXX, Flagstar places a notification on my account that if I live in a declared disaster area, I qualify for their 90-day Disaster Relief Program - that includes no late payment credit reporting through XX/XX/XXXX. I called Flagstar and opted-in to the program. And they told me to submit a hardship application online when I am ready to see what I will qualify for in regards to any past due payments ( forbearance, modification, etc ) On XX/XX/XXXX, I submit a hardship application online for XXXX and XXXX payments that I was not able to make. Flagstars application process is supposed to be 30 days. 
In mid XXXX, I called Flagstar to ask about my hardship application. Flagstar told me that they were still processing it, and to give them more time. 
On XX/XX/XXXX, I called Flagstar again requesting a status on my hardship application. They inform me that they haven't processed it at all, and since it had been longer than 30 days, I'd have to submit another application. Flagstar also informs me that it's possible my late payments could reflect on my credit report, in XXXX, if I do not get approved in time, which an approval would extend my credit protection, or I'd have to make those payments by the end of XXXX. 
On XX/XX/XXXX, I submit another hardship application via fax. I was not able to submit another application online because the other one is still pending to this very day. 
On XX/XX/XXXX, I called Flagstar to request an application status. I was told that they're working on it, but the application would not be approved by XXXX. I've worked very hard on my credit report, and it was very important to me that my credit remains in good standing. I finally had a XXXX credit score after years of working on it. I got desperate, and I reached out to family members to loan me the XXXX past due payments. They did, and I brought my mortgage current by XX/XX/XXXX. 
On XX/XX/XXXX, I get the approval letter in the mail, but the wording was vague to me and their math didn't make sense. They were offering {$180.00} off my monthly mortgage payment but didn't say for how long, or if they were deferring any months to the end of my loan, and the credit reporting verbiage wasn't clear. For example, they would phrase sentences with " possibly '' and " could ''. I called Flagstar right away with questions. I spoke to several people in Loss Mitigation, and they all told me something different regarding credit reporting, the duration of the monthly modification, and deferments. For example, one representative told me that the modification was only good for 36 months, another told me it was permanent ; my credit wouldn't be reported late, another said it would ; no months of deferment, another said XXXX & XXXX would be deferred. 
On XX/XX/XXXX, I submit a hardship approval appeal stating that I was confused about the approval offer and that I was being told different information by the loss mitigation. I also informed them that a modification wasn't needed ; I only needed 2 months of payment deferment and credit protection. 
On XX/XX/XXXX, I spoke with a representative on their Escalation Team, in the Loss Mitigation Department. He informs me that I was approved for a 3 month payment trial plan starting XXXX - XXXX. He said that XXXX & XXXX would be deferred and for me not to pay those months. My monthly payment modification would lower by {$180.00} for the duration of the loan, and my first payment would be due on XX/XX/XXXX. And that my credit would be protected unless I didn't make the trail payments within the month that they are due. I thought it was perfect so based off his information, I rescind my appeal and opt-in to the offer. 
At the end of XXXX, I even called Flagstar again to double verify that my credit report was protected. The lady in Loss Mitigation told me the exact same thing as the previous guy I spoke to in the Escalation Department. If there was an inconsistency, I would have borrowed money from family again to make XXXX 's payment in order to avoid damaging my credit. 
On XX/XX/XXXX, as I am sitting next to my XXXX grandmother on XXXX saying my goodbyes, I get a credit alert that Flagstar has reported a late payment. I couldn't address it at that moment, but I calmed my nerves by thinking it's a mistake that Flagstar will fix. NOPE! 
From XX/XX/XXXX, and every day since, I have reached out to Flagstar regarding the late payment on my credit report, but all they will tell me is that they never promised to protect my credit. Flagstar will not correct it! I have even reached out to the President 's office, but they refuse to correct their mistake and basically call me a liar. I have requested more detail in writing regarding my approval offer because if the credit reporting was misinformation, then I must assume that everything else I was told is misinformation too. The approval offer is too vague, and Flagstar has only provided misinformation. I have not received details or any information on my approval offer. I have also requested a phone call from someone at Flagstar that can provide true and accurate information, but I am being ignored! I have submitted another appeal, but it is after the appeal time frame. 
From my original hardship application not being processed at all, to the multiple representatives providing misinformation, Flagstar has caused me more financial hardship and emotional stress! During XXXX, I had to borrow 2 more payments from family to cover XXXX and XXXX. And worst of all, my credit is ruined! 
I am currently still in active loss mitigation with an approval offer that's not comprehendible and no assistance whatsoever from Flagstar. Flagstar is extremely unethical.

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