Consumer complaint received 2019-05-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Flagstar Bank, N.A.
State: FL

Complaint narrative:
This is my 3rd complaint against my mortgage company. We were hit in the Florida Panhandle by Hurricane Michael in XX/XX/2018. We have a fence and a roof. Nothing more! Here we are with a portable storage unit in our front yard, awaiting a roll off dumpster and a contractor who was ready to start work on our interior. We are quickly approaching hurricane season, are trying to move out of our home that we have worked so hard for with our kids and looking for places to live which is near impossible. We were low balled by our insurance company and done just as most did. We hired a public adjuster with the agreement they receive 10 % of whatever they get us extra. Now we are being told that we have to pay out of our pocket for the public adjuster instead of the mortgage company issuing a check to them for payment. Had it not been for them we would have never been able to fully fix the home. So our mortgage company gained another XXXX so that we could make all of the repairs .... only because we hired the public adjuster but they arent willing to pay the invoice sent in from the public adjuster. This is XXXX ... we have been in direct contact with a " Supervisor " XXXX and she has tried to help. We simply do not have over XXXX to pay out of pocket given our circumstances. If we have to pay for the additonal money that our adjuster got for us then shouldnt we have the money and not the mortgage company? It seems the only aid we have gotten is quoted protocols. These people arent in our shoes and we are beginning to get very frustrated for a lack of better words. The amount of money they will issue at a time won't even cover the cost of the supplies needed to start the job and the materials have skyrocketed due to the demands. Also while we fight day in and day out with this mortgage company while trying to maintain our jobs and be parents to kids in school, where is the interest going that they are collecting on our insurance money that we are having to literally beg for. We have been told its going into escrow and have asked for something showing that but yet still nothing. We need help here! These mortgage companies are putting us in even greater danger by not getting the ball rolling to have repairs made before another hurricane comes along. This is our lives we are talking about and we have sacrificed enough. Everyone is passing the buck and its time someone takes charge. I dont want a simple extension of a supervisor at this point. I want to be contacted by the higher ups of those said supervisors. We are very disappointed in the way things have been handled since this company bought our mortgage shortly after the hurricane. Disgust is what I feel for them at this point and that is putting it nicely. I wouldnt dare recommend FLAGSTAR BANK TO A SINGLR SOUL! STEER CLEAR OF THESE PEOPLE BECAUSE YOUR BEST INTEREST ISN'T WHAT THEY ARE LOOKING OUT FOR!

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