Consumer complaint received 2024-09-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: NEW YORK COMMUNITY BANCORP INC
State: VT

Complaint narrative:
This is in regards to a previous complaint. The hold on my account was promptly lifted after my complaint was received, but two days later I was charged an extra {$100.00} for the returned payments in XXXX and XXXX. I paid the extra fees to avoid issue, including two late fees at {$47.00} each for the months of XXXX and XXXX, but I am appalled. I would like the {$190.00} in fees returned to my bank account. Previous complaint attached for reference : I have never missed a mortgage payment before thus mixup. In XXXX I followed the online process to switch my autopay information to a new bank account, since I am no longer using the old one and it would not have sufficient funds in it. In XXXX my autopayment was withdrawn from the old bank account and returned due to insufficient funds. I called and paid ( from my current bank account ) as soon as I got the letter, still in XXXX. I was told that the switch did not go through on their end so I went through the process again. In XXXX my autopayment was again taken from the old bank account and returned due to insufficient funds. I called and paid the very next day ( from my current bank account ), still in the beginning of XXXX. I was instructed to delete the old banking information all together, which I did. In XXXX I thought everything was straightened out but my autopayment ( from my current account ) was returned due to " insufficient funds ''. I called as soon as I found out and paid ( from my current account which did not have insufficient funds ), still in the first few days of XXXX. In XXXX I, again, thought everything was finally straightened out, after double checking with my current bank to make sure that there was no reason my payment could not be processed, but Flagstar never withdrew my payment because they had put a hold on my account, preventing me from paying online or over the phone. I was told that for the next XXXX months I would have to pay with money orders or through XXXX XXXX. Since then I have been bombarded with debt collection calls, repeatedly been given misinformation, I have put in double digits worth of requests for all of my phone calls to be listened to. My case has been reviewed and denied multiple times because they saw three returned payments and stopped there rather than listening to my phone calls. I have never missed a month 's payment before XXXX. I informed them that my money is waiting to be taken but I will not, on principle, jump through hoops and pay extra fees because of multiple discrepancies on their end. Finally, today, after dozens of attempts to straighten this out, someone listened to my first two phone calls. Only the first two. They stopped there and informed me that I was given proper instruction and their program does not withdraw money from the wrong account. I asked for them to listen to the remaining calls and was denied. I asked that they not bombard me with debt collection calls and they said they couldn't do that, that maybe I should just pay my bills. As you can see I have been trying to do just that since XXXX. Please help me.

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