Consumer complaint received 2024-06-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: NEW YORK COMMUNITY BANCORP INC
State: IL

Complaint narrative:
Thursday, XX/XX/XXXX Attempted to make a payment today to a XXXX and got abruptly disconnected from her and transferred to another person to prevent a payment. Informed them I am filing this report. 

Flagstar Bank FSB letter dated XXXX FYI I have not received what was requested nor any updates or statements. Just automated calls with no update to online portal or account information. 

Paid arrears due to no response. According to our telephone conversation with them on XXXX. Its my belief this is an reputable company and should not be involved with any US Veteran Mortgage or any financial services. 


XX/XX/XXXX, XXXX FYI I have not received what was requested nor any updates or statements. Just automated calls with no update to online portal or account information. 

Paid arrears due to no response. According to our telephone conversation with them on XXXX. Its my belief this is an reputable company and should not be involved with any US Veteran Mortgage or any financial services. 

What can we do? Phone calls are limited help. By my calculations its not a {$150.00} short fall but the bank added it to financially stress us. What is the VA calculating this? Can someone please explain why? 

Thanks for your patience and understanding in this matter. Your time and effort is appreciated! 


Very Respectfully, XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX  Wed, XXXX XXXX at XXXXXXXX XXXX  XXXX : [ XXXX ] Re : XXXX update XXXX VA XXXX : XXXX From : XXXX XXXX XXXX XXXX XXXX ) To : XXXX Cc : XXXX ; XXXX Date : Wednesday, XX/XX/XXXX at XXXXXXXX XXXX  XXXX FYI Per your request. No statements or nothing in writing just automated messages. Just sent loss mitigation to my attorney with no definitive answers as to why my mortgage payments were being increased and lowered marginally when the VA ( XXXX XXXX ) was on a XXXX way call. Thanks again Thanks and looking forward to a response. 
Be XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX Begin forwarded message : On Thursday, XX/XX/XXXX, XXXX XXXX  XXXX, XXXX, XXXX XXXX wrote : Good morning, I will call you this afternoon. I hope you had a nice XXXX. 
Sincerely, XXXX XXXX Loan Technician XXXX EXT XXXX XXXX XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX - Fw : [ XXXX ] Re : XXXX update XXXX VA XXXX : XXXX about : blank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Subject : [ XXXX ] Re : XXXX update XXXX VA XXXX : XXXX Great Day! 
Hope you are having a peaceful and relaxing holiday season! 
Please see the attached letter below. Attempting to foreclose. 
They provided nothing from the XXXX I sent them and carbon copy the VA. 
No adjustment payment per the confirmation and conversation we had with them. Nor updated payment information. 
Can you contact me, when you are available? 
Thank you Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : ( XXXX ) XXXX On Monday, XX/XX/XXXX, XXXX PM, XXXX XXXX XXXX XXXX wrote : XX/XX/XXXX, XXXXXXXX XXXX XXXXXXXX XXXX  - Fw : [ XXXX ] Re : XXXX update XXXX VA XXXX : XXXX about : blank XXXX Great Day XXXX XXXX XXXX 
The tax bills are just now coming out. See attached. 
Property PIN : XXXX I need your assistance again! 
This servicer ( XXXX XXXX by Flagstar Bank. Are non-responsive and customer service could not or will not help. The extended payment plan was not offered when I called. A debt collection number was given and no one picked up the phone to discuss options, despite me paying timely. 
I applied our homeowners exemption and the tax bill seems to reflect that. I have been paying {$1700.00}. My original mortgage was around {$1100.00}. It seems they are trying hard to make me fall behind on my mortgage payments. 
Can you please help? 
Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX E-mail : XXXX On Tuesday, XX/XX/XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX wrote : Good morning, Did you already apply for an exemption with XXXX XXXX tax accessor office? Once they approve it will take effect on the next billing cycle, and they will notify the mortgage company escrow department. 
Sincerely, XXXX XXXX XX/XX/XXXX, XXXX XXXX XXXX XXXX  - Fw : [ XXXX ] Re : XXXX update XXXX VA XXXX : XXXX about : blank XXXX XXXX Department XXXX XXXX XXXX XXXX XXXX VA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Option XXXX, Ext. XXXX From : XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX, XXXX XXXX Cc : XXXX Subject : RE : [ XXXX ] Re : XXXX Re : update XXXX VA XXXX : XXXX Great Day! 
We don't see the tax bill at the XXXX XXXX office posted yet! We want to see the actual bill and we are able to apply for our homeowner exemption now. Was this taken into account Can you follow-up with these questions? 
It's truly appreciated. 
Regards, XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX On Fri, XX/XX/XXXX at XXXXXXXX XXXX XXXX, XXXX, XXXX XXXX wrote : Good afternoon, Here is the information I have received from the servicer : Hello XXXX XXXX is due to the taxes increasing from {$2200.00} to {$4400.00}. If the borrower is having a financial hardship and can not afford the payment with the shortage we can spread the shortage 24 months. The borrow Re : see attached letter I sent to XXXX From : XXXX XXXX XXXX ( XXXX ) To : XXXX Cc : XXXX Date : Thursday, XX/XX/XXXX at XXXXXXXX XXXX  XXXX XXXX XXXX! 

Acknowledged Received, thank you. Let us know when they respond and you get the documents. Please provide a copy to us. Have a most wonderful day today! 


Very Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX sent a letter XX/XX/XXXX For Most recent escrow analysis to determine if the payment amount is correct. No response as of yet again. 

XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX Thursday, XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX XXXX wrote : XXXX XXXX XXXX XXXX OFFICES OF XXXX XXXX XXXX XXXX Old XXXX XXXX XXXX XXXX XXXX, IL XXXX phone : XXXX fax : XXXX XXXX XXXX XXXX  The contents of this e-mail message and any attachments are intended solely for the addressee ( s ) named in this message. This communication is intended to be and to remain confidential and may be subject to applicable attorney/client and/or work product privileges. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and its attachments. Do not deliver, distribute or copy this message and/or any attachments, and if you are not the intended recipient, do not disclose the contents or take any action in reliance upon the information contained in this communication or any attachments.

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