Consumer complaint received 2021-05-12 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Flagstar Bank, N.A.
State: NC

Complaint narrative:
Hello, I am having issues Flagstar Bank performing a Loan Modification on my loan following a forbearance period resulting from Covid Pandemic impacts on my income. 

I received my first trial plan dated XX/XX/2021. The modification terms did not make sense to me as the estimated new payment appeared to have included a higher principle amount which was not disclosed in Mod Doc Trial Plan. I had called about this multiple times and requested an amortization schedule of payments for the loan to include new proposed principle and interest amounts for loan mod doc which Flagstar was unable to provide and claimed this would not be provided until trial plan was complete. 

With Trial Plan timeline nearing expiration I signed and uploaded in fear of foreclosure. This Trial Plan was signed and uploaded to my Flagstar portal on XX/XX/2021 before the XX/XX/2021 timeline provided on Trial Plan. 

I called later on XX/XX/2021 around XXXX XXXX XXXX  to make first XXXX trial plan payment of {$1000.00}. While on the call with the XXXX  I was advised their system showed payment was due XX/XX/XXXX and NOT XX/XX/XXXX which was detailed in my Trial Plan sent by mail. I was then placed on brief hold for XXXX  to reach out to underwriter and later XXXX confirmed per underwriter that the trial plan I had signed and uploaded would be honored, but to make the payment in the month of XXXX to avoid confusion. 

A few days after call, I received a new trial plan agreement in the mail that was dated XX/XX/2021 which detailed a new trial plan payment of {$1000.00} with trial plan payments beginning XX/XX/XXXX which conflicted with what was told on previous call that underwriter would honor my First Trial Plan which was signed and uploaded in a timely fashion. 

I called XX/XX/2021 at XXXX XXXX XXXX  to then make first payment for XXXX detailed in 1st trial plan. While on call I was notified that trial plan would not be honored and that a mistake was made on trial plan form. 

With the conflicting messages received, I then proceeded to fill out an appeal form on 2nd trial plan and uploaded to Flagstar portal on XX/XX/2021 which was within the time constraints listed on Appeal Section in Trial Plan of Within 14 Business days of dated letter which was again XX/XX/2021. Appeal Form detailed that I would receive a written decision within 30 calendar days of Appeal. It is now XX/XX/2021 and I have still not received a decision. 

In an effort to be proactive I had called multiple times in XXXX to check on status of appeal and to ensure it was uploaded in correct place as this was detailed very vaguely on Trial Plan paperwork. I was advised that appeal process had up to 30 days. 

I called again XX/XX/2021 at XXXX XXXX XXXX and was very frustrated at this point as tomorrow would be XX/XX/XXXX and I was ready and able to make payment of {$1000.00} on signed and mutually agreed 1st Trial Plan. While on call with XXXX it rose to escalations where I was initially told there was no appeal and that my appeal would not alter the outcome and that 2nd Trial plan would ultimately be the only trial plan provided to me. 

With fear of prolonging any further without knowing what was going to happen I had agreed to the new conditions of 2nd Trial Plan, but requested that newly dated 2nd trial plan be sent out as the Sign and Return section was now out of date as XX/XX/2021 was the deadline. Escalations confirmed with underwrite and I that this would be done and that I would receive newly dated 2nd Trial plan in mail in a few days. Flagstar Escalations also mentioned on the call not to worry about XX/XX/XXXX payment as there was a 15 day grace period and that as long as my payment was sent in by XX/XX/2021 I would be current and not penalized. Days passed and no newly dated Trial Plan was received in mail. 

I called XX/XX/2021 at XXXX XXXX XXXX  to check on status and was told by Flagstar XXXX there was nothing on their end showing a trial plan sent out and that one would be sent out and to expect in mail in a few days. Again days passed and no Trial Plan received in mail. 

I had called again XX/XX/2021 at XXXX XXXX XXXX  to find out where Trial Plan was at as now I was nearing XX/XX/XXXX payment deadline for 2nd trial plan. XXXX advised again that nothing was shown as sent out and that they could send it out again. I had mentioned XX/XX/XXXX deadline and that I needed the Trial Plan right away. I was then advised by XXXX to sign and uploaded outdated 2nd trial agreement plan and that this was okay even if past the sign and return timeline listed on form. I asked XXXX to verify this as I was already getting conflicting messages from Flagstar. Same XXXX called me back at XX/XX/2021 at XXXX XXXX XXXX  after confirming with supervisor that this would be acceptable. While on that call I made my first payment for XXXX trial plan of {$1000.00} and received confirmation number. 

About an hour later at XXXX XXXX XXXX  I received a call from Flagstar about missed payments and reiterated that I had just paid an provided the confirmation number to Flagstar representative. 

It is also important to note that during this process I never talked to the same XXXX twice, and when I tried to leave messages for my Assigned XXXX I had never received a call back. This has been a very frustrating process with a severe lack of clear and concise communication with unclear documents and ill-advised information.

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