Consumer complaint received 2025-01-22 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: NEW YORK COMMUNITY BANCORP INC
State: NC

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint against XXXX XXXX for what I believe to be unfair and deceptive practices that have caused significant harm to my financial stability and creditworthiness. The actions detailed below occurred during and after my bankruptcy proceedings, which have since been discharged. 

Key Issues : Disabled Autopay Without Notice : Upon filing for bankruptcy, XXXX XXXX unilaterally disabled the autopay feature on my HELOC account without providing any prior notification. This disruption made it impossible for me to maintain timely payments through my established method.

Refusal to Accept Payments : XXXX XXXX ceased accepting any form of payment other than checks, including those made via electronic transfer or debit. Multiple checks I submitted for payment were returned without being processed, despite the availability of sufficient funds. Additionally, I called on multiple occasions to make payments over the phone, which XXXX XXXX refused to process. Even today, I attempted to pay off the loan in full, but their system could not locate my account. I was informed that my account is quarantined in a separate system only accessible by their bankruptcy team, which has consistently failed to answer calls or return voicemails over the years. 

Payments Sent to Attorneys : At one point, I was instructed to send checks directly to XXXX attorney, further complicating the payment process. This practice added unnecessary confusion and delays. 

Harm to Credit Report : XXXX refusal to process payments has resulted in reported late or missed payments, even though I made every reasonable effort to meet my financial obligations. These inaccurate reports have negatively impacted my credit score and hindered my ability to secure a cash-out refinance on my home.

Unreasonable Fees : XXXX XXXX has charged {$500.00} in attorney fees without clear justification, adding to the financial burden caused by their practices. 

Poor Customer Service and Lack of Transparency : Attempts to resolve these issues with XXXX XXXX have been met with poor customer service and inadequate explanations for their actions. My payment history with XXXX XXXX and all other accounts is flawless, demonstrating my commitment to financial responsibility. My attorney has also commented on the difficulty of working with this institution.

Impact : The actions of XXXX XXXX have caused significant harm to my ability to manage my finances effectively. 

The inaccurate reporting of my payment history has created barriers to refinancing my home and consolidating my debts. 

The stress and financial burden resulting from these practices have negatively impacted my personal and professional life. 

Request for Resolution : I respectfully request the following actions : An immediate correction to my payment history, including the removal of any late or missed payments caused by XXXX XXXX refusal to process payments.

A formal acknowledgment and explanation of why payments were refused and autopay was disabled.

A commitment from XXXX XXXX to implement corrective measures to prevent similar occurrences for other customers. 

Supporting Documentation : I have enclosed the following supporting documents : Copies of returned checks. 

Bank statements showing funds were available for payments. 

Communication logs detailing interactions with XXXX XXXX 

My bankruptcy discharge papers. 

Filing Agencies : This complaint is being submitted to the following consumer protection agencies : Consumer Financial Protection Bureau ( CFPB ) North Carolina Attorney Generals Office XXXX XXXX XXXX XXXX XXXX XXXX Thank you for your attention to this matter. I trust that the appropriate measures will be taken to investigate these concerns and hold XXXX XXXX accountable for their actions. Please feel free to contact me if further information or documentation is needed. 

Sincerely,

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