Consumer complaint received 2024-02-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: NEW YORK COMMUNITY BANCORP INC
State: NC

Complaint narrative:
I wanted to report an issue on my mortgage from Flagstar Bank and ask that you investigate the issue. I feel this predicament could have been easily resolved had Flagstar of been willing to engage in a conversation or was willing to hear their customer out on the situation. 
In XXXX of XXXX my mortgage was sold to Flagstar bank from XXXXXXXX XXXX. I was unaware of this at the time. My payments were set up on auto draft with a prior mortgage company and payments were made in XXXX and XXXX, taken out of my bank by Flagstar. 
This selling of my mortgage and taking my payments off auto draft caused my payments to become delinquent. Payments were not made in XXXX and XXXX because I did not know they were no longer on auto-draft. 
They contacted me by phone on XX/XX/XXXX and I immediately made a payment. I made second payment on the XXXX and then made my normal payment on the XXXX of XXXX. This required me to come up with almost {$7800.00} in a three-week period at significant financial strain. I requested the bank waive the late charge of {$100.00} and they said they would send it for approval. To date, I have not received any follow up on the late charge waiver requested. 
I later learned my credit report had been impacted and after calling several times to request that this be corrected. The customer service representatives were not willing nor able to help me and told me the only way to fix the problem was to ask for a change on my credit report by writing a letter to the bank asking to have my credit report corrected. Since this was the direct result of the mortgage company taking my payments off auto-debit without communication. 
There is no one to talk to or discuss this issue, a customer is required to send a letter through the XXXX Postal service to a po box with no name. They will not take phone calls or emails. Approximately four weeks later ( Letter is dated XX/XX/XXXX, I did not receive until XX/XX/XXXX ) I received a letter saying they would not correct the credit report with the explanation that XXXX payment was made on XX/XX/XXXX & all credit information was reported accurately In response, I reached out to the customer service team again and they said they called me several times in XXXX when I let them know I had no voicemails from them they said they do not leave XXXX asked how was I supposed to know there was a problem if you do not leave messages? 
They then said they emailed me. I went back through my email and found XXXX emails in my spam folder an email from XXXXXXXX This email went to spam so I did not see them but if I did I most likely would have deleted since the email was from XXXXXXXX They also said they sent a letter through the US Postal service which I did not receive ; relying on the US postal service is problematic in any situation but in my particular case, I live in an condo building where mail is regularly not put in the right box ( as XXXX of us share XXXX mail room ). 
I was shocked that a company that has just purchased my mortgage and had not been able to get in touch with me would not correct the credit report and refund my late fees. I do understand that technically I was late, however as soon as they reached me I immediately corrected the payments and reset up my account on auto debit. During XXXX and XXXX I was traveling extensively and had set my payments on auto draft to avoid this type of situation. 
On XX/XX/XXXX, I sent a second letter again asking the bank to reconsider their decision and refund my late charges and correct my credit report. To date, I have not heard anything from Flagstar Mortgage on my second letter. After allowing three weeks for a response, I am now reaching out to you for your consideration and assistance. 
My past credit history is excellent ; never missing a payment of any type. This incident has caused me harm lowering my credit score drastically and causing financial hardship. It is hard to believe I am the only customer that has been impacted by this acquisition. 

I look forward to hearing back from you and appreciate you looking into this matter in advance. 
Sincerely XXXX XXXX

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