ComplaintsforFlagstar Bank

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Representive professionalism not professional. Lying etc. inconvenience with no resolution. Just no service.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business has told me while I was under hardship, they would not ding my credit or accumulate late fees, while I was getting assistance through the state they did both of those things. They also was not paying my homeowners insurance because I pay escrow and my insurance was dropped. They were contacted. They stated that they did not know or see where my money was that I was paying into escrow to pay for my insurance I received a letter that my home did not have insurance, and that they were putting insurance on my account and raising my payments.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 30 my wife made a payment for $252for a loan. The payment was for 252 when my wife made the payment online she entered $252, only 250 was payed in era because of that 2 dollar discrepancy and with out our account showing late or receiving any notice they reposted the payment late and my score dropped by 130 points and we have **** paying this loan for 3 year without a problem this is predatory practices that her small family

  Business response

  03/16/2023

  Thank you for the opportunity to review your inquiry. However, there is not enough information listed to review the loan in question. Please provide the name or loan number on the account for review. Please be advised a review into the inquiry can only began if the complaint provided is submitted by the loan owner or authorized user on record. 

  Customer response

  03/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***********************************

  Customer response

  03/21/2023

  Hi the loan number is ******************* and the name on loan is ****************************************;
  
  Regards,
  
  ***********************************

  Business response

  03/24/2023

  After a review of our records, we identify *********************************** as a customer with ******************* of *****.
  The complaint references credit card #xxxx xxxx xxxx **** credit card. ******************* of ***** underwrites, issues and services credit cards for ******** Community Bank, a division of Flagstar Bank. You may want to redirect this complaint to ******************* of *****.
  
  ******************* of *****
  *******************************************************************
  Attention: Office of the President

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to open a account, in person at a local branch, i had talked with a representative behind a desk, inquiring to open up the account, i was told what kind of account i would like to open up, they asked for my information such as 2 forms of Id such as drivers and if you have other bank information. Then they proceeded to run my information through the chex system, the representative speaks to a supervisor and finds out that information in the system is showing a bank that i currently have a account with had reported me in the past over a old account that had closed in 2018 in which i owed money after closing that account. I had paid it off only in 2020 what ever i owed, the problem is i paid it off. i owe nothing and my information is still reported to the system. I had contacted multiple times to the chex system company, they were unable to remove it from the system unless the bank you owed money too removes it. I then contacted the bank that reported me to remove me from the reporting credit system because only they are able to. but no one was able to assist me, they gave me the run around to talk to chex, i did, they said the bank who reported you has to remove you. back and fourth talking. then this bank that i'm trying to open the account with, deny me because of that reason, so i call and go back the next day to try again, they tell me that time, that i didn't need my second form of Id, which they wanted in the first place and it had to be active. which it wasn't still the second time i went. Neither other bank was able to remove me or chex system from their system. so i was denied to open account 2 times. I contacted their higher *** and said its their policy, as long as i'm in the system they deny me, I **** know whats so special about this bank then all the other banks i been to, to open an account with. I ran my info through the same system with other banks, they were able to approve me to open an account since i din;t owe money and was reported to the system that was paid in full already. it was corrected, thus no other reason to hold me back and not approve me.

  Business response

  02/24/2023

  Please see the attached response. Thank you

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flagstar Bank purchased my loan from my previous loan vender in May 2022. It was set to continue on bi-weekly auto draft through the transfer. One payment came out and I got a letter in the mail saying the account the payment was trying to pull from was closed. It has not been closed. I called and spoke to a manager who told me she has never seen this before and that it was their mistake. I made the additional payments to be able to set up bi-weekly auto draft again because you have to be paid a month ahead. Again this happened and each time I call no one can resolve my issue. I continually get told that I have to be paid a month ahead to set up bi-weekly. To say I understand that is an understatement. I am now on the phone waiting for the manager to look into things. The customer portal is horrible. You will not see on your dashboard what you still owe for a month. It will only show fully paid when the month has been paid completely.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have now had to call into Flagstar bank for my mortgage for 3 months now. There have been multiple issues with their *** system taking money out of my bank accounts leading to late payments, unanswered questions, and frustration within my household. On July 11, 2022 I called into Flagstar because I noticed that my autopay was turned off even though I did not turn off my autopay. This has historically been scheduled to draft out on the 14th of each month but since the month before the *** never drafted the amounts, I wanted to double check for the month of July. After talking with an agent at FlagStar they confirmed that my autopay had been disabled and I agreed to pay the mortgage payment online as a onetime payment for the month of July 2022. Today is July 14, 2022 and their *** system decided to collect an additional mortgage payment even though I was told and confirmed that this autopay was turned off. From one of my accounts, it has taken $1,057.00 and the other account was declined due to the fact that the money had already been moved to pay the mortgage 3 days prior. After calling in today, all they could provide me was a paper form that I have to fill out and mail or e-mail (securely) back to them to get my money back that was improperly drafted from my bank account today without consent from my side. Other than that, they failed to find a resolution with the *** system and couldnt supply me with any reasoning or any empathy as to what is going on with my mortgage.This is not the first issue nor the first time something like this has happened with my mortgage account at Flagstar Bank. I am now having to hold back on paying other bills because of their mistake in their system and their lack of ability to problem solve. Lastly, they were unable to confirm nor deny the fact that my account won't face suspension due to the returned funds from the *** withdrawal from 7/14/2022 - even though that was not a consented payment.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a mortgage with Flagstar Bank and fell upon a hardship when Covid happened. My monthly payment was $1365. In June 2021, Flagstar granted a modification to start on August 1, 2021 with 3 mthly pymts of $1506.23 and putting the balance to the back of the loan. All 3 pymts were made on time and paperwork completed and sent back to Flagstar and was received on Dec 15, 2021. December 1, 2021, was the first regular payment of $1498.85 in which I have made ever since. My loan should reflect all of that and be caught up to date. However, it is July 2022 almost a year and my loan still reflects a delinquent status. Flagstar keeps calling and harassing me, I can't make my own payments online, everytime I call to make payments Im getting harassed about a hardship (Im no longer in), they keep sending me foreclosure mailings, letters about a forbearance plan that is ending and I keep getting calls from various people wanting to purchase my house because Flagstar has not updated the system to show that Im not in foreclosure status (which is public records). When I call to speak to someone I always get the I see that you are correct and I see your payments and Im going to escalate this and give you a call back within a week. I never received those phone calls from them in which I do have names. This ultimately makes it hard for me to refinance because the mortgage companies want to see an updated mortgage statement which I can not provide because it still shows I owe a large amount of money. I have been getting the run around for about a year. PLEASE HELP.Names of Flagstar employees/supervisors and ID numbers ****** B62 ****** 852 **** FE3 ***** TV5 Nadia *** Ultimately, I want my loan to reflect current so that I may refinance and get from up under them. Any negative credit reporting I want corrected and I want records updated with the courthouse and backdated. If they owe me any monies I want to receive it.

  Customer response

  08/04/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]I am still awaiting resolution to this matter.  I am wanting Flagstar to adjust the interest rate effective August 1, 2021, file the proper work with the real property files, erase any negative credit reporting and send me paperwork showing all corrections.
  
  Regards,
  
  *************************************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Flagstar bank adjusted our escrow contribution in April 2021 by $189 less per month. They estimated our property taxes at an incorrect amount. In April of 2022 they ran a new escrow analysis and realized they were negative $2000+. Now they want us to pay them more to pay for taxes moving forward. Which is acceptable. But they also want us to pay them $180 extra a month for 12 months to pay for the negative balance due to their error. Our mortgage would increase by roughly $325 per month. From $1625 to $1950. We have spoken multiple times with them over the phone to try and resolve the issue. Their only resolution was to spread the payback amount over 24 months instead of 12 months. They state that flagstar made no error at all in this whole ordeal. My escrow account went into the negative after their first payment in November 2021. Well below the minimum required balance of 2 months worth of escrow payments. They asked us what happened to the money we received from our escrow disbursement in 2021 and that we could use that to pay for this discrepancy. It went to other debts and it's also not their business what we spend our money on if they say it's our money. Flagstar said we should've contacted them in 2021 if we thought their escrow analysis was incorrect. I did not know back then what I know now about property taxes and escrow accounts and flagstars analysis. I shouldn't have to double check their work when it's their job to accurately assess what's needed to pay taxes.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unprofessionalism, won't honor the agreement

  Business response

  04/28/2022

  Thank you for the opportunity to address your concern. Unfortunately, the complaint does not include enough information for us to research your complaint. Please provide a detailed description of your issue so we may begin a thorough research and provide you a resolution. Thank you in advance. 

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my house in 2010. I have never been late on a pymt. My loan was bought by Flagstar. Covid 19 hit. I got on a forbearance due to Covid-19. After my forbearance they informed me that my situation wasnt from Covid-19 & told me that I had to fill out the loss mitigation application or come up w/ the total missed pymts in a lump sum. I filled out the paperwork. They lowered my monthly pymts by ***** & added 11 & 1/2 years on to my mtg. I declined there offer. They said that I had to come up w/ 10k! I got a company to help me lower my past due balance by ********. Flagstar would never fill out the agencies forms so she had to close my case because we could never get ahold of the right **** on the phone. We tried calling & emailing them from Oct 21 to March 22. So I missed out on that agency helping me. Flagstar never gave me any other options but to pay 10k to bring my loan current because I denied there loss mitigation that they came up with. They also charged me a late fee & reported it to the credit bureau. because they say my situation doesnt qualify under the Covid-19. I ask to talk to a ***************** put me on hold, get transferred, put on hold, get hung up on. I have to call to make a pymt because my acct is restricted & I cant make online pymts or use the 24/7 auto pymt phone line. I called on Friday the customer service lady wouldnt let me make my pymt because it wasnt due till the 1st. Well the 1st was a ************** was closed! I explained that to the ********** got rude & hung up on me. Then yall was closed Sat, *********** So Tuesday I made my pymt w/ a customer service rep. **** I finished making my pymt I asked to speak to a supervisor. She said no & hung up. How am I suppose to come up w/ 10k or I lose my home? That Ive had for over 10 years & never missed a pymt except for being on a forbearance due to Covid-19! How is this even right? Flagstar wont even work w/ me & put my pymts at the end of my note like Ive asked for them to do.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩