Wow they take horrible customer service to a whole new level. I am speechless. I just got off the phone with a the CSR as I am a new customer whos loan got transferred by my previous lender to this horrible bank. I had it all set with my bank for auto pay and now this new bank can't even find my records, they don't even have my account set up yet. The CSR was so rude I am NOT looking forward to dealing with this bank but I am powerless because my loan got sold without my approval and this sort of thing happens all the time with mortgage lenders they can sell it to whomever they want and they do not need to consult with you. FLAGSTAR BANK Please train your people to at least be cordial and pleasant on the phone jeeez is not rocket science. read more

Don't use this lender !!! My loan was transferred to them by equally inept previous lender Better - it should be call Worst instead. My loan was transferred in March 1st. I called them right away to make sure my escrow account had been cancelled as previously arranged with Better Mortgage, I was on the phone for about an hour and was informed that everything transfer and not to worry about it. When I checked online the issue never resolved and I have been dealing with them ever since. When I called I get an email a few days latter indicating the the issue has been resolved only to find out later that nothing was done! I spoke with a supervisor whom refused to give me his full name and now help either. Today I was told that the issue hasn't been resolved and that after receiving the email, I was expected to call them to find out what was the resolution. I was informed today that I have to submit a new escrow waiver, really? why was I not sent the form upon the case being "resolved"? I'm so frustrated and angry by their incompetence. So, do yourself a favor do not even consider them, they were not my choice lender!!! PS. I picked one star because they answered the phone. read more

WORST BANK EVER They took over my mortgage canceled our auto draft payments. Then claimed that we had to pay them two months in advance for them to reinstate the auto draft. Even though we have never missed a payment nor had any issues when our mortgage was sold prior to this time. Their customer service is horrid. They are liars and cheats. If you have the choice I recommend day you stay far far away from this bank read more

Refinancing my mortgage with these people was a horrible mistake. Do not use this bank. I started my refinance in March, and closed in July. These people are so unorganized. Marcella Carr and Zachary Ryan were the worst. They had to be trying to be this bad. Completely ignored phone calls and emails. Horrendous customer service. Go somewhere else. Do not use this bank. read more

Deceitful management at FlagStar Bank, horrendous customer support and they don't even know how to keep a ledger balanced. Avoid this bank at all costs or you will regret it. When they purchased my mortgage the paperwork was screwed up (which they admitted to me in writing as being their fault) and they ended up sending me to collections despite the fact that I have paid in full each month, and have provided the receipts to prove it. Not only that, for one of the payments they double charged me and they couldn't send the extra money back. Dozens of hours on the phone later, and having to take two full days of leave from work I am no closer to a resolution. When you call these people on they phone they pay excellent lip service to you, and even give a case number, but when you call back they deny ever receiving a call. When they promise to send the case to an internal investigator to get to the bottom of it, they fail to follow through and tell you that no progress has been made. Again they promise to do something about it, and again they sit on their thumbs and ignore the case. Now I am forced to make extra full payments on my mortgage above what they are owed just to satisfy them and keep a roof over my head while this process trudges on for what will likely be years at the rate they are going. I'm a nurse and work in a nursing home that was hit hard by COVID-19 and the time I have had to spend on this only increases the burden on my my fellow nurses. I do not believe in coincidences. who knows how many other people they are doing this to? Don't take the chance that it will happen to you too. read more

please, if you have any choice in the world do not use this bank. Staff are working from home you can hear babies crying, dogs barking and the pans in the kitchen. Staff are so unprepared they are unable to answer any questions whatsoever. This bank has messed up my mortgage for two years. I finally had to hire an attorney to make them do what they needed to do. Anyone who rates this over a zero must be employed by this company. The employees know the company is crooked and yet tell you they don't care. Whatever you need to do for a check. Please, don't use this bank under any circumstances. read more

My home mortgage was handed off to these customer service fools at Flagstar Bank. How they stay in business, I'll never know. No email alert when the mortgage payment is received I can deal with, but a security hack of Flagstar files, then to alert lenders two months later, is unacceptable. Flagstar sent me notice of a free credit monitoring service by Kroll, a company which apparently has the same incompetent workers as Flagstar. A 20-30 minute phone hold to correct a problem with their web site is common. My only recourse is to pay off my mortgage as soon as possible, which I plan on. read more

Terrible policies and procedures for hurricane claims. Will hold your money as long as possible and come up with new loopholes to try to jump through to get your money. If you don't call them everyday nothing will get done properly. read more

Tell me how Flagstar bank can send me an escrow overage check for $1462.71, then tell me I'm short $2592.04, how does this even add up? Because of their incompetence my payment is now $820. THIS IS UNACCEPTABLE! 2 years in a row they screw up. I am retired on S.S. and have 3 grandchildren to support. My payment goes from $611 to $820. Forcing people into foreclosure because of THEIR INCOMPETENCE IS UNACCEPTABLE BUSINESS PRACTICES! I also found out I am not their only victim of your INCOMPETENCE! read more

Worst banking experience ever. They are amateurs, their digital banking is stuck in the 90s, nothing is automated, you have to call in or walk in to resolve very minor issues that shouldn't even be issues in the first place. I have been waiting over 20 days to get my ATM card only to find out today they never even ordered one. You cannot transfer money out of your account to any other account that you don't own. Because of THESE RIDICULOUS and PATHETIC asinine policies I was not able to pay my rent on time for the first time EVER. I am closing my account effective tomorrow and taking my personal and business banking elsewhere. read more

Absolutely terrible we are trying to get our mortgage through them. We started 2 months before we were supposed to close and they still were missed the closing date. We now have to pay 400$ every day we don't close and we are up 6,600$. The underwriter that we had has to be the most incompetent person I have ever dealt with. They kept asking us for the same conditions multiple times. We finally went over there head and had a manager assign us new underwriter. read more

This company is a joke... Terrible customer service and I can't wait to get away from them. It is WORTH IT to refinance just to get away from these people... STAY AWAY read more

Flagstar paid my insurance to the wrong company by their mistake, they then paid the correct company and now my escrow has been billed twice causing both a deficit and my mortgage payments to go up. I have called them multiple times to inform them of this, I've spent a total of 2 and a half hours of phone calls and nothing has been resolved. The reoccurring theme is that their system is down, so they can't track down the wrong payment, print me a detailed list of transactions, nothing. Their system has been down for since November 1st apparently, a complaint has now be filled with the CFPB. Avoid this company if you can. read more

Flagstar Bank recently purchased my refinanced mortgage and they arbitrarily imposed a new requirement to have my homeowners insurance paid through escrow. I objected and have submitted a waiver request but truly do not like doing business in such an arbitrary and one sided manner. I dislike doing business with them so much that I will sell stock from my brokerage account to gather enough funds to pay off my mortgage. I find the company to be disreputable. read more

I received a letter stating that I needed to submit proof of my insurance. I did that. I kept get more letters after that so I called to figure out what the problem was and they told me it was a different insurance document than what the letters described. I got that from my HOA and uploaded it. They still charged me $600+ for not having insurance. I've now spent 15+ hours working on this and have called 7+ times trying to get it corrected. I've had three people over the last four months tell me "just wait a few weeks and the charge will be taken off" and it is still there. I would give negative stars if I could. read more

On my initial review, Tony of Loan Servicing first accused me of the payment error, then refused to give me any manager's names, his last name or his supervisor's last name, since this supervisor named Joe was the one that will not admit fault and blamed me for their error. So I did what I said, contact the executives. I left a brief message with the Pres. of their mortgage division briefly stating what happened with their service dept. Received a call the following Monday from the Sr. VP of Loan Servicing apologizing for such rude behavior and promised he would personally take care of the problem immediately. I also contacted the BBB, and received a letter from Flagstar apologizing and reversing any fees. Yes, the result is satisfactory and I appreciate the executives stepping up and taking action so quickly. But supervisor Joe who refused to help and Tony who wasted my time, ( not to mention the executives' times ) is still inexcusable. Somewhere along the way, the system failed. Based on how much of my time they unnecessarily wasted, I cannot give more than a 2 star. I used to manage a bank, and needless to say, no one in my branch would ever speak to a customer in that manner. read more

My Mortgage Loan got transferred from Cardinal Financial to Flagstar Bank. Wow what a difference. Flagstar is so unorganized I can't even make a payment on my house. Customer service is beyond rude, and they could care less. One of the worst experiences I have ever had. I am now kind of freaked out because they are dealing with my mortgage loan. read more

Unbelievably rude. They talk over you constantly. So much that I had to say, "It's my turn to talk". That did not work, so I said, "OKAY, I'M TALKING NOW". All that, and in the end, they refused to help me with my issue. I see why this horrible bank is rated just one star. I've been treated much better by foreign scammers. I will be canceling my accounts with them at the very first opportunity. read more

Our insurance company (AAA) had to put our name and Flagstar bank our insurance check. Recent fires has left us with a considerable amount of smoke and ash cleanup! We had to send them the check.. We have never heard back from them???!!! This is more than a month now! In the meantime we are breathing the ash and other toxic materials that were left behind for the fires. I can't afford to pay for the clean up out of pocket. So we just breathe the stuff.. Probably need to hire an attorney and sue them for damages to our lungs and other organs! I have been fighting cancer and I am sure this will just aggravate the issues. I have been looking for numbers to call.. now that I am on hold with Flagstar insurance of 2 hours plus.. About the animated message they play ever couple of minutes..? They have respect? I don't think so! I am so not impressed with this horrible company! read more

Terrible... continue to charge me PMI even though mortgage is way past the 80%... Its a joke. STAY FAR AWAY FROM THESE CROOKS!

Better than some of the other lenders I've used. But customer support is pretty horrendous

The absolute worst bank to deal with. They bought my mortgage off of the company I got the mortgage from. They've since botched every aspect of it. They've failed to pay my homeowners insurance that's paid out of escrow - despite multiple phone calls to them. This should be illegal that banks can just sell off your mortgage and now you have to deal with some new joker. UPDATE - they've now overpaid my taxes to my city. It took me a month to dispute it with them. read more

Unfortunately they service my mortgage and their customer service folks are the most incompetent set of people I have ever encountered. I tried to set up bi-weekly payments and they made that process not only impossibly difficult but the process is a complete joke. A case was opened and yet they just could not get it setup over a period of 4 months. They kept applying the payments to the principal and apologizing for their mistake. Customer service is courteous but their payment IT system is trash and they just don't care about their customer's time. read more

They shouldn't be able to use the word bank in there name. This kinda of bank is destructive. They took nearly a year to reset my mortgage. They held in a hold account 6 or 7 months my payments I decided to start making while Flagstar screwed around attempting to reset my mortgage. They first mislabeled my loan a an FHA. That was kiked back from underwriting because that was wrong! Months went by. Non of those payments where applied at the time I made them. So imagine my interest on my loan was ticking at the higher principal since none of those payments where applied. In the end my mortgage actually increased by a whopping $300 a month for one year to catch up on my escrow which I have in writing was to be rolled into the my new mortgage/ reset. That was just another lie. They said it was a mistake. Lmao They make a lot of mistakes for being a Bank. Unfortunately for a lot of people. read more

If I could rate a -100 I would. I had requested a forbearance and was going through the process. I would receive form letters from Jane Doe, yet when I called I would be told that they had no idea who she is. Then I would give them my loan number and be told that they could not find it in their system! Next, I get a phone call from my niece, who lives in another state, telling me that my house is in foreclosure. They notified her, my nephew, and my ex-husband, and the house is in my name. I never received any information until I called their attorney, who sent the notices. What a scam! Now I'm in debt for attorney fees because I had to file bankruptcy. Flagstar purchased my friend's loan but would not accept payments from her for 3 months because they "didn't have all of the documents ". Stay away from them! read more

This banks mortgage department is a dumpster fire if there ever was one. We started a refinance application 5 months ago and still don't have a closing date set. We are on our third loan processor. I have tried to get a manager on the phone but they don't answer and they haven't returned voicemails. If they weren't waiving part of the refinance cost we would have went somewhere else months ago and at this point probably will. Incompetent doesn't come close to describing the level of service they provide. Avoid thus bank like the plague! read more

Routine 45-minute holds. Outdated servicing department with dinosaur clunky payoff systems and mind-numbing 45-second prompts before any options can be chosen. A huge bank like that can certainly invest some money into technology. A gigantic waste of time every time I deal with them. read more

Almost EVERY customer service rep is ghetto as heck. A couple of them were very nice and professional, but most have been a mess. They cut you off, argue with you for no reason (LOL) it's like an SNL skit every time you call these people. WHY DID MY LOAN GET SOLD TO THIS COMPANY ARGGHHH!!! read more

Absolutely horrible mortgage company. My identity was compromised last Spring because of a security breach of their servers. Their online interface for making mortgage payments is cumbersome and not well organized. When I was in the process of refinancing my loan with them with another company I was hit with a $30 fee when the new company requested a loan payoff balance. Absolutely ridiculous. I am so glad that I completed the refinance last week and kicked Flagstar to the curb. read more

I have an existing mortgage with this Company and trying to finish a refinance, I have had nightmare more pleasant than this process. I completely understand and I am sensitive to the fact this is a weird and crazy time. However, it isn't an excuse to treat your customers poorly. Here is my experience: The start of the process was super quick. I received my appraisal back and was getting ready for my final approval and closing within 45 days. Then the processors were sending the title work to the title companies incorrect emails address and it was sent back 3 times. I called the title company and was able to resolve the issue. Get the information to the title company and they finish the process within 3 days. I am guessing this upset the bank, they don't enjoy speed. The longer they could keep my paying the higher interest rate they are putting more money in there pockets, I am worth more at a 5% Interest rate at 30 years than I am at 2.6 at 15 years. **Also the loan processor told me if the rate goes down, they will give me a free buy down to the better rate. I locked in at 2.625 over the 120 days, I could for no extra points get to 2.250 but yeah, they couldn't make the math work. Interesting!!! More about the math below: So from day 45-120 the process stops. I pay 3 additional mortgage payments. Then get an update, the process is almost done! But they miscalculated some money due to Escrow and I need to come up with over $4,000 because of an error on there part and closing is in 12 hours...... The nightmare continues. Apparently, they are doing the math on paper and have not heard of Excel, calculators or any sort of device that can computer simple calculations to get more accurate expense projections. this was only a $4k error no biggie... The let me know this and then all of a sudden, also we have to push closing back again.. Long story short, if you want to have a mortgage with this company do yourself a favor. the first estimate they give you, go ahead and plan for the process to take 3-5 months and calculate it is going to cost you thousands more dollars than what they tell you initially. Typical bait and switch technique. read more

Can't believe how bad this bank is!! total idiots. I wish upper management wasn't hiding their emails so I could let them know directly! Didn't get My debit card until 12/12/18 then deposited a pay check AS I ALWAYS HAVE and now they put a hold on my paycheck. As soon as i can get my money its coming out and going to another bank! I still cant order what i need to for Christmas. Stupid time of the year to try to acquire another bank. FIRST FIRE YOUR DATABASE IDIOTS! THEN GET RID OF THE IDIOTS AT THE TOP AND GET SOMEONE IN THERE THAT DOESN'T WANT TO LOSE CUSTOMERS! read more

Our current loan was sold to this company. We never had any contact with them until I tried to refinance with them. The loan processor was rude, unhelpful, and didn't know how to do his job very well (he told me I didn't qualify for a VA Loan even though I already have a VA Loan and am a vet). The good thing is, I actually got a lower rate through a company that zillow uses. Thank you Zillow, Flagstar is horrible! read more

I have my insurance in escrow so that I don't have to worry about it getting paid. Well, don't count on Flagstar to handle it. They never bothered to renew my insurance then sent me a letter after it expired saying that I need to get insurance. I immediately got new insurance as soon as I got the letter, but now they say they want me to get insurance in the past for the period of time that I did not even know that they never renewed my insurance. So not only did they fail to renew my insurance, they have the audacity to charge me a hefty premium to purchase insurance at their discretion for the past. Avoid this lender at all costs. read more

Sorry if you end up with them for your mortgage. Archaic bureaucracy that is built for you to fail, with far reaching consequences to your financial well-being and stability. I wish i could put -5 read more

FLAGSTAR IS THE ABSOLUTE WORST MOST TRASH BANK EVER!!!!!!!! Customer service line is a bunch of classless ghetto snobs with attitudes! They lack zero knowledge or empathy! Absolutely disgusted with Flagstar Bank I banked with chase for 10 years never once had an issue with money being deposited into my account. This is the THIRD time my money has had issues depositing into my account in under one year, and this time, ITS JUST NOT THERE. My employer confirmed with her bank that at 3:27 on THURSDAY the money was taken from her account and deposited to mine(it's Tuesday) Flagstar says that I need to get the trace number from her bank as proof of transfer. Her bank says that with direct deposits they don't get assigned trace numbers, but again she confirms with them everything went through. Flagstar literally just said we can reverse ONE of your $36 fees. Because it's her banks error not theirs And that's it. THERE IS NO HELP OR SOLUTION OR RESOLUTION TO MY CHECK! Here I sit with hundreds of dollars out of my account as all my bills I scheduled start debiting out. No resolution, no solution, no money. And my employer can't do anything to get it back to her account. HOW IS THIS OKAY WITH NO JUSTIFICATION! DO NOT EVER SWITCH TO Flagstar Bank and yes I will be reporting this incident to the Better Business Bureau read more

Our mortgage servicing was just transferred to Flagstar. Our prior lender did an escrow analysis in December and Flagstar decided to do another in March, increasing our payment twice in less than 6 months. I would not use Flagstar Bank for a new mortgage if they were the last bank on the planet. read more

They just bought my loan. I had already started a refinance with the original owner of my loan a few weeks before. Their fees are nuts. I just got hit for $60.00 for them to send a payoff amount to my refinance company. Looking at their fees list if I was to continue with them is outrageous. read more

We asked to cancel our escrow with Flagstar The representative lied to us and told us we had to pay state of Texas cancellation fee But when I told her that I don't believe her she admitted the fee goes to Flagstar No other mortgage company charges a fee % of principal to cancel escrow There is no way in the world we should be penalized to cancel the escrow account -- stay away Ron Resnick read more

I wish I could give them zero stars. This is the most incompetent, frustrating loan company I've ever had to deal with. I have called, emailed and messaged them on several occasions about my issue with the wrong escrow payment. They tell me how they'll take care of the balance within 5 business days and not to worry. I send them all the documentation needed to rectify the issue. 5 business days, turns to 10 business days, then 2 weeks. Finally, after a month goes by, a payment was sent to the township, but of course, it's the wrong amount. I call them, they say they'll look into it and pay the remainder... again, I sent the documentation for them to leverage. Again, a month goes by and the payment hasn't been made. Again, I call them to see what the issue is. They respond by stating that they see the "ticket" in the system, but no one has taken action on this. TL/DR.. customer service is awful, they do not return emails, they give contradictive dates, they leave you hanging with zero transparency, they screw up simple requests, they don't follow through and there is absolutely no empathy for the customer's concerns. read more

It seems nearly impossible to reach the correct person over the phone with Flagstar Bank. They have very poor customer service as well as telephone service. It was easier for me to get to them via the old fashioned US mail. read more