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Business Profile

Financial Services

Flagstar Bank

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

  • Customer Complaint:
    The complaints shown in this report reflect all complaints processed with the HQ location.

Complaints

This profile includes complaints for Flagstar Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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Flagstar Bank has 100 locations, listed below.

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    Customer Complaints Summary

    • 441 total complaints in the last 3 years.
    • 134 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/27/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The mortgage company that purchased my mortgage miscalculated the city/county taxes in 2021. I just refinanced and my payment went form $2950 in 2020 to $2650 in 2021 with a prior company. Flagstar purchased the company and did not put away for city/county taxes as they were all paid in the transaction. This was followed by a call from me as I quickly surmised this was the case. My mortgage dropped to $2244. I was prepared and saved the money myself for taxes. I allowed them to make up the shortage, however, in the form of an increased to mortgage to $3086. This was making up approximately $5600. Taxes went up but only by $1684.97 (insurance increased by $1047). The mortgage SHOULD have decreased by the $2868 difference of the prior mortgage shortage and the recent tax/insurance increase (the two amounts divided by 12). My mortgage went down $3. I called multiple times and the explanation was the difference in taxes/insurance. The numbers do not add up. I believe that I am being charged hidden fees.

    • Initial Complaint

      Date:01/20/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flagstar is the shadiest bank you could sign up for after telling them multiple times I dont want any over drafts they kept allowing over drafts even after canceling my card and getting a new one I still kept getting charged with over draft fees and now they are saying I owe them over 400$ when I said multiple times I dont want over drafts I want the account closed

    • Initial Complaint

      Date:01/03/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a loan through flag star. They collected incorrect information and escrowed out $11,875 instead of $1900 . I called multiple times with no resolve. I did not get contact back. They are still holding $9,900 of my money and want 4 weeks to cancel my *********** they want a fee of ****% of the remaining balance of the loan..($1100) They are lucky my attorney isnt calling much less trying to get me to pay a fee because of their mistakes and HORRIBLE customer service.I want my escrow balance back,I want my escrow waived for with no fee,I want 5% interest on my $22,293 they withdrew for a year to date to make up for lost investment income.. Or we can handle it legally.***********************

    • Initial Complaint

      Date:12/25/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I Filled 3 Cases on my Debit Card and you NEVER REPLY TO ME NOW and you STILL NEVER REFUNDED ME. I NEVER GOT ANY IN THE MAIL ABOUT THIS and You STOLEN **** NOW and YOU NEVER REFUND ME NOW.

      Business Response

      Date: 12/26/2023

      This is a duplicate complaint. We received the original complaint on December 21, 2023. We will respond to BBB Case # ******** when the complaint review process is complete. 

      Customer Answer

      Date: 12/27/2023

      THEY STILL NEVER TOLD ME ANYTHING NOW.

      Customer Answer

      Date: 12/27/2023

      NO REPLAY NOW.

    • Initial Complaint

      Date:09/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/5/23 I called Flagstar bank to inform them that I have sold my home and I would be closing on the house on 9/6/23. I wanted to know if the tax payment had been made so I can inform the attorney if they should or should not make the payment. I was informed it was 100% not made and to have the attorney send the money to the county. I was informed an email went to the ************** to not pay any taxes on this account as the property has been sold. On 9/7 I found out that on the afternoon of 9/5/23 a payment of $945.07 went to Sussex County to pay my taxes. When i called they informed me they would need to request for it to be returned and I should have never been told it was not or would not have been paid. I called Sussex County and spoke with ****** who informed me that the payment from Flagstar would come from a broker not from the bank. I called the bank back today 9/25/23 to be told that they "called Sussex County and spoke to ****** and she is returning the refund to them". I in turn called Sussex County and spoke to ****** who informed me that she never spoke to anyone at Flagstar that they would need to file a form to get the money back and that she still has not received the payment from the broker. I WANT ME TAX MONEY RETURNED TO ME ASAP.

      Business Response

      Date: 11/06/2023

      Please refer to the attached. 

    • Initial Complaint

      Date:07/24/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Their website does not work properly most of the time which makes it hard to manage the account and when you call for support they only give excuses.

    • Initial Complaint

      Date:07/08/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Letter Escrow Analysis date 6/21/2023.My monthly payment is $2,477 is a Fixed rate 30 Year conventional mortgage. The bank sold me on this rate, and then a year later 'found' a shortage of my Escrow >$5000, which they claim will now put my mortgage payment at $3,230.12 which is >$700 dollars different. The stated Escrow amount of $362 was apparently in Error by a factor of 3? My property tax went up 15% which doesn't account for a 300% increase in my escrow payment. The bank has consecutively made errors of calculation in the most egregious manner that is fraud. This bank sold me a fraudulent mortgage amount that it has not been able to maintain under the terms that were sold at closing.

    • Initial Complaint

      Date:06/16/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Representive professionalism not professional. Lying etc. inconvenience with no resolution. Just no service.

    • Initial Complaint

      Date:03/28/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:03/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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 Answer

      Date: 03/21/2023

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

      Regards,

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

      Business Response

      Date: 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

    Flagstar Bank is NOT a BBB Accredited Business.

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