Flagstar Bank

Reviews

• MW

  Michael Wurster

  Dec 10, 2021
  5.0
  Opening account was easy and employees were great
• KW

  Kathi Waters

  Mar 18, 2021
  1.0
  I cannot in good faith recommend Flagstar Bank. We started conducting business with them four years ago when seeking a Home Equity loan. At the time of opening the HELOC we were told there was an annual $50 fee to keep the account active—no problem. We made our regular monthly payments faithfully and when possible we paid our loan off in full while still paying the annual fee “just in case” we needed to draw against the loan. The Chelsea branch is very convenient to us and the employees there have been very helpful and friendly. On the other hand, the HELOC department—while friendly enough on the phone—has been nothing but a headache. The first two years we paid our annual $50 fee at the branch, but for some reason the third year the branch requested that we pay the HELOC department directly. In order to expedite the payment, I called the HELOC department and made the payment by phone; I clearly stated what it was for, and nevertheless it was not only applied to my monthly payment, but then the amount was taken off my regular monthly payment (the monthly transfer was adjusted without my agreement). After noticing this on my next statement, I called again and made the same request the next month, explaining that I wanted the monthly transfer to be the same amount we had always been paying and that my call was specifically and separately to pay the $50 annual fee. In spite of this they once again applied it to our monthly payment. I had to call a third time before my payment was correctly applied, and each time I expressed concern that there would be a problem with the payment being late since it had been due when I first called and was not correctly applied until several months later. I was assured that the lateness was not a problem . Flash forward to this year—our loan has been paid off in full for several months and after careful consideration we decided to close it. The annual fee was due March 10th. My husband went into the branch on March 8th but there was a problem with the printer so the teller kindly offered to email us the letter we were required to sign in order to close the loan. I received the letter the next day and was shocked to see that there was a $30 fax/email fee as well as the $50 annual fee. I contacted the teller and patiently explained that it was not our fault they needed to email the letter, and we were closing the account before the annual fee was due. Since we had tried to sign the letter in person, and the purpose of the annual fee was to keep the account active for the upcoming year, we should not incur either of these charges. The teller was promptly able to cancel the fax/email fee but needed to reach out to the HELOC department regarding the $50 annual fee. Apparently their first response was to point out that the fee had been assessed in late February; they paid no regard to when it was actually due. I acknowledged when the fee had been assessed and patiently pointed out that we were closing the account before it was due. I find it incredibly ironic that last year, between going in to the branch specifically to pay it, and then calling for 3 consecutive months at a minimum of 30 minutes each call, I spent at least 2 hours trying to pay that blasted fee and when it was Flagstar’s fault that he payment wasn’t processed I was told not to worry about the payment being late. Now that they are at risk of losing our business we are being held responsible for making the payment before it was due! To now be told we have to pay this fee before we can close the account is ridiculous, all the more so given the difficulty I had (and the patience I showed) in trying to be a responsible customer and pay it in a timely fashion last year. Flagstar is showing no appreciation for the fact that we have been loyal customers for years. This is disrespectful; it certainly discourages any future business with them and I will continue to advise others against working with them as well.
• TD

  Tina DeBacker

  May 16, 2018
  5.0
  Best Bank ever! The staff is amazing and will help you with anything you need. Sherri at this Branch makes me want to be a Flagstar Customer!
• LL

  Lisa

  May 1, 2017
  5.0
  What a friendly and helpful branch! Bonnie Szuma made a home equity loan painless!

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