Flagstar Bank Home Loan Center, Eau Claire, WI

Terrible customer service, lots of mistakes, slow, can't keep their information straight. Something that especially bothered me was Flagstar’s advertised commitment to customer service, and the complete failure to provide even mediocre service. We were ignored for days, there was a complete lack of communication, and I would even go so far as to say that I experienced discrimination in the form of sexism from Flagstar representatives. I asked a question multiple times with no answer. My husband sent the same question from his email address, and a response was given within half an hour. This happened at least twice through our experience. In sharing updates with friends and family, no one could understand how Flagstar could operate this way, and all were disgusted with what we shared. We were advised to switch financial institutions long before we did, and we regret not doing so sooner. We lost two and a half months of time from choosing to work with Flagstar. The mortgage officer we worked with no longer works with Flagstar, as he supposedly realized just how flawed Flagstar’s process was and wanted to have no part in it. The number of people and levels of management something so simple had to go through was and is ridiculous. Our contractors all told us that the documentation they had to provide Flagstar (proof of time in business, recent projects, etc.) was uncommon and irritating. Our plumbing and HVAC contractor (who is also my employer) said that in all of the new construction they are involved in, they have NEVER had to provide information like this. A coworker had the same experience with Flagstar shortly after we did. RUN. AWAY.

I have had nothing but the best experience working with the associates at Flagstar. I have used their services twice in the past 4 years to buy 2 different homes. I had such a good experience the first time around that I went with them when we bought our second home. I have referred them numinous times to my friends who have had equal success and satisfaction. they even send me birthday cards!!

Absolutely horrible customer service! No one at Flagstar is able to make an independent decision. Every time I have contacted them about my home loan I have been transferred no less than FIVE times! They have separate departments for loan payment, insurance, escrow, late payments, interest. You have to have approval from them to pay more than your monthly amount, pay early, pay bi-weekly. If you want to pay less than your current amount due, you have to call them, which again takes five transfers and about 30 minutes on the phone. Terrible experience!

Terrible customer service, terrible response to my questions, horrible experience leaving it up to me to set-up autopay after they've taken my loan over from JP Morgan Chase. I shouldn't have to work so hard to make my mortgage payment.

Answer the phone dude