Check Fraud With Mortgage Escrow Flagstar Bank

My mortgage with Lennar builder was sold to flagstar bank which is based in Texas I m in CA. I had an escrow for taxes. It estimated there was a surplus and refunded an amount of 4000$ with any notification or email communication via a check. I never received any check. 15 days later while checkin payment history I saw the transaction of refund in transaction history I call them. Surprisingly they don’t have a customer service email on their website just contact number. So I call them and that’s when I get to know there was a check mailed out without any tracking info I wait for that check and after a few days I receive a call from BOA customer service number that a check came in and has my name on it and a person is trying to cash it saying that I’ve authorized them to do so. I immediately informed it was a fraud and right away it should not be done so the bank official said I assure you this person will not get ur money and also please ask flagstar to cancel this. I did so with flagstar immediately and they said it will be cancelled and I will be reissued a new check this time I requested for email confirmation.

And an email came saying I should wait till Dec 1 to see get the check. I waited till Dec 4 for the check and there was no check so I call again this time they say they never reissued the check as it was cashed the same day I asked them to cancelled in my name.

Now when I as BOA branch they say that’s weird customer service does not call in this matter it’s usually the teller. I don’t know exactly where it was cashed flagstar is not helping me. They don’t have an email where I could document this in writing a get a proper reply. On the call they are just not sure why the last person say this and that they are not sure why they didn’t cancel when they were told to do so blah blah blah they seem disinterested and they immediately tried to sold my loan off to Mr cooper.

Everything seems sketchy on banks part and how all of this was handled and still no action being taken. how can I recover my funds in this case? Anybody with similar experience with flagstar?