Date Received: 2020-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020 I reached out to M & T Bank regarding any help or payment options they could offer due to the fact my income was significantly impacted due to the COVID-19 pandemic. In an email I submitted from M & Ts message center on their online site, on XX/XX/2020, I made it very clear that I did not want any product or offering that would be associated with a forbearance. A representative then called me and explaining that I was being offered a 6 month deferred payment option. It was made very clear that I would not have to make a payment until XX/XX/2020, and that the payments I didnt make for XXXX through XXXX would be deferred to the end of my loan with no fees, penalties, or negative impact to my credit. When they assured me over the phone that this was not a forbearance and even went as far to explain that there were mtg companies out there that were offering relief but only to put customers into a balloon forbearance where all payments would have to be repaid immediately following the waiver period, they assured me M & T did not operate like that with their customers. I felt comfortable enough at that time to initiate the deferred payments. Further more, I received an email reply thru M & Ts messaging feature on their website following up on my email I had originally submitted. I replied back indicating that I had spoken to someone and that I was assured I would not be entering into a forbearance. Fast forward to XX/XX/2020, I am receiving calls from M & T, which I missed. Voicemail last are left so when I return the call I am led through a recording indicating my call is an attempt to collect a debt anything I say or provide can be used to collect a debt. When the representative finally comes on the other line, after verifying all of my personal information, he asks me if I am still being impacted from COVID 19. And he continues to ask me in a way as if he is trying to lead me down a road to say yes so that I will continue to not have to make payments or give him the answer he needs to hear to grant an extension of deferred payments. He indicates that Im still in forbearance and that I may qualify for an additional 6 months of payment relief if I am still impacted. I am appalled by the fact that they were trying to encourage me to answer a certain way so they could continue string me along hoping to either gain additional late fees or impose penalties if I slipped up and was not able to make payments on time. I also immediately asked if my account reflected a forbearance and after the rep answered yes I immediately informed him that I was told I was granted a deferred payment plan. He insisted that was not the case. I finally was able to have him verify with a supervisor the facts of my account and after waiting on hold he did come back on the line and assure me that yes, I was in a deferment. I informed him that my intentions were to resume payments that were due XX/XX/2020 as I was instructed to do so from the beginning. However that comment was met with a reaction by the rep that I would need to call back in prior to making the payment to make sure I was no longer impacted by the economic loss of COVID-19 and that I could still request an additional 6 months of no payments. Again I assured the rep that I would be making that payment. It was as if he knew that nothing changed on my account and M & T was still showing my account as part of a forbearance. I have now received a second phone call on XX/XX/2020 similar to the call I received in XXXX. Again asking me all of the same questions to almost guide me into asking for more time before repayments began. This time though I was more aware and not caught off guard by their questioning. And I demanded to know if my account showed that I was in a forbearance. The rep indicated that it was. After re-explaining everything again to her up to that phone call, she put me on hold a couple times to get more support from her supervisor. She came back on the line to confirm she saw all of my emails and notes from prior phone calls that show I explicitly asked not to be apart of a forbearance plan. I told her I felt deceived, manipulated, lied to, and misled. I think she felt genuinely upset because of the situation M & T put me in. She became very soft spoken and apologetic and insisted on transferring me to her supervisor where she asked me to re-explain my situation with the same emotion. She apologized profusely and acknowledged again the many times I asked not to be placed in a forbearance and was assured it was a deferred plan. Speaking to the supervisor was a complete waste of time. She continued to pressure me into believing that I would be considered to have deferred payments at the end of my forbearance but that my account would always show I was in a forbearance period/program. She continued to threaten me with statements that if I asked to be removed from the forbearance that all late charges payments and interest would immediately be applied to my account for the payments not made since XX/XX/2020. I reiterated over and over that I was assured I was in a deferred plan from the beginning. She tried to say I was notified in XX/XX/2020 XXXX even though that phone call end with assurance I was not in a forbearance plan ). It was as if nothing I said was going to change my account. After going back and forth for a long period of time and asking to speak to her supervisor, she finally indicated her supervisor, XXXX, was in a meeting and didnt know when she would be able to speak to me. The rep said that XXXX would have to call me because she had no direct line or email that I could speak to her through. As of the time of this complaint XX/XX/2020, I have still not received a call back. I feel completely deceived, I feel they manipulated me, told me one thing but set me up for something completely different and unwanted. I feel they are using predatory practices to take advantage of customers and I feel this will have a negative impact on me and my financial situation for a long time. They are taking advantage of me and who knows how many others at a time that we are all vulnerable and trying to figure and deal with extreme uncertainty. I sincerely hope you use all of your authority to do what you were enacted to do and protect consumers like myself and many others who may not even be aware of what is being done. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I received a personal check in the amount of {$100.00} as a birthday gift. I deposited the check into my M & T checking account via ATM on XX/XX/20. A few days later I received a letter dated XX/XX/20 that stated, Dear customer, your account xxxxxxxx has been charged for the total value of the of the following items which were deposited and subsequently returned for the reasons below. Please note that any service charges incurred are listed above for your reference. If you have any questions please contact your relationship manager or call XXXX at the phone number listed above. This showed that the check I had deposited was rejected. They included a legal copy of the check, which was hard to distinguish from a regular paper copy. After looking it all over I saw that M & T had cut off the last digit of the routing number on the check on their end, even though the routing number was clearly visible on the check and the legal copy. My account was also charged with a {$10.00} service fee I figured that this was an issue with the scanner they put the checks through. On XX/XX/20 I called the XXXX ( XXXX ) XXXX number for the XXXX to hopefully clear this up over the phone. I was on hold waiting to speak to a representative for 45 minutes before I decided to not waste anymore time and I hung up. I called again the next day XX/XX/20 and this time I was on hold for 25 minutes before I was able to speak to a representative ( whos name I do not know ). I explained my situation to her hoping for a quick resolution over the phone by fixing the missing digit on the routing number so the check could be deposited. Her first words to me were Soooooo .... what do you wan na do?? It was in such a way, as if there is nothing she can do for me, or its not her job. I said I want the check deposited into my account and I want the {$10.00} service fee removed. She says Sir, I am going to put you on hold. Irritated at this point I told her no, thats not acceptable. 25 minutes of waiting to get ahold of someone, speaking for 2 minutes and then immediately back on hold with no explanation? She said she needed a manger and apologized, then put me on hold for 25 more minutes. When she returned, she explained that my best course of action was to go to a branch and re deposit the legal copy of the check that was sent back to me. She recommended I set up mobile banking, which I have, but am locked out of and have never been able to get assistance with. She also removed the {$10.00} service fee, but that was the only help I received after the 55 minute long phone call. Unhappy with the idea of needing to see a teller in person for what should be a simple fix, I called a local M & T branch. A woman ( whos name I do not know ) answered quickly and I again explained the situation. She was much friendlier, but she too stated that I would need to come to a branch so they could manually enter the numbers on the bottom of the check to avoid this from happening again. On XX/XX/20 I went to a local branch ( I am 25 minutes from the closet branch, so I try to do business on my way home from work ) and explained the whole situation to the teller. She looked confused, as the check copy hardly looks like a check that can be deposited. The teller brought over another employee who appeared to be a manager, and assured the teller that the check can be deposited. I asked that the numbers be entered manually, the manager agreed and instructed the teller to do so. She printed a receipt that showed the deposit and I left assuming that this has been taken care of. XX/XX/20 I get a letter from M & T. It is the exact same letter as before. It is dated XX/XX/20 and shows my deposit on XX/XX/20, reason for return, {$10.00} service fee, same routing number error. This time they sent a copy, of the copy of the original check. I am now furious over what this has now become. I now proceed to call the local branch, since the 1800 number is useless for quick responses. This time I am speaking to XXXX. I explain a condensed version of this entire situation to her. The response I received from her was that I should take the check to the bank it was drawn on ( XXXX ), and cash it there. I was blown away. I could not believe they would just give up, and not fix this. I told her how this was at no fault of my own, and this was M & Ts responsibility to make it right. She blamed the check design on XXXX checks for the error, and offered nothing. I received only excuses. How could it be the check design when the checks work at all other locations except M & T? She stated that she would file a complaint for me, call XXXX to see what is going on with their checks, look into their own check scanners, and call me back. She did remove the {$10.00} service fee XX/XX/20 Extremely unhappy with how all of this is going, and without receiving a callback from XXXX for 48 hours I enter a local XXXX XXXX branch with the copy of the copy of the original check. I briefly explain the situation, asking to just cash this thing and be done with it. The teller calls a manger over and the manager looks at the check. She states that she can not cash this because it is a copy of a copy. At this point I have no clue what I am supposed to do. The manager from XXXX made a copy, of the copy of the copy of the check and started making phone calls to her colleagues to see what could be done. I walk outside and call XXXX from M & T. The tone in her voice sank an octave when she realized it was me. She tried telling me that she was still looking into, was going to call back, its all XXXX fault, etc ... I wasnt having it. I demanded that she fund my account with the {$100.00}. She deflects, and again for some reason keeps blaming XXXX for the routing number mix up, even though it was clearly their check reader/incompetence entering numbers. At this point I do not care. I want the {$100.00}, and maybe some other compensation for all of this grief. With XXXX on the phone, I place my phone on the managers desk at XXXX, on speakerphone to let these two hash things out. XXXX manger requests either the original, or original copy of the original check. XXXX states she would need to look into this. She has no idea where it could be at this point. XXXX manager states she will keep working on her end to get permission to cash the copy of the copy. I leave XXXX. XX/XX/20 I receive a call at XXXX XXXX from XXXX manger stating that I can bring the copy of the copy to the branch and they will cash it. They will negotiate the check. At XXXX XXXX I receive a call from XXXX, asking if I had heard back from XXXX. Still stunned that M & T could not resolve this, I told her they had called earlier, and that I will cash the check at XXXX now that permission has been granted. She then apologies, states that this should have never gone this far and complaint has been filed. I still need to cash this copy of a copy, so the saga may not be over. But the incompetence of M & T, and reluctance to help is stunning, along with their poor customer service and extremely long wait times on their help line. XXXX had a resolution in a matter of hours. M & Ts solution was to send me to another institution to fix what they had erred. At least they removed the two separate {$10.00} service fees. I have been a customer with M & T Bank for over 16 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 137XX
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just completed a 5 year bankruptcy with M & T Bank. It has been a complete and utter nightmare! Though my payments have not always been on time, they are being made. Since XXXX i have been having trouble with the bankruptcy department giving me correct information and breakdown. I always asked before paying my payment which month it is being added to because i know it is a recorded line and the next time i would call funds would be applied to a separate month and i would have to file a complaint and they would look into it and of course i would end up paying extra money. Now, i have been keeping records and in XXXX they sent me a breakdown of what was owed and i sent a check. Every month i would have to send a check via UPS ( as per their request because they would not let me make payments over the phone ) since it was the end of my bankruptcy and my account was in " suspense '' i kept track of every check in 2020 and in XXXX i sent two checks one for XXXX one for XXXX. M & T Bank held one of the checks in suspense and when i asked for the funds to be applied in XXXX & XXXX, finally in XXXX they applied the funds to XXXX. Now they are claiming i owe for two months and i filed a complaint with back-up documentation including a breakdown that was sent from their lawyer to my lawyer and the representative is still arguing with me telling me im incorrect. I have made monthly payments, lawyer payments, suspense payments and i should be due for my XXXX mortgage payment. I have attached all of the recent payments made and the breakdown sent to my lawyer from M & T bank. I am petrified they are actively trying to foreclose on my home! Please help. i can answer any and all questions. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70065
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I filed chapter XXXX bankruptcy on XX/XX/2019 and in XXXX I signed the reaffirmation papers with my attorney who provided them to M & T Bank. I was told by a bankruptcy specialist that once my reaffirmation papers were received that my account would be updated and my credit report will update showing my mortgage and the balance. My bankruptcy discharged in XXXX and in XXXX my mortgage account with M & T Bank was showing as active along with the balance I owed at the time. A couple days later my credit report was updated again stating paid in full. I called M & T and was told that it was an error and would be fixed. A month later in XXXX it was reporting an open mortgage again but has never reported the balance. Ive called several times since then and no one has helped me correct this. I was told I would get callbacks and no one ever called me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The name of the bank is MT Bank. They don't provide assistance and most of them are rude. I spoke to them since XX/XX/XXXX. One of the initial letters mentioned that there was assistance for those who were affected by Covid 19. Three options. One adding the missed payments to the end of the loan. Loan Modification and the last one I don't remember. there customer service told me that even though my loan is backed up with an FHA loan I needed to ask them for help not them. They have an online request for Covid 19 assistance and she flat out told me that I didn't qualify. Do you know what forbearance is she said you clearly don't know. I had to call each month to make a payment bc they don't allow any transactions. After my third call they changed it and had to explain my account is in forbearance. Yes they are bill collectors and act like one. I was asking them for assistance only bc my husband is furlough and we need help. We made payments up to XXXX. I had to ask for loans bc Mt Bank didn't want to help us out. We don't qualify for anything it seems. they don't work with me only telling me to wait for a loan modification if I qualify. Others around me my neighbors have FHA loans and they moved 3 to 6 missed payments to their mortgage balance. MT Bank doesn't do that. I just had a call yesterday and there was no message left. My husband is out of a job so its frustrating using all our savings bc were too afraid of MT Bank. They don't want to help us at all. You don't qualify for nothing. While other banks with FHA loans are sensitive and don't play with you or make you feel like an XXXX. My loan is an FHA loan and I don't feel protected and feel that MT Bank could help more. Can someone assist me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2019, MT Bank address XXXX XXXX XXXX XXXX DE XXXX was notified by letter through IdentityTheft.Gov about my identity theft complaint, an affidavit and a police report were sent to them. Answer all your letters and questions. I recently received a letter from a collection company demanding payment of {$5000.00} money I did not request or use. This matter was reported in time when requesting a credit report and all credit bureaus were notified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PR
Zip: 006XX
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Issues began at the beginning of this loan during the month of XXXX when I called to make sure I wasn't late on my first payment as I received a harassing call at my place of work indicating my account was past due. Please keep in mind I had just purchased this RV. When I called M & T to discuss this inappropriate phone call, they indicated their records reflected I had two RV loans with different payment amounts. They said this would be resolved and my payment was not due yet ... .they apologized for calling my work. I then made a payment on XX/XX/XXXX. Then when I applied for a mortgage in XXXX and the mortgage officer indicated I was denied because M & T bank had reported I had not made payments to them although I called and made one on XX/XX/XXXX. When I called M & T Bank, they indicated they did not have the correct bank account number so the payment did not go through, however, no one notified me of this issue. Payments are being taken out of my account without authorization. For two separate months, two payments have been taken out on the same day. On XX/XX/XXXX, {$420.00} was taken out of my personal bank account twice making a total of {$850.00}. My payment is only {$210.00} and I was actually making two payments, one for XXXX and XXXX. Instead, they took out {$850.00}, only returned {$420.00} which was confirmed by my bank, and have not credited my account for the initial {$420.00}. In my view this is stealing. My bank gave you {$420.00}, confirmed it and they are acting as though they never received it which is incorrect. They indicated I have not made a payment, whereas my bank confirms they have received my money. Therefore, monies I have paid have not been applied to my account and I'm receiving threatening correspondence every month indicating I'm 50 days past due which is inaccurate as reflected on my account statement. In XXXX, again, two charges on the same day but for different amounts were taken from my personal bank account which I did not authorize. I made a payment of {$220.00}, however, not only did they take the amount of {$220.00} but they also took the amount of {$210.00}. I reported this to them several times and nothing has been done. I have also attached collection letters dated 9 days apart stating different things which make no sense whatsoever. I have received multiple collection calls although I am not behind in my payments. I was told this would be taken care of several months ago and now there seems to be no resolution as I can't seem to get anyone to return my call. Additionally, I am unable to obtain any copies of statements off my account online even though it says they have them for the last seven years. Mine stop at XXXX and I am unable to reach anyone to obtain copies. I have reached my last resort and had no other choice but to reach out to the CFPB along with the Attorney General and Federal Trade Commission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 403XX
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a mortgage with XXXX XXXXXXXX XXXX that was late and I used a federal home loan modification program to refinance with M & T bank. I have never been late with the M & T bank mortgage. My XXXX report shows that I have been on time but XXXX and XXXX show that I have been late. I have disputed this various times with the credit bureaus and bank. They say that the late payments are valid even though they are not. This serious delinquency has prevented me from qualifying for a personal line of credit and credit card even though I have been on time since I refinanced 5 years ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92551
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have recently sold a home XXXX XXXX XXXX XXXX CT XXXX held in Rights off Survivorship with a signed mortgage and name on the deed with my husband XXXX XXXX. He passed on XX/XX/XXXX which made me sole property owner. I continued to keep the mortgage current and sold the property XX/XX/XXXX and discovered I was not the legal title owner. The house was held by a Trustee of a XXXX XXXX opened without my knowledge. I received a loan pay off from M & T bank to XXXX XXXX XXXX XXXX XXXX XXXX # XXXX on XX/XX/XXXX and then a 2nd pay off notice on XX/XX/XXXX to XXXX and XXXX XXXX. I repeatedly sent my warranty deed and mortgage documents to M & T telling them this property passed outside any estate and they violated the Truth in Lending Act by not disclosing this illegal change of title. They annually sent me letters to change my home owners insurance to The XXXX of XXXX XXXX which proves the had a Trustee deed. So I paid property insurance for legal owner XXXX XXXX for over 4 years and was not covered because a Trustee held title. The have titled my new home XXXX XXXX XXXX XXXX XXXX CT XXXX in this trust too. XXXX mortgage company included a blank Deed of Trust in all my fully executed closing documents and will not give me the completed deed. This is property theft and illegal. I fear my home owners insurance in invalid. I need an investigation and help to enforce truthful lending. They are telling me I purchased a house but conveying title to probate without be truthful. When I asked M & T to assume the loan note after my husband passed, they sent me a residential sales contract listing three parties and further confirming the property title was held by a Trustee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06824
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: For XXXX months in 2018, M & T reported two-year-old ( 2018 ), less than XXXX, non-charge-off delinquencies that have affected my credit rating. According to law, unless these were charge-offs, they should be removed. Even though the payments cited doubled in amounts and the time-frame included the time I requested a forebearance, each monthly payment was paid in two installments within 30 days. This is evidenced by greater amounts paid than requested in some months because of how they reported the payments. The payments were recorded incorrectly as delinquent when they were paid within 30 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A