Date Received: 2019-08-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My perception is that the M & T XXXX XXXX XXXX XXXX Bank at XXXX XXXX XXXX XXXX, DC, XXXX, is engaging in an illegal practice of charging an unauthorized fee to customer checking accounts. I opened an account with this bank XX/XX/2019, and specifically stated that I did not want checks. On XX/XX/XXXX, when reviewing my account on-line, I saw that on XX/XX/XXXX M & T had charged my account for {$16.00} for unauthorized checks. Not only was the charge not authorized, the deduction from my account invalidated a promotion to keep the account balance at a specific dollar amount. I asked to speak to a manager and was told he was unavailable. So I went to the branch XX/XX/XXXX to speak to the Branch Manager, XXXX XXXX XXXX. Mr. XXXX had no explanation as to why the charge was put on my account, nor why the charge appear almost a month later when it might not be noticed by the average consumer. Although he did reverse the charge, he could not guarantee that I will not face a new problem when the promotion comes due XXXX. I also called M & T 's corporate customer service, XXXX, and was stone-walled. The supervisor to whom I spoke, XXXX ID # XXXX, refused to escalate my concern to the manager level, refused to leave a message for a manager to return my call, and refused to accurately record my complaint/concern by omitting my comment that he would not pass on this concern to a higher level.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2019-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, I wrote a letter to M & T Bank. On it a explained that my Name and address was wrong. As a result I wasnt receiving the monthly mortgage bill. Also, I tried calling all the telephones provided on the mortgage statement and online but non work. At another time I ask why my mortgage payment increased from XXXX to XXXX. They said that my mortgage had two hazard insurances. On XX/XX/2019, I wrote two letters to M & T Bank. On one I requested, again, to correct my Name and address. On the other one, I sent evidence that my apartment has an active hazard insurance and there was no need for a second hazard insurance. On XX/XX/2019, I received a call from M & T Bank saying that they didnt receive the XXXX payment for my mortgage. I told them that I sent it by certified mail on XX/XX/2019. They responded by saying that it was accredited to the escrow. To this date, it appears as if I have not paid my XXXX payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PR
Zip: 009XX
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-24
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when I reviewed my credit report and found 180 days late payment on the dates XX/XX/XXXX to XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX,. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 398XX
Submitted Via: Web
Date Sent: 2019-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Had a home mortgage through XXXX XXXX XXXX from XX/XX/XXXX-XX/XX/XXXX, then was switched to M & T Bank in XX/XX/XXXX. No notice was given to this switch until I was placed into foreclosure XX/XX/XXXX. The loan from my understanding was eligible for me to drop the insurance hazard insurance fee almost $XXXX dollars extra/month due to me paying off atleast 20% of the price of the phone. There was also another $XXXX in late fees carried over to M&T bank when I was never delinquent with XXXX XXXX. However, when I discovered the loan was with M&T the $XXXX late charges were billed from them plus an additional $XXXX of late payment fees plus still no removal of the $XXXX hazard insurnace. I had my Attorneys from XXXX XXXX XXXX XXXX write a letter demanding adjustment of these fees. There was no response until I received a phone call from M& T Bank on XX/XX/XXXX stating that if I did not pay 5 total payments of mortgage valued over $XXXX dollars then foreclosure would be accelerated and I would lose my home. I explained I just received notice of this and they said I could pay 4 months because XXXX was not due yet. I payed the four months to take this out of foreclosure and spoke with an XXXX and it was agreed upon paying these 4 months would not get me reported to the bureau. As ofXX/XX/XXXX, M&T reported me delinquet for XX/XX/XXXX Payment when I paid the mortgage through XX/XX/XXXX. This caused my credit score to drop almost 90 points and kept me from getting an XXXX Credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 88011
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: A couple of weeks ago I submitted a complaint here against M & T Bank under claim # XXXX. I was informed by M & T that they would be responding shortly. Instead, I received a letter directly from them via a XXXX courier on XX/XX/2019 that they were closing all of my accounts, and not just the one I was lodging a complaint about which included all of my business accounts. I feel this is retaliatory and discriminatory because of the complaint I filed against them which was about the excessive overdraft fees that they had assessed against my personal checking account over the course of the year resulting in several XXXX dollars in fees collected by M & T.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have submitted 3 applications for a Mortgage Modification with M & T Bank 's Homeowner Assistance Program. We were approved for the 1st time in XX/XX/2019 with the 1st payment being for XX/XX/2019. We made arrangements with M & T Bank for our 1st payment to be withdrawn from our checking account on XX/XX/2019. I was NOT aware that the bank where our checking account is located ( XXXX XXXX XXXX XXXX ) held/froze our available funds without our explicit knowledge ( or approval ) on the same day our M & T mortgage modification trial payment was scheduled to be withdrawn ; therefore, the mortgage modification trial payment was denied by XXXX XXXX XXXX XXXX where our checking account is location. We did not receive any information that our checking account 's funds were frozen until 7 business days later. By that time, the mortgage modification trial payment was declined by XXXX XXXX XXXX XXXX. M & T Bank proceeded to cancel our Mortgage Modification application. We submitted an appeal with proper documentation and proof from XXXX XXXX XXXX XXXX that they withheld our checking account funds. M & T Bank denied our appeal despite the aforementioned documentation. We then began to utilize a housing counselor to attempt to try to work with M & T Bank and reinstate a Mortgage Modification. We submitted a second Mortgage Modification application. Again we were denied by M & T Bank and they claimed because we " defaulted '' on the previous Mortgage Modification trial they could not approve the application. We again submitted yet another appeal and they again denied the appeal. At this time, they began to file Foreclosure court papers against us and retained lawyers. We have been served said papers and are supposed to have a Mediation meeting scheduled with the local court ; however, this has not happened yet. We have submitted a 3rd Mortgage Modification application through M & T Bank upon M & T 's suggestion and through their respective lawyers. Today we received a 3rd denial of a Mortgage Modification. We have tried working out payments with M & T Bank but they are refusing to work with us. We have kept lines of communication open with M & T bank and they are refusing to communicate solutions to us. M & T Bank has the ability to approve our Mortgage Modification application and override their policies that are blocking our application from being approved. We will further explain that one of the cosigners of the Mortgage Loan and our son are XXXX ; however, both receive monthly income from Social Security.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19803
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This bank is making it hard for me to withdraw my funds out with my ATM card. I am at the machine today and it's saying I committed fraud taking out my own money in person. Yet last time this happened they told me the machine has issues and every other card holder it's flagging for fraud at that ATM machine. They poorly maintain the machine plus are accusing me a fraud when I have adequate funds in my account and the transaction should go thru. This is getting to be a form of harassment. They need to fix or replace the ATM machine. They have issued me a new card at this time. They said it would be a fix. Yet I was told last time the machine is in need of maintenance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a water loss claim in XXXX of XXXX, my insurance company paid {$76000.00} and I started work with a contractor in XXXX of XXXX. He was supposed to be finished in XXXX of XXXX but as of today the job is not finished and It has been approx. 6 months since the contractor has been at the property or done any work, and it remains only 75 % complete. I have sent 3 certified letters to the contractor, there has been no reply to me and the last certified letter was returned to me, undeliverable. I have forwarded the certified letters and documentation to M & T/XXXX and have put in for an exception, twice, and have been denied twice. The contractor has abandoned this job and will not be finishing, XXXX/M & T refuse to acknowledge this and allow me to finish, telling me that I must sue the contractor or submit a mutual termination letter. Yet M & T/XXXX should bear responsibility for this situation because the inspector, that they sent in XXXX of XXXX, improperly reported the home at 100 % complete. The last draw of {$16000.00} was released from M & TXXXX after the inaccurate100 % inspection, however, I refused to hand it over to the contractor as we were discussing the items that remained to be done at the home and, it was only after he completed them, or came to an agreement with me so that I could complete them, that I would release it, but then he disappeared and the funds are frozen at XXXX XXXX in a non-customer account, and they require documentation from M & T before they will release the check. M & T/XXXX wont acknowledge this and they continue to state that there is nothing they can do about it. Per the above stated facts, when I realized that the job was not complete, I attempted to negotiate with the contractor, my negotiation attempts spanned XXXX and XXXX, but the contractor had already left the job and returned to Florida the first week of XXXX and, has made no attempt to return to complete this job. Upon, realizing that he was not going to finish or negotiate with me, I requested a re-inspection. At this re-inspection, the status was REVERSED to 75 %. He was informed of this reversal on XX/XX/XXXX and has not been heard from since and has not replied to any of my correspondence. In addition to this, I can not ask the Michigan State Contractor Board for assistance because the contractor is not licensed in the State of Michigan, and Michigan does not have reciprocity with any other state, so technically, the contractor was not licensed to work on my home. This begs the question, is the agreement even valid? I have confirmed with the Michigan State Licensing Board ( LARA ), the Michigan State Attorney Generals office, and three different Michigan Real Estate Lawyers that, the contractor can not pursue legal action and can not put a lien on the home, yet M & T/XXXX refuses to acknowledge this. Every time I call into M & T/XXXX, I am told that I can not talk to the same person Ive spoken with before, therefore I have to go over the situation, from the beginning, and I get a different response and different information, each time. On several occasions, I have also been denied the opportunity to speak with specific supervisors upon requesting it, and I've also been denied the opportunity to speak with M & T Corporate, upon requesting it. The resolutions department attempted to reach out to the contractor and, like myself, was unsuccessful, stating that the phone number seems as if it may be disconnected ( fast busy signal ) Today I decided to do deeper research in an attempt to find the contractor, and I discovered that the contractor is seriously ill with XXXX and receiving XXXX and XXXX treatments. There are several fundraisers set up for him, each one talks about the fact that he " has been out of work and will be out of work for some time '' https : XXXX https : XXXX https : XXXX Upon finding this news out I called into M & T again and they stated that they can't confirm his illness so they can do nothing. I asked what they would accept as confirmation and they stated the same thing, a mutual termination letter or a court order. I am not willing to sue someone who has XXXX. M & T has the power to terminate this contract and I am requesting that M & T corporate get involved and immediately acknowledge that this contractor has abandoned this job and will not be finishing, terminate the contract, and do whats necessary in order to allow me to finish the repairs on the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48220
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My checking account at M & T Bank showed an unauthorized international ATM charge for {$290.00} and an International Fee of {$8.00} dated XX/XX/XXXX. I did not authorize or make this ATM transaction. I did not give out my pin. I had my ATM card with me at all times. There is only 1 ATM card for this account. I submitted a Claim ( M & T claim # XXXX ), by phone, to M & T on XX/XX/XXXX stating all this. On XX/XX/XXXX M & T sent me a letter saying they denied my claim. Further, they stated : " The information and any documents we relied upon in connection with our investigation are available upon request. '' I have requested this information 5 times - 2 separate letters ( XX/XX/XXXX and XX/XX/XXXX ), 2 phone calls ( XX/XX/XXXX and XX/XX/XXXX ) and one interaction ( XX/XX/XXXX ) with Mr. XXXX XXXX, Senior Relationship Manager - XXXX, NY branch of M & T Bank. None of these 5 requests have resulted in any action by M & T. They have completely ignored my 5 requests. I can prove, with receipts during my travels on XX/XX/XXXX where I was. I need the bank to do one of two things : Either send me the evidence ( country, city, address, local currency, time of ATM transaction ) OR admit they have no evidence and send me a check for {$290.00}. Please note that this fraudulent charge on XXXX/XXXX/XXXX is part of a continued hacking attack on my checking account. In total I have had 19 fraudulent attacks. M & T has honored all my claims of fraud with this one exception. Clearly my account was hacked. Clearly M & T knows this. I need the evidence from the XXXX/XXXX/XXXX ATM transaction. And, I have now pulled all the money out of this account and I have closed the account. End of statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 148XX
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I recently paid my mortgage in full in which I had a loan through M & T Mortgage. I requested a payoff quote a few months ago and there were specific wire instructions that I had to follow explicitly. The wire was submitted on XX/XX/2019. I received a notification that M & T reported my account as closed and delinquent on XX/XX/2019. This dropped my credit score by 72 points. I was livid. Of course, I contacted M & T immediately and was told that because my payment was received on XX/XX/2019 that I was 30 days delinquent. When I know that M & T doesn't report until the first day of the following month. I'm not sure what the motive is, but I need this corrected immediately. Can you imagine paying your mortgage for 20 years on time each month and the mortgage company reports you 30 days late on your final payment? M & T made it as difficult as possible to wire the funds. My bank attempted to wire the funds several times until I finally took the letter to the bank and we literally wrote everything on the wire submittal several times in several different areas. At that point M & T had no choice but to accept the wire. I called M & T on the day at the time the wire was sent to verify that it was received, and I have a receipt from my bank. It states on my credit report that I was delinquent, paid on time, and consumer closed account. Versus stating paid in full. I did not close the account and I was not delinquent ; I paid the account off over a 20-year period. I would like this correct immediately to state paid on time and paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A