Date Received: 2019-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage is serviced by M & T Bank. M & T made a disbursement from our escrow to XXXX XXXX XXXX for flood insurance. I have had flood insurance for several years and I pay that separate from the mortgage. Flood insurance has never been part of the mortgage. The bank made this disbursement without my knowledge and consequently it caused the escrow out of balance and increased my monthly payment. I contacted M & T first thing Monday, XX/XX/2019. My goals were three fold : 1. to have M & T acknowledge this problem 2. M & T to issue a corrected escrow analysis and 3. to restore monthly mortgage payment. M & T initially stated they could not issue a corrected escrow until the insurance company returns the money to the bank. At this point I am beyond frustrated M & T made an unauthorized payment from my escrow and I have to wait to have my account reconciled until the funds are restored to the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was with XXXX XXXX until they transferred it to M & T Bank in XXXX, NY. M & T Bank sent me a letter asking for an increase in the amount of the escrow account of {$280.00} per year. In addition they are increasing the amount of my current mortgage payment of {$1800.00} per month to {$1800.00} per month an additional {$21.00} per month or {$250.00} per year. The problem is this : I called M & T bank in XXXX to get an understanding of why if the bank is increasing the amount of my escrow to cover the taxes, insurance, etc., that the M & T Bank has to pay during the year, why isn't the increase included in the escrow shortfall of {$280.00} that I am being asked to pay which I think should include the additional {$21.00} they are increasing my monthly payment from the current amount of {$1800.00} to a new amount of {$1800.00}? When I asked the supervisor from M & T Bank, XXXX XXXX, he advised that the increase in my current mortgage payment from {$1800.00} to the new amount of {$1800.00} was due to increases in my taxes and insurance. My question is, isn't the increase in the escrow supposed to cover the increase in all of the items like taxes and insurance that the bank pays monthly? XXXX responded to me by saying the same thing over again and again and failed to connect the increase in the escrow amount with the additional increase in the monthly payment of {$21.00}. It appears to me that the bank has decided to add an additional amount of {$21.00} each month for 12 months for a total of {$250.00} which is in addition to the escrow increase of {$280.00}. So I am receiving an actual increase of ( {$280.00} plus {$250.00} which equals {$530.00} ) annually. What is happening here? It looks like the bank has figured out a way to charge all of its customers with an additional charge in additional to the escrow increase. This is an unfair and deceptive practice and XXXX XXXX, the M & T supervisor I spoke to could not explain to me why the monthly amount of the mortgage was increasing after I paid the escrow shortage of {$280.00}. Please contact the M & T Bank and ask them to explain why they are engaging in such unfair and deceptive practices. Thanks for your help, 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: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a senior citizen that did a loan modification during XX/XX/2019 with M & T Bank. I believe I was a victim of an unfair, deceptive act and practice of M & T banks loan servicing department. I was told by M & T that I would not receive billing statements right away, but that I should continue to make payments on my mortgage loan, and at some point they would provide me with mortgage billing statements containing the amount due and due date. Unfortunately M & T FAILED TO PROVIDE ME WITH BILLING STATEMENTS for the XXXX, XXXX, nor XXXX billing periods so my ONLY OPTION TO MAKE MY MORTGAGE PAYMENT was to call their customer service number and make a payment by phone. They waived the {$17.00} pay by phone fee for the XXXX and XXXX payments. However, when I hadnt received my XXXX billing statement by XX/XX/2019 I contacted their service department asking where my billing statement was for the payment due XX/XX/2019. Their customer service representative snidely told me I have plenty of time to mail my payment to them. How can I mail them a payment if they havent provided me with the XXXX billing statement? I called them back the following Monday XX/XX/XXXX and asked when I should expect my billing statement for the XX/XX/XXXX payment? They told me at first that my billing statement should have been sent and then informed me that they had not sent it per their records for some reason. XX/XX/XXXX comes which is 2 days before my payment would be late so I call them to tell them that I have not received my billing statement for the payment due XX/XX/XXXX. They tell me that I can make a phone payment, but that it will cost me {$17.00}. I asked them to waive it and they refused so I I had no choice but to make the payment by phone and pay the {$17.00}. I am requesting that they remedy the situation for me and that you look into their servicing practices for other seniors as there may be a pattern of deceptive and/or unethical practices. Please contact me if you have questions or if anything was unclear. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2019-05-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-23
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: M & T bank keeps calling my cell number demanding payment on a credit card for which Ive never had. In fact, Ive never ever done business with them. They are extremely rude & aggressive & I have asked them repeatedly to stop calling me & they will not stop. AND, my cell phone number is on a do not call list!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 177XX
Submitted Via: Web
Date Sent: 2019-05-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: This bank treats me horible its a disgrace how awful Ive been treated I have proof I will report them to government agencys they like to play games with me and treat me horible this is a lady called XXXX XXXX which was nice when I explained to her everything but then she kept extending the time and everyone refuses to tell me whats going on the brAnch blames XXXX throw me away and tell me to come back when its all clean red I got my report from them and nothing shows negative but then I fax it over to this lady and she told me friday she will have a response now I wait 2 weeks and I called yesterday Monday XXXX and she changed says I cant bank with them and they decided not to do business this is so unfair and discriminatory after having me waiting and cooperating with them they decide to throw me out! I hate them this bank must be investigated they have a problem with me and I did nothing to them for them to treat me this way instead of opening me an account they refuse and treat me horible over the phone bank level and branch level
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was issued in 2005 with XXXX XXXX XXXX and subsequently sold to M & T Bank. M & T Bank has been servicing my mortgage for over 5 years. This past XXXX M & T Bank force placed their Insurance on property as a result of them stating H06 Insurance was always required. Year over year the bank has requested my Master policy, been provided my Home Owners Association and have never requested a H06 Policy. As a result, my mortgage increased by over {$400.00}. I contacted M & T bank to file a complaint where a rep called me back once, I responded to her call multiple times by telephone with no call back from her. Weeks later I was sent my original mortgage documents with a clause highlighting that if my mortgage is sold to another company, I must comply by their rules. Which they were enforcing over five years later. As a result of M & Ts action of neither requesting or enforcing their H06 policy rule when they purchased my mortgage, the insurance I was offered through an Insurance company was almost as high as the Insurance Im paying M & T Bank. This is due in part to having no prior Insurance and an owner for over 10 years. In addition M & T Bank has collected {$1000.00} dollars from me over a 2 month course on a mortgage balance of Less than Ninety Five Thousand Dollars. These practices are unfair customer treatment and I feel they should be reprimanded for their actions. I most definitely will be joining the class action lawsuit regarding this Insurance matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2019-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: This bank is XXXX their branches threatens me treated me horible refuses to Open me an account gave me a letter blaming XXXX XXXX when its not I owe no money to this bank Or other banks I used to bank with them and was a good customer but for some reason they hate me their executive office lady lied to me and said that by Friday of this week she would have a response I sent her everything she asked me for and she XXXX she doesnt even know what is causing this and refuses to help me their branches are awful towards me and tell me To go bank somewhere else and are extra XXXX XXXX and arrogant I faxed her my XXXX report showing I dont owe anyone money and even XXXX said its the bank that is refusing to open you an account not us your report is clean they have a problem with me and refuse to fix this and open me an account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2019-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: My Name is XXXX XXXX XXXX. I got this case information on XX/XX/2019. Someone opened checking account with under my S/S/N. This is second case with someone opened checking account with my S/S/S. I already reports to here first case on XX/XX/2019. ( # XXXX ) I do not understand these situation, how do they, bank, allow to open with different Name. He, who opened checking account, opened checking account with his ID and my S/S/N. The name is similar but same. how come banker who helped to open bank checking account, did not check all information carefully. I do not know exact amount and happened because they do not give me whole story. He took about {$80000.00} from bank and bounced checks. It happened early of XX/XX/2019. M & T Bank, XXXX XXXX, NJ XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX I am attaching another case ( # XXXX-XXXX ) with XXXX XXXX case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In Complaint XXXX M & T sent a 68 page response to my complaint but never addressed my complaint that I am on my mortgage. All they address is contact to my late husband but the original bank addressed everything to me after my husband passed away. M & T took over the bank but has ignore this MAJOR issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the morning of XX/XX/2019 a man by the name of XXXX XXXX hacked into my account and stole an amount of {$600.00}. The man began by trying to take out $ XXXX dollars out of my account using XXXX, which is M and T Banks system for sending money to anyone you wish. The bank had caught this and sent me an email that they stopped these transactions and marked them as fraud. However, later that day the same person began taking smaller amounts of money ranging from $ XXXX dollars. I had called the bank as this man was taking the money to cancel my account as fast as possible. While waiting the man continued to take money. By the end of the phone call the man stole {$600.00}. The bank had told me that they would start an investigation and I should see my money returned within 3-10 business days. As day 10 passed I called the bank to see what the hold up was. I talked to a woman who was the farthest thing from helpful and could care less that I was a client with her bank. She had said that the bank did an investigation and I wasn't going to see my money and that it was my fault and that I sent the money. I began to plea my case stating facts like why would I cancel my own account in the middle of sending these transactions, also why would I sent such small and numerous amounts to this man. Lastly I even got a police report to prove that I wasn't lying but non of this was good enough to get my {$600.00} dollars back. The next coming days I called again because this is absurd that im not getting a dime back. I talked to a gentleman and he proposed taking this man to small claims court, now between court costs and a lawyer I would be well over my {$600.00} lost already, but seeing as this money was sent to this man the bank should have an account number or something as to where the money went but nope, no information is what they said they had on the man.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14075
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A