Date Received: 2018-12-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I open a dispute with my Bank ( M & T Bank ) on XX/XX/2018 for an unauthorized charge that was placed on XX/XX/2018 on my debt card after losing my wallet which contained my debt card and driver license. I received a letter from my bank dated XX/XX/2018 with the results from the investigated claim # XXXX and since there was a photocopy of my driver license and an account that was supposedly created in XXXX with a company i have never heard of or used it has to be me and would not honor my claim and would not reimburse me in the amount of {$300.00}. I faxed a request for a re-investigating and M & T bank would not honor my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2018-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We're two months behind on our payments with our mortgage company. We have tried working with them but they refuse to work with us. We have 1 full mortgage payment plus the late fee and extra. Its not the full 2 months owed but they refuse to take the money until we have the full 2 months worth. Which is just ridiculous because then we get even farther behind in payments while they wait. It is very hard to fix anything with this company when they will not budge at all. We tried to get a loan modification earlier in the year and they denied us because they kept saying they didn't receive the documents we sent them or they got lost and then it was well we need more information from you. We don't see how this is possible when we wrote our loan # on every document sent just like they asked. When mailing the documents we also did a certified mail receipt which would tell us they had to sign for it in order to receive the documents and we got the confirmation. So we truthfully believe they are lying to us about not receiving the documents or that they were lost. Because it went from they are lost to oh we need more information. Then all of a sudden we were denied. We followed everything they wanted us to and they were very unprofessional about all of it. We were so vulnerable and explained our very personal situation to them. How can we fix something if this company won't even budge to work with us in any type of way. Here is our current situation and why it is hard for us to make ends meet. Our XXXX XXXX XXXX daughter has been struggling with her XXXX XXXX since the age of XXXX XXXX XXXX. She not only suffers from XXXX but also struggles with XXXX, XXXX, XXXX and she is XXXX. She has been going to therapy for all of these things since the age of XXXX. In XXXX of XXXX she told us that everyone would be better off without her. Her therapist, my wife and myself have been working very hard to stabilize her XXXX XXXX. But unfortunately it took a turn for the worse on XX/XX/XXXX when XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Due to the intensive need of her care this crisis situation resulted in my wife having to go on a FMLA ( family medical leave of absence ). Our daughter has been hospitalized 4 times due to her XXXX XXXX since XX/XX/XXXX. Our mortgage payment is the biggest bill that we have in our household and we are struggling greatly to make this payment. We are also struggling to keep on the electric, gas, water, phones, car payment and keep groceries in our home. Having a car is required for all the appointments that my wife and daughter need to go to every week for her treatment and gasoline is also part of that cost. My engine blew in my vehicle, which resulted in me having to purchase a new vehicle because I could not afford to miss work and had no other means of transportation. After doing so I discovered that the vehicle I purchased had mechanical issues and which was another expense that set us back even more. My wife was struggling to find the time between appointments and the energy to return to work because our daughter 's care was and still is so intensive. Sleep for her was very limited due to having to check on her so often. Even though her energy was so low and our daughters care was intensive my wife made the decision to return to work in order to keep us from losing our home. My wife was on the FMLA starting XX/XX/XXXX and her work was able to accommodate our daughters appointment schedule so that my wife could return to work. She returned to work as of XX/XX/XXXX. She had only been back at work for a little over 2 months when on XX/XX/XXXX our daughter XXXX XXXX XXXX XXXX XXXX XXXX. I say this with a lump in my throat. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We are all so thankful that I found her in the time that I did because she would not be here today. We called authorities and they took her to the hospital where she stayed for 2 days and was then transported to a XXXX XXXX XXXX. We pushed for her to get long term because we had been doing every thing possible to keep her safe and it wasn't enough. So in order to take better care of our daughter and herself, she couldn't do it all it was too much stress to keep doing both, my wife and I made the decision together that it would be best for her to quit her job. Things have been rough for us financially but because my wife is able to solely focus on what our daughter needs and her own self care our family is healing. We even have more appointments surrounding my daughter than before. Which include every week parent support, safety meetings, XXXX and wrap around team meetings. We also have XXXX younger children that my wife cares for and adding my wife 's school schedule to all of these appointments makes it difficult for her to seek work and keep working. We really are trying to work with this company but they will not work with us. We have told them all of our struggles just as we have shared on here today. So please help us get this complaint to this company to help us resolve this issue. We need them to accept our loan modification or mitigation. We are not sure which one it is supposed to be. We do not want to lose our home and we are doing everything we can to keep it. We have 1 full mortgage payment including the late fee but M & T Bank told us they would not accept this payment and required the 2 previous months owed. With the 2 previous months owed and the current payment due we now owe 3 months in total. So we're not really sure where to go from here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98030
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i APPLIED FOR A LOAN MODIFICATION WITH M AND T BANK AND WAS DENIED. I HAVE A XXXX XXXX WITH A RATE OF 6.0 % WHICH THEY REFUSE TO MODIFY BY REFINANCING. I HAVE MORE THAN 20 % REQUIRED FOR THE BANK TO REMOVE THE PMI WHICH WOULD LOWER MY MORTGAGE PAYMENT BY XXXX MONTHLY MAKING IT AFFORDABLE. HOWEVER THE BANK REFUSED TO REMOVE THE PMI UNLESS I CAN MAKE 12 TIMELY MONTHLY PAYMENTS. BANKS SHOULD NOT BE ABLE TO DETERMINE IF PMI GETS REMOVED OR NOT. PMI IS BASED ON THE AMOUNT OF EQUITY. I HAVE EXPERIENCED HARDSHIP AND ASKED FOR A LOAN MODIFICATION AND WAS REJECTED BECAUSE MY INCOME WAS LESS THAN THEY ALLOWED. I KNOW THAT THAT WAS WHY I WAS SEEKING A LOAN MODIFICATION. IF I HAD EXTRA INCOME I WOULD NOT BE BEHIND IN MY PAYMENTS AND SEEKING A LOAN MODIFICATION. REGARDLESS OF ALL I HAVE GONE THROUGH WITH THIS BANK FOR THE LAST 10.5 YEARS I HAVE PAID MY MORTGAGE. I WOULD LIKE THE PMI REMOVED IMMEDIATELY AND IT SHOULD BE AN AUTOMATIC PROCESS THAT WHEN A HOME HAS ACQUIRED THE NECESSARY AMOUNT 20 % THAT IT IS AUTOMATICALLY REMOVED.THERE HAS TO BE SOMETHING PUT IN PLACE TO PREVENT THESE BANKS FROM FORCING MORTGAGE OWNERS INTO FORECLOSURE WHEN THERE ARE MEASURES THAT CAN PREVENT THIS FROM HAPPENING.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX, I changed my internet service provider to XXXX. Since then I have not be able to access my account online at M & T bank with who I have banked for nearly 20 years. I only use one computer that is hard wired to the router to access my account for security reasons and it stopped working after I changed to XXXX. Earlier in the day on XX/XX/XXXX, when I was with my previous internet service provider XXXX, I was able to access my account. When the account login in failed, the website tells me to call the online service center which I called on XX/XX/XXXX and spoke to XXXX with id XXXX. He told me that some fraud alert was triggered and I have to just wait and try again but could not tell me how long to wait for security reasons. I asked if there is a set of steps I could follow that would unlock the account and he said there was none. Only way was to wait and try again. I spoke to manager XXXX XXXX XXXX who also confirmed the same. I waited a week and on XX/XX/XXXX I tried to log in again and it failed. I went to the local branch and spoke to XXXX XXXX who called the online banking center and they confimed the problem to be systemic with no resolution. Multiple customers who changed internet service providers have the same issue with no solution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2018-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Good afternoon - We have a credit line with M & T bank. Today we received a call advising we were behind on our account, and it has hit our credit 2x. My concern is we were not given the chance to liquidate our bill. We did not receive anything via mail and or a phone call. As all Americans we make mistakes and have oversights here and there, and a reminder phone call is always welcome on this situation. If that would have happened we would have made the payment right there and then, and non of this would have happened. We are just asking for the opportunity to pay before you hit our credit with a negative marker. The fact that they did not attempt to call to collect the debt, before it was to late is not acceptable. If you have any additional questions please feel free to contact me. XXXX 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: MD
Zip: 21784
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MT Bank charged me a fee of {$360.00}. They claimed it was for legal fees of previous lender ( XXXX XXXX ). Their employee XXXX XXXX investigated the matter and came back with information that the {$360.00} fee was for fees. He said that the fees was for 24 months of inspection cost of 14 day. This is totally illegal. They are making up stuff to cover up the fraudulent activity. I am so frustrated with this bank. Its so unfavor. I want my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I first opened my HELOC around XX/XX/XXXX and at that time the bank required that the payments be debited from the primary checking account. Needless to say, I never missed a payment or been late on a payment because the money was always automatically debited from my account. A couple of months ago, I had an issue with my debit card so I called the bank to rectify the situation and I was told that my account had been closed. I thought this was a mistake so the next day I went into the branch and the Customer Service Rep told me that they didn't have any information and that I had to call customer service. I went home called customer service who redirected me back to the branch. I went back to the Branch and this time I asked to speak with a manager. After about an hour of phone calls to the " back-office '' I was told that someone would get back to me by the end of the week. I followed up two days later and the branch manager asked if I had received any notices in the mail. I let her know that I had since moved to a new address and she explained that she had never seen anything like this but, it looked like the accounts were closed out and checks were issued to my old address. I immediately asked why and she went on to explain that there was no information in the system and that she could no longer access the account number because the accounts had been closed out. Without any explanation or reason, my accounts were closed due to bank procedures. No one could give an explanation. My web banking was shut down and I was told it was because I had closed out my account relationship. Once I received the official checks I went to another institution to open up new accounts. It took a couple of weeks for my funds to become available because of the check amounts and because it was a new account. During this process of switching banks and not having access to any of my account and web payment history I was unable to keep up with all of my automatic debits. I had no idea what was paid and what had cleared my accounts prior to the closing. I had all my bills deducted from that checking account which I had for over 15 years. There was collectively over {$10000.00} in my various checking and savings accounts. I also, had about {$8000.00} in equity on my HELOC. In XXXX, I received my first phone call from the bank and it was in regards to a collection effort which was weird to me because I had never received any calls or heard anything about my loan or any of my accounts. I had made weekly visits to the bank to deposit money and withdraw cash periodically. I even made teller transactions and at no point did anyone say that they had been trying to reach me or update my account information. The collections department informed me that I was 76 days late on my HELOC and as a result I no longer had access to the Line of Credit. My response was why didn't you inform of this earlier before you closed out my Line of Credit. Why did I not receive a phone call before all my accounts were closed and the Rep on the call told me that he's in collections and he didn't know that my accounts were all closed out and he transferred me to the mortgage department. Once transferred I asked why no one called me to make me aware that all of my accounts were going to be closed and why no one ever explained what happened to me. She went on to explain that there is a Federal Regulation that requires the bank to update customer information and they send out letters every 5-years and that if they dont get a response it triggers an alert and the process begins to close out the account. I explained to her that I had moved from that address but I still owned the property. Then I asked why they don't just call people to update the information and she said that unfortunately that department just sends letters. She went on to say that usually people receive the letters and then call the 800-number or come into the branch to rectify the issue or update the information. I told her that I never received the letters and I thought that this process was unfair because I did not receive any phone calls until all my accounts were closed and my HELOC had been rescinded and my Line had been closed. She went on to apologize for the confusion as she could see that I never missed a payment since the inception of the Loan and that there was nothing she could do once the accounts were all closed out. I asked her for the payment information and made arrangements to send in a payment within the next 10-days. This was a horrible experience for me! I never been so scared or embarrassed. My credit score was severely impacted by this whole ordeal because of all the missed payments! I don't think it is not right for the bank to be able to close out your account ( s ) without at least calling you first. The first phone call I received from the bank was 76-days after my last HELOC payment was automatically debited from my checking account. Collections had my phone number so, its hard for me to believe that the branch or the front-office did have it. I was told that all of this could have been avoided if they were able to update my information in XXXX. My phone number never changed. I've had the same cell phone number for 18 years. Please HELP!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XX/XX/XXXX - I contacted M & T Bank ( XXXX NY ) to close out a CD ( {$25000.00} ) account. They could not find a record of the account. Account was originally with XXXX XXXX ( XXXX, MD ). XXXX Bank folded in the financial crisis and their bank assets were sold to M & T Bank in XX/XX/XXXX. M & T Bank said they would " research the CD and contact us with results ''. They gave us no point of contact or any identification number/name for who could be contacted about that action. We heard nothing for over a month. XX/XX/XXXX - I mailed a certified letter to M & T Bank asking them to give us a point of contact or other information so we could be kept informed of progress. A copy of the CD was included with the letter. I received no response to that letter. XX/XX/XXXX - Having heard nothing, I called M & T Bank Customer Service to find out the status of the CD search. I talked to several people ( who checked with their supervisors ). They had no record of the certified letter I sent ( I have the USPS receipt that M & T Bank signed on delivery ). They did not know anything about the CD or what was being done about it. The phone call ended with no explanation of what could be done next to find out what, if anything, is being done to find the letter or otherwise resolve this problem. A copy of the letter to the bank is attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21771
Submitted Via: Web
Date Sent: 2018-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: I used XXXX through my online bank M & T to make a transfer to an individual to purchase a handbag on XX/XX/18. The individual states she never received the funds and I as well never received my handbag. I have been given a USPS tracking that shows no package was received by the post office. I have communicated with this individual and still receive the same information. I contacted M & T and was informed that the individual received the funds and nothing can be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21009
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to you about a discrepancy on the final amount owed on my mortgage. I have emailed the company several times and have had several phone calls about this. I started emailing them two years ago about the amount owed at the end of my loan. Somehow {$4700.00} got tacked on the end of this loan. This {$4700.00} is our discrepancy ; I tried to pay my last payment of {$600.00}. They told me I could not pay my payment until the investigation was done. In XX/XX/XXXX they had to look into this further. I have been in constant contact with the company ( weekly ) to get this resolved. I have documented all of our conversations. I was told in XX/XX/XXXX it should be resolved XX/XX/XXXX called and they said they were still investigating it, give them till XX/XX/XXXX. called them today, they said " to be patient '' they have assigned this to a escalations team. I am getting collection calls from their collections department asking why I am not paying the payments, I told them it is being investigated you can see it in the notes. They said this is not being investigated that they sent me a letter saying it has been resolved, ( I never received a letter ) and the company that had my mortgage before them has gone out of business and that I owe the money to them. I was told that today by XXXX XXXX XXXX, he wouldn't give me his last name, said he doesn't give his name to strangers. I have been given several supervisors being told the others are not available. They keep saying it is being worked on. My payoff date for this mortgage was XX/XX/2018. I am looking to find what steps I can take to resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A