Date Received: 2023-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The issue centers around the process and technical issues with providing the requested mortgage insurance information and the lack of response and system failures ( human and technical ) surrounding the document submission process. XX/XX/XXXX - after numerous submissions of the requested proof-of-insurance documents for the structure ( HOA-managed ), the system responded that the documentation was not accepted. I called and asked about what was going on. The agent gave me an email address to send the document as an attachment, which I did. She also said she would be escalating the issue. The automated system again sent an email ( a couple of days later ) that the documentation was not accepted. XX/XX/XXXX - Called back to inquire about the situation ( the total call was 2.5 hours ), the agent, after checking with someone, said it was a file limit issue. The site has no built-in file-limit scripting nor even a statement as to file limits. She advised me to only submit the first 10 pages ( which seems very arbitrary ). The file/document is one I've sent previously ( annually ) without issue. Further, I was asked to research out and find various phone numbers that might be individuals with the insurance company who holds the Homeowner 's Association policy for the structure. The customer service was horrible and I was doing the majority of the " heavy lifting '' and legwork. The agent in the mortgage department who I ended the call and with whom I filed a second complaint about the service provided by M & T bank was flippant and laughed at the situation. My home and it's security ( financial ) is not a laughing matter. I was made to feel ( by agent 's repeated mentioning ) that the call was taking too long - yes, admittedly it was a long call, but it was necessary to try and get resolution after my call a week previous resulted in nothing ( and I received no personal ( human ) follow up after being told it was escalated- thus prompting me reaching out again a week later )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: M & T BANK DID NOT CONDUCT A THOROUGH INVESTIGATION AFTER I NOTIFIED THE BANK OF UNAUTHORIZED DEBIT CARD TRANSACTIONS FROM CHECKING ACCOUNT. M & T Bank violated the Code of Federal Regulations 12 CFR 1005.11. 1. M & T Bank did not conduct a thorough investigation of M & T case # : XXXX is violating Federal Regulations 12 CFR 1005.11 ( c ) ( 1 ) a. M & T Bank staff never contacted me during the investigation. It is impossible to conduct a thorough investigation without the input of the claimant. b. The bank staff never requested additional information during the investigation. The request for additional information took place after M & T Bank denied the claim. c. A thorough investigation would have yielded answers to concerns such as the pattern of the debit cards use, such as timing, location, and dollar amounts of transactions ; location of the transactions relative to the residence ; location when the error occurred. 2. No written explanation as mandated in 12 CFR 1005.11 ( d ) ( 1 ) a. The Code of Federal Regulations states, The institution 's report of the results of its investigation shall include a written explanation of the institution 's findings. i. See documentation labeled : Evidence # 1 Letter from M & T Bank denying the claim. ii. See documentation labeled : Evidence # 2 Report prepared by XXXX XXXX, M & T Bank Customer Advocacy. 3. M & T Bank provided No documentary evidence as requested per 12 CFR 1005.11 ( d ) ( 1 ) a. M & T Bank denied my right to review the documents that the institution relied on in making its determination. Upon request, the institution shall promptly provide copies of the documents. i. XX/XX/2023, I Requested the documents that the institution relied on in making its determination from M & T Bank Specialist, XXXX XXXX per 12 CFR 1005.11 ( d ) ( 1 ). ii. XXXX XXXX indicated there were no documents in the file because there was no investigation. Attachments : Evidence # XXXX Letter from M & T Bank denying claim # XXXX Evidence # 2 Report : XXXX XXXX, M & T Bank Customer Advocacy
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 227XX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was supposed to be on a forbearance for disaster and I am in a disaster area in XXXX XXXX XXXX, and have been approved for help from Fema but my bank somehow says Im not in a disaster zone per my ZIP Code even though I am and receiving assistance, so they never put the forbearance on my account And tomorrow, My Home Cell at Auction at XXXX XXXX I believe and I dont have any money to pay an attorney today and I know I need to file an emergency bankruptcy to stop it but I dont have enough debt for a XXXX XXXX and I cant do a XXXX XXXX because I cant make the house payment because Im now XXXX from being a victim of XXXX XXXX Type of Property : Residential Total Amount of Payments That Are Past Due : {$10000.00} - {$24000.00} Total Amount of the Loan : {$200000.00} - {$290000.00} Have You Received a Notice of Default From the Lender : Yes Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX XXXX house address is XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX and is set to be auctioned in 2 days on XX/XX/XXXX at XXXX XXXX but for the last two months Ive been in contact with my lender, M & T Bank and because it is in a presidential declared disaster zone its supposed to be on a forbearance and Fema shows that online and Fema has already extended money to help with the repairs. In addition to that I am a now a single permanently XXXX women & homeowner who is also a victim & survivor of XXXX XXXX, which is the source of my XXXX, yet the sale is still set for Auction and M & T Bank has never given me a single point contact or helped me in any which way or returned my calls anything and obviously they are not adhering to the disaster forbearance guidelines, as well as my homeowner Rights. my loan is an FHA loan and prior to the forbearance. I was trying to do a loss mitigation but they wouldnt allow it because of the forbearance and I need immediate assistance to make sure I dont need to emergency file bankruptcy tomorrow, can you please call me ASAP XXXX thank you
Company Response:
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is the third time this year that my checking account was hacked. First time happened back in XXXX of 2023 then the second time happened back in XXXX of 2023 and the third time was today XX/XX/2023. M & T needs to improve their security because the same account shouldn't been hacked 3 times within a 6 month period. I have multiple accounts with M & T including a business account and next time my account gets hacked I'll be taking my business somewhere else.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Manufactures & trade not properly reporting my monthly payments of {$250.00} per month Monthly payment. They are reporting aNO INFORMATION Payment history. From XXXX thru XXXX listening all payments last when fact they have received them all early Stating Ive only made 23 % on this is a total lie of my credit recording. They are blaming XXXX for not recording it correctly. I called XXXX and they told me they did not provide bother the payment binformation my conformation number XXXX gave me after I spoke to them is XXXX. They advised me to contact you and ask that they be removed from my credit report for false reporting of my payment to them ThankYou XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We had the impression or understanding that there would be an opportunity to get the mortgage insurance premium removed from our payment after we had reached 80 % of the value of our home paid. We bought our home in XX/XX/2021 and the only information we have received from M & T Bank regarding this concern, was after I made a phone call asking. We then received a letter stating we could not get the insurance removed for the life of the loan with no explanation as to why. It is my understanding that we could/should expect to have written communication from our lender annually at a minimum regarding how we could get out of the insurance premium. Again, we received nothing, except the attached letter, AFTER I called asking.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98422
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2023, I opened a new M & T Bank account online. I was given my new account number and was allowed to enroll in online banking. A few days later, I started to get emails saying my online banking was locked and my paperless statements had been turned off, and the debit card I received could not be activated. I could no longer log in online, and was directed to call a toll-free number at M & T, which I did. The person I spoke with, who was very rude, told me my account had been closed with no explanation. I asked why and he told me there was no information. I asked if a letter would be mailed and he said it would, but when I pressed for specifics about when a letter was/would be mailed he would not provide any further information. I have waited over 2 weeks for a letter explaining why this account was closed 4 days after I opened it, before I had made any activity on the account whatsoever, but I have not received any further info from M & T bank. if M & T Bank closed my account, they are legally obligated to tell me why it was closed, what information source they used to deny me opening an account, and tell me how I can get a copy of whatever consumer report they used to take adverse action against me.
Company Response:
State: MD
Zip: 21702
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/2023 I received a letter from M & T Bank containing a debit card with instructions on how to activate the card as well as my new account. I had never banked with M & T nor had I attempted to open an account with the M & T in the past. I called the fraud desk and was told that they had flagged the account as fraudulent ahead of my call and had already shut the account down. They advised me to shred the debt card I had received in the mail and no further action was required on my part.
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/23, I had a meeting with XXXX XXXX XXXX, the Branch Manager at M & T Bank, located at : XXXX XXXX XXXX, XXXX, PA XXXX ( XXXX ). The meeting concerned a withdraw of XXXX from my checking account shared between myself and my mother. During the meeting, XXXX XXXX, a bank teller revealed that my mother made the withdraw and because my mother did not know the bank account number, she ( XXXX XXXX XXXX " wrote in the bank account number on the withdraw form. '' I then closed that particular account and opened a new account. On XX/XX/23, I met with XXXX XXXX XXXX at M & T in order to notify M & T that I wished to file a complaint about the policy of M & T tellers writing in an account number for my mother who would not otherwise have been able to withdraw the XXXX. In addition, I notified XXXX XXXX that I wish to file a complaint about the fact that there was not a vetting system in place as it pertains to the large amount my mother was able to withdraw. XXXX XXXX told me that she would file the complaint as well as have the Branch Manager reach out to me by phone. As I was leaving the bank my mother was entering. Mom stated that she only had XXXX dollars left, but she wanted to place the money back into my account. Since I had a new account, I entered the bank with mom and deposited the XXXX into my newly opened account. I then informed mom that I intended to proceed with the complaint as it relates to the additional XXXX dollars because I did not want what happened to me to happened to anyone else. At that point, the teller XXXX XXXX came from behind the counter shouting " I did nothing wrong ; the bank policy allows me to write in the account number. '' I told XXXX XXXX that if that were true then she had nothing to worry about. Frustrated, I left the bank. Branch Manager XXXX, called me on XX/XX/23, and notified me that within the next 30 days M & T would be closing my account. I informed XXXX XXXX that his actions appeared to be in retaliation for my choosing to file a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19013
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a large payment to cover half of the year in advance. They did not distribute the money properly. They then reported a late payment to me credit. After going through the storms to get them to fix it, paying my mortgage every month has been a nightmare. Each month I call to make my payment they act very confused as thought they have no clue where the funds are. They say Im late for mt payment then realize M & T is at fault then move money around to fix it. Yet after spending 1-3hrs on the phone with them each month, they somehow have me in the same position every single month. Falsely reporting my payment late and then having me waste 1-3hrs on the phone with them to reapply the money correctly and request their credit department fix my credit. This is mentally and emotional to draining and very time consuming. I can not deal with this month in and month out for 30 years this is insane!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A