Date Received: 2021-08-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Request transfer of VA appraisal from M & T bank to XXXX XXXX XXXX and they have yet to receive it. M & T took 4 months of no return calls to address my concerns and/or requests. Attempted to schedule closing once they received notice to transfer. As a XXXX veteran.Ive never experienced such horrible treatment nor has a VA loan ever take 4 months. Follow up email was further degrading. Please assist with this transfer if possible. XXXX XXXX XXXX, XXXX. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43206
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a small business owner who qualified for the sba eidl loan. I received the loan last year with no problem in my personal account but I recently received the grant money and now there is a freeze on my account. I have submitted all the proper paperwork but my account is still frozen. This is the account that I get direct deposits from my job and pay bills out of. I don't understand why it's still frozen if I have completed all the necessary channels to provide proof that I qualify for the money. Plus it's grant money not the loan!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21213
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: M & T Bank failed to pay my homeowner 's insurance from my fully paid escrow account. I was notified the payment was late on XX/XX/XXXX and my insurance policy was cancelled by XXXX XXXX on XX/XX/XXXX, leaving me uninsured. During those 5 weeks I spent much effort and time calling both M & T and my insurer. Three times M & T assured me the check had been sent, only for the customer service rep I spoke with on a follow-up call to tell me that check had been " cancelled by the system. '' There was no accountability and nobody could identify the cause. To further complicate things, each time I called M & T 's customer service line and navigated the phone tree, once I chose " escrow '' I simply received a recorded message that a check had already been sent, with no option to speak to a person. I tried many options to try and get around this roadblock, and finally had to *pretend to have a different problem. * I had to choose " trouble with an insurance claim '' to get a person, after which I begged them to transfer me to someone who could help. In a panicked 3-way call on XX/XX/XXXX a M & T Bank customer rep informed me that " we don't do escrow for co-ops. '' I told her I had been issued an escrow mortgage by M & T itself seven years ago and had paid faithfully, and the online payment portal has a separate line-item for escrow. She repeated that I now had a " non-escrow mortgage. '' There was no explanation for the change and no one had informed me of it prior to it being effected. To add insult to injury, once she dropped off the call a customer service satisfaction survey recording kicked in. I was almost crying as I begged the other rep not to hang up as the interminable, chirpy recording played twice through. I was afraid the call would auto-disconnect when it was done. I was assured that THIS TIME a check would go out to XXXX XXXX. I was assured I would also receive a refund check for additional paid escrow. I said I wanted this all in writing because I had talked to many people and they all had told me different things. I said, " Okay so now I wait for the check to go to XXXX XXXX, I wait for a refund to me, and I wait for a letter explaining what happened, and I also no longer pay escrow, right? '' The second rep waited while I checked the online payment portal and, sure enough, there was no longer an escrow form field. I was astonished that such a consequential change had been made with no notice to me, and that somehow that change in " the system '' had resulted in two checks being auto-cancelled. It seemed the me this surely affected hundreds if not thousands of people who all individually were forced to play detective and figure out what was happening. It was also highly suspicious that I had been able to pay escrow online in XXXX, which would have been*after* this supposed policy change. Had the change been legitimate and timely communicated throughout M & T I would have received notice in XXXX, and the online portal would have simultaneously reflected the new policy. In order to reinstate my insurance I had to pre-pay my premium with a credit card as the insurer waited for the check ( which none of us believed at that point would ever arrive ). My insurer also had to issue me a revised, non-escrow policy. When I received a letter from M & T Bank it was simply several terse lines of internal bank jargon. There was no apology or explanation or even any sentence in recognizable English. Had I not just spent hours of my life troubleshooting M & T 's mistake I would have *never* understood that this letter referred to escrow, a change in policy, a change in payment portal, anything. It literally says " We are removing the HO6 policy from your escrow account and you are responsible for the payment of the HO6 policy. '' No recipient of this letter knows what an " HO6 '' policy is, and the sentence seems to contradict itself. The letter also managed to appear to *blame ME* for the type of mortgage M & T had *issued to me*, stating sternly " we do not require that you maintain an HO6 policy. '' The letter did not mention that M & T failed to pay my insurance that I had prepaid in good faith. The letter did not mention the refund check, so had I not specifically asked about my additional escrow payments during the XX/XX/XXXX call ( and I was the one who brought it up and persisted until I got an answer ), I would have been flummoxed by receiving a random check in the mail. This was all 2 months ago. I was angry but it was fading. Then this week I received a letter from M & T Bank stating that the previous letter was in error and in fact I should have an escrow mortgage, that I am required to have an escrow mortgage. AS I ALREADY KNEW AND HAD ATTEMPTED TO TELL EVERY CUSTOMER SERVICE REP I HAD SPOKEN TO. There was this time a slight apology, as in " sorry for any inconvenience this may have caused. '' Inconvenience??? MY INSURANCE WAS CANCELLED & I PRACTICALLY HAD A NERVOUS BREAKDOWN. As the final indignity, as in someone spitting on you, M & T wants ME to send back the refund check so they can put it back into the escrow account I had paid into in good faith and they themselves unilaterally cancelled with no notice. I also will have to tell my insurer they have to revise my policy yet again, back to an escrow mortgage. All of the burden : emotional cognitive, logistical, financial, and potentially hazard, was placed on me ( and all those in my position ) by M & T FOR ITS OWN EGREGIOUS, INEXPLICABLE MISTAKE
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: M & T Bank is servicing my mortgage loan. I entered into a COVID-19 Forb program and I am due to start resuming my mortgage payment as of XX/XX/2021. I made a partial payment in XX/XX/2021 in the amt of {$1000.00} that M & T bank put in my suspense bucket. For my forbearance payments I wanted a Loan mod but they claim my payments would increase so I did the partial claim to have the pmts put to the end of the loan. They also told me my {$1000.00} in suspense could not be used towards my forb payments ( partial claim ) so I said okay apply the funds to my mortgage pmt which is {$1500.00}. I will pay the {$590.00}. Now they are telling me I can not use my suspense funds. I need answers on why I can not use my money towards my XXXX pmt. I have been waiting for a week for management to contact me this company is the worst mortgage company ... please help or let me know if I need legal assistance to file legal action against M & T
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Had to file for bankruptcy due to financial problems. The mortgage loan, M & T Bank hold our VA loan. Ever since then the mortgage lender continues to increase my mortgage rates. They have not and will not work with me on any of this. They put my home in foreclosure status. I had to find help with a bankruptcy claim in order to keep our head above water. Have been out of work due to COVID and still they do not care. They keep increasing my mortgage amounts. This company does not work with anyone, they told me they want their money or they will foreclose on my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79934
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband and were mid process refinancing our mortgage with M & T Bank. We were not asked to provide any contract information for employment verification. Instead on XX/XX/2021, M & T Bank sent a companywide email to everyone ( Over 700 employees ) at XXXX where my husband is employed. The email was sent from one of their employees whose job title includes " foreclosure specialist '' and asked if my husband worked at XXXX. So, now, everyone employed at XXXX believes that our family is going through a foreclosure. This is not only humiliating and embarrassing but is also extremely detrimental to his professional persona. This is a violation of the Right to Financial Privacy act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 274XX
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to loss of income from the COVID pandemic, I utilized the forbearance option with respect to my mortgage from XXXX of XXXX until XXXX of XXXX. While trying to negotiate a modification with M & T Bank, I have been unable to submit my Borrower Financial Report, which includes a summary of my entire financial situation, as well as statements for all of my bank accounts and paystubs for multiple family members, it is a treasure trove of financial information and should be treated with utmost confidentiality by a financial institution. I have tried to mail it but after two weeks they claim that it has not been received, and due to this reason, I will need to deliver it in an expedited manner requiring electronic delivery. The only other delivery options available are to ( a ) fax it, which requires the additional expense of using a third-party service ( who will retain a copy ), or ( b ) to e-mail it. Either of these methods leave my financial data exposed and easily accessible to hackers. Time constraints will require that I compromise my financial information in this manner and I am shocked that a large bank does not have a means of securely delivering confidential information available. I am gravely concerned that in this day and age a financial institution is requiring the delivery of sensitive financial documents containing Non-Public Personal Information by such insecure means. I am certain that they are a ripe target for a data breach.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14226
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX XXXX has a personal interest in the assets, funds, and property of XXXX XXXX ( XXXXXXXX )., which has it primary office at XXXX XXXX XXXX, XXXX # XXXX, Washington, DC XXXX. XXXX established a business checking account with M & T BANK. XXXX deposited monies into that checking account. XXXX stores its financial information, including account numbers, credit/debit card numbers, and access codes in its secure computer system. Though it was first believed that someone had broken into XXXX safe and stolen its M & T Bank debit card and access code it was later, after a thorough investigation, determined that it was not the actual card that was stole but rather the information on the card, which was stored in XXXX computer system. Specifically, on or about XX/XX/2021 XXXX computer system was accessed without authorization. Financial information was viewed and printed. Consequently, XXXX staff became aware that funds had been withdrawn from its M & T Bank checking account without its knowledge or authorization. A claim was filed with M & T Bank, based on the information available at that time ( which was incorrect in that the actual debit card was not stolen only its information ). On the following day, after M & T Bank received the claim, it denied it without any investigation into the incident. Internal investigation as well as police reports have been filed with the appropriate authorities. There were at least three unauthorized ATM transactions from the M & T Bank checking account. They total approximately XXXX dollars. M & T Bank has denied the request for the return of these monies. XXXX XXXX XXXX has an interest in these monies as she is the owner of XXXX. According, she files this complaint against M & T Bank. Additional details are attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21223
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 I transferred money from my M & T Bank checking account to my XXXX M & T Bank account for the amount of {$400.00} using XXXX. My daughter did receive the {$400.00}. Along with a woman named XXXX XXXX for the amount of {$740.00} {$740.00}. {$240.00}. {$740.00}. {$740.00}. {$740.00} all paid to the above mentioned person. Her phone number is XXXX XXXX XXXX {$1000.00} for merchandise that I did not purchase. I have received nothing but the runaround from my bank and anybody else I talk to about this. I thought my money was safe in M & T Bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: About 2 week ago i was sent a letter that my business checking account XXXX XXXX XXXX will be closed. For depositing a check into my account. The reason was not clear. The bank was M & T Bank. Acct # XXXX. I'm new business owner and i have XXXX check system for payroll. I inadvertently deposit a check into my business account and that cause the back office to send letter to close my business account. I have no access to my money or online banking accounts. I was granted a business line of credit and the only way to pay the bill is in person. The branch closes early and its over 20 minute drive or more. I'm afraid this drastic move from the bank back office will hurt my personal credit and business credit. I called the XXXX, NJ branch several time no help. I called i called customer services no help. I need some clear answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A