Date Received: 2021-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold off to M & T Bank for servicing and in XXXX XXXX I received a phone call saying my mortgage payment was delinquent. I explained to them my mortgage began in XX/XX/XXXX and it comes directly out of my checking account. M & T stated that my mortgage payment was {$50.00} too short. I explained to them to take it out of my checking account since my mortgage payment has always been set up as a direct withdrawal out of my checking account since XXXX. They said my property tax had gone up, so it was {$50.00} more ( per month/payment ). After a long discussion with someone in the Servicing Department, they advised that I need to sign a form to have the additional amount taken out each month, so I told them to send me the form and they agreed. Nothing was sent so I kept calling them and they would tell me they would send the form. This went on for months and they kept calling telling me my payment was delinquent. I have tried for months to get them to rectify this to no avail. Now they are telling me my mortgage is in default and threatening foreclosure. It is impossible to reach anyone in their corporate office and the only personnel I can reach are the mortgage servicing people who don't seem to get it. I have called seven ( 7 ) New York M & T Branches around XXXX NY and talked to them for help. Each one said they were immediately emailing the corporate office and would have someone call me ASAP. For 6 months NO ONE has called except the Mortgage Servicing people harassing me so I finally told them I would no longer speak to the mortgage servicing department due to their ineptness and that I was requesting a phone call from Corporate to resolve the issue. They refused and to this day I am now being threatened with foreclosure even though my mortgage payment has ALWAYS been taken directly out of my checking since XXXX. I am desperate. I can not get a resolve and they won't take the correct amount out of my checking each month and yet they claim it is my fault. PLEASE HELP! I feel like all they must do is to ignore fixing the problem and then one day just foreclose on my home and leave me homeless. This has become a nightmare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46038
Submitted Via: Web
Date Sent: 2021-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: M & T bank have been with them since XXXX, never been late on a payment for any creditors. thought I made a payment which I didnt. So when I tried to make my XXXX payment I noticed I was past due. Contacted M & T right away they waived the late fees, and made my payments. They never contacted me. They had wrong phone numbers. They could have emailed me to notify me so I can pay it ASAP. Please remove from my credit score. If you go through my credit history I never miss payments. Please remove it. It was an accident! I asked M & T to remove it and they stated they couldnt remove it anymore since it was 30 days.they could of emailed me or something! This is not right. From someone who is always paying on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92301
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XX/XX/2020 my spouse opened an M & T account. The M & T banking representative, Ms. XXXX XXXX XXXX, located on XXXX XXXX in XXXX XXXX, MD, had him to call me at home and ask me for my social security number to add me as a beneficiary to his account. I asked her for the documentation listing me as beneficiary, but she said the documents were not needed, that she was just going to put my social security number in the system ; but that a statement would be mailed out. The bank statement which was mailed listed me as XXXX. I never authorized the bank representative to do anything other than what we had spoken about over the phone when I gave her my social security number, and was not aware at the time that she wrongly collected my social security number and connected me to my spouses account as an owner. That same month, XX/XX/2020, strangely my direct deposit of {$500.00} that was part of my by-weekly pay that should have been deposited with XXXX XXXX XXXX was deposited into my spouse 's M & T Bank account ; an account I don't own. What the M & T representative did was collected my social security number wrongly and told me she was setting me up as beneficiary, when in fact she used my social security number and named me as an owner of a bank account at M & T bank using my spouses account without my permission, authorization, nor signature on file with the bank, nor was I physically present ; and she hid what she did by mailing a statement showing I was XXXX on his account. Yet, this created a fraud alert. Money can not be deposited into a bank account you don't own. Therefore, the bank representative set me up for fraudulent activity on an account I do not own at a banking institution by adding my social security number in the system, and making me an owner, yet with no signature cards with the bank that would amount to fraud. And with no documents with the bank showing that the direct deposit was proper, which it was not, it would be counted as fraud. However, M & Ts own bank representative committed the fraud by wrongly using my social security number. I believe this has resulted in a fraud flag because my bank, XXXX XXXX XXXX has blocked me from using my ATM Card. I am unable to make purchases, deposits, nor withdrawals from the ATM. Also, XXXX XXXX representatives are not consistent in their explanation as to the reason why my ATM card is blocked. XXXX XXXX XXXX representatives are also violating banking laws by not providing proper information to a bank consumer regarding their bank account. Therefore, because of the way Im being treated, I suspect they have been alerted to some sort of fraud I have not committed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20740
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am experiencing difficulty paying my mortgage as part of my loss of employment during COVID Pandemic. I have a FHA mortgage and this is my first home. I have been overwhelmed by phone calls, text msgs, notes in my mailbox as well as a person coming on to my property to take pictures. I feel harassed by people who want to purchase my home and who know I am having mortgage challenges. I have reason to believe that my mortgage banker M and T Bank representatives are sharing my private information with people who want to exploit and take advantage of my mortgage problem. All these attempts are to buy my home. This information is not public. There is no other way for these people to know without this information given to them from my bank. I am being harassed. Please help.
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: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I HAVE BEEN REQUESTING FOR OVER A YEAR VIA MAIL, PHONE, AND EMAIL FOR MY TITLE TO BE SENT TO XXXX DMV SINCE WE NO LONGER LIVE IN XXXX XXXX WHERE OUR CAMPER WAS ORIGINALLY PURCHASED. THE ONLY THING THEY HAVE SENT TO THE DMV IS TITLE INFORMATION AND NOT THE TITLE SO WE HAVE BEEN UNABLE TO TRANSFER OUR TITLE TO THE STATE WE LIVE IN WHICH IS XXXX. THEY ARE SAYING THEY CAN'T SEND THE TITLE TO XXXX DMV UNTIL IT IS PAID OFF WHICH MAKES ZERO SENSE. WE SHOULD NOT HAVE A XXXX XXXX TITLE IF WE NO LONGER LIVE THERE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I filed a complaint about m & t Bank not paying my insurance and my policy being canceled on XX/XX/XXXX. On XX/XX/XXXX m & t Bank responded saying if the ins did not pay they would take responsibility. I have called XXXX twice and she will not return my calls. I stopped making payments and now the loan is in default and they still refuse to take responsibility for the house which burnt down on XX/XX/XXXX. I will not make another payment on this house until they take responsibility for not paying my home owner 's ins on time. My previous claim # is XXXX. This still has not been resolved and I have not been contacted and it has been almost 2 mos. The house was broken into XXXX, after I went and had it secured. I will no longer take responsibility for this. I DID NOTHING WRONG. If this is not addressed within the next 10 days I will reach out to the state attorney General and I will file a complaint against both M & T bank and this consumer finance for not assisting in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested a 6 month forbearance with M & T bank, it was extended for another 3 months. I advised M & T Bank in XX/XX/XXXX, I was able to resume making payments and requested a loan modification. On XX/XX/XXXX, I submitted the information requested by M & T Bank of NY, which was a modification statement, stating that I am the sole owner of my property, that my property is tenant-occupied and my tenant was impacted by Covid 19. XX/XX/XXXX, M & T Bank sent documentation with the terms of my modification and a statement that I would receive the documentation within 30 days. It is going to be sixty days soon. Here it is XX/XX/XXXX and I still do not have any paperwork with the terms of the loan modification, although, I received documentation on XXXX and I was told recently on XXXX that this was completed. My frustration is that I'm being asked to make monthly payment via phone as oppose to having the option to pay online. I'm called weekly to ask for payment arrangements and I can not make any payments online, only via the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original mortgage was with XXXX XXXX, loan number XXXX but was sold to MT & T bank in XX/XX/XXXX. While with XXXX XXXX I did two loan modifications one in XXXX for {$3600.00} and the other in XXXX for {$2000.00}. I was speaking with a mortgage servicer at Mt & T bank who told me my current pay off is {$80000.00} but because I took two loan modifications was done with XXXX XXXX XX/XX/XXXX that a total of {$30000.00} has been placed on the back end of my mortgage which means if I was paying off my house today I would have to pay the outstanding principal balance and the back end amount. I did not agree to this and believe the amount placed on the back end of my mortgage is incorrect. I have already paid 10 years of payments made on my home. Can you please investigate? I never agreed to such and amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX New York State Department of Financial Services XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX : CFPB Complaint ID # XXXX & XXXX Dear CFPB, Thank you for hearing my concern. I write regarding my prior cases, which are related, and to flag a new issue, which is that the explanation that M & T provided you is not factually correct, and I have the documentation to prove it. In short, the explanation that they provided to you is wrong - either intentionally so ( which would be VERY problematic ) or negligently so ( which means that M & T 's outdated customer systems are not communicating with each other resulting in incorrect information being utilized by the bank and given to regulators. Since I have logged my complain with your institutions, I have received a letter from M & T bank with an explanation of what happened. The letter sent from M & T had noted that copies were sent to your respective office ( as well as the NY Department of Financial Services ) in the salutation. After reading their explanation for why my safe deposit box was opened and my items removed during my rental period with no explanation, I was even more concerned as what they had told me. What I have on record does not agree with what they had stated in their letter of explanation to me, and more troublingly, to you, as one of the regulators. My understanding from M & T employees at the XXXX branch where the safety deposit box was held, is that there was an incongruity with bank systems. Specifically, their legacy computer system XXXX was not communicating properly with their subsystem which manages safe deposit box rentals. In essence, the left hand did not know what the right hand was doing. I have still a copy of the rental agreement for that time period with the correct address and still my box was drilled and closed on XX/XX/XXXX. I have a copy of the safe deposit box rental invoice reflecting the current address and rental period XX/XX/XXXX to XX/XX/XXXX for confirmation. It reflects the XXXX XXXX address, not the XXXX XXXX address, which was their purported excuse to me and to you. In sum, M & T drilled my safety deposit box during my rental period. The rental agreement reflects the current XXXX XXXX XXXX -- not the XXXX XXXX address. M & T faulted me for not updating my address, which was not true and also inconsistent with their own documents. M & T also faulted me to excuse its failure to contact me at the XXXX address. From bank personnel, I've learned that the bank 's outdate XXXX computer system is not updating addresses across all customer accounts or all bank operations. This leads to mistakes, such as their drilling my safe deposit box during my rental period when they had my current address. M & T then failed to bring the database communications issue to the CFPB/OCC/DFS during the inquiry. Im hoping this complaint will address the obvious control gap in their process/systems so this will not happen to anyone in the future. My new concern is their disregard of any wrongdoing and their incorrect explanation offered to the regulating bodies, both in the initial letter they asked me to sign discharging them of any liability and the letter they sent detailing their excuse. Sincerely, XXXX XXXX XXXX
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: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: the mortgage was taken over from another company who allowed us to make advanced and partial payments, M & T has allowed, it, but then they have been holding the funds and not applying them when they are received. therefore not giving us the interest reducing benefits of paying ahead of time. this misapplied payment procedure has cost us thousands in interest. that should be removed from the mortgage, as they hold our funds for weeks ( every month ) and then apply it. this has been going on for years since they took over the mortgage. we did not notice it at first, but then we asked them to apply the funds properly and to go back and fix what they had done and they refuse to, and they actual show the funds as unapplied on the statements. the attached examples reflect them holding funds and it it the same on every statement in between, month after month, year after year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08879
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A