Product: Vehicle loan or lease

On XX/XX/XXXX I called XXXX at XXXX ( a title procurement company working with XXXX ) and spoke with XXXX regarding my auto claim for a vehicle that had been deemed a total loss. XXXX explained XXXX needed a letter of guarantee from M & T bank. We called M & T bank they explained they need the request in writing with the customer name, account number, and VIN. XXXX submitted the request via fax and M & T stated they would send the letter of guarantee by the next morning. On XX/XX/XXXX I called M & T Bank to check the status of the letter of guarantee. M & T bank stated it was not complete yet. I requested to speak with a supervisor. I spoke with XXXX, a supervisor with M & T bank who stated they did not receive the request from XXXX, therefore I added XXXX to the call. XXXX the XXXX representative faxed the request to XXXX as requested by XXXX. I asked XXXX to confirm receipt of the fax and he came back and said the fax was down. XXXX then asked us to email it to XXXX. XXXX submitted the request, 3 pages, via email. I asked XXXX to confirm receipt of the email. He came back and requested XXXX email it to XXXX ( this was at XXXX XXXX on XX/XX/XXXX ). I asked XXXX to confirm receipt of the email. He came back and asked XXXX if she sent it to XXXX, she explained she didnt and resent it to the new email. XXXX confirmed the written request was received and M & T had everything they need. He explained the request would be processed within 2 days. On XX/XX/XXXX I called M & T bank to check the status of the letter of guarantee. The representative stated it was still pending, I requested deferment on the loan and interest and was transferred. I was told my loan could not be deferred while they worked with the insurance company because I had not made the minimum of 9 payments yet. Please keep in mind at this point I had made two payments after the car was deemed a total loss. I called M & T bank back and spoke with XXXX. I requested assistance from XXXX to resolve the issue on the account. XXXX research to the account and stated they had not received the written request from XXXX. I called XXXX while XXXX was on the line and we spoke with XXXX, XXXX explained that the written request has been submitted on four different occasions previously. XXXX agreed to resubmit the written request. XXXX and I ended the call with XXXX. I asked XXXX to confirm receipt of the written request from XXXX. XXXX placed me on hold to check the status of the request, when she returned she stated that it had not been received yet but it could take some time. I asked her how long it would take to resolve the account and send a letter of guarantee. She said that they will try to work on it today but it probably wont be until Wednesday. I explained that was unacceptable as I was told it would take two days, 10 days ago. I asked to speak with her supervisor and I was transferred to XXXX. XXXX explained that they did not have the resources to keep me abreast of the progress regarding my claim or to complete it today. I requested to speak with her supervisor and I was transferred to XXXX. XXXX checked the status of my claim and explain that they are waiting for the written request and that the insurance department is out of the office but he has identified another department that should be able to process the request. He said he will reach out to XXXX via XXXX to have the written request submitted directly to him and he will work with the appropriate department to process the request for the letter of guarantee. I requested that he call me back before the close of business on XX/XX/2018 with an update and he agreed.