Consumer complaint received 2019-07-09
Company: M&T BANK CORPORATION
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I have a ( VA ) mortgage with M & T Bank. The company purchased the loan from another company. In XX/XX/2018, I was behind on my payments. I located and acquired assistance from a staet agency that assists homeowners that has a loss of income and injury. I have both. I have been having problems from a military injury that caused me to have to stop working and as a result lost a large amount of income. I state agency, Georgia Dept of Consumer Affairs, qualified me for the recast program and forwarding M & T Bank {$50000.00}, to pay for back payments and place the rest towards my principle. The payment was sent XX/XX/XXXX. My credit continued to take vicious blows by the company even after them knowing and approving the program months prior. They continued to viciously harm and damage my credit. During the month of XXXX, M & T Bank did not place the payment towards my account and they again hit my credit with another 150 day late on my credit. I called several times during the month to find out what I needed to pay, as my payments was supposed to go down as a result of the large principal payment. My payment doubled! I called and no one was able to tell me what was going on or advise me of what I was supposed to pay. Again they hit my credit. This continued the month on XXXX. The rep on the phone told me to hold off on payment until they finallized the paperwork. XXXX came around, I began to call and find out what I was supposed to pay. Not the {$2500.00}, they sent on the bill! They informed me that they needed to send me a finallized packet, I received it and sent it back. I again made contact, and was told they needed to complet their portion and send the packet back to me and I would have an amount to pay. The month of XXXX no one know what I was supposed to pay. A week and a half after I sent the first packet, another one arrives, out of no where, with the same information. I called and was informed that they made a mistake and I would again need to complete and send back. Here we are in XXXX. I sent in {$900.00}. Not sure of the payment but i wanted to make sure i dont get another hit on my credit, sure enough despite the payment they sent in a late payment on my credit. Today someone call me and said I was late for XXXX. But then say the paperwork is still NOT finished, but we wont charge you any fees for being late. ( THAT DOESN'T MAKE SINCE ). If im late why no fees? I was told not to pay in XXXX! I am so confused at this point and it seems that they are not communicating within the company, nothing matches from the statement, recast paperwork to the representative on the phone. All different information. I am left seriously confused! I dont know what to pay nor do I feel i am being treated fairly. My credit has been left in shambles over these process when one arm does not talk to the other. when I spoke with the rep about my credit, i was told that it would not be fixed, period. I want my credit fixed to take all of these late payments off! I am in constant pain and dont have the energy to fight a large company who seems to be taking advantage of the little guy. I dont know what to pay, no definite paperwork, nothing! when i call to speak with someone else, they always route my call to the " workout department '' whom cant seem to answer questions but i am not allowed to escalate my call or speak with someone of capacity. This has been going on for several months and I find it to be ridiculous. How can a company do this to someone? I dont know what to pay, then my credit is consistently hit, they do know how to report wrong information.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation