Consumer complaint received 2020-12-16
Company: M&T BANK CORPORATION
State: OK
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I contacted the Insurance department of M & T Bank servicing my mortgage via telephone directing them to not honor payment XXXX XXXX XXXX XXXX because I was replacing the insurance with a different insurance company. I was told that the payment to the current insurance company " XXXX XXXX '' would be on hold until XXXX XXXX, XXXX. 

On XX/XX/XXXX I received my XXXX mortgage statement which shows a disbursement from the escrow account on XX/XX/XXXX for XXXX This amount is for the XXXX XXXX XXXX policy. 

On XX/XX/XXXX the bank also issued payment for the replacement policy from XXXX XXXX for {$1500.00}, On XX/XX/XXXX I contacted the bank XXXX Department and directed them to recover the funds dispersed to XXXX  XXXX in error. 

I spoke with a representative who told me I must contact XXXX XXXX XXXX company and cancel the policy for and request a refund to my escrow account. I told the gentleman on the phone, this was unacceptable and they needed to recover the unauthorized payment from the account. After his continued attempts to argue with me I asked to be transferred to a supervisor. 

I was purportedly transferred to a XXXX XXXX who attempted to give me the same line that they could not cancel my insurance, I was required to do it. I informed him the bank was given instructions to NOT pay requested premium from XXXX XXXX and this was their mistake and they were required to fix it. 

At this point he proceeded to lie to me and tell me my XXXX XXXX policy expired on XX/XX/XXXX. The is incorrect, I will attach a copy of the XXXX XXXX policy which shows the current policy was in effect until XXXX XXXX, XXXX. This means he lied about the expiration of my policy. He further lied about the reason the bank paid the XXXX XXXX policy on the XXXX. He informed me my current XXXX XXXX policy was expiring on XXXX XXXX, XXXX and that is why the bank was forced to pay it, " to avoid liability from lapse of coverage. '' I will attach the documentation from XXXX  XXXX proving that all this XXXX XXXX did was get on the telephone and lie to attempt to cover up the mistakes made by M & T Bank related to servicing the escrow account attached to my mortgage. 

The resolution I require is that M & T Bank recover the errant payment from XXXX  XXXX  and credit to my escrow account. 

ASSOCIATED FACTS : At the end of my XXXX policy year M & T Bank disbursed a payment to XXXX XXXX for a policy I never purchased from XXXX. I had to contact M & T Bank to ask them to recover the funds they disbursed for a policy I never purchased. 

The XXXX XXXX XXXX was issued and in-force on XXXX XXXX, XXXX. 

M & T Bank claims the XXXX XXXX XXXX took 12 mailing days to be received from XXXX, and was received on XX/XX/XXXX. 

M & T Bank representatives have been caught in two lies regarding this matter already. 

On my XXXX of XXXX, XXXX call I was told the hold would be placed on my account until XXXX XXXX, XXXX. I remember noting this clearly because the date was after the XXXX Holiday which gave me plenty of time to get replacement insurance. During my call of XX/XX/XXXX I was told the representative " Mis-spoke ''. 

On my XXXX XXXX, XXXX call I was told the representative XXXX XXXX " Mis-spoke '' when he informed me that my XXXX  XXXX  insurance policy expired on the XXXX of XXXX and that is why the policy to XXXX XXXX that was supposed to be on hold was paid.

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 monetary relief