Consumer complaint received 2018-11-11
Company: M&T BANK CORPORATION
State: CT
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Since M & T Bank ( MTB ) began servicing my condominium mortgage in XX/XX/XXXX, I have received multiple letters from MTB asking for " evidence '' of insurance. The letters also indicate that MTB will purchase Force-Placed Insurance ( FPI ) for my property if I do not provide the current insurance. ( Escrowing for insurance is not in my loan. ) My condominium association pays for and holds the master hazard policy for my property. MOST IMPORTANTLY, THE COVERAGE IS WALL IN AND THE POLICY IS CURRENT ; IT HAS NOT EXPIRED, LAPSED, BEEN CANCELED, OR ENDED. 
The letters in question have the following dates : XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. 
In response to the letter dated XX/XX/XXXX, I called MTBs customer service and faxed a copy of my condominium associations master policy. 
In response to the letter, dated XX/XX/XXXX and MTBs claim that my insurance had expired, I called customer service again and later received an apology letter from XXXX ( dated XX/XX/XXXX ). 
In response to the letter dated XX/XX/XXXX, I called MTB and faxed a copy of my condominium communitys insurance policy on XX/XX/XXXX. 
In response to the letter dated XX/XX/XXXX, claiming that our insurance had expired and that MTB would purchase FPI at an estimated cost of {$690.00}, we contacted customer service again, and were told that there was no record of our fax. I then sent the information via USPS Certified Mail and contacted the insurance company for my condominium association. The insurance agent faxed the policy information directly to MTB and, as a result, I received another apology letter from MTB dated XX/XX/XXXX. 
Astonishingly, I received a fifth letter from MTB dated XX/XX/XXXX, stating that their records show that my condominium HO-6 insurance has expired. MTB is now claiming that the master condominium policy for my unit excludes walls in coverage. Wall In coverage is listed in my insurance information that was submitted to MTB on multiple occasions. 
The situation with MTB and their repeated letters claiming our insurance is expired has reached the level of absurdity. I am a veteran and both my wife and I are XXXX XXXX. We contacted the Department of Banking in our home state about the issue and they suggested we contact CFPB. We have made repeated phone calls to MTB, sent the requested insurance information via fax ( on more than one occasion ), had it sent directly from the insurance company, and sent it by USPS Certified Mail.

At this point, I fear that MTB will buy FPI or HO-6 insurance for my property even though they have clear evidence that my master policy includes Wall In coverage. I want MTB 's repeated letters and claims about my insurance being " expired '' to stop. If MTB wishes to improve its customer service, it should take the time to read/review the master policy for my property and correctly update my records.

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