Consumer complaint received 2020-08-03
Company: M&T BANK CORPORATION
State: KY
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
Issues began at the beginning of this loan during the month of XXXX when I called to make sure I wasn't late on my first payment as I received a harassing call at my place of work indicating my account was past due. Please keep in mind I had just purchased this RV. When I called M & T to discuss this inappropriate phone call, they indicated their records reflected I had two RV loans with different payment amounts. They said this would be resolved and my payment was not due yet ... .they apologized for calling my work. I then made a payment on XX/XX/XXXX. Then when I applied for a mortgage in XXXX and the mortgage officer indicated I was denied because M & T bank had reported I had not made payments to them although I called and made one on XX/XX/XXXX. When I called M & T Bank, they indicated they did not have the correct bank account number so the payment did not go through, however, no one notified me of this issue. Payments are being taken out of my account without authorization. For two separate months, two payments have been taken out on the same day. On XX/XX/XXXX, {$420.00} was taken out of my personal bank account twice making a total of {$850.00}. My payment is only {$210.00} and I was actually making two payments, one for XXXX and XXXX. Instead, they took out {$850.00}, only returned {$420.00} which was confirmed by my bank, and have not credited my account for the initial {$420.00}. In my view this is stealing. My bank gave you {$420.00}, confirmed it and they are acting as though they never received it which is incorrect. They indicated I have not made a payment, whereas my bank confirms they have received my money. Therefore, monies I have paid have not been applied to my account and I'm receiving threatening correspondence every month indicating I'm 50 days past due which is inaccurate as reflected on my account statement. In XXXX, again, two charges on the same day but for different amounts were taken from my personal bank account which I did not authorize. I made a payment of {$220.00}, however, not only did they take the amount of {$220.00} but they also took the amount of {$210.00}. I reported this to them several times and nothing has been done. I have also attached collection letters dated 9 days apart stating different things which make no sense whatsoever. I have received multiple collection calls although I am not behind in my payments. I was told this would be taken care of several months ago and now there seems to be no resolution as I can't seem to get anyone to return my call. Additionally, I am unable to obtain any copies of statements off my account online even though it says they have them for the last seven years. Mine stop at XXXX and I am unable to reach anyone to obtain copies. I have reached my last resort and had no other choice but to reach out to the CFPB along with the Attorney General and Federal Trade Commission.

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 non-monetary relief