Consumer complaint received 2017-11-17
Company: M&T BANK CORPORATION
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I purchased a vehicle in XXXX XXXX with my loan through M & T bank. I cosigned for my husband and he is the one who makes each months payments. He began by making payments in branch but after several times of branch members messing up his payments, he switched to phone payments because that way we have confirmation numbers. As of XXXX XXXX, ( according to a branch member ), it can be seen that payments begin being marked as late therefore getting sent to M & T debt collections department. EVERY SINGLE MONTH I get a call from the dept collection department claiming that my payments are late by XXXX XXXX or even XXXX months. Every single month I have to call the customer service department with my confirmation number and verify that my payment was made on time, in full and my account is still in good standings with XXXX late payments. I have asked managers in the customer service department XXXX TIMES for letters stating my account is in good standings and XXXX times they have lied that the letter is on its way and it has not been. The cycle just continues. Finally, I got fed up with the extremely rude debt collection associates and decided to threaten to take my loan elsewhere. Finally, after I made noise, several investigations were 'started ' ( I say 'started ' because I have no proof that they actually did anything after I got off the phone. ) In speaking with supervisors in the debt collection department we discovered that it has been proven that there are XXXX different dates AND XXXX different confirmation numbers for each of my payments ; example ; for XXXX XXXX ; My husband make a phone payment on XXXX XXXX. The payment is listed for XXXX XXXX. There are XXXX separate confirmation numbers. What is also interesting is that according to the debt collection department, XXXX called on XXXX on XXXX XXXX and made a phone payment for XXXX XXXX. THIS IS A COMPLETE AND UTTER LIE. It is XXXX XXXX not true at all. XXXX did in fact call the debt department but it was to speak to the supervisor about the issues we have been having NOT to make a payment. For XXXX XXXX ; NO payments were listed as being made ( as of XXXX XXXX ) however my husband made a payment by phone on XXXX XXXX and I supplied the confirmation number. Through looking up that confirmation number, it was proven that the funds WERE removed from his account, put 'on hold ' and scheduled to by applied XXXX XXXX ( almost 20 days after he made the payment. ) Not one person can explain to me how or why my money keeps being taken and held for x amount of days then applied when the payment is late. After speaking to a branch associate, it was determined the due date for payments was the XXXX of each month with a grace period until the XXXX of the following month. According to the customer service department, the debt collection department AND my husbands statements, the due date is the XXXX of each month. This means that nobody is even on the same page as to when my payment is even due! 
I am COMPLETELY fed up with M & T 's false promises, false claims and false processing of my payments. I am also fed up with them calling me a liar every single month when they call me and are extremely rude saying I have n't made a payment. 
The investigations are still ongoing and were began on XXXX XXXX. I was promised I would be contacted with updates and additional information regarding the progress of the investigations and this has proven to be false as well.

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