Consumer complaint received 2017-08-06
Company: M&T BANK CORPORATION
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I lost my job in XX/XX/XXXX. My loan was with XXXX XXXX XXXX. I applied for a forbearance and was approved for the forbearance which started XX/XX/XXXX and was set to be completed in XX/XX/XXXX. I made every payment on time and XX/XX/XXXX I received a document to do a updated review for my permanent Loan Modification. In this process I was repeatedly asked to resubmit documents that I already submitted several times. I begin to fax to 3 different fax numbers to ensure my documents were received. From XX/XX/XXXX till XX/XX/XXXX I calling just about every week to get an update on my account but to no avail. Finally, I received notice online that my account had been sold to M & T Bank ( right in the middle of the Loan modification ) and that I was only able to speak to M & T Bank about my mortgage. I called M & T Bank and they stated that they did n't have any information and would not be able to speak to me at that time. In XX/XX/XXXX, I received a call from XXXX at M & T Bank saying he was my single point of contact for my mortgage. They asked me to send my information AGAIN. I sent all my information to them again. After several submits of the same information, I was notified that they finally have received my information and they had everything they needed to start my XXXX XXXX XXXX. They stated that it would take up to 30 days for me to hear back. I Called every week to follow up on the updates. Every week I was told " we are still waiting ''. Finally, I received a call " Congratulating me on the Loan Modification Approval ''. I then received another call stating that I had some title issues that needed to be cleared before they can finalize the Loan Modification. I asked them what did they mean and they stated that " there are liens on my Title and they needed to be cleared ''. I called XXXX County and was informed that there are no Liens on my property. I then called M & T Bank back and asked them could they give me more information about the liens and they said they could only give me names and ID numbers. They stated they could n't not send me a print out via email as it was against their policy and they also could not upload it electronically so I would be able to see it when I log in my online account with them. They stated that the only way to get it was to wait for it to come " Snail mail ''. The problem with this is that : the time that they gave me to get everything resolved was from the time they mailed the letter to me. I had to wait 6 days before I received the letter in the mail that gave me in detail of what I was suppose to look for and clear up. This was the first unfair stipulation that was put on me due to the time I was givento resolve the issues. I looked for the information at the county clerk and discovered that 2 were  Abstract Judgements and one was Child support arrears in which I am currently being garnished  from my pay with my current employment and it included additional pay to address the arrears. The attorney general is also offsetting my tax returns to address this. Not know what to do next. I called my attorney and he told me that None of the abstract judgements nor the child support arrears affect my Title. I called M & T Bank back and let them know this and they stated that they wanted me to send in a " Customer Statement of Information ''. I sent that in after consulting with my attorney again so I would send it back completed correctly with the supporting documentation. When I responded by submitting my Customer Statement of Information ; it  contained acopy of the 2 Abstract Judgements and the Child Support information. Clearly on the Child support information it states " This lien is only to be valid and attached to all NON EXEMPT Property '' In the state of Texas my home is a Homestead Exemption and this would not affect my Title. The same goes with the 2 Abstract Judgements. I enclosed the Texas Property Codes that support my claim. When I sent this in ; I was told several times to email it. However, they were stating that they were not receiving  it. This went on for 3 days before I asked for a fax number and sent the email and the fax. They then stated that they received the information and was sending it to the " Title company ''. At this point, I had lost more time by doing the same work over and over again for 3 days. I then had to wait for 6 days before I received and answer back. The reply was : " XXXX XXXX we still require you to clear these liens before we can move forward with your loan modification and if it is not completed although you have an approved loan modification we will still cancel it and you are at risk of foreclosure ''. I let them know that my title is clear and they responded that " The liens and abstract judgements are against me as the individual and since I am the borrower they attach to the title '' I let them know that this was incorrect information and they really need to look back into this. They told me they had already reviewed everything I submitted and this is their response. I asked them : " IS M & T BANK SAYING THAT THEY ARE NOT GOING TO RECOGNIZE TEXAS PROPERTY CODES AND REGULATIONS ''? They stated that they do n't know anything about the Texas Property Codes and I would have to address this or beat risk of foreclosure. I sent them the Texas Property Codes in Paper format so they could review it  and see it. Even with this they are stating that " They will not recognize this and comply with it '' I then askedto speak to the Supervisors and I asked for a specific name in which I was informed by 6 different  Customer Service Reps that they are not allowed to give the email to specific people. They only gave me a general email and said when they get to it they will address it. The problem that I have with this is : I have a deadline to get this resolved according to M & T Bank and if they do n't respond in time. I am at risk of Foreclosure or having to completely start over again. I was on the phone for over 3 hours going in circles and was finally told that : " M & T Bank does not have a Corporate number in which I could call as they do n't have anything to do with the Loan Workout Department ''. I searched on XXXX and was not able to find a sufficient number or email. I called the number I found and was indeed redirected to the same department only to get told that " they have already told me what they needed to say and was there anything else they could help me with '' as to get me off the phone and I was really wasting their time. At this point, I am very frustrated in the way I have been treated as a proactive consumer. When I knew my situation had changed I immediately notified my lender. I am a XXXX XXXX XXXX veteran and this is very frustrating for me when I have do n't everything I was asked only to get Approved for the Loan Modification to be told that it can not be done over issues that do n't apply to my situation.

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