Consumer complaint received 2019-04-16
Company: M&T BANK CORPORATION
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
XX/XX/XXXX - Purchased vehicle form XXXX XXXX traded in vehicle with existing loan that was to be paid off by dealership ( $ 15,000+- ) - signed paperwork for XXXX ( just about {$57000.00}. ) While signing the paperwork for XXXX, I used a POA for my husband 's signature because he was out of the country on Military Orders. Left the dealership under the impression that my Florida  license plate could not be transferred and that my loan was funded by XXXX XXXX. 

XX/XX/XXXX - Contacted Florida DMV, and was assured that I could have kept my Florida plates and there was just a transfer packet involved. Contacted XXXX XXXX regarding this, and after lots of pushback, I was able to get them to register my new vehicle with my existing Floriday plate. I then requested the refund for the taxes involved. After a lot of pushback from the dealership, XXXX XXXX mailed me a check for the difference ( approximately {$1900.00} ) on XX/XX/XXXX. Two months after my original request was made. 

XX/XX/XXXX - Received collection call from previous bank, my previous loan had not been paid off on my trade in vehicle. My loan would have defaulted 30 days late by XXXX XXXX. Informed XXXX XXXX that my previous loan was not paid in full, and I had not recieved information on my new loan. The answer I received was that my new loan was fully funded and the payoff check was already mailed. I asked for a copy of the check and the tracking number for the check in transit. I never was given this. I informed XXXX XXXX that I would expect this information by end of business on Monday - I understood it was Saturday. 

XX/XX/XXXX - Came into XXXX XXXX for some warranty work, and to have a package installed on my vehicle that I paid {$2500.00} for to protect my black paint. Asked for the XXXX for the dealership and he was not at the dealership that day. I asked to speak to the finance manager regarding the issue with my loan ( s ) I was denied this request and was taken into an office to speak with a different finance manager. When I asked him what was going on with my loan, he informed me that my loan was never funded by XXXX. He mentioned that they had an issue with using a POA. It was then determined that we needed to figure out how to fix this situation. The finance manager mentioned that he would make a few calls and get this taken care of my XXXX the next business day. 

XX/XX/XXXX - Received phone call around XXXX from the finance manager at XXXX. He mentioned that he was able to secure the loan through M & T bank. I asked if I needed to come in and sign more paperwork. He said no, they would take care of everything for me. My husband happened to be home for XXXX, and I explained it was not a problem for both of us to come in to sign new paperwork. Again, I was told it was uneccessary. The payment on the new car was due on XXXX XXXX. 

XX/XX/XXXX - Came back to the dealership and asked the finance manager when I should expect any communication from M & T Bank. He advised me that I should have already received documentation. Again, he mentioned he would look into it and call me the next business day. 

XX/XX/XXXX- no phone call regarding my loan. Statement was received by mail from M & T Bank, with no orgination paperwork in included in the mailer. I also noticed that the loan amount and length of loan was different than what was on my original paperwork, from XXXX. At this point we had not signed any paperwork for new terms or anything for M & T Bank. 

XX/XX/XXXX - Made first payment on vehicle loan. 

XX/XX/XXXX - Finally received Florida tag information only to find out that some of the information on the vehicle was incorrect. I contacted XXXX again, and they refused to fix the issue. I also asked for the original paperwork for my loan, and I was told that this would be mailed to me. I have never received the documentation for the loan. 

XX/XX/XXXX - Asked for a refund regarding a paint protection that was never actually placed on my vehicle. ( {$2500.00} ). Was assured that I would receive a refund in the next few days. Still no paperwork from M & T Bank to show orignation of loan. 

XX/XX/XXXX - Went to get legal advice regarding the missing documents, at the military legal office ( JAG. ) At the advice of the legal council available on XXXX XXXX, I am writing this complaint to CFPB. 

XX/XX/XXXX - Filed a complaint with XXXX XXXX regarding a different issue with my new vehicle. XXXX XXXX also caused approximately {$2300.00} in damage to my paint over the last six months, and they refused to pay for the damage. I was later infomed by my Sales person that because I was not hispanic, the Sales Managers at XXXX are not going to help me. I had to file a claim on my insurance and am out of pocket {$500.00} for the deductible. My insurance company informed me they were going to pursue XXXX XXXX for the cost of repair. 

The most alarming part of this complaint is that I have not signed paperwork for the loan at M & T Bank. I have also never received the documentation on how this loan was originated.

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