Consumer complaint received 2018-01-19
Company: M&T BANK CORPORATION
State: VT
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I am a XXXX XXXX  veteran and underwent major service connected XXXX XXXX in Spring XX/XX/XXXX. During this time my mortgage company, M & T Bank, were persistently attempting to convince me to refinance my mortgage. Against my better judgment I did so with the one goal of decreasing the monthly financial burden for my family while I was laid up from my XXXX XXXX. However, during the refinance process my mortgage lender failed miserably to accurately prorate my escrow payments needed for the upcoming year. Even though my mortgage company was aware of these mistakes in the months after, they did not inform me, nor reflect on statements until almost 8 months after the refinance was completed. At this time when they finally notified me, they had allowed my escrow to go several thousands dollars in the negative. Also this entire time no balance or account issues were being recorded as to what was happening on monthly and daily statements. All of these events led to my mortgage company giving me three weeks to come up with around {$500.00} a month extra in order to remain in my house with my family. I immediately contacted them and try to find out what happened. Once it was finally in the open of their massive failure in customer service, they refused whole-heartedly to even attempt in making this situation partially manageable for my family and myself. Instead my mortgage company offered zero assistance and instead only worsen the situation by being extremely rude and unprofessional while telling me that my family must Figure something out or else we wont have a house to live in anymore. A brief history, I purchased the house as a VA home loan in XX/XX/XXXX and have lived here since. I have always been able to pay my bills and not once ever put my family into a position where I could not afford the basics. In fact the only times in which I could not afford the monthly expenses was during this situation. This situation has produced and evolved solely from my mortgage companys disgusting sense of customer service and shallow pit of selfishness and greed. All while doing so without disregard of my wife and children. I have always been able to afford my house and there shouldnt be a reason that I cant now. However with my mortgage company putting me in this position financially, then finally over a year later, informing me they are DENYING any assistance for me my family and a chance of staying at our house. I was too sick to continue the phone call and requested them call me in a couple days. I simply do not know what else to do as everyone I have reached out to since XX/XX/XXXX when this began all I have been told is that theres nothing I can do. All I know is I fought a war for my country and in many cases I continue to fight that same war on a daily basis. I dont know how to feel when I am told they can not be held accountable. I have a hard time distinguishing between terrorists and my mortgage company seeing how they were allowed to XXXX and pillage my home and family while all I could do was stand here. I have never felt so helpless and weak.

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