Consumer complaint received 2018-03-08
Company: M&T BANK CORPORATION
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX XXXX XXXX Called to check the status of the short sale application. XXXX XXXX answered. The file has been closed as of this morning. I told them it's not okay to leave me a voicemail yesterday and when I call back tell me it's closed. He said they call me on XX/XX/XXXX, which is Saturday and yesterday, which I am returning. It's completely not okay to close it out in less than 24 hours from leaving me a message and a week from me speaking with me, when they were the ones who did not review my documents since XX/XX/XXXX. I requested a supervisor and was transferred to XXXX. I told him I have called XXXX, XXXX, XXXX, and today. They did not review the items I sent on XX/XX/XXXX and resent on XX/XX/XXXX. I also sent XXXX and pension letters on XXXX. He said I am not being given the correct information when I call, since they are still asking for updated pension and SSDI. I sent these on XXXX. He also wants the XXXX, since the one we sent is dated XXXX. That is not the case, it's dated XXXX. He said the XXXX is wrong, this one is XXXX, not FHA. He said resend correct FHA XXXX, pension, XXXX, XXXX, and entire application. This is insane, since we have re-submitted already and have been updating in a timely manner. 

XX/XX/XXXX XXXX XXXX Called to check the status of the short sale application. XXXX XXXX Answered. They still have not reviewed the documents as they are still requesting the same ones sent on XXXX. I asked him to escalate it and he said he would. I re-sent via email and fax. 

XX/XX/XXXX XXXX XXXX : Called to check the status of the short sale application. They are just now reviewing the docs I sent on XX/XX/XXXX. They said it was uploaded on Sat., and it can take 48 hours to review. I requested a supervisor since the application should be complete and they have had over 48 hours to review. XXXX XXXX is the supervisor and she said they had 48 hours to upload it and 5 b/d to review. She said if it's not reviewed by tomorrow, I can call back and have it escalated. If she does it now, they will reject it saying they are within their timeline. 

XX/XX/XXXX XXXX XXXX : Called to check the status of the short sale application. An automated machine said we are closed for the holiday?!? What holiday? XX/XX/XXXX is XXXX 's Day. 

XX/XX/XXXX XXXX XXXX : Called to check the status of the short sale application. I entered XXXX 's extension and it said thank you for calling, goodbye and hung-up. XXXX XXXX answered and said they are missing the XXXX, which I confirmed I sent on XX/XX/XXXX, she found it and it's not the right one. M & T XXXXorrower 's financial report, which is labeled the XXXX, but also sent in., and the 30 days of paystubs. Transferred to XXXX, the supervisor who said sometimes the faxes fail and emails are too big and to resend them. I requested 2 more paystubs to go with it.

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