Consumer complaint received 2019-03-27
Company: M&T BANK CORPORATION
State: PA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I have successfully managed my credit with no major reports or late payments, ever, for the 10 years I have had credit. I purchased a new car in XX/XX/XXXX and my new loan provider was M & T. I am aware that my monthly payment of {$380.00} is due by the XXXX  of each month. Since XX/XX/XXXX, I have made payments consistently and on time, the full amount owed, if not more with no issues. On XX/XX/XXXX and XX/XX/XXXX, I had logged into my M & T account where I make my payments and it auto-populates your amount due and has a calendar that you can make a change to the date if needed. My amount when I logged in to make my payment on XX/XX/XXXX and XX/XX/XXXX was {$300.00}. I was making an assumption, which I should have picked up the phone to call, that because I had been making extra payments that it had lowered for that time period. I received a letter to my home towards the end of XXXX telling me that my account was behind {$75.00}. I was confused and immediately called M & T to find out why I was behind. The gentleman had informed me that my XXXX payment of {$370.00} wasn't paid in full. I explained to him that when I was online, it had auto-populated to {$300.00} and that is why I paid that amount. He told me that I should never go by what is auto populated and always make my standard payment of {$370.00} to avoid any issues. After speaking with him, I immediately made the payment of {$75.00} on XX/XX/XXXX. In XXXX and XXXX, the payments I made were {$420.00} on XX/XX/XXXX and {$430.00} on XX/XX/XXXX. I again received a letter that I was behind {$270.00} right before the holidays. I again called and was told that because of making those two {$300.00} dollar payments, that is why I received this notice. I was upset because when I received the first notice in XXXX  I was behind {$75.00}, that was not shared to me and I thought by immediately paying it, I took care of the situation. The lady apologized and said this was what she was seeing so without any more arguments I made the payment of {$220.00} on XX/XX/XXXX. I check my credit regularly and it was then that I saw my credit significantly drop and after investigation, I found that M & T had reported my credit for being 30 days late in XXXX and XXXX, but that is not matching up with any of the information I had been given from M & T. I first attempted to reach out to M & T 's credit department to assist me in the removal of the derogatory mark of a missed payment. It took them all of one day to investigate and called me back saying unless I had proof that the auto-populated amount said {$300.00}, they couldn't help me. I requested that they listen back to my calls to their representatives and they would have heard back in XXXX  when I inquired why I was getting a late notice of {$75.00} that I was saying the same thing. They told me they can not do that nor can they help me. Again, I know my error was in the assumption and I should have called when I saw it say {$300.00}, but I can not go back and screen shot a screen to show proof for the truth in which I am telling.

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