Consumer complaint received 2023-02-03
Company: M&T BANK CORPORATION
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Dear Consumer Financial Protection Bureau, I am please seeking assistance with mitigating information from my mortgage processor ( M & T Bank ) concerning a payment, sent on my behalf from the FL-HAF program, not being applied to my account. 

One FL-HAF mortgage payment ( {$480.00} ) to date has not been applied to my mortgage. On XX/XX/XXXX, a call to the FL-HAF call center ( verbally ) verified that 7 payments have been sent to my mortgage processor ( it does NOT include XXXX ), yet only 6 payments have been applied. 

Please note -- although my mortgage account reflects " current '', it should actually be " ahead '' by one month. I made a {$480.00} payment from my personal checking account on 8/15/22 to stay current. A FL-HAF {$480.00} payment on 8/16/22 put my account " ahead '' by 1 month. M & T monthly statements verify this and are attached. XXXX statement showing next payment due in XXXX, XXXX statement showing next payment due in XXXX. But then XXXX statement shows the next payment is due in XXXX. I have been trying to resolve this issue through since then. 

Call history to M & T Single Point of Contact to request escalations : XX/XX/XXXX, XXXX XXXX XX/XX/XXXX, XXXXXXXX XXXX XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX, XXXX XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX Escalation requests to investigate the " missing '' payment are replied to with " the account is current '', " the payment will be applied to following month. " Since XX/XX/XXXX my specific escalation question has repeatedly been, " How many FL-HAF payments have been applied to my account? '' The notes simply say, " Will be applied in XXXX '' This does not provide an itemized answer to my request. 

On XX/XX/XXXX Single Point of Contact member XXXX transferred me to XXXX in Customer Service to try to determine using batch numbers and transaction codes the specific source of payments made to my account. Two hours later, she was not able to. 

My records indicate a total of 6 FL-HAF mortgage payments ( {$480.00} ) have been posted to my account since my award letter XX/XX/XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Conversely, 7 FL-HAF utiltiy payments ( {$61.00} ) have been posted to my utility ( water ) account since my award letter XX/XX/XXXX. I am attaching the payment history with FL-HAF payments marked : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Documentation I am attaching : 1. M & T monthly statements from XXXX XXXX and XXXX XXXX. 
2. Payment record from my utility company showing the number of payments made by HAF to date.

3. HAF award letter indicating 18 months of future payments for mortgage and utility and the amounts of each payment. 

I have a PDF of my mortgage payment history that I have marked to indicate exactly who made what payments to my mortgage account. On XX/XX/XXXX I emailed this document, as well as my personal checking account records to support what payments were made personally by me to M & T. I received electronic confirmation that is was received. I am not attaching it here because it includes personal information but am happy to provide it upon request. 

Again, I would like to stress, my mortgage account may be in " current '' standing but that one FL-HAF payment has not been applied to my account. As my documentation shows, my account should be " ahead '' due to my personal payment on XX/XX/XXXX and then FL-HAF payment applied on XX/XX/XXXX. 

Please let me know if I may provide further documentation or answer any questions. 

Sincerely, XXXX XXXX

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