Consumer complaint received 2021-10-25
Company: M&T BANK CORPORATION
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I do my mortgage payments through my personal checking account through XXXX  XXXX XXXX bill payment. I have recurring payments set up with XXXX  XXXX XXXX and somehow 2 payments were sent to M & T Bank ( mortgage service company ) on XX/XX/XXXX one for {$990.00} and 2nd for {$990.00} I immediately called both XXXX  XXXX XXXX and M & T since the duplicate payment had overdrawn my account for over {$700.00}, XXXX  XXXX XXXX said they could not recall the payment even if it was done electronically, they stated I needed to call M & T Bank and ask them to return one of the payments, I also told the XXXX XXXX XXXX teller I did not set up 2 payments as it was a recurring payment the only thing I did was to edit the recurring payment to the correct amount of XXXX agent asked and said the app should have given an error message stating that there were two payments scheduled for same merchant on the same date, I told him that the app did not give any error or anything else. I did not added an additional payment, XXXX  XXXX XXXX agent still said I needed to call the mortgage servicing bank and have them return the funds. 
I then called M & T Bank on Friday XX/XX/XXXX and agent said they did not see the payment applied to the account and asked to call back Monday XX/XX/XXXX and I call that date, agent stated she could see the double payment but in order for them to return the funds within 24 to 48 hrs they needed to see proof that both payments came out of my account, agent proceeded to give me an email address, I sent the email to XXXX with attention to Mortgage customer support as directed by the agent I spoke to over the phone and included the screen shot. Agent reassured me once the email is received the funds will be electronically returned to my XXXX  XXXX XXXX account within 24 to 48 hours. I waited till Thursday XX/XX/XXXX and still the funds had not posted to my XXXX XXXX XXXX account. I called back M & T Bank and spoke to a representative agent then stated that it will take 10 business days for payment to be returned to my XXXX  XXXX XXXX account. I told agent that I was told on Monday XXXX that as soon as I send the proof of payments debited from my account. I told agent that was unacceptable and this mistake from XXXX  XXXX XXXX had put me in a lot of trouble and M & T not returning the funds as they had reassured. Call got disconnected. I called again today Monday XX/XX/XXXX and once again told the agent XXXX, I still had not received the funds on my account and agent said that the payment is being processed but it will take another 10 business days and then it would be sent via mail in the form of a check. This is unacceptable is taking them over 20 days for them to return the funds, neither XXXX  XXXX XXXX is not taking responsibility and M & T is just simply holding on to the funds and putting me in a more difficult financial strain. I have complied with all they have requested, my account has never been delinquent, this is just a horrible service from both XXXX  XXXX XXXX and M & T Bank.

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 monetary relief