Consumer complaint received 2023-04-10
Company: M&T BANK CORPORATION
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
M & T bank is the worst of the worst. Its one headache after another. On XX/XX/XXXX NY HAF sent a payment of {$1900.00} to M & T bank, this was for the XX/XX/XXXX payment, however I had made that payment that month, because I didnt know I was getting that payment. But I spoke to M & T representative and even files a complaint with CFPB Case XXXX XXXXXXXX. They stated in their response that they would keep in the money in suspense until the next payment due, however they didnt do exactly what they said they would do. Now, they keep telling me that they never received the money even thou I have a receipt from NY State Homeowners assistance that they sent the money on XX/XX/XXXX. On XX/XX/XXXX I sent an email with receipts from NYHAF : Good evening, I am writing to you today to follow up on the contact information I requested to be kept up-to-date. Please keep the mailing address to : XXXX XXXX XXXX, XXXX XXXX, NY XXXX, Contact Phone Number : XXXX and Email : XXXX. In addition to this, I am also requesting a phone call from you in the next 3 business days of the soonest the law requires you to do so. I have been trying to get answers regarding my suspended funds of {$1900.00} in my M & T Bank mortgage account, but you have denied me of them. I have provided a payment confirmation from HAF, as well as M & T Bank 's response to my complaint to the CFPB Case XXXX XXXXXXXX, where it was clearly stated that the money would go into suspense. Today, I was told that no suspended balance exists and that M & T Bank had not applied the funds anywhere. I need a call to discuss where my money has gone. My experience with you throughout this process has been extremely stressful and unprofessional. You have lied to me multiple times and denied me my rights. I need a call as soon as possible in order to get the answers and clarity I am looking for. Please contact me at your earliest convenience. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX. 

They never responded to my email, I called today and they just gave the run around and stated that they never received the funds, It is extremely frustrating to deal with M & T bank, its such a disappointment that I never chose this bank, never signed any documents with this bank, my original mortgage was with XXXX XXXX XXXX, and when they sold my loan, M & T bank extended my loan for an extra year of payment, which I only signed up for 30 years. This bank is such crook. I can provide original documentation upon request. 

Please look into this, as M & T bank is such horrific bank to do business with and they dont care about how they conduct business. I shouldnt have to pay any extra year if I only sign up for 30 and I should get credited for the money that was paid on my behalf by NY State insurance fund. 

Please note that I have attached my mortgage state from XX/XX/XXXX where you can see a suspended balance of {$2300.00} that balance plus money from my bank was what paid the XXXX payment, the {$1900.00} was to complete my XXXX payment, however they have messed my account so bad, because originally NYHAF has sent on XX/XX/XXXX {$71000.00}, but they retuned {$770.00} back to NYHAF and NYHAF was sending the {$1900.00} to cover XXXX. They messed the numbers so bad, that they gave the wrong calculations to NYHAF. It has been such a terrible experience with M & T Bank, and they have messed my account so bad. They dont even care to resolve issues when I email them at XXXX. Attached is a copy of my email that was unanswered by M & T bank. 

I really need your help to resolve all of this. Please Thank you, 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