Consumer complaint received 2020-10-28
Company: M&T BANK CORPORATION
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to Covid-19 I became behind on payments. I received a call from from M & T Bank on XX/XX/XXXX, asking if I had been affected by Covid-19, ( I said yes ) and unable to payments to complete an Hardship application and submit it for immediate help. I was told to email the application to XXXX. M & T Bank called me on XX/XX/XXXX at XXXX I missed the call and called back on XX/XX/XXXX at XXXX in which I was asked if I had completed the application and I said yes, I will email the completed application over ASAP. I sent the completed application on XX/XX/XXXX at XXXX via email to XXXX. Then on XX/XX/XXXX I received a call at XXXX XXXX  from M & T stating that they never received the hardship application. I advised the rep that I indeed did sent the completed application on XX/XX/XXXX at XXXX XXXX  to the email address that was provided on the application ( XXXX ). The rep stated that they never received the application and that I needed to resend the application along with the supporting documents. I then said okay I will resend via fax and email. I confirmed the fax number ( XXXX ) and email ( XXXX ) with the rep and I resent all the documents including the application and supporting documents to the fax number at XXXX on XX/XX/XXXX and via email at XXXX. I received no error messages from either the email or fax number. On XX/XX/XXXX at XXXX I called M & T Bank inquiring about the documents that were resent via email and fax, and the rep told me that they were received and being review by underwriting and I would receive a call within a week of the decision. On XX/XX/XXXX at XXXX, I called again M & T Bank to inquire if a decision had been made on my application and I was told that underwriting had no made a decision and that the rep would send an escalation email to get a response on the decision ASAP because they thought it was unusual for underwriting to not have a response by now. I didn't trust what the rep told me so I again called M & T Bank on XX/XX/XXXX at XXXX to inquire if the escalation that the sent in the prior day had been review and if there was a decision made so that I can keep my home. I was told that there was no decision just yet and that I should expect a call in the next five days. Still no call from M & T on XX/XX/XXXX so I called again on XX/XX/XXXX at XXXX. I was told that no decision had been made and that she would escalate my case to the underwriting department and her supervisor to get an answer ASAP. On XX/XX/XXXX at XXXX XXXX  I again inquired about my hardship application and I was told that there was still no decision made on my application/case and that she would apply for an addition forbearance until XXXX or XXXX of XXXX for me and that I wouldn't have to worry about payments until then. Well I was concerned about this move because that meant that I would end up owning more money that I would be able to pay for back payments by pushing the forbearance to XXXX or XXXX of XXXX. I felt like this was a set up for me to lose the home I raised my three kids in for the last 5 years. I asked why hasn't my case/application hadn't been reviewed and I was told that she didn't know but the underwriting would add notes to my account once they had review the application and supporting documents and tot just be patient. I then on XX/XX/XXXX I received a call from M & T advising me that my forbearance had been approved until XXXX of XXXX ( short call only 1 min 37 secs ). I then called again on XX/XX/XXXX at XXXX inquiring if the underwriting department had made a decision on my application and supporting documents and I was told no but not to worry because I had a forbearance. I again expressed concerned about the amount of cash I would have to come up with in order to save my home once the forbearance was over and I was again brushed off because I had an approved forbearance and to wait until underwriting made a decision. The today on XX/XX/XXXX I received a call from M & T at XXXX from rep XXXX XXXX Calling to inform me that my forbearance has been approved ( knew this already ), however my application and supporting documents are no longer valid because its been over 90 days and that I needed to resubmit a new application and supporting documents in order to be considered for a loan modification. WELL EXCUSE ME WHAT!!!! I was extremely upset. I had done what everyone one in the financial world says to do, which is to contact my bank and complete a hardship application and allow them to help me through this difficult time. I did what I was suppose to do and I completed and submitted my hardship application and supporting documents not once but twice because they claim they never received them. Why in XXXX 's good and hold name did they not review them at all????? The rep XXXX told me directly that the intake reps never reviewed them or referred my application and supporting documents to the underwriting department. And that he could escalate the issue but it would make no difference because my application and documents have expired and I would need to resubmit regardless of what I had done prior. I support three kids and I live in a redline neighborhood so you can imagine how proud my mom and grandparents are that we were the 1st XXXX family to buy a house in my neighborhood. Now after I had a difficult time making payments and reached out to my bank for assistance and completed the necessary paperwork, they get to drop the ball and I get to pay over $ XXXX all at once because they want to let a forbearance carry me into a new year. I guarantee you if I was a white women or any women other than XXXX American, my application would have been approved in the recommended timeframe ( 7 business days ). This is not fair in any sense. I did my part and the bank refuses to do their part. I would like the bank to approve the original application and supporting documents that were sent in on XX/XX/XXXX and push all missed payments to the back of my mortgage. No one should have to suffer the stress and heartache that I have suffered during a stressful time and especially if they followed all the rules and timelines. If needed I have all emails, faxes, and phone records for review.

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