Consumer complaint received 2015-08-20
Company: M&T BANK CORPORATION
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
The customer service for M & T bank is not forthcoming with correct or full information. We were offered the pay XXXX options which we decided to take and set up our checking accout to pay half of our mortgage ever 2 weeks. our XXXX payment was sent but they posted it completely to principal. once our XXXX payment was made it was then held and questioned as to where the rest of our monthly pymt was. so another rep called us and ask and i explained we made XXXX pymt 2 weeks prior. they saw pymt but stated they dont do biweekly pymts once i explained that previous rep told me they do they stated no you have to use a company to do a bi-saver program. we had already used a company before and asked if we could use them but they stated no we had to use M & T only. was told fee was {$170.00} and they would start the drafts. so we paid and then when no pymt was removed from our account we called them. they stated fee was {$330.00} and we needed to pay rest before they could start. again i told them that was not what was told but they stated nothing they could do. so i stated then give me my money back and they said they couldnt do that either. so of course we paid the remaining balance to start the bi saver progam just to find out it was out sourced and that we could have used our original company and not had to pay addition fees. that was just XXXX issue with them. Each time we speak to a rep we get different information from XXXX rep to another. we got to a point where we only ask for supervisors ( which really isnt any better ) if we need to speak to them. we also had issue with the ach withdraw from them. they stated they tried to pull money from our bank and our bank had a hold on their name and wouldnt release funds to them. they refused to take ach pymt or check from our bank until the " block '' was removed. spoke to our bank and there was no such hold. even had our rep from our bank ask to have a XXXX way conversation with them to find out what was issue and M & T would not get on phone with my bank. they wanted something in writing from my bank before they would use them. there was nothing our bank could do. we waited 2 weeks and i paid a direct pymt from my bank to m & t and they accepted pymt. when i called them and asked what changed they stated our bank must have done something which was not true it was m & t that removed the block to get my pymt when they called late and passed 30 days which now has affected our credit rating. even when i contacted them stating i dont want to be dinged on our credit report for whatever clitch they had they stated it was not reported. no today we have pulled our credit report and it was indeed reported in XXXX 2015. i just got off the phone with a " supervisor '' who stated sorry there is nothing we can do your pymt was late. i went over everything, every little issue with her and still they refuse to do anything for their miscommunication, misguided information and misrepresentation their company has given us since day XXXX of buying our mortgage. which of course now we would have never ... .never used them. Now more then ever we would love to refinance and leave them but cant due to the ding they gave us in XXXX. i dont feel this company should handle mortgages to anyone. we are middle class hard working people who rely on companies to tell us everything we need to know in order to make good financial decisions and M & T is not XXXX of those companies. the only saving grace i have right now is that we have the bi saver program now so i dont have to deal with m & t representatives. as soon as we can get our score back to where it needs to be to refinance our home we will just to leave m & t bank. most people refinance for other reasons, ours will be just to not allow M & T bank to benefit from us every again.

Company response to consumer: Closed with explanation