Consumer complaint received 2016-01-06
Company: M&T BANK CORPORATION
State: WI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
M & T Bank was servicing my mortgage at the time I filed for divorce. My ex-husband kept the house. Once the divorce was finalized, I contacted M & T Bank regarding how to remove my name from the mortgage, and provided them with the necessary documentation. They then requested additional documentation, much of which had already been provided, from both me and my ex. We provided the information to them in XX/XX/XXXX and according to the letter they provided, it would take up to 8 weeks to process and have me removed. I had not heard anything 8 weeks later, so called and was told they were unable to provide status. I then spoke with a supervisor who was able to get me in touch with the correct department. I left a message as it was after hours for that department and got no response. I called again, went through the same process of getting a supervisor on the line and trying to get to the correct department. This time I got a call back and was simply told it was still " in process ''. I continued to call back over the next few weeks for status, all resulting in a significant amount of time, and consistently being told they had no updates. On XXXX/XXXX/XXXX, I received an emailed copy of an unrecorded Release of Liability, advising I would be sent the recorded copy once it was recorded with the county. I continued to follow up for status on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. The document had still not been recorded but I was advised on XXXX/XXXX/XXXX that my name had been removed from the account. I responded to this email and requested the documentation showing removal of my name and got no response. After a second request, I received a copy of a letter stating my name had been removed on XXXX/XXXX/XXXX. I followed up again on XXXX/XXXX/XXXX, and again got no response. I continued to attempt to contact the woman handling this issue multiple times and got no response until XXXX/XXXX/XXXX, when I was advised the document still had not been recorded, and in fact had not even been sent for recording until XXXX/XXXX/XXXX, meaning it sat for 2 months before they even sent it out to be recorded. I checked again in XX/XX/XXXX, and finally on XXXX/XXXX/XXXX I received the recorded document, 7 months after the initial paperwork was sent in for what was supposed to be an 8 week process at the most. During the months after I received confirmation my name was removed, I continued to received XXXX letters from M & T Bank and XXXX with refinancing offers. These were related to the mortgage I had been removed from, listed that mortgage number, property address, and my ex-husband 's name, yet kept coming to me, even after the Release of Liability was recorded. I called and asked them to stop and was told I was n't getting them because nothing was in the system. I received no less than XXXX of these ; possibly more. Even after I moved in XXXX to a new address, I received XXXX more of these. I called each time and advised that I had already requested to be removed multiple times and each time was told they 'made a note ' and could n't do anything else. Then today, XXXX/XXXX/XXXX, I received phone calls to both my cell and work numbers from M & T Bank asking for my ex-husband to discuss a notice regarding the mortgage. Not only were the customer service representatives unhelpful, unresponsive, and sometimes rude while I was dealing with the Release, but they continue to send me information ( via XXXX nonetheless ) and call me, despite my multiple requests to be removed from their lists and system. Their entire handling of the situation from start to finish was unacceptable ; the fact that they continue to contact me is starting to border on what I would consider harassment, particularly since they seem to disregard my requests to not receive letters and calls from their company and specifically related to a mortgage that I am no longer responsible for. It is stressful & frustrating that this is continuing over a year later

Company response to consumer: Closed with explanation