Consumer complaint received 2019-05-12
Company: M&T BANK CORPORATION
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Saturday, XXXX XXXX I received a letter from M & T Bank stating i have an outstanding balance of {$2000.00} that was payable XX/XX/XXXX, XX/XX/XXXXXX/XX/2019. I am confused how this has become a balance. I paid my mortgage on XX/XX/, XX/XX/XXXXXX/XX/2019in the amount of {$2000.00}. Here is the email history I exchanged with M & T Bank regarding my payments : XX/XX/2019 : ( me ) XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXXwe received our Annual Escrow Account Disclosure Statement. We have mailed in the payment amount of {$110.00} to the address provided. Moving forward we would like our monthly mortgage payment to remain {$2000.00} ( {$1900.00} mortgage / {$120.00} principle ). Please let us know what documentation needs to be completed for this to happen. Thank you. 

XX/XX/2019: ( M & T ) Thank you for your inquiry. I have noted this account with the anticipated payment information. Please be advised, your payment includes a monthly escrow deposit that is subject to change in accordance with the amount required for each item included in your escrow account. A mortgage payment would only be affected if the amounts of one or more of your escrowed items changes. To adjust the additional principal amount drafted with the monthly payment, please click on M & T Mortgage under Loans and click on View My Mortgage Info. There will be a pop-up message to advise that you are leaving the page and logging into the My Mortgage Info website. Select Yes,  continue to fully access your account. To update your automatic payment information, please click on Auto Draft Payment. Then follow the steps provided. Once the changes have been made, you will receive a confirmation email to the email address of record. If you have any further questions or concerns, please feel free to contact our Customer Service Department at XXXX-XXXX-XXXX-XXXX. 

I followed these steps and sent the following reply Thank you for providing me with the steps. I have followed them and received an electronic confirmation with my updated mortgage ( {$1900.00} ), and principle ( {$120.00} ) for a combined total of {$2000.00}. Can you please make sure this change will be permanent until I change it next year, because of right now the confirmation just shows it for myXX/XX/2019 mortgage payment? Thank you. 

May 3 I sent an email after I noticed the payment withdrawn was in the amount of {$2000.00} instead of {$2000.00}. This is the reply I received from XXXX XXXX, Mortgage Customer Support : I have reviewed this account and confirmed automatic drafting is setup on this account ; however, the XX/XX/19 payment was submitted via our Mortgage website as a one-time payment and the normal drafting did not occur. Therefore, the normal additional principal payment was not drafted. Also, {$130.00} additional principal was drafted with the XX/XX/19 payment. 

I am confused why it states a payment was set up for XX/XX/19 when I was informed how to set this up on your website, which I did starting in XXXX. I am even more perplexed as to how this has become a legal issue, as I have always made my monthly payments on time, including the payment in question, and how I am being charged 12 % and incurring a {$300.00} fee on top of a {$15.00} service fee for a payment that went through. I have faced countless issues with M & T Bank annually after paying our escrow and trying to reset our mortgage payment, but continue to run into similar issues, no matter how hard I try to comply with your rules. I look forward to a quick reply before this can escalate any further.

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