Consumer complaint received 2017-04-12
Company: M&T BANK CORPORATION
State: PA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I took out an auto loan from M & T Bank in XX/XX/XXXX. I have historically paid my payments at the local branch or online through their web portal. I have consistently paid my account and it was current as of XX/XX/XXXX. In XX/XX/XXXX my primary bank changed hands and the routing and tracking numbers and account numbers for accounts all changed. It has caused much confusion. Thus in late XX/XX/XXXX/XX/XX/XXXX when I learned that M & T had not received my payments placed through their online system I sought to rectify it and immediately made payments online, confirming the new tracking and account numbers. Then I heard nothing. In late XX/XX/XXXX into XX/XX/XXXX I attempted to go online several times to make regular payments and when I attempted to log into my account a message appeared that the M & T website was down. I even called to get further information when I was simply told, " Many customers have been having problems, try again later. '' The problem continued. In early XX/XX/XXXX I was finally contacted by an M & T representative by phone. When I was told that there continued to be issues with submitting payments online I offered to bring a payment to the bank to satisfy all payments that were not received and get the loan back on track. At that time I was told by the M & T Representative that was no longer an option, I needed to pay the loan off in full immediately or my car was to be repossessed! The representative acknowledged that they could see that I was trying to make payments and that each payment submitted receieved a message stating " Success! Your payment has been made! '' However he was completely unwilling to assist me in getting this loan back on track. He stated that even though he could see the banking errors involved, that he would not reinstate the loan upon restitution. I then tried speaking to his supervisor without any support, he simply stood behind the decision to use the nuclear option with me even though they could see I had been online trying to make payments. I then took my issue to the PA Department of Banking and Securities. I just wanted to make the situation right. The PA Banking Department went back and forth with representatives for several weeks, being told, " I 'll get back to you tomorrow ... .I 'll look into things and see what we can do ... I will have an answer back to you by XX/XX/XXXX ... '' It is now XX/XX/XXXX and still no answer. I received a form letter from M & T dated XX/XX/XXXX ( it should not have taken 8 days to get here when mail from PA to NY is typically 1-2 days in transit ) stating that I have 10 days ( from XX/XX/XXXX? ) to give M & T the full balance of the loan. I have also tried to harness the assistance of the PA Attorney General 's Office. I received a letter from them dated XX/XX/XXXX stating that M & T has 21 days to reply to them. As of yet, there is still no response. My contact at M & T is a XXXX, my contact at PA Banking & Securities is XXXX and my contact at the PA Attorney General 's Office is XXXX. PLEASE HELP!!

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