Consumer complaint received 2023-11-01
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: M&T BANK CORPORATION (NY)

I applied for a refi loan online @ M & T bank on XXXX XXXX, XXXX. 
XXXX XXXX, XXXX, received email to review Application package stating, these documents contain important information related to my loan and should be reviewed promptly and carefully for accuracy. 
All requested documents, XXXX XXXX XXXX, XXXX & 2 year tax returns were sent to XXXX. 
XXXX XXXX aprox. date. Phone call from XXXX XXXX requesting recent paystubs. 
XXXX XXXX, XXXX  Received phone call from XXXX requesting recent paystubs. XXXX sent to her. 
XXXX XXXX, XXXX  XXXX sent to XXXX XXXX. 
XXXX XXXX email from XXXX XXXX : Good news, loan application package has been sent to our processing team. 
XXXX, XXXX, Request from XXXX XXXX for XXXX, Pension, XXXX XXXX 2 year Tax returns. I stated that those items were sent in XXXX. 
XXXX XXXX, XXXX  Second time resending requested documents. Requested confirmation of received documents. 
Confirmation of received documents from XXXX XXXX. 
XXXX XXXX, XXXX, letter on Bank loan portal from XXXX XXXX : Your mortgage interest rate lock expires on : XX/XX/2023. 
XXXX XXXX, Letter on Bank loan portal from XXXX XXXX, XXXX XXXX : Dear Borrower ...... etc. Attached please find copy of property valuation ( XXXX ) obtained by M & T Bank. 
XXXX XXXX, XXXX  Email to XXXX XXXX stating I have not heard anything on progression of loan. 
XXXX XXXX replied I will reach out to the processors. 
Reply from XXXX XXXX : The loan was withdrawn on XXXX XXXX, XXXX, etc. 
XXXX XXXX, XXXX  Email to XXXX XXXX & XXXX, Chain and timeline of events. 
XXXX XXXX, XXXX XXXX received phone call from XXXX XXXX of M & T bank. XXXX XXXX stated that my loan was not approved because of the XXXX rear bedrooms had bare floors where carpet had been removed. I explained that I was going to install wood flooring. He then stated that I would have to have the flooring installed and then pay for the XXXX to return. I then said to him that I had no problem doing the flooring but I was not going to come out of my pocket with any other funds due to someone's negligence. He then stated that he ( I'm guessing he meant M & T bank ) would pay for half of the appraisal. 
XXXX XXXX email from XXXX XXXX, Your loan is moving right along, etc. 
XXXX XXXX, XXXX  email from XXXX XXXX, Congratulations, your loan is approved, etc. 
XXXX XXXX, XXXX, Bank loan portal : Welcome back XXXX, Your loan XXXX. 
XXXX XXXX, XXXX  XXXX on Bank loan portal : Dear XXXX, XXXX is attached. 
XXXX XXXX, XXXX  Bank Loan portal : Changes have been made to the Supplemental Terms and Conditions Sheet of your commitment letter, which is attached. 
Only XXXX item is checked with a red X. 
XXXX XXXX, XXXX, email from XXXX ( attached ) XXXX XXXX, XXXX, XXXX on portal ; Supplemental Terms and Conditions with XXXX ( XXXX ) items checked with red X of required documents. 
XXXX XXXX I answered with documentation or responses to all XXXX ( XXXX ) checked items. Sent documents to : XXXX, XXXX, XXXX, XXXX, and XXXX. 
XXXX XXXX, XXXX, XXXX  XXXX XXXX : Interest rate lock expiration date is XXXX XXXX, XXXX.