Consumer complaint received 2021-12-18
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: M&T BANK CORPORATION (TX)

On XX/XX/XXXX I called M & T Bank to advise on when my mortgage payment would be made. At that time the representative ( I don't recall his name ) started asking questions regards to if I had been impacted by XXXX. I responded letting him know I had XXXX but didn't know and went on to let him know that the antibodies  showed up in some XXXX XXXX completed ( unrelated to XXXX ). He went on to say that I could apply for forbearance. I decided to move forward with the forbearance. Of note I wasn't behind on any payments. Other than receiving a letter confirming the conversation, I received no documents outlining the forbearance and that I would need to pay the money back at the end of the forbearance or decide on modifying the loan. This came in a conversation afterwards wherein a representative indicated the money would need to be paid back in lump sum, spread over the mortgaged or the loan could be modified. 

I also felt harassed throughout the process with the unnecessary monthly follow up calls, sometimes 2-3 times in the month for the same thing wanting an update/follow up even when I was proactive in calling to provide information. Calls are unnecessary during forbearance. For example : On XX/XX/XXXX I received a voicemail from XXXX, I returned the call on the same day spoke with XXXX ; they were checking for status. On XX/XX/XXXX I received another call regarding checking for status from XXXX. I returned the call the same day. I spoke with XXXX XXXX, I asked why are you'll calling me, she advised it was another follow up. I'd informed her I'd spoken with them on XX/XX/XXXX. This occurred every month for the duration of the forbearance. 

I got frustrated and ended the forbearance on XX/XX/XXXX and decided to modify the loan to incorp0ate the payments that I didn't make. The forbearance was to end on XX/XX/XXXX. On XX/XX/XXXX I received a call from XXXX XXXX letting me now the loan modification was approved. He provided the amount of the loan that would be modified {$280000.00}, 360 months or 30 year loan at 3.125 % payment {$2000.00} first payment due XX/XX/XXXX after 3 payments made the account would be out of forbearance and the documents for me to sign should be received in 30 days. On XX/XX/XXXX I had not received any documents. I called and was told the paperwork had been sent. The paperwork hadn't been sent and didn't get sent untl XX/XX/XXXX. This is confirmed by the date stamp the documents were XXXX XXXX XXXX  and received on XX/XX/XXXX. The documents were prepared on XX/XX/XXXX therefore sat on someone's and for 6 days before getting sent on XX/XX/XXXX. The documents were due back by XX/XX/XXXX of which I was informed I'd have 14 days to review and return. I requested an extension ; the call was escalated to get a return call. I made follow up on my request however I never received return call. So that I wouldn't breach what I was to do I returned the documents on XX/XX/XXXX. On XX/XX/XXXX I received a call from XXXX indicated the modification was approved. By this time I'd made my XXXX and XXXX payments and have not made my XXXX payment not to be told on XX/XX/XXXX that the payments will be applied effective XX/XX/XXXX. This process has been very inconsistent, no written confirmations have been sent regarding relevant details. 

I also provided M & T Bank with my tax information so that the escrow analysis would be based on the actual amount vs M & T Bank estimating my taxes. I provided my actual tax amount on XX/XX/XXXX so that my escrow analysis would be ran with the correct amount when I spoke with XXXX and XXXX XXXX and XXXX. None of these representatives updated my account with the information that I provided and as a result my escrow analysis was miscalculated and there was a shortage of {$360.00} and some change. I requested the escrow analysis be reran. For the escrow analysis a letter is sent asking you to choose if you want to pay the overage or spread it over payments over the balance. M & T Bank did not allow me to respond and had spread the amount over the balance before the letter was received. 

On XX/XX/XXXX I called and spoke with XXXX advising I'm following up on my request for the escrow analysis to be reran with the actual tax amount. This had not been completed. I requested to speak with a supv. I spoke with XXXX who informed me he would rerun the analysis. Unknown to me it did get completed however I did not receive a call or notification indicating it was completed and there was a new payment. I learned of this on XX/XX/XXXX because M & T Bank called me at XXXXXXXX XXXX CST. No voice message was left. I returned the call. I spoke with XXXX. I was informed they may have been calling about payment. My payment had already been made on line XX/XX/XXXX ready to post XX/XX/XXXX. When I went online here was a reduced payment of {$2000.00} showing Due XXXX. XXXX informed me the she could see the payment however it was in suspense and had not posted. These are the things that make doing business with M & T frustrating. I also spoke with XXXX about some of what had previously occurred because she didn't understand why the difference in the payment that I made {$2000.00} and {$2000.00} that now shows on the account. XXXX informed my that my process was considered complete XX/XX/XXXX and from this point is when she explained my account would stay in the forbearance department until 2 payments were made. I've made three payments and this is inconsistent to what XXXX XXXX advised on XX/XX/XXXX. 

My escrow account for XXXX had a overage of {$300.00}. I was initially informed that while my account is in forbearance I would not receive it. I don't understand why, when the overage legally goes to the customer. I have inquired about the overage, no one has yet answer my questions regarding the status nor have I received a return my call and I have not received a check. Initially, I was informed that while my account is in forbearance I would not receive the surplus. I was advised, legally this goes to the customer. Of note : when I spoke with XXXX on XX/XX/XXXX she could see the request were escalated but could not provide a reason why my concerns had not been addressed. She also indicated that M & T Bank had more modifications than expected and had recently hired new people. My response to that was, that is not a customer issue.

Throughout the forbearance process representatives of M & T Bank have provided misinformed information and/or have not provided pertinent information at all. Apologies are unaccepted because the representatives should be consistent in providing information and all pertinent information to make an informed decision. There needs to be coaching and training with representatives who were involved with my process and the monthly calls need to stop!