Consumer complaint received 2026-07-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: M&T BANK CORPORATION
State: TN

Complaint narrative:
M & T Bank, my mortgage servicer, failed to pay my homeowners insurance premium out of my escrow account, allowed my policy to lapse into cancellation status, gave me false assurances that payment had been made, and forced me to pay out of my own pocket to keep my home insured despite the fact that I have paid into escrow faithfully since XXXX and my mortgage is current. Timeline of events : On or about XX/XX/XXXX, my insurer, XXXX XXXXXXXX XXXX XXXX, mailed M & T Bank notice that my homeowners insurance premium was due XX/XX/XXXX. M & T did not pay. On XX/XX/XXXX, XXXX XXXX sent M & T a SECOND AND FINAL notice stating the policy would cancel XX/XX/XXXX if payment was not received. M & T still did not pay. On XX/XX/XXXX, XXXX XXXX called me directly to warn me my coverage was about to cancel. I immediately called M & T. A representative assured me she had contacted XXXX XXXXXXXX XXXX home office and had PAID THE BALANCE IN FULL BY CREDIT CARD that same day. That statement was false. On XX/XX/XXXX, XXXX XXXX called me again : no payment had been received. My policy was set to fully cancel XX/XX/XXXX. On XX/XX/XXXX, I held a three-way call with M & T and XXXX XXXX XXXX M & T then changed its story, saying payment would be sent by electronic check, which could take days with no proof of payment provided. XXXX XXXX told me they did not believe payment would arrive in time and that at XXXX that night heading into a weekend my home and property would be completely uninsured. To prevent my home of 21 years from sitting uninsured, I was forced to pay approximately {$300.00} of my own money by credit card for one month of emergency coverage through end of XXXX. Money I had already paid to M & T through escrow for this exact purpose. On XX/XX/XXXX, XXXX XXXX contacted me AGAIN : M & T STILL has not paid the premium. I called M & T, was placed on hold for 1 hour and 37 minutes attempting to reach a supervisor about this urgent matter, and was ultimately told no supervisor was available and someone " might '' call me back within 48 hours. As of today, my permanent coverage remains unpaid. Under RESPA, 12 CFR 1024.17 ( k ), a servicer that maintains an escrow account MUST make insurance disbursements on time. M & T violated this obligation, then misrepresented to me a customer of 21 years that payment had been made when it had not. Had I not had {$300.00} available, my home would have been completely uninsured. If a fire, storm, or other disaster had occurred during the lapse M & T caused, I would have faced total loss with no coverage, through no fault of my own. I am requesting : ( XXXX ) immediate payment of the full annual premium to XXXX XXXXXXXX XXXX XXXX with proof of payment provided to me ; ( XXXX ) full reimbursement of the approximately {$300.00} I paid out of pocket ; ( XXXX ) reimbursement of any fees, penalties, or premium increases resulting from the lapse M & T caused ; ( XXXX ) written confirmation that my escrow account is corrected ; and ( XXXX ) an explanation of why I was falsely told on XX/XX/XXXX that payment had been made by credit card when it had not.

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 non-monetary relief