Consumer complaint received 2025-06-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: M&T BANK CORPORATION
State: NJ

Complaint narrative:
I would like to file a complaint against XXXX XXXX ( NMLS # XXXX ) at M & T Bank and request a reimbursement of {$3000.00} fees paid during closing ( honoring the {$2200.00} lender credit in quote and refunding {$760.00} rate lock extension fee not previously disclosed ). She has provided me with multiple false statements and refused to disclose all fees and credits details during our mortgage application and closing process ( XXXX ID XXXX ). 

On XX/XX/XXXX, XXXX XXXX ( NMLS # XXXX ) at M & T Bank provided me with a 5-Year ARM mortgage quote with a lender credit of {$2200.00} ( attachment XXXX ). XXXX also confirmed this credit in her XX/XX/XXXX email ( attachment 2 ) however she never disclosed any details and/or validity of this lender credit. 

On XX/XX/XXXX, I officially applied for the mortgage with XXXX XXXX and locked the rate. She did not inform me any changes in the lender credit from the quote or any associated rate lock extension fees. 

On XX/XX/XXXX, we received the application package for our signatures and spoke with XXXX over the phone regarding a few errors on the loan estimates she made. One question was that the lender credit was reduced from {$2200.00} to {$760.00} without prior disclosure. She did not tell me why the credit was reduced and said that we could sign the application first and she would correct the errors later. We signed the loan application at her request. 

The lender credit was reduced from {$2200.00} to {$760.00} in the loan packages dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I asked XXXX on the following dates why the lender credit was reduced from {$2200.00} to {$760.00} and received false and conflicting answers. 

On XX/XX/XXXX, I responded to the lenders survey and states my concerns with XXXX on communications and professionalism. XXXX XXXX contacted me with phone and I expressed the same concerns with him but my experience did not get any better after this survey and phone call. 

On XX/XX/XXXX, she said in her email ( attachment XXXX ) that I believe the credit was reduced when we extended the XXXX, due to not closing, as yet. As a licensed profession, XXXX XXXX is providing obviously false information as we did not request any extensions on or before this date and she obviously provided false information. 
On XX/XX/XXXX, she said in her email ( attachment XXXX ) that Happened during processing and so we will have to look into this. 

On XX/XX/XXXX, she said in her email ( attachment XXXX ) that I believe it was due to Taxes. As they are preparing closing documents, actual numbers came in where we just had estimates before. 

The lender credit was reduced from {$2200.00} to {$0.00} in the loan packages dated XX/XX/XXXX and XX/XX/XXXX. I asked XXXX on the following dates why the lender credit was reduced to zero and received false and conflicting answers. 

On XX/XX/XXXX, she said in her email ( attachment XXXX ) that the credits you saw on the Application have been misused out by items that have taken place during processing. 
On XX/XX/XXXX, she said in her email ( attachment XXXX ) that Yes, as I mentioned there are changes that take place during the process, I am not a processor so I do not have an answer for every item. 

On XX/XX/XXXX, she said in her email ( attachment XXXX ) that You applied XX/XX/XXXX and signed your LE. There never was a credit on you XXXX. As a licensed profession, XXXX XXXX is providing obviously false information as the credit on the application ( attachment XXXX ) is {$760.00}. 

On XX/XX/XXXX, she said in her email ( attachment XXXX ) that You would have had to apply on that day, XX/XX/XXXX to receive those figures. 

We were charged {$760.00} of rate lock extension fee during closing. However, in two of my emails dated XX/XX/XXXX ( attachments XXXX and XXXX ), I asked twice if there was any extension fee before making the extension decision and three team members including XXXX XXXX from M & T Bank were copied on those emails. But no one disclosed that there is a rate extension fee of {$760.00}.

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