Consumer complaint received 2026-06-12 00:00:00
Product: Debt or credit management — Mortgage modification or foreclosure avoidance
Issue: Problem with customer service — 
Company: M&T BANK CORPORATION
State: CA

Complaint narrative:
I am in foreclosure and have been working diligently to save my home, find employment to support living, and recover. XXXX XXXX XXXX was service provider from XXXX XXXX XXXX for my property XXXX XXXX XXXX XXXX, CA XXXX for last couple of years of the 8 years of me being approved for the Veteran Loan on the property. I am a XXXX XXXX Veteran. I was laid off from employment and participated in class action loss suit for loss of that job that was successful but did not render me employment of that level. I have been doing everything possible from attempting to sale, VA Assume the property for past two years. I had two people wanting to assume the loan and wanted to have a discussion with XXXX XXXX to solve and complete this process but XXXX XXXX would NOT have a discussion with these TWO buyers to assume the property, Until the note was made current. The buyers wanted to understand the assumption process but XXXX XXXX would NOT have the conversation with Buyers who wanted to assume and kept me in foreclosure. Fast forward to last month, I rendered employment verification and requested loan modification from XXXX XXXX with foreclosure deferment and was approved for loan modification XX/XX/year>. I could begin work with continued sustained housing. Letters attached below. From XX/XX/XXXX to XX/XX/XXXX I checked in multiple times weekly for the XXXX modification approval and process. The Online portal XXXX XXXX I verified the Process was in step two ( 2 ) of 5 Steps on XX/XX/XXXX and I thought it was going good, until I received letter of my loan being transferred to M & T Bank ( also XXXX ) was due to be executed on XX/XX/year>. I contacted XXXX XXXX multiple times on final week of XXXX to get update on loan modification as the process remained Step 2 of 5 Steps for 3 weeks before the process of XX/XX/XXXX arrival to M & T Bank I received the letter in the Mail Monday XX/XX/XXXX as the letter was written and dated XX/XX/XXXX informing me M & T was to be my new service provider XX/XX/year> ALL in less than 30 days. I contacted XXXX XXXX for update on XX/XX/XXXX, Thursday to get update and completion of the loan modification. XXXX XXXX ( now XXXX XXXX ) stated they could look at my records but could not give me update on loan modification despite it is NOT XX/XX/year>. I contacted M & T Bank XX/XX/year> and they could not give me any information on the loan modification, but they could take payment on the non modified loan. They could NOT provide any information and stated XXXX XXXX had NOT send information to them. M & T stated the information could ALL be present on Friday XX/XX/XXXX or it will be for sure on Monday XX/XX/XXXX. I contacted M & T Bank on Monday XX/XX/year>. The various tellers switched me around to finally loss mitigation department. NONE were able to process or execute the loan modification detail and stated various comments from ALL the documents from XXXX XXXX will NOT be in their possession till XX/XX/year>. M & T Bank could NOT give details on the loan modification. I contacted XXXX XXXX ( XXXX ) and they pulled up my records but only stated the documents were sent to M & T Bank and stated the loan modification was in their possession. I asked XXXX XXXX if they completed the loan modification process and they repeated it was all with M & T Bank and they will go over the new numbers I was requesting to execute this process. I waited till XX/XX/year> as letter and both agencies stated. XXXX Second I contacted M & T Bank to get the numbers of the loan modification, so I can begin to execute the loan modification on time. M & T Rep stated various things from they had not received the information from XXXX XXXX and as letter stated all would be int he possession. I also shared what the past Reps stated with would be there with them Monday XX/XX/XXXX. Still M & T Bank could not provide me with details of the loan modification approved with XXXX XXXX as told and indicated in the letter. M & T Bank rendered me the loss mitigation number for M & T Bank. I contacted XXXX XXXX ( XXXX ) XX/XX/year> to get update on the process of my loan modification and why M & T has not received it. XXXX XXXX Rep stated it was all with M & T and I was approved for loan modification on XX/XX/year> and they ( M & T ) had till XX/XX/XXXX to give me the information and they XXXX need time to review the file. So I wait to XX/XX/XXXX Today XX/XX/year>, I contacted M & T Bank approx XXXX to receive the loan modification information. M & T Bank Rep answered and had me verify information home address, name etc but could not answer question on loan modification and had to transfer me to loss mitigation. I responded I thought I dialed the number, but he had to transfer me to the department. Which indicates the number was NOT the dept I received. New Rep from Dept responds and proceeds to ask for same information I verified previously, In which I answered. NEW M & T Rep could not, or would state he had the loan modification information and asked if I would like to START OVER the 30 day process again with M & T Bank. Then the M & T Rep stated it could NOT be accepted by M & T Bank. M & T Rep would NOT acknowledge that the XXXX of XXXX and previous Loan modification they received from XXXX XXXX was approved on XX/XX/XXXX and I was awaiting the number. The New REP would not acknowledge nothing other than me starting the process again with M & T and nothing of it being previously approved and it could take another 30-60 days. I said thank you and ended call and immediately called the Veteran 's Association. The VA has been requesting Loan modification communication from both XXXX XXXX and M & T Bank. The VA Rep immediately sent request for update on loan modification to M & T Bank. While VA Rep Asked me questions on this last two week process, He stated he received information from M & T Bank and that they have the loan modification information processed and ready. The VA Rep stated this in his past estimations means they are ready to render me the terms of the loan modification and this should be done in days not weeks so I can execute and correct this longest horrible period of my life. As You can see M & T Bank and XXXX XXXX have been providing false and misleading information that does not match the letter written on XX/XX/XXXX. XXXX XXXX did not complete the loan modification process within the 30 day process as approved and agreed. XX/XX/XXXX written letter has loan modification completion within XX/XX/XXXX approval. XXXX XXXX did not give me 30 days notification of loan transfer and compete the loan modification process within transfer. M & T Bank are not executing the approval of the loan modification in my file with me and XXXX XXXX as of XX/XX/XXXX. XXXX XXXX XXXX is the login online portal and M & T Bank is also sub-servicer with XXXX, which indicates my " FILE '' is in XXXX XXXX and M & T Bank had information as early as XX/XX/XXXX when I initiated contact.

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