Consumer complaint received 2026-04-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: M&T BANK CORPORATION
State: SC

Complaint narrative:
I am filing this complaint because the companies involved have failed to provide required servicing records, have given contradictory information about ownership of my VA mortgage, and are missing more than a decade of payment history that federal law requires them to maintain and transfer. According to M & T Bank, they began servicing my loan on or around XX/XX/XXXX. However, when I log into my M & T Bank online account, the earliest available mortgage statement is from XX/XX/XXXX. There are no statements, no payment history, no escrow records, and no tax documents for the years XXXX through XXXX. This missing period is significant because it covers the exact years when : XXXX XXXX XXXX allegedly originated, serviced, and later paid off earlier versions of the loan ( XXXX, XXXX, XXXX ). XXXX XXXX XXXXXXXX allegedly transferred or assigned the loan. M & T Bank allegedly began servicing the loan. XXXX XXXX XXXX allegedly became the owner/creditor. The XXXX Assignment of Mortgage was executed. Required RESPA Hello/Goodbye transfer notices should have been issued. The complete servicing file should have been transferred. Under RESPA 1024.38 ( b ) ( 1 ) ( i ), a servicer must maintain accurate and complete servicing files, including a complete payment history. Under RESPA 1024.33 ( b ) ( 4 ), a new servicer must receive all information and documents relating to the servicing of the mortgage loan. If this loan truly originated before XXXX, then the servicer is required to have the full XXXX history. The fact that M & T Banks system contains none of these records indicates that the servicing transfer was incomplete, defective, or never occurred as claimed. I requested the following information from the companies : Full payment history from the original loan date through present All monthly statements from XXXX All escrow records from XXXX All servicing notes and account activity logs All transfer/boarding records between XXXX XXXX XXXXXXXX , M & T Bank , and XXXX A copy of the original promissory Note and allonges A complete chain of title and assignments MERS registration and milestone history Identification of the current owner/creditor under TILA 1641 ( f ) Copies of all required RESPA transfer notices under RESPA 2605 ( b ) ( c ) The companies did not provide the missing payment history, the Note, the chain of title, or consistent ownership information. Instead, I received contradictory statements from XXXX XXXX XXXX XXXX M & T Bank, and XXXX XXXX XXXX about who owns the loan and when it was transferred. These failures violate : RESPA 1024.35 ( b ) ( 1 ) failure to correct servicing errors RESPA 1024.36 ( d ) failure to provide requested information RESPA 1024.33 ( b ) failure to provide transfer notices RESPA 1024.38 ( b ) ( 1 ) ( i ) failure to maintain servicing records TILA 1641 ( f ) failure to identify the creditor UDAAP ( 12 U.S.C. 5531 & 5536 ) deceptive and abusive servicing practices FDCPA 1692e & 1692f ( if XXXX is acting as a debt collector ) Additionally, when I log into my M & T Bank account, I am redirected to a XXXX XXXX by XXXX XXXX that assigns a different loan number and requires me to create a new profile. This suggests a servicing transfer occurred without proper notice, and without providing the required documentation. Because of the missing records, contradictory ownership claims, and failure to provide required information, I can not verify the accuracy of the loan, the validity of the assignment, or the legitimacy of the current servicer or owner. I am requesting CFPB assistance to obtain the complete servicing file, the full payment history, the Note, the chain of title, and clarification of who legally owns this loan.

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