Consumer complaint received 2025-11-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: M&T BANK CORPORATION
State: TX

Complaint narrative:
Rebuttal to M & T Banks Response Mishandled Deferment, Improper Handling of Foreclosure Referral, and Unresolved Errors Dear CFPB, I am submitting this rebuttal regarding M & T Banks response ( dated XX/XX/year> ) to my complaint filed on XX/XX/year>. The companys response contains factual inaccuracies and fails to address significant servicing errors that I documented in my initial complaint and Notice of Error. 

XXXX. M & T Bank Received My Deferment Acceptance on XX/XX/XXXX XXXX M & T Bank representatives, on recorded lines, confirmed that M & T received my signed deferment acceptance on XX/XX/year>. 
M & Ts own denial letter was printed and mailed on XX/XX/year>, which aligns with their internal receipt date. 
Despite this, M & Ts CFPB response incorrectly claims they received my document XX/XX/XXXX. 
This discrepancy is critical. I received M & Ts acceptance letter on XX/XX/XXXX, signed and mailed it back on XX/XX/XXXX ( XXXX days later ), and they received it XXXX business days later, on XX/XX/XXXX a perfectly reasonable timeframe. 

XXXX. Recorded Admission That Mailing Appeared Preferred and I Was Penalized for Timely Response During a recorded call on XX/XX/year>, M & T representative XXXX XXXX made the following statements : The deferment instructions read as if mailing it in was the preferred method. 
M & T normally allows XXXX calendar days to receive a response. 
The reason my situation became problematic is because you were so responsive most people miss the deadline and just reapply. 
These admissions confirm that : The mailing method I used was presented as standard and appropriate. 
I was penalized for my prompt and compliant response within the timeframe they typically allow. 
M & Ts internal handling of mail and timelines was the true cause of this issue not borrower negligence. 

XXXX. Improper Handling of Foreclosure Referral and Lack of Timely Notice My mortgage was verbally confirmed by M & T representatives to have been referred to foreclosure on XX/XX/year>. 
However, the only written notice I received was a general risk of foreclosure letter, not a formal notification of referral or filing. 
During a recorded call, an M & T supervisor admitted that I should have received [ the foreclosure notice ] the next day. As of today, no written notice of foreclosure referral has been received. 
This is a serious procedural issue under 12 C.F.R. 1024.41 ( f ), which requires servicers to provide written notice before or immediately after making a foreclosure referral. The absence of timely written notice demonstrates deficient communication practices and ongoing harm to me as a borrower. 

XXXX. Failure to Address My Notice of Error M & T Banks response claims my Notice of Error was not sent to the designated address under Regulation X. This is a technical evasion. 
My Notice of Error clearly identified multiple servicing errors, satisfying 12 C.F.R. 1024.35 ( a ), which obligates the servicer to investigate regardless of minor procedural variations. 
To date, M & T has not substantively responded to the issues identified, including : Denial of deferment despite timely return of documents. 
Failure to provide adequate response time. 
Improper foreclosure referral and insufficient written notice. 
Negative credit reporting and penalties resulting from their mishandling. 
Emotional distress caused by poor communication and inconsistent internal statements. 

XXXX. Ongoing Harm and Unresolved Impact My credit score dropped over XXXX points due to M & Ts delinquency reporting. 
I continue to face financial uncertainty and emotional distress. 
The proposed Trial Period Plan ( TPP ) is not equivalent to the deferment I was approved for and does not remedy the original errors. 
M & T has not corrected, acknowledged, or apologized for their internal handling failures. 

Supporting Evidence Available : M & Ts denial letter printed XX/XX/year>. 
Call logs and summaries from M & T representatives confirming receipt on XX/XX/XXXX, mailing preference, and 14-day response window. 
Notes from supervisor confirming foreclosure referral and missing written notice. 
Proof of credit score impact. 

Thank you for your attention to this matter. I respectfully request CFPBs continued oversight to ensure M & T Bank remedies these errors and complies with applicable consumer protection laws.

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