Consumer complaint received 2025-11-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: M&T BANK CORPORATION
State: NH

Complaint narrative:
On XX/XX/year> I called M & T Bank to obtain the payoff amount for the note on my travel trailer. I was given the amount and immediately made the payment electronically. Confirmation # XXXX. On XX/XX/XXXX I recontacted the bank as I had not yet received my title. I was informed that I still had an balance due of {$960.00}! With frustration, I made the payment over the phone from my checking account. Check # XXXX. 

On XX/XX/XXXX @ XXXX XXXX, I called the bank back to make sure they had received the payment and the title release was being processed. After ( forgive me ) some " lip service '' from a staff member who told me it takes 5-7 business days and it's being processed and that's all she could tell me. She did not seem at all concerned about the extended delay caused by the mistake the bank had made regarding the wrong payoff amount. I insisted on talking to a manager. The staff member reluctantly transferred me after making it clear that " she's just going to tell you the same thing ''. 
I was transferred to a manager named XXXX. I explained what had transpired up to this point. She told me that she would put in an " urgent '' request to process the title release. I asked if this would make a difference and she said " well it should ''. 

Fast forward to XX/XX/XXXX @ XXXX XXXX, still no title. I called the bank again and spoke to XXXX. Once again I had to elaborate on the entire ordeal up to this point. She confirmed to me that the release had been sent to the Department XXXX XXXX XXXX in NH. I called the XXXX to see if I could expedite matters. After being on an extended hold, the XXXX told me that they don't even have the title there. She explained that NH is a XXXX holder state and that the XXXX holder ( M & T Bank ), has the title and I will just have to contact them to release it. Why didn't M & T Bank know this? 

I checked the mail regularly desperately looking for the title... 
XX/XX/XXXX @ XXXX XXXX. I call M & T Bank yet again. I spoke to a staff member named XXXX. After explaining the entire ordeal once again, same story. All she could tell me is that it is in process and it takes 5-7 business days. 

XX/XX/XXXX @ XXXX XXXX. I again contact M & T Bank and talk to a person named XXXX. I explain the entire ordeal yet again. I request to talk to a manager. After a long hold, I get transferred to a supervisor named XXXX. She was very apologetic and told me that the title had been " released ''. 

Here it is XX/XX/XXXX and I STILL do not have my title to a note that I was told was paid off back on XX/XX/XXXX!!! 

This is becoming a serious problem. My wife and I are on the road full time. We traded in the travel trailer in question for another RV. But because we could not give the dealer the title to the trade-in, they will not give us the title to the new RV. The temporary plate that the dealer put on is going to expire and I can't register the RV that we live in without the title. If the registration expires, we can't move. 

After giving me the wrong payoff amount, how long were they going to let it go? How long would they allow late charges and penalties accrue before someone let me know that it was wrong? 
Words can not describe my frustration with this bank. I don't understand how a bank can operate while being so negligent and irresponsible. I told them that I am not looking to blame, I just need my title! 
I will never do business with this bank again. I want this published so others can be made aware of M & T 's inept practices.

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