Consumer complaint received 2026-03-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: M&T BANK CORPORATION
State: IL

Complaint narrative:
I am filing a complaint regarding delays by M & T Bank in releasing insurance claim funds needed for repairs to my property. My property experienced significant damage affecting XXXX kitchens, a basement area, and a hallway, with total damages exceeding {$15000.00}. My insurance company issued funds related to this claim, and the insurance check was sent to M & T Bank as the mortgage holder so that it could be endorsed and repair funds released. M & T Bank has had the insurance funds and required documentation for more than XXXX weeks. During this time, I have contacted the bank repeatedly, approximately XXXX to XXXX times per week, requesting updates on the status of the funds. Each time I call, I receive different information and timelines such as XXXX hours, several days, or XXXX days, yet the repair funds have not been released. An inspection of the property has already been completed. However, instead of releasing the repair funds, M & T Bank continues to delay the process and has even scheduled additional inspections while refusing to provide a clear timeline or escalation contact. The bank did release approximately {$2100.00} related to personal property ( appliances ) that my insurance company included on the check. However, it took XXXX weeks for this amount to be released. When I requested an itemized explanation of what the payment represented, no representative could provide a clear answer or breakdown of the amount. I even requested that a representative review prior calls, and I recorded XXXX of the conversations because I was unable to obtain clear information regarding the payment. My insurance company issued approximately {$3500.00} for personal property, but I was forced to use those funds to pay my contractor in order to keep repairs moving because M & T Bank has not released the repair funds needed for the project. In total, I have now paid more than {$6000.00} out of pocket for materials, appliances, and supplies in order to begin repairs and maintain safe living conditions for my tenants while waiting for the insurance funds to be released. Because of the delay, the XXXX kitchens in the building have been unusable for approximately XXXX weeks, significantly impacting my tenants. I have had to discount rent and address tenant complaints about the lack of functioning kitchens, and some tenants have expressed that they may terminate their leases due to the ongoing situation. I am also a XXXX XXXX, and I have had to remain home to coordinate repairs, inspections, and contractor work because of these delays. As a result, I have missed more than XXXX weeks of work and income while trying to resolve this issue. The continued delays have now caused significant financial hardship. I have exhausted my personal funds trying to maintain the property and keep my tenants in place. As a result, I am now at risk of being unable to make my mortgage payment on time, and my contractor can not continue work without payment because the repair funds are still being held by M & T Bank. Despite multiple requests, representatives have not provided a clear timeline for releasing the remaining funds or contact information for a supervisor or corporate escalation department. I am requesting that M & T Bank immediately release the remaining insurance repair funds so that repairs can proceed and my tenants living conditions can be restored.

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