Consumer complaint received 2025-08-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: M&T BANK CORPORATION
State: TX

Complaint narrative:
This complaint is in reference to our ongoing, XXXX year dispute with M & T Bank regarding their negligent, deceptive, and bad-faith handling of our mortgage workout applications.

Over this prolonged period, M & T Bank has repeatedly delayed, mishandled, and misrepresented our case, effectively holding the property hostage and draining over {$100000.00} in equity. Their actions appear to be deliberate attempts to find technicalities to deny our applications, despite our consistent efforts to comply with every stated requirement. 

The most recent incident occurred in XXXXXXXX XXXX : In XX/XX/year>, XXXX XXXX XXXX  denied our latest workout package, claiming we could not afford the home financiallydespite the fact that their prolonged mishandling has caused the equity loss that now impacts affordability. 

To address this concern, we provided notarized pledge letters from my mother, my adult daughter, and ( if needed ) my military veteran father, confirming they would contribute directly toward the mortgage to ensure all payments were made. This resolved the stated financial objection. 

We submitted the complete workout package with these letters on XX/XX/year>. M & Ts own booklet states applications are to be reviewed within 5 business days.

We heard nothing within 5 days. Every update required us to call M & Tthey never proactively contacted us. 

On XX/XX/XXXX, after repeated follow-ups, we were told the application was reviewed but XXXX form appeared not to have a wet signature. This was falsethe form was signed in ink but scanned, creating a pixelated image. 

We promptly re-signed the form and resubmitted the document in question on XX/XX/year>. Again, their stated review time is XXXX business days. Again, no proactive contact from M & T. 

On XX/XX/year>, we received a letter stating the application was incomplete and that they had been trying to reach us via telephone. This is entirely untrue. M & T never attempted to call us, and the only previously noted issue had been resolved 8 days earlier. 

This is part of a pattern of conduct : Multiple denials for clerical or fabricated errors. 

Failure to communicate within their own stated timelines. 

Requiring us to chase status updates while refusing to provide substantive answers. 

Making false statements in writing about attempts to contact us. 

M & Ts repeated obstruction has : Prevented resolution for over 5 years.

Caused significant financial harm ( over {$100000.00} in lost equity ).

Created emotional distress for our family.

Appeared calculated to force foreclosure and seize the property under false pretenses.

We request that the CFPB investigate M & T Banks conduct in this matter for : Bad-faith handling of loss mitigation applications.

Failure to follow their own published timelines and regulatory requirements. 

Misrepresentation and false statements regarding communications and application status. 

Pattern of negligence that has directly harmed the estate and the heirs. 

We also request that M & T Bank be compelled to immediately and in good faith process our complete workout application as submitted on XX/XX/year>, without further fabricated obstacles.

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