Consumer complaint received 2024-05-03 00:00:00
Product: Mortgage — FHA 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: CA

Complaint narrative:
On XX/XX/XXXX I made a mortgage payment of {$2800.00} into my M & T Bank account number XXXX and after that my financial circumstances were changed completely and I could not make any payments after that. 
On XX/XX/XXXX, I made a call to M & T Bank and instructed the representative of M & T Bank that I do not authorize anybody to operate my account besides me. The call reference as documented in the call records is, XXXX dated XX/XX/XXXX. 
On XX/XX/XXXX I called the bank again and spoke to XXXX ( Employer ID : XXXX ) as I noticed through online login into my bank mortgage account that there has been a deposit of a huge amount of {$21000.00} on XX/XX/XXXX by an unknown person and the most information can be provided is that it came from XXXX and XXXX XXXX XXXX XXXX I requested XXXX to immediately reverse the payment as I did not authorize the payment, I do not know the source ( XXXX illegal activities ). 
After raising my voice on social media network XXXX, I received call from XXXX [ ( XXXX ) XXXX ], who stated that she is not from the department and she is going to convey the message to the concerned department. 
I received another call from XXXX [ ( XXXX ) XXXX ] on XX/XX/XXXX. XXXX XXXX stated that she doe snot know anything about the complaint and later she stated that she has my account number and all the information about the complaint and she is going to do the investigation. How can people just lie like that? 
I did not receive any calls/emails from anywhere. 
I called back the bank on XX/XX/XXXX as it had been over XXXX hours for the investigation of only XXXX illegal transaction of only XXXX account. This time I spoke with XXXX, who told me that the complaint is being taken care by single point of contact department [ Phone number : XXXX ( XXXX ) XXXX ] and she is going to transfer my call to the department. The call was transferred and XXXX from single point of contact department answered the call. XXXX stated that her department is not handling the complaint and in the notes it states that XXXX ( XXXX ) is handling the complaint and he tried to call me on XX/XX/XXXX. I asked her that what type of number he could have called me, XXXX stated that she does not know but it should be XXXX ( XXXX ) number. I told her that I have not received any call today from that type of number. I asked if there is a way to reach out to XXXX XXXX XXXX ) through any contact number or their department, XXXX stated that she does does not know XXXX 's ( XXXX 's ) department. 
XXXX told me that XXXX works only till XXXX ( EST ) and he is gone for the day. XXXX asked me if I would like to request a call back from XXXX XXXX XXXX XXXX at a specific time. I requested for a call from XXXX at XXXX ( XXXX time ) on XX/XX/XXXX. 
As expected, I did not receive the call from XXXX ( XXXX ) on XX/XX/XXXX at XXXX ( PST ). I called the bank again on XX/XX/XXXX at XXXX and this time it was XXXX who was XXXX, rude and arrogant. stated that she does not know anything about the complaint and she is going to transfer the call to XXXX XXXX XXXX XXXX XXXX 's XXXX XXXX  as they are investigating the complaint. XXXX stated her department is not investigating the complaint, it is the the Mortgage Customer Service department and she will transfer the call. XXXX from Mortgage Customer Service Department answered the call and stated that he got briefed by XXXX about the complaint but it is not him or his department who is investigating the complaint. HE told me that in the notation in my account, it states that XXXX tried to call me today at XXXX ( EST ). XXXX stated that he does not have any information about the complaint and my only hope is to call XXXX. 
I had received a missed call and a voicemail message from XXXX during my XXXX minutes call with all the other people. 
At XXXX ( PST ), I called XXXX at the number provided by him ( XXXX ) XXXX. 
XXXX Stated that he is investigating the complaint. During this call we went back and forth, I repeated the complaint and asked the status. 
XXXX stated that the payment in the amount of {$21000.00} was wire transferred by the XXXX and XXXX XXXX XXXX. I raised my question that if he has documents provided by me to authorize the law firm to make the payment? XXXX stated that he does not have such a document on record. I asked him if he has any other document authorizing anybody else, XXXX stated that he does not have any other document either. 
XXXX stated that what is the issue if someone has made the payment and the account is current? I countered his question that if I did not authorize anybody to operate my account then how come the bank allowed this to happen? What type of money this payment is made with, is it extortion money/ransom money/drugs money/or the money earned through any illegal ways? XXXX could not answer the question and stated that they are investigating the complaint. I told him to reverse the payment to the source from where it was made and give me in writing that they have illegally authorized a third party to operate my account. 
XXXX stated that they are investigating the complaint and they will let me know when they have an answer that XXXX be next week or it XXXX take longer. 

Now my questions are : XXXX. Why did the bank illegally allow a third party to make a payment into my account? 
XXXX. Just declaring that the payment came from XXXX and XXXX XXXX XXXX, is not enough. What is the original source of payment. 
XXXX Who did XXXX and XXXX XXXX XXXX XXXX with to make this payment into my account? 
XXXX. Why the bank has not reversed the illegal payment back to the source yet even after I have called and requested multiple times since I found out about the illegal activity?

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