Consumer complaint received 2026-05-26 00:00:00
Product: Mortgage — FHA 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: NC

Complaint narrative:
The Deed in Lieu process has been pending since XX/XX/2026. We have been waiting for the required inspection and completion of the Deed in Lieu, but the servicer has not provided a clear written timeline or meaningful response. We have made repeated phone calls and sent written communications, but we continue to receive vague responses and are told to wait. During this delay, we remain responsible for utilities, HOA fees, security, maintenance, and travel costs for a house where we no longer live. This has caused financial hardship and significant stress to me and my wife. On XX/XX/2026, I went to the property to check on it. I discovered that the front door lock had been changed and a lockbox had been installed. No notice, vendor card, email, portal message, or explanation was provided before or after the lock change. I later called the mortgage company, and a representative reviewed the account and confirmed that the company sent a locksmith to the property to change the lock and install the lockbox so the inspector could access the property. The representative said this was normal procedure. I explained that the Deed in XXXX has not been completed, title has not transferred, and nothing has been recorded with the XXXX XXXX XXXX of Deeds. To my knowledge, we are still the owners of the property. When I entered the property through the garage using my garage opener, I found that the door from the garage into the house had been left open. I always keep that door locked for security. I also found an empty box and trash left inside the entrance of the house. I sent written emails requesting information about who authorized the lock change, who the vendor was, the work order number, the lockbox code, whether the inspection was completed, and who is currently responsible for the file. I also requested the name of the department or person responsible for scheduling the inspection. I received a response from the Deed in Lieu contact stating that after DIL approval, the file was transferred to another department and that I should contact the XXXX department or XXXX XXXX XXXX. I then emailed the XXXX XXXX Department as instructed. On XX/XX/2026, I called again and spoke with a representative approximately XXXX minutes before preparing this complaint. The representative told me that I have to wait and refused or failed to provide the name of the person or department in charge of scheduling the inspection or handling the file now. I am asking for assistance because the servicer is not providing clear information, is not responding properly in writing, and has allowed a vendor to enter and change the lock on a property that has not transferred to the bank to my knowledge.

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