Consumer complaint received 2024-03-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: M&T BANK CORPORATION
State: FL

Complaint narrative:
I'm a XXXX XXXXXXXX XXXX. I am highly upset with the mishandling of my Escrow refund ( which I have not received yet ) and the blatant disregard of how this has/is impacting me. 

1. I sold my on XX/XX/XXXX. 

2. After not receiving my Escrow refund check within 45 days after closing, I called XXXX M & T Bank  customer care and updated my forwarding address. The associate told me the check was sent to the address of the property I sold. Then, the associate assured me that the first check had been canceled, my account was updated with my NEW MAILING address, a new check would be requested and I would receive the new ( 2nd ) check within the next 45 days.

3. XX/XX/XXXX another 45 days later, I called M & T Bank customer care and again I spoke to an associate about not receiving my Escrow refund for the second time. The associate stated my refund was sent to the CORRECT ADDRESS ( my NEW mailing address ). I asked to have the 2nd check canceled due to not receiving it. When asked, the associate stated that I could not have my refund expedited by XXXX and I would have to wait for the ( 3rd ) new check to be mailed out within the next 45 days. I told her I wanted to speak to a manager. 

A ) A Supervisor took over the call and confirmed that my SECOND check was INDEED mailed to the WRONG address. AFTER I called and updated my NEW MAILING address on XX/XX/XXXX. Then, the supervisor asked me to trust her that a ( 3rd ) new check would be ordered and sent asap to my NEW mailing address. The supervisor couldn't give me a timeline when I asked for my refund to be sent to me expeditiously by XXXX. I asked for a manager and was put on hold. The supervisor got back on the line and stated that she had explained everything to her Manager XXXX. 

B ) Manager XXXX got on the line and stated, " I was told you have a question ''. I replied, no I don't have a question, why would you ask me that after your supervisor just told me she explained everything about this situation to you? XXXX said, yes, she did that's why I'm asking if you have a question? I'm trying to help you. I told XXXX, his team dropped the ball. I'm supposed to receive my Escrow refund within 20 days after closing the sale of my home. I told him, I did my part as the consumer and made M & T Bank aware of my NEW mailing address and as a result I never received the first check nor the second check and Im requesting a third replacement check. I told XXXX that I was assured by an M & T Bank associate that my NEW MAILING address was updated and the new ( 2nd ) check would be sent to my NEW UPDATED mailing address. I also told him that the supervisor admitted that the check was sent to the WRONG address and asked me to trust her. Then, she couldn't give me a timeline on expediting my refund to me via XXXX. XXXX stated the address wasn't updated until after the check was mailed out. I said to XXXX, Lets be clear, I updated and verified my NEW MAILING ADDRESS with your associate BEFORE both checks were mailed out, its your team that dropped the ball, XXXXm not gon na let you BLAME ME for M & T Banks mishandling of my ESCROW REFUND, I sold the house, informed M & T Bank of my new address and my check was mailed to the sold property. Then, I called M & T Bank to inform you all that I hadn't received my Escrow refund, updated my NEW MAILING address AGAIN, was assured by your rep. that I would be receiving my new ( 2nd ) check within 45 days AGAIN and my ( 2nd ) check was mailed to the WRONG ADDRESS AGAIN. Then, I told XXXX that he didn't do any research. XXXX stated that he didn't have to do any research for this. I told XXXX that as manager he should be calling his peers or superiors to see if there's anyway he could get this situation handled and expidite my Escrow refund by sending it to me early next week via XXXX, DUE TO the NEGLIGENCE of M & T Bank sending my Escrow refund to the wrong address TWICE. XXXX said, all he could do was cancel the check, resend it out a new ( 3rd ) check, it wont be XXXX and he still couldnt give me a timeline of when I would receive the new ( 3rd ) check. I told him that was NOT sufficient.

DUE to M & T Banks negligence and blatant disregard for customer impact, I haven't received my Escrow refund on a property that was PAID IN FULL and CLOSED on XX/XX/XXXX. 

NO-ONE tried to solve this matter expeditiously. Everyone kept saying, '' I can't give you a timeline or if it's gon na be expeditious, we can only request a new check be sent out to you. '' I have been very patient with M & T Bank waiting over 65days, emailing and making numerous calls to M & T Bank customer care for my Escrow refund that is outside the 20 day after close limit. 

XXXX XXXX, XXXX XXXX Retired )

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