Consumer complaint received 2025-11-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Lien release
Company: M&T BANK CORPORATION
State: TX

Complaint narrative:
Please refer to Complaint ID XXXX submitted on XX/XX/XXXX. 

In XX/XX/XXXX, Hurricane Beryl impacted the XXXXXX/XX/XXXX metropolitan area, resulting in a power outage that lasted for ten days and necessitated my temporary evacuation from my home. In XX/XX/XXXX, I requested assistance from M & T Bank, my mortgage servicer, specifically seeking a one-month mortgage payment skip. Please refer to Complaint ID XXXX for detailed information ; this complaint was resolved with M & T Bank correcting an error in their credit reporting. 

My initial request for a one-month forbearance extended over several months, culminating in a completed loan modification in XX/XX/XXXX. During this process, I was informed that I owed an approximate amount of {$16000.00}. I was given two options : to pay this amount immediately or to proceed with a loan modification offered by M & T Bank. The process to finalize the loan modification took approximately six months, during which M & T Bank did not retain records of phone conversations, offers, or agreements. In XX/XX/XXXX, after multiple discussions, I received a final agreement with a manageable monthly payment. Based on recorded conversations, I understood that the estimated {$16000.00} would be added to my mortgage through the modification, requiring refinancing, and that I would receive the necessary documentation to sign. Despite numerous attempts to resolve the paused payments, the process was prolonged, and payments remained unresolved. As detailed in Complaint ID XXXX, M & T Bank corrected an error on my credit report related to this matter. 

In XX/XX/XXXX, as I was preparing to relocate and begin seeking a new home, my real estate agent discovered a second lien on my property for {$77000.00}, associated with the loan modification. This second lien was never disclosed during any of my recorded conversations with M & T Bank, nor was I informed that failure to pay the estimated {$16000.00} immediately would result in the placement of this lien. Had I been aware of this, I would have arranged to pay the amount up front to prevent the lien. Currently, this second lien does not appear on my credit report, which I monitor regularly to ensure accuracy.

This undisclosed lien appears to be deceptive and was never communicated to me during my interactions with M & T Bank on recorded lines. 

I respectfully request that this lien be removed. I am prepared to pay the estimated {$16000.00} to resolve the associated forbearance issues. For transparency, I initially requested a one-month forbearance in XX/XX/XXXX, but M & T Bank advised me to utilize disaster relief options. After this period, I was unable to reinstate my payments until XX/XX/XXXX, despite ongoing requests starting in XX/XX/XXXX. 

All my communications with M & T Bank are recorded, and I request that these recordings be provided and reviewed to uncover any misrepresentations or deception related to this matter.

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