Consumer complaint received 2026-03-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: M&T BANK CORPORATION
State: TX

Complaint narrative:
I am submitting this complaint regarding escrow mismanagement, negligence, and internal servicing errors involving my mortgage loan, which is owned by XXXX XXXX and currently serviced by M & T Bank. Loan Transfer and Initial Error ( XXXX ) In XXXX, my mortgage loan servicing was transferred from XXXX XXXX XXXX to XXXX XXXX. During this transfer, an internal error occurred within XXXX system that resulted in two of my three hazard insurance policies being removed from escrow without my authorization or knowledge. My property consists of three insured structures on a single parcel, each with its own insurance policy. These policies had been properly maintained under the previous servicer, XXXX. At no point during the transfer did XXXX : Contact me to verify whether the policies should be removed Notify me that policies had been dropped Request clarification regarding the multiple-policy structure on the property The removal of these policies occurred through internal error and miscommunication within XXXX, not through any action on my part. Escrow Shortage Discovered ( XXXX ) In XXXX, servicing of my mortgage was transferred again, this time to M & T Bank. After the transfer, M & T performed an escrow analysis and informed me that my account had a {$6600.00} escrow shortage. This shortage was attributed to : The two hazard insurance policies that XXXX had improperly removed from escrow An additional claim that XXXX had overpaid me for a property tax exemption These issues resulted entirely from internal servicing errors and system mismanagement between the servicers. I had no role in causing these discrepancies. Despite this, I was informed that the shortage would have to be repaid over 2436 months, creating financial hardship for me. New Escrow Shortage and Ongoing Errors ( XXXX ) On XX/XX/XXXX, I contacted M & T Bank regarding another escrow shortage that was scheduled to begin on XX/XX/XXXX. To help resolve the issue, I arranged for my insurance agent from * * XXXX, XXXX XXXX, and his associate to contact M & T Banks hazard insurance department and escrow department directly. During this conversation, it was determined that : M & T Banks system does not properly handle multiple insurance policies for multiple structures on a single parcel This limitation caused the same insurance policy to be billed twice, creating an inaccurate escrow calculation The issue was documented and escalated to M & T Banks Research Department for further investigation. I was told that I would be contacted once the research was completed. I provided both my phone number and email. However, I was never contacted. Continued Communication Failures Since XX/XX/XXXX, I have called M & T Bank multiple times attempting to obtain updates or resolution. During these calls : Several representatives could not locate or access the notes from the XX/XX/XXXX investigation Other representatives opened new research cases because the original notes were inaccessible I received inconsistent explanations regarding the status of the issue On XX/XX/XXXX, I spoke with Senior Representative XXXX XXXX, who acknowledged the situation but stated he needed additional time to address it. When I followed up on XX/XX/XXXX, I spoke with : XXXX from the Insurance Department XXXX from the Escrow Department Both representatives stated that they had more experience than the previous representative and indicated that no changes were likely to occur because the account appeared correct in their systems. However, they also confirmed that : The insurance system and escrow system operate independently Even if the Research Department finds an error, the resolution does not automatically update both systems This internal system disconnect appears to be contributing to the ongoing miscalculations and lack of resolution. Additional Documentation Error I have also received my XXXX Form XXXX mortgage tax statement from XXXX XXXX, and it lists a persons name that is not associated with my loan. This raises further concerns regarding record accuracy and internal data management on my account. Impact The ongoing negligence, internal errors, and lack of coordination between XXXX XXXX and M & T Bank have caused : Significant financial hardship Continuous escrow miscalculations Repeated administrative errors A lack of communication and accountability Despite multiple attempts to resolve these issues directly with the servicer, I have received no meaningful resolution. As a XXXX United States XXXX XXXX Veteran, I believe the handling of my account falls well below the standards expected of a federally regulated financial institution.

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