Consumer complaint received 2020-08-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Lender trying to repossess or disable the vehicle
Company: M&T BANK CORPORATION
State: VA

Complaint narrative:
Due to Covid-19 we applied for hardship assistance with M and T Bank ( MTB.COM ), for our car loan. 

We received approval for our COVID-19 hardship assistance via email on XX/XX/2020. 

The email stated : Thank you for submitting a COVID19 Hardship Assistance request. 
If you have a personal loan or line of credit : We will waive late fees charged or assessed between XX/XX/XXXX and XX/XX/XXXX, XXXX1 and will suspend credit reporting for any delinquencies occurring now through the end of XX/XX/2020 2. If you are able, we encourage you to continue to make payments, even if partial, on your account ( s ). An M & T representative will contact you regarding available options for assistance, including loan extensions and waivers of delinquency options to help bring your account current. 

Good news right?! 

On XX/XX/2020, I walked outside and noticed our car was gone. I called MTB and asked if they had repossessed our car? Or was in stolen out of our driveway? 

Over 3 hours on the phone. M and T would not answer me whether they repossessed our car. They would say, let me transfer you to that department. Long wait, then back to the same menu. Oh that's not our department, let me transfer you. I just really wanted to know if our car was stolen, since we had already been approved for the COVID-19 hardship! 

Finally, I was transferred to the Repo Department. The person I spoke with said the car was repossessed due to it being 90+ days late on the payments. She said that MTB.com HAS  REPORTED OUR LATE PAYMENTS, AND THAT OUR CAR WAS REPOSSESSED TO ALL THREE CREDIT BUREAU 'S. 

She looked up our account in her and her computer said " system '' under whether we applied for the hardship. She asked if I had copies/proof. I told her that I'm pretty sure that I did, but that I'd have to find it. 

She gave me the total amount I owed, plus the late fees. She tried to get in touch with the REPO AGENT to see how much the REPO fee 's would be for them to release the car back to me. She asked me to call her the follow day, Tuesday XX/XX/2020 around XXXX to see if she found out the fee amount for the REPO. 

After hanging up with the REPO agent on Tuesday evening, I found the email stating we were approved. I called her back, I have her extension, and left her a voice mail message. I also forwarded her the email stating our COVID-19 HARDSHIP APPROVAL. I told her I would try calling her back tomorrow morning. 

I called again and left a voice message for the REPO agent XXXX on XX/XX/2020. No return call. 

I called on XX/XX/2020 at XXXX and left another voice message. She returned the call at XXXX. The call dropped when I picked up. She called back at XXXX. It was very difficult to hear her on her cell phone. She told me she was referring me to her supervisor. She gave me her supervisors name, and transferred me. 

I left a voice message with the REPO SUPERVISOR around XXXX on Wednesday, XX/XX/2020. 

I have not heard from anyone at M and T bank since I left that voice message on Wednesday, XX/XX/2020. 

Today is Wednesday, XX/XX/2020. This morning I picked up a certified from MTB Bank. The letter is dated XX/XX/2020 but I just received it today. That's 8 days since they mailed the letter! 

The letter states that M and T Bank will be selling our car by XX/XX/2020! 

It states that I need to pay upwards of {$2000.00} to get the car back. Plus additional fee 's I'm sure. 

All of my personal and work stuff is in my car. M and T Bank reported us to all three credit bureau 's despite the fact that we are approved for the Covid-19 hardship! I checked M AND T 'S website, and they still have not taken off any of the late fees. 

We were approved in XXXX. It is now XX/XX/2020. 

Please help. 

Thank you.

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 monetary relief