Consumer complaint received 2024-07-07 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: NJ

Complaint narrative:
I first had issues with this whole process back in XX/XX/year>. I was initially told that I was going to be submitted for a partial claim, which would put a 0 % interest loan on the back of my mortgage from HUD. From there, it was never disclosed that I would no longer be able to take advantage of some of the other options that were afforded to me, which were the state XXXX relief funds, which means that I no longer qualified for almost {$50000.00} in forgiveness. To add insult to injury, I then received paperwork to sign, and I sent it back and was told that payments would most likely resume in XXXX but to not make any payments until I heard back because if I did, it would go towards the balance that was going to be put into the partial claim. I had mentioned that I already was willing to make a payment and I was told to wait. I have images and video of me trying to make a payment in XXXX but I did not hear back from anyone and nor could I make a payment online. I spoke to someone then in XXXX ( around the XXXX ) in which I was told by the woman that I was XXXX months delinquent and that I needed to make a payment and that it would reflect on my credit report. I immediately asked her why I was being told that I was delinquent when I have proof of me trying to make payments and I could not make payments on their site and she stated that I had to use other forms to make the payment not the traditional form of payment that I normally made which no one informed me about until this very call. She then said that there was no way for anybody to review the late payments and that unfortunately, what's done is done. I then spoke to a supervisor who stated the same and was extremely callous and the least bit empathetic to the fact that I was told the improper information by the last couple of representatives since XXXX. Mind you again this is now the beginning of XXXX. The gentleman kept cutting me off and kept saying you need to make your payments. If you don't make your payments it gets reported and that's where we are and then he continued questioning, whether or not I received the documents that I signed I even said to him that I reviewed those documents, and it didn't state what he is stating - at least that I have- in which payments are to begin in XXXX, even though there was nowhere for me to do so online. I told them that they need to review this - I then get a call about a week later, and spoke to an extremely empathetic kind, and competent person who took over XXXX hours to go over everything with me and let me know that if I made the payments that I would be OK in terms of not being reported since I was a forbearance so from there, I scheduled the payments for XXXX and XXXX and I said that I wanted to make sure that we were good. then get a call the following week after the XXXX in which I spoke to the last woman and it was a supervisor that stated that I needed to make the next payment and I said that I needed to make sure that everything was going to be going through and that everything was good first being that I had until the XXXX for XXXX 's payment. I then get a call on the XXXX stating that the payment amount has gone up and that I'm behind for XXXX and XXXX still. I paid over {$7000.00} in XXXX day to cover the mess that they made in getting me out of this forbearance and now I'm being told that there was a retroactive escrow analysis in which I owed significantly more. I tell the gentleman that I am not paying until there's an investigation and that the previous funds need to be applied correctly because you can not tell me in the middle of XXXX that my XX/XX/XXXX payment is now more even though it was already paid and already over with, he kept arguing with me about it and I instead asked to put in the review to make sure the payments could be allocated properly. When I got the call back on the last day and I was still being told that I had to pay more retroactively and it still was not showing appropriately on the website that the funds were properly applied. I escalated further. There have been several calls since the middle and end of XXXX in which I had gone to supervisors and managers up the chain to get things resolved and to no avail it is now XXXX. I have even spent hours in a branch location which the branch XXXX can attest that it was absolutely ridiculous. What I was going through and that I was absolutely correct in terms of how they were improperly doing the escrow analysis and applying the funds then I finally was given a phone at her to have a conversation for over an hour and a half with their internal teams to get things situated and into this day it still has not been situated. The stress of almost a full year of mismanagement is now leading me to be " 30 days late '' - I am requesting a full review and that everything is remediated on my credit report and any associated fees for the past year be refunded.

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