Consumer complaint received 2025-10-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: M&T BANK CORPORATION
State: CO

Complaint narrative:
On XX/XX/XXXX or XXXX of XXXX, I called to let M & T Bank, serviced by XXXX, to let them know that I may be able to catch up with the mortgage. On XX/XX/XXXX, I called to get instructions on how I can pay all arrears and catch up my mortgage since I now had the money. I was instructed to XXXX XXXX the money and was given the instructions. 

I went to XXXX XXXX to attempt to pay the arrears and was notified by the XXXX XXXX staff that the amount of {$20000.00} was too large of an amount for them to be able to process. That simply wasn't possible. The largest they could handle at any given time was {$10000.00} according to the associate working there. I would have had to have XXXX separate transactions and since it wouldn't have been in full, M & T Bank would likely have returned it anyway. On top of that it would have cost me over {$2000.00} for XXXX XXXX fees. This was unreasonable on many fronts. I tried to call back right after, but their hours of operation ( just after XXXX XXXX  my time ) their offices were already closed. 

So, I ran to the bank, got a certified check ( verified funds that are acceptable by all other banks in the US ) and mailed it with my mortgage payment slip that clearly stated the balance was {$19000.00}, but if mailed after XX/XX/XXXX was {$20000.00} ( this was only XXXX  days after the XXXX on the XXXX ). I sent it certified mail with receipt tracking via the XXXX. The only mistake I might have made was not sending it overnight, but as you will learn later in this complaint, it was still plenty of time. 

I called M & T Bank Monday the XXXX of XXXX to let them know the certified check was in the mail and gave them the tracking number and the associate made notes on the account including the tracking number. In real time the associate at M & T Bank went to the XXXX website and verified it was on its way. So I called back that Friday XX/XX/XXXX after checking the tracking and seeing it was picked up by an M & T Bank associate at XXXX XXXX XXXX in XXXX, XXXX  at XXXX XXXX, and spoke with an associate that verified it was picked up, but that it may not be applied that same day, that it could be applied early the next week since it was Friday. 

I had called the following week, the last few days of the month of XXXX, to check if it had applied. I was told it hadnt been applied but that they saw that they were in possession of the check. At that time an attorney had still not been assigned to the case. I called back a few days later at the beginning of XXXX to find that an attorney had been assigned, they never applied my check, and they were going to send it back to me. 

All these calls are recorded, as I was notified at the start of every call, and everything was documented in the notes. This was confirmed to me. So, unless the is malicious intent to conceal all these facts, they should be available for subpoena. 

I was prepared to pay XXXX payment, I just needed the payment to be applied so they would unlock the payment in the mortgage servicing portal. Once they mailed me the attorneys contact info and I received it, I immediately called them to figure out the situation. They sent me a quote to catch up on all arrears and pull my mortgage out of pre-foreclosure. Unfortunately, with the new attorney fees of {$3500.00}, I couldnt pay that in XXXX. I just requested a new quote through the end of XX/XX/XXXX and will pay the new amount including XXXX payment. 

I was robbed by a former business partner and our joint venture failed, so I couldnt pay for 6 months until I got my feet back under me. These additional fees are greater than my monthly mortgage payment, and a huge waste of my time trying to figure this all out. Including the many sleepless nights and anxiety from this fall out. If this office sees fit, I am all for making an example of M & T Bank if it prevents another story like mine.

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