M&T Bank

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Your recent correspondence containing additional concerns regarding Mr. [redacted]'s previous complaint to your agency was brought to my attention for review. M&T Bank ("M&T") Statement Notification emails are sent to a customer's email address when their statement becomes available for viewing within their M&T Online Banking. Upon logging into M&T Online Banking and viewing the HTML or Quick View version of the statement, Mr. [redacted] notes that he does see the referenced disclosure describing changes to M&T accounts. Mr. [redacted] can find his account name on his Online Banking account summary and detail pages. Mr. [redacted] had the opportunity to review his transactions, including any fees, each month upon receipt of his monthly statement, or more often using the transactional detail provided within M&T Online Banking. Concerns related to the fees were not raised between the effective date of January 17,2013, and September 29,2014. M&T has provided refunds for 10 (ten) fees.
As Mr. [redacted] had previously elected to receive his statements electronically, nothing was sent to him via USPS. However, Mr. [redacted] does have the option of changing the way his statements are delivered. If he is interested in changing from electronic statements to paper statements this can be done in Online Banking or he may contact the M&T Telephone Banking Center at 1-800-724-2440, Monday- Friday 6AM-9PM, Saturday and Sunday 9AM-5PM. Upon review of my previous response there was an error in what was noted for the total amount refunded. Please note the entire monthly service refund amount provided to Mr. [redacted] was $149.50. I apologize for the error and any confusion that may have caused. At this time M&T is unable to provide any additional refunds. Sincerely,  [redacted] Customer Care Specialist Office of the Customer Advocate

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Dear [redacted],
I am writing in response to your letter of complaint filed with the Revdex.com regarding the...

above referenced mortgage. Your mortgage was acquired from [redacted] of [redacted] by M&T [redacted] on August 2, 2013. The collateral property is a condo and has a Master Condo Insurance policy through [redacted] & [redacted]. We have reviewed our prior decision requiring you to escrow your H0-6 insurance policy. The mortgage closed on September 24, 2010; therefore, M&T [redacted] will not require the H0-6 insurance policy to be escrowed even though it was at origination. A H0-6 policy is a personal insurance policy on a Condo loan that includes coverage for inside the structure. M&T [redacted] disbursed payment on 9/4/14 to Security First Insurance Company in the
amount of $163.75 for the H0-6 policy. Per the insurance company's rules, as they received your payment second (in the amount of $176.75), they returned the funds to you directly on 9/18/14. An updated escrow analysis will be completed to reflect the removal of the disbursement for the H0-6 hazard insurance policy. Per the escrow analysis, the monthly payment will be effective with the 12/1/14 payment. A copy of the escrow analysis will be sent under separate cover.  If you wish to add the H0-6 hazard insurance back to escrow in the future, please contact M&T [redacted]'s insurance department at 1-888-882-1847. I apologize for any inconvenience you experienced regarding this issue. M&T [redacted] strives to provide the best customer service experience at all times. I hope I was able to fully address your concerns. We sincerely value your relationship with M&T [redacted] and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at [redacted], ext. 7809, with any concerns you may have.  Sincerely, [redacted] Mortgage Customer Support Retail Loan Servicing CC: Revdex.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.
Your response is not clear, have you contacted Oliphant to verify that I paid off your M&t acount? And I have not recieved the letter that you said in your statement that you mailed to me, what does the letter say, and can you scan the letter and email me a copy at [redacted] Regards, [redacted]

Dear [redacted],Your recent correspondence regarding Ms. [redacted] additional concerns was brought to my attention for review. As noted in M&T Bank' s ("M&T") previous response, Ms. [redacted] held a joint checking account ending in 8628 with [redacted] from 2004 - 2009. This account was open and active through May 2009 when it became overdrawn. The account was active, with monthly debits and credits, through December 2008. The account had no activity in January, February or March of 2009. However, beginning in April2009 and through May 2009, several transfers were made from this account into another M&T account ending in 3392 in the name of [redacted] and [redacted] The joint account held by Ms. [redacted] and Ms. [redacted] was being sent monthly account statements to the following address: [redacted]. M&T does not have a record of receiving statements back as undeliverable. As seen on the statements previously enclosed, there were a total of four ( 4) checks debited on May 21,2009. The check numbers for each check was identical and it appears M&T systems detected three (3) out of these four (4) checks to be duplicates. Therefore, three (3) reversals took place on May 22, 2009. An additional check was debited on May 22, 2009, containing a new check number. Upon review of the above noted checks, two (2) were shown as authorized via telephone by [redacted], and two (2) were authorized via telephone by [redacted]. The checks weremade payable to [redacted] in the amount of $157.04 each. M&T reached out to the issuing financial institution regarding the duplicate checks, as they were presented again to M&T. The issuing financial institution advised M&T these were not duplicate checks, and were actually four (4) separate debit requests. Therefore, M&T processed the remaining three (3) checks on May 29, 2009, July 21 , 2009, and July 27, 2009. Per the M&T General Deposit Agreement (the "agreement"), customers must notify M&T regarding an unauthorized check within 90 days after the account statement is issued. As this statement was issued on June 5, 2009, M&T is unable to dispute the aforementioned checks. As a result of an overdrawn account balance, Ms. [redacted]'s was mailed collection notices on June 4, June 23, and July 14, 2009, advising of the overdrawn balance. M&T does not have record of speaking with Ms. [redacted] or Ms. [redacted] regarding these notices and, as a result, the checking account was charged off to the M&T Collection Department and subsequently sold to [redacted] in February 2012. Since M&T no ionger owns this account, we recommend Ms. [redacted] continue to work with the collection agency that has been in contact with her, as well as to work with [redacted] regarding the checks. Sincerely, [redacted] Customer Care Specialist Office of the Customer Advocate

M&T Bank has responded to the complaint. However, it has requested that the Revdex.com not publish the response due to privacy concerns.

Your most recent correspondence regarding Ms. [redacted] A. [redacted] has been received by M&T Bank ("M&T") and brought to my attention for review and reply. As stated in our attached correspondences of August 20, 2014 and October 30, 2014, Mr. andMrs. [redacted] obtained their loan through the Federal Housing Administration ("FHA"). As such, M&T is required to follow the guidelines of the Department of Housing and Urban Development ("HUD") when reviewing their request for any non-retention option. M&T completed the retention review, at which time the retention option was denied, as HUD will only allow one retention option in a 24 month period. Once the retention option was denied, the file was referred to the non-retention department for review.  In the most recent correspondence, Ms. [redacted] also references a second loan that has appeared  on their monthly statements since December 2013. This is the result of the partial claim that was  provided along with the permanent loan modification effective September 2013 . In order to bring the loan current, HUD advanced Mr. and Mrs. [redacted] $11 ,043 .61 , at a zero percent interest rate, that would become due on August 1, 2043, or when the original loan was paid in full. Mr. and Mrs. [redacted] signed the Subordinate Note that referenced the term of this new loan, a copy of which is enclosed. Once the permanent loan modification was implemented on M&T's servicing system, the new loan was also entered and began appearing on the monthly billing statements. At this time, Mr. and Mrs. [redacted]' loan is due for the October 2014 payment. M&T is still working with Mr. and Mrs. [redacted]' A TP towards the short sale of the property, but there are currently no offers on the home. If a short sale cannot be provided by January 23 , 2015, Mr. and Mrs. [redacted] can request to pursue a deed-in-lieu ("OIL") of foreclosure at that time. If Mr. and Mrs. [redacted] have any further questions, they may contact their Single Point of Contact ("SPOC"), [redacted], in M&T's Homeowner Assistance Center ("HOA") at 1- 800-724-1633. The HOA hours of operation are Monday - Thursday 8:00AM - 9:00PM; Friday 8:00AM - 5:00PM; Saturday 8:00AM - 12:00 PM (EST). Sincerely, [redacted]

[redacted]Dear [redacted],
Your recent correspondence regarding Mr. [redacted] was brought to my attention for review and reply. Mr. [redacted] visited the M&T...

Bank ("M&T") Branch located in Monroe, NY to open a new checking account on September 5, 2014. Per Mr. [redacted]'s correspondence to your agency he states, upon account opening, he discussed pre-authorized charges with the branch representative who advised him to avoid an overdraft he may deposit funds the same day the overdraft occurs. Mr. [redacted] also advises he enrolled in M&T Email Alerts to alert him daily of his available balance. The M&T Email Alert is sent to Mr. [redacted] every morning and it will display the available balance as of that time. Mr. [redacted] states he received his daily Alert on October 22, 2014, which displayed a negative balance. However, the transaction that caused the account to overdraw was an automatic debit that was processed on the night of Therefore, when the debit was processed his account became overdrawn by $104.98. On October 22,2014, Mr. [redacted] made a $150 cash deposit via an M&T ATM at 10:15pm. As this deposit was made the day after the overdraft occurred, the account was assessed a $38.50 overdraft fee also on October 22, 2014.
As noted in the complaint, at the time of account opening Mr. [redacted] was given the choice of whether he authorized M&T to approve everyday debit card and A TM transactions when sufficient funds are not available in his checking account. Mr. [redacted] elected no, however, note that this does not impact the processing or fees for pre-authorized recurring bill payments (such as the insurance payment) or checks. For more information, please see the enclosed What You Need to Know about Overdrafts and Overdraft Fees. Although no bank error has occurred, as a courtesy, I have refunded the overdraft fee that was assessed on October 22,2014. A total of$38.50 was refunded to Mr. [redacted]'s account on November 10, 2014. I would recommend that Mr. [redacted] also consider enrolling in our Low Balance Alerts which will alert him once his balance goes below an amount he chooses. This can be done via Mr. [redacted]'s M&T Online Banking account or by contacting M&T at [redacted]. I hope this information has been helpful and apologize for any misunderstanding. Sincerely, [redacted] Customer Care Specialist Office of the Customer Advocate Enclosure

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I will submit the documents asked by M&T bank and if the reimbursment is completed, the settlement is done. Otherwise, I will open a new ticket on this issue.
Regards,
[redacted]

I want to be sure they have in fact done that(received and reviewed  a REVISED EXPERIAN REPORT) and what if anything on my report they consider negative since August 18, 2010 and what  they want to see changed before I apply again so I know when and if I should do so.  I want to be certain they have an accurate credit report.   [redacted]

Dear [redacted], I am writing in response to your correspondence to the Revdex.com regarding the above referenced mortgage account. I understand that you are requesting M&T Bank ("M&T") to remove the negative reporting for theSeptember 2014 payment from your credit profile. With the exception of the September 2014 payment, M&T acknowledges your payment history does not reflect any other instances of delinquent payments since M&T began servicing the loan onAugust 2, 2013. M&T is not able to submit "goodwill" corrections to the credit bureaus as we are required to report factual information to your credit profile per the Fair Credit Reporting Act. M&T has provided you with details to support that there was no bank error associated with the delinquency of your September 2014 payment in our previous response, dated October 29,2014. I hope I was able to fully address your concerns. M&T sincerely values your relationship and is committed to providing you with the highest level of quality service. If you have additional questions, please do not hesitate to contact me at 1-800-724-2224, ext. 7831, with any concerns you may have.  Sincerely,  [redacted] Mortgage Research Retail Loan Servicing EnclosuresCC: Revdex.com  Complaint ID [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.
Regards, [redacted] My apologies for the delay in response I was not able to obtain the  documentation within the 5 day time limit. I have found and attached the following documents: M&T Loan Estimate Documents showing the appraisal fee of $550 on page 2, [redacted] Mortgage LLC Loan  Estimate without such fee and the document not to obtain appraisal.

Mrs.  [redacted] D. [redacted] called to say something was omitted from original complaint, please add:  My mother was allowed to remove $1700 from my husband and my checking account. The disputed amount should be $1700 not the $1,955.05 on complaint data screen Please correct the complaint.

I have reviewed the response made by the business in reference to complaint ID [redacted].  While I accept their response, M&T needs to provide...

improved customer service as my choice of words appeared to be different from theirs.   I DO NOT  work at M&T, therefore, when I use the word STOP, it means to STOP, to not proceed any further! They need to train their employees to ask the appropriate questions to customers so that our meanings of chosen words mean the same thing! I find that this resolution is satisfactory to me, with the exception of their customer service training!  Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below. I was told that this is normal practes to have them charge that much for a check that is drawn on there bank.  But I have had other banks that have only charged my $5 to cash a checkthat was drawn on their bank.  This is unfair to me as a customer and is not fair to the public and the people that work and recieve checks from their employers.  The bank takes a percentage of the money that I work for just to cash a payroll check.  I have contacted the employer that the check was written from and they even agree that it is unacceptable for the bank to charge that much. Regards,  [redacted]

[redacted]Dear [redacted],
Your recent correspondence containing additional concerns from [redacted] was brought to my attention for review. As per Ms. [redacted]'s original correspondence as well as her most recent correspondence, she states she utilized the ATM located inside the [redacted] on Ritchie Highway in Brooklyn Park, Maryland, to withdrawal $400. Based on Ms. [redacted]'s additional concerns M&T reviewed this ATM and the machine remains balanced and did not show it was holding an extra $200. Therefore, Ms. [redacted]'s dispute
remains denied.  Also, M&T is unaware of previous complaints received regarding this specific ATM. However, I have escalated this information to the appropriate parties. Sincerely, [redacted]  Customer Care Specialist  Office of the Customer Advocate

The business has responded to the complaint however has requested that theirresponse not be published.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.
I appreciate the response and details. My concern is that I am being charged too many overdraft fees. More than should be allowed charged. My negative balance is primarily from the overdraft fees. If you could please credit the overdraft fees, it would bring the account to good standing. The absolute most I may be able to afford is a negative balance less than $100. I will try my best to resolve such balance. I cannot afford anything higher.I feel confident that my account should not be assessed these fees.  Regards[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The response doesn't indicate whether M & T received a corrected credit report from experian or what has to change before they will reconsider the application. Once I am given this information I will be satisfied. Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For...

your reference, details of the offer I reviewed appear below.
M&T bank has offered no proof the loan is LPMI not PMI.   I ask that the bank provide valid documentation the loan is LPMI. Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.
In M&T Bank's response, they said they notified me regarding the change in November 2013 statement. Here I attach both November 2013 and December 2013 statements. It is clear that there was no such a notification. In addition, in my complaint filed on 7/7/2015, I asked them to close my account. They did not do it and charged another $14.95 on 7/17/2015.  Regards, [redacted]