We were told to return when we received notice the loan was paid off which we did. We went to the dealer to inquire about a refund on the unused portion of the GAP policy. I was fortunate enough to pay my car off early Feb 14th through M&T and the nightmare begins. I purchased a car with a GAP insurance plan. And the check is dated the day of the final phone call. Almost a month after the initial call for a refund. This time they told me that they don't send refunds by ACH and that a paper check was mailed out 2 days ago. 5 days later, I called my bank to see if it was pending. This time they said there was some sort of misunderstanding and that the ACH was processed that morning, and that I should have it in 3 days. A week and a half later, still no refund. When they returned they said they could do it by ACH and that I should have it in a few days. I was then informed that they usually send any kind of refund back through snail mail, but would check to see if it could be sent back through ACH seeing that is how they received it. A week later, no refund, so I called back. The representative said they would do what they could. I asked them to send that payment back through ACH. I called M&T immediately, they said I had to wait until the payment cleared. So after payoff, an additional payment was accidentally sent to M&T through ACH. Then an issue that was partially my fault, I had forgotten to cancel my auto-pay from my bank. I was in the process of buying a new RV and trading the old one (we just paid off) in, and M&T made me wait 10 business days before they would snail-mail my proof of payoff. Yet they refused to email me any proof of payoff. My access to the app and the website was removed "because the account was closed". Upon paying off our loan, even after the final payment was taken from my bank, M&T refused to give me any sort of proof of payoff. The customer service lied to me repeatedly almost every single time I had to call them.
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