Mortgage Hardship Review

If you’re suffering from a financial hardship, M&T Bank can help you find ways to possibly lower your mortgage payments.

For COVID-19 related assistance, please complete the COVID 19 Impact Form.

We have programs available to help.

If you're having difficulty or find yourself unable to make your mortgage payments, we have some solutions that may help you.

Take action. Start with these few steps.

​Step 1: Download the forms.

If your loan is backed by either Fannie Mae or Freddie Mac, print out and complete the form:

If your loan is not backed by Fannie Mae or Freddie Mac, print out and complete this form:

Step 2: Subm​it completed forms.

Once you've completed the forms, you can send them to us in one of three ways:

  • Fax to: 1-855-678-0866
  • Scan and email to:​
  • Mail to:
    M&T Bank
    Attn: Workout Department
    P.O. Box 840
    Buffalo, NY 14240

Step 3: Look for confirmation.

Once we receive your mortgage assistance application, you will receive an acknowledgment letter. You will receive further instructions on how to complete your application if further documents are required.

Have questions?

We can help you with your assistance forms and answer any questions you may have. Contact an M&T Bank representative at 1-800-724-1633.


  • Monday–Thursday 9am–9pm ET
  • Friday 9am–5pm ET

​Escalating Your Fannie Mae or Freddie Mac Case

If you have a Fannie Mae or Freddie Mac mortgage and are not satisfied with our handling of your case and wish to escalate your complaint, please submit written correspondence to:

M&T Bank
Attn: SAI Office
P.O. Box 840
Buffalo, NY 14240

Or contact us at 1-800-724-1633 at the hours listed above.

​How the Process Works

Within 3 business days following receipt of an escalated case, M&T Bank will acknowledge your inquiry in writing via mail. A resolution date to resolve your escalated case will be no more than 15 days from the date the inquiry was received.

If we do not resolve your escalated case by the resolution date, we can extend the resolution date for an additional 15 days. However, the total time for resolution of an escalated case will not exceed 30 days.

Within 5 business days of identifying the proposed resolution, we will communicate to you, in writing, the proposed resolution and next steps, if applicable. If we fail to comply with the requirement to resolve the escalated case by the resolution date, an updated status will be provided to you regarding the resolution date's time frame.

This is an attempt to collect a debt, and any information obtained will be used for that purpose. If you are in bankruptcy or received a bankruptcy discharge of this debt, this communication does not apply to you.