Consumer complaint received 2022-10-27
Company: M&T BANK CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/2022 TO : Consumer Financial Protection Bureau Dear Consumer Financial Protection Bureau : In XXXX of XXXX, my savings account was compromised. A total of {$5000.00} was stolen from my savings account by scammers/hackers. This was verified by my local branch manager. Immediately upon discovery, I contacted by phone the M & T 's Customer Service number. M & T instructed me to go to my local branch to file the complaint with the bank manager. The manager ( XXXX XXXX ) at the XXXX branch took information and told me he would take care of everything. The manager told me the amount scammed would be refunded/replaced back into my savings account in two-five days. That was the only information that was given to me at the time of my visit. There was no additional/further information given to me with regards to what I needed to do or what M & T Bank would do for me. 

A few days later, the disaster hit. 

1 ) My ATM debit card was deactivated by the bank. I could not use my card for withdrawals. I made another trip to M & T where the manager later informed me that my account was under investigation and my ATM card was no longer active. I was also told that I was required to make physical visits to the bank to deposit and/or withdraw funds in the future. 
2 ) M & T manager told me he placed an order for a new debit card for me. 

NOTE : To this date, I have yet to receive the new debit card. 

I visited a second bank in the area ( XXXX XXXX ) and was also told a new debit card was ordered according to what was on file in the computer. I HAVE NOT RECEIVED A DEBIT CARD TO THIS DATE ). I am still being forced to physically visit M & T banks to make ALL BANK transactions. THIS HAS BEEN SINCE XXXX!!?? 

3 ) M & T has placed an inconvenient freeze on my checking account.

4. ) M & T has prohibited me from using my debit and credit cards.

5 ) M & T has stopped and caused all my XXXX payments for monthly bills to be declined. These payments included my monthly automatic payments via my checking account. 
6 ) M & T has caused NON-PAYMENT OF CREDIT CARD BILLS.

7 ) M & T has caused a lapse in my XXXX life insurance policies with XXXX and XXXX XXXX XXXX. The XXXX companies now require me to pay via monthly paper invoices which is an inconvenience. 
8 ) M & T has caused a default with my IRS Installment Agreement. Late fees have been assessed due to lapse in the monthly payments 9 ) M & T has caused late fees to be assessed on all of my credit cards including my M & T Rewards Visa Card. 
10. M & T has placed a freeze on all three of my credit bureau reports. Recent Credit Card applications were declined due to the unauthorized credit freeze. M & T did not inform me of the credit freezes.

11. M & T has caused hard inquiries on my credit report resulting in applications for credit declined. ( due to authorized credit freeze.

12. M & T 's actions have caused all of my credit cards to be declined by vendors on-line and in person. 
13. M & T 's unauthorized action has lowered my credit score ). 

My life ( since XXXX of this yea ) r has been a total disaster. Most of it caused by M & T negligence. These inconveniences are extremely confusing and highly frustrating. It's been an extremely embarrassing situation and agonizing as I attempt to get my life back the way it was before this took place. I can't seem to get ANYONE TO HELP ME WITH THIS SITUATION. IT HAS BEEN SITTING STAGNANT SINCE XXXX. NO ONE HAS FOLLOWED THROUGH WITH WHAT I EXPECTED OF THEM. I GET PHONE NUMBERS THAT KEEP ME ON HOLD FOR LENGTHLY PERIODS OF TIME. 
I DON'T MAKE ANY CONTACT WITH A HUMAN BEING VIA PHONE CALLS. JUST EPISODES OF MUSIC PLAYING. 

All M & T cards are declined and still there has NOT BEEN ANY RESOLUTION. I STILL HAVE TO PHYSICALLY visit the bank to transact business. 

To date, I have called the numbers given to me to speak to a bank representative. M & T has kept me on hold ( with constant music playing ) for over XXXX HOUR each time. I verified this by driving from my home where I placed the call to my local branch. When I arrived ( only a XXXX XXXX XXXX ) ; the call was still on hold upon arrival and departure. NO ONE EVER ANSWERED MY PHONE CALL! I brought this to the bank manager 's attention. She simply said, " hang up the phone now that you are here ''! 

In all fairness, I request that M & T compensate me for ALL THE INCONVENIENCE AND HARDSHIP THAT I AM STILL SUFFERING AS A RESULT OF NEGLIGENCE AND THE POORLY HANDLING OF MY ACCOUNTS. I am asking for some form of compensation after all of this is said and done. This matter has drained and taking it toll on my physically, mentally, and emotionally. 

I feel a fair resolution to these issues of negligence on M & T Bank should be considered and awarded. No one ( at the XXXX LOCAL branches ) took the time to inform me of the fact that my CHECKING ACCOUNT was frozen, CHECKING ACCOUNT WAS CLOSED, and my CREDIT REPORTS had an unauthorized freeze on them. THIS IS NEGLIGENCE THAT CAUSED ME UNDUE STRESS, ANXIETY, AND DISTRESS. THERE STILL HAS NOT BEEN ANY RESOLUTION. THERE HAS NOT BEEN A DEBIT CARD REPLACEMENT, EACH TIME I GO TO VISIT THE BANK, I AM TREATED AS IF I AM A CRIMINAL PROSPECT INSTEAD OF A CUSTOMER ESPECIALLY WHEN THEY TELL ME THERE IS A HOLD DUE TO THE INVESTIGATION OF MY ACCOUNTS??!!! 

I have done banking with M & T for many years. I've been satisfied with M & T 's service up until this disaster. I have been treated unfairly and unprofessionally which is causing me UNDUE STRESS AND SUFFERING. I DON'T DESERVE THIS AS A LONG-TERM CUSTOMER WITH M & T BANK. THERE DECISIONS HAVE AND STILL ARE AFFECTING ME EMOTIONALLY AND PRACTICALLY. THIS MATTER CONTINUES TO BE AN INCONVENIENCE. IT'S TAKEN TOO, TOO LONG TO RESOLVE. 

Please fix this situation so that I can get back to the satisfying lifestyle and pleasant banking experiences I use to have before this all took place. 

Sincerely, XXXX XXXX XXXX

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 monetary relief