Consumer complaint received 2023-10-09
Company: M&T BANK CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am writing to complain about an unethical situation and poor M & T customer service, that has taken place at the XXXX branch located at XXXX XXXX XXXX XXXXXXXX XXXX XXXX starting on XXXX XXXX. I have been banking with M & T for several years. I am XXXX XXXX XXXX, I am XXXX and on a fixed income which makes this situation problematic on multiple levels. 

On XX/XX/2023, I sent my son to the ATM in question to withdraw {$1000.00} for me so I can pay my bills. The card was inserted into the atm, but no funds were dispensed. A receipt came out that reflected a subtraction of {$1000.00}. Therefore, no money came out the machine, but money came out my account. My son and I were able to make it to the branch on XXXX XXXX, where we were able to file a dispute with a branch teller where a provisional credit was issued. I then received a letter dated XXXX XXXX, stating that after a review of your account and thorough investigation, we have determined that the transaction in question was processed correctly, and no error has occurred. 

Not only did I not receive my funds, but the branch manager XXXX XXXX belittled me and treated me as if I was lying. It was as if I was pestering her about my {$1000.00}. I feel this was because I am elderly, and she thinks I can be overlooked. This is exactly why I have my son handle a lot of my business due to this elderly exploitation. I cant speak on behalf of anyone else, but my money is crucial for my survival. It will not be extorted from me by anyone, especially not my bank of choice. My personal information has already been extorted from me with your recent XXXX exposure. This bank seems to be losing its credibility on a national level. 

I originally started banking with M & T because they advertise working with Integrity and at this point I feel like Ive been robbed. I was told by XXXX XXXX that she would investigate the video to see if the money dispensed. XXXX XXXX later called on XX/XX/2023, at XXXX stating that the video only shows a face, and I would need a police report and a subpoena to have this investigated more thoroughly. Your letter stated, The information and any documents we relied upon in connection with our investigation are available upon request. I am requesting this information seeing no particulars were provided. 

I will not rest until my {$1000.00} is refunded into my account and the correct authorities have been notified and accountability is taken. I can only imagine how many people are being robbed by these ATMs. The ATMs are always out of order or having technical issues. A branch employee mentioned to us before with a prior incident where the ATM would not accept my debit card, that there are always issues with their ATMs. In consequence, clearly, I am not the only one having issues. How thorough are these dispute investigations with faulty ATM devices? When going to speak with XXXX XXXX about the dispute letter that I received, there was another elderly disgruntled customer that was complaining that M & T stole {$96000.00} from her. One of the tellers told her she needs to come back next week, and I was told to come back the next day because the manager had to go pick up her kid. Why are issues not being addressed with the proper urgency? 

I expect a response from XXXX XXXX superior, a punctilious inspection of this ATM/branch, and my funds credited back to my account.

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