Consumer complaint received 2023-09-27
Company: M&T BANK CORPORATION
State: NJ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
My credit card was due to expire in XX/XX/XXXX. I received a letter at some point notifying me of this, and that a new card would arrive in time before expiration. I waited through XXXX and part of XXXX and it never came so I called and discovered it had been sent to an old address of mine, 5 hours away in a different state, where I have not lived for at least 3 years. I had opened the credit card account when I lived at that address, but I have since updated my address online, in person at the bank, and over the phone many many times. The rep I spoke with apologized for the mistake, supposedly got my address updated, and said they'd cancel that card and issue a new one to the correct address. I Some time went by and the card never arrived, so I called again. They had sent the card to my old address again. Same thing, they apologized, ask me for the correct address, and say they'll send it out. This happened maybe 2 more times exactly the same way. After that it was nearly XXXX and my card was expired. I waited the 7 - 10 business days as instructed and called yet again. Every single time they sent it to my old address. One rep told me that sometimes the address gets updated in only one part of your account, but not another. I do not understand why updating your address at all, would not update your address across the board. This is definitely a security issue. I waited again and did not receive the card. I called again on a sunday just to check up on the status, and AGAIN the rep tells me it was sent to the wrong address! She apologizes, says she'll expedite it, it never comes. I called last Wednesday about this, they sent it to the wrong address again. Now THIS rep says she'll expedite it, I can expect it in 1-3 business days. I waited, but called each day to ask them to confirm that it was being sent to my address. Each time I received confirmation that it was indeed sent to my correct address. By yesterday XX/XX/XXXX, i had surpassed the 1-3 business days and called again. I was told that yes, it was sent to my correct address, and they would have a supervisor contact me with tracking information. I never received a call. I called this morning XX/XX/XXXX at XXXX to inquire about this. The rep this time provided me with the tracking number and said it showed as delivered. I entered the tracking number online and see that it was indeed delivered, once again to the WRONG ADDRESS. She put me on hold a while, came back and apologized, said the address was DEFINITELY updated everywhere this time and that they would expedite the card to me again. I do not know yet if this one will actually be coming to me but after 4, 5, 6 times of having to get it reissued, I have about zero faith that the issue has really been resolved. How can a BANK have such a difficult time ensuring that a customer 's credit card information is not being freely mailed to a stranger, 6 times??? Unfortunately I do not have specific dates for these calls as my phone record only shows me back to the beginning of XXXX and i was not expecting this to go on for so long so I have not been recording names and details. However they should have everything in their notes.

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