Consumer complaint received 2024-01-19
Company: M&T BANK CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I received a check in the mail through Priority Mail addressed to me from XXXX or what looked like a typical low quality outsources company that XXXX regularly uses. I had issues with a number of purchases made through XXXX late last year and have been in contact with the outsourced customer support that XXXX provides even though I reached out through the XXXX  - was still given an out sourced reply that has what you expect from the outsources support world we live in now. 
So getting a check from a company saying they are associated with XXXX was not out of the ordinary.

I deposited the check thinking they were refunding me for the purchases that were in dispute. There is nothing illegal about depositing a check you receive. The check had watermarks and all security features listed on the check. It was delivered through Priority mail and the mailman even rang the doorbell to alert me to it, which isn't a common occurrence other that with more important mail deliveries.

The check turned out to be a scam. I immediately called the bank to inform them of the check being a scam and what the process was to not only stop it but to protect my own account- which seems to be one of the main reasons we use banks.
I wasn't given any info. My account was frozen and wasn't able to access my actual funds from my own hard earned money. Credit cards were being declined that I had on auto-pay which resulted in late fee 's and negative reports on my credit report that I have been working on for the past XXXX years to improve and have improved it to a Good rating- but now that is gone due to M & T bank freezing my account and refusing to help me with this. 
My rental insurance has also been cancelled due to non-payment. There is plenty of money in my account but M & T is not allowing me access to it and causing me great financial distress. They have literally stolen my money and aiding the scam to play out so that I am further caused financial distress. 

This is not what a bank should do. They should be there to help their customers in times like these as they are the financial experts and the role of a bank is to protect us. They have not. They have made this situation XXXX times worse. I am unable to buy food due to this. 
I have tried contacting them multiple times. I have spoken with their general CSR who said they were not able to speak to me.

I called the branch that gave me the fraud departments number. I called them and they weren't able to prove me any information. I submitted a XXXX  complaint and received a phone call from someone at MT but they also didn't give me any info. Upon their request I took pictures of the envelope and all paperwork that came with the check. 

I am unable to access the XXXX  of dollars I have in my account and the bank is treatiing me as if I was the one who orchestrated this scam. I deposited a check that seemed legit all things considered and that is not a crime and I should not be treated this way. 

Thank you!

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 non-monetary relief