Consumer complaint received 2023-10-31
Company: M&T BANK CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Dear Consumer Financial Protection Bureau, My name is XXXX XXXX and I hope you are well. In the recent past, Ive made a few complaints to M & T Corporate regarding serious implications and accusations that were made about money laundering and fraud from my checking account from 3 different M & T locations. 

These false accusations resulted in my account being locked on two occasions. The first set of days took place for 3 days on XXXX day Friday, XX/XX/XXXX through XXXX day Monday, XX/XX/XXXX. 

They were questioning credits, from the Primary Credit Card holder, made to my account, from a credit card that I am authorized to use. 

The manager, then asked for a credit card statement to show proof of funds, which was provided by both myself and the Primary Credit Card holder in person on Monday, XX/XX/XXXX. It was there that we were met with the utmost disrespect and disregard in customer satisfaction, including Friday, XX/XX/XXXX. 

After 2 hours of performing their due diligence, on Monday, XX/XX/XXXX, my account was finally unlocked, with no apology, whatsoever. 

Im not pleased with the outcome of M & T bank, since my complaint to Corporate. From my understanding, Corporates final letter stated that staff would receive coaching and training on how to deal with customers in the future. That, to me, is a slap on the wrist. Corporate did not resolve the fact that I went without funds for 3 days. M & T is defending the actions of their employees to unnecessarily and constantly target and wrongfully accuse me of fraudulent activity, where my banking account is concerned. 

Apart from that incident, an unnecessary due diligence was performed on my account, a month before, on my tax returns, XX/XX/XXXX. After it was proven that my personal tax returns were rightfully made out me, then I was able to resume and receive the services I initially asked for. The incident on this date was incorrect in Corporates final letter from M & T corporate to me, which tells me that my complaint was misread through their Corporate office. 

Again, what M & T has continued to do to me and my account is unacceptable. They refuse to take accountability for their lack of ethics, respect, and competence. 

To my understanding, once a customers account is wrongfully locked or did not receive notice of their account being locked, the Financial Obudsman Services enforces the banking institution to reimburse the customer, due to distress and inconvenience. 

In addition, on Saturday, XX/XX/XXXX, Ive experienced another inconvenience at M & Ts Central bank location, which is the only branch open on Saturdays. I went for withdrawal services, which they refused to render. The teller at Central branch asked me if Ive ever visited that branch before, because she, in particular, has never saw me there. I find her question/answer to be very ludicrous and asinine, especially when Central branch is the only branch open on Saturdays in XXXX. She has also mentioned the potential of fraud, which again, is undeniably false. The branches Ive visited for M & T are always suspecting and targeting me time after time after time, for whatever reasons that do not align with me. I found out later on XX/XX/XXXX, that my card was declined once again because my account was closed. I was left for a second time without access to my funds for an entire weekend. I, inconveniently, had to revisit Central branch on Monday, XX/XX/XXXX to re-open my account. I was given the runaround as to why funds were not available that day, which was total confusion, on their end. There were definitely funds in my account, more than what I was requesting. Finally, I simply asked to close my account, where I was able to withdraw all funds from my account. I really and clearly am not interested in banking with M & T anymore for these reasons. 

At this point, Im seeking compensation in the amount of {$12000.00} for inconvenience, distress, wrongful judgement and accusation and financial abuse for closing my account on two occasions without notifying me. 

Ive attached my original complaints for your review. 

I look forward to hearing from you soon. 

Sincerely, 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 explanation