Consumer complaint received 2018-05-03
Company: M&T BANK CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
There are 2 complaints that I have with my credit card company M & T Bank : 1 ) There were charges on the account, which I disputed and sent in documentation for because I was scammed and did not receive service. I contacted the bank and sent in documentation, regarding this dispute, and the bank recently sent me a letter saying that the charges are valid, which put the account in an over the credit limit status. I asked the bank if they would provide documentation or information regarding what was provided by the merchant because I know that there was no service provided to me. The bank said that they would not provide any information and just said that the dispute was denied and put the charges back on my account. When I asked why I could not receive an explanation the customer service supervisor stated that he did not have an answer and that no further information would be provided. 

2 ) Since the dispute was denied and the charges were put back on my account, I received a letter from the bank stating the following : " If you are experiencing a financial difficulty and are unable to make a payment which would bring your account under its approved credit limit, please contact us right away at XXXX to discuss alternate payment options. The office hours associated with our phone number XXXX are Monday through Thursday XXXX to XXXX, EST and Friday XXXX to XXXX, EST '' ( please see paragraph 4 of the attached letter ). 

I contacted that phone number, stated in the letter belonging to the Asset Management Department, and they told me that they could not assist me since my account was not past due and that they would need to transfer me to another number to make payment arrangements. I was transferred to customer service and then customer service told me that they do not make payment arrangements and that they would have to transfer me back to Asset Management. I asked the customer service agent to warm transfer the call to Asset Management so she could explain the situation and prevent me from being transferred back and forth between the 2 departments. The customer service agent finally got someone in Asset Management who confirmed that they could not take my call since my account was not past due so I asked to speak to a supervisor. When I spoke to the supervisor, I explained the situation and what was communicated in the letter. He says that he contacted Asset Management while he was on the phone with me and they told him that these alternate payment options are for people who meet the requirements and said I do not meet the requirements. The following are the issues I have with this explanation : A ) First, if I did not meet the requirements then why was it presented in the letter for me to contact them if I was unable to make the payment? The letter makes it seem as though arrangements could be made if I contacted them right away ( please refer to attachment ). 
B ) When I called the Asset Management Team, at the phone number in the letter, why didn't they tell me directly that I don't meet the requirements ( since the letter came from them ) rather than bouncing me around from 1 department to another? And what are those requirements? The only thing they are basically saying is that my account has to be pass due before I can even speak to them. 
C ) What happens if this payment is not made by the due date? I already explained that the payment would not be made. 

This letter, provided by the bank, is very misleading. There has been no meaningful communication with the department who sent the letter although the letter asks me to contact them directly.

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