Consumer complaint received 2018-11-06
Company: M&T BANK CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
-- -XX/XX/XXXX -- Initial email -- - Can I trouble someone at M & T Bank to send me a paper copy of my M & T Visa Signature Credit Card statement? 

I did not get a a snail mailed Visa statement last month or this month. That's more than I will blame on the Post Office. I printed the Statements out myself and found an old envelope last month and this month. 

-- -XX/XX/XXXX-- M & T 's Reply -- - Sent:XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : RE : Statements and Notices Dear MsXXXX XXXX : Thank you for your statement copy request. 

As you requested, I ordered a copy of your statement for XX/XX/2018. You can expect to receive this via U.S. Mail in approximately 5 to 7 business days and your confirmation number is XXXX. 

Please be assured that I show your M & T Credit Card statement delivery settings are set for paper delivery. If you continue to not receive your M & T Credit Card statements, please email me or contact the M & T Telephone Banking Center for further assistance. 

If you have any additional questions, please email me or contact the M & T Telephone Banking Center at XXXX or ( XXXX ) XXXX. Representatives are available Monday through Friday XXXX to XXXX, Saturday and Sunday XXXX to XXXX, ET. 

Thank you for banking with M & T. 

I was out of town for a week. When I returned, there was no promised XX/XX/XXXX statement from M & T Bank. So I went back to their website and hit reply on the XX/XX/XXXX email from XXXX -- -XX/XX/XXXX -- My Reply -- - Subject : RE : Statements and Notices Regarding account : - XXXX, 5-7 business days would have been XX/XX/XXXX. No M & T XXXX Statement has shown up in my snail mail. 

This is taking an awfully long time and too much persistence on my part to resolve. 

XXXX -- -XX/XX/XXXX -- XXXX XXXX -- - DateXX/XX/2018FromMichael - M & T Customer Service ToXXXX XXXX XXXX Subject RE : RE : Statements and Notices Dear Ms. XXXX : Thank you for your statement delivery inquiry. 

My review shows your statements are currently issued to the address of account as paper statements. 

The statements are not be returned to M & T Bank by the United States Postal Service as undeliverable. As you are not receiving your statements, it is recommended to contact your local postal service to ensure you mail is not being withheld. 

If you have any additional questions, please email me or contact the M & T Telephone Banking Center at XXXX or ( XXXX ) XXXX. 
Representatives are available Monday through Friday XXXX to XXXX, Saturday and Sunday XXXX to XXXX, ET. 

Thank you for banking with M & T. 

I also emailed the Bank officer who opened my Account - XXXX XXXX and called the XXXX number they mention above. XXXX at XXXX started saying I should just wait longer than the 12 business days I'd already waited, but then said he would send another XX/XX/XXXX statement. 

What I'm hearing from XXXX at Customer Service is that M & T is blaming my lack XX/XX/XXXX, XX/XX/XXXX and repeat XX/XX/XXXX statements on the Post Office. What I'm hearing from XXXX at Customer Service is I need to continue to print the statements off myself, find envelopes and mail my payment in as I have been doing. Since the bank has the option of receiving paper statements and I have selected that option, I'm not finding the option of having to remember very month to print the statement out myself to be acceptable.

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