Consumer complaint received 2021-10-22
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:
Hello, On Wednesday, XX/XX/2021 I walked into the M & T bank branch on XXXX XXXX in XXXX, NY  to deposit a personal check that was given to me from my mother. I went into the branch, rather than simply doing an ATM deposit or a mobile deposit because the check was rather large and I wanted to do it in-person to be sure there would be no problems. I also wanted to visit the branch to maintain/build my relationship with the employees at this location, since this is not the location where I opened the checking account. 

I handed the personal check my mother gave me to the teller and I immediately felt uncomfortable due to her judgmental energy and the questions she started to ask. I proceeded to answer the extensive security check with ease and began to explain that I have been banking with M & T for years, and that I personally felt more combatable handing this deposit in-person, rather than the ATM. After she walked to every employee in the branch to discuss the check, she went to the bank where she told me she was going to make a copy of the check. When she returned, she informed me that she would not be able to deposit the check because she believed it was altered due to the fact that some of the writing on the check appeared darker than other areas on the check. I listened to the denial of the transaction as she handed the check back to me and I was able to see exactly what she was explaining. I then placed my ID and the denied check back into my wallet and said it was not a problem as I understood. I was traveling to XXXX, OH that evening, so I could just have my mother write me another check. However, when I left the branch that day, I felt completely embarrassed because another M & T bank associate, from across the lobby, started telling me about the penalties of fraudulent checks. I listened out of politeness and conversation, but was confused because everything he said did not concern me. I then repeated myself and explained how it was not a problem, and I would get another check from my mother and bring it in at a later date. When I left, every team member 's eyes followed me out the door and around the corner until I was completely out of site. Nevertheless, I left the branch thinking my account was still active, just could not complete the deposit. 

The following day, XX/XX/2021, now in XXXX, Ohio, I went shopping for my mother at XXXX when I attempted to use my M & T debit card. The card was denied twice to my surprise, so I called the XXXX M & T bank number. After I waited on hold for 30mins, the back office told me they do not see anything wrong with my card and it may have been the merchant 's ( XXXX ) issue, not my card. When I got off the phone, I went to a nearby grocery store and the same issue occurred. At this point I was completely frustrated as I am now out of town and my M & T debit card is not allowing me to access my money. The next morning, I called the XXXX  M & T bank number again. This time I was on hold for an hour. When I finally spoke to someone, she told me there was a hold on my account and she could not tell me why ; she only told me to call the XXXX branch location as their number was listed in the notes on my account. I then proceed to explain to her the situation I was in regarding the check, and she told me that even with all of that information, it still does not explain as to why there would be a hold on the account ; because, one - the check was being deposited, not cashed, two - if they suspected fraud, they should not have given the check back to me, but held on to it for security purposes and I should have been told my account was going to be on hold. No one in the branch explained anything to me. I left the branch believing everything regarding my account was fine. The back office associated understood my confusion and frustration and wrote an email to the branch explaining her thoughts and confusion of the transaction as well. However, since the day is now Saturday, I would have to wait until Monday morning to speak to anyone regarding my account. 

First thing Monday morning, I called the branch and explained the entire above situation. The XXXX XXXX XXXX M & T bank associate then told me, that they receive a lot of fraud at the bank and they were not sure. I felt that was completely uncalled for because the check my mother gave me was not fraud! I felt that it was completely unprofessional and laziness done on their part because if they would have just investigated the check ( called the bank from the check to verify, or at least called the number on the check to speak with my mother ) they would have learned that check was indeed not a fraudulent check. 

On Wednesday, XX/XX/XXXX, now a week later, with my account and my money still unavailable, I walked back into the XXXX branch location to gain a better understanding as to why my account was on hold. Once they pulled up my information, the teller told me they were going to close my account. Now I am even more confused and upset because I have no idea what is going on. I then went into a cubical to speak to the teller that denied my transaction in the first place. The entire time I am there, she is trying to absolve herself from the situation by explaining that it is was security 's decision, not hers, and she had nothing to do with it. Once we finally got security on the phone, the security associate was extremely nasty and rude ; and when I am the one that did nothing wrong and is simply trying to gain an understanding of the situation. Once he relaxed, he told me that because I still have my XXXX I.DXXXX, but trying to deposit a check in XXXX, what I am doing is against the law. However, I was even more confused as to why that has anything to do with the situation, but I explained that I still have the property that is on my license in XXXX  and visit frequently. I also explained that I opened this checking account when I was living in XXXX  full-time and was receiving direct deposits from my then employer. He then became flustered and hung up the phone on me. At this point, I still do not have a reason as to why my account was on hold for more than a week now and I have been in the branch for over an hour. Since I did this on my lunch break, I had to leave and visit the following Friday when I would be back in XXXX. Now back in XXXX, they gave me a letter stating they were going to close out my account ( no reason given ) and gave me a check for what was in the account. 

I am reporting this situation because I completely feel discriminated against and believe that this branch should receive repercussion for how I was treated. This branch had absolutely no reason to freeze my account, especially without informing me. This entire situation caused me humiliation for how they treated me, and stress as I was without my funds for over a week with no explanation as to why. M & T bank discriminated and acted completely unprofessional. Everyone should learn from by experience before banking with M & T Bank.

Company response to consumer: Closed with explanation