Consumer complaint received 2018-12-27
Company: M&T BANK CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2018 at XXXX XXXX  I received a phone call from a local XXXX area code from a woman claiming to work at M & T bank. She let me know of some suspicious transactions on my checking account, and asked if I had made these purchases. I let her know that I did not and confirmed that I wanted my debit card suspended. At that time she verified my mailing address to have a new card shipped out. I checked my bank account following this and saw 4 separate deductions all around the amount of {$97.00}, three right in a row and one shortly before this. The conversation led me to believe an issue had been identified, but had comfort in thinking this was being handled and resolved. 

On XX/XX/2018 I called to inquire on the status of the debit card and fraudulent transactions and was told that the debit card had been sent, but to the wrong address, and that nothing was happening with the charges.The representative was not able to see the initial conversation and didn't seem to know what I was talking about. After several minutes, I was told that I had to come into a branch to request a new card be sent and that I would receive paperwork to dispute the charges within 90 days.I did this shortly after the phone call and was told a new one would be here by Friday. Today in checking my account I saw that another 2 fraudulent withdrawals are pending. As of now, there are 6 charges all ranging around {$90.00}, plus 7 {$2.00} " international fees '' from the " XXXX '' and " XXXX XXXX  '' company. This totals XXXX. I've been told that I can have a " credit '' for the amounts taken until the bank is able to resolve the dispute. This was good enough until two additional charges somehow processed. This should not have been possible, so I'm not sure at this point how many mistakes have been made by M & T, but it's clear that they've made numerous. 

This entire situation was severely mishandled, if handled at all and I am truly appalled by this. I've been a loyal customer to M & T for years, but now feel that if they can't protect a few hundred dollars in my checking account, they can not ensure the safety of the large sum of money I have with them in savings. This started with M & T going out of their way to notify me of suspicious activity, but has resulted in extreme inconvenience because I now, for some reason, have to manage the entire situation. 

All accounts will be closed from M & T ; they have lost a valued customer because of this horrid example of professionalism and protection. We are looking to purchase a home and considered M & T as a potential lender, but now have absolutely no desire to entrust our finances with this entity. I will ensure that everyone I speak with knows the poor quality of data protection and security M & T provides.

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