Consumer complaint received 2019-08-06
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:
Both of my accounts at M & T Bank were frozen due to a delayed tax payment to the IRS. I did not receive any alert from M & T that I would not be able to access my funds. After waiting about one month for the IRS to process my payment, they confirmed on XX/XX/XXXX that the payment had been cleared. 
I called M & T Customer Service onXX/XX/XXXX to ask if my account was still frozen and after being on hold for a while, I requested to escalate the issue to a supervisor. I spoke to a Mr. XXXX who advised me that he would look into the situation and get back to me on Friday XX/XX/XXXX " by noon. '' I called on XX/XX/XXXX shortly after XXXX because I had not received a call and was on the phone with Mr. XXXX by XXXX. He called the IRS while on the phone with me and confirmed that the hold on my account was released and my accounts would be accessible by Wednesday, XX/XX/XXXX. 
On FridayXX/XX/XXXX, went to the XXXX M & T branch around XXXX and told a teller that I wanted to withdraw money in addition to closing my account. The teller told me that I would need to speak to a personal banker. I waited about 35 minutes for a personal banker but needed to go back to work. At no point did someone look up my account or suggest seeing a teller to at least withdraw money. After returning to work, I called both the XXXX and XXXX branches to see if I could get an appointment with a personal banker that afternoon. XXXX at the XXXX branch and XXXX at the XXXX branch both told me that the personal bankers would not see any customers- unless you have an appointment- after XXXX ( even though the bank closes at XXXX ). 
On XX/XX/XXXX, I made arrangements to leave my Saturday job early to go to the bank prior to the XXXX closing time. I arrived at the bank between XXXX and XXXX and was told by XXXX that all of the tellers were closed and I wouldn't be able to withdraw any money. At the mention of me closing my account, she set up an appointment with me for an " account review '' ( scheduled for Monday XX/XX/XXXX at XXXX ). 
Knowing I wouldn't be able to leave work again for the bank, I tried to arrive first thing in the morning on Monday XX/XX/XXXX to withdraw money. Having hesitation after all of the trouble I've experienced, I called M & T Customer Service again to confirm that I wouldn't have any issues. At around XXXX a customer service representative advised me that there was still a hold on my account. 
On XX/XX/XXXX, I called the IRS and confirmed again that the hold had been lifted from my account on XX/XX/XXXX. I called both the XXXX branch ( spoke to XXXX ) and M & T Customer Service to see what I needed to resolve this issue and they told me that if I requested a transcript from the IRS and brought it in, that would resolve my issue. 
I was told on XX/XX/XXXX that my account would be unfrozen by XX/XX/XXXX and it is now XX/XX/XXXX and the bank is advising that I wait up to 10 additional business days for my transcript so that they can unfreeze my account.

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